A leading US commercial bank with multiple business units was wrestling with fragmented customer data across siloed systems, affecting sales, service, and marketing initiatives.
Industry
Commercial Bank CRM Modernization
Location
United States
Client Overview
Business Challenges
Prospect Customer Data Fragmentation
Lack of Unified Customer View
Customer data scattered made it nearly impossible to get a consolidated perspective.
Manual, Error-Prone Workflows:
Teams spent excessive time navigating disparate systems, leading to mistakes and delays.
Missed Revenue Opportunities:
Poor data visibility hampered cross-sell and up-sell efforts, limiting growth.
Operational Inefficiency:
Slow processes reduced agility and responsiveness in an increasingly competitive market.
inoday Solution
The bank partnered with inoday to implement Microsoft Dynamics CRM with a customized deployment focused on customer engagement:
- Developed customized workflows to automate and streamline sales and service processes.
- Enabled intelligent customer segmentation for targeted marketing campaigns, improving offer relevance.
- Created a seamless unified customer view through integration of all data sources within Dynamics CRM.
- Delivered a mobile-responsive interface and one-page checkout optimization to improve customer experience across channels.
Measurable Business Outcomes
- 40% increase in sales and service team productivity through streamlined workflows and real-time data access.
- 25% boost in cross-sell and up-sell revenue enabled by accurate segmentation and comprehensive customer insights.
- Improved customer satisfaction with optimized mobile-friendly platforms and frictionless transactions.
- Enhanced decision-making with integrated dashboards providing sales and marketing analytics.
Client Perspective
Unified Customer Data View
“inoday helped us bring clarity to our customer data and transformed how we engage with our clients. The results are evident in both improved productivity and revenue growth.”
VP of Customer Experience, US Commercial Bank