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Fixing Customer Experience Pain Points with CRM: A Leader’s Guide - Doxim - ContactCenterWorld.com Blog

Fixing Customer Experience Pain Points with CRM: A Leader’s Guide

Improving the customer experience is one of the top drivers of investment in financial CRM today, and it’s no wonder why. Today’s consumers expect a banking experience that is omnichannel, hyper-personal, and effortless, and they aren’t shy about going elsewhere if their bank or credit union fails to live up to expectations.

To respond, banks and credit unions need to invest in the capabilities that their customers or members value most, like convenience, relevance, and 24/7 access to information. Here’s how you can use CRM to provide a customer experience that exceeds their expectations:

Improve customer experience and remove friction from customer journey

  • Provide tablet-friendly, web-optimized user interfaces for front-office staff that reduce clicks and wait times during customer interaction
  • Improve presentation of customer-facing reports, adding modern visualization options through business analytics.

In-branch interactions are still valued by bank and credit union customers. In fact, 65% of those surveyed by PWC said that having a local branch is very important to them. But to provide the best customer experience in a branch, bank and credit union employees need to leverage technology efficiently and consistently.

That’s why credit union leaders, recognizing that CRM is only beneficial if it gets used, indicated to our researchers that ease of use for staff was a top CRM selection criterion at their CUs.

Omni-channel delivery

  • Use a CRM with built-in referrals and assignments, so you can maintain continuity of customer conversations across multiple channels
  • Extend campaigns through email with integrated tracking
  • Extend customer touchpoints to mobile and self-service channels by building on CRM APIs, so the messages your customer receive stay relevant and consistent

Nobody wants to tell their story twice. The credit union executives who told us that tracking and reporting are key CRM capabilities know this. With enterprise-wide tracking, referrals, task assignment, and reporting in place, a bank or credit union is positioned to manage customer contacts across all channels, and prevent the lost connections that can occur as a ripple effect of an increasing number of channels.

Stabilize and ensure customer retention

  • Track customer concerns and flag high-priority items in your CRM for urgent resolution
  • Record post-service disposition signaling defection threat and follow up with retention activities
  • Analyze other channel interactions and holdings for reduced balances and other signs of attrition

Today’s financial customers are willing to consider a broader array of service providers for their needs. Banks and credit unions that want to maintain their customer base would be well advised to put some focus on service and proactive retention strategies.

Our recent interviews with credit unions leaders suggested that they were satisfied with their CRM’s member engagement history and 360-degree member views. This is good news, as it indicates that the technical backbone for a comprehensive retention strategy is already in place at many credit unions.

CRM, for a human experience in a digital world

From your customer’s point of view, the ideal banking relationship is simple. It could be encapsulated this way: “ Know who I am, show me you understand me and my goals and make my experiences seamless and effortless”.

Of course, like a bank or credit union leader you know that behind the scenes, complex back-office architecture means delivering this experience can be anything but simple.

That’s why many tech-savvy banks and credit unions are considering CRM to bridge back office gaps and unify data. This will allow them to enhance the customer experience, track interactions and add value throughout the customer journey, at all cross-channel interaction points.

For more information on the business needs that are driving these conversations in the credit union industry, we invite you to read our recent report: Credit Union CRM: A survey of the CRM industry, according to credit union professionals

 

Source: https://www.doxim.com/blog/fixing-customer-experience-pain-points-with-crm-a-leaders-guide/

Publish Date: November 14, 2018


2023 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



View more from Doxim

Recent Blog Posts:
Fixing Customer Experience Pain Points with CRM: A Leader’s GuideNovember 14, 2018
How to Get Buy in for Your CRM ProjectJanuary 18, 2018
Voice of the Customer: First West Credit Union Tackles Operational Complexity with Doxim CRMNovember 15, 2017
Why CRM needs to be in your 2018 tech budgetOctober 31, 2017
You Asked, We Answered: New Doxim CRM Release Q&AOctober 27, 2017
Successful CRM Implementation Starts With Strong LeadershipSeptember 27, 2017

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