MidAmerica National Bank Chooses 360 View’s CRM for Growth and Customer-Centric Service
In an effort to better equip team members, MidAmerica National Bank was looking for the benefits of a CRM, specifically the more accountable and efficient pipeline management, the increased capability in handling referrals, and the integration of communication across business divisions. Having rich customer relationship information available at the fingertips of every team member was a goal and a big motivator during their search for the right CRM partner. MidAmerica considered engaging the CRM product available through their core provider, but determined 360 View to be a more powerful solution while also integrating with the core software.
Susan Miller, Vice President of Retail, explains why MidAmerica National Bank made the choice they did, "360 View provided a more robust system that would allow us to grow with CRM. We liked the fact that [they] work exclusively with banks and the majority of [their] leadership team are former bankers, so [they] understand where we’re coming from." Miller also expressed the importance of MidAmerica’s preparation before implementing such a significant tool, "We realized adoption would be our biggest struggle . . . we knew we needed CRM, but we had some steps that we needed to take before we were ready to implement something." She believes getting the culture right along with top to bottom buy-in helped clarify the need for a relationship management tool.
With an industry-specific focus on financial institutions, 360 View understands the unique benefits that a CRM offers. David Acevedo, SVP National Sales Director of 360 View says, "Some community banks will say, ‘we know our customers,’ but they are missing the point. The core serves a unique purpose transactionally, but the touches aren’t tracked anywhere. If you have a service-minded culture, you need a tool to help deliver that service." Jim Gillam, CRM Administrator and Business Development Coordinator at MidAmerica National Bank, agrees and elaborated on why he is excited about the new tool, "What really caught my eye was being able to track the service requests, any interactions with any customer, making personalized notes regarding that customer, even something as simple as this person is a Cardinals fan. That’s just good to know. That is a good conversation starter. It provides a chance to have that deeper conversation, deeper interaction to build connections with each customer."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Tuesday, November 9, 2021
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