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News : MidAmerica National Bank Chooses 360 View’s CRM for Growth and Customer-Centric Service

#contactcenterworld

Canton, IL, USA, Nov, 2021 -- 360 View, a provider of customer relationship management software for financial institutions, announced their partnership with MidAmerica National Bank based in Canton, Illinois to implement their 360 View CRM Platform.

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.

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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."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About 360 View:
360 View is the growth platform developed for banks and credit unions, providing all the tools necessary to maximize their team’s performance. The solution goes beyond CRM, allowing the user to automate marketing campaigns, use analytics to capitalize on cross-sell opportunities and track goals and incentives, all while providing richer relational experiences that are personalized to every customer’s unique needs. 360 View was developed by bankers specifically for financial institutions and has been serving the financial community since 2001.
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Today's Tip of the Day - Suggestion Box

Read today's tip or listen to it on podcast.

Published: Tuesday, November 9, 2021

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2022 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
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 Performance Monitoring
 

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