News : NatWest Selects Microsoft Dynamics CRM
Feb 24, 2014 -- NatWest has selected Microsoft Dynamics CRM solution ahead of alternatives as it looks to replace its aging systems.
The bank said its systems were being stretched to provide CRM functionality, and so it looked for a new solution to keep up with business and customer demands.
David Russell, head of CRM for business and commercial banking for the Royal Bank of Scotland (RBS), which owns NatWest, said that the bank wanted to improve its business banking division by creating a consolidated view of all customer touch points and by streamlining processes to free up employee time so that they can better focus on customers.
"We also sought powerful analytics capabilities that would allow us to further improve those customer relationships while driving cross-selling opportunities through value-added customer interactions," he said.
"CRM helps us to deliver a personalised service, which supports customers in achieving their ambitions," he added.
Ease of use was a key concern for the bank, said Russell. "We recognised that the main challenge in driving a successful CRM deployment was getting high user adoption. And in order to get the adoption we needed, we knew we didn't want a system that our users viewed as yet another software program that they had to learn and use; rather we wanted them to regard the CRM system as a part of a solution they already had," he explained.
"Not all solutions had an on-premise option; with Microsoft Dynamics CRM, there was," Russell said.
The bank took a year to plan the deployment of Microsoft Dynamics CRM, and implementation took four months, with the solution going live to users in April 2013. This has enabled the bank to ensure its staff have related customer information at all times, while also getting more insight into its customers.
NatWest is also using the solution for pipeline management, marketing campaigns, and task and queue management.
Posted by Veronica Silva Cusi, news correspondent
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National Westminster Bank Plc, commonly known as NatWest, is the largest retail and commercial bank in the United Kingdom.
Published: Friday, February 28, 2014