CRM deployment at the National-Bank
A particular benefit of the CRM system is that we can streamline decentralized processes significantly with a uniform procedure.Besides functionality and flexible adaptation to our processes, it was important to us to have a supplier with a broader view who could bring input from other industries. For us, the positive feedback from other customers made the decision.
Close to the customer in every respect
The National-Bank AG of Essen relies on the CRM solution update.seven for its processes in Sales, Marketing, and the Credit back-office. With a flexible approach in CRM, this banking house wants to be able to react as quickly as possible to the needs of its customers, and also to future regulations. The incorporation and motivation of the employees played an important role in the course of the project.
Areas of application: Sales | Marketing | Credit back-office
Number of users: 400
Solution: update.seven web
- Processes for securities trading sheet automated
- More sales opportunities are generated
- Mapping of customers’ complex relationship networks
- High transparency thanks to activity and pipeline management
- Seamless integration with other banking systems
- Customer-specific approach, also in marketing
- Strong employee motivation
For the bank, the topic of word-of-mouth recommendations is extremely important; its focus is on the high quality of its advising services. A positive image, satisfied customers, and long-term customer loyalty are the basis for success. In 2006, the National-Bank therefore decided to introduce a CRM system with a long-term perspective. In addition, both the private and the business customer segments were to be covered equally by the CRM strategy. In August 2007, the decision was made in favor of the CRM software update.seven web. A lot of energy was devoted to the interlocking with the environment. The CRM system inserts itself into a multitude of other platforms and applications. Great emphasis was placed on the incorporation and motivation of employees.
By means of customizing, the basic system was adapted to the special needs of this North Rhine-Westphalian bank. “For us it is essential to be able to comprehend agile networks and relationships at a glance. The view of interconnections – for example subsidiaries – is just as important as the focus on the individual customer,” says Schmelz.
The National-Bank AG is one of Germany’s leading independent regional banks for discerning private and corporate customers. It is headquartered in Essen. With more than 800 employees, this institution assists more than 100,000 customers in 24 locations in North Rhine-Westphalia. In the last fiscal year 2009, the National-Bank AG achieved record operating results and annual net income. The stable dividend of EUR 1.00 per old and EUR 0.50 per new share proves the strength of this business model, which is exclusively oriented towards customers and focused on the German state of