CRM deployment at Nordcapital
Initially, Nordcapital wanted to put the rapidly-growing secondary market for mutual funds on a firm footing with a CRM solution from update. However, this Hamburg funds initiator then developed a taste for closed funds. First, the previously cumbersome reporting was revolutionized; now the real estate sector is also to benefit from CRM features in Marketing and customer contact.
Areas of Application: Custodial area, Sales, Marketing, Tax Department, real estate, secondary market business
Number of Users: 60
Solution: update.seven web
- Central view of all customer contacts
- Automated reporting
- Quick access to other systems‘ data from update
- Transparency with respect to relationship networks
- Integration with existing funds management system
- Computer-telephone integration for more efficient flows
- Optimized complaints management
- Extremely precise approach to the needs of individual customers
CRM as central tool
Nordcapital itself customized the system interface completely to its corpo¬rate design within a few days, including colors, icons, and logos. A look and feel was thus created, which the employees could identify with perfectly. The core of what was created for the first presentation is still used today. At the moment, approximately 60 employees work with the CRM solution, including in the custodial department, in the secondary market business, and especially in Sales. The funds and their payment streams are managed with the central funds management system and MIS Alea; however, all other processes that relate to customer contact are run using the CRM system. Each night, batch jobs ensure the exchange of more than 750,000 data records between the systems.
In the secondary market area, the CRM system controls the entire workflow up to the contract signing, informs the employees with status messages using control mechanisms, and ensures optimized flows. Previously, it was necessary to open up six tools at the same time, remembers the IT Manager: the mapping in the CRM system not only ensures that things are easier; it has also reduced the error rate significantly. In addition to significantly improved and faster customer service in the secondary market business, the internal processes were also simplified and made more efficient. Overall, thanks to the introduction of update, employees in the custodial and secondary market areas were freed up completely for other tasks.
Since its foundation in 1992, Nordcapital has realized an investment volume of EUR 6.7 billion in the area of closed funds. With around 92,000 equity holdings, by 30 June 2011 almost EUR 3 billion in capital contributions were invested in 137 Nordcapital funds. Nordcapital is active in the areas of shipping, real estate, private equity, renewable energy and alternative investments.