Dynamics CRM improves customer relationship and increases sales by 20% NCB Capital
As a leading provider of wealth management services and Saudi Arabia's largest asset manager, NCB Capital serves one million clients and manages SR46 billion ($12 billion) of assets. During its regular customer survey, the bank found its customers who were looking to have closer relationships with their wealth managers and increased options for purchasing products. At the same time, they wanted to offer their relationship management teams and sales teams needed the right tools and information to plan and manage their account activities.
In 2011, NCBC selected VeriTouch, a CRM solution for financial institutions. It implemented several modules, including 360 Single View of Customer, Sales Management, Value Proposition Management, and others. VeriPark planned and deployed the solution within 8 months.
NCBC now has a complete, 360-degree view of their customers with information such as interaction history, static customer data and existing products and services used by the customer. The company has also improved account planning and sales processes and rolled out the capabilities for tracking sales performance in relation to plans and forecasts.
"Our wealth managers use this great tool to capture everything about our customers' status, requests and behaviors," said Fuad Altaweel, Head of CRM, NCB Capital.
By providing improved tools to its wealth managers, NCBC reaped immediate results. Within the first quarter after implementation, customer satisfaction increased and sales grew by 20 percent due to regular account planning visits. The new solution also increased customer interaction frequency with improved scheduling and planning tools, ensuring that NCBC stays close to its customers and always has the right product.