The electronic finance solution chosen by the bank is part of a larger customer relationship management (CRM) application specifically tailored to the needs of the financial services industry. The bank had bought the licenses for the CRM application 18 months prior to BSG being asked to resolve their implementation challenges. BSGs vendor agnostic approach positioned us to assist with the chosen solution implementation within the client environment.

The bank had been managing and delivering all retail banking services in isolation of one another and realised if they wanted to successfully compete in South Africa and abroad, they needed to overhaul this fragmented strategy.

BSG worked closely with the client to deliver in a collaborative way. Looking beyond isolated systems and processes, BSG pulled these all together to deliver a holistic solution. With this in mind, the programme generated significant immediate cost and resource savings for the bank, which over time will cumulatively increase.

Through the new CRM solution, the bank was able to create a single and comprehensive view of all the retail bank customers, consolidating customer information across multiple contact points and channels. The bank can now respond quicker and more effectively to sales opportunities, leading to increased customer satisfaction and less churn.