State Bank of India, UK - CRM Implementation
Company Size
1,000+
Region
- Europe
Country
- United Kingdom
Product
- Pivotal CRM
Tech Stack
- CRM
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
- Sales & Marketing
Services
- System Integration
- Training
About The Customer
State Bank of India (SBI) is the largest commercial bank in India with a 200-year history. It leads in terms of assets, deposits, profits, branches, customers, and employees. The Government of India is the single largest shareholder of this Fortune 500 entity with 61.58% ownership. SBI is ranked 155th in the Forbes list of Global 2000 firms (May 2014). SBI first opened its doors to the UK market on 27th January 1921 and has been growing ever since. It has ten branches in some of the largest cities in the UK, including London, Birmingham, and Manchester.
The Challenge
State Bank of India (SBI) UK, a branch of the largest commercial bank in India, was facing challenges in managing their customer communications due to their rising customer base across ten branches in the UK. The bank needed a system that could streamline their services, consolidate customer information, and offer a rapid and effective service to increase customer retention rates. The system also needed to be flexible to fit the unique needs of SBI UK and offer a high degree of control. The bank wanted to implement the CRM solution in a short time frame and required ongoing support and guidance throughout the implementation process.
The Solution
SBI UK chose Aptean's Pivotal CRM solution after receiving positive feedback about the system from another regional operation of the bank. The Pivotal CRM was tailored to fit the demands of SBI UK straight out of the box. The system was implemented on 31st January 2013 and was live at SBI UK’s headquarters and all branches by 11th March 2013. The implementation involved the introduction of better flow of customer queries, improved customer handling, lead management within marketing, and improved analysis within compliance. The system integrates with the hosting server’s own local security policy, and Aptean introduced their own password history and enforcement routines within Pivotal CRM. The implementation also involved training in small groups for approximately 30 users.
Operational Impact
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