印度国家银行，英国 - CRM 实施
公司规模
1,000+
地区
- Europe
国家
- United Kingdom
产品
- Pivotal CRM
技术栈
- CRM
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 功能应用 - 企业资源规划系统 (ERP)
适用行业
- 金融与保险
适用功能
- 商业运营
- 销售与市场营销
服务
- 系统集成
- 培训
关于客户
印度国家银行 (SBI) 是印度最大的商业银行，拥有 200 年历史。它在资产、存款、利润、分支机构、客户和员工方面都处于领先地位。印度政府是这家财富 500 强企业的最大股东，拥有 61.58% 的股份。SBI 在《福布斯》全球 2000 强企业榜单中排名第 155 位（2014 年 5 月）。SBI 于 1921 年 1 月 27 日首次进军英国市场，此后一直在不断发展。它在英国一些最大的城市设有十家分行，包括伦敦、伯明翰和曼彻斯特。
挑战
印度国家银行 (SBI) 英国分行是印度最大的商业银行的分支机构，由于其在英国十家分行的客户群不断增长，该银行在管理客户沟通方面面临挑战。该银行需要一个可以简化服务、整合客户信息并提供快速有效服务以提高客户保留率的系统。该系统还需要具有灵活性，以满足 SBI 英国的独特需求并提供高度的控制。该银行希望在短时间内实施 CRM 解决方案，并在整个实施过程中需要持续的支持和指导。
解决方案
在收到银行另一家地区运营机构对该系统的积极反馈后，SBI UK 选择了 Aptean 的 Pivotal CRM 解决方案。Pivotal CRM 经过量身定制，可立即满足 SBI UK 的需求。该系统于 2013 年 1 月 31 日实施，并于 2013 年 3 月 11 日在 SBI UK 总部和所有分行上线。实施包括引入更好的客户查询流程、改进客户处理、营销中的潜在客户管理以及改进合规性分析。该系统与托管服务器自己的本地安全策略集成，Aptean 在 Pivotal CRM 中引入了自己的密码历史记录和执行例程。实施还包括对大约 30 名用户进行小组培训。
运营影响
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