Over the last couple years, I’ve spent time with a few of our customers in financial services and have been fascinated to learn how the culture is evolving along with the industry, and technology. On one hand, customers want to be able to access their secure financial information from anywhere and any device – but when they step into an actual bank, they want a personalized and fast experience, not an impersonal, at times robotic transaction where no one looks up from their computer screen. Add in regulatory compliance and security needs, and you have a complicated business situation.
The annual Sibos conference kicked off in Boston today, where the financial services industry comes together to share ideas and look to the future. We are proud to have very innovative customers in attendance—at Sibos, Microsoft is showcasing some of the world’s leading banks and how they are using Microsoft Dynamics CRM to ensure they’re providing customers with exactly what they want, when and where they want it.
Citibank in particular is using Dynamics CRM at locations around the world to track specific customer preferences. Dena Brumpton, Global Chief Operating Officer at Citibank shared that with Dynamics CRM, “We can deliver solutions to our clients in a much more relevant way because we understand their needs. We know what they’re interested in and what their preferences are, which means we can target them better.”
RBS-NatWest also uses Dynamics CRM to ensure a tailored experience for both its employees and customers. David Russell, head of CRM services, RBS-NatWest shared that “Microsoft Dynamics CRM unites teams, saves time and helps NatWest make customers happy. With Microsoft Dynamics CRM, RBS-NatWest has achieved more than 95 percent user adoption, better connected teams and more valued customer service.”
It’s pretty amazing to see how these financial institutions are leveraging technology to help keep them relevant in both their industry and with their customers. To learn more about how these banks are using Dynamics CRM, including The Saudi Investment Bank, and Maybank, here is today’s press release. You can also learn more on my colleague’s blog post, which also outlines our new whitepaper and e-book; read it first, here.