Bank Selects CRM to Promote Retention, Satisfaction

Barclays Bank PLC is a financial institution focused on delivering banking, investment banking and investment management services throughout the world. The U.S.-based bank has grown to be one of the world’s leading banks and in 2007, expanded its Gulf presence with the launch of a consumer banking business in the United Arab Emirates (UAE).

At the time of this launch, all customer complaints were handled through a manual process. There was little structure to the process as all service inquiries were captured by e-mail and then sent all over the bank. With this process, it was easy for some complaints to fall through the cracks and paper files often meant resolutions times were stretched beyond established service level agreements (SLAs), which led to further complaints.

The process to handle sales leads within the bank was a similar mess and each sales person maintained their own spreadsheets of leads. The consolidation of this data was very difficult for team leaders and managers. Without integration across the organization, customer service was suffering and sales goals were more difficult to meet. The bank clearly needed to make a change and turned to Microsoft Dynamics CRM for a solution.

Barclays began working with Microsoft Gold Certified partner Tradesoft, as well as Microsoft Consulting Services, to deploy the Microsoft Dynamics CRM service module. Now that the solution is integrated throughout the call center, branches, and sales and service centers, complaints received by the organization are logged and routed to the appropriate personnel and can be easily tracked through the system.

Now, all sales specialists and front-line employees can use the sales module to manage and track sales leads and sell additional services to existing customers. More than 1,000 employees rely on the CRM platform to access customer data and automated sales and service processes to meet SLA and sales goals.