Bank reference CRM
We developed an artificial intelligence driven CRM system in support of credit officers to increase valuable leads.
Industry
Function
ProductContext
Our client's lead management process was characterized by slowness and highly manual, which had a negative impact on conversion numbers. The customer contact information was managed in an Excel spreadsheet with thousands of lines and often incorrectly managed, making it impossible to accurately track when and who to contact.
Our client was looking for a more efficient approach, so we first provided a strategic consultancy where we mapped the activities of the customer service agents, structured and re-created the existing lead database, and developed the CRM system functionality, UI design and wireframe in detail. In designing our solution, we focused on simplicity, usability and a structure that best supports the organization's business objectives, reducing lead attrition and improving conversion rates.
Approach
The system has undergone continuous improvements. The first version, which was defined and implemented in 1.5 months, automatically included the data of interested customers in the task list of the administrators.
Once the first version had been validated, we started to add new features to the system based on feedback from the case handlers that further supported their work.
The CRM solution initially functioned as a record-keeping system, but functionality was extended to include AI-driven automatic task assignment, real-time automatic reporting, a mail and complaint management interface and a workflow support process engine system.