Comarch aCRM

Problem

Customers of financial institutions are becoming more and more demanding. The length of cooperation with a service provider has increasingly less effect on customer loyalty. It is influenced by universal access to information, the ability to compare and accurately analyze the available financial products and the easiness to change a service provider. Customers terminate contracts in one place and sign in another without constraints, moving all of their financial services to a new company. For service providers this kind of situation is often confusing, and at the same time very expensive. Leaving customers do not usually report any complaints. Mass actions, aimed at customer retention and attracting new ones, represent a significant percentage of the cost, while they are still not always effective.

Challenge

Numerous studies have shown that the primary factor affecting customer satisfaction, and consequently, the level of loyalty towards the service provider, is the sense of being unique against the background of other customers. The client would like to receive an offer corresponding to his current needs and not be bothered by mass marketing actions. During discussions with a consultant the customer would like to hear  that the offer being presented has been compiled especially for him. In such a situation, the price of your product does not constitute the main criterion for service provider selection. The customer usually agrees to a higher cost of service, if he feels that he is being sold exactly what he wants and needs at that moment.

Solution

Comarch aCRM (Analytical CRM) is a Customer Relationship Management (CRM) system, in which the emphasis is on personalized service i.e. adjustment of the offer to the individual needs of the customer. This occurs in the following areas:

• direct service - consultant is provided not only with standard customer information (products, personal data, history of contact, etc.) but also sales tips (products most desired by the customer), the tasks to be carried out (e.g. renewal of ending deposits, handling complaints made by phone) or other action arising out of customer service models (e.g., schedule of customer retention activities for clients representing high possibility of terminating the contract)
• marketing campaigns - target groups are composed only from customers who would most likely benefit from the offered services,
• automated tasks - for example, to send birthday wishes or email reminders of important dates
• independent studies such as: customer segmentation, loyalty, the likelihood of abandonment of services, sales packages

Download:

• Comarch CRM system - leaflet