While consumers are increasingly engaging with banks through mobile devices, that doesn’t mean the job of the teller is dying – far from it. Bank tellers are instead evolving into a role that is quickly adapting to better serve customers’ new expectations and demands: the universal banker.
People enter brick-and-mortar bank locations because they need one-on-one interaction to answer a question, resolve an issue, or get educated on something specific. Those customers don’t want to sit around waiting, and they don’t want to be shuffled across departments. They want to walk into the bank, speak to the nearest representative, and have that representative handle their needs.
And that’s where the universal banker comes in. Customers are used to getting lightning-fast answers from a Google search on a smartphone – they expect from a bank rep the same in-depth knowledge, and speed in getting that knowledge, that the Internet delivers.
Getting Insight with CRM
A customer relationship management (CRM) system is an important first step in equipping bank reps with the information they need to quickly, and effectively, serve customers. Ignify’s CRM for Banks solution is specifically tailored to banking institutions’ customer service processes, and provides a valuable tool for productive, efficient customer service management.
CRM for Banks contains a comprehensive customer database that stores all bank customers in a central, standardized repository. Reps can simply type in a customer’s name in the search bar, and immediately be directed to the customer’s CRM record.
The CRM record provides a detailed outline of the customer’s engagement with the bank, allowing reps to instantly view the customer’s account transaction history, past interactions with bank reps, and specific bank preferences. A bank rep can use this information to identify cross-sell and up-sell opportunities that would best match the customer’s preferences and history, and can share this with the customer during their discussion.
The customer records also show multiple accounts that a customer belongs to. For instance, if a customer’s company and personal account are both with the same bank, that bank can see the customer’s activities on both accounts. There’s no need to toggle between different systems; CRM for Banks keeps customer information in one user-friendly place.
CRM for Banks’s customer record provides important customer information (contact details, etc.), and includes a history of the customer’s previous interaction with the bank (such as if they called in with questions, if they had any issues, etc.).
Access Information Quickly with the Knowledge Base
The quicker a customer gets what they need, the better. Giving bank reps the ability to quickly search and locate collateral that helps the customer is an effective way to speed up issue resolution.
CRM for Bank’s Knowledge Base is a consolidated database of all documentation, whether it’s in the form of marketing collateral, step-by-step guides, or answers to frequently asked questions. Bank reps can search for articles using keywords, or search by article category, and then select the article that is most helpful. Bank reps have the ability to upload and share links to articles in the database, making collaboration easier.
The CRM for Banks Knowledge Base provides banks a consolidated repository of documentation, allowing bank reps to find the articles that will help them better assist customers with questions, or requests for more information.
By keeping the customer experience at the forefront of customer service initiatives, banks will more smoothly transition into the digital era of banking without losing the personal touch of the brick-and-mortar location. For more information on how CRM for Banks can strengthen your customer service processes, please email email@example.com.
Ashley Harbaugh is a Marketing Coordinator at Ignify. Ignify is winner/finalist of the Worldwide Microsoft Partner Award in 2014, 2013, 2012, 2011 and 2010, and offers eCommerce, ERP, CRM, Order Management and POS solutions based on the Microsoft Dynamics line of products. Ignify has been included as the fastest growing business in North America for seven years in a row by Inc. Magazine and Deloitte in the FAST 500 from 2008 to 2013.