National Bank of Oman, one of the largest banks in the Sultanate, has implemented a CRM solution to power its end-to-end lead management across all business lines and channels including branch, Web and call centres.

This will help to increase sales conversions and reduce sales cycle with a great experience for customers during the on-boarding process, a statement said.

CRMnext has also created a powerful customer 360 view and automated offers based on individual customer needs. This will help to better understand customer’s financial needs, and, hence increase cross-selling. The Bank is also using CRMnext’s customer service solution to manage all queries, complaints and requests across all channels to provide efficient resolutions.

The solution is integrated with a number of transactional systems to provide real time information to the customer facing teams on a single window.

Faizal Eledath, chief information officer and head of Transformation at National Bank of Oman said: “Customer centricity and service excellence are key underpinnings of our vision to become the bank of choice. We are extensively investing in strengthening our service platforms and offering innovative services to continuously enhance our customers’ banking experience.”

“The implementation of CRMnext enables us to build a robust service platform. The system provides a unified and flexible interface to manage all our customer touch points for marketing, sales and service management. The system facilitates the seamless integration of various parts of the bank to ensure we deliver a consistently superior experience.”

CRMnext covers processes across sales automation, customer service management, marketing management, social CRM and knowledge management. It is easily deployable on a commutable cloud model i.e. private cloud or public cloud with multi-tenant capabilities.

In this way, CRMnext empowers enterprises to streamline their customer relationships with greater efficiencies. Built using shape shifting architecture, CRMnext can be introduced into any existing IT infrastructure and configured to meet challenging business requirements which can help drive growth strategies.

 “We believe that this implementation will deliver an effective customer-centric system that will improve overall productivity & effectiveness. CRMnext is a new generation, agile and flexible enterprise CRM product that delivers high impact Customer Lifecycle Management capabilities with an auto-upgrade feature which will always keep the bank’s CRM system current and relevant with changing business needs.” said, Sushil Tyagi director Business Development.

National Bank of Oman serves customers through 65 branches across Oman, in addition to its branches overseas in Dubai and Abu Dhabi. – TradeArabia News Service