CRM In Action

Company: Royal Bank Canada
Industry: Banking
Solution: Teradata
Functionality: Customer Service
Cost: Free
Challenge: To improve customer experience

::: Teradata provides the Analytics backbone to the Royal Bank :::

Royal Bank was founded in Nova Scotia and it has been around since 1864. In pursuing a customer relationship management (CRM) business strategy, the stated objective of the bank is “to capture the full potential of our customer base through the use of customer information to deliver the right solutions in a consistent, professional manner at every point of contact.”

The bank has a history of being enthusiastic about CRM and was one of the early adapters of CRM technologies amongst FSIs. The bank has been customer-driven since the beginning and its commitment to providing a satisfying experience to the customer is embodied in the huge amount of customer data in its Teradata data warehouse.

Information gathered from the data has helped the bank tackle sales, service, and training related issues.

Learn more about Royal Bank’s Success with Teradata >>>

Company: ELK Promotions
Industry: Promotions management
Solution: Entellium
Functionality: Customer service
Cost: Free
Challenge: Implementation of a smooth information retrieval and information sharing system

ELK Promotions is in the business of providing innovative promotional products, business gifts, awards, premiums and incentives. The company has a global customer base and running a complex operation resulted in the company having to manage and track a lot of information that included customer information, quotes, projects and artwork. As business grew, the paperwork and MS Outlook became increasingly difficult to manage.

The company decided to implement a CRM solution and after a selection process, it settled on Entellium eSalesforce. The result was that customer information was made available to all employees online; order management became easier because of the fact that project quotes and artwork are linked to the customer files. Repeat order generation increased.

“Entellium gives us visibility into repeat customer information,” says Scott Wieclaw, VP, ELK.

Learn more about ELK’s Success with Entellium eSalesforce >>>