CRM In Action

Company: Evangelical Christian Credit Union
Industry: Finance
Solution: Siemens
Functionality: Call center Management
Cost: Free. No registration
Challenge: To improve overall communication

::: ECCU Succeeds with Siemens :::

Evangelical Christian Credit Union (ECCU) is a member-owned financial cooperative serving evangelical organizations and individuals worldwide. Headquartered in Brea, Calif., with a regional office in Colorado Springs, Colo., ECCU has total assets under management of more than $2.3 billion.

After thoroughly evaluating systems from leading vendors, ECCU selected the Siemens HiPath 4000, an IP convergence platform built over a distributed architecture. ECCU also deployed Siemens HiPath Xpressions, a unified messaging application that combines voice, fax, and e-mail messages on a Windows server; and Siemens HiPath ProCenter Advanced, a portfolio of solutions for the contact center that includes capabilities such as skills-based routing, detailed reporting, and the integration of voice, e-mail, fax, IP communication and Web contacts.

Learn more about ECCU’s success with Siemens

Company: BBVA
Industry: Finance
Solution: SAP CRM
Functionality: Sales force automation
Cost: Free. No registration
Challenge: To improve efficiency of the sales force and cut paperwork

::: BBVA Succeeds with SAP CRM :::

BBVA was finding it increasingly difficult to maintain a close and responsive business relationship with its thousands of customers in the absence of a CRM system. The sales team was spending more time doing admin work instead of interacting with its clients.

The bank asked IBM Global Business Services to do a proof-of-concept to rate the SAP CRM application against a Siebel solution. The company chose SAP CRM and benefits include reduced paper-work and manual admin. All information can now be accessed through a single point.

“IBM Global Business Services has delivered a solution that meets all of our objectives, improving the efficiency of our sales processes and increasing flexibility for our staff. The choice of SAP software has been great for our business, and we hope to start using it in other functional areas in the near future.” - David Alejandre, Project Manager, BBVA Consumer Finance.

Learn more about BBVA’s Success with SAP CRM >>>>

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: Saffron Building Society
Industry: Banking
Solution: MessagePad
Functionality: Customer Service
Cost: Free
Challenge: A call center technology for covering burgeoning customer calls

::: One-stop customer service from MessagePad for Saffron :::

Saffron Building Society (Saffron) offers financial solutions and has 12 branches in England. The company was considering outsourcing a part of its customer care department so that it could better manage peak-time traffic. With this in mind, it approached MessagePad which is an established provider of contact management solutions to the financial services sector. Saffron decided to go with MessagePad’s call centre technology – intelligentContact™ - which is not only cost-effective but also very capable in managing front office and back office communication.

Andy Golding, CEO of Saffron comments “Message Pad technology has been an important component in our drive to create best-in-class customer service and we have been delighted by the commitment and responsiveness of their team”.

Learn more about Saffron’s Success with MessagePad >>>

Company: Austria Creditanstalt
Industry: Banking
Solution: KXEN
Functionality: Data mining
Cost: Free. No registration.
Challenge: Accurate and speedy marketing maneuvers

::: Austria’s Largest Bank Accelerates Data Mining With KXEN :::

Austria Creditanstalt, which is Austria’s largest bank, has taken the lead in that country for using CRM to attract customers and generate additional business. In fact, ever since the bank has deployed KXEN data mining technology, it has achieved additional business of 50 million euros in one season alone.

The frequency of marketing operations has increased, with a new customer campaign being launched every fortnight. The main reason behind the successful 14-day marketing frequency is the ease of data mining afforded by KXEN. KXEN has also enabled the bank to centralize the management of its sales and marketing efforts.  

Learn more about how Austria’s Largest Bank Accelerates Data Mining With KXEN >>>

Company: Lloyd Sad Insurance
Industry: Insurance
Solution: SalesLogix
Functionality: Sales force automation
Cost: Free. No registration.
Challenge: Tracking client communication

::: Lloyd Sadd happy with SalesLogix CRM :::

When Alberta-based Lloyd Sadd Insurance decided to deploy a CRM system in 2002, it wanted one that could be deployed enterprise-wide, eliminate multiple databases, and offer a single view of communications with clients, prospects, and business associates.

When it decided to go with SalesLogix, the company felt that SalesLogix CRM will help it to track client communication, prevent duplicate communication, and integrate smoothly with its existing document management system and accounting system. 

Learn more about what made Lloyd Sadd happy with SalesLogix CRM >>>