Microsoft Dynamics CRM for Financial Services Making customers the heart of your business.
In today s competitive financial services market the focus is the customer making sure the customer is at the heart of the business. Microsoft Dynamics CRM creates the working environment for your team to deliver exceptional customer experiences by transforming your business into a customer centric organisation, driving engagement opportunities, and increasing customer retention. In order to earn a customer for life, there are four things organisations must do: Market smarter segmenting data, planning and delivering focused campaigns, and proving the quantifiable results. Engage effectively interacting with customers in a consistent and responsive manner across all channels. Provide exceptional customer service every time, anywhere leveraging relevant information to build a lasting relationship with the consumer. 360 degree view of the customer - the total value of the customer to the organisation, the opportunity and/ or the risk they represent. 360 degree view of all contacts in Microsoft Dynamics CRM 2
360 Degree View of Customer & Interaction Management Microsoft Dynamics CRM 2016 helps financial services customers to interact more effectively by providing relevant messaging based on information recorded from all customers, channels, and interactions. Consolidate information from integrated systems* and revenue streams, into a single location within Microsoft Dynamics CRM. Manage and report your engagements in a way that maps to your business. Visually explore relationships with key information displayed on tiles. Discover relationships by viewing products, contacts, bookings or users in hierarchical charts. Strengthen your marketing and sales synergies with the use of dynamic lists, allowing you to target marketing efforts based on information collected from all customer interactions. Users gain visibility into campaign activities and control communications by targeting their customers and setting up alerts based on their interactions. *Microsoft Dynamics can integrate into a range of external financial systems. 360 degree view of the customer customised customer contact form in Microsoft Dynamics CRM 3
Customer Service Social media and mobile communications have forever changed customer expectations. How they interact with financial institutions and how they access the products and services they desire, in many cases, is done remotely without walking into a branch. Regardless of the channel, customers expect high quality and consistent service all times. Whether it is over the web, social networks, or on the phone, the challenge for customer service driven organisations is to balance superior customer experiences against their cost of service for an optimal combination over time. Cost of service varies significantly across various channels, therefore retaining continuity, consistency and quality of service is key. Customer service representatives equipped with consistent customer information will be best positioned to build customer loyalty, drive issue resolution and build product portfolio by providing relevant, proactive and personalised service across every channel, every time. Full view of the Product & Service Information Tiles within a customer contact screen 4
Marketing Translating a wealth of available customer data into effective marketing strategies is one of the great challenges for financial services organisations. Understanding what matters most to customers and then delivering to those needs quickly and consistently will build customer loyalty and portfolio value. Microsoft Dynamics Marketing helps you drive revenue by planning campaigns more strategically, executing across channels more effectively, and measuring the impact of your marketing investments in real-time. You can manage and optimise your marketing and sales funnel with a single integrated solution based on Microsoft Dynamics CRM and Microsoft Dynamics Marketing. Using a single, 360 degree view of your customer, Microsoft Dynamics will help you market smarter, not harder. Engage customers - connect customers with targeted content through multi-channel, multi-stage campaigns. Behavioural data and powerful analytics help you understand how your brand is perceived, and what your customer s need, so you can plan effectively and reach them on their preferred channel with the right message at the right time. Build Pipeline - automate lead qualification process and pass great leads to sales in real-time. Behavioural data, automated lead scoring, and lead sharing all help ensure that sales is getting more leads and more leads of the right kind; helping to increase revenue and close more deals faster. Demonstrate Impact - measure pipeline and revenue results across every marketing investment. Marketing analytics and Power BI let you track your impact across campaigns and channels for a true view of your marketing ROI. Dynamics Marketing helps you plan and manage your marketing plan from financial to tactical. 5
Workflow Engine The automated business processes or service cases within Microsoft Dynamics CRM enables the enforcement of business rules and can guide users toward desired customer service outcomes. This allows your team to deliver a consistent customer experience across all channels and departments. Microsoft Dynamics CRM 2016 improves business process flows by using branching capability to allow organisations to implement complex business processes based on specific topics or skillsets. The branch selection is done automatically, in real-time, based on the rules defined. This eliminates overhead operations and queue management backups and gets your customer the information they are looking for, quickly and accurately. Integrated Social Engagement With integrated social insights, your organisation has the ability to listen to, but also to interact within social channels, ensuring a consistent image and positive impact on your brand. Social Marketing allows you to manage your brand reputation, nurture influencers, measure campaign effectiveness and strengthen your community management by engaging customers in the same media they use to communicate with you or about your organisation. Social Care keeps customers happy by identifying any issues or trends within social media early and allows you to be proactive within social media relating to a specific or important issue. Social Interaction allows you to leverage social communication to identify and act on customer buying signals, monitor key developments on your top accounts, as well as track competitor interactions and trends. Summary Statement Dashboard 6
Any Device, Anywhere Accessing your customers financial details from a mobile device is one of the hottest topics in finance today. Microsoft Dynamics CRM helps your customer service representatives stay connected and productive wherever they are. Mobile connectivity keeps customer information available and your team prepared for every engagement: Update notes, tasks, contacts, accounts and leads while the details on the fly. Interact with customers and gather more information relating to their interests while off site. To retain continuity, when you tailor the Microsoft Dynamics CRM web interface, the configuration will be reflected in the tablet application. Leveraging configuration work that you ve already done allows you to go to market faster with a mobile platform. Even client-side logic is supported on the mobile device to deliver rich experiences. Data is cached for offline viewing, so there is no need for an internet connection which provides a fail-safe solution when internet disruptions occur. Microsoft Dynamics CRM pictured on a small Microsoft and ios device. Extending Microsoft Dynamics CRM Microsoft Dynamics CRM provides a powerful business application platform that delivers the opportunity to extend and provide value added solutions. These solutions are built on top of the robust core platform capabilities included with Microsoft Dynamics CRM. By using these capabilities, you can add customisations without having to build the fundamental CRM foundation. Microsoft Dynamics CRM makes use of metadatadriven architecture offering the flexibility to create custom entities and attributes - making future upgrades easy. This allows for data structure changes without requiring code modifications in Microsoft Dynamics CRM. 7
About UXC Eclipse UXC Eclipse is the global winner of the Microsoft Dynamics Industry Partner Award for 2015. A Gold Microsoft Dynamics CRM partner we are the preferred implementation partner for large and complex CRM solutions. UXC Eclipse offers applications business consulting & project management, applications development, corporate performance management and business process management. For more information, please contact: Australia 1300 660 471 info@uxceclipse.com www.uxceclipse.com.au New Zealand 0800 472 962 info@uxceclipse.com www.uxceclipse.co.nz 8 2015 UXC Eclipse. All rights reserved. Version 1.0