Looking to deliver further sales growth year-on-year, this financial services organization employed Pitney Bowes Software business solutions to collate customer data from various sources, provide a consistent customer experience, identify sales opportunities and eliminate manual processes.

Challenge

Given increased competition, regulatory pressure and high customer expectations, this organization needed financial services solutions to maximize revenue and profit.

However, the organization’s ability to achieve this was constrained by:

• The lack of single view of the customer; data spread across multiple product- and channel-specific systems
• The absence of customer contact history across channels and products
• Inconsistent lead management, resulting in administrative downtime and sales leakage
• Manual complaint handling processes
• No visibility of customer’s interaction history, including campaign responses

Solution

To meet and overcome these challenges, this financial services organization needed business solutions that would contain costs, identify and close sales opportunities, and improve customer and employee satisfaction.

They chose to implement Portrait Foundation and Interaction Optimizer to provide a highly configurable multi-channel CRM platform, integrating the existing mainframe and the cashier system as an “umbrella system”. This solution formed a layer of functionality across all channels and products to create a single view of each customer.

The single customer view includes complete product portfolio, contact and personal details, complaint information, related workflow tasks, significant events and marketing information. Portrait Interaction Optimizer and Foundation are now used for all customer interactions, including workflows, campaigns and prompts, and enables enhanced value from each customer as they can now treat every customer as an individual.

This enables more informed and targeted marketing campaigns, including outbound calling, which are also supported by new lead management processes. This business solution also ensures sales opportunities are captured and routed to qualified staff for fast and efficient follow up.

Benefit

• Craft highly targeted campaigns and promotional offers to improve response rates.
• Improve acquisition rates through consistent lead capture, as well as automated lead prioritization and allocation.
• Improve customer satisfaction levels and achieve higher levels of customer loyalty by recording and acting on improved feedback from customers.

Related Capabilities

• Marketing and Communications Solutions
• Customer Strategy

Related Products

• Portrait Interaction Optimizer
• Portrait Foundation