Case study :Customer RelationshipManagement

Copyright © 2015. SOD Technologies Pvt Ltd

Lillian Kiwanuka,Project Manager, Stanbic Bank

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Copyright © 2015. SOD Technologies Pvt Ltd

complexity & providing optimal service

Stanbic Bank Uganda Limited is a subsidiary of Stanbic Africa Holdings Limited which is in turn

services group. The Standard Bank Group is the leading banking group focused on emerging markets. It is the largest African banking group ranked by assets and earnings.

Stanbic Bank Uganda Limited is incorporated in Uganda and is a licensed commercial bank. The Bank is a public limited liability company and was listed on the Main Investment Market Segment (MIMS) of the Uganda Securities Exchange on January 25, 2007.

Stanbic Bank Uganda Limited is the largest bank in Uganda by assets and market capitalization.

Banking (PBB), and Corporate and Investment Banking (CIB).The Bank has points of representation throughout Uganda. Through strategic relationships with the Standard Bank Group, the Bank has key connections to emerging markets globally.

Stanbic Bank system wants to move to the next level for customer interaction and executing their needs and queries by easy access of the CRM. Stanbic bank wants to improve services provided directly to customers and to also use the information in the system for targeted mar-keting and sales purposes. This evolves a need of an enterprise initiative and the Stanbic bank needed a technology partner to re-engineer the existing customer data from the legacy appli-cation to a new CRM application. The aim was to build a new CRM application with keeping all the essentials point of the Stanbic Bank business and the leading to a new process to enhance the existing and new customer relationship as well as be in a position to provide the best customer experience.

Business Need

Stanbic CRM

SODTECH's Fast implementation to track processes and information at a high degree of quality. To be honest one of the most productive tools ever delivered to meet our expectations.

iDempiere is an excellent tool for management.

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Copyright © 2015. SOD Technologies Pvt Ltd

Business Challenges:Stanbic bank is incorporated in Uganda and is a subsidiary of Stanbic Africa Holdings Limited which is in turn owned by Standard Bank Group Limited, Africa’s leading banking and �nancial services group. One of the major challenges was the burden of disconnected legacy systems and disparate databases that store client �nancial data. Another factor being a government body, the cost and complexity of meeting stringent government regulatory and client security and privacy require-ments.

The client was currently facing a huge gap of managing existing and new customer. The client legacy system was failed to organize, automate, and synchronize sales, marketing, customer service, and technical support. Apart from the customer interactions and organized structure, the existing system was also dependent on several other non-automate process. Stanbic bank was lagging from the 360-degree Customer activity history, inbound routing and work�ow management and how to maintain the leads and opportunity through running and upcoming campaign.

Solution:

Bene�ts:

SOD Technologies technical team evaluated three technical options to address the best solution for a complete solution on customer relationship management for the Stanbic bank, Uganda. After further evaluation, the most suitable option was selected in joint exercise with the client.

The SOD Technologies project team devised a comprehensive implementation road map, which addressed issues like Real-time insights into processes with intelligent reports & dashboards for pro-active action, access to intelligent reports, reliably coordinate, collaborate and action customer complaints across channels to ensure fast & accurate resolutions. Enforce TAT / SLA, Identify and cross-sell products, from multiple repositories & systems.

Our CRM manages to places the customer at the focal point of the organization in order to cater to his needs, satisfy him and thus maximize the pro�ts of the organization.

Stanbic Bank CRM now understands the needs of the customer and integrates it with people, technology, resources and business processes. It focuses on the existing data avail-able in the organization and uses it to improve its relationship with customers.

The Stanbic CRM enables banks to give employee's better training that helps them face customers easily

Our CRM now provides the bank with a holistic view of all bank transactions and customer information as well and stores it in a single data warehouse where it can be studied later.

New system permits Stanbic bank to leverage information from their databases to achieve customer retention and to cross-sell new products and services to existing customers.

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