MUSCAT: National Bank of Oman (NBO) has implemented CRMnext across all its branches and offices, creating a single enabling system to manage the entire customer experience.

CRMnext will power NBO’s end-to-end lead management across all business lines and channels including branch, web, call centres.

According to a press release, this is expected to help increase sales conversions and reduce sales cycle with a great experience for customers during the on-boarding process. CRMnext has also automated offers based on individual customer needs. This will help to better understand customers’ financial needs, and, hence increase cross-selling.

CRMnext is a specialist customer relationship management (CRM) product company with a focus on transformational CRM solutions.

The bank is also using CRMnext’s customer service solution to manage all queries, complaints and requests across all channels to provide efficient resolutions. The solution is integrated with a number of transactional systems to provide real time information to the customer facing teams on a single window.

Speaking about CRMnext’s solution, Faizal Eledath, chief information officer and head of transformation at NBO said, “Customer centricity and service excellence are key underpinnings of our vision to become the bank of choice. We are extensively investing in strengthening our service platforms and offering innovative services to continuously enhance our customers’ banking experience. The implementation of CRMnext enables us to build a robust service platform. The system provides a unified and flexible interface to manage all our customer touch points for marketing, sales and service management. The system facilitates the seamless integration of various parts of the bank to ensure we deliver a consistently superior experience.”

CRMnext covers processes across sales automation, customer service management, marketing management, social CRM and knowledge management. It is easily deployable on a commutable cloud model ie, private cloud or public cloud with multi-tenant capabilities. In this way, CRMnext empowers enterprises to streamline their customer relationships with greater efficiencies. Built using shape shifting architecture, CRMnext can be introduced into any existing IT infrastructure and configured to meet challenging business requirements which can help drive growth strategies.

“We believe that this implementation will deliver an effective customer-centric system that will improve overall productivity and effectiveness. CRMnext is a new generation, agile and flexible enterprise CRM product that delivers high impact customer lifecycle management capabilities with an auto-upgrade feature which will always keep the bank’s CRM system current and relevant with changing business needs,” said Sushil Tyagi, director of business development.