Kenya Commercial Bank (KCB) has commenced the use of a new Electronic Customer Relationship Management System.
The ECRM system provided by Microsoft, will see the bank manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth.
Customer information will be more accessible within KCB Kenya and other KCB subsidiaries on all customer interactions and requests. All customer interactions and requests which will be available through a Unified Desktop with a 360-degree view of our customers.
KCB’s main aim is to improve customer relations which most banks fail at. Tech revolution has brought changes which should be adapted by most financial institutions and customer relationship is one of the pillars that bring the best in an institution.
KCB Chief Business Officer and Managing Director for Kenya Mr. Samuel Makome said the investment in the new customer management architecture is driven by the Bank’s desire to address the needs of the modern customer.
“KCB aims to become synonymous with excellence in customer experience at all service points across the Group in order to increase customer loyalty and business opportunities. We are focused on identifying the optimal experience in order to deliver meaningful results,” said Mr Makome.
The move is also in response to the increasing customer demand of fast and effective services.
According to Mr Makome, consumers are also demanding more efficient banking services and are becoming more discerning of the power that the technology brings.
“The Microsoft Dynamics CRM solutions enable companies to earn customers’ loyalty and advocacy for life by providing effortless, responsive and personalized service within a cross-channel context. With the solution, KCB is now empowered with a single unified experience to deliver results through the customer’s preferred channel,” said Microsoft Kenya Country Manager, Kunle Awosika.
The new system provides KCB with the opportunity and ability to track the details of every interaction so as to provide the right service at the right time irrespective of the channel of interaction chosen by our customers.