WriteImage CSB Israel-Based Financial Services...
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“When we open a customer record in Microsoft Dynamics CRM, we gain a comprehensive view of our activities with that person or business. We can then tailor our actions more closely to their needs.” Einat Zarmi, CRM Department Manager, Leumi Card Leumi Card wanted to deploy Microsoft Dynamics CRM to replace its Vantive customer relationship management (CRM) system. Microsoft Dynamics CRM offered a flexible architecture to help improve customer satisfaction through better service and sales processes. After the first stage of deployment, Leumi Card business customers reported greater satisfaction, providing the company with new business opportunities. Business Needs Leumi Card, headquartered in Bnei Brak, Israel, offers a wide range of services based on Visa, MasterCard, and private label cards for individuals and businesses in Israel. The firm has more than 2 million private customers and serves approximately 42,000 organizations. Today, financial services companies are working harder in light of global economic challenges and a drive by many households to reduce expenses. To ensure growth or simply maintain market share, many are creating more tailored services and delivering greater value to their customers. To support these goals, Leumi Card wanted to replace its Vantive CRM system. It searched for a CRM solution that could integrate seamlessly with its existing systems and deliver a high level of flexibility. Einat Zarmi, CRM Department Manager at Leumi Card, says: “We wanted to develop a comprehensive view of our clients and use this to build customer loyalty and develop new revenue streams.” The solution needed to improve processes in the customer service center and support thousands of customer queries a month. It would also assist managers and staff at head office to deliver sales and marketing activities. Zarmi says: “This was going to be the largest Microsoft Dynamics CRM project seen in Israel. Our initial estimates were that the solution would support around 330 work processes, and interface with around 70 of our systems.” Solution Leumi Card assessed a number of leading CRM technologies, focusing on Siebel and Microsoft Dynamics CRM. It preferred the Microsoft solution for a number of reasons. Zarmi says: “I saw that Microsoft Dynamics CRM was an open system, so it would be easy for us to create a large number of interfaces. Furthermore, it offered a friendly user interface for our employees.” The company is gradually extending its use of Microsoft Dynamics CRM, which currently supports around 120 work processes and interfaces with 35 systems. Call-center agents use the CRM technology when fielding calls, and services teams use the solution to process client enquiries and requests. In addition, both sales and marketing personnel can view customer data to develop the sales pipeline and campaigns. Zarmi says: “Our work will continue until we’ve integrated CRM into the working lives of around 1,200 employees at Leumi Card.” During the deployment stage of the solution, Leumi Card engaged with Customer: Leumi Card Website: www.leumi-card.co.il Customer Size: 1,300 Country or Region: Israel Industry: Financial services Partner: Matrix Customer Profile Israel-based Leumi Card provides innovative financial products to consumers and businesses. Owned by Bank Leumi and the Kanit Group, it offers a range of services based on leading payment cards. Software and Services Microsoft Dynamics − Microsoft Dynamics CRM Microsoft Server Product Portfolio − Microsoft SQL Server 2008 R2 Microsoft Services For more information about other Microsoft customer successes, please visit: www.microsoft.com/casestudies Microsoft Dynamics Customer Solution Case Study Israel-Based Financial Services Company Drives Growth with Better Customer Data
Transcript of WriteImage CSB Israel-Based Financial Services...
“When we open a customer record in Microsoft Dynamics CRM, we gain a comprehensive view of our activities with that person or business. We can then tailor our actions more closely to their needs.”
Einat Zarmi, CRM Department Manager, Leumi Card
Leumi Card wanted to deploy Microsoft Dynamics CRM to replace its Vantive customer relationship management (CRM) system. Microsoft Dynamics CRM offered a flexible architecture to help improve customer satisfaction through better service and sales processes. After the first stage of deployment, Leumi Card business customers reported greater satisfaction, providing the company with new business opportunities.
Business NeedsLeumi Card, headquartered in Bnei Brak, Israel, offers a wide range of services based on Visa, MasterCard, and private label cards for individuals and businesses in Israel. The firm has more than 2 million private customers and serves approximately 42,000 organizations.
Today, financial services companies are working harder in light of global economic challenges and a drive by many households to reduce expenses. To ensure growth or simply maintain market share, many are creating more tailored services and delivering greater value to their customers. To support these goals, Leumi Card wanted to replace its Vantive CRM system. It searched for a CRM solution that could integrate seamlessly with its existing systems and deliver a high level of flexibility. Einat Zarmi, CRM Department Manager at Leumi Card, says: “We wanted to develop a comprehensive view of our clients and use this to build customer loyalty and develop new revenue streams.”
The solution needed to improve processes in the customer service center and support thousands of customer queries a month. It would also assist managers and staff at head office to deliver sales and marketing activities. Zarmi says: “This was going to be the largest Microsoft Dynamics CRM
project seen in Israel. Our initial estimates were that the solution would support around 330 work processes, and interface with around 70 of our systems.”
SolutionLeumi Card assessed a number of leading CRM technologies, focusing on Siebel and Microsoft Dynamics CRM. It preferred the Microsoft solution for a number of reasons. Zarmi says: “I saw that Microsoft Dynamics CRM was an open system, so it would be easy for us to create a large number of interfaces. Furthermore, it offered a friendly user interface for our employees.”
The company is gradually extending its use of Microsoft Dynamics CRM, which currently supports around 120 work processes and interfaces with 35 systems. Call-center agents use the CRM technology when fielding calls, and services teams use the solution to process client enquiries and requests. In addition, both sales and marketing personnel can view customer data to develop the sales pipeline and campaigns. Zarmi says: “Our work will continue until we’ve integrated CRM into the working lives of around 1,200 employees at Leumi Card.”
During the deployment stage of the solution, Leumi Card engaged with
Customer: Leumi CardWebsite: www.leumi-card.co.il Customer Size: 1,300Country or Region: IsraelIndustry: Financial servicesPartner: Matrix
Customer ProfileIsrael-based Leumi Card provides innovative financial products to consumers and businesses. Owned by Bank Leumi and the Kanit Group, it offers a range of services based on leading payment cards.
Software and Services Microsoft Dynamics− Microsoft Dynamics CRM
Microsoft Server Product Portfolio− Microsoft SQL Server 2008 R2
Microsoft Services
For more information about other Microsoft customer successes, please visit: www.microsoft.com/casestudies
Microsoft DynamicsCustomer Solution Case Study
Israel-Based Financial Services Company Drives Growth with Better Customer Data
Microsoft Gold Partner Matrix and Microsoft Services, and ran proof-of-concept environments at Microsoft labs in Munich and Israel. Based on the findings, Matrix built a production environment, which included Microsoft SQL Server 2008 R2 data management software, and was reviewed by Microsoft Services to follow Microsoft Dynamics CRM best practices. It also made sure the system could be easily migrated to later versions of Microsoft Dynamics CRM. Matrix answered the firm’s central business challenges and gained approval from key stakeholders. Zarmi says: “This was a challenging and complex project. Matrix showed a lot of technical skill and experience.”
BenefitsCall-center staff have gained an intuitive system that’s easy to use and delivers a detailed view of customer handling processes. In addition, sales teams at Leumi Card are in a better position to track sales and take advantage of cross-selling opportunities using the CRM solution from Microsoft. Overall, the company has created a flexible repository for customer data that delivers enhanced customer service and identifies new business.
Better decision making. Employees have a complete set of customer information in a single location because the CRM system integrates well with Leumi Card business processes. Zarmi says: “When we open a customer record in Microsoft Dynamics CRM, we gain a comprehensive view of our activities with that person or business. We can then tailor our actions more closely to their needs.”
Smarter selling. Sales personnel have increased their new-business pipelines using detailed views and reports of customer data. They’re now in a better position to track sales and service successes and identify cross-selling possibilities.
Increased employee productivity. Personnel work more effectively with simple-to-use, intuitive interfaces. Employees can access and share customer data using familiar Microsoft Office products such as Microsoft Excel spread-sheet software and the Microsoft Office Outlook messaging and collaboration client. Zarmi says: “With Office Excel, customer data is presented
in a way that makes it easy to perform rapid, in-depth analysis.”
Enhanced customer approval. Customer surveys have revealed high rates of satisfaction, particularly since the deployment of Microsoft Dynamics CRM. Zarmi says: “It’s difficult to attribute client comments directly to the CRM solution, but it plays a central role in each customer engagement.”
More flexible platform. Because Microsoft continues to develop Microsoft Dynamics CRM, Leumi Card has a solution to support its business long term. “Microsoft Dynamics CRM is a flexible solution that we can adapt as our needs change,” says Zarmi.
This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
Document published December 2011
