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success stories / Sales Productivity and Inbound Lead Capture by Using Dynamics CRM


About Customer

​​​​​​The Dubai Islamic Bank (DIB) is an Islamic bank in Dubai, established in 1975 is a public joint stock company, and its shares are listed on the Dubai Financial Market. The bank currently operates 62 branches in the UAE. Adnan Chilwan serves as the bank's president, while Mohammed Al Shaibani is chairman of the board of directors. DIB is involved in local and international partnerships, having established DIB Pakistan Limited, a wholly owned subsidiary which has a network of 175 branches across 62 major cities in Pakistan​.


​As a customer-focused company, DIB was looking for ways to improve the visibility into customer information and effectively automate the process of capturing leads across a variety of channels. The limited ability to collect leads into a shared common pool made it difficult to track sales, report on performance and automate actions on prospective leads. DIB relied on worksheets, emails and partial in-house solutions that did not provide the necessary insight into customer information.


​DIB implemented VeriTouch – CRM solution from VeriPark. The main reason for selecting VeriTouch was the company's experience in the banking industry as VeriTouch is entirely customized to the needs of financial institutions. DIB selected a number of different modules to support its customer-facing operations, including Customer Retail 360, Sales Management Module, Call Center Module, and Campaign Management. Integration between VeriTouch and VeriBranch ensures that front-desk employees do not have to juggle different applications but can use a unified front end to perform common tasks. A single interface ensures improved productivity and faster turnaround time at DIB Call Center and Tele-Sales.


By rolling out VeriTouch-CRM, DIB was able to automate sales management and campaign distribution while providing better information to sales agents and call center staff to facilitate sales and enable them to establish closer relationships with the bank's customers. Since implementation, DIB improved lead capture through multiple customer-facing channels, such as Call Center, IVR, Mobile banking, DIB Website and online banking portal.​The 360 single view of important customer details allows users to get a thorough understanding of customer profiles and cross-sell targeted products / services suited to customer needs.​