SAIB - CRM

​Despite developing a range of retail banking products that suited the needs of customers SAIB's entry into the market was less than successful. To open a bank account or approve a loan took between three and five days because the process was largely manual. Customer service was also sporadic because again, its processes were manual. These lengthy periods of time were effectively undermining the bank's entry into the retail sector.

Following an appraisal of other CRM systems SAIB charged its IT partner VeriPark with implementing Microsoft Dynamics CRM and VeriTouch, an operational CRM technology designed to dovetail with Dynamics CRM to enhance customer relationship management. VeriTouch, developed by VeriPark, is considered to be the leading vertical solution for the financial services industry specifically developed on the Microsoft Dynamics CRM platform. A large number of modules were implemented including call center desktop, complaints management, retail customer on-boarding and account opening, loyalty, marketing, sale and prospect management and electronic forms.