Bidvest Bank only opened its doors a couple of months ago, but it's already won an international award for the quality of its customer relationship management (CRM) system.
Following the recent implementation of Microsoft Dynamics CRM to its treasury and corporate banking division, Bidvest Bank has been named a 2007 Microsoft Customer Excellence Award winner in the Services Industry category.
Earlier this year, gold-certified Microsoft partner, IS Partners, was responsible for the implementation of the CRM solution within a number of Bidvest Bank’s operational areas, including sales and marketing. The solution was implemented to achieve a company wide view of the bank’s customer base, improve efficiencies in providing customer service and formalise sales activities.
The international Customer Excellence Awards, announced at Convergence 2007 in Copenhagen, celebrate customers that have achieved outstanding success with their Microsoft solutions as well as Microsoft partners' solutions.
“A total of 12 award recipients were chosen from more than 100 nominations worldwide. The Services Industry Award recognises companies whose innovative use of technology in their business delivers measurable benefits,” explains Heath Turner, CRM director at IS Partners.
Nominations are reviewed based on quantifiable business benefits gained in terms of productivity and efficiency as well as the return on investment (ROI).
Innovation and vision around the implementation, business process improvements and the use of technology also forms in integral part of the review process.
“Having rolled-out Microsoft Dynamics CRM at Bidvest Bank, processes involved in the various sales stages have been automated for each product category, such as credit and non-credit, for example.
“Case management has further ensured that any queries or service-related issues are resolved efficiently, while sales, marketing and service staff are now able to easily access relevant transactional information from the treasury, derivatives and capital markets system,” Turner says.
Customer information is now also viewed through a single information store while reporting has improved significantly, he adds. “The award demonstrates Bidvest Bank’s commitment to the innovative use of technology to achieve excellence in customer services.”