Case study CRM for bank: Belfius Bank and Efficy CRM
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Belfius Bank and Efficy CRM: Case study CRM for bank

Belfius Bank and Insurance

For more than three years, Belfius Bankhas chosen Efficy CRM to maximise its activity in agencies and on the web.

In January 2015, the infrastructure manager gave a report which is as follows:

“The new system will enable everyone who is in contact with a client to have a 360° view of them” states Benedict Speybrouck, manager of the infrastructure channels.

Everyone establishes what products the customer has, their level of satisfaction, their habits, particularly concerning digital channels, their new behaviour, their customer relationship with the contact centre and the comments they have, what the products are or which services that would be of interest to them, how they want be contacted, etc.

“This will make customer contact easier, having a Belfius marketer in front of them; this will create selling opportunities and improve the service”.

Since then, Efficy CRM has been deployed in all agencies.

Here are some figures to show the extent that Efficy CRM has had on Belfius Bank’s activity:

– Deployment in 800 branches of the bank

– 5,300 used licenses with around 3,500 users per day

– 6 million customers managed by the system

– 1.4 million of leads managed per quarter

– 1.3 million appointments with customers each year, etc.