3 Ways a Worldwide Financial Services Company Uses Microsoft Dynamics CRM to Streamline Complex Processes while Elevating the Customer Experience
We’re all looking for ways to reduce costs, and that often involves redefining and automating critical business processes. But when you’re looking at customer-facing processes, is it possible to make significant cost-saving changes without sacrificing their experience…or better yet, enhance it?
Absolutely! The Merchant Services division of a diversified, worldwide financial services company, with more than 1,000 team members serving small businesses, did just that. They wanted to streamline the sales and application process for their turnkey payment processing solutions. However, with fierce competition for business, it was critical to keep the customer experience top of mind.
Their processes involve a level of complexity and detail tantamount to applying for a loan. The new solution would need to provide a foundation that could manage multiple touch points with the customer, large amounts of data, and a multi-layered approval process. As is the challenge for many organizations, soutdated, inflexible, and siloed systems were getting in the way rather than helping. Therefore, new solution also needed to connect data, systems, and processes into cohesive workflows.
Automating complex processes and creating more effective workflows: Some of the things Microsoft Dynamics CRM does best
More and more often, companies are finding that Microsoft Dynamics CRM is the ideal operational platform on which to automate complex workflows and approval processes. In this case, the Merchant Services division needed the ability to process applications faster and with less stress on customer while ensuring proposed payment processing solutions are built to fit their exact needs.
So, how specifically did Merchant Services streamline operations, save time and money, and improve the customer experience?
- Turbo forms, a clean user interface, and integration with/consolidation of disparate systems have facilitated a streamlined, end-to-end workflow that makes processing applications faster and easier. This not only saves time and money, but it also reduces stress on the merchant applicant while ensuring proposals are built to fit their needs.
- Improved reporting and dashboards enable managers to quickly access and analyze critical data, helping them ensure the team stays on track for meeting internal and customer service goals.
- Advanced account management capabilities empower the team to continue building stronger relationships with their customers while capitalizing on opportunities for additional sales.
Are you ready to stop wasting time and money on manual or partially automated processes? Do you want to speed up onboarding while delivering excellent service?
Read this case study, and learn more about how this financial services leader met internal and customer-facing goals by leveraging the power of Microsoft Dynamics CRM as an operational platform.
AKA Enterprise Solutions helps asset management, investment banking, private equity and wealth management firms transform the way they do business with world-class solutions built on Microsoft Dynamics CRM and ERP, as well as Office 365, business intelligence, and mobility. A combination of deep technical expertise, years of experience working in financial services, and a highly collaborative approach has earned us an unmatched reputation for delivering ongoing return on investment.