The confidence of the people in the banking sector has gotten a nasty knock a few years ago. The call for more transparent and understandable products hasn’t gone by unnoticed. Today the bank mainly acts in the interest of the customer and does not focus only on it self or the products anymore. ABN AMRO Hypotheken Groep (Mortgage Group) and ABN AMRO International noticed that early on and now work on a customer-centric strategy.
Customer focus in practice
- Modern relation management by merging current data files and linking them to the data warehouse.
- Contact management: the customer contact centre has insight in the complete customer history through the CRM platform. Contact with whom, how often, about what, through which channel and what is the status of the settlement?
- Case management of mortgage applications, so the status and management of the application are known to all employees.