In this blog, you will be getting an insight into the role of SugarCRM in banks and what is the role of SugarCRM for better customer experience.

SugarCRM in Banks

Personalized, profitable Banking CRM from Pega

SugarCRM Overview

SugarCRM enables businesses to create extraordinary customer relationships with the most innovative, flexible and affordable CRM solution in the market. The company uniquely places the individual at the center of its solution—helping businesses transform the customer experience and enable highly personalized interactions that drive customer excellence and loyalty throughout the entire customer lifecycle. SugarCRM facilitates a transformed, customized user experience that is immersive, engaging and intuitive. Sugar fuses the straightforward simplicity, mobility and social aspects of a consumer app with the business process optimization of conventional CRM.

Role of Sugar CRM in transforming the customer experience of the banks

Role of SugarCRM in banks

As Customer Experience (CX) is more important than ever before, smart businesses have been able to leverage on this by adopting a customer-centric approach.

According to O’Keeffe, an independent market research company, “93% of business leaders believe that improving their customers’ experience is one of their top priorities and 97% state that customer experience is most critical to their business success”. Because positive customer experience lies at the heart of every successful business, it has become imperative to enhance customer experience.

The Key to Success

In order to improve customer experience, businesses should organize their day-to-day operations around the customers.

It should start by analyzing their customer journey, from start till end, to identify which touch points are causing problems, which can be easily improved and which need immediate attention.

Due to this, business can have a 360-degree overview for each and every touch point to enhance their customer service, leading to consistent performance and quality customer experience.

Happy Employees = Happy Customers!

As there is a solid correlation between happy employees and happy customers, CRM makes it convenient for every employee of your business to deliver a tailored customer service.

There is transparency of customer information blended with social media platforms and it also allows all the employees to work towards meeting the customers’ preferences by analyzing their past choices.

Role of SugarCRM in banks not only includes essential support to the employees, but also gives them more time to engage productively with the customers – taking customer experience to the next level.

Customer Experience Redefined

SugarCRM for better customer experience

 “Sugar has really given our sales team an understanding of the prospect before talking to them, so it’s not just a cold call,” said Thomas Shields, the VP of Marketing Program Delivery.

As part of its customer-focused business transformation, BancVue outlined several business process changes that would improve the customer experience, and used Sugar to operationalize them – translating them into the actions to deliver a more consistent and positive customer experience at every interaction.

“It’s a quick way for them to demonstrate they’ve done their research. It makes for a much more graceful conversation,” Shields adds. As a result of this, BancVue was able to generate 3 times as many leads as before by understanding and analyzing their customer’s journey.

Any business that is not able to provide a quality customer service will soon find itself out of the race.With the help of SugarCRM,  the customer experience can be made memorable , as well as the business can achieve employee satisfaction, and can scale up to next level of performance. As it is significant to meet the growing expectations of the customers, SugarCRM for better customer experience has emerged as your go-to business strategy in this age of digital marketing.

CRMRead Editor

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