Case Study Arab Bank

Arab Banner

Highlights Highlights

  • 200 +

    Integration Touchpoints

  • 13

    Countries

  • 1400+

    Users

what was Arab Bank looking for

For Sharia Compliant Consumer Banking:

  • Unified Customer 360

  • Modern Customer Service

  • Modern Sales

  • API driven ecosystem

  • Smart analytics & insightful dashboards

For Sharia Compliant Corporate Banking:

  • Contact 360, Account and group 360

  • Seamless account onboarding

  • Creating bankable opportunities

  • Increasing deal activities with advanced playbooks

  • Performance accelerators

solutions delivered For Consumer Banking

  • Unified Customer 360

    Arab Bank users get a single view of customer using out-of-box banking data models, governance capabilities, multi-layered, real-time information on flip cards incl. product holdings, finances, facilities and account intelligence. The platform has 90+ ready connectors for seamless integrations and an STP enabled Action Centre to instantly fulfil any customer need with simple clicks.

  • Modern Customer Service

    CRMNEXT captures service requests, complaints, grievances (QRC) across channels, including branches. Customers get real time case updates via email and SMS and cases can be closed automatically, manually or via reverse updates as needed. Smart rule-based auto escalations reduce turn-around-time and improves SLA compliance.

  • Modern Sales

    CRMNEXT enables end to end digital journeys for faster processing of leads, captured from multiple sources. Auto scoring of leads based on predefined or customizable parameters helps sales teams to prioritize actions. Auto assignment/routing of leads with intelligent two-level assignment rules based on product, user role, source channels and more

  • Personalized offers

    Arab Bank customers enjoy dynamic personalized offers with real-time visibility on eligibility, auto filled applications, upload documents and application status. Personalized campaigns are sent out from integrated campaign management, and these are made available to the customer facing staff to pitch for walk in clients as well those reaching out to the contact centre, rendered and serviced within CRMNEXT with instant fulfilment capability. This significantly increases product holdings per customer.

  • API driven ecosystem

    CRMNEXT takes advantage of new technologies like microservices, webservices, APIs and more to fetch information in real time for auto-populating, auto-assigning calls depending on multiple parameters, smart contextual knowledge management and more. The platform delivers sharia compliant KYC with seamless integrations with multiple systems including National IDs, credit bureaus and more. 2-way integrations with AFS (Credit card system), Debit Card System (ATM), Equation CBS (Core Banking System), Finnone (Loan System) and more

  • Smart analytics & insightful dashboards

    The platform delivers 100+ drill down, multi-axis, out-of-box and customizable reports depending on roles and geographies. Reports are sent in all formats incl.html,text, pdf with data and graphs to a user’s email inbox. Reports include sales reports, service reports, role based dashboards, summary pages and more.

solutions delivered For Corporate Banking

  • Contact 360, Account and group 360

    CRMNEXT delivers a holistic contact information that includes demographics, hierarchy levels, associated opportunities, service requests, escalations and more. With Account 360, users get a comprehensive single view of customers powered by real time data from a unified customer data platform. With group 360, the bank gets a hierarchical grouping of corporate customer, its subsidiaries, partners, vendors and counter parties across geographies.

  • Seamless account onboarding

    Arab bank delivers end to end onboarding of enterprise customers using fully integrated processes on a single platform with the help of Autonoma IntegrationsTM and Autoflow DesignerTM. CRMNEXT ensures process compliance with FATCA, eKYC, Sharia laws and more. Automated integrations with DWH, back office and core banking systems eliminated the need for multi window jumping and empowers service teams with quick action buttons on a single screen.

  • Creating bankable opportunities

    CRMNEXT captures opportunities across channels and gives a comprehensive overview of stages, probabilities, anticipated closure dates, sales team details, anticipated revenue etc. across product lines. Users can prioritize opportunities with predictive health scoring to monitor prospect engagement levels and determine propensity to buy.

  • Increasing deal activities with advanced playbooks

    CRMNEXT built multi step lead qualification cadences and gave prescriptive recommendations for next best actions that include the best time and channel to connect, for each opportunity stage. It uses advanced playbook designers that automates the next engagement steps using emails, phone or social media. Users can design intelligent and change ready processes and screens to handle complex workflows, assignment rules and categories of queries, requests or complaints

  • Performance accelerators

    CRMNEXT’s Catalyst Performance Modeler assists users in setting targets based on roles, products, time period, channels, revenue, quantity and conversion rates etc. The bank teams can now intelligently plan for accounts and set revenue activity targets based on different parameters like income, income group, organizational hierarchy, balance sheet, credit ratings, wallet share, outstanding payments etc.

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