Standard Bank: Offering Top-Notch Customer Service with SAP® CRM​ Company The Standard Bank of South Africa Limited Headquarters Johannesburg, South Africa Industry Banking Products and Services Financial services including banking, loans and financing, investment services, and insurance Employees 22,000 (within South Africa) Revenue R 17.19 million (US$1.56 million) Web Site www.standardbank.com Top objectives Gain a universal, consolidated view of client information and trends Resolution Deployed the SAP® Customer Relationship Management (SAP CRM) application as part of the “Customer1st” initiative Key benefits Greater data integrity and availability More-efficient bridging of service request backlogs One-click access to every customer’s portfolio and history, accelerating resolution for first-time callers Greater understanding of customer needs, recurring complaints, and market trends More leads for new product sales Ability to gauge the most convenient times to contact customers Updates for customers on queries or concerns through any communication channel Less need for customers to visit a branch Outstanding customer experience for a sharper competitive edge >75% Resolution of service requests on the first call 15% Increase in the lead conversion rate 8% Improvement in complaints resolution “The key success of Customer1st and SAP CRM has been giving us a clear view of what our customers want, what their needs are, and what they are saying to us, thereby directing us on how we can truly meet those needs. This invaluable information will be the cornerstone of the success of our customer experience journey.” Wally Fisher, Head, Business Design Readiness, Core Banking, PBB, The Standard Bank of South Africa Limited 34377 15/01) This content is approved by the customer and may not be altered under any circumstances.