1. 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 million (US$1.56 million)
Web Site
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
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