KCB unveils ECRM system to boost service delivery

Kenya Commercial Bank (KCB) has commenced the use of a new Electronic Customer Relationship Management System aimed at improving customer experience and turn-around time.

The Bank will use the system to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth.

KCB Chief Business Officer and Managing Director for Kenya Samuel Makome said the investment in the new customer management architecture is driven by the Bank’s desire to address the needs of the modern customer.

“KCB aims to become synonymous with excellence in customer experience at all service points across the Group in order to increase customer loyalty and business opportunities. We are focused on identifying the optimal experience in order to deliver meaningful results,” said Makome.

“Customers are increasingly demanding fast and effective services, to enhance the efficiency of the customer support. To meet this demand, the bank has continuously reviewed its systems in order to effectively oversee and facilitate greater customer service. Increasingly, consumers are also demanding more efficient banking services and are becoming more discerning of the power that the technology brings, ” he added.

With the launch of ECRM—a system provided by Microsoft—customer information will be more accessible within KCB Kenya and other KCB subsidiaries on all customer interactions and requests. All customer interactions and requests which will be available through a Unified Desktop with a 360-degree view of our customers.

“The Microsoft Dynamics CRM solutions enable companies to earn customers’ loyalty and advocacy for life by providing effortless, responsive and personalized service within a cross-channel context.  With the solution, KCB is now empowered with a single unified experience to deliver results through the customer’s preferred channel,” said Microsoft Kenya Country Manager, Kunle Awosika.

The new system provides KCB with the unique opportunity and ability to track the details of every interaction so as to provide the right service at the right time irrespective of the channel of interaction chosen by our customers.

The changing era in the banking system; mobile banking, banking Apps and internet banking has offered a wide range of delivering channels in banking. Banks have seen it prudent to exploit the opportunities that arise from these developments and changes to remain more competitive since the most successful financial institutions in the future will be those that are able to leverage most from the information and communications technology revolution.