- Standardization of Communication and Cross Selling through a Unified Processing Language
Kuwait Finance House (KFH) announced the full implementation of the most high-end and comprehensive system in the field of Customer Relation Management CRM as the first bank in Kuwait and the Middle East. KFH is committed to operate this system for better customer service and strong customer relationship. The Microsoft CRM Dynamics relies on linking and activating the customer service, sales and marketing operations, whilst offering an advanced environment for the customers’ interactions in efforts to prioritize customer service and channeling all human and technical resources for the best interest of customers.
Fadi Al-Chalouhi, Group General Manager Retail Banking at KFH said that the Customer Relation Management CRM system is an unprecedented quantum leap in the efforts of boosting relationships between KFH and its clients. This system supports the exerted efforts to elevate customer service while making customers a top priority of KFH. The system is multifunctional and featured by standardization of communication through a unified processing language. The tools and mechanisms of providing services through the human resources or the technical platforms are compliant with the interests of each and every client since the service provider is aware of all the information of the customers.
Al-Chalouhi reiterated that customer relation management is a work strategy linked with the management philosophy and aims at strengthening ties with them. In light of the diversifications of service channels, efforts should revolve around gathering customers’ data and organizing them in a step to establish integrated management, while achieving success of customers’ operations.
Moreover, he illustrated that the system demonstrates all customers’ transactions through 8 applications on all service centers at KFH. This provides comprehensive outlook on the customer to enable the bank to render services as per unified standards that achieve customers’ satisfaction and boost their loyalty to KFH, yet to increase sales volumes and attract more segments of clients.
He added that by implementing this system, KFH aims at increasing profitability, cutting cost and increasing sales, indicating that the system offers all reports and information that help decision makers and service provider to further cooperate and coordinate for achieving the set targets.