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Espirito Santo Private Banking Increases Efficiency in Customer Management by Using Microsoft Dynamics CRM

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Executive Summary

Esp?rito Santo Private Banking has been in the market for 16 years. The company has approximately 88 account managers, also known as "Private Account Bankers". Esp?rito Santo Private Banking felt the need to improve its planning, increase insight about customers, and enhance the effectiveness and efficiency in its relationships with customers. The bank had some software products to support staff in this effort, but satisfaction with the performance and agility of the products was low. One of the reasons for the decision to deploy a new system was a change in the organization that included the definition of a new sales management cycle. This led Esp?rito Santo Private Banking to the decision to deploy a Customer Relationship Management (CRM) solution. A customer relationship management system is critical because, over the past years, the banking business and the market itself have undergone significant changes, a wide range of products and services have become available, complexity has increased, and more frequent customer contacts are required. Customers look for alternative products and demand better service and higher quality. The customizations, performed by a work team comprising members from a variety of areas, enabled Esp?rito Santo Private Banking to tailor Microsoft Dynamics CRM to the needs of the bank. With more than 100 users, the company's staff experiences the advantage of working with this solution.

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