PNB CRM (Customer Relationship Management) is a holistic solution which takes into account people, processes, technology and strategy to manage all aspects of customer interactions of the bank including both sales and service. It ensures omni-presence of customer across all channels and products through a single user interface. The primary goal of PNB CRM is to improve and enhance customer relationship experiences and streamline customer services and processes.
The architecture of PNB CRM encompasses various modules such as Customer 360-degree, Lead Management, Service including Complaint Management, Campaign management, Analytics & Reporting etc. for all stakeholders of the Bank.
Key features and functions of CRM systems include:
Customer 360: Displays and track holistic view of customer information, interactions, and communication history.
Lead Management: Managing the process of acquiring and qualifying potential customers.
Sales Automation: Automating sales processes such as lead assignment, tracking, and forecasting along with Managing and tracking potential sales opportunities.
Customer Service and Support: Providing tools to manage customer inquiries, complaints, and support issues.
Marketing Automation: Automating marketing processes, including campaign management and lead nurturing.
Analytics and Reporting: Analysing customer data to gain insights into business performance and customer behaviour.
Integration with Other Systems: Connecting CRM with other business systems for a unified view of customer information and lead management/ drop-off management.
The solution will help us to build stronger customer relationships, improve customer satisfaction, and boost overall business performance.
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