Integrating Platforms

Sep 1, 2011

Technological integration through customer relationship management (CRM) platforms is becoming increasingly important as banks broaden their presence across LatAm.

by Janice Fioravante

Increased efficiency, a 23% jump in sales, automated credit processes and quicker responses to customer care claims. These are some of the results from Banco de Chile’s implementation of a customer relationship management (CRM) strategy to consolidate its business processes onto a single branch platform. The move has provided the bank with an enhanced competitive advantage in the South American banking market.

"We feel we have improved control over finance and accounting, management and human resource processes by integrating the system with our enterprise software," observes Arturo Tagle, chief executive officer at Banco de Chile, the country’s largest bank.

CRM initiatives are sweeping Latin America as banks broaden their presence throughout a region that is watching the ranks of the middle class swell and where technological integration is becoming increasingly important. But integration is just one part of the equation. Systems must also be able...

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