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