Customer Information Management for Banking

Put customers first—accelerate digital transformation in banking with AI and analytics

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Enhance customer information with digital banking solutions

Empowering Employee Experience with Jim Marous. Boost your operations to improve employee productivity and customer experiences.

Managing customer information effectively is critical to achieve digital transformation in banking. An integrated approach to managing customer information, enhanced through AI and process automation, delivers relevant data to sales and service teams when and where they need it.

Customer Information Management for Banking integrates CRM systems and enterprise content management to connect all customer touchpoints and deliver a 360-degree customer view. An added layer of banking automation and generative AI content management gives employees more time to focus on next-level customer service.

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Benefits of accelerating digital transformation in banking

Help bank employees access relevant customer information quickly and easily so they can focus on delivering superior customer service experiences.

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    Shorten banking customer onboarding cycles

    Boost banking customer onboarding and service requests with instant access to customer information across all touchpoints, straight from your CRM or case management apps.

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    Focus on revenue-generating activities

    Spend less time searching for relevant customer information—using banking automation and generative AI content management leaves more time for delivering value-add consultative services that increase wallet share.

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    Use banking automation and AI to sell proactively

    Gain the visibility and insights needed to identify cross-sell and upsell opportunities that boost customer lifetime value and increase wallet share.

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    Reduce risk

    Meet current and evolving regulatory guidelines with confidence, instantly locate the right information and comply with privacy regulations such as GDPR.

How does smarter information impact digital banking services?

  • Faster issue resolution

    Employees need full visibility into customer data to provide efficient service and spot upsell and cross-sell opportunities. Data silos and disconnected systems limit what they can see. Integrate data sources for a more complete customer view.

  • Reduced manual tasks

    Bank employees must perform data entry and other repetitive tasks. These processes waste time that could be spent on customer-focused work and consultative engagements. Digitize processes through cloud-based content management and banking automation.

  • Seamless cross-departmental collaboration

    Sales, marketing and operations teams are all part of the customer experience. Without centrally managed customer data, customers can receive mixed messages and delayed resolutions that impact SLAs. Align teams with a single, real-time customer view.

  • Consistent application processes

    Content needs to be governed and delivered to users from within the CRM. This requires a “single source of truth.” Enabling employees with the right information and tools drives productivity and ensures timely and delightful customer experiences.

  • Secure and compliant customer data

    Employees across the bank need easy access to customer and client information. However, not all information is relevant to all tasks and exposing sensitive data creates compliance risks. Use role-based permissions to enforce global privacy policies.

  • Increased productivity

    To resolve issues, employees must often search various systems for information. This delays resolutions and frustrates customers. An intelligent assistant using generative AI content management can quickly sift through content to extract key insights.

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Digital banking success stories

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Customer information management enhanced through banking automation and AI facilitates digital transformation by centralizing and organizing customer data in a complete, 360-degree customer view. This allows banks to enhance customer experiences, streamline operations, and stay competitive in the digital banking landscape. Banks striving to deliver optimal customer experiences without providing employees with the right systems and tools will fall short of achieving their goal. A comprehensive view of the customer gives banking employees the insights needed to deliver exceptional sales and service experiences every time.

Smarter customer information management enables a 360-degree view of the customer, providing insights into their transactions, engagements, preferences, and behaviors. This information helps bank employees personalize sales efforts by targeting relevant products or services and creating tailored marketing campaigns, and ensures expedited resolution to customer inquiries. It also assists sales teams in understanding customer needs and building long-term relationships.

Customer information management helps banks maintain accurate and up-to-date customer information, which is crucial for regulatory compliance. It aids in Know Your Customer (KYC) processes, anti-money laundering (AML) compliance, and other regulatory requirements by ensuring the integrity and security of customer data.

By providing a comprehensive customer view, smarter customer information management enables banks to identify cross-selling and upselling opportunities based on the true customer relationship across the entire bank, taking into consideration customer behavior and preferences. This targeted approach makes marketing initiatives more effective, maximizes revenue from existing customers, and helps build trust by showing customers the bank has their best interests at heart.

Challenges such as data security concerns, integration complexities, and ensuring data quality can be addressed by implementing robust security measures, choosing a customer information management solution with seamless integrations, and establishing data governance practices to maintain data accuracy and reliability.

Explore customer information management components

Private cloud

Explore the component options for a private cloud customer information management solution.

Public cloud

Explore the component options for a public cloud customer information management solution.

Analytics and AI

Add AI-powered analytics to enhance your customer information management solution.

Professional Services

OpenText Consulting Services combines end-to-end solution implementation with comprehensive technology services to help improve systems.

Resources to deliver the next generation of digital banking solutions

How OpenText delivers enterprise content management from within Salesforce

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Bring content management to your CRM processes

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A day in the life of a commercial banking customer

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OpenText Extended ECM for Salesforce

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OpenText Extended ECM for Microsoft Dynamics 365

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OpenText Core Content for Sales Departments

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Introduction to empowering employee experiences in Banking

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Salesforce AppExchange: OpenText Extended ECM for Salesforce

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OpenText Extended ECM for Microsoft Dynamics 365 Customer Engagement

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What is a customer information management system?

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Optimize customer relationship management

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How to delight customers with engaging experiences

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