Customer Information Management for Banking

Put customers first by accelerating digital transformation in banking with smarter information

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of employees at customer-committed financial services companies describe their organization as “complacent.”[1]

Enhance digital banking solutions with smarter information

Empowering Employee Experience with Jim Marous. Drive efficient digital banking operations that boost employee productivity and support better customer experiences

Managing customer information effectively is critical to achieve digital transformation in banking. An integrated approach to managing customer information delivers relevant data to sales and service teams when and where they need it to meet evolving customer expectations.

Customer Information Management for Banking integrates CRM systems with advanced enterprise content management and automation to connect all customer touchpoints and deliver a 360-degree customer view, allowing employees time to obsess over customers.

Read the Forrester report to learn more on the state of customer obsession in financial services.

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Benefits of accelerating digital transformation in banking

To deliver optimal customer experiences, bank employees require access to customer information in a coherent, comprehensive and integrated manner.

  • 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.

  • Focus on revenue-generating activities

    Spend less time searching for relevant information and introduce banking automation to save time for delivering value-add consultative services to increase wallet share.

  • Use banking automation to uncover new sales opportunities

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

  • Reduce risk

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

Uplift 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, 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 customer issues, employees often need to search for information stored across various systems and business lines. This delays resolutions and frustrates customers. Consolidate data to increase efficiency and customer satisfaction.

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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

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OpenText Core Content for Sales Departments

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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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  1. [1]Forrester, The State of Customer Obsession in Financial Services, 2022.