{"id":554267,"date":"2023-12-26T09:28:33","date_gmt":"2023-12-26T08:28:33","guid":{"rendered":"https:\/\/ibsintelligence.com\/?post_type=casestudy&p=554267"},"modified":"2023-12-26T09:30:40","modified_gmt":"2023-12-26T08:30:40","slug":"first-abu-dhabi-bank-enhances-customer-experience-with-veritouch-crm-for-banking","status":"publish","type":"casestudy","link":"https:\/\/ibsintelligence.com\/casestudy\/first-abu-dhabi-bank-enhances-customer-experience-with-veritouch-crm-for-banking\/","title":{"rendered":"First Abu Dhabi bank enhances customer experience with VeriTouch CRM for banking"},"content":{"rendered":"

Overview<\/strong><\/p>\n

First Abu Dhabi Bank (FAB), the largest financial institution in the United Arab Emirates, embarked on a groundbreaking project to revolutionize its customer service and operational efficiency. The primary objective of this endeavor was to create a single version of truth by eliminating customer data silos and ensuring consistent and seamless customer experiences from start to finish. To achieve this, FAB adopted a cloud-based Customer Relationship Management (CRM) system, leveraging Microsoft Dynamics 365 and VeriPark\u2019s VeriTouch CRM for Banking solution. By moving to the Azure Cloud and implementing this CRM, FAB sought to automate and streamline service request handling, complaint resolution, and customer data management, setting a new standard for customer service and operational excellence within the UAE\u2019s financial industry.<\/p>\n

In just 5.5 months, FAB transitioned from conceptualization to execution, achieving significant milestones along the way. The project encompassed the integration of over 240 service request types, 160 complaint types, and the incorporation of Robotic Process Automation (RPA) to automate repetitive tasks. Additionally, the Customer 360 Degree View module broke down data silos, ensuring a single source of truth for customer information and allowing the bank to provide superior customer experiences.<\/p>\n

Implementation Process<\/strong><\/p>\n

The implementation process of FAB\u2019s cloud-based CRM solution was a remarkable journey that involved meticulous planning, agile methodologies, and the integration of cutting-edge technologies. The project transitioned from concept to execution in an astonishingly short period of 5.5 months, a testament to the dedication and synergy of the teams involved. The process commenced with the setup of the environment and the initial deployment of high-priority service request types. This rapid progress was made possible through the adoption of an agile approach, which allowed FAB to respond swiftly to changing market demands.<\/p>\n

The agile methodology formed the foundation of the project, and eight distinct squads were established, led by FAB\u2019s product owners and comprised of architects, technical leads, scrum masters, developers, and testers from VeriPark. This collaborative approach generated an impressive output, ensuring that the CRM system met the unique and specific needs of banking. The project\u2019s agile nature facilitated iterative releases, and three months after the initial go-live, FAB introduced the fully-fledged complaints management module. This achievement was made possible by VeriPark\u2019s unique functionality, the Generic Process Configurator (GPC), which efficiently configured complaints into subject types, offering a high level of customization and adaptability within the CRM system.<\/p>\n

Benefits Achieved<\/strong><\/p>\n