Burgan Bank’s customer relationship management program achieves further success

Press release
Published January 9th, 2012 - 09:32 GMT

Burgan Bank announced today that its Customer Relationship Management (CRM) has recorded significant improvements. The bank recently upgraded its Microsoft Dynamics CRM solution to Microsoft Dynamics CRM 2011, an effort that is designed to pave the way for more enhancements in marketing its products and services.

The bank’s CRM program is aimed to increase sales revenues, improve cross sales, generate new customers and deliver better customer service. The system has been implemented across the bank's branches, call centre and the direct sales teams. Through CRM, the bank’s staff can get information about their customers quickly, identify sales opportunities, track their sales in progress, run sales campaigns more effectively, and much more. 

Ms. Muneera AL Mukhaizeem, Chief Retail Banking Officer –GM said: “Since the launch of our CRM program, the Retail Division at Burgan Bank has realized significant tangible results. This includes identifying successful selling opportunities, improved execution of sales campaigns as well as better management of sales opportunities. By implementing the Microsoft Dynamics CRM 2011 program, we believe that it will provide a strong platform for more fruitful opportunities in 2012.”

The new Microsoft Dynamics CRM 2011 program is more user friendly, and has a wide range of efficient features that include the ability to track performance against sales targets, easily built in charts and dashboards, creating dynamic scripts for sales calls and customer service activities.

The CRM program at Burgan Bank was launched in its Retail Banking Division in 2009, in line with the bank’s strategy of adopting state-of-the-art services and technology to improve performance. The success of this program has been due to a combination of three things: the choice of a good CRM system and consultants, good team work between the bank's Retail, IT and Project management teams, and the diligent use of the system by staff.

Burgan Bank continues to deploy state-of-the-art technology to add more value and enhance its communications with its audiences.

Background Information

Burgan Bank

Established in 1977, Burgan Bank is the youngest conventional Bank and second largest by assets in Kuwait, with a significant focus on the corporate and financial institutions sectors, as well as having a growing retail, and private bank customer base. Burgan Bank has majority owned subsidiaries in the MENAT region supported by one of the largest regional branch networks. which include Gulf Bank Algeria - AGB (Algeria), Bank of Baghdad - BOB (Iraq & Lebanon),Tunis International Bank – TIB (Tunisia), and fully owned Burgan Bank – Turkey, (collectively known as the “Burgan Bank Group”). Furthermore, Burgan Bank has a present in the UAE through its corporate office (“Burgan Financial Services Limited) which had helped the bank to participate in multiple financing opportunities in the UAE.

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