Nedbank expands investment in Microsoft Dynamics CRM

Project Sheet 23 August 2015

Nedbank expands investment in Microsoft Dynamics CRM 2011 for Operational Leads Management (OLM) Solution

Property of Mint Management Technologies 2015

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Nedbank Business Intelligence Solutions upgraded their Microsoft Dynamics CRM 4.0 environment to Dynamics CRM 2011. As part of the enterprise marketing management (EMM) initiative Nedbank conceptualised utilising this lead distribution mechanism for other divisions – The project initiated for this requirement was Operational Leads Management (OLM).Nedbank required Mint to be involved in the development, configuration, stabilisation, deployment and migration (to Nedbank Group Technology) for the OLM project but ultimately to replace the existing operational front end lead solutions for four business areas.

“Operational Leads Management has provided a standardised platform across channels to action leads initiated by the bank or by the customer. This enables a

client centric approach to lead management and customer needs” – Simon Marland – Head : Business Intelligence Solutions

About the Client


OLM (Operational Leads Management) provides a single platform across multiple channels where customer and prospect leads can be received and actioned. Leads are distributed from a campaign in the Enterprise Marketing Management Solution on CRM to the relevant channel. Users can then access leads allocated to them or the Team Leaders/Campaign Managers will assign agents to Campaigns for actioning. In the contact centre environment, the agents are able to view the Campaigns that they have been allocated to and select the ‘Get Next Lead’ functionality to retrieve the next available lead from the system. The system presents the agent with a lead that contains various business rules that guides the agent through the closure of the lead. The system contains the necessary reporting in order for the stakeholders, team leaders and agents to report on the statistics for each campaign and area as well as the product(s) sold.

Together with

The Solution


• “Get Next Lead” with intelligent business rules

• Automated routing based on complex rules• Filtering of leads based on client contact

preference• Real time reporting regarding number of

leads open, actioned and closed

Solution Features


• Single interface for auctioning of leads across multiple channels

• 360 degree view of customer and all leads linked to that customer

• Profile driven access• Advanced reporting and analytics per

division & more

Benefits


Mint has been delivering Dynamics CRM and related services to Nedbank for a number of years. This track record coupled with the business IP around their enterprise marketing management strategy placed Mint in favour when vendors were selected.

Contact us today if you would like to know more about Microsoft Dynamics CRM and how it can help your business.

Why Nedbank chose Mint