Aptean customer Bank BGŻ BNP Paribas is a member of BNP Paribas, a leading international banking group. It is a universal bank, listed on the Warsaw Stock Exchange, that offers savings and investment products and a wide range of loans to its individual customers, while businesses (micro enterprises, SMEs and corporations) are provided with solutions for financing operations in both Polish and international markets.
The Bank specialises in financing agriculture, food economy and regional infrastructure.
The Bank had a vision to transform itself from a mid-sized bank to a leader in its market.
A fundamental part of this journey was to modernise its infrastructure as it lacked a single, complete source of customer data.
“First we changed our culture and our processes and then we decided to implement a CRM solution. For us CRM is not just a product but it is a strategy,” said Dariusz Żurakowski, Director of Business Intelligence, Bank BGŻ BNP Paribas. “We selected Pivotal as our CRM after an extensive period of evaluation and I am delighted to say that the solution has made a big impact on our customers, staff and on the bank as an organisation.”
“Pivotal is the fundamental tool for our advisors who are interacting with customers both face to face and in our contact centres,” continued Żurakowski. “It provides us with 360 degree visibility for each customer so that we completely understand their situation and history with Bank BGŻ. This is essential for the team to be able to provide excellent customer service and customer experience. Pivotal also helps us to ensure that our campaigns are more effectively targeted as we have far better customer intelligence than before.”
Before implementing Aptean’s Pivotal CRM solution in 2011, Newsweek Polska ranked Bank BGŻ as sixteenth out of twenty Polish banks for Customer Service and Customer Interaction. In 2014 Bank BGŻ had moved up to the number one position in Newsweek’s rankings. Pivotal CRM is used daily by the Bank BGŻ staff of nearly 5,500 employees across its headquarters, branch network and business centres.
Aptean’s Pivotal CRM solution addresses a wide range of business challenges across all areas of CRM, including sales force automation, marketing management and service management. Designed to fit organisations of all sizes, the solution is easily configurable to meet compliance and local requirements as well as vertical market-specific issues, especially in the financial services and discrete and process manufacturing industries.
Pivotal was recently named a Strong Performer in “The Forrester Wave™: CRM Suites For Midsize Organisations, Q1 2015”, released on March 25 by Forrester Research, Inc.