👉 After almost 30 years of work related to CRM, I have come to the conclusion that the big problem for all financial institutions has not changed, and this is linked to the fact that they see their customers in separate, watertight compartments.
For example, Collections sees the debt that a customer has in their area and perhaps does not appreciate that they also have a card or a loan that is in arrears; but the worst thing that can happen is that in addition to seeing this as something wrong, they do not observe whether that consumer has made a claim related to the product, which may be genuine.
This can lead to a mistake such as the customer making a claim before a government institution, and then the bank calls him to collect the money, leaving a very bad image because it conveys a lack of knowledge and disinterest about the bank, and the reality is that banks need to generate trust for someone to invest their money in them. Hence the importance of having software that helps each of the channels, or people who manage them, to have all the information to ensure proper care. At this point in time, it cannot happen that a financial institution does not know who it is dealing with.
This is an excerpt of a note that was made to our Chief Technology Officer, Fernando Gava. He has been working for more than 25 years in generating innovative technological solutions for the financial industry.