FINANCIAL SERVICES AND INSURANCE: ACCOUNT FOR CUSTOMER EXPERIENCE WITH CRM

The world of insurance and financial services has changed radically in recent years as a result of rapidly evolving technology, including CRM for financial institutions and insurance companies, and the emergence of insurtech, fintech and neobanks. Traditional banks and insurance companies can no longer simply offer advantageous loans or a checking account. Now they are expected to offer the client sound financial advice, based on in-depth knowledge of their needs and preferences. The best way to deliver a deep level of personalization quickly and efficiently is to leverage the benefits of a state-of-the-art CRM.

In recent years, insurance companies and banking institutions have been evolving technologically to be able to provide better service, fast. For instance, virtual wallets and Apps allow users to take out insurance in minutes. CRM for banking and insurance allows the industry to move to a customer-centric, knowledge-sharing model and make sure all teams in the organization recognize customer needs.

Precisely one of the main challenges corporate banking and insurance companies are facing in a digital world is to meet their customer expectations. Corporate clients want goal-based planning, proactive insights, personalized outreach… As fintechs create personalized, seamless, effortless experiences for customers, commercial banks keep pace by implementing CRM for financial services, otherwise they risk being left behind in the competitive landscape.

Implementing a CRM solution for financial institutions and insurance companies helps improve customer retention, become more competitive, interact more with the customer and increase margins and profits. With Salesforce solutions, each department can access the same information in all customer profiles, while configuring individual models and proposals to offer additional services.

At S4G we have the experience of successfully implementing solutions such as Sales Cloud or Service Cloud in companies in both the financial sector (Amsterdam Trade Bank) as well as the insurance industry (Pelayo y Fidelidade Seguros), with the objective of creating more efficient and personalized communication flows, and, ultimately, provide the best Customer Experience.