Maison Consulting & Solutions is a Microsoft Gold Certified Partner that specialises in integrating Microsoft Dynamics solutions. In a series of consulting sessions, the organisation introduced KASB Bank to Microsoft Dynamics CRM 4.0—management software that helps bring together all areas of a business. Mujtaba Habib, VP of IT, says: ?We looked at implementing a Siebel solution or other locally developed technologies, but our colleagues at Maison Consulting & Solutions showed us how Microsoft Dynamics CRM could resolve our problems more cost effectively.
Maison Consulting & Solutions developed a collections management module on Microsoft Dynamics CRM, which merges collections activities with sales activities. For example, calls from customers with defaulted loans are automatically routed to the collections management department.
The partner also developed a Microsoft .NET– based solution, which integrates with certified technology that extracts information from core banking. Sultan Hamdani, Senior Consultant and Chief Operating Officer, Maison Consulting & Solutions, says: ?Any user of Microsoft Dynamics CRM with authorised access can provide account balances or carry out funds transfers and bill payments in real time, over the telephone.
Microsoft Dynamics CRM was easily customised to support a complaints management system that routes and escalates calls automatically. It works with Microsoft Office Outlook® 2007, which triggers workflows and tracks complaints, and the bank’s call centre solution, which automates the distribution of calls between agents who can process requests such as pay orders and debit card replacements. Munawar Jaffrani, Executive Vice President and Head of Service Quality and Remote Banking, KASB Bank, says: ?The integration capabilities available in Microsoft Dynamics CRM have made it easy for us to create end- to-end automation in the contact centre.
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