Bankhaus Metzler maintains customer relationships with BSI CRM

The private bank Metzler is replacing its decentralized databases with the central solution BSI CRM / The aim is to gain a 360° customer view, from lead management to ongoing customer service in order to offer improved service
Thorsten Heinen, Bankhaus Metzler (PresseBox) (Baden/Frankfurt, ) Bankhaus Metzler has decided to replace the separate solutions operated by its individual departments with a new, central CRM system - BSI CRM. The focus is on attaining a holistic view of the customer with contact and activities management together with campaign management. The Unicode capability and multilingualism of the system were particularly important when it came to deploying a new system.

Bankhaus Metzler has been solely owned by its founding family through eleven generations. The capital has been held by the von Metzler family since 1674 - thus assuring the private bank's independence. For Metzler, this central value means acting solely in the customers' interest and to target business towards long-term sustainability - there are no outside shareholders who could potentially gear the priority towards attaining short-term profit goals.

Sustainable action in the interest of customers is also apparent when it comes to customer relationship management. Customer satisfaction and the resulting long-term customer relationships are highly valued at Metzler. To improve processes and procedures from the customers' perspective and to boost internal efficiency, after thorough testing, Bankhaus Metzler decided to work together with BSI Business Systems Integration AG. "In several reference phone calls, BSI customers reported their overwhelmingly positive experiences both with the CRM software itself and their collaboration with the people involved at BSI. The BSI CRM software was also well matched to our strategic IT orientation. And, last but not least, we were convinced by BSI's corporate philosophy: As an owner-operated company, like Metzler, BSI stands for continuity," stated Thorsten Heinen, Head of IT at Metzler.

The standard solution covers the bank's requirements

Data for the respective departments was previously stored in a decentralized manner. This led to a lot of work and high administration and development costs. "In the future we will work with BSI CRM, which best meets the requirements and processes of the departments. The solution is essentially a standard application for which only a few Metzler-specific adaptations will be made," according to Thorsten Heinen.

All employees at the private bank, who are involved in some way with customer-oriented processes, will work with BSI CRM in the future. "We will gradually introduce the CRM software in one department after another over the next two and a half years," explained Thorsten Heinen.

CARISMAtic customer relationship management

Since the term 'CRM' was already in use for another purpose at Metzler, the team decided to use CARISMA for the project and system name. CARISMA stands for Customer Acquisition and Relationship Management. The go-live of the first release at the end of August was the first important milestone. "We are really looking forward to seeing how the software proves itself in daily use and what new findings and requirements we will still be confronted with," stated Thorsten Heinen. However, he is confident: "We found our colleagues at BSI to be extremely reliable. They are very committed and adapt to meet our needs. A trusting, partnership-oriented working relationship has arisen."


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