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Ithmaar Bank upgrading systems to further boost customer experience

Sep 3, 2019 3:13 PM

The upgrade, part of Ithmaar Bank’s far-reaching digital initiatives, aims to maintain the Bank’s leading position in terms of innovation and technology.

The announcement follows the formal appointment of one of the world’s leading banking solutions experts to help implement a Customer Relationship Management (CRM) platform upgrade that will put the Bank’s customer service capabilities among the best in the world.

The sophisticated new Microsoft Dynamics CRM solution will enhance customers’ banking experience and help introduce new, customer-focused solutions in line with banking industry trends towards increasing personalisation, security and mobility, as well as customer engagement.

“Today’s customer is more sophisticated than ever, demanding a more personal approach from their banks, as well as more convenience and security,” said Ithmaar Bank Chief Executive Officer, Ahmed Abdul Rahim. “Ithmaar Bank prides itself on taking a customer-centric approach, always putting the customers’ needs first. To do so, we invest heavily in continuously developing our products and services with particular emphasis on the customer experience,” he said.

“This major upgrade is an example of how seriously we take our commitment to our customers,” said Abdul Rahim. “It is designed, first and foremost, to further enhance our business relationships with both existing and potential customers, allowing for faster response times and more engaging interactions,” he said.

“The new CRM will help us to serve our customers faster, better and smarter,” said Abdul Rahim. “It will allow for automated responses, intimate personalisation and, most importantly, an immediate 360 view of customers. This, in turn, will allow us to anticipate customer needs even before they are articulated,” he said.

“The implementation of this innovative enterprise-wide CRM solution will also improve how we handle customer feedback, which will help us serve our customers better,” said Abdul Rahim. “Together, these exciting new features will translate to a better customer experience overall,” he said.

VeriPark Gulf FZE, which specializes in providing CRM as well as Omni-Channel Platform, Branch Automation and Loyalty Management solutions to financial institutions around the world, is the leading Microsoft partner globally for Microsoft Dynamics CRM in the banking, finance and insurance industries. Ithmaar Bank appointed VeriPark to help implement the CRM upgrade as well as other customer-focused systems that will help the Bank improve its efficiency and productivity.

“VeriPark has successfully implemented multiple CRM projects for clients across the globe and has the necessary resources and skills to help us implement the proposed solutions,” said Janahi. “We are pleased to have them on board, and we look forward to working with them to help further improve our customer offerings.”