Bank of Beirut Success Story

MS Dynamics CRM Implemented by Netiks

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Bank of Beirut needed to empower front-line officers to improve sales opportunities while servicing customers at the branch. To attain this end, the bank needed to offer a single customer dashboard for a uniform sales process. The bank set out to find a solution that would channel all information into a single customer reference, facilitate up-selling and cross-selling, and enable rapid compliance with regulatory requests. The bank was looking to transform both its operations and customer experience into a digital banking experience.

“It has empowered our customer service team with a 360-degree view of the customers.”

Josephine El Koreh, IT Development & Maintenance Manager, Bank of Beirut

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Return On Investment

Centralize Customer base , a single source of truth (SSOT)
Acquiring the Right Customers
Crafting the Right Value Proposition
Instituting Best Processes
Learning to Retain Customers
Knowing where the Business Stands
Improve Customer Satisfaction
Improve Cross-Selling or Upselling
Set up Standards for Collaboration and Sharing Information Across the Organization

Data Cleansing

60%

Increase In Sales

20%

Business Context

Bank of Beirut, one of Lebanon's top commercial banks, operates 63 branches locally and in nine other countries, including Australia, the UK, and the UAE. It offers services across retail, corporate, correspondent banking, trade finance, and asset management. Committed to growing its market share and customer satisfaction, the bank sought an integrated approach to manage customer information, which was previously fragmented across multiple applications.

Challenges

The absence of a unified customer view hindered operational efficiency and decision-making.

Key challenges included:

Fragmented customer data across different applications.
Inability to respond swiftly to compliance requirements.
Inefficient onboarding processes that impacted customer satisfaction.

Resolution

To address these challenges, Bank of Beirut partnered with Netiks and implemented Microsoft Dynamics CRM.

This solution:

Created a centralized database offering a 360-degree customer view.
Integrated back-office systems for seamless operations.
Enabled workflows to transform tellers into proactive sellers.
Automated sales recommendations and service tracking across departments.

The bank also introduced Smart Branches, allowing customers to access 24/7 digital banking services, including video conferencing and mobile banking integration.

Desired Benefits

The transformation delivered significant benefits, including:

Enhanced Customer Experience:

Faster onboarding with reduced paperwork and wait times.
A consistent omni-channel experience powered by CRM.
Personalized service through automated reminders and targeted outreach.

Operational Efficiency:

Consolidation of customer data into a single source of truth.
Streamlined workflows, reducing manual processes.
Improved cross-sell and up-sell opportunities.

Regulatory Compliance:

Real-time document generation during onboarding.

Future-Proofing:

Focus on digital banking for millennials and social engagement.

“CRM has provided us with sales and service business processes, capturing customer information, and integration with every customer-related function and data point, along with segment product offering and competitor offering,”

Josephine El Koreh, IT Development & Maintenance Manager, Bank of Beirut

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