CRM

The first part of the Group CRM tools, the Customer Portal, was launched by end-2002. The Customer Portal provides the adviser with an overall overview of the individual customer’s facilities, current files and history. At the same time, the Customer Portal contains information on solutions and products relevant to the customer. The tool meant that customer advisory services from 2002 an onwards would be based on customer behaviour.

At the same time, the Group presented the Adviser Portal, which gave advisers a complete overview of files, tasks, customers and leads created from customer behaviour.

Automatic limits were introduced for all customers, based on the complete overview and also offered the customer adviser a more effective process for advisory services and sales

By the end of 2003, the Group introduced the latest item in the range of CRM tools – Financial Planner. This tool allowed the customers to create and maintain their own budgets via Netbank. They could choose to share the budget with their adviser, so that advisory services would be based on actual facts to a much wider extent than before, when it was based on manual entries.