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Banca March - Crecemos con valores, crecemos juntosNews

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At Banca March, we want to keep you always informed, and this section gives you the opportunity to find out whatever you want to know about.

01/14/2020

Banca March becomes one of the first Spanish banks to implement fully cloud-based sales management, thanks to Microsoft

  • The bank continues to make progress on its ambitious Digital Transformation Plan, which responds to three key goals: enhance customer experience, expand the range of digital tools available to managers and improve the efficiency of internal processes.
  • Microsoft's cloud-based sales management platform allows for optimal management of all the bank's resources, contributing directly to improved customer services.
  • In just a few months, the use of the platform by the bank’s managers has increased by 40%, and there has even been an improvement to the results of the usability tests undertaken prior to implementation.

Banca March, the only wholly family-owned Spanish bank, has chosen Dynamics 365 for Sales as a cloud CRM solution with a view to meeting managers' needs and growing in line with customer demands. This solution allows the bank's managers to access user information anytime, anywhere, adapting in a far more immediate, real way to their customers’ needs. Dynamics 365 for Sales builds a data and intelligence environment that provides Banca March with valuable, efficient information. Minsait, an Indra company, was the tech partner on the project and was responsible for rolling out the platform at the bank.

Banca March continues to make strong progress on its Digital Transformation Plan, which will carry a total investment of 75 million euros over the 2018-2020 period. The bank's digital strategy responds to three broad objectives: enhance customer experience, expand the range of digital tools available to managers and improve the efficiency of internal processes.

To further its transformation, the bank chose the Microsoft solution Dynamics 365 for Sales, which guarantees data security and allows for integration with multiple systems, as well as providing up-to-date, centralised, easily accessible data. Banca March managers can now harness existing information to draw conclusions and make decisions based on real time data and emerging trends. Dynamics 365 for Sales also provides AI-driven background information which managers can use to pinpoint customer needs, forging strong, trust-based relationships.

Luis Javier Ruiz Fernández, Director of the Multichannel and Global Marketing Unit at Banca March, said: “We saw an opportunity to improve the usability and agility of the commercial agenda as a lever to enhance sales efficiency and customer satisfaction. The key to the project's success was the close cooperation, right from the outset, with the sales managers themselves. However, the project does not end here; thanks to all the initiatives underway and to our collaboration with Microsoft, we will continue to raise excellence levels across all our services.”

A swift, simple implementation

The motivation behind the bank’s digital transformation was one of the key reasons why the Microsoft solution was such a compelling option. According to the Financial Sector Customer Satisfaction Benchmarking by the independent firm STIGA, Banca March's managers secured the strongest customer satisfaction ratings in 2019, thanks to a customer service philosophy that dates back over 90 years and to its clear commitment to tech innovation. A couple of years ago, the bank asked its employees what they needed to improve customer service quality, and this led to its selection of Dynamics 365, a solution which has transformed the way the bank works in an extremely positive way.

Andreea Niculcea, Chief Digital Transformation Officer at Banca March, said: “Our partnership with Microsoft has made us one of the first Spanish banks to go fully cloud-based, and we've achieved it in record time. In just a few months, the use of the Microsoft platform by managers has increased by 40%, coupled with an increase in duration of use, and there has even been an improvement in the results of the usability tests performed prior to implementation.” Andreea added that “managers access Dynamics 365 for Sales on a daily basis, and the platform supports 500 data points originating from a range of internal and external sources.”

Microsoft's cloud platform for smart business management applications has demonstrably improved the automation and productivity of the bank's managers. Using the multiple functions offered by Dynamics 365 for Sales for task automation, project and campaign management, lead generation and follow-up, analysis of business metrics and application of business intelligence, managers can anticipate their customers' needs and manage their accounts proactively, providing excellent service.

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