Landing Transformation Initiative
The App-to-Book CRM solution was developed to provide the business with an enhanced sales experience replacing ERM with an upgraded relationship management platform. This new CRM application for M&T became the tool through which the sales user got their job done more effectively than they were able to achieve before the solution was implemented in 2014. The new CRM not just tracks sales activities but also provides value addition to the user, helping them sell smarter by providing integrated sales tools, imbedded analytics and delivering the right information to the user in the right place.
The Impact
- Enhanced employee and customer experience
- Support & Strengthen Regulatory Compliance
Additionally, the tool I helped design, enabled various groups within the sales force and in particular solution partners across business lines, work in a coordinated manner to sell to the customer. The new CRM delivered a front-end tool for the administration of entity management functions by the end user such as the creation of prospect/customer records, linking of related parties such as owners, guarantors, and Centers of Influence (COIs) as well as management of data and documents associated with the customer or related party.
The system also presents a 360º view of the customer, including all demographic information, account and service information, in addition to the associated employees across different business lines, which are responsible for the relationship.