The Austrian retail bank bank99 aims to consolidate customer data, sales activities and marketing processes onto a single platform. With the BSI Customer Suite, it is laying the foundation for a centralized 360° view of the customer, unified lead and campaign management and a more targeted approach to customers. This flexible solution combines banking-specific requirements with the ability to evolve processes incrementally.
Customer Profile
bank99 relies on BSI Software for a centralized customer platform and co-creation
bank99 in numbers
≈ 300 000
customers
≈ 340
employees
Focus areas
Sales, customer engagement and marketing
Scattered customer data hinders a consistent customer experience
As bank99 has grown, so too have the demands für efficient sales processes and consistent customer support. Information about customers, products, leads, appointments and campaigns should not be scattered across different systems and interfaces. A centralized view of past touch points and current sales activities would facilitate the consistent processing and tracking of leads, as well as cross-department collaboration.
Management is also becoming increasingly important: Analyses of lead conversion, sales funnel and campaign performance should no longer be possible to a limited extent only or through manual steps. bank99 aims to eliminate these information silos and create a scalable foundation on which sales, customer engagement and marketing can work more closely together in the future.
“With the BSI Customer Suite, we are laying the foundation for a centralized view of our customer relationships and sales activities. The combination of a strong fit with banking processes, intuitive usability and the possibility to gradually evolve the platform in line with our strategic requirements was decisive for us.”
A shared platform integrates customer insights and sales
With the BSI Customer Suite, bank99 relies on a centralized CRM foundation that brings together information and activities. The goal is a 360° view on customer relationships: Employees should be able to view customer history, leads, tasks, appointments and campaigns status in a unified environment and manage them more effectively.
The solution also supports structured lead and campaign management and integrates into the existing system landscape via interfaces. When selecting the ideal platform for their needs, bank99 was particularly impressed by BSI Software’s alignment with banking requirements, its intuitive usability and its standards-based, flexible approach. Banking, regulatory, data protection and security requirements remain key guiding principles throughout the process.
Co-creation creates room for further development
The implementation is not just a technology project. Together with BSI Software, bank99 is focusing on modern, AI-supported co-creation and targeted knowledge transfer. The goal is to empower employees to independently further develop selected processes in the future. The BSI Academy offers a comprehensive training program designed specifically for this purpose. The result is not merely a new CRM interface, but a platform that flexibly adapts to the bank’s operational requirements and can grow alongside them.
The initial focus is on the central CRM customer platform as well as on sales and customer engagement processes. Building on this, bank99 plans to gradually integrate additional customer journeys, touchpoints, analytics applications and automated campaigns.
“BSI Software particularly impressed us with its 360° view of the customer, as well as its lead and campaign management capabilities. With the new platform, we aim to consolidate information, standardize processes and provide our employees with a modern and practical work environment.”
Plan for greater transparency today, strengthen customer relationships tomorrow
With the BSI Customer Suite, bank99 is laying the technological foundation to use customer information more consistently in the future and to better align sales and marketing activities. The goal is to process leads in a more traceable manner, manage campaigns in a more targeted way and design customer interactions based on data. For employees, this provides a modern, practical work environment; for customers, it offers a more relevant and consistent experience.
The platform is also designed to be scalable. In the future, additional use cases in sales management, service and omnichannel management may be added. In this way, bank99 aims to develop a connected customer experience over the long term based on a centralized data and process foundation.
Banking solutions
We understand the processes and regulatory requirements of the banking industry in great detail. It is not without reason that we are the Number One for banks in Switzerland.