Hanseatic Bank uses BSI CRM as a central hub for its customer relationship process

Hanseatic Bank has launched a strategic digitalization project. The integrated CRM solution from BSI serves as a hub for the digitalization of its customer care. This enables a central customer view and seamless customer service across all segments and channels.

Hanseatic Bank is a private bank active throughout Germany with headquarters in Hamburg. It offers individual financing solutions to its customers and partners in its core business fields of investments, real-estate related private loans, credit cards, insurance and factoring. Particularly with its innovative credit card products, Hanseatic Bank provides flexible financing models for every sales channel and an effective customer loyalty building tool. This is where Hanseatic Bank seeks to extend its position as one of the leading providers.

Optimal customer journey

To attain this goal, the company has launched a broad-based project for the digitalization of its customer relationships. This shall accelerate the digital transformation and the transformation from a classic bank structure to an agile organization. The initiative is being pursued at the top management level and is supported across all teams. A sharper customer focus shall be reached in the credit service, collection departments, as well as in sales and marketing in the future, in addition to a higher degree of automation and an optimized design of the customer journey.

“We were sold on BSI not only because of the product, but the partnership at eye level as well.”

Daniel Schröder, Hanseatic Bank

Employees were given the choice

The Hanseatic Bank employees were given an influential say during the CRM solution evaluation phase. “All stakeholders were able to decide whether the tool is the right one for them,” explained Daniel Schröder, Technical Project Manager at Hanseatic Bank. BSI worked together with Hanseatic Bank to find this out by conducting a Proof of Concept (PoC). The initial pilot processes were rigorously tested by the Hanseatic Bank employees. “The feedback we received from the test users had a major impact on our decision. We were convinced by BSI not only because of the project, but even more so by the partnership at eye level and the constructive collaboration. BSI also contributes in-depth industry knowhow in the banking and call center sectors,” stated Schröder.

Boosting of processing speed

Hanseatic Bank plans to integrate all written and telephone channels into its CRM and to connect BSI CRM to its core banking and archive system, as well as its transaction and authorization system. “Many manual tasks and duplicate entries are now a thing of the past. Harmonized processes simplify our work. Furthermore, process guidance and the central customer view will enable us to process customer concerns even better and in a more targeted manner,” explained Nicole Melson, Technical Project Manager at Hanseatic Bank. CRM-based routing shall also pay off in customer satisfaction; the central customer view shall further optimize the up- and cross-selling rate as well as consultation quality.

“Process guidance and the central customer view will enable us to be able to process customer concerns even better and in a more targeted manner.”

Nicole Melson, Hanseatic Bank

CRM from the application to the payment reminder

BSI CRM is literally being used from A to Z at Hanseatic Bank: from application processing to customer service, claims management and on to marketing. “To generate benefits throughout a bank with BSI CRM is a really exciting job for us,” enthused Benedikt Reichlin, Project Manager at BSI. Especially the depiction of the new processes, such as in claims management, and the pragmatic collaboration as partners greatly contribute to the common project aims within the planned time. “Hanseatic Bank is intelligently using the project to bring departments closer together, to build bridges, to break through silos – with an eye towards orienting the bank towards the future,” summed up Reichlin.