CRMNEXT to Enhance Customer Journeys for $4.4 Billion First Bank

With $4.4 billion in assets, North Carolina-based First Bank is the first community bank in the U.S. to choose CRMNEXT to “transform its branches” and empower bank associates with technology that enables superior customer service across channels. A full-service community bank, founded in 1935, First Bank has 95 bank branches in North and South Carolina, and more than 300,000 customers.

“We believe that when customers have big financial questions, they want to talk to someone rather than chat over the phone with a support associate or send messages through an app,” First Bank EVP Cathy Dudley said. “To better serve those customers who want that consultative support, the branch experience has to change and improve as well. This is the heart of what a community bank does: serve the customer quickly and on a personal level.”

left to right: CEO Joe Salesky and VP for Sales Consulting Ed Ponte demonstrating the CRMNEXT platform at FinovateFall 2016.

“A great customer experience is about eliminating the artificial barriers between human and digital channels, and enabling world class, personalized interactions – both online and at the branch,” CRMNEXT CEO Joe Salesky explained. He pointed out that better customer experiences have often been sacrificed on the altar of ”uncovering operational efficiencies” or “digitizing interactions.” Instead, Salesky said, banks like First Bank are leveraging tools like CRMNEXT to set “new expectations for how financial institutions must engage with customers to be innovative and profiable.”

This was especially important to First Bank, which was specifically looking for solutions that would enhance, rather than replace, human interaction and conversation. CRMNEXT simplifies and automates processes that typically required upwards of 15 minutes to complete. This includes everything from new customer onboarding to replacing lost or stolen cards.

CRMNEXT also makes it easy for associates to provide truly omni-channel customer service, for example, spotting an incomplete application for an auto loan during an assisted interaction for another service. This enables associates to provide more assistance more effectively and gives banks the opportunity to gain leads and increase revenues.

“With 80% of customer interactions on digital, assisted interaction on phone and in person are a shrinking opportunity to wow your customers,” Salesky said during his Finovate demo last fall. “That’s why our customers are using CRMNEXT today on 70 percent of their desktops.”

Founded in 2001 and headquartered in Sausalito, California. CRMNEXT demonstrated its customer engagement platform at FinovateFall 2016. The company’s technology lowers the average length of customer transactions by 90 percent, increases employee productivity by 60 percent, and contributes to bottom line revenue by as much as 40 percent. With the world’s biggest banking CRM implementation in the world, CRMNEXT’s platform supports more than a million financial associates and a billion customers.

Finovate Alumni News

On Finovate.com

  • Revolut Launches Cryptocurrency Trading.
  • CRMNEXT to Enhance Customer Journeys for $4.4 Billion First Bank.
  • Payoneer Lands Funding from China Broadband Capital

Around the web

  • TechCrunch examines IBM’s new chip for AI.
  • Bill.com and CPA.com expand Accountant Partner Program.
  • Baker Hill integrates LenderLink into its NextGen solution as part of strategic partnership with Lowenstein and Associates.
  • Roostify announces integration with Black Knight’s LoanSphere Empower loan origination system (LOS).

This post will be updated throughout the day as news and developments emerge. You can also follow all the alumni news headlines on the Finovate Twitter account.

FinovateFall Sneak Peek: CRMNEXT

Screen Shot 2016-08-26 at 4.47.03 PM

FF2016-Logo-wdate-largeA look at the companies demoing live to 1,500+ fintech professionals on September 8 & 9, 2016. Register today.

CRMNEXT is the only true omnichannel customer-engagement platform redefining the role of CRM as the transformation, automation, and innovation platform for financial services.

Features:

  • Delivers seamless omnichannel financial services customer-engagement
  • Powerfully automates and orchestrates customer interactions
  • Grows NPS, referrals, and conversions for every product and channel

Why it’s great
Half a billion customers and half a million bankers have proven what CRM should do NEXT: Make every customer interaction more efficient and create more opportunities for customer engagement and success.42877403_salesky

Presenters

Joe Salesky, CEO
A Finovate pioneer, Salesky was formerly the founder and CEO of ClairMail, the breakthrough platform for mobile banking and payments. He has led serial visionary successes in software and financial services for 30 years.
LinkedIn  42877409_ponte

Ed Ponte, VP Sales Consulting
Ponte has 20+ years of experience directly supporting the sales efforts of consumer-oriented digital channels solutions, security, and infrastructure products in the financial services market.
LinkedIn

Finovate Alumni News

On Finovate.com

  • Behalf Raises $27 Million in New Funding
  • Backbase Partners with Entersekt to Deliver Authentication Technology
  • EyeVerify Teams Up with BioConnect to Boost Payment Security.

Around the web

  • PittsburghPost-Gazette feature on local fintech incubator SteelBridge Laboratories quotes Om Kundu, CEO of InSpirAVE. See InSpirAVE at FinovateFall in New York next week.
  • Massachusetts-based Randolph Savings Bank re-ups with Fiserv for front- and back-office technology.
  • Wipro announces partnership with Stibo Systems to offer Master Data Management (MDM) solutions.
  • PYMNTS.com looks at TransferWise and its growing independence from bank partners.
  • Jack Henry & Associates Awarded by Aite Group for Core Processing.

This post will be updated throughout the day as news and developments emerge. You can also follow all the alumni news headlines on the Finovate Twitter account.

FinovateSpring Sneak Peek: CRMNEXT

CRMNEXT_newhomepage

FS2016-wdateA look at the companies demoing live to 1,500+ fintech professionals on May 10 & 11. Register today.

A magic quadrant leader, CRMNEXT is making its North American debut. CRMNEXT is the unified platform changing the landscape for customer engagement, removing barriers between human and digital channels for the world’s largest banks.

Features:

  • The only complete omnichannel, financial services, customer-engagement solution
  • Powerfully unifies customer interactions
  • Simplifies and automates processes and enables universal bankers

Why it’s great
Proven with 250,000 bankers and serving 150+ million customers, CRMNEXT redefines the role of CRM in orchestrating engagement growth, profitability, and time-to-market for innovation delivery.

Presenters

CRMNEXT_JoeSaleskyJoe Salesky, CEO, North America
A Finovate pioneer, Salesky was CEO and founder of ClairMail, the breakthrough platform for mobile banking/payments. He’s led serial visionary successes in software and financial services for 30 years.
LinkedIn

 

CRMNEXT_EdPonteEd Ponte, VP Sales Consulting
Ponte has 20+ years of experience directly supporting the sales efforts of consumer-oriented digital channels solutions, security, and infrastructure products in the financial services market.
LinkedIn

Finovate Alumni News

On Finovate.com

  • “Zooz Raises $24 Million in its Largest Funding”
  • “Fiserv and INETCO Team Up to Enhance ATM Management”

On FinDEVr.com

  • “What’s in a Name? Plaid Earns “Cool Vendor” Status from Gartner”

Around the web

  • U.K.’s oldest bank, C. Hoare & Co, goes digital with Backbase.
  • “Crowdfund Insider: CAN Capital Forms Agreement with Entrepreneur to Provide SME Loans”
  • Huffington Post names Tactile Finance on its list of 15 women-led startups to watch in 2016.
  • Qumram opens offices in London and San Francisco. See Qumram at FinovateSpring in San Jose next week.
  • Core banking solutions from Wipro to power Paytm’s new payments bank.

This post will be updated throughout the day as news and developments emerge. You can also follow all the alumni news headlines on the Finovate Twitter account.