Development and Deployment of Enterprise Customer Relationship Management System (ECRM)

KCB Bank, Tanzania has set an initiative to deploy ECRM system as among of the initiatives to enhance customers’management while raising the customers experience index across all the offered products and services.
The ECRM Platform allows the Bank to manage customer information and is primarily used for customer service, sales and marketing. Deployment of this ECRM system will enable KCB Tanzania to track customer queries and resolutions electronically, improve the TAT in handling the customer issues, monitor compliance to SLA’s within the business, have centralised MIS on Customers, Manage Social Media customer interactions, manage sales leads, manage marketing campaigns and leverage the centralised knowledge base for standardisation.

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