KCB To Manage Customer Interaction And Data Using ECRM

Kenya commercial Bank (KCB) has today unveiled the use of a new Electronic Customer Relationship Management System (ECRM) aimed at improving customer experience and turn-around time.

The Bank will use the system to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth.


“KCB aims to become synonymous with excellence in customer experience at all service points across the Group in order to increase customer loyalty and business opportunities. We are focused on identifying the optimal experience in order to deliver meaningful results,” said the banks Business officer and managing director for Kenya Mr. Samuel Makome.

He added that the investment in the new customer management architecture is driven by the Bank’s desire to address the needs of the modern customer. With the launch of ECRM—a system provided by Microsoft—customer information will be more accessible within KCB Kenya and other KCB subsidiaries on all customer interactions and requests.

 All customer interactions and requests will be available through a Unified Desktop with a 360-degree view of our customers.

“The Microsoft Dynamics CRM solutions enable companies to earn customers’ loyalty and advocacy for life by providing effortless, responsive and personalized service within a cross-channel context.


With the solution, KCB is now empowered with a single unified experience to deliver results through the customer’s preferred channel,” said Microsoft Kenya Country Manager, Kunle Awosika.

The new system provides KCB with the unique opportunity and ability to track the details of every interaction so as to provide the right service at the right time irrespective of the channel of interaction chosen by our customers.



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