Sales Management and Relationship Tracking (SMART)

Union Bank of California Builds Stronger Customer Relationships Through CRM Solution

The Client

Headquartered in San Francisco, Union Bank of California (UBOC) is the third largest bank in California with over $36 billion in assets, 245 banking offices in California, and 15 international facilities. UBOC currently has 11 percent of the retail-banking share in California.

The Challenge

In a competitive industry, UBOC found that they needed a way to increase sales, deliver personalized services and increase their customer "wallet share." They implemented a sales training program to train branch employees to be more consultative. UBOC realized it was unable to coach and monitor results of these energized sales efforts since all reporting was done by hand.

The Solution

Turning to our experienced CRM professionals, UBOC implemented a web enabled sales management and relationship tracking tool-SMART. With this Sales and Channel Management implementation, UBOC now can use customer data to cross sell, upsell, track referrals and services, and allow management real time reporting of sales activities and results.

The Benefits

As a result of this CRM implementation, UBOC is positioned to increase sales per customer interaction as sales people spend less time doing paperwork and spend more time with customers. The increased time spent with customers and personalized customer service help position UBOC as a leader in personalized banking.

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