National Bank of Oman adopts technology for smooth customer experience

National Bank of Oman, one of the Gulf nation’s largest banks, has implemented CRMnext in all its branches and offices to help create a single tech system that manages the entire customer experience.

CRMnext software will be used in all of the bank’s service areas: at branches, on the web and in call centers. The move should reduce the sales cycle and create an easy user-friendly experience for customers.

The CRMnext system is also set up to allows customization to fit individual customer needs. That will help the bank better understand their customers’ financial needs, and increase cross-selling of the bank’s financial products.

National Bank of Oman will use CRMnext’s customer service system to manage questions, complaints and requests across all channels that will allow bank staff to provide more efficient solutions.

Faizal Eledath, chief information officer at National Bank of Oman, said the CRMnext system will allow greater focus on customers with the ability to better serve their needs.

“We are extensively investing in strengthening our service platforms and offering innovative services to continuously enhance our customers’ banking experience,” Eledath said. “The implementation of CRMnext enables us to build a robust service platform. The system provides a unified and flexible interface to manage all our customer touch points.”

CRMnext streamlines the processes for sales automation, customer service management, marketing management, social CRM and knowledge management. As CRMnext is cloud-based, it can be introduced into existing IT infrastructure and configured to meet various business requirements.