“When we open a customer record in Microsoft Dynamics CRM, we gain a comprehensive view of our activities with that person or business. We can then tailor our actions more closely to their needs.” Einat Zarmi, CRM Department Manager, Leumi Card Leumi Card wanted to deploy Microsoft Dynamics CRM to replace its Vantive customer relationship management (CRM) system. Microsoft Dynamics CRM offered a flexible architecture to help improve customer satisfaction through better service and sales processes. After the first stage of deployment, Leumi Card business customers reported greater satisfaction, providing the company with new business opportunities. Business Needs Leumi Card, headquartered in Bnei Brak, Israel, offers a wide range of services based on Visa, MasterCard, and private label cards for individuals and businesses in Israel. The firm has more than 2 million private customers and serves approximately 42,000 organizations. Today, financial services companies are working harder in light of global economic challenges and a drive by many households to reduce expenses. To ensure growth or simply maintain market share, many are creating more tailored services and delivering greater value to their customers. To support these goals, Leumi Card wanted to replace its Vantive CRM system. It searched for a CRM solution that could integrate seamlessly with its existing systems and deliver a high level of flexibility. Einat Zarmi, CRM Department Manager at Leumi Card, says: “We wanted to develop a comprehensive view of our clients and use this to build customer loyalty and develop new revenue streams.” The solution needed to improve processes in the customer service center and support thousands of customer queries a month. It would also assist managers and staff at head office to deliver sales and marketing activities. Zarmi says: “This was going to be the largest Microsoft Dynamics CRM project seen in Israel. Our initial estimates were that the solution would support around 330 work processes, and interface with around 70 of our systems.” Solution Leumi Card assessed a number of leading CRM technologies, focusing on Siebel and Microsoft Dynamics CRM. It preferred the Microsoft solution for a number of reasons. Zarmi says: “I saw that Microsoft Dynamics CRM was an open system, so it would be easy for us to create a large number of interfaces. Furthermore, it offered a friendly user interface for our employees.” The company is gradually extending its use of Microsoft Dynamics CRM, which currently supports around 120 work processes and interfaces with 35 systems. Call-center agents use the CRM technology when fielding calls, and services teams use the solution to process client enquiries and requests. In addition, both sales and marketing personnel can view customer data to develop the sales pipeline and campaigns. Zarmi says: “Our work will continue until we’ve integrated CRM into the working lives of around 1,200 employees at Leumi Card.” During the deployment stage of the solution, Leumi Card engaged with Customer: Leumi Card Website: www.leumi-card.co.il Customer Size: 1,300 Country or Region: Israel Industry: Financial services Partner: Matrix Customer Profile Israel-based Leumi Card provides innovative financial products to consumers and businesses. Owned by Bank Leumi and the Kanit Group, it offers a range of services based on leading payment cards. Software and Services Microsoft Dynamics − Microsoft Dynamics CRM Microsoft Server Product Portfolio − Microsoft SQL Server 2008 R2 Microsoft Services For more information about other Microsoft customer successes, please visit: www.microsoft.com/casestudies Microsoft Dynamics Customer Solution Case Study Israel-Based Financial Services Company Drives Growth with Better Customer Data