Hatton National Bank Driving Sales Efficiency with Mobile CRM & 360 Insights

• Client: Hatton National Bank
• Industry: Banking & Finance
• Solution: Sales Management, Mobility (Super RM App), Customer 360

Executive Summary

Hatton National Bank partnered with SimpleWorks to address lead leakage and disconnected customer data. By deploying a centralized Sales Management System and a powerful “Super RM” mobile application, the bank empowered over 6,000 users with real-time geo-location tools, automated workflows, and comprehensive 360-degree views of customers, branches, and relationship managers.

The Challenge

Manual processes and a lack of mobility were hindering the bank’s sales performance. The key challenges included:

• Lead Leakage: Manual lead management caused inefficiencies, resulting in lost opportunities across various channels.
• Disconnected Data: Fragmented systems prevented a holistic view of the customer, limiting collaboration and accessibility.
• Workflow Delays: The absence of automated approval processes slowed down task execution and decision-making.

The SimpleWorks Solution

SimpleWorks delivered a solution focused on mobility and centralization:

• Sales Management System: A centralized platform to capture and track leads from web, calls, and branches, integrated deeply with CRM modules.
• Comprehensive 360 Views: Implemented distinct dashboards for Customer 360, Branch 360, and RM (Relationship Manager) 360 to provide targeted insights.
• Super RM Mobile App: Introduced a mobile application enabling field agents to manage leads remotely with geo-location tracking and task automation.

Transformation Achieved

The solution scaled operations and improved sales productivity:

• Unified Lead Management: Successfully consolidated leads from multiple sources into a single, manageable platform.
• Enhanced Decision-Making: Real-time Customer 360 and Branch 360 views provided actionable data for better strategic decisions.
• Automated Efficiency: BPM workflows eliminated manual bottlenecks in task escalations and follow-ups.
• Field Empowerment: The Super RM app enabled agents to work effectively from anywhere, increasing responsiveness.
• Massive Scale: Supported over 6,000+ users with seamless, role-based access controls.
• Productivity Boost: Geo-location features and task automation significantly reduced the manual workload for field teams.
• Strategic Insights: Dynamic reporting tools offered deep insights into profitability and performance.

Project Highlight: Geo-Location Innovation

Real-Time Mapping: A standout feature of this implementation was the introduction of geo-location mapping. This allows the bank to track leads and customers in real-time, enabling proactive engagement and smarter field resource allocation.

Technical Integrations

To create a seamless sales ecosystem, SimpleWorks integrated with:

• SMS Gateway & Email Servers (for communication and alerts)
• Google Calendar & Microsoft 360 (for task synchronization)
• Data Warehouse (DWH) (for profitability reviews and contact details)

Noteworthy

Introduced geo-location mapping for real-time tracking of leads and customers, aiding proactive customer engagement.