iMAL*CRMPlus is a web-based application for supporting processes implemented by a financial institution when handling customers’ contacts. It also caters for storing information on current and prospective customers. Information in iMAL*CRMPlus can be accessed by employees from different departments, such as sales, marketing, customer service and performance management. It is based on Microsoft Dynamics CRM.
The system provides the user with a drill-down facility up to the transaction level. The ultimate purpose
of the CRM module is to increase profit. This is mainly achieved by providing an enhanced service to customers. The system does not only provide superior service to customers, it also has the capability to reduce costs and complaints.