Truly effective customer relationship management (CRM) can only be accomplished if it is adopted on an enterprise-wide basis. Achieving an exceptional adoption rate has been a continuing challenge for financial institutions (FIs) of all sizes. One of the biggest challenges has been the lack of access to CRM tools within the applications that are used on a day to day basis by associates in varying departments within the FI.
To do their job efficiently, tellers must remain largely focused on the teller processing application presented on their desktop. Quickly handling routine and more complex transactions for customers is their primary role; however, a teller has a unique opportunity to provide customers with much more than a good transaction experience.