The CRM system is designed for bank personnel such as business managers, relationship managers, and branch supervisors. It is an integrated customer relationship management platform that combines customer data management with service and marketing functionalities.

By consolidating customer data from various business and channel systems, the CRM system builds a centralized customer information database for bank-wide sharing and provides a unified customer view. It supports a customer-centric approach through a comprehensive evaluation mechanism and segmentation model, helping identify target customer groups and develop tailored marketing strategies. This enables differentiated services, improves product and service quality, enhances sales capabilities, supports comprehensive customer analysis, strengthens relationship management, reduces asset risk, and alleviates workload and stress for relationship managers.

• High Operational Pressure: Banks are facing intense market pressures, including deposit attrition, customer diversion in loan services, and declining profitability from intermediary businesses.
• Weak Marketing Capabilities: Branch marketing channels remain limited, with insufficient tools to support strategy development, resulting in a lack of precision in marketing efforts.
• Underdeveloped Operational Efficiency: Branch management tools and methodologies are inadequate. The management framework is incomplete, and front-line staff engagement is low.

User Layer

Supports key roles such as business supervisors, relationship managers, wealth managers, lobby managers, and tellers.

Channel Layer

Integrates external CRM service interfaces through a channel collaboration platform to form a unified bank-wide channel system.

Application Function Layer

Business functionalities are planned across areas such as customer management, marketing, service delivery, customer engagement, and operational support.