To increase the relationship with its Customers, RCI Bank and Service chose the Microsoft Dynamics 365 Sales software for Customer loyalty - renewing vehicles and contracts - and recovering old Customers. 

The main challenge of the project was to create a platform that centralized all the information, of rapid, secure and GDPR compliant implementation, highly customizable and with an excellent cost-benefit ratio. The solution that met all the requirements was Dynamics 365 Customer Engagement - Sales module.

Profile 

      Company: RCI Bank and Services Portugal 

      Location: Porto Salvo, Portugal 

      Sector: Credit institution for Renault, Nissan and Dacia brands 

      Products and Services: Car loans for Renault, Nissan and Dacia brands 

      Website: http://www.rcibankandservices.pt 

      Implemented solutions: Microsoft Dynamics 365 Sales, Microsoft Exchange Online, Microsoft Azure 

About RCI Bank and Services Portugal

RCI Bank and Services Portugal is the Portuguese subsidiary of RCI Bank and Services - Renault Group, one of the first European car finance groups and the first car credit company in Portugal. As finance company for the Renault, Dacia and Nissan brands, the company offers solutions that protect vehicles and automobile fleets, with a wide range of financial products and services for Credit, Leasing and Renting, Insurance and other services for vehicles and people.

With over 35 years of experience in Portugal, RCI Bank has become a reference in the offer of financial products and services related to the automotive sector.

Challenge

“At RCI Banque, we didn't use any advanced tools for relationship management. Our Customer management system was concentrated in Excel files, the leads were generated in email but without integration with the system, therefore, we were also unable to map the contacts.”
Pedro Gaia, CRM & Digital Manager - RCI Bank Marketing Department

Motivated to improve and enhance the relationship with its Customers, at the end of 2016, RCI Bank sought a CRM solution, with the objective of increasing Customer loyalty (vehicle renewal and contracts) and the recovery of old Customers.

The main challenge of the project was to create a centralized platform for all Customer information, allowing an integrated 360º view of each individual Customer or company and the management of new business opportunities.

“As we operate with three different sites and a call center, it was crucial to be able to implement a solution that would allow us to get around the great difficulty we had in controlling all the information in a single system, and, at the same time, allowing us to divide the business into several steps and that was able to integrate all Customer data, contracts and associated services.”
Pedro Gaia (RCI Bank)

Goals

The main objectives of RCI Bank with the implementation of the solution were:

• Access and analysis of information in a practical and intuitive way;
• Lead qualification;
• Integration with internal systems for distribution and leads follow up;
• Automatic segmentation of the contact database;
• Sending emails for loyalty and contract renewal;
• Centralization of all information.

Approach

The solution chosen by RCI Bank was Microsoft Dynamics 365 Sales. The greatest complexity of the challenge was the development of integrations with the company's various information systems, using Microsoft's cloud services - Azure. This work resulted in the availability of all existing information, in a structured way and in real time.

In a second phase of the project, Hydra iT also implemented marketing features for segmenting leads and contacts and creating marketing lists. To allow the sending of emails, it also implemented the Microsoft Exchange Online solution integrated with Microsoft Dynamics 365 Sales.

Results

“We were able to integrate the leads directly into the CRM: the contacts are qualified in the CRM and directed to the CRM systems of each car brand, to start a new process.”
Pedro Gaia (RCI Bank)

RCI Bank now has a platform - Microsoft Dynamics 365 Sales - that centralizes all Customer information, allowing an integrated and real-time view of each individual Customer or company and the management of new business opportunities. The company also improved relationship management and communication with its Customers.

The future of the solution at RCI Bank lies in the integration of automatic communications by SMS and email and the use of new touch points for the management of Customers. Work that is being developed with the team of consultants Hydra iT.

“Our main objective of obtaining an agile tool for integrating the Customer portfolio has been fulfilled. Now we know what we have, with organized information and more autonomy”
Pedro Gaia (RCI Bank)

Dynamics 365 Sales - The CRM that will modernize the management of the sales team's tasks and increase sales volume

With over a decade of experience implementing CRM solutions for customers in different sectors of activity, we help companies to leverage their resources.

This solution is chosen for its speed of implementation, ease of integration with other systems, for allowing customization of features and for being recognized by our customers for their excellent cost-benefit.