Case Study: Česká spořitelna achieves CRM success and award-winning customer experience with Capgemini

Ceska Sporitelna - Customer Case Study

Česká spořitelna, a major bank in the Czech Republic, embarked on a strategic initiative to implement an effective customer relationship management (CRM) system to deepen relationships with its 5.3 million customers. The bank enlisted the vendor Capgemini as its CRM and integration partner to develop and deploy a client-focused strategy.

Capgemini implemented a comprehensive solution involving new technology, including Siebel eFinance, a data warehouse, and SAS Enterprise Miner, alongside a transformed branch network. This resulted in significant measurable success for Česká spořitelna, including a 20% increase in both gross revenue and net profit, a customer satisfaction index of 76.6%, and an ROI of 3,400% for some marketing campaigns. The vendor's work also helped the bank win prestigious international awards for customer experience and CRM excellence.

Ceska Sporitelna

Jack Stack

CEO