Case Study: SPARDA Bank achieves improved cross-selling and customer service with IBM social CRM

SPARDA Bank improves cross-selling through social collaboration

Sparda Bank, a retail bank with branches across Austria, faced poor knowledge sharing among geographically dispersed staff that limited its ability to identify customer needs and cross-sell products. To address this, IBM (working with Business Partner INTRANET Software & Consulting GmbH) implemented the Safebook social CRM solution, developed with IBM Domino Designer and deployed on IBM XWork Server, to add collaboration and a more complete view of customers.

IBM’s Safebook consolidated nine databases and introduced social tools—Twitter-like feeds, a sales wiki, customer profiles and a recommendation engine—so employees could share processes, product knowledge and customer histories. The result was improved internal communication and customer service and greater effectiveness at cross-selling and up-selling, boosting revenue and sales efficiency for Sparda Bank.

Sparda Bank

Carl Hofrichter

CEO