Case Study: P&N Bank achieves single customer view and stronger growth with SugarCRM

Supporting the strategy for customer service excellence and growth in a fast-paced, ultra-competitive industry

P&N Bank, a Perth‑based customer-owned retail bank that became Australia’s fastest‑growing customer‑owned bank in 2016, was undergoing major digital and cultural transformation amid intense competition and regulatory pressure. CIO Erik Fenna needed a CRM that could integrate many disparate systems and complex account relationships to create a single view of the customer, support growth and maintain a consistently personal customer experience.

P&N upgraded and extended its Sugar CRM under the mantra “know me, understand me, remember me,” consolidating interactions, accounts and preferences, automating web data capture and feeding workflows for proactive outreach. The implementation gave frontline staff a complete customer record, eliminated re‑keying, streamlined enquiries, strengthened retention and helped drive more than 20% lending growth, with further work planned on segmentation and analytics.

P&N Bank

Erik Fenna

Chief Information Officer