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CRMNEXT Banking CRM from CRMNEXT
Banking-specific CRM platform with AI-powered customer journey orchestration, automated lead management, relationship-based pricing, unified customer view, compliant banking processes, and seamless integration with core banking systems. Features specific modules for retail banking operations.
Product analysis by function
Customer Relationship Management for Retail Banking
Systems that help banks manage customer interactions, track customer information, and deliver personalized services.
More Customer Relationship Management
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Core CRM Functionality
(10 Yes /10 Known /12 Possible features)
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360° Customer View Consolidated view of all customer information, interactions, accounts, and relationships in a single interface |
Marketing materials and product overviews describe a unified, single customer view consolidating all information for banking staff. | |
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Contact Management Ability to store, organize, and manage customer contact information across channels |
Banking CRM platforms like CRMNEXT fundamentally include contact management across customer touchpoints. | |
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Interaction History Comprehensive record of all customer touchpoints including branch visits, calls, emails, and digital interactions |
Interaction history is a core part of 'unified customer view' and case handling modules. | |
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Account Hierarchy Visualization Visual representation of customer relationships, household connections, and account structures |
Product literature emphasizes relationship mapping and account hierarchy visualization for cross-sell. | |
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Customer Segmentation Tools to segment customers based on demographic, behavioral, transactional, and profitability attributes |
CRMNEXT offers customer segmentation by behavioral and demographic traits as a standard. | |
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Task Management System for creating, assigning, and tracking tasks related to customer service and sales activities |
Workflow/task management is called out in their process automation features. | |
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Document Management Repository for storing, organizing, and retrieving customer documents with version control |
Document management is supported, often including KYC, onboarding, etc. for banking. | |
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Workflow Automation Automated processes for common banking workflows like account opening, loan applications, and service requests |
Workflow automation, including process orchestration, is emphasized throughout product materials. | |
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Role-based Access Control Security features that limit access to customer data based on employee roles and responsibilities |
Role-based access is a critical requirement for bank CRMs and is referenced in compliance features. | |
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Customer Lifecycle Tracking Ability to track and visualize the entire customer journey from acquisition through growth and retention |
Product journey mapping and AI-powered lifecycle tracking are listed as key features. | |
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Search Capability Depth How deeply the system can search across customer records, transactions, and documents |
No information available | |
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Record Processing Speed How quickly the system can process and display comprehensive customer records |
No information available |
Omnichannel Banking Support
(5 Yes /5 Known /12 Possible features)
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Channel Integration Seamless connection between branch, call center, online, mobile, and ATM interactions |
Omnichannel platform integrates branch, call center, digital, and other channels. | |
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Cross-channel Journey Tracking Ability to track customer journeys that span multiple channels without losing context |
CRMNEXT advertises cross-channel orchestration and journey continuity. | |
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Unified Communication History Single view of all customer communications regardless of channel |
Unified communication history is listed as part of their 360-degree customer view. | |
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Channel Preference Management Tools to record and honor customer preferences for specific channels |
No information available | |
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Channel Switching Support Ability to maintain context when customers switch between channels during a transaction or inquiry |
Marketing materials claim frictionless context switching between channels. | |
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Video Banking Integration Support for video consultations with recording and integration into customer records |
No information available | |
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Branch Appointment Scheduling Digital tools for customers to schedule branch appointments with appropriate specialists |
No information available | |
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Social Media Integration Ability to incorporate social media interactions into customer profiles and service records |
Social media integration is mentioned as part of their omnichannel/engagement stack. | |
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Chatbot Conversation Archive Storage and analysis of automated chat conversations with context preservation |
No information available | |
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Channel Shift Analytics Metrics on how customers move between channels and identification of friction points |
No information available | |
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Supported Channels Total number of different banking channels the CRM system can integrate with |
No information available | |
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Cross-channel Sync Latency Time required for information updated in one channel to appear in all other channels |
No information available |
Sales and Marketing Capabilities
(9 Yes /9 Known /14 Possible features)
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Campaign Management Tools to plan, execute, and track marketing campaigns across channels |
Campaign management tools are core to CRMNEXT marketing modules. | |
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Lead Management System for capturing, scoring, distributing, and tracking leads through the sales process |
The platform emphasizes leads management and automated lead scoring. | |
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Opportunity Management Framework for tracking potential sales from identification through conversion |
Opportunity management is specifically described for banking pipelines. | |
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Product Recommendation Engine AI-driven tools that suggest relevant banking products based on customer profiles and behaviors |
AI-driven product recommendations are promoted in CRMNEXT materials. | |
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Sales Pipeline Visualization Visual representation of sales opportunities at various stages of the sales process |
Sales pipeline visualization is referenced in sales dashboards and overview videos. | |
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Sales Scripts and Guided Selling Interactive guides that help bank staff navigate sales conversations effectively |
No information available | |
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Referral Tracking System for managing and incentivizing customer and employee referrals |
No information available | |
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Event Management Tools for planning, executing, and analyzing customer events and seminars |
Event management, including customer seminars and webinars, is a marketed feature of CRMNEXT. | |
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Marketing Automation Automated execution of marketing actions based on triggers and customer behaviors |
Marketing automation tied to customer journeys is a stated core of the system. | |
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Sales Performance Analytics Dashboards and reports tracking individual and team sales performance against goals |
Sales performance analytics (including dashboards) are shown in product documentation. | |
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Next Best Action Intelligence AI-driven recommendations for the most appropriate next step with each customer |
AI-driven 'next best action' recommendations are frequently marketed in CRMNEXT demos. | |
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Campaign ROI Tracking Financial analysis of marketing campaign performance and return on investment |
No information available | |
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Lead Scoring Precision How accurately the system can score leads based on likelihood to convert |
No information available | |
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Campaign Execution Capacity Maximum number of simultaneous marketing campaigns the system can execute |
No information available |
Customer Service Features
(10 Yes /10 Known /13 Possible features)
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Case Management System for tracking customer service cases from creation to resolution |
Case management, from creation to closure, is a well-documented feature of CRMNEXT (relevant for complaints, service requests, etc.). | |
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Service Level Agreement Tracking Tools to monitor and ensure compliance with service level agreements |
Service level agreement features are described as part of workflow and compliance tools. | |
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Knowledge Base Searchable repository of banking information and procedures for customer service staff |
Knowledge base capability for agents is mentioned as a self-service and support feature. | |
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Queue Management System for organizing and prioritizing customer service requests |
Queue management for service requests is specifically referenced in product feature lists. | |
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Problem Resolution Tracking Ability to track recurring issues and their resolution across customer base |
Problem resolution tracking (including recurring issues) aligns with CRMNEXT's case management and analytics. | |
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Customer Feedback Collection Tools for gathering, analyzing, and acting on customer feedback |
Customer feedback collection tools are marketed as part of experience management and satisfaction tracking. | |
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Self-service Portal Integration Connection between self-service tools and agent-assisted service for seamless transitions |
Self-service portal integration (digital-to-agent) is named as part of omnichannel interaction support. | |
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Service Request Automation Automated handling of common service requests like address changes |
Service request automation and self-service process handling is a described system capability. | |
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Voice of Customer Analysis Tools for analyzing and deriving insights from customer feedback and interactions |
Voice of Customer analytics is included via feedback analysis features. | |
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Interactive Problem Solving Tools Guided solutions that help service agents resolve complex issues |
No information available | |
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Customer Satisfaction Tracking Systematic measurement of customer satisfaction across touchpoints |
Customer satisfaction tracking is cited as a reporting/analytics feature, with real-time dashboards. | |
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Average Resolution Time Typical time taken to resolve customer service cases with the system |
No information available | |
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Knowledge Base Size Volume of articles and resources available in the customer service knowledge base |
No information available |
Analytics and Reporting
(11 Yes /11 Known /14 Possible features)
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Standard Reports Library Pre-built reports covering common banking metrics and KPIs |
A library of standard banking reports (KPIs, etc.) appears in documentation/demos. | |
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Custom Report Builder Tools allowing users to create customized reports without technical knowledge |
Custom report builder is available through analytics studio as described by CRMNEXT. | |
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Executive Dashboards High-level visual summaries of key business metrics for decision makers |
Executive dashboards referenced as part of the analytics offering. | |
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Predictive Analytics AI-powered forecasting of customer behaviors, churn risk, and product adoption |
Predictive analytics via AI modules featured in next best action/product recommendations. | |
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Customer Profitability Analysis Tools to calculate and visualize the profitability of individual customers and segments |
Profitability analysis covered in account analytics modules. | |
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Behavioral Analytics Analysis of customer transaction patterns and digital banking behaviors |
Behavioral analytics present in transaction/digital behavior modules. | |
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Share of Wallet Analysis Tools to estimate customer's total financial activity and the bank's portion |
Share of wallet analysis, a common banking metric, is mentioned as part of the analytics suite. | |
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Product Usage Analytics Insights into how customers use different banking products and services |
Product usage analytics are highlighted for bank cross-sell and retention. | |
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Relationship Deepening Metrics Measurement of cross-sell success and relationship growth over time |
Relationship deepening metrics measured as part of their cross-sell and client journey monitoring. | |
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Performance Benchmarking Tools to compare performance against internal targets and industry benchmarks |
Performance benchmarking against targets is described in their analytics product sheets. | |
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Customer Lifetime Value Modeling Projection of long-term value of customer relationships |
Customer lifetime value modules are included in advanced analytics. | |
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Report Export Options Variety of formats available for exporting reports and data |
No information available | |
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Historical Data Retention Length of time customer data is retained for historical analysis |
No information available | |
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Analytics Processing Power Volume of data that can be processed for real-time analytics |
No information available |
Integration Capabilities
(11 Yes /11 Known /14 Possible features)
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Core Banking System Integration Connection with the bank's central transaction processing system |
Integration with core banking is a foundation of the CRMNEXT product and heavily advertised. | |
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Digital Banking Platform Integration Connection with online and mobile banking platforms |
Digital banking integrations are referenced in their omnichannel support features. | |
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Contact Center Integration Linkage with call center telephony and management systems |
. | No information available |
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Marketing Automation Platform Connection Integration with external marketing tools and platforms |
Integration with external marketing automation is available via APIs and documented connectivity. | |
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Document Management System Linkage Connection with enterprise document storage and retrieval systems |
Document management system linkage referenced (e.g. with DMS platforms, for KYC, etc.). | |
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Third-party Data Enrichment Ability to incorporate external data sources to enhance customer profiles |
CRMNEXT highlights use of third-party enrichment for customer profiles (eg: CIBIL, credit, etc.). | |
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API Availability Accessible application programming interfaces for custom integrations |
Public API documentation and integration partnerships indicate broad API availability. | |
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Single Sign-On Support Unified authentication across banking systems for staff efficiency |
Single sign-on is listed as a system feature for user provisioning and security management. | |
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Data Warehouse Connection Integration with enterprise data storage for comprehensive analysis |
Data warehouse integrations present in enterprise architecture documentation. | |
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Regulatory Reporting System Integration Connection with compliance and regulatory reporting tools |
Regulatory system integration is needed for compliance and referenced in regional deployments. | |
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Fintech Ecosystem Compatibility Ability to connect with third-party financial technology solutions |
Feature set includes fintech ecosystem integrations (Open Banking, partners, etc.). | |
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Real-time Integration Capabilities Support for instantaneous data exchange between systems |
Real-time integrations are claimed and are present in platform architecture overviews. | |
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API Count Number of available APIs for integration purposes |
No information available | |
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Integration Implementation Time Average time required to implement a standard system integration |
No information available |
Personalization and Customer Experience
(11 Yes /11 Known /13 Possible features)
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Customer Journey Mapping Tools to visualize and optimize the customer's path across the banking relationship |
Customer journey mapping highlighted as a competitive differentiator with visual journey builders. | |
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Personalized Dashboards Customizable interfaces for different bank staff roles and preferences |
Personalized staff dashboards referenced; supports distinct profiles for roles. | |
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Customer Communication Preferences System for recording and honoring customer preferences for communication timing and channels |
Customer communication preference management tools included in the communications center. | |
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Life Event Detection Ability to identify significant customer life events that create financial needs |
Life event detection part of AI-driven cross-sell, retention, and KYC modules. | |
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Behavioral Triggers Automated alerts based on specific customer behaviors or transaction patterns |
Behavioral triggers/alerts included in orchestration/automation modules. | |
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Personalized Offer Management System for creating and delivering individualized product offers |
Offer management for personalized pricing and recommendations is demonstrated in product overviews. | |
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Financial Goal Tracking Tools to help customers set and monitor progress toward financial objectives |
Financial goal tracking offered for both customers and staff to monitor progress. | |
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Customer Experience Metrics Measurement of satisfaction, effort, and loyalty across the relationship |
Measurement of customer experience is built into feedback and analytics modules. | |
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Relationship-based Pricing Support for pricing products based on the overall customer relationship |
Relationship-based pricing is a marquee feature, specifically highlighted for banking. | |
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Customer Recognition Tools Features that help staff recognize and acknowledge customer milestones |
Customer recognition is built into lifecycle and communications tools (ex: congratulatory messages, etc.). | |
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Moments of Truth Management Special handling for critical customer interactions that shape perception |
Moments of Truth management is aligned with critical event/interaction handling in the journey orchestration. | |
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Personalization Algorithm Complexity Sophistication level of the algorithms used for customer personalization |
No information available | |
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Journey Map Complexity Maximum number of touchpoints that can be tracked in a single customer journey |
No information available |
Mobile and Digital Features
(10 Yes /10 Known /13 Possible features)
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Mobile CRM App Dedicated application for bank staff to access CRM functions on mobile devices |
Mobile CRM app is offered as a dedicated staff app for Android/iOS. | |
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Digital Onboarding Support Tools for managing customers acquired through digital channels |
Digital onboarding flows are marketed as part of CRMNEXT for retail banking. | |
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Digital Behavior Tracking Analytics on customer website and app usage patterns |
Digital behavior analytics on customer usage is specifically described in demo materials. | |
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Mobile Alert Management System for managing the creation, sending, and tracking of mobile alerts to customers |
Mobile alerts/notification management referenced in case studies. | |
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Location-based Services Features that leverage customer location data for relevant offerings |
Location-based services mentioned for contextual offers in digital engagement features. | |
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Digital Document Collection Tools for securely requesting and receiving customer documents electronically |
Digital document collection is a key part of onboarding and KYC for CRMNEXT. | |
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Digital Signature Support Integration with e-signature solutions for paperless transactions |
Digital signature support is referenced for paperless onboarding and e-document signing. | |
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App Usage Analytics Detailed metrics on how customers use banking applications |
App usage analytics available both for customer usage and app management. | |
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Digital Communication Archive Storage and retrieval of all digital customer communications |
Digital communication archiving described in compliance and omnichannel records. | |
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Digital Channel Performance Metrics Measurement of effectiveness and efficiency of digital banking channels |
Channel performance metrics for digital engagement are included in analytics dashboards. | |
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Offline Functionality Ability for mobile CRM to function without constant network connection |
No information available | |
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Mobile Device Support Number of different mobile platforms supported (iOS, Android, etc.) |
No information available | |
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Digital Signature Processing Time Time required to process and verify digital signatures |
No information available |
Compliance and Risk Management
(10 Yes /10 Known /13 Possible features)
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Consent Management System for recording and managing customer consent for data usage and marketing |
Consent management (GDPR/data privacy) specifically mentioned in compliance modules. | |
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Regulatory Documentation Tools for ensuring required regulatory disclosures and documents are provided |
Regulatory documentation handling and disclosures referenced for banking compliance. | |
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Customer Due Diligence Support for Know Your Customer (KYC) and Customer Due Diligence processes |
Customer Due Diligence/KYC processes are foundational for CRMNEXT's banking deployments. | |
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Suspicious Activity Monitoring Tools for identifying and reporting potentially suspicious transactions |
Suspicious activity monitoring and automated alerts for AML (anti-money laundering) are described. | |
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Compliance Reporting Automated generation of reports required by banking regulators |
Automated compliance reporting features discussed in banking product sheets. | |
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Audit Trail Comprehensive logging of all system actions and data changes |
Audit trails and activity logging referenced for regulatory compliance and internal control. | |
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Data Privacy Controls Features that protect customer data and ensure privacy compliance |
Data privacy controls for customer information (including access management) included for GDPR and other frameworks. | |
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Complaint Management System for recording, tracking, and resolving customer complaints |
Complaint management described as a standard use-case of CRM, particularly in banking. | |
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Suitability Assessment Tools for evaluating the appropriateness of products for specific customers |
Suitability assessment for product recommendations mentioned in risk management modules. | |
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GDPR/Data Protection Compliance Features specifically designed to support data protection regulations |
GDPR/Data protection compliance highlighted (with data privacy, consent, and retention policy support). | |
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Vulnerability Assessment Tools to identify vulnerable customers who require special consideration |
No information available | |
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Audit Trail Retention Duration for which system activity logs are retained |
No information available | |
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Compliance Rule Capacity Maximum number of compliance rules that can be actively monitored |
No information available |
Technical and Operational Considerations
(11 Yes /11 Known /15 Possible features)
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Cloud Deployment Option Availability of cloud-based deployment model |
CRMNEXT promotes both cloud and hybrid cloud deployment, with banking customers running hosted/SaaS instances. | |
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On-premises Deployment Option Availability of traditional on-site deployment model |
On-premises deployments are offered and are common for large banking rollouts. | |
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Hybrid Deployment Support Ability to operate in mixed cloud/on-premises environments |
Hybrid deployment support is a market differentiator for CRMNEXT in regulated markets. | |
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Scalability Ability to handle growing volumes of customers and transactions |
Scalability (10s of millions of customers/transactions) is advertised for enterprise banking. | |
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Disaster Recovery Built-in capabilities for system recovery after disruption |
Disaster recovery architecture and business continuity planning are available features. | |
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Data Encryption Encryption of sensitive customer data at rest and in transit |
Data encryption (at rest & in transit) is highlighted per global banking compliance. | |
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Multi-language Support Ability to present interfaces in multiple languages |
Multi-language support is a common feature in international deployments (including Indian regional banks). | |
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Multi-currency Support Handling of multiple currencies in transaction and account data |
Multi-currency support needed for banking, referenced in product materials. | |
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Accessibility Compliance Adherence to accessibility standards for users with disabilities |
Accessibility compliance for users with disabilities is referenced as a platform feature. | |
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System Customization Tools Features allowing banks to customize the system without vendor intervention |
Configuration and low-code customization tools highlighted in platform documentation. | |
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Mobile Responsiveness Automatic adaptation of interfaces to different screen sizes |
Mobile responsive UI described for both staff and customer-facing components. | |
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User Concurrency Maximum number of simultaneous users the system can support |
No information available | |
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System Uptime Guaranteed availability of the system |
No information available | |
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Backup Frequency How often system data is automatically backed up |
No information available | |
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Transaction Processing Speed Number of customer transactions the system can process per second |
No information available |
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