Kraft Bank is a relatively newly established bank that helps people with financial challenges. They offer refinancing of mortgage loans to people who, due to challenging finances and payment problems, are unable to refinance with an ordinary bank. At Kraft Bank, the customer is at the center, and the advisors focus on helping customers out of financial difficulties. They have now recovered almost 600 customers since their start-up in 2018.
Lack of overview
At Kraft Bank, customer focus goes hand in hand with the use of smart technology. From the start in 2018, the bank prioritized getting to know its customers and their needs. The customer portfolio grew rapidly. Already after one year in the market, the need to gain a better overview and increase efficiency arose, and they started the process of finding the right CRM provider.
“We did a thorough needs analysis prior to the choice, where we had reviews with several major suppliers, but in the end the choice fell on Nextcom” – Legal Director Kraft Bank, Jonathan G. W. Sunnarvik
The time before and after CRM
Kraft Bank saw that Nextcom covered the vast majority of its needs, and the bank’s wishes for customization were well taken care of. “The time before and after CRM is like night and day,” says advisor at the bank, Arne Turlid. He continues: “Previously, the work process was cumbersome, which could, for example, lead to two advisors working on the same case at the same time. A waste of time for us, and not least for the customer.”
Since using Nextcom, the bank has increased its efficiency considerably. The advisors can now find all information about the customer with a single search in the system. According to advisor Arne Turlid, the secret of Kraft Bank’s success is good advisors and a CRM system that allows them to work efficiently.
Now it’s easier for customers to relate to Kraft Bank
The system is used all the time and makes the workday of Kraft Bank’s advisors easier. It ensures that all information flows seamlessly between, for example, customers, advisors, agents and the credit committee.
We save a lot of time, and for the customer it means that they get faster answers.” Arne Turlid, Advisor Kraft Bank
For example, advisors can send out a power of attorney to the customer via the system. It’s easy to access liquidity models, and they can send out consent-based loan applications and applications to the credit committee directly from the system. For advisor Arne Turlid, everyday life before and after Nextcom is like night and day. Now he has full control and can provide better customer service. As an example, he highlights the process of approval from the credit committee: “The comments from the credit committee are entered into the system so that we can follow them. Even before the credit committee has finished with the case, we know whether it has been approved or not. We save a lot of time, and for the customer it means they get a faster response.”
Adaptable to any need
Consultant Arne Turlid is impressed with how the CRM system has been adapted and made into their system. He says: “Nextcom has developed the system and made it our system. The system can be adapted to any need, with just a few adjustments. We have put in place everything we wanted. That impresses me”.
Painless implementation
Legal Director at Kraft Bank, Jonathan G. W. Sunnarvik was involved in the entire process of selecting the CRM supplier. He is very pleased with the choice of Nextcom, which not only delivered a system tailor-made for them, but also made it easy for the bank to get started quickly. He believes that Nextcom’s ability to understand the bank’s work processes was crucial, and says; “When implementing the CRM system, we experienced a painless process. In my opinion, this is based on Nextcom’s genuine desire to understand the bank’s work processes to a large enough extent, in advance of the implementation”.
Flow provides speed
Since its inception in 2018, Kraft Bank has experienced steady growth. Figures from Q1 2022 show that Kraft Bank’s success continues;
- Satisfied customers! 90% of customers feel that Kraft Bank treats them with respect in the application process.
- Growth in lending is crucial for financial development. The quarterly result for the first quarter of 2022 was NOK 12.3 million after tax. This is a 22% increase from Q1 2021.
- Q1 2022 shows highest new sales in the bank’s history
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