The challenge
Customer-facing staff needed easier access to reliable customer information, but multiple legacy dependencies made a CRM change difficult. The bank wanted to improve the experience while retaining its core banking systems.
OUTSYSTEMS IN ACTION / BANKING & FINANCIAL SERVICES
How a corporate bank delivered a new CRM in six months while retaining core systems
A relationship manager needs the right customer information before the next conversation. Explore this CRM modernization and the shared-data decisions behind its integration with core banking.
RESULTS REPORTED IN THE SOURCE
6
months to deliver the integrated CRM
50%
less time than the earlier hand-coded development estimate
Retained
core banking systems connected to the new CRM
THE BUSINESS CHALLENGE. THE CHANGE. THE RESULT.
The change
The bank and a specialist partner used OutSystems to build an integrated CRM serving as customer master data and feeding existing systems. Search, usability and access to relevant information were central to the new experience.
The outcome
The CRM was delivered in six months, which the source describes as 50% less time than an earlier hand-coded development estimate. It was used by all customer-facing employees in the reported implementation, including relationship managers and contact-center staff.
Source: customer case study published by OutSystems. Brief prepared by Digital Alchimia.
DIGITAL ALCHIMIA’S DELIVERY PERSPECTIVE
What could this approach unlock for your business?
The useful next step is to connect the story to your own operating reality. Here are the questions we would bring into that conversation.
01
Resolve the customer-data ownership before improving the screen.
An easier search experience depends on clear master-data rules and dependable integration. Define which system creates and updates each customer record and how discrepancies are handled. OutSystems specialists can reinforce delivery while bank architecture and business teams retain responsibility for data decisions.
02
Use the CRM boundary to define a manageable modernization step.
Retaining core systems does not eliminate integration, testing or operational handover work. Map the dependencies a first release must prove and agree how customer-facing teams will accept it. That creates a more useful scope discussion than applying a headline speed percentage to every future banking application.
START WITH THE WORK THAT NEEDS TO CHANGE
You bring the business challenge. We help shape the delivery team.
Digital Alchimia provides OutSystems professionals and delivery expertise for application development, modernization and evolution. Whether you need to reinforce an existing team or explore a new initiative, we can discuss the capabilities, responsibilities and next steps that fit your context.
A useful starting brief
✓ The process or customer journey you want to improve
✓ Where work waits, repeats or depends on disconnected systems
✓ The expertise already available in your team
✓ The outcome you want to measure and the timeframe to explore
Turn a promising idea into a useful conversation.
Tell us where your business needs to move faster and where your team needs additional expertise. Let’s explore an OutSystems approach shaped around your requirements.