Digital transformation for customer communications

Introduction

You Asked, We Answered: New Doxim CRM Release Q&A

Doxim is proud to work with over 1,500 financial services organizations, and with this comes responsibility not only to take care of our customers, but also to continuously calibrate our product strategy to keep pace with the industry requirements. Moreover, over the past 20 years we’ve seen the market evolve so rapidly that we push ourselves to build the future, by including anticipated needs in our vision.

You Asked, We Answered: New Doxim CRM Release Q&A

Our 2017 release of Doxim CRM included an assortment of enhancements to the product. They were designed and implemented to meet the changing needs of today’s banks and credit unions and in close collaboration with our valued customers. The enhancements include new and optimized engagements and workflows, an improved, web-based user interface, a mobile app and integrated email marketing capabilities.


By Steve Castrucci

As part of the rollout, I recently presented at a webinar for current clients, explaining these new features. As is usually the case, we had many questions during the Q&A period, and I wanted to highlight some of them here on the Doxim Blog. Perhaps you’ve been wondering about some of these topics?

Overview Statistics on Customer Engagement

Q: As a Director, I am not involved in operational aspects of our engagement strategy but wonder if management can provide the board with overview statistics for our review and assessment?

A: Within Doxim CRM, you can get Engagement Pipeline and Completed reports that show the number and status of the Engagements, where they are in the Pipeline, and the based on actual sales and the probability of success. Depending on your needs, some of these reports are predefined within the CRM, and others can be custom created from existing data.

Email Opt-In/Opt Out

Q: Is there any specific integration with a software tool to ensure compliance with email preferences when communicating with customers?

A: The Doxim CRM is setup to support email opt-in and opt-out, email preferences, and to handle CASL (Canadian Anti-Spam Legislation) compliance. For example, here is a description of how the CRM works with CASL requirements:

  • The CRM will only send emails to customers who have provided their consent for Email Marketing for specific products or topics. This consent information is stored in the Solicitation Preferences section of the CRM.
  • When using Email Marketing, Doxim CRM will allow you to include links that allow the recipient to put unsubscribe from a topic
  • An Unsubscribe will remove the recipient from the list, so they will not receive future Emails.

The Solicitation Preferences settings can be used by our US clients to ensure that their customers are receiving communications through their preferred channels and that they remain in compliance with the CAN-SPAM act.

Integration with the Data Warehouse

Q: How will we integrate the information from the Doxim CRM cloud into our data warehouse?

A: The data stored within the Doxim CRM database can be made available through data extracts, and sent to you on a regular basis. You can then use this data to load into your data warehouse. This will ensure you always have access to the latest and most current information on your customers.

CRM Authentication

Q: How are staff authenticated to Doxim’s SaaS CRM?

A: To access our Doxim SaaS CRM, staff will have a user ID and a password, and log in to the system through the given URL. This user ID will allow them access to Doxim CRM and LOS (if applicable). Our strategic plan is to have one user ID that provides access to the entire Doxim Customer Engagement Platform.

CRM 2017 Reporting

Q: Do you have Reports in the CRM 2017 software?

A: Yes. Reports are available through the Reports icon. All the reports that were in earlier versions of Doxim CRM (formerly ACE) are still available.

Here are the reports, divided by area:

  • Activity Reports
  • Sales Reports
  • CRM Usage Reports
  • Campaign Reports
  • Other Reports

Security

Q: How do I know that my data is secure in your data centre?

A: Doxim has been hosting the Doxim software for banks and credit unions for over 10 years. In Canada, we will be running the Doxim CRM in the same facilities as our ECM, we have state-of-the-art data centres in Ontario and British Columbia. In the United States, data centres are located in North Carolina, Arkansas, and Michigan.

Our data centres are SOC1 and SOC2 compliant, and they follow CSAE 3416 Compliance, which means they have been certified for security and privacy. We use HTTPS website security standards, and all new releases of our software undergo White Hat Vulnerability and Penetration Testing. For more details on Doxim’s data security processes and procedures, I invite you to download our Doxim Data Security Brief.

Do you have further questions about Doxim CRM 2017, and how an upgrade could work for your bank or CU? We’re always happy to chat, so feel free to reach out to Doxim and we’ll book time for a quick conversation and personalized demo.

Not a Doxim client? We have a sneak peek webinar coming up, during which we’ll showcase all the key functionality of Doxim CRM. Come see how you’d benefit from a CRM purpose-built just for banks and credit unions. The webinar will occur on November 2, at 2pm EST, and you can sign up here.

Steve

About the Author

“Steve Castrucci is a Senior Product Manager at Doxim. He has over 20 years of experience building and delivering software and services products for businesses and consumers within the financial services market place.”

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