Qarzul Hosne Mehr Bank of Iran pioneered the customer loyalty project

According to the report of financial news, citing the public relations and customer affairs of Qarz-al-Hasne Mehr Bank of Iran, the CRM operation unit of this bank started its activity last year with 13 people under the general department of public relations and customer affairs. Pathology of issues related to customers, customer loyalty, customer retention, as well as improving the level of service quality are the main goals of this unit.

In order to improve the customer-oriented process of these personnel, Qarz-al-Hasneh Mehr Bank of Iran has organized various training courses on “customer relationship management”, “how to communicate effectively with customers” and “the art of telephone persuasion” for these people.

The most important actions have been taken
Activating stagnant customers and informing them of the bank’s plans and projects, as well as actions and activities related to customer affairs in a project-oriented manner according to the needs of the bank, are now being carried out in a master manner.

One of the most important achievements of CRM employees is contact with 50,000 customers, which had a significant effect on reviving inactive bank customers. Calling the recipients of Kalakart loans in the target provinces in 1401 and assessing the satisfaction of the plan and pathology and finding the cause of the dissatisfaction of the customers calling the call center are also among the things that have been done by this unit.

It should be mentioned that the forces of this department, with the aim of increasing the level of virtual counter services and directing customers to use the bank’s non-attendance systems and diagnosing this issue, with the customers who entered through the virtual counter or with the bank and left it half-finished in the process of filing an online loan application. They have called and will fix the problem if possible.

Future plans of the CRM unit of Qarz-ul-Hosneh Mehr Bank of Iran
Completing customer profiles based on the customer’s self-declaration with the aim of creating a database for launching bank campaigns and following the instructions of the central bank to register the real identity of the customer, categorize and continuously communicate with customers and meet their needs with the aim of maintaining and increasing customer loyalty, including programs Ati is the CRM unit of Qarz-ul-Hosneh Mehr Bank of Iran.