Product Brochure
Customer Relationship Management
Maintain Strong Member Relationships with Doxim CRM
Today’s credit unions pride themselves on knowing their members and
anticipating their needs. They offer their members a uniquely personal experience
that big banks struggle to match. But as credit unions grow, and their members
increasingly interact with them across multiple channels, maintaining that personal
touch can become a challenge. A Customer Relationship Management (CRM)
solution like Doxim CRM (formerly Neocog ACE) can help credit unions establish
and maintain great relationships with new and existing members by providing
staff with all the up-to-date information they need to understand member needs
and helping them recommend appropriate new products and services.
INTRODUCING DOXIM CRM
Doxim CRM is front-line Customer Relationship Management software. It contains
rich customer profile information, maintains a record of all contacts a household
makes with its credit union, automates sales and service campaign prompts at
all touch points, and motivates staff with real-time personal achievement reports.
Doxim CRM has been developed as a central “hub” from which to manage
member contacts and communication relating to all services and sales. It
has been designed with flexibility in mind and can attach to virtually any core
processing system through customization of its proprietary data collection
functionality.
Key Points
Efficiently capture, retrieve,
and communicate member
information across multiple
channels
Offer staff a central access point
for multiple member databases
and analytical tools used for sales
& service
Automate targeted marketing
offers at the point of sale
Capture and store sales process
and result data for later analysis
Make relevant member profile
information available to all areas
of the organization
Understand the member in the
context of their economic microcommunity
Doxim CRM allows careful handling of all member contacts and facilitates the
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automated marketing of financial products and
services. It gives organizations the tools to help them
better understand their existing members so that they
can target their selling more effectively. Doxim CRM
also helps organizations improve their service so that
they can retain and grow more business.
the household makes monthly to the profits of the
credit union. In this way, Doxim CRM provides a threedimensional profile of the person with whom the credit
union is interacting and can be customized to show
such member data as current balances and monthly
payments.
EFFECTIVE MANAGEMENT OF THE SALES
PROCESS
A MEMBER-CENTRIC CRM APPLICATION
Doxim CRM tracks the sales process from an
opportunity to a sale. As contacts move onto the
“sale” stage, product details are captured so that
the quality of the sale, as well as the success of the
process, can be measured. Staff and management
have access to a virtual “scoreboard” that allows them
to see, in real-time, how well a campaign is doing
and the contribution that each employee is making
to that success. The powerful and transparent sales
reporting capacity of Doxim CRM contributes to the
development of a positive “sales and service culture”
in a credit union.
Critical to differentiating Doxim CRM from other CRM
applications is the understanding that Doxim CRM
presents a holistic member-centric perspective to
sales and service operations. All information is linked
to the members (who they are, who they have been
contacting, or were contacted by, what their needs
are, what products and services they have purchased,
etc.). This is different from other CRM applications,
which are typically “sales-centric” or built around the
information needs of a single sales person.
A 360 degree view of members
Snapshot of current sales campaigns
INCREASED UNDERSTANDING OF MEMBER
RELATIONSHIPS
Doxim CRM offers a snapshot of a complete
household’s products in the core processing system
plus those held by third-party organizations. It also
lists the member services representatives who usually
serve that member and provides insight into the
members investment objectives and preferences. The
system displays the member’s credit rating and (when
profitability data is available) the overall contribution
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The information contained in the CRM database is
accessible by staff across all locations, including
the branch, the call center and the online banking
department. When a Doxim CRM user logs on they
are presented with a “Contacts” view. On this screen,
all the client’s various contacts with the credit union
are chronicled. These contacts could have been at
a branch, over the phone, or online. Doxim CRM
captures them all, giving all users up to the minute
details of the member’s history and helping them to
understand the member’s current needs more fully.
EASY CUSTOMIZATION
No two credit unions are exactly alike, so Doxim
CRM has been created with the unique needs of the
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specific user in mind. Many of the member “views”
available through Doxim CRM can be customized,
allowing your organization greater flexibility to display
information that is valuable and unique to you.
Doxim CRM boasts the flexibility to link to a variety of
other applications. Because it easily integrates with
external software applications, an organization is able
to purchase “best of category” tools to perform specific
analytical functions (pricing analysis and quotations,
for example) and administrative processes (including
email, loan origination, form generation, and in-house
check printing) and have these tools access the
CRM database as required. This approach maintains
optimal flexibility for organizations to benefit from new
tools or to change processes without compromising
the integrity of the CRM database or application.
This view of a member as part of an economic microcommunity is a unique feature of Doxim CRM and it
helps credit unions assist members in making sounder
financial decisions. The Doxim CRM desktop always
displays the names of all persons and businesses
connected with the household; the “Contacts”
window likewise displays all the touch points between
the credit union and every member of the household.
Similarly, the “Portfolio” button in Doxim CRM displays
the accounts of all the members, whether individuals,
business partnerships, or limited liability companies.
EMMA
The Electronic Member Messaging Assistant (EMMA)
is a tool that alerts users that an action is required
in Doxim CRM. These actions include reminding staff
that account documents require signing, prompting
them to request new ID documentation, or informing
the member of a product or service offer identified for
them through a marketing campaign. EMMA is also
used to notify staff if there are any member issues
such as complaints, delinquency activity, or fraudulent
activity on an account.
Organizations are also able to create customized
sub-screens for EMMA which can display member or
household-related data (such as profitability, balance
details and trends, or member behavior flags). The
sub-screens can have links to or buttons to launch
other applications, or accept input from the users in
customized fields.
HOUSEHOLD MANAGEMENT
Doxim CRM delivers the member’s story as part of
the larger picture of a financial “household” of which
he/ she is one element. Doxim CRM households are
preloaded based on address, but staff can move
individuals and businesses in and out of households to
create an authentic view of a group whose economic
plot lines overlap.
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Understanding the member’s household
INTEGRATION AND EFFICIENCY
Unlike other CRM products on the market, Doxim
CRM offers added value to credit unions through
its integration with other Doxim platforms. Doxim
CRM will offer credit unions a seamless integration
with Doxim Enterprise Content Manager to provide
end-to-end electronic document creation, routing,
and archiving. Process efficiency is achieved as
documents are merged with core system information to
create applications, certificates, and communications
which are then filed in Doxim’s ECM for immediate,
secure access. Doxim CRM will also be integrated
bi-directionally with Doxim OpenAdvantage®, enabling
faster, more efficient member onboarding and allowing
credit unions to capture data during onboarding for
use later in up-sell and cross-sell campaigns.
MULTI-CHANNEL MEMBER HISTORY
MANAGEMENT
Whether your member contacts you through a
branch, a call center, or via the Internet, Doxim CRM
captures data from all their interactions with your
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organization, giving all users up to the minute details
of the member’s history. This complete history helps
your organization manage the member experience
across all of the touch points that make up the modern
member/ credit union relationship. Using Doxim
CRM, an organization can ensure that no opportunity
to serve and sell gets missed.
relationship effectively. Historically, the member profile
view has varied from organization to organization
displaying everything from signature cards and photo
IDs to dashboards showing the products held at the
credit union and products held elsewhere.
The Portfolio Summary delivers an aggregated
overview of the entire household’s financial products,
organized by individual or business and by types
of accounts under those names. This summary is
customizable for each credit union to show member
data, like current balances or monthly payments, as
needed. The Portfolio Summary not only gives a
snapshot of the member’s products in the primary
banking system but incorporates additional thirdparty account data such as mutual funds, RESP,
credit cards, and insurance, providing a holistic view
of a member’s household profile.
THE DOXIM CRM DIFFERENCE
Complete member contact history
MEMBER PROFILING TOOLS
Doxim CRM offers several ways to profile members.
The “Profile” view in Doxim CRM lists the financial
services representatives who manage a particular
member. It also displays basic financial profile data
(like a Beacon Score or a link to Equifax reports) to
assist all staff in making decisions about product sales.
This area is the most customizable piece of Doxim
CRM, as it is designed to display what staff in your
credit union need to see and/or enter to manage the
In today’s competitive marketplace, it is more
important than ever for credit unions to offer great
member service, strengthen member relationships,
and offer members the products and services that
are right for them. Doxim CRM allows credit unions
to put their members first by offering staff a robust
360 degree view of members and by automating
campaign prompts at all touch points to ensure no
sales or service opportunity is lost.
Doxim is a leading provider of Customer Communications Management software for the financial services industry. These solutions are used by
banks, credit unions, wealth management and investment brokerage firms to create, manage and deliver business-critical customer communications
more efficiently and cost effectively, enhancing their customers’ experience. Doxim’s solutions help these organizations improve client
communications, streamline document access and meet the stringent compliance requirements associated with transactional document processing.
Find out more at www.doxim.com.
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