Customer relations & customer file
DO YOU HAVE A COMPLETE VIEW OF EVERY CUSTOMER?Discover how M-Files gathers everything about a customer in a single file, with a complete history and aligned departments.
Galaxy Conseils • Banking sector & financial institutions
Aïcha, head of Société Alpha, needs financing to buy equipment for a new site. She books an appointment with Landry, her corporate relationship manager in Douala.
Landry greets her with the account contract. But the previous credit contract is in the archives. The invoice for a service that Société Alpha is disputing is with the accounting department. And last week's exchange with the customer service department sits in the mailbox of an absent colleague.
So Landry asks Aïcha to send again documents she has already provided. He is unaware that a complaint is under way, and he brings up a subject she thought was settled.
Aïcha leaves with an uncomfortable impression: her bank doesn't really know her, even though every department did its job.
Contracts: split between the department that signed them and the archives.
Invoices: held by accounting, out of sight of the relationship manager.
Exchanges: emails and requests scattered across personal mailboxes.
Departments: each sees part of the customer, nobody sees the whole.
Rather than searching for the customer in several places, a view is built: a file that gathers their contracts, invoices and exchanges, each linked to the customer and its context. Each department accesses it according to its rights, and whatever is added benefits everyone.
Let's revisit the story of Aïcha's appointment, with M-Files.
1. Gather. Société Alpha's account and credit contracts, invoices and exchanges are brought together in a customer file.
2. Link. Each document is linked to its customer and its context: the invoice to the service, the exchange to the complaint.
3. Consult. Landry opens Aïcha's file and sees her contracts, invoices and exchanges in a few tabs, on a computer or on mobile.
4. Share. The credit department, accounting and customer service consult the same view, each according to their access rights.
5. Follow. Every new exchange and every change is added to the file's history, which everyone can find.
This time, Aïcha has nothing to send again. Landry knows that a complaint is under way and brings it up right at the start of the appointment.
Centralized customer. One single place to find everything about a customer.
Linked documents. Contracts, invoices and exchanges respond to each other instead of ignoring each other.
Complete history. You can see what happened, in order.
Aligned departments. Everyone starts from the same information about the customer.
M-Files describes each document by its properties (customer, type, related contract, status). The same document therefore appears in the customer's view and in the contract's view, without a copy.
The complete view depends on what is actually filed in M-Files. Balances and transactions remain in the banking software, and linking M-Files to those applications is a project to build with the IT department.
Finally, the complete view does not allow everything to everyone. Access rights are configured, and banking secrecy remains respected: an employee only sees the files they need.
Ask yourself this question:
When a customer walks in, can the employee receiving them see, in a few clicks, their contracts, their invoices and their latest exchanges?
If the answer is “they have to ask a colleague”, you are missing the complete view.
At Galaxy Conseils, we help banks gather each customer's information in a single file with M-Files, with the appropriate access rights.
Want to see concretely what this would look like in your bank?
✉️ Request a demo 💬 Write to us on WhatsAppGalaxy Conseils: innovation in service of your performance.
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