SSA Global Customer, HSBC Mexico, Wins Gartner CRM Excellence Award

“To achieve our vision, of being Mexico’s leading financial services company in the eyes of our customers, HSBC Mexico needed to create a corporate culture focused on customer needs, employ and develop the best people, and find and implement the best solutions on the market,” stated Gustavo Martinez, CRM director, HSBC Mexico. “SSA Global provides the CRM solutions and support we need to realize our vision. SSA CRM is playing a critical role in helping us instill customer loyalty and increase our market share.”

SSA CRM enables HSBC Mexico to send event-driven communications across outbound and inbound touch points. For example, when completing a service request, SSA CRM enables HSBC Mexico to combine customer history and preferences with real-time analysis, taking into account a variety of variables including likelihood of acceptance, customer value, and the bank’s business strategies. Therefore, HSBC Mexico can offer the most relevant message for the customer.

“SSA Global helps businesses worldwide meet the demands of their customers,” said Graeme Cooksley, executive vice president, SSA Global. “SSA CRM is helping HSBC Mexico realize their vision to be number one. We believe this well-deserved recognition is confirmation that HSBC has the strategy and solutions to achieve highest levels of customer satisfaction.”

The HSBC Mexico is the sixth customer using an Epiphany solution that has won the Gartner CRM Excellence Award and the first that won the award for the second time; HSBC Mexico also won the award in 2002. Past winners include Bankinter (Spain) and KLM Royal Dutch Airlines (The Netherlands). Epiphany was acquired by SSA Global in September.