Raiffeisen CRM "Cooper"

Raiffeisenlandesbank Oberösterreich AG, or RLB OÖ for short, is Upper Austria´a largest, and Austria´s fifth largest financial institution. The group structure, from parent company Raiffeisenlandesbank Oberösterreich down, comprises more than 350 investments and over 1,000 partner banks in Upper Austria, the region, and the world. Accordingly intricate are the organizational structures for private customers, in private and corporate banking, the associated broad product portfolio and the highly individual existing IT landscape of the RLB Upper Austria Group.

Best digital place to work

In order to improve the customer service of RLB Upper Austria and its affiliated companies even further, RLB OÖ, Raiffeisen Software GmbH and Netural have jointly designed, developed and implemented a CRM (Customer Relationship Management) tool named “Cooper”. The project´s objective was to bundle all relevant systems in a modern, state-of-the-art user interface and to provide employees with real-time information, with superior performance on all devices and clear, intuitive UX / UI-Design. Introducing “Cooper”, RLB OÖ aims at expanding its market position, while also living up to its own standard of being the “best digital place to work”.

Individual customer approach in omni-channel sales

Therefore, Cooper will not only be available to Raiffeisen employees via stationary workplaces, but in the future also mobile and remote, means instantly everywhere, and “24/7”. With “Cooper´s” 360-degree cross-channel customer view the front office has moved even closer to the market, winning precious capacities for data-based, highly individualized customer contacts. On the path to the projected full expansion stage in 2025, "Cooper" will gather a wide functionality range "under one roof". Beyond role management, appointment management, news tickers and individual alerts, “Cooper´s” clear graphics and intuitive dashboards will provide visible added value for the daily sales work.

Ultimate user experience and record-breaking user acceptance

While Raiffeisen carried out the actual CRM development internally, Netural focused mostly consulting, concept work and UX / UI design. Using personas, or users, and so-called “user journeys”, Netural and the Raiffeisen project team jointly collected, structured and prioritized all requirements. In cyclical or recurring workshops with users such as front-end sales persons, product managers and board members, Netural created the best possible user centricity to create the ultimate user experience for every function and every UX / UI design.

“Cooper” simply simplyfies!

For the Netural method, the proof in the pudding is success: After a convincing start in Upper Austria, “Cooper” is currently also undergoing rollouts in Vorarlberg, Styria, Carinthia and Tyrol, with more federal states to follow. Indeed -“Cooper” simply simplifies!