#Japan #Tokyo #CRM #Dentsu Research #D-NEXUS

Introduction

In a landmark move aimed at bolstering the capabilities of regional financial institutions, Dentsu Research, headquartered in Minato, Tokyo, is launching an innovative Customer Relationship Management (CRM) and Sales Force Automation (SFA) system named D-NEXUS. This system, which will officially launch on February 19, 2026, represents a significant advancement in Dentsu's ongoing mission to leverage technology for both corporate and societal evolution.

The Need for Enhanced CRM Solutions

As communities grapple with challenges such as declining populations and economic contraction, regional financial institutions are increasingly called upon to provide not just capital, but also support for the growth of local businesses and invigorating local economies. Dentsu Research has recognized the pressing need for regional firms to enhance customer interactions and operational capabilities through innovative solutions. With this in mind, D-NEXUS has been developed to help these institutions increase their competitiveness and, by extension, enliven regional economies.

To inform the design of D-NEXUS, Dentsu researchers conducted over two years of in-depth interviews with more than 50 regional financial institutions across Japan. This research highlighted several systemic and operational challenges faced by these organizations:

Operational Challenges:

• - Sales personnel struggle to maintain sufficient customer engagement due to overwhelming daily tasks.
• - Low conversion rates for potential customer lists hinder effective outreach.
• - Difficulty in training junior employees complicates the transfer of sales expertise.

Systemic Challenges:

• - Variability in data input accuracy across different personnel.
• - Duplication of information entries across multiple systems.
• - Insufficient data retention on uncompleted deals limits analytical capabilities.

D-NEXUS aims to resolve these challenges by creating a robust customer understanding framework and strengthening the data amassed as valuable banking assets, ultimately enhancing customer engagement.

Key Features of D-NEXUS

D-NEXUS comes equipped with features that significantly enhance the quality of sales activities and customer engagement through comprehensive data utilization:

1. Seamless Integration with Existing Systems:
D-NEXUS supports smooth integration with current loan-related systems, providing a unified platform to streamline the entire process from lead acquisition to loan execution. This not only alleviates the burden on staff but also accelerates customer service responses.
Moreover, by employing Generative AI, D-NEXUS aggregates and analyzes diverse information, enabling nuanced insights for complex scenarios. Data from previously completed deals, negotiation histories, and past loan information can be readily analyzed to support loan application processes.

2. Intuitive UI/UX for Enhanced Data Management:
The platform is designed with user-friendly input interfaces, limiting discrepancies in data entry and ensuring consistent data quality. This precision leads to improved accuracy and retrieval of necessary information for sales activities. Consequently, sales representatives can refocus their time from administrative tasks to meaningful customer interactions, fostering deeper customer relationships.
The Unified Legal and Personal Information system within D-NEXUS allows for seamless management of both types of customer data, eliminating the complexity of navigating separate systems for each.

3. Collective Knowledge Sharing for Talent Development:
D-NEXUS provides quick access to successful case studies and expert insights, allowing internal teams to easily find the information needed to bolster sales success. Users can search for success cases based on type, industry, challenges, and solutions with just one click, all viewed on a single screen for efficient understanding.
This approach formalizes implicit knowledge into actionable strategies, enabling less experienced sales reps to quickly grasp successful patterns and apply them effectively in their own engagements. Additionally, a task management feature is integrated into the workflow, minimizing input errors and ensuring thorough follow-ups on scheduled appointments.

Future Directions

In its continual effort to foster development in customer relationship management, Dentsu Research plans to expand its focus beyond loan areas. The organization aims to cultivate consultative sales practices among regional financial institutions so they can effectively address customer pain points, further enhancing their understanding as articulated through D-NEXUS.

Closing Thoughts

Dentsu Research prioritizes innovation and the evolution of societal tactics through the confluence of technology, collaboration, and insight-sharing. By introducing D-NEXUS, they reinforce their commitment to supporting local economies and enabling financial institutions to thrive in complex economic landscapes.

For further information about D-NEXUS and other offerings by Dentsu Research, please visit D-NEXUS and BANK·R.

Dentsu Research is dedicated to harmonizing technology with a commitment to better societal outcomes. Their vision, "HUMANOLOGY for the future - Creating the future with humans and technology," represents a wider goal of fostering innovation that crosses traditional boundaries in industries, exemplifying their leadership in the evolving technological landscape.