CRM

Build stronger relationships with every member.

Murmuration CRM gives your team a complete view of every member — interactions, accounts, cases, documents and communications in one place. So you can respond faster, identify needs earlier and build stronger relationships over time.

360° member view Cases & complaints Communications Financial wellbeing

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Know more. Help sooner.

360° view of every member.

The earlier you understand what is happening, the earlier you can act. Murmuration combines financial activity, contact history, cases, documents and engagement in one clear record — fewer blind spots, better conversations and more informed support.

360° member view

See the complete picture of each member in one place.

Member timeline

Follow every interaction, event and key moment over time.

Contact history

See previous conversations and activity before the next one starts.

Early identification of arrears risk

Spot potential signs of financial difficulty earlier, so your team can intervene before problems escalate.

Understand the member. Not just the account.

Every interaction. One place.

Members should not have to repeat themselves.

Murmuration gives your team a shared record of every interaction, so each conversation starts with context. From a simple enquiry to a complex case, everyone can see what has happened, what is outstanding and what needs to happen next.

Case management

Track and manage cases from first contact through to resolution.

Complaints

Record, manage and resolve complaints with clear ownership and oversight.

Document management

Keep supporting documents and correspondence connected to the right member.

Vulnerability records

Record important information sensitively and make it available to the teams who need it.

One member. One history. One joined-up experience.

Reach members in the right way

The right message, at the right time, through the right channel.

Good communication is not about sending more messages. Murmuration lets you communicate across email, SMS and push notifications, using the insight you already hold to make every interaction more relevant.

Email

Send personalised, targeted communications.

SMS

Reach members quickly with timely updates and reminders.

Push notifications

Deliver important messages directly through your digital channels.

Member segmentation

Group members based on behaviours, needs or characteristics.

Marketing campaigns

Create targeted campaigns that are more relevant and more effective.

More relevant communication. Better engagement.

Support financial wellbeing, not just financial products

Sometimes the most important action is not another product offer.

Murmuration helps you identify members who may need additional support and guide them through appropriate financial wellbeing journeys — using member insight, vulnerability information and early warning signs.

Financial wellbeing journeys

Create structured support journeys based on individual needs.

Early intervention

Use data and behavioural signals to identify where support may be needed.

Vulnerability support

Give teams the information they need to provide appropriate, consistent support.

Turn insight into meaningful support.

Build relationships beyond the member

Strong member relationships often start with strong partnerships.

Murmuration helps you manage employer relationships, referrals and other external connections that contribute to membership growth and engagement.

Employer relationships

Manage relationships with employers and track activity across partnerships.

Referral management

Track referrals from source through to outcome.

See where relationships are working — and where they can grow.

Let the right actions happen automatically

Great service should not depend on someone remembering every next step.

Murmuration automates routine tasks and workflows, triggering tasks, communications and follow-ups based on member activity, case status or predefined rules.

Trigger

An event or rule is activated.

Action

The automated task is completed.

Notification

The right people are informed.

Outcome

Better experience. Stronger relationship.

Less admin. Fewer missed steps. More time for members.

Give every team the same view

One view. Across every team.

When information is spread across different systems, teams work with different versions of the same member. From service and lending to collections, marketing and management, every team can work from the same up-to-date member record.

Service Lending Collections Marketing Management

Better handovers. More consistent service. Fewer gaps.

Better relationships. Better for everyone.

Better relationships start with better understanding.

Give your team the insight, tools and context to support every member more effectively — from the first interaction to the moments that matter most.

Know more. Act sooner. Build relationships that last.

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