Success Story: «ForteBank»
One of the leading banks in Kazakhstan, in order to enter the TOP banks of the retail sector, needed a single CRM system
ForteBank Joint Stock Company is one of the leading Kazakhstan banks and has been successfully operating in the banking services market for more than 20 years.
- Industry: banking sector
- Number of branches: about 100
- Product Introduction Date: 2015
The need for an effective solution to these problems:
- 01 Lack of a single CRM system
- 02 The need to combine all the bank's systems into one
- 03 Terms of merging with two other banks
- 04 The need to introduce a service system for the retail business
Proposed solution: ForteBank Single Window Project
According to the results of the tender held by ForteBank in 2015, the solution from E-consulting, implemented on the Microsoft Dynamics CRM platform, was recognized as the best.
One of the key features of the implemented system is the Single Window functionality.
What benefits did the customer get after implementing system
Reduced time and cost of training employees.
Improving the quality of customer service, including reducing customer service time, introducing the principle of “know your customer”.
Increased sales efficiency of the products offered.
Integration of all communication channels into a single whole.
Proactive management of offers to customers and control of working out by front office employees.
The implementation did not require the participation of vendors and integrators of interfaced products.
The project was carried out exclusively by E-consulting and ForteBank.
A single window on the USD platform ensures the effective operation of the front office for customer service, combining the work of the Bank's major programs, such as ABIS Colvir, Compas +; money transfer systems Zolotaya Korona, Western Union, Genesys Contact Center, as well as LotusNotes, Service Desk, Microsoft SharePoint, Microsoft Dynamics CRM in a single interface. Implemented 360 ° client review tools. Integration of Microsoft Dynamics CRM with a network of ATMs and external sites was also implemented to manage the demonstration of individual offers to customers and to fix interests (lead generation) for further processing.
As part of the development of the CRM system at ForteBank, in the near future it is planned to introduce a 720 ° survey using the cpm tools for analyzing client data with the possibility of building personalized and mass marketing campaigns, loyalty programs, as well as integration with modern communication services Facebook, Twitter, Viber, WhatsUp , Skype, Telegram, SMS in order to ensure effective marketing communications.