Success story: «Oschadbank»

The largest bank of Ukraine created a unified customer service system and increased financial performance

Oschadbank is the largest state bank of Ukraine with 5000 offices, 35,000 employees and more than 20 million clients. Since 2011, the bank has been operating the CRM system, gradually increasing the functionality of individual modules.

Industry: banking
Number of employees: 35 000 employees
Product Implementation Date: November 2011

Customer problems

The difficulties that the client wanted to solve

01 Each branch had its own ABS
02 Service in regional offices was very different from the level of service in large cities
03 Consumer satisfaction was low
04 There was no single system for storing data on work with clients

Proposed solution: XRM® Banking®

CRM solution for the banking industry, built on the Microsoft Dynamics 365 platform.

What benefits did the customer get after implementing of XRM® Banking

01
The “soft-collection” module, which provides for the automation of remote work procedures with the borrower for the prevention of overdue debts; and also “legal-collection” for work with problem debts.
02
As part of the centralization of credit procedures were developed connectors to the financial portals of automotive holdings, which is intended for maintaining a loan application and monitoring the car loan procedure.
03
Automation of processing (logistics and maintenance of POS-terminals and ATMs). An analytical module with a wide nomenclature of reporting on planned and actual performance indicators for management at various levels.
04
A unified customer data repository which consolidates data from various sources (applications or banking systems) to service various processes in a single interface.
05
Automation module for sales of banking products for corporate and retail businesses. The system provides automatic formation of marketing campaigns, for example, to actively attract deposits among customers with expiring current deposits.
06
Deposit calculator – an integrated application of a bank website with a CRM system with the ability to obtain information on deposit conditions based on specified parameters.
07
The module “Choosing a Transfer System” is a system that according to the conditions set by the client, offers the best option for making a money transfer to anywhere in the world, given that the bank works with 14 different systems.

Customer reviews

Anton Tyutyun, Deputy Chairman of the Board of Oschadbank

Because of cooperation with E-сonsulting we have built a powerful solution — Call Center XRM Banking, based on the Microsoft Dynamics CRM platform. It allowed us to automate the system of settlements with depositors of Ukrprom and Rodovid banks, who receive their deposits through our facility.

Integration with the call center has considerably simplified the work of operators who can now easily identify clients during incoming calls and offer them a differentiated service, depending on their priorities and active banking products.

I can confidently state that after XRM Banking installation, quality of our customer service has risen. Especially I want to mark professionalism and efficiency of E-consulting specialists, who could integrate and set up such complex solution in several weeks.