XRM® Banking

Comprehensive CRM solution for the banking industry and a powerful tool for building long-term relationships with customers

XRM Banking integrates all bank systems in a single window:

You no longer need to look for different profiles of the same customer in each of the systems separately. The speed of data acquisition increases by 3-5 times.

XRM Banking Scheme XRM Banking Scheme

What companies need XRM Banking

The solution is adapted to work with individuals and legal entities — from small to large businesses — in banks, collection companies, microloan organizations

xrm banking
  • Banks
  • Collection companies
  • Microloan services

XRM Banking solve such problems

  • Formation of a single customer base

    By combining customer information from existing systems of the bank, as well as supplementing it from external sources

  • Keeping customer interaction history

    Registration of meetings and history of appeals to client managers

  • Segmentation

    categorization, clustering of bank clients

  • Automation of sales processes

    of banking products and services to Bank customers. Planning sales at different stages, as well as monitoring the implementation of plans

  • Automation of customer acquisition processes

    By offering services and products of the bank through various communication channels: SMS, E-mail, Viber, Facebook, Telegram, calls, sending out emails, notifications in Internet banking / mobile banking. Automation of work processes of the Contact Center

  • Automation of the processes of dealing with problematic debts

    at all stages, as well as the prevention of debt formation, by informing the client about the approaching date of payment and its amount. Developing plans for working with clients and monitoring their implementation by bank employees

  • Formation of a single knowledge base

    on the bank’s product line. Creation of scenarios for providing advice to clients when contacting the contact center

  • Collection of statistical information

    about customers, product sales, customer base growth. Gathering analytical information about products in various cuts (by industry, territory, other parameters, including financial indicators)

  • Calculation of key performance indicators (KPI)

    of the Bank's sales, attraction, support, customer service

  • Automating the process of preparing responses to requests

    So that your customers get support and problem solving quickly

Main units of the XRM Banking

  • Single Window

    Organizes all processes and customer service operations in one application. Provides customer details collected from ABS, card, scoring and processing systems. Shows customer`s current accounts, transfers, bank cards, deposits, customer loans, history of his operations. 

    Benefitthe speed increases and customer service is simplified. A business gets the opportunity to apply sales scripts, promotions, reminders. 

  • Omnichannel Contact Center

    The program complex is designed to automate the work of contact centers with unique functions: workforce management, management of outbound campaigns, flexible rules for maintenance of incoming communications. 

    The solution provides tools for building application systems, integration with information systems and various communication channels. 

    Benefit: increasing efficiency of Contact Center. Better customer satisfaction because they interact with the bank through their usual communication channels 

  • Customer Overview 360°/720°

    Displays complete information about customer, collected from internal systems in the CRM Customer Card: 

    • active products 

    • previous relationship history 

    • history of orders, transactions, calls (applications and incidents). 

    Benefitallows to create a single customer`s profile for: using accumulated data, better understanding of customer needs and seeing a complete picture of customer relationships today, tomorrow and after a period. 

  • Loan Factory

    Designed for retail and corporate banking businesses. Automates the process of issuing loans of various amounts, from mobile sales points to the implementation of large corporate projects. 

    Benefitsoptimization of the sale, issuance, maintenance of credit products and work with problem loans. 

  • Product Catalog

    A detailed catalog of banking products with a breakdown into groups, categories, and classes in a convenient interface, with a description and competitive advantages. The catalog is integrated with ABS and card system. Prices and conditions for products can be customized individually for customer segments and different territories. 

    Benefit: managers will be able to provide customers with only up-to-date and verified information on bank products, regardless of the geographical location of the bank. Growing rate of sales and cross-sales. 

  • Sales Incentive — KPI

    Formation and control of individual and group sales plans and goals, with details on territories, divisions, managers. Contains the bonus calculation rules constructor. Works at different levels: employee, department, branch of the bank.  

    Benefitsimple planning of performance indicators for bank branches and their employees for a month, quarter, year.  

  • Collection

    Implements of the collection’s procedures — centralized control of overdue debts. The system helps to set up business processes aimed at returning money and reducing the level of overdue debts to the minimum. 

    The solution includes different types of communication with debtors:

    • Pre-Collection is a set of actions to remind the client of the need to repay the loan.
    • Soft Collection is used for a «soft», polite reminder that the loan is already stitched.
    • Hard Collection is a program for working with debtors, which have a long-term stitching.
    • Legal Collection is a complex that includes the intervention of the judiciary.
    • Executive Collection is a loan repayment at the stage of enforcement proceedings, that is, execution of a court decision.

    Benefitautomated process of interaction with customers using combined forms of communications and schedules at all stages of collection procedure. 

  • Marketing Campaign Management

    Planning, conducting, tracking and analyzing the results of marketing campaigns of your business. Allows to set up marketing campaigns that can contain many steps / actions within the various communication channels: telephone, email, social networks, instant messengers, chatbot on the site. Campaigns are set up according to flexible rules created in the system by a marketing officer. 

    Benefitall marketing tools will be in one place, and customer data will help to fine-tune segments to effectively reach the target audience. 

  • Analytics Module

    Designed for the segmentation and construction of client clusters using Power BI embedded tools. Contains interactive dashboard of key business indicators. 

    Benefit: allows an employee of the bank to independently build various reports / graphs / charts (statistical and dynamic, sales funnels, etc.) in three clicks. 

  • Mobile Salespoint

    Fast organization of mobile salespoint for customer service in the mall or any crowded place. It allows you to sell and service the most popular banking products, connect additional services, use the mobile application for remote secure work with two-factor authentication. 

    Benefit: quick deployment of compact salespoint during an event, a concert, in a shopping center, a new city. 

  • HR Module

    A true assistant for your HR department that facilitates and automates processes: recruiting, onboarding, employee performance management, talent management, and corporate training. 

    Office memos, sick leaves, colleagues' requests and personal training plans for employees will be collected in a single system. Standard forms will significantly simplify workflow and speed up the approval of colleagues' requests. 

    Benefit: HR-department works more efficiently, employees have higher motivation and a feeling that the company really hears them 

How the system looks like — screenshot gallery

A convenient, intuitive and modern interface will help you use the full functionality of the system easily

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Integration possibilities

Integration possibilities

XRM Banking can be integrated with any program or a website via an API. You will no longer need to open many of applications — all data about customers, products, sales and accounts will be in the same system.

If the API for applications in your company is not available — don’t worry, our certified specialists will write the integration code.

XRM Banking is used by

  • Oschadbank (Ukraine), since 2011

    The largest state bank of Ukraine with 5,000 branches, 35,000 employees and more than 20 million customers. The bank began to use our product in 2011 and since then has been constantly using the system, gradually increasing the functionality of its modules.

    Anton Tutun, Deputy Chairman of the Board of Oschadbank

    As a result 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 fully 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.

    Volodymyr Moskalenko, Deputy Director of the «Oshchadbank» Retail Business

    First of all, our actions today are aimed at automating and improving the quality of customer service. XRM ® Banking solution makes it easy to monitor and respond quickly to market conditions.

    Convenience of integration with CRM not only increases sales, but also contributes to the development of customers, competitiveness and attractiveness of our offers on the market.

    Go to case
  • ForteBank (Kazakhstan), since 2015

    ForteBank is one of the largest banks in Kazakhstan, formed in 2015 as a result of the merge of Alliance Bank JSC, Temirbank JSC and ForteBank JSC. The bank is represented in all regions and cities of the country. Successfully working in the market of banking services for over 20 years. Today ForteBank JSC ranks tenth in the country in terms of assets and is developing as a universal financial institution in all areas of business, with a primary focus on the retail market, as well as lending to SMEs.

    Gauhar Beisembayeva, Managing Director in ForteBank

    In the course of the implementation of the Single Window Forte Bank project, E-Consulting has demonstrated the ability to effectively bring its experience as a business consultant and integrator to the implementation of our requirements for automating retail banking processes. As well as a quick response and loyalty to the necessary changes in the processes that took place during the project.

    Rinat Agambaev, Project Manager in ForteBank

    The solution allows us to serve customers faster, spend less time on operations and more on winning new business.

    By offering products based on the needs of the client and off one system and one screen for every interaction, we have seen major benefits for both customer and us as a bank with Microsoft Dynamics.

    Speed of deployment was also taken into account, as we set high goals, value speed and quality.

    Go to case
  • Ameriabank (Armenia), since 2017

    Ameriabank is a universal bank offering corporate, retail and investment services in a comprehensive package. Being the fastest growing financial institution in the Armenian market, offering the most modern banking solutions, Ameriabank is at the same time one of the oldest banks in Armenia with a 100-year history.

    Go to case
  • Erste Bank

    Universal Bank in Central Europe, with headquarters in Vienna, Austria. Represented in Austria, Croatia, Czech Republic, Hungary, Romania, Serbia, Slovakia.

    Andrey Lushevsky, Chief Economist, Sales Support Department, Erste Bank

    Today, banks are actively keeping pace with the diversification of products and services, as well as the introduction of new programs and systems that make it easier and better to serve their customers. Erste Bank is no exception.

    The Microsoft system provides us with complete information and analytical support for the sales process, which makes it easier, more convenient, and faster.

    For an employee of Erste Bank, the interface of the program complex is convenient and clear in work. Of course, each system requires training to work with it, but thanks to one-time training and a training video, we got the desired result and trained staff.

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Our customers received lots of benefits

Pricing

Each bank, collection company or microloan organization has its own ABS with internal services, its own business processes and its goals for developing relations with the target audience and customers. We do not sell a finished boxed product with functions and modules you do not need so that you don’t «pay for the air».

The cost of XRM Banking depends on the options and modules that you want to include in the delivery package and current business goals which your company needs to achieve. Our manager will tell you all the details and possible configurations.

Achievements of E-consulting in the banking sector

More than 15 years of experience, well-known clients and a rich portfolio of works allow us to implement a project of any complexity

  • 2001

    In April 2001 the company was formed (the first name was “Everest Consulting”). Since then it has become a system integrator on the IT market. From the first days of its existence until today, the president of the company is Andrey Bezgubenko.

  • 2008

    All extraneous directions in the business were frozen to concentrate all the company's resources on XRM solutions implementation projects. XRM systems are customer relationship management systems, which are created individually for business needs of companies of the same industry.

  • 2011

    We received awards:
    - “Partner of the Year in promoting and implementing management decisions in the public sector”
    - “Partner of the Year in terms of sales of licenses for Microsoft Dynamics CRM”
    for the project of implementing the Call center XRM Banking solution on the Microsoft Dynamics CRM platform in Oshchadbank. The project allowed creating an organized deposit payment scheme to depositors of troubled banks “Rodovid” and “Ukrprombank” through the Oshchadbank.

  • 2012

    We won in the nomination of Best CRM Solution 2012 with the Call Center XRM Banking system.

  • 2013

    E-Consulting becomes the winner of the I International Competition «Leader in the Implementation of Innovative Technologies and Solutions for Modern Business — 2013» in the nomination «Leader in building Contact Centers and CRM Systems for Banks». The competition is organized by the publishing house KBS-Izdat and the Bankir magazine.

  • 2015

    as a result of the tender, XRM Banking was recognized as the best for automating the processes of servicing retail business in the context of the merging three banks — Alliance, Temirbank and ForteBank. The goal of the system is to bring the combined ForteBank to the TOP banks of the Kazakhstan retail sector.

  • 2017

    We performed large-scale diagnostics of Ameriabank (Armenia) business processes with the subsequent implementation of the XRM Banking system to improve the quality and reliability of customer service.

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