Navicon automated sales of the credit products Societe General Group in DeltaCredit bank based on Microsoft Dynamics CRM

April 03, 2015. The Navicon company announced project completion on implementing solution based on Microsoft Dynamics CRM in the DeltaCredit bank entering into the international Societe General group.

Choice of the platform

The decision for benefit of Microsoft Dynamics CRM was made because of scaling options of the platform, ease of change and use of the solution. A system has the intuitive interface Microsoft Office which in the daily work all employees of the bank therefore users quickly got used to a new system face. Ample opportunities on change of the decision without involvement of developers became additional benefit that considerably reduces costs for modification of a system at change of business processes.

Project and tasks

Initially the project was separated into several phases, upon termination of each of which the Bank received automation of a certain part of the general process. The end-to-end automation of sales including was as a result implemented:

• Quarter and monthly planning of all main KPI of mortgage consultants;
• Automatic registration in the system of all requests left on the website of bank or in services of ice generators;
• Distribution of requests by the staff of the Center of clients who using a system plans and is performed by communications with clients for the purpose of collecting of detailed information on requests;
• Intellectual distribution of requests and credit cases on mortgage consultants. A system automatically distributes credit affairs on the basis of the analysis of a set of criteria, such as: specifics of a product, builder, production calendar, duty roster, loading of employees, etc.;
• Planning and control of communications with the client for all lifecycle of the transaction. A system also monitors accomplishment of standards for processing of requests and notifies heads on violations;
• Control of process of consideration of credit requests by services of Bank;
• Different customer notifications about the decision made by Bank;
• Calculation of all expenses which the client needs to incur according to the transaction;
• Analytical reporting under effectiveness of work of the mortgage centers and certain mortgage consultants;
• The bonus calculators calculating the size of awards depending on accomplishment of the delivered sales plan;
• Possibility of bulk mailing of information messages on clients, realtors and partners of Bank.

Reliability and fault tolerance of a system was the important requirement from Bank also. For accomplishment of this requirement through joint efforts of Bank and Navicon implemented and unrolled a failover cluster.

Results

Today the main project phases are fully completed and there are works on development of the implemented solution. About 46% of employees of the bank already use Microsoft Dynamics CRM in the daily work. Thanks to a system the number of routine transactions which earlier mortgage consultants needed to execute was considerably reduced. Heads, in turn, received control over process and ample opportunities for the analysis. Now all sales process from receipt of the request from the website and before issuance of credit is controlled by a system which at any violation of the approved operation algorithm notifies on it the managements. The solution provided end-to-end process automation of sales of mortgage and consumer loans, representatives of the company integrator reported TAdviser.

Now the staff of Navicon actively improves a system which develops together with business of Bank: there are new actions and products, processes change, the customer base extends. At the same time Navicon provides services in support of already implemented functionality, performing consultations on those questions with which there are difficulties at internal customer support department. A system is used in all mortgage centers of Bank located in 13 regions of the country.

"On this project we together with consultants of Navicon implemented in Microsoft Dynamics CRM end-to-end automation of sales process of mortgage transactions – from obtaining the request from the website of bank before issuance of credit. The organization of end-to-end process in a uniform IT circuit allowed to increase quality of the analysis of sales and accuracy of planning. Integration with internal systems of bank provided the high level of control of this process and reduced the number of the transactions executed by employees daily manually. It allowed to increase efficiency of each specialist since now less time leaves for routine work and more time remains on transactions. As in development process consultants were always guided by user requirements to the interface, it turned out not loaded and convenient for sellers and the staff of the center of the client. Involvement of users in system operation is possible thanks to competently built learning process". Denis Sumin, the curator of the project, the director of information technology of DeltaCredit bank commented.

"We are sure that technologies – the most confident step towards increase in own competitiveness, productivity, potential and profit, – Alyona Gekler, the director of Microsoft Business Solutions in Russia says. – Any project within activity of the company should be focused on it. Use of the solution of Navicon based on Microsoft Dynamics CRM will allow bank to increase efficiency at all levels: technology platform, business processes and employees".