SAP CRM in Mtbank (The Minsk transit bank) changes Terrasoft CRM

2012

SAP BuisnessObjects BI

In Mtbank implementation of one more SAP solution - a line of the analytical SAP products BuisnessObjects BI began. The management of bank expects that, project implementation will allow to simplify daily work of users of a system, having opened new opportunities for access and information analysis.

SAP CRM

In November, 2012 SAP and Mtbank announced project completion on the implementing solution SAP CRM. Thanks to its implementation one of the banks, largest in Belarus, expands retail business and lays the foundation for an entry into the foreign markets.

Mtbank founded in 1994 is in the 12th place by the amount of assets in a banking system of Republic of Belarus today. Up to 2010 the main activity of bank was work with medium-sized and small enterprises of the private sector, however in 2010 strategic decision was made on an exit in a segment of retail lending. For implementation of this task the tender for installation and development of the Customer Relationship Management System in which victory was won by SAP company was held.

Making the decision on deployment of the CRM system, the management of Mtbank proceeded from aspiration not only to increase competitiveness of bank, but also to bring him to new level, to achieve capability flexibly to react to changes in market conditions and to quickly master new segments of the market. So, the bank aimed to receive the effective system of a client business intelligence and to expand a portfolio of retail offers that would allow to attract a large number of private clients.

The SAP solution CRM not only meets all requirements of Mtbank, but also is the most attractive at the price and cost of ownership. Besides, SAP CRM with support of quick start of a system drew attention of specialists of Mtbank with small payback periods of the solution and a possibility of smooth integration into add-on functional modules in the future.

The Atlantconsult company which is an official partner of SAP and works with products of the company more than 10 years became the partner in implementation of the solution. According to the management of Mtbank, "in spite of the fact that the Atlantconsult company did not cooperate with the banking sector earlier, work was performed successfully at all stages".

Creation of a customer relationship management system took one year. At the first stage of project implementation business management processes of corporate business and management of marketing were automated. Then specialists Atlantconsult carried out works on integration of SAP CRM and the automated banking system regarding double-sided data exchange of clients and data of agreements of clients. Besides, using the SAP solution BCM business processes of contact center of bank and business processes of Collection were automated. At last, the credit pipeline for different distribution channels was automated: payment processing center and contact center, sales points in trade organizations and online store.

Thanks to system implementation of customer relationship management, Mtbank could expand the offer significantly. Quarterly the bank represents two new products that allowed it to attract 20 thousand clients for the first 6 months of operation of a new CRM system. Currently, the gain makes already more than 60 thousand clients. Thanks to implementation of support function of work of different distribution channels, the bank is capable to process in 10 times more of credit requests, than before the implementing solution SAP CRM. The average time of processing of the request for the credit was reduced from 3-4 to 20-25 o'clock minutes. "Thanks to availability of necessary information in due time and in the right place, we managed to improve significantly centralized operation by banking products from the different directions of business. Our specialists had an opportunity to quickly offer the new products meeting customer needs. Revenue growth of bank from sale of retail services for a comparative period was more than 100%. Such progress speaks for itself", – the operating officer of Mtbank Artyom Strelchyonok tells.

In Mtbank implementation of one more SAP solution - a line of the analytical SAP products BuisnessObjects BI began. The management of bank expects that, project implementation will allow to simplify daily work of users of a system, having opened new opportunities for access and information analysis.

In the future the bank is going to continue automation of contact center and issuance of credits to clients by means of the SAP CRM system. Besides, together with consultants Atlantconsult possibilities of control automation by marketing campaigns, business process of issue of plastic and co-branded cards and also business processes of preliminary collecting are studied.