The Crédit Agricole Bank starts an automated system of customer appeals

The company Ink implemented for CRÉDIT AGRICOLE BANK the project on creation of an automated system of processing of customer appeals by means of telephone communication, the company contractor reported on March 20, 2013.

Effects

After implementation of contact center and the CRM system at the customer, functions of processing of customer appeals concentrated in contact center with assistance of CRM of the corporate level of Oracle Siebel CRM.

Similar approach allowed bank to control high-quality and quantitative processing of addresses. By the detailed analysis of the existing system of communications of bank with clients it is established that the main quantity of calls to contact center arrives from holders of payment cards for the purpose of determination of the current account balance.

Aiming to create comfortable conditions for the clients, for the purpose of a possibility round the clock to perform requests on the current balance of payment cards and to receive instantly answers to them in the telephone mode, CRÉDIT AGRICOLE BANK initiated the project as a result of which retail clients had an opportunity in completely automatic mode to perform this transaction.

Project

Maria Lugovaya, the head CRM experts of the company Ink, noted: "Long-term experience of creation of customer relationship management systems allowed us to implement the project for CRÉDIT AGRICOLE BANK. During creation of contact center, we used an optimal solution taking into account expansion of its functionality in the future. As a result the bank received the new effective tool literally in 2 months. The command Ink aims that our clients after implementation could estimate advantages of new technologies at naikratchayshy terms. As a result of creation of an automated system of processing of the entering addresses the company by Ink provided to the client the profitable solution for effective business and development of the company in general".

"Today modern technologies help to save a steady position in competitive financial market. The solution implemented by the company Ink significantly increased quality of processing of customer appeals thanks to automation of call processing, integration with a CRM system, support of the interactive voice menu, etc. The client needs to provide additional benefits and to constantly offer him qualitative advantages in order that his job satisfaction of bank remained at the high level", - Marina Pritula, the head of contact center of CRÉDIT AGRICOLE BANK emphasized.