Helios IT implemented SQRM in STP of UniCredit Bank

SQRM^[1] is implemented on the Oracle platform and the client interface in the form of the web application available at workstations and mobile devices includes. Feature of the implemented edition of a system is advanced functionality for monitoring of customer service and automation of the scheme of motivation of employees on the basis of results of work.

Basis of the implemented version of a SQRM system was the concept of the KPI set with elements of gamification in which each operator of STP can see results of the work during the day and aim at indicators of leaders.

The product Helios IT became the solution which integrated internal practices and the growing requirements of Bank for quality excellence of client service. Basic opportunities of a SQRM system support repeated increase in load of STP and also the operation modes close to extreme, at the same time provide full automation of assessment of KPI. The flexibility of a system allows to adapt algorithms and methodology of measurement in each of modules, reflecting the current changes of business processes.

The modular structure of a core of the solution allowed to include in monitoring the new systems and business processes without stopping of already working functionality. Due to this approach the first results were received within several weeks after a project startup.

"Any sall-center, including technical support of bank, collects data on results of the work. A question only in whether this statistics allows to optimize quickly workflows and objectively to estimate work of each employee. Key premises of implementation of statistics and the subsequent analysis increase in level of customer service and performance of department will be always result. We aggregated long-term experience of our managers for formation of a complex of requirements to an analytical system, but faced technical restrictions of the being available means" — Andrey Gorlov, the analyst and the main ideologist of the project from UniCredit Bank comments.

"By the time of start of the project in Bank the main business processes were smoothly running, processes of technical support service are partially automated, all bottlenecks are known. However, the used systems did not allow to obtain up-to-date statistical information of a dlyaanaliz and increase in efficiency of customer service and interaction of all elements of the analytical reporting in a uniform format. In these conditions we were faced by an ambitious task — to implement the complex instrument of monitoring more than 100 indicators received using a set of IT systems and tools, in real time" — Alexander Pyankov, the director of business development of Helios IT comments.

"Simplicity, convenience of the user interface and availability of information, including on mobile tablets — features of a SQRM system which do it by really convenient tool for the head. The Alert-center sends notifications at crucial changes in work of STP that allows to be aware of events during all working day "— Artur Varvashin, the project manager from UniCredit Bank notes.

"During cooperation with Helios IT in a set of IT solutions of Bank the convenient tool for functional monitoring and support of acceptance of management decisions appeared. Based on trial operation within STP now we consider the possibility of implementation of a SQRM system as the monitor of efficiency of other divisions of Bank" — Gleb Eremikhin, the deputy head of department of infrastructure and support of IT services of department of information technologies of UniCredit Bank sums up the project results.

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