MTS the Bank improved work with clients based on the Oracle Siebel CRM IT platform

April 17, 2015. The Bank announced MTS implementation of the modern Oracle Siebel CRM IT platform, having increased efficiency of service of retail clients across all Russia. The AT Consulting company became the partner in the project.

Project Tasks

• Creation of a uniform profile of the client
• Automation of contact center
• Creation of single front office solution for sales processes and service of retail clients in the following directions: non-purpose consumer loans, the credits and cards in sales points, plastic cards, deposits, a mortgage, commission products, RKO
• Automation of targeted marketing campaigns
• Sales management in retail network
• Automation of work with claims
• Processes of partner interaction

Project Steps

• Spring-fall of 2014: implementation of the first stage of the project. Automation of issue of non-purpose consumer loans and also information customer service through a single window (in contact center and in departments) and implementation of a universal master profile of the client.
• March, 2015: sales of main products – not personalized cards and the express credits in sales points of MTS are postponed for the Oracle Siebel CRM platform.

Project Progress

In the I quarter 2015 MTS Bank completed the first stage of the large-scale project on improvement of customer service on the Oracle Siebel CRM platform (CRM – customer relationship management). The bank integrated in the mode of "single window" processes of information customer service in contact center and in departments of the extensive network of bank including 132 offices in 80 cities. Work with consumer loans at offices of bank is transferred to the platform, in April it is going to complete connection to a system of the joint MTS Money project with MTS.

Synchronization of changes of client information in the database happens in real time now that allows to reduce time of consultations and to increase efficiency of customer service of bank.

Result

Implementation of the modern CRM platform reduced operating expenses of bank, reduced loading of adjacent divisions (IT, risks), increased the speed of start and efficiency of marketing campaigns. The bank aggregates data on preferences and a customer behavior, having an opportunity to predict their needs for financial services, representatives of the company integrator reported TAdviser.

Development Plans

On the next stages processing of credit requests, planning and holding campaigns of target marketing, work with customer appeals will be postponed for the Oracle Siebel CRM platform.

"Implementation of a modern CRM system provides increase in level of customer service, as is a priority in our work", – the director of the department of development of business processes and the product description of MTS of Bank Yulia Malyshkina emphasized.

"The platform has the high speed of implementation of changes that gives to bank additional competitive advantages", – Vadim Mamayev, the board member of MTS of Bank comments.

"We are proud of the fact that the accumulated experience allowed AT Consulting to become the contractor in such large strategically important project for bank. The Bank received MTS and checked the reliable instrument of automation of the front office in practice", – Alexey Makeev, the partner, the director of practice of Siebel CRM of AT Consulting company notes.