The Renaissance Credit bank using "Cinimex" optimized work of call center

2017: Integration of MS Dynamics CRM with Way4 and the module IVR

The Cinimex company announced on September 7, 2017 implementation in Renaissance Credit bank of the project on integration of a customer relationship management system (Microsoft Dynamics CRM) into the module of routing of calls in call center (IVR) and the platform of electronic processing of the Way4 payment cards.

Integration allowed to unify processes and to reduce load of call center operators due to implementation of services for management of calls directly in the CRM interface. It gave the chance to exclude need to use several applications at the time of the conversation with the client.

According to the results of the executed integration a CRM system was connected to 18 IP-telefonii services among which: "connection and disconnection from a system", "deduction of a call", "transfer and call intercept" and "correct leaving on a break". After integration with Way4 into CRM the possibility of use more than 25 functions of processing, for example, "search of the client" in a number of details, "a blocking/unblocking of cards", "obtaining the change history of the contract" and "formation of the document list" appeared.

On a withdrawal of Renaissance Credit bank, reduction of time of processing of standard requests at remote service also reduction of number of necessary additional licenses and purchases of the hardware by telephony due to implementation of changes directly in an automated workplace of the call center operator became effects of the implemented project.

Specialists of Cinimex successfully executed a full range of project works, including participation in the architectural analysis of a task, development and deployment of necessary adapters and modules, conducting internal and external testing, consultation and also first-line support of trial operation of the solution. Certainly, it was useful experience — Alexey Davydov, the manager with key clients of Cinimex company said.

The uniqueness of implementation and system implementation of CRM MS Dynamics in our bank consists that a system does not store data, all information is transferred in the online mode from the systems of sources. Therefore to issues of integration and high-speed performance at us rather strict requirements. Thanks to the project on integration of the CRM system implemented together with Cinimex company with processing and telephony we actually transferred work of call center operators to a single window that considerably reduces holding time of the client the operator and customer satisfaction raises — Vladimir Teryaev, the vice president, the director of the department of information technologies Renaissance of the Credit summed up the project results.

2016: Integration of MS Dynamics CRM with the systems of bank

For 2016 in CB Renessans Credit (LLC) specialists of Cinimex company, jointly with specialists of bank, implemented several projects on integration of a new CRM system of MS Dynamics with main systems of credit institution. At first on IBM Websphere ESB CRM it was integrated with services of telephony Avaya PDS that allowed call center agents to perform calls to clients directly from the working CRM window. At the second stage the Cinimex command in cooperation with bank performed integration of CRM and processing Way4 system.