CIO of Rosbank Denis Sotin on TAdviser SummIT - about creation of the digital platform on work with debtors

2019

Rosbank CIO Denis Sotin on TAdviser SummIT - on the creation of a digital platform for working with debtors

Rosbank IT Director Denis Sotin and Rosbank Senior Manager Anna Gracheva in a joint speech on May 29, 2019 at TAdviser SummIT spoke about the solved task of creating a single system for automating the collection of overdue debts for various products, on the basis of a single platform and as part of a single business process for all three banks included in the Societe Generale group in Russia. These include Rosbank, Rusfinance Bank, and DeltaCredit Bank.

Denis Sotin

The project started in 2017 and included a preliminary stage of study, which lasted about a year. According to Anna Gracheva, the project was divided into releases, within the framework of which the functionality of the system was gradually introduced. At the first stage, the simplest functions were implemented, such as creating customer cards with complete information about it, saving the history of communications with the client, etc.

Anna Gracheva

In the second release, the functionality of the field collection employees and integration with the mobile application were added. Visiting staff are represented in about 100 cities - from Kaliningrad to Sakhalin.

Grachev's third release covered the business process, which Grachev calls the most difficult: this is the legal stage of working with the courts, the FSSP, where there are many features of interaction with each individual client. At this stage, tools for the financial recovery of the borrower were earned, it became possible to work with non-standard cases - insurance cases, bankruptcy.

At the fourth stage, scheduled for 2019, a connection is being made to the system of employees of SoundCredit Bank.

Slide from the presentation of Denis Sotin and Anna Gracheva

The project involved 4 development teams, including integrators, cited Grachev's data.

The representative of Rosbank also spoke in detail about the architecture of the created solution. The main task in developing the architecture was that by the time each unit with overdue debts began work, they already had tasks. Employees should understand what they need to do regarding the client - whether to call him, or go to him, or make some other interaction.

All this should be solved by a system based on several software products, including SAS and Oracle Siebel CRM, which builds a strategy for interacting with a specific debtor and issues tasks to employees.

Slide from the presentation of Denis Sotin and Anna Gracheva

Speakers called the key factors for the success of the project the choice of an industrial solution, an iterative approach to implementation and deployment, as well as close communication between business and IT at all stages of the project.

Even such a simple and, it would seem, standard banking service as the collection of overdue debts turns into a rather complex process based on various activities around working with data, "said Denis Sotin. - Business becomes datacentric. There is more and more data about the client, and this forces to build new models of interaction with customers, to build work with borrowers in a different way, including on overdue debts.

Slide from the presentation of Denis Sotin and Anna Gracheva

Anna Gracheva added that the development of the system, among other things, implies improving the quality of data on customers that the bank collects for the most personalized interaction with it, and expanding the sources from which the bank draws this data.

О TAdviser SummIT

TAdviser SummIT took place in Moscow on May 29, 2019 and attracted more than 640 participants - heads and experts of IT departments of major companies and government departments of Russia, representatives of IT developers and contractors. During the event, the prospects for the digital transformation of business and government agencies, the development of technologies, products and services were discussed. More than 70 reports were delivered in the plenary and five thematic sections. The event was held in 5 halls of the Holiday Inn Sokolniki.

Completing System Creation

On February 13, 2019, GlowByte announced that together with SAS Institute, they had completed a project to build a single system for collecting overdue debts based on SAS for Debt Management (SAS Campaign Management product family, hereinafter referred to as the SAS Collection) for Rosbank and Rusfinance Bank, members of the Societe Generale international financial group.

Until the launch of the SAS Collection, banks used their own development, while various software was used to determine the strategy for working with the debtor at different stages (Soft, Hard, Legal), which did not allow a flexible approach to managing strategies in the face of growing business needs, and also did not allow to build a "unified view" of the client and working with it. In addition, to support and develop a self-described solution, narrow specialists were required, which, if necessary, made adjustments to the collection strategy, reduced the flexibility of using the system and ultimately led to a significant increase in maintenance costs.

The project team faced a difficult task - with call centers in the regions and an extensive regional network of visiting specialists throughout Russia, to ensure the readiness of relevant tasks for employees to start work in their local time zone. In SAS Collection, the mechanism for repeatedly starting strategies as data is ready in bank accounting systems (ABS) helped solve the situation. A major challenge for the project team was also to ensure smooth seamless integration of the SAS Collection with the data warehouse and operating module. In general, the transition to an industrial solution made it possible to optimize the process of segmentation of customers to collect overdue debts. The changes, including, affected the stages of pre-trial collection (soft, hard collection) and transfer to collection agencies.

The implementation team worked with the bank as a Swiss watch mechanism, which ultimately allowed the system to be launched exactly within the time specified by the project plan, respecting the requirements and framework of the customer's budget.

'The project has automated a comprehensive process ranging from data collection and consolidation to an operations module that employs call center operators, on-site collection and enforcement specialists. The project made it possible to maximize the volume of penalties due to the optimal strategy of interaction, and also made it possible to improve the quality of work with customers by providing a "single look" and building a coordinated work with each client. In 2019, we plan to develop the system - to optimize strategies taking into account the enrichment of the client profile with external data and the application of models based on machine learning methods.

This is not the first project that GlowByte is performing for Rosbank. Over a long time of cooperation between companies, a well-established process of interaction has formed, which allows the bank to quickly introduce advanced solutions for the market, "said Andrei Chubukov, director of the information technology development department of Rosbank.

With the completion of the project, the bank did not stop working on the development of Collection processes: collection specialists will now be able to develop additional strategies and develop existing ones without using software code.