OTP Bank strengthened control of credit agents using mobile application

2019: Optimization of control of credit agents using EdiAgent

The Edisoft company announced on October 30, 2019 that OTP Bank strengthened control of credit agents using mobile application.

Prerequisites

OTP Bank actively developed the direction of POS crediting through cooperation with retail chain stores. In its state "field" employees who executed duties of credit agents worked. OTP Bank was aimed at increase in the indicators, process optimization.

Task

• Instruments of control of "field" employees for increase in efficiency of their work were required for bank
• It was necessary to manage a feedback with POS points – know about existence advertizing and supplies, the equipment, documents, working schedules of employees
• The bank wanted to adjust audit of points according to internal regulations.

Project Progress

One of bottlenecks of management of big staff of extra office employees consisted in complexity of creation of a single system of control and management. Support of office was regularly required for credit agents – they needed to resupply timely promotional and marketing materials, forms of documents, to bring the office equipment and supplies. New agents need to be trained and tested. Also it was important to supervisors to estimate a condition of points according to uniform standards – from purity of a workplace to knowledge credit agents of client scripts and rules of bank. In work there was not enough uniform format of the reporting, due detailing and transparency of processes on places, a possibility of operating control and check without high labor costs.

The federal provider acted as the solution designer electronic document management and system integrator Edisoft, having suggested to use the application EdiAgent. As a result of OTP Bank implemented a flexible solution for management "field" to the employees, adapted to specific to business processes and integrated with a banking system.

In the basic functionality EdiAgent allows to automate work of sales representatives, agents and merchandisers as combines in one application all necessary tools – from acceptance of tasks and work with the designer of documents before creation of photoreports, routes, holding polls. At the same time heads of "field" employees can manage the state in real time, using the administrator panel.

Having analyzed the tasks facing bank and requirements to extent of automation, Edisoft carried out necessary completion of functionality and the EdiAgent interface.

The application was branded according to the OTP corporate style of Bank. Within the Edisoft project added a feature to manage detailed information on a status of credit points, to log actions of users within mobile application and the administrator part.

On a test stage and carrying out "pilot" the application used 35 employees. After feedback changes and additions were made to the solution that as a result allowed to complete the first part of the project and to bring it into commercial operation. According to the results of implementation application of EdiAgent was expanded on other staff of "field" agents of bank.

The project startup was for bank an experiment, but after its implementation complex improvement of indicators of work of personnel and management is mentioned by them that eventually affected also financial performance. The number of the missed sales was reduced because of the indirect reasons. Increased the clearness of setting and execution of tasks, became simpler check of key indicators on employees and regions, creation of reports.

Project Results

• Possibility of setting of KPI and tracking of its accomplishment
• Management of sales plans
• Option of carrying out inventory
• The system of roles of users with the different access levels
• System of business indicators, reports and dashbord.