AT Consulting improved Oracle Siebel CRM system ergonomics for OTP of Bank

2015: AT Consulting improved Oracle Siebel CRM system ergonomics for OTP of Bank

In January, 2015 the company AT Consulting completed the project on updating CRM system in OTP Bank, having provided data migration on the latestOracle CRM Siebel 8.1.1.11 platform. Thanks to the advanced user interface Oracle Open UI CRM system will be able to work in all browsers including intended for mobile devices. The project of updating took three months.

The updated CRM system saved broad functionality and significantly improved interface ergonomics. Thanks to Open User Interface technology it provided access to modern opportunities of setup of the interface and lifted limits according to the browser. It allowed bank to implement a set of the business ideas in processes of consumer crediting and work with agency network. Besides, for installation of new versions of the CRM system it is not necessary to update jobs of agents now. Further updates can be established on a centralized basis that extremely important in the presence of the big agency network using a system far off on the Internet.

The project was implemented in short terms: transition was carried out within only three months. An organizational part was the most difficult. Specialists of OTP of Bank set updates on all jobs, including agents and partners and also prepared infrastructure for the new version of the CRM system. The AT Consulting command developed the plan of migration, spent a full stroke of testing and updating of a system.

"It is difficult to revaluate complexity of the CRM system and its huge influence on all key business processes of bank. For us it is the uniform front office through which there pass all sales and customer interaction. For this reason to us it was important that updating of a system was not reflected in the main part of users. Thanks to harmonious joint work we managed to solve this problem successfully. New CRM allowed to upgrade infrastructure and it is essential to expand possibilities of the interface, having improved ergonomics for our employees. We lifted all limits in development of the innovation processes meeting the modern requirements to convenience of the interface", – Maxim Pustovoy, the vice chairman of the board of OTP of Bank notes.

"The main objective was in carrying out updating most imperceptibly for users of a system. We traced all stages of work as it is administrative, and using specially developed test metrics which allowed to receive the report on the migration course. The uniqueness of the project is that, despite the scale of use of a system, we managed to achieve interruption of service only on several night hours. Actually all services of bank continued to operate normally", – Solodilov Andrey, the partner of AT Consulting company adds.

2009

OTP Bank (CRM system) - in July, 2009 it was announced end of system implementation of Oracle Siebel CRM 8.0, costs exceeded $2.5 million.

The tender for implementation of Oracle Siebel CRM 8.0 in "Bank" was held by OTP in the summer of 2007, then Sputnic Labs and Kvazar-micro took part in it except the AT Consulting company which won and become as a result the general contractor. According to in "OTP Bank", now more than 200 of its departments, 10 thousand points of agency network, divisions of a back office and contact center work with the uniform centralized database about clients.

As Mamayev Vadim explained CNews, the Chief information officer of "OTP of Bank", at the time of carrying out the tender a customer relationship management system already existed - was used by Oracle Siebel CRM 6 which was implemented by Sputnic Labs. "As for consumer loans in sales points and issue of plastic cards it satisfied us, but the bank entered the market with new products, such as mortgage, car loans and cash loans, - he says. – In principle they could be started also on "six", but the decision to implement the new version of CRM was made. Including to transfer a part of functions on its support to the company contractor".

Implementation of the eighth version of a product which is responsible for new services went from October, 2007 to May, 2008. In April, 2008 works on migration in parallel began with the previous version on the eighth which lasted till April, 2009. According to Vadim Mamayev, technically migration could be carried out in the fall, but it was postponed for a number of reasons: at first crisis, then a high season of crediting in December and, at last, change of the automated banking system in January.

Transition to the new version of CRM in bank without suspension of provision of services – a difficult task, Dmitry Nazipov, the senior vice president of VTB, the head of the department of IT considers. Elena Semenovskaya, the analyst of IDC, says that if to judge by the number of the connected bank departments, then for implementation of expensive Siebel CRM the spent amount is adequate to amount of works. She considers that in Russia now really there are not a lot of completed projects of bank CRM of such scale. It is possible to give banks as examples of other implementations of Siebel "Tinkoff. Credit systems" and BTA Bank.

Links

OTP Bank implemented CRM for $2.5 million