Renaissance Credit has integrated its CRM system with the edna chat platform

2020: Integration of CRM system with edna chat platform

On February 18, 2021, edna shared its experience in integrating the CRM system of the Renaissance Credit commercial bank with the edna chat platform.

Opening a service channel in the form of a chat allows you to access client data by pressing one button. The platform has a single classifier for calls and chats in CRM, checking the selected client and active chat. Due to the integration of CRM with the chat platform, it became possible to display the results of the case in the history of communications with the client and quickly receive feedback.

In addition, the following results were obtained:

• promotion of credit products in chat via mobile bank (double increase of sales after transfer from chat in comparison with transfer after consultation on call);
• The increase in the popularity of chat by the end of the year reached 56%, while the share of calls in these statistics is 44%;
• 20% reduction in service time (now the average service time in the chat of 1 client takes no more than 10 minutes, including up to 5 minutes waiting for the answer to the first question);
• Increase customer response to the survey by up to 33% (chatting average of 4.2 out of 5 points).

"In addition to the results of integration with the bank's CRM system, the sale of bank products in chat rooms is no less important. The edna chat center developed by the company took into account the main trend of the industry - the combination of incoming and outgoing communication with the client. This will allow from the 2nd quarter of 2021 to provide bank employees with the opportunity to conduct outbound communication directly from the interface of the chat center, offering banking products to all users on whom smartphones they are installed. mobile application bank It is important to note that sending an offer is not affected by the presence or absence of previous communication with the bank. If the user is interested in the product, then he will be able to draw it up on his own by using the link or continuing the dialogue in a mobile chat, and the bank operator will be able to see which particular offer the client responded to, "said Anna Teplyakova, Director of the Sales Department, edna.

"To develop a customer-centric approach to service and sales, it is important to enable customers to interact with businesses at all convenient points of contact, including chat communications. The introduction of the edna chat platform made it possible to increase customer satisfaction due to the appearance of an additional service channel, and we also see the potential for developing sales using chat in mobile and Internet banks. And to make the work of operators in chat rooms convenient, we integrated the edna chat platform in CRM, which affected the reduction of employee errors and the average dialogue time in chat, and, as a result, allowed us to improve the quality of service for our customers, "said Alexander Fedin, Head of Technology Development Department, Renaissance Credit.