WaveAccess set up a client service and created several casual modules for Finsludes

2021: Microsoft Dynamics 365 CRM-based client service support

WaveAccess On March 31, 2021, she announced that she had configured the client service and organized its support, created a convenient workplace for the operator, castomized the CRM system and created several caste modules for Finsludes.

Financial services - a marketplace created by the Moscow Exchange provides individuals with the opportunity to online compare and purchase the services of financial organizations (as of March 2021, these are bank deposits and CTP policies). The platform provides all stages of concluding a contract with a financial institution, secure transfer of funds to open a deposit, access to information about the status of accounts and allows for other transactions.

When the client opens a contribution on Finuslug, and then addresses questions about his finances, it is precisely the well-configured business processes that help solve them. The WaveAccess team supported and configured a multi-level customer support system: this is a categorization of questions/problems, and routing, and task tracking, and feedback.

Also, one of the tasks of the project was to set up processes that guarantee the uninterrupted interaction of financial organizations and individuals. WaveAccess configured integration CRM with internal client services,,,, telephony Asterisk Apache Kafka Exchange Server OmniNet Tracker,,, Dynatrace QRadar Reporting Services and other internal customer systems through RESTful web service calls.

In addition, caste modules were created, including modules for considering applications, telemarketing, notifications, meeting management, communication management, customer profile, leaders and appeals, etc.

An important part of the joint work was reports - and first of all, for RosFinMonitoring. Under the legislation in force as of March 2021, any financial institutions must report to RosFinMonitoring in a certain form. WaveAccess set up the process of uploading such reports directly from CRM, significantly saving the time and resources of the customer.

Using Continuous Integration in the draft principles allowed us to ensure more flexible implementation of changes and minimize the human factor when deploying and updating environments, "comments Sergey Gusev, head of CRM practice at WaveAccess.

Interaction with the development team was extremely transparent: regular reporting was conducted, we were provided with a test stand to demonstrate progress and access to the tracking system, "said Igor Alutin, Managing Director for the Development of Electronic Platforms at the Moscow Exchange.

During the implementation of the project, WaveAccess specialists worked together with the customer's team, and synergy from this cooperation made it possible to achieve all the goals set.