Finbridge (Microfinance Company New Financing, IFC NF) (Amber BPM)

2022: Automation of customer service processes on the hotline and in the client service

Project Objectives:

• Ensure operators work within a single window, minimizing the need to work in different interfaces and systems;
• Consolidate data from all sources used and standardize case processes
• Provide informative analytics to find issues that require immediate management intervention.

The solution is implemented on the AMBER platform platform. The following works were performed:

• Automated business processes;
• Automated notification of clients about the status of case processing;
• Assistance in preparing responses for operators based on data from CRM;
• Automated work with complaints about the quality of work of employees;
• Internal technical support of employees is automated;
• Automatic creation of tasks based on case triggers is configured;
• Analytical reports have been set up: on the processing of requests, on communications within requests, on tasks, on the effectiveness of employees and others.