BTA-Kazan creates a single system for work with clients based on the SAP solutions CRM and SAP BCM

The BTA — Kazan joint stock bank which is in number 150 of the largest Banks of Russia, and SAP company announced in September, 2010 creation in "BTA - Kazan" the systems of the corporate reporting and a single system for work with clients based on the SAP solutions CRM and SAP BCM in 4 months.

At the moment in bank 400 employees BTA-Kazan which services more than 70000 clients work. For 1/1/2010 assets of bank were 15.4 billion rubles. The strongest competition which developed in the banking sector imposes more and more strict requirements to market participants. Competitive struggle is conducted not only at the level of decrease in operating costs, the offer of the most high-quality products and services, but also effective customer interaction, satisfaction of their requirements and building of the mutually beneficial long-term relations with them. The situation which developed before implementation characterized by existence of several separate systems, a progressive tense of passing of business processes on formation and approval of offers in services, lack of transparency and online access to necessary information slowed down business development of bank. Need for the single system integrating all divisions involved in sales process ripened. More powerful and functional tool allowing to automate sales processes was required and to quickly obtain necessary information and to carry out its analysis for decision making.

As a result the company held the tender in which the leading world CRM solution providers took part. As criteria of comparison not only functionality of solutions and price-quality ratio, but also already put business practices, quality of technical support, reputation and market position of vendor and partner company, best in systems, on implementation, plans of the supplier for development of the solution acted. As a result a choice of the company was made for benefit of solutions SAP CRM and SAP BCM. A partner in implementation since the beginning of 2013 is the company Terra Consulting.

During the project were implemented following functionality:

• Management of corporate sales - implementation is performed within 4 months
• The contact center – is expected that implementation is performed within 2 months
• Analytical reporting
• Management of retail sales
• Management of collecting of debt
• Management of marketing.

As a result of implementation the company got advantages of work in a single system. In a month more than 10000 requests on products are processed, processes on formation and approval of offers in services are automated, the transparency of sales processes and work of account managers is reached. In the future the bank expects 15% inflow of clients of bank and increase in number of cross-sellings by 20%.

"Project implementation allowed to construct the system including three major components of process management: transparency, controllability, coordination. Qualitatively new approach to process management of customer interaction which is characterized by an opportunity in real time to keep track of all business activities was as a result reached. Now the unified information system contains all history of interaction of the company with clients, a system is also integrated with the automated banking system", - Minayev Sergey Evgenyevich, the Head of department of Information technologies, BTA-Kazan told.