FC Uralsib completed system implementation of complex service of retail clients

Project Objectives: consolidation of data on clients, increase in efficiency of client managers of Bank due to transparency of process of fixing of clients to employees, quality improvement of work with corporate clients.

Result: Project objectives were executed due to creation of uniform base of large corporate clients of bank with indication of their belonging to holdings based on the product Oracle Siebel CRM. The customer base is integrated with the SAP solution MDM — the master system in the acting clients. Implementation also includes bilateral integration with Corporate Information Storage of Bank for exchange of financial performance of clients.

The implementation project of Oracle Siebel CRM is complete in 2010.

Project Development

In 2012 the Technoserv Consulting company implemented the Oracle BI system.

Continuation of the project

On November 22, 2016 the company Jet Infosystems announced implementation in bank URALSIB of a system of complex service of retail clients on the platform of solutions Oracle Siebel CRM and Oracle BI.

In a project deliverable the customer got access to the consolidated information on banking products and special offers within "single window". It increases service rate and possibilities of formation of individual offers and cross-sellings are expanded.

Action Uralsib, (2014)

The employee of the front office can in choose an optimal packet of the connected products for the specific person. Processes of formation of requests, appointment and control of execution of tasks by employees of the bank are automated that allows to perform service in the minimum terms and taking into account urgency of requests. We significantly save the time and time of our client, at the same time doing services more personified. Kirill Leyko, manager of projects of operational CRM of URALSIB Bank

Feature of the project - use of functionality of Siebel Configurator, it helped to create the uniform product directory containing information on credit, deposit and insurance products of bank. Now the employee of the front office can create a personal packet of banking products for the specific client. Information on products which it already uses is considered (used), the account status and other historical information and also the existing marketing offers.

Specialists of Jet Infosystems company carried out data processing, and consolidated data on clients and products from the systems of bank in CRM. Then the CRM system was integrated with the core banking system, the credit pipeline, the RBS systems, the system of analytical providing a marketing activity, address SMS and e-mail mailings. The relevance of the CRM database is provided by regular automatic synchronization of changes of customer information and products.

The CRM system is integrated with two call centers – operators can create product offers for clients and create requests quickly and fully, as well as employees in departments.

Implementation of Oracle BI and development of set of reports helped to control dynamics of sales on different indicators (products, categories of clients, etc.) and to estimate efficiency of marketing actions.

The implemented technologies helped to optimize customer service processes, having made them are more better. Saving of time of employees leads to significant reduction of operating costs. This project – a serious step to increase in a customer loyalty and increase in revenues of bank. Mikhail Burmagin, director of the center of implementation of business systems of Jet Infosystems company

The CRM system is expected customer service through the whole country. For November 22, 2016 three departments are connected to it. Within development of the project consolidation of functionality of CRM and the automation system of collecting of arrears is carried out – it will help to increase controllability of process of collecting of debts and to reduce financial risks of bank.