CMD-Soft: Corporate business of bank

Solution "CMD-Soft: Corporate business of bank based on Microsoft Dynamics CRM" is specialized industry solution based on a system customer relationship management of Microsoft Dynamics CRM. The solution is intended for automation of activity of the bank performing service of legal entities and VIP-persons.

The solution is intended for banks which strategy is focused on individual service of each client, based on knowledge of his requirements and opportunities, and is guided by increase in loyalty of regular customers that, in turn, helps to attract new clients. Accounting of formal and informal communications between key persons of the corporate clients (serviced and potential) allows bank to increase efficiency of involvement of new clients without increase in promotional costs and marketing.

One of the main objectives solved at implementing solution is consolidation of information from different sources, structural divisions of banks, branches and departments. Solution integration with the automated banking system and other information systems of bank provides operational availability from one window of all data on the client, his transactions, the history of interaction with it.

CUSTOMER MANAGEMENT AND CONTACTS

General base of clients

The uniform structured storage of data on the potential and serviced clients allows to have pins and needles in the change history in the company client, to do customer analysis on the selected signs. According to the strategy of individual service each client is assigned to the personal manager or the curator. The staff of different divisions interacting with the client within work on different products also has access to all necessary information according to the rights and roles appointed by it in a system.

In addition to a card file of clients in a system the database of all partners (partners) of bank is blown: insurance companies, estimated companies, partner banks, foreign banks, other participants of transactions and transactions. On partners of bank the database of agreements is maintained, terms of providing questionnaires and packets of documents of title are planned, terms of actions of licenses, the statuses of accreditation, etc. are traced.

Employee database of clients and partners

All employees of clients legal entities and partners of bank are also considered in Microsoft Dynamics CRM. On each of them contact information, a role in the companies, a position which is held by this person, the list of powers according to the power of attorney, validity period of powers is stored. If this person is a signer from the partner, his details are automatically inserted into the documents created of a system.

Search of duplicates

A system gives an opportunity to trace and not to allow emergence of duplicates in the database. Check happens every time during creation or import new or updating of the existing record. In attempt to save or import the possible duplicate the user surely will receive a warning and the list of the similar records which are already available in a system. At the same time the user independently makes the decision: whether to leave new record, to execute merge to existing or to delete one of them.

Tracking of interrelations

In a system formal and informal communications between clients and partners of Bank are considered. To the legal entity its affiliates (with indication of an influence form), owners (with indication of ownership shares), partners, other enterprises of group or holding become attached. Key persons in the companies responsible for decision-making or influencing decision-making are identified. For individuals the related or friendly relations are established. In other words, the network on which banking products and services are promoted further is created.

CURRENT WORK WITH THE CLIENT

Management of customer interactions

Calls, meetings, electronic correspondence and other customer interactions are stored in a system. At any time it is possible to receive the complete history of interactions, without finding out it from the client several times and to use it for decision-making. Planning of interactions in a system and the tool of reminders will allow managers to plan effectively day, to keep these promises and by that to avoid unpleasant situations in the relations with the client. Besides such approach allows to increase the manager's performance, without lowering a high level of quality of individual service.

Incoming calls of clients are automatically redirected to bank to the client's curator that significantly saves the client's time for waiting of switching to the necessary person. Incoming calls of new clients are distributed on employees according to the registered instruction, depending on load and presence or absence of the person in a workplace. According to some information the first contact of the client with the bank representative puts 70 percent of success of further cooperation therefore it is very important to have an opportunity to provide complete, exact and up-to-date information on all asked questions. The structured information storage about services and conditions of their providing in a system, significantly facilitates work of the manager.

Accounting of requirements, wishes, claims

The solution allows to consider and trace the wishes sounded by clients to work and the possible needs for services of bank, including the offer on the organization of process of service and interaction, on improvement of service and also a claim and the complaint. Distributing incidents between responsibles, the manager can control the status of solution, monitor reaction to each of addresses.

WORK WITH DOCUMENTS

Printing of documents from a system

A system allows to create automatically all necessary documents (agreements, questionnaires, letters, powers of attorney, etc.), printing of the whole document package is possible at once. The instrument of printing of documents significantly saves time for formation of documents, releasing time for closer communication with the client.

Document templates are stored and updated is centralized that allows all regional divisions to pass to new document forms at the same time.

Uniform storage of documents

All documents provided by the client and created in the course of his interaction with bank are stored in a binding to the client. If a system is integrated with a corporate portal based on Microsoft Office SharePoint Server or Windows SharePoint Services, document storage is recommended to be performed on the portal – all advantages of use of this tool – version control, structuredness, a possibility of multi-user work – become available to users of Microsoft Dynamics CRM.

In a system it is possible to trace validity periods of these or those documents, thereby providing their relevance and the system of warnings of the expiration of this or that document. The uniform storage provides availability of documents, whether it be powers of attorney on signers and warrants for receipt of information or balance of the company.

Check of completeness

For each product (a type of a product) or category of the client it is possible to set a template of the list of necessary documents. At receipt of necessary documents in bank in a system their existence, date and a form of providing, validity period, other parameters is noted.

In a system the completeness of the provided documents is traced, the manager is always aware of what documents is not enough or what term of documents expired.

At the same time if the client uses several products of bank, then in the presence of the existing documents provided earlier, a system will not request them repeatedly at registration of the potential transaction on a new product.

Directly from a system it is possible to send to the client the report on missing documents.

Help and normative reference information

The separate solution module is devoted to creation of the knowledge base and storage of documents of bank, such as internal regulations, rules, standards, standard document forms, normative legal acts, etc.

Thanks to existence of full-text search it is possible to find the necessary document. In case of integration of Microsoft Dynamics CRM and Microsoft Office SharePoint Server (Windows SharePoint Services) of an opportunity for work with help base considerably extend. Work according to the approved business process

The step-by-step work with each possible transaction directed to signing of the contract with the client is provided in a system. Depending on the banking product offered the client business process (stages, actions, the carried-out inspections) can differ. Passing of control points in the course of work guarantees to the client the high-quality and managed service.

Existence of a complete set of documents, passing of check of a security service, receiving approval of credit committee, etc. can be criterion of transition to a new processing stage. This functionality allows to estimate the volume of all transactions opened in bank, their quantity, processing stages.

MARKETING OPERATIONS MANAGEMENT

In Microsoft Dynamics CRM the full-function module "Marketing" allowing to plan carrying out and to keep track of efficiency of marketing efforts is implemented. You can plan the income and expenditure budget on each campaign.

All materials of a campaign: documents for mailing, models of leaflets, etc. can be stored in a binding to the marketing project. You can specify contractors and partners of bank, for holding a campaign, to plan and monitor work with them.

For each campaign there is an opportunity to create a target group (segment) for which to organize electronic mailing of materials, call-down, etc.

Close connection of the module of marketing with the module of sale allows to trace responses to the waged campaign and bargains concluded based on its carrying out thereby giving the chance to estimate real results of behavior of a campaign.

SUPPORT OF THE INNER ORGANIZATION STRUCTURE OF BANK

In Microsoft Dynamics CRM information on structure of bank is kept: divisions, branches, departments, additional offices and also employees who in them work. Information management about structure of bank, including accessory of clients, products, employees, is regulated by access rights. In a system a number of reports for the analysis of sales volumes of products and services in divisions and employees of the bank, for control of activity of divisions and individual employees, etc. is implemented.

UNIFORM PRODUCT DIRECTORY OF BANK

In a system the uniform product directory of bank synchronized with a banking system is kept. From the moment of the first address of the client the products wished them are fixed. Further, in the course of study of terms of transaction, parameters of future agreement – rates, rates, terms, etc. are defined. The possibility of creation of individual price lists for the client or a customer group is provided.

Noting product needs of the clients, trackings the status and statuses of possible transactions managers will always have up-to-date information about those products and services which the client uses or wishes to use.

The product lines supported by the solution:

• Crediting of physical persons and legal entities;
• Deposits/deposits;
• Project financing;
• Documentary operations.

CREDIT COMMITTEE

In the solution the module "Credit Committee" consisting of a workplace of the secretary of committee and jobs of members of the committee is implemented. The module allows to create the agenda for a meeting – the list of questions to discussion, to create the participant list of a meeting, to do mailings of documentation and a reminder, to take an internal and absentee electronic voting. According to the results of a meeting on the set templates the protocol and the statement from a puncture of committee form. The made decisions automatically are transferred to client data.

CUSTOMER SERVICE

At a customer service stage in a system the following functions are available:

• Monitoring of subjects to pledge;
• Control of timeliness of providing necessary documents according to terms of the contract;
• Control of validity periods of the provided documents;
• Warning of delays on the credit: notification of the responsible, sending letters and notifications to the client;
• Organization of information and marketing mailings;
• Birthday greetings and professional holidays;
• Service quality control: call-downs, questioning, etc.

SPECIAL TOOLS

Check of a format of the entered data

A system checks a format of the entered data (a TIN, PSRN, phones, the addresses on and other data) for compliance to requirements to this information. It allows to avoid mechanical errors and by that increases purity of information.

Ready spravochka of nation-wide qualifiers

A system is delivered with a set of the ready commonly accepted qualifiers and reference books necessary for integration into the core banking system and reportings in the Central Bank of the Russian Federation. It is possible to carry to such reference books: RCEAP; Document types; All-Russian Classifier of Organizational-Legal Forms; All-Russian Classifier of Governmental Authorities; KLADR; RCCP; RCATU; All-Russian Classifier of Territories of Municipal Units; SWAN RIVER, etc.

Mechanisms of import and data-refresh of reference books, both from open sources, and from the automated banking system are provided in a system.

Integration

===Integration with the automated banking systems

Thanks to the .NET platform the solution is easily integrated with different information systems, including with the automated banking systems. Within projects CMD-Soft integration with such banking systems as was performed: CFT-IBSO, RS-Bank, Diasoft, Inversion. Integration with a banking system provides the following advantages:

• New clients in CRM are automatically created in the core banking system, double entry of data is excluded;
• Data on transactions and customer accounts are loaded into CRM, creating, on the one hand, information base for work of the employees accompanying the client, with another – a possibility of obtaining the consolidated analytical reporting.
• For implementation of effective information exchange the following information flows between Microsoft Dynamics CRM and a banking system will be organized:

From Microsoft Dynamics CRM are told to the core banking system:

• Information about new clients and their authorized persons;
• Data on parameters of new agreements;
• Parameters of subjects to pledge.

From the core banking system the following information is transferred to Microsoft Dynamics CRM:

• The updated data on details of clients;
• Information about authorized persons and validity periods of powers;
• Statuses, remaining balance, account transactions;
• Profitability indicators of clients;
• Data on the planned payments of the client;
• Data on a penalty fee, penalties, delays;
• Data on recalculation of payment schedules;
• Also all necessary reference books, the product directory, other information are synchronized.

Depending on security policy and technical capabilities of the core banking system the following methods of integration are possible:

• API at the level of the core banking system applications;
• API at the level of ABS DBMS;
• Exchange of means of DBMS (tables, Views);
• File exchange;
• Integration using an integration bus (Microsoft BizTalk Server, IBM WebSphere, etc.).

Integration with telephone exchange (call center)

The solution is integrated with automatic telephone exchange (call center). The leading suppliers of telecommunication equipment, such as Avaya, LG-Nortell, Cisco and others, have connectors for integration into Microsoft Dynamics CRM. Integration with telephone exchange complements the solution with the following functionality:

• Search of the subscriber in the phone number and redirection of a call to the supervising manager, passing call center;
• Distribution of calls depending on load, the sales plan, a product, presence in a workplace;
• Recording of calls, fixing of time of a call and duration of a call in a system;
• Registration and reminder on the passed calls;
• Organization of outgoing call-downs.

Integration with other systems

Integration with different information systems which are used by bank in the activity and also automation of exchange of information with partners of bank is necessary for creation of unified highly effective information environment for work with clients. The solution includes integration with the corporate website which allows new requests from the website automatically to get to a system on processing. Integration into the workflow system provides transparent communication between clients and storage of documents. For the solution of different tasks integration can be implemented with:

• Corporate website;
• Electronic document management system;
• System of scoring;
• Different analytical systems (OLAP);
• Credit bureau;
• Databases of a security service and other systems.