The CRM project in Bank Moscow-Minsk

The Moscow-Minsk bank and Terrasoft group sum up the results of the first stage of automation of work of Bank using Terrasoft XRM Bank. The Moscow-Minsk bank is the universal bank providing a full range of services — settlement, credit, documentary, card and other transactions. The bank is included into ten banks of Republic of Belarus on assets and the leader of the banking sector of Republic of Belarus in profitability of the capital and assets. The quality and cost of the software product were pacing factors which were considered by bank when choosing the automation system. From the company implementer experience of implementation of successful CRM projects in banks was required. At the time of the choice of the solution by Bank Moscow-Minsk the Terrasoft system was implemented more than in 25 banks which made excellent recommendations.

The beginning of an implementation project of the Terrasoft XRM Bank system in Bank Moscow-Minsk became examination of activity of bank after which the stage of automation of work of service Debt Collection and work of contact center, training of staff of IT service followed.

Using Terrasoft XRM Bank work with arrears, including processes of Soft, Hard and Legal Collection, calculation of KPI for process of return of problem debts is automated. Integration into the core banking system of bank is configured.

Integration of Terrasoft XRM Bank allowed to solve with automatic telephone exchange of Infinity at a stage of automation of Contact center of Bank problems of acceptance entering and to implementation of outgoing calls, routing of calls, works of operators on conversation scripts. In a system groups of operators on qualification (Skill Groups), rules for apportionment of calls in groups and interchangeability of groups are configured. The quality control system of work of Contact Centre includes statistics on KPI for contact center and activities reports of division.

Besides, within the project the vector model of risks assessment is automated 3rd - the customer base for maintaining information necessary for risks assessment is configured, the algorithm of calculation of model of risks is configured.

Speaking about the project course Andrey Usik, the Head of development department of business of Bank Moscow-Minsk, emphasized big flexibility and customer focus of the Terrasoft command: "At system implementation as soon as we had any questions on the project, we called the manager of Terrasoft assigned to us who solved everything almost instantly". Not less important role was played by a project team from bank, participants from divisions of customers, from department of business development of bank and IT service put a lot of effort for successful project implementation.

The management of Bank is very enough results of the first project. Andrey Usik noted big return from the automation system: "High rates of efficiency of return of arrears are reached, and the average term of issuance of credits with a full stroke of check of borrowers reaches till eight o'clock. Our bank managed to reach very high level of profitability and efficiency, the crucial role in this process was played by business process automation, including use of the Terrasoft XRM Bank system".

At present cooperation of Terrasoft company and Bank Moscow-Minsk continues. Works on the second project of automation which will affect work of retail and corporate business are conducted. Within a new stage there will be automated such processes and functions:

• Management of the customer base
• Processes of work of corporate and retail business
• Document flow on sales processes, registrations and maintenances of products
• System of motivation of managers of departments of sales
• Sales analyst