CMD-Soft: Credit front office of retail bank

Modern CRM system, being, first of all, the instrument of sales of banking products, perfectly copes with problems of target marketing of formation and bringing to consumers of the personified offers due to analytical data processing and integration with communication services. Implementation on the basis of CRM of such functions as "a show-window of personal data of the client", different panels of monitoring, integration with the analytical systems and the data warehouse, allows to provide to the marketing specialists and analysts who are responsible for promotion of products, flexible technology support. Therefore expansion of analytic functions of CRM systems is one of the most relevant and perspective trends.

Besides, the CRM system should support functionally expansion of the range of the services offered by bank including at the expense of "non-bank" financial products (for example, mutual funds or "insurance"). Important advantage of the CRM system to bank is an opportunity quickly and with the minimum costs to organize points of sales in close proximity to consumers.

At the same time the specialist of bank should be provided with necessary functionality of a front office system for implementation of sales. Time spent for service of the potential client, to be exact - the term of reaction of bank to the statement of the client is crucial for success of sales. Building of processing and approval of client requests in the form of the automatic pipeline, ensuring necessary levels of automation and performance is the compulsory provision of technological support of work of a sales point.

Solution "CMD-Soft: the credit front office" provides for retail bank complex business process automation of giving and consideration of credit requests, the conclusions and maintenances of credit deals. The solution includes process automation of management of arrears, managements of relationship with borrowers and other participants of the transaction and also accreditation of partners of bank.

"CMD-Soft: the credit front office for retail bank" is the integrating solution on process automation for the different directions of the credit business including product lines:

• Consumer lending (target and inappropriate);
• Car loans;
• Mortgage lending;
• Credit cards;
• Express crediting.

The solution is aimed at performance improvement of work of employees due to automation of technology processes and a high integration scale with systems which are available in credit institution (the website, call center, the automated banking system (ABS), external databases (databases of a security service, etc.), business and management accounting systems, the corporate data warehouse, etc.).

The solution ensures effective functioning of the credit front office as with a large number of daily arriving requests within the distributed network of sales developed regionally, and in financial credit institutions with the small loan portfolio or only developing the direction of crediting.

The solution ensures the centralized functioning of all remote offices (sales points, additional offices, branches, agents) both in the On-Line mode, and in regime of several the separate, exchanging data (replicable) installations. For agents and sales managers the possibility of use of the solution is provided in the Off-Line mode with a possibility of the subsequent synchronization with the central database and also in regime of the mobile client.

The published results of efficiency from implementing solution show:

• Costs for processing of credit case were reduced by 50%1;
• Time for processing of credit case were reduced by 36%2;
• During the period from April to December, 2007 the efficiency of sales grew by 60%3;
• Use of the solution allowed to support growth of quantity of the issued mortgage loans in 9 months more than in 9 raz4.

"CMD-Soft: the credit front office for retail bank" provides:

• Consolidation of customer information from different sources, structural divisions of bank, its branches and departments;
• Formation of the uniform relevant database of potential and current clients due to integration with different information sisetma of bank;
• Creation of the uniform electronic client file and access to all documents from the client's card according to the access rights;
• Standardization of sales processes of services and also client documentation, within regionally distributed network of bank;
• Maintaining the uniform product directory integrated with the automated banking system, allowing to see and analyze information on all banking services used by the client and also to keep track of his interest in additional products;
• Quality improvement of customer interaction at all stages of work with them due to planning and control of terms of accomplishment of tasks, fixing of promises and the reached agreements, coordination of work of different divisions of bank;
• Carrying out the analysis of an individual profile of the client on the basis of the history of his relationship with Bank and formation of the offer on additional banking products and services taking into account specific features of the client (cross-selling);
• Carrying out efficiency analysis of marketing campaigns, sources of customer acquisition, co-branded projects, advertizing for the purpose of increase in effective management of the marketing budget.

Main advantages from implementing solution are:

• Standardization and control of work of all divisions, including territorially remote, increases efficiency and reduces costs for communications between them, including costs for document flow;
• Planning of interactions in a system and use of the tool of reminders allows managers to organize effectively the working day and not to forget about the promises made to clients;
• Accounting and processing of the wishes sounded by the client and requirements for services of bank, including suggestions for improvement of service, claims and complaints, helps bank to improve service quality, to satisfy requirements and to raise a customer loyalty;
• Automation of formation of all necessary documents and other routine transactions significantly saves time of employees, releasing it for direct work with clients;
• Tracking of completeness of the provided documents, the automated control of their validity period and also ordered storage the scan copies in the single database allows to exclude repeated requests of documents and to save time of employees and clients;
• Step-by-step work with each possible transaction or the request (address), guarantees to the client the high-quality and managed service, and gives to the management instruments of control and forecasting of quality and results of activity;
• Accounting of formal and informal communications between key persons of the clients (serviced and potential) allows bank to increase efficiency of process of involvement of new clients;
• Ensuring individual service as the VIP, and normal clients, including – congratulations on events, significant for clients (holidays, birthdays) and also a possibility of use of such events in marketing bank shares;
• The management of bank about the help of key indicators (KPI), has an opportunity to control efficiency of activities of the company for preparation, issue and service of the credits and also to rely on the objective information at creation of a system of motivation of personnel.

Solution "CMD-Soft: the credit front office for retail bank" conforms to requirements of the Federal Law of the Russian Federation of July 27, 2006 No. 152-FZ "About personal data" and "Regulations on security of personal data at their processing in personal data information systems" are regulated by the Order of the Government of the Russian Federation of November 17, 2007 No. 781.

Security of personal data is reached due to fulfillment of requirements to the used software products, technology infrastructure and regulations of operational process.

The bank solution CMD-Soft addresses for credit stories in Equifax

The developer of front office solutions for banks the CMD-Soft company and bureau of credit histories "Equifax Credit Services" signed the agreement on cooperation. The integration of the front office solution and BKI Switch allowing employees of the bank to obtain information on credit history of the client directly during the work with a card of the potential borrower became result of partnership.

New service allows the bank specialist to obtain a one click of the button information on the potential borrower from several bureaus of credit histories at once. Work of service consists in solution integration "CMD-Soft: The credit front office for retail banks based on Microsoft Dynamics CRM" with the system of Equifax Credit Services bureau BKI Switch which provides the integrated report from several bureaus of credit histories at the same time. At the time of receiving the report "is attached" to a card of the client of the front office solution. The XML-interchange format data gives the chance to make the automated processing of the acquired information, for example, for use of data in automatic credit scoring or underwriting.

"For us the important moment is that the Equifax Credit Services company offers services in information service at high technology level that allows to provide to specialists of banks a convenient service of interaction with bureau of credit histories", - Marchenko Vasily, the Head of Department of the CRM systems of JSC CMD-Soft says.