Банк24.ру fixes communications and expands a range of customer interaction

The NORBIT company started implementation of the CRM system on the basis of the Microsoft Dynamics CRM platform in Банке24.ру.

Hopes and plans

According to the results of the project the bank will receive the powerful tool for quality improvement of customer interaction via the main communication channels (contact center, Internet bank, social networks).

Background

In March, 2012 the management of bank made the decision on system implementation of customer interaction.

Having won in the tender, the project was started by NORBIT company. The contractor is selected by several criteria: presence of the certified product Microsoft DynamicsCRM 2011 specialists, work experience in banking sector, the offer of the most optimal solution on price relation, qualities and terms of works.

Solution

Specialists of NORBIT started implementation of Microsoft Dynamics CRM. After completion of deployment integration of a system with bank vault of data is planned. The new solution will allow to systematize data on clients, to collect and store the history of interaction with them, to receive qualitative analytics for support of sales and acceptance of management decisions and also will give the chance to quickly create reports.

Expectations

Call center operators of bank will obtain the comprehensive information about clients and will be able to offer them the most suitable services. Process of informing on new services and products will be built on the basis of the analysis of use of banking products and services that will give the chance to raise straight lines and cross-sales. Integration with social networks will allow to improve quality and processing speed of requests.

Boris Dyakonov, the First Deputy Chairman of the board noted: "We adhere to customer-oriented strategy and we try to make everything for convenience and comfort of our clients – to increase the speed and service quality, to offer only the necessary services, to increase the speed of reaction to requests. Implementation of hi-tech products allows us to improve customer interaction from year to year and to hold a strong market leadership. The team of implementers of NORBIT understood the spirit of innovations reigning in our company and could propose the best project solutions".