DeltaCredit started the beta-version of service for the instant credit solution

2016

DeltaCredit started the beta-version of service for the instant credit solution

In June, 2016 at a press conference "New digital-services of DeltaCredit mortgage bank it was announced start of Deltaexpress service for obtaining the decision on issue of a mortgage loan online. Service is developed with the assistance of CMD-Soft IT company, represents a personal account of the potential client and is integrated with the credit pipeline of bank.

For obtaining the credit solution the Internet user should be registered in service and also agree to personal data processing and use of the digital signature. At registration the user needs to specify the phone number for further SMS-authentications during the work in a personal account. Then it passes into the interface of the questionnaire which consists of 5 sections. First, personal information is brought: passport data and consent to a request in bureau of credit histories. Secondly, data on work of the client: company, position, experience, etc. Thirdly, income and methods of proof of income. Further, expenses and the operating credits. The interface of selection of a credit product, including the size and term of the desirable credit completes the questionnaire.

Information, user-provided service, is processed by automatic bank processes of the credit pipeline in real time. It is issued to the user as a result of information processing the provisional solution of bank for four options of a credit product from which can select for itself(himself) the most attractive.

"The mortgage historically is considered a difficult product and the words "digital" and "ipoteka" in Russia together were not said until recently. We decided to change this paradigm for what we offer the service allowing the potential client without descending from "a house sofa", to receive the solution of bank literally in several minutes. Service allows absolutely free of charge any person to check whether the mortgage loan and for what amount will approve to it bank. The amount approved by the provisional solution becomes final under a condition if the potential borrower provides the documents confirming information entered by it", - the chief of the department of marketing DeltaCredit Aleksey Lola noted.

Having received the positive credit solution, the user can use service for transfer of scans of documents in bank. To the user the personal manager for support of the transaction will be automatically appointed and all information will pass into the CRM-system of bank.

2009

The DeltaCredit bank implemented the solution for automation of credit process based on Microsoft Dynamics CRM from CMD-Soft company. With the help of a new system the bank had an opportunity to quickly start new marketing programs, to increase efficiency of customer service and issuance of credits, to provide reliable storage and to increase quality of data.

Business need of the customer: Decrease in credit risk, quality improvement and reliability of the entered information, reduction of dependences on circuit multiplication of attraction and number of the arriving credit requests, reduction of an implementation time of new products

Customer's IT problem: Lack of a single technology platform, need of integration of systems and data, cutting of costs for maintenance of information systems

Situation

Before implementation of the CRM system in DeltaCredit the system of a class the front office was already used. At the time of its deployment it quite met requirements imposed to it, however, by the time of implementation of Microsoft Dynamics CRM the used system became outdated both in terms of functionality, and in terms of reliability:

• Problems of business were in many respects solved in the semi-manual mode;
• Calculations were carried out in a frontal system, and formation of documents, work with partners, the insurance and estimated companies, work of call center and sales managers was executed manually that could lead to increase in the risks connected with a human factor and to emergence of errors;
• For decrease in the above-stated risks additional stages of data validation were used that required considerable time and human resources.

Before DeltaCredit bank there was a task to implement a new technology platform which will allow business to develop further in the conditions of a competitive situation in the market. For the choice of an optimal solution the tender in which the solutions constructed on platforms of leading manufacturers of the software (Oracle, Microsoft, IBM) and also offers of other large companies providing a specialized software for banking sector took part was held. When comparing solutions multiple-factor evaluation criteria, including, information security (about 20 criteria) and cost efficiency were used (TCO, calculation of return of investments, cost of the license, cost of support and development).

In addition to a financial component as selection criterion the convenience of work with a system was considered. For all participants of the tender selected at a final stage the demand to unroll test demonstration environment in which the staff of DeltaCredit could test a system in operation, estimate convenience of work and existence of necessary functionality was made. Since the convenience of work is the key to successful transition of users to a new system therefore the interface and ergonomics were also important criteria when choosing the solution.

The possibility of development of a system by own forces was one more factor of assessment: making changes and connection of add-on modules, integration into infrastructure of bank and further scaling of a system. Considering the permanent growth of volumes and increase in load of server capacities, for bank it was important to find the solution with broad support of scaling so that growth of loading did not influence system performance.

On set of these indicators for each considered offer first place was won by the solution for automation of credit business from CMD-Soft company, the Microsoft partner with the status Gold Certified Partner, based on the Microsoft Dynamics CRM platform. In many respects the choice of this solution was caused by the fact that Microsoft Dynamics CRM conformed to the main requirements of DeltaCredit: flexibility and scalability of the platform, connectivity of additional server capacities, possibility of carrying out developments by own forces, compliance to requirements of information security, presence of good potential for growth. Besides, the solution on the Microsoft Dynamics CRM platform proposed by CMD-Soft company is focused on work with the credit block and successfully implemented in several banks and loan brokers.

The tender began in the middle of 2008 and came to the end in the I quarter of 2009, i.e. its beginning fell on an economic crisis. Thanks to a pro-active position of the management of DeltaCredit and understanding that crisis is the best time for updating the company could select resources that with the minimum costs completely to pass to the new platform. Thus, to completion of crisis the new platform which allowed to transfer business to new technology level successfully was unrolled. In spite of the fact that so far the volume of issuance of credits increased more than twice, the number of employees of the bank practically did not increase thanks to the fact that the new CRM system significantly increased performance of their work.

Solutions

Process of the implementing solution Microsoft Dynamics CRM in DeltaCredit was complete rapidly — in only 6 months a system was completely finished and started in the central region. Normal implementation time of this sort of systems in the bank industry makes from one and a half to two years. So short term was caused by the fact that the solution was already prepared taking into account specifics of the credit industry, and DeltaCredit needed to formalize only the business requirements and to configure them in a system. Then the solution was deployed in all regions of presence of bank in record three months.

The implemented system received the name LORIS that is an abbreviation of the English name Loan Origination System – the system of acceptance and approval of requests for issuance of credits.

Practically all divisions of DeltaCredit bank and, first of all, division of sales — the mortgage consultants who are responsible for customer acquisition took part in the project on implementation of a new CRM system. Also in the project work of call center was automated, flexible instruments of holding marketing actions were implemented: allowing to start any action for only several days. Also took part in the project the division of processing which is responsible for check and a complete set of documents, scanning and preserving their in electronic form; the division of underwriting considering credit cases, executing calculations and the analysis and making the decision on an opportunity or impossibility of issuance of credit; the division of a security service checking credit history of the client; division on interaction with the insurance and estimated companies; the division which is carrying out expertize of documents and carrying out transactions. Besides, work of lawyers on work with standard affairs was automated.

The main and most difficult task was creation of uniform end-to-end business process. Business processes at each stage of work of each single division were rather easily developed. However joining of business processes of different divisions caused a number of difficulties: results of work of one were often insufficient to start work of another. Therefore analytical process of preparation of requirements and their formalization took, about, three months.

Integration of a new system into DeltaCredit infrastructure was an important project task. Thanks to flexibility and scalability of the Microsoft Dynamics CRM platform a new system was quickly integrated into infrastructure of bank, connected with the mail server, storage system of documents and a banking system; it is connected to two bureaus of credit histories, integrated with the decision making system making the analysis of the in-fed information. During the project universal interfaces were also developed for further connection to LORIS of additional data sources and external systems.

The complexity was represented also by integration with a banking system. Extensive work on a research of the best practices of integration with banking systems was carried out. Therefore the integration solution allowing to save operability of information transfer was created even if in one system there will be a change of a format and structure of internal data. Besides, between systems the online synchronization of data executed within several seconds and the package synchronization of large volumes of data executed at night was adjusted (for example, calculation of a current status for the loan portfolio).

The complexity was represented also by integration with a banking system. Extensive work on a research of the best practices of integration with banking systems was carried out. Therefore the integration solution allowing to save operability of information transfer was created even if in one system there will be a change of a format and structure of internal data. Besides, between systems the online synchronization of data executed within several seconds and the package synchronization of large volumes of data executed at night was adjusted (for example, calculation of a current status for the loan portfolio).

During the project the task of system implementation in all regions of presence of bank and carrying out user training was set. Process of system implementation in regions took three months. At the same time process of transition of users to a new system was executed in record time: each region passed to a new system within three-four days. The bank together with the partner in implementation developed the training program of users. In each region the professional coach provided trainings of employees on work with a system. In the first day the master class was held, in the second day users performed practical tasks, for the third day the regional office already completely worked with a new system. It allowed bank in record time without serious consequences completely to pass to a new system.

At head office of bank (Moscow and the Moscow region) a system was put into operation in August, 2009, and at the beginning of November, 2009 it worked already in all regions of presence of bank. Now support of the CRM system is executed by DeltaCredit forces. About 90% of changes into the system are entered by the employees of the bank who are not developers thanks to the fact that in CRM, unlike other systems, there are built-in mechanisms of visual change of data. The employee can independently add any field, place it in the right place on a form and configure business processing of data. Only 10% of the tasks connected from implementations of settlement algorithms are executed by forces of CMD-Soft company.

Advantages

Transition to the CRM system allowed DeltaCredit to automate the most part of routine work of users and to increase the overall performance of work. At increase in quantity of the issued credits more than twice the number of employees of the bank practically did not change.

Thanks to close integration of the system interface with Microsoft Outlook, sales managers do not even need to log in in a special way: they can directly perform the work from the interface of an e-mail client as all tools for data management of a system are integrated into Outlook. The employee can send the e-mail message which will be automatically tied to credit case; the appointment made in credit case will be automatically postponed to the calendar of the sales manager; the sales manager creates a document package which will be automatically added to a system. This close integration, on the one hand, simplifies work of the sales manager, and on the other hand, solves a problem of automation of process and increases its reliability.

Implementation of a new CRM system to bank allowed to reduce significantly risk of emergence of errors and influence of a human factor. A system automatically checks correctness of the entered data, displays reminders on terms, on need of introduction of the additional information. Therefore at the moment even if the employee will be mistaken at any stage, a system will report about it to it and will suggest to correct an error. Thanks to it the number of returns because of shortage of credit affairs was reduced by 40%. And in view of that return of credit case always involves a delay of terms of consideration of the request and issuance of credit, that reduction of returns for bank is equivalent to performance improvement, saving of time of employees and clients, and, therefore, economy of means of bank.

Thanks to implementing solution the number of the transactions executed manually was reduced. So, for example, the estimated album on the apartment contains about 70 indicators. For making decision on issuance of credit on purchase of the apartment the bank needs to analyze all these indicators. If the estimated company provides an album in paper form, then the employee of the bank should enter these 70 indicators into the system manually. Thus, in one day the employee manages to enter data on only several apartments into the system, and by the end of day the error probability, naturally, increases. At the moment process of introduction of data is completely automated. The employee has enough to send request now in the estimated company which will fill these 70 indicators and will send them back to the employee of the bank. Further the employee of the bank, having received the answer, loads it into a system by means of clicking of one button. A system will automatically check the loaded data for compliance to standards and will issue warning if any indicator does not conform to standards of bank. If on introduction of 70 parameters manually about 10 minutes were required earlier, then about 30 seconds are spent for automatic loading. Thus, it is about 20-fold performance improvement.

Microsoft Dynamics CRM gives ample opportunities of development and process automation. DeltaCredit is going to develop the direction of marketing and the reporting in a system: it is necessary to create new reports, to change the existing reports, to arrange them under new requirements and tasks of business. Also DeltaCredit constantly conducts work on process automation. In bank the internal program under the name "Work with a System in Two Clicks" works. Its principle consists in revealing bottlenecks where users spend the greatest number of time, and to automate them by the principle: "Make two clicks that work was performed". For example, automatic loading of questionnaires of clients (requests for issue of a mortgage loan) from the website DeltaCredit www.deltacredit.ru in a system became result of this program. Therefore when the call center operator opens the client's card, he does not need to ask the client the specifying questions — all data on the client at it before eyes.