SBI Bank increased productivity of the front office using the Creatio platform

2019: Creatio implementation

On December 4, 2019 the Terrasoft company reported that SBI Bank implemented Creatio CRM system (before bpm’online) for upgrade of processing system of client requests that allows to accelerate decision making process, to improve service model and to provide quality of customer service.

According to the company, SBI Bank transferred to the Creatio platform more than 20 key business processes within upgrade of the uniform pipeline on processing of client requests. The first stage of implementation of the updated technologies allowed to reduce time of processing of requests by 5 times and to increase productivity of the front office by 30%.

At the first stage of implementation of our strategy we implemented the solution for issue of express guarantees on the basis of Creatio. It allowed to reduce the term of processing of requests till 2 o'clock. We issued about 3400 express guarantees, having increased their total volume in 12 months prior to 3.9 billion rubles. Our next step within development of the Creatio platform — to start on it remote opening of accounts and providing the online credits for performance of government contracts. Andrey Karjakin, the chairman of the board of SBI Bank told

In the conditions of rapid growth of SBI Bank of Creatio technology help to accelerate decision making process and to quickly control work of client services. The good result became possible thanks to flexibly configured platform for business process automation of the organization with the developed opportunities for integration and failsafe architecture.

A large number of partners who provide implementation services and customizations of a system became important advantage of Creatio. So, the project in SBI Bank was implemented by Nobilis.Team company.

The project also includes the organization of omnichannel communications with clients using the uniform front office which integrates mail, telephony, messengers, social networks, a personal account and mobile application. For automation of customer interaction and also ensuring not voice communications of SBI Bank implemented chat-bots of Beesender on the Creatio platform.