LOCO-Bank completed implementation of CRM

CORUS Consulting Group started implementation of the CRM system on the basis of Microsoft Dynamics CRM 2011 in CB Loco-Bank, the press service of integrator reported on March 18, 2013.

Main thing

Andrey Lyushin, the vice chairman of the board of "LOKO-bank", emphasized: "Our priority – organic development of all business directions: both small and medium business, and segment of retail services. In 2012 LOCO-Bank was included in TOP-50 the best retail banks, into TOP-15 on the amount of the issued car loans and in TOP-10 the largest banks on crediting of SME. One of our strategic tasks – further improvement of operational efficiency and customer service quality. For ensuring high-quality development of individual complex service by the management of bank the decision on implementation of the CRM system was made. After consideration of the platforms presented at the market we stopped on Microsoft Dynamics CRM 2011, considering when choosing a possibility of coincidence tuning of processes of a system under requirements of business, ability to integrate with other used systems and also the usual interface and time necessary for user training and input of a system in operation. Besides, the tool capable to develop dynamically with growth of our requirements was required for us – we have serious plans for development of the CRM system. Based on the tender the contractor on the project selected CORUS Consulting Group which could show necessary experiment of implementation of Microsoft Dynamics CRM in the financial sector and in 2012 taken the leading position among the Russian Microsoft partners".

Objectives

Specialists of CORUS Consulting Group should automate processes of interaction of managers with the companies - new clients of bank, including calls, meetings and correspondence, beginning from the first cold call or the request on credit and not credit (RKO, deposits, salary projects) products of bank before transfer of the transaction for a design in a back office. Besides, CRM will be integrated with the website of "LOKO-bank" that the requests of new clients arriving via the website automatically were appointed to managers.

Within work with retail clients process of additional sales to the existing retail clients will be automated and work with marketing campaigns, including selection of clients using advanced functionality of search and automatic creation of activities (calls, the SMS, e-mail) is implemented. At the same time the SMS can be sent directly from the CRM system. Based on the taken place marketing campaigns a system will allow to carry out the analysis of responses, including intellectual selection of responses depending on type of the carried-out activity and reaction of the client.

Expectations

The new CRM system will allow to prepare the reporting under transactions and activities of managers, including the reporting under accomplishment of planned targets. Also during the project integration of the CRM system and IBS of bank will be executed.

Maria Bar-Biryukova, the Head of Department of CRM of CORUS Consulting Group, noted: "The modern financial institutions working at transparent and highly competitive market are "drivers" in the field of IT today. Developing and implementing the CRM system, banks have an opportunity to improve quality of the service provided to clients and service rate. Having the confirmed work experience in the financial industry, our command started project implementation with understanding of specifics of internal business processes of "LOKO-bank" and confidence that the new CRM system in a short time will become an additional tool for fall forward of sales processes and reduction of routine work of employees that will allow to provide to clients even more high-quality service. Possibilities of the reporting and analytics of a system on the Microsoft Dynamics CRM platform will allow employees of the bank to receive more exact portrait of the client to contact the consumers with target, effective offers".

Project Results

On March 24, 2014 CORUS Consulting Group announced completion of implementation of the CRM system in CB Loco-Bank.

During the project processes of work with clients for two divisions of bank - management of development and sales of small and medium business and also management of retail products of department of retail business are automated.

Within work with individuals process of cross-sellings of banking products to the existing retail clients is implemented. Besides, work with marketing campaigns, selection of clients for the target address to them by the set parameters using advanced functionality of formation of marketing lists, and automatic creation of the personified activities is organized (the SMS, e-mail, messages in a personal account in Internet bank). After the marketing campaign is complete, the CRM system allows to carry out the analysis of responses of clients, including their intellectual selection depending on type of the carried-out activity and reaction of the client.

In the solution not less than ten operational and analytical reports for tracking of work of sales managers, the analysis of their customer interaction, efficiency evaluation of marketing campaigns are implemented.

The CRM system is integrated with IBS and a personal account in Internet bank. In the solution an opportunity to send e-mails and the SMS directly from a system and to keep track of their status is implemented.

LOCO-Bank have more than 20 regional departments, all work in the CRM system. For employees the cycle of the training seminars is carried out.

Andrey Lyushin, the vice chairman of the board of "LOKO-bank", noted: LOCO-Bank pays key attention to development of new channels of customer service and quality improvement of service in these channels. Implementation of the technologies influencing a customer loyalty and also helping employees of the bank to work even more productively it is the next step to upgrades of the IT system of bank. Now the Microsoft Dynamics CRM system is used as the main tool during the maintaining transactions and work with the client. It is uniform point of entry which provides quick and transparent access to all client information. Really, it is very convenient for work, and allows to focus attention not on routine processes, and on fast and high-quality service. Also the CRM system allows to prepare the reporting under transactions and activities of managers, including the reporting under accomplishment of planned targets so heads always have an opportunity quickly to monitor execution of the plan and to coordinate work of employees".