The Otkrytiye bank implemented Microsoft Dynamics CRM 2013 GMCS company

Choosing a Solution

The Otkrytiye bank follows the innovation approaches and in the field of control automation by customer interactions. So, generation of the preapproved offers (for example, based on credit requests from the website or targeted offers) happens in an analytical CRM system. For the purpose of ensuring further informing clients and registration of results of processing of offers (responses) together with GMCS company the solution based on Microsoft Dynamics CRM 2013 was developed.

This solution allows to make informing clients on offers of bank on several channels – the SMS, the IP telephony, e-mail. In the next plans – implementation of a possibility of informing clients through a system bank client and ATMs and also by means of classical mail. The solution optimizes work of call center operators of bank, reducing time of processing of each offer. Thanks to integration outgoing call-down happens to the IP telephony in the automatic mode. Connection of the operator telesales happens to the client only at the moment when the last picks up the phone; at the same time on the screen of the operator there is an interface of a single window in which that sees the client's card with all necessary information to start dialog. Responses are fixed directly by the operator telesales and transferred to processing system of requests for further work and also in analytical CRM bank for correction of self-training model.

Result

"Thanks to flexible to setup and adaptation of the Microsoft Dynamics CRM 2013 platform and components of our solution for contact centers we managed to build in the solution an IT landscape of bank which became a part of end-to-end process of cross-sellings and the instrument of pro-active interaction of bank with clients", – Vyacheslav Blinkov, the business director of the company of GMCS says.

In addition to partnership with GMCS in the development area of solutions for customer interaction, since 2013 the Otkrytiye Bank uses outsourcing services of MAYKOR in IT support of opening of new offices in all regions of Russia and comprehensive technical support of IT infrastructure.

"We move towards creation of a highly effective information complex capable to provide support of a sales cycle, including cross-and cross-selling, on all activities of bank. At the same time to us it is important that communication with each client took place as it is possible more effectively. In the nearest future we are going to transfer the created system to the mode of commercial operation and to conduct its further development", – Mikhail Sokolov, the senior vice president of Otkrytiye Bank tells.