Terrasoft XRM Bank

Prerequisites of the Project

One of the most important channels of interaction of any bank with physical and especially legal entities is telephone communication. Often based on the first calls to the organization clients make the decision as far as conveniently and comfortably to work as it with the specific financial partner.

Prior to the beginning of the project on automation of call center of Sofrino bank incoming calls from clients arrived on slightly phone numbers which are not connected among themselves. As a result some calls were lost, the bank lost potential clients and could not service current qualitatively.

Besides, because of dissociation of channels of telephony the management Sofrino had no tool for the analysis and initiation of efficient measures. It was not known - how many calls remain not answered, the reasons - why it occurs.

Project Goals and Objectives

Initially a project objective was creation of a system of telephony which would provide processing and distribution of calls of clients so that any call was not lost. However in the course of study of this task it was designated that permanent active business development of bank and entry into new sales markets put the new quality standards and processing speeds of customer appeals before call center.

Respectively, as a result of automation of Sofrino it was necessary to receive a versatile tool for control and process management of telephone service and purposeful comprehensive work with clients. It was important not only increase employee performance, but also to customize all system so that the management of Bank could trace, work with the client since his first call and till a present situation is how effectively conducted.

Choosing a Solution

"Different technical solutions from the leading Russian and foreign manufacturers were considered by us. The call center of Infinity from Weathervane Sale developer was the most suitable for the company, both on technical characteristics, and on an economic component, - Rogozin Andrey, the head of the department of IT, the adviser to the chairman of the board of Sofrino bank comments. – Important aspect for us was the possibility of full integration of Infinity with leading manufacturers of information systems, and, in particular, XRM systems (a full-function system which in addition to classical CRM tasks, covers also spheres of management of service, project managements and resource managements) from Terrasoft company which was also selected for automation and quality improvement of work of specialists of Bank". Among other advantages experience of the companies of developers in banking sector, proximity of competence centers and an opportunity to flexibly adapt systems for the current infrastructure were in addition mentioned.

Project Progress

The first stage included system deployment of Infinity and start of basic functions on work with telephone calls. The call center of Infinity was integrated on E1 flows with the existing telephone exchange of Panasonic KX-TD 5000 to which more than 200 subscribers were connected. Further uniform multichannel number of customer support center was organized (495) 970-17-50 and operator places are connected. From this point on all arriving and outgoing telephone calls full statistics with a possibility of their listening by the management was kept.

Within the next stage of implementation the installation and adaptation of the Terrasoft XRM Bank system which provided a number of additional opportunities for automation and increase in efficiency was made: organization of process of customer acquisition; interaction with potential clients of bank; development of clients; document management and many others.

Already these two stages extremely positively affected quality of customer interaction of bank. At the same time nevertheless there was a small rupture of data on a joint of interaction of two systems. This task was solved using the universal module of integration of Call center Infinity. As a result of carrying out integration the entering and outgoing calls are followed by display on the screen of the operator of the interface Terrasoft XRM Bank window containing all necessary customer information. Thanks to the complete solution operators had an opportunity to manage a call (dialing by one click, the answer, deduction, transfer, end), to listen to records, to see history of customer relations and also to start business process on a call directly from the Terrasoft system.

The fourth stage configured the module SMS notifications Infinity. A system allowed the management of bank to inform in the automatic mode the clients on new actions, conditions and services. Selection of base for informing becomes from Terrasoft XRM Bank.

At the final stage all eleven additional offices were connected to the general system that allowed to integrate all information on the arriving calls to Sofrino bank.

"Thanks to harmonious work of a project team of staff of Weathervane Sale, Terrasoft and staff of Management of Information technologies all technology issues were resolved quickly and started a system with due quality", – Andrey Rogozin comments.

Project Results

Thanks to implementation of the complete solution Call center of Infinity and Terrasoft XRM Bank the management of bank obtained invaluable information on all customer appeals, stages of work with them and an opportunity easily and quickly to control service process. In turn, specialists found the convenient and effective tool on customer interaction and partners of bank.

"Employee performance considerably grew, at the moment each operator processes more than 100 calls a day! We assess these results extremely positively, are sure that also our clients are happy, - Andrey Rogozin summarizes. – With future business development and for satisfaction of requirements of business divisions of bank we are going to use also other additional tools provided to Infinity, in particular, the IVR menu and voice notifications".