Uniastrum Salesforce

On November 13, 2013 it became known of implementation in Uniastrum Bank of CRM service from Salesforce.com^[1].

The chairman of the board of directors of Uniastrum Bank Georgy Piskov answered to the Банки.ру portal a question - that changed with implementation of the CRM system for employees and clients: "For the employee of the bank, that which communicates with the client changed very little. Perhaps, the interface was slightly updated, but it is insignificant. Another changed. The bank works not for the employees, and for clients therefore it is more important to say about what changed for them. And for the client changed here that: waiting time of the solution, first, became predictable. How many we promise, it is so much we and we process the request — no more. It is very essential moment which in overall assessment of service quality occupies not less than 50% in any way. The considerable share of complaints of clients of retail bank concerning credit products is connected with it. "Well answer you to me at last, you give me the credit or not?". Further, because of the fact that process is extremely formalized there are more no such incidents when the client is called and say: "Do you know, we thought — still inform of this piece of paper" — "And what you did not tell me at once?" — "Well, here so". It is absent any more. In products where process is automated, it is accurately registered, you will be told from the very beginning what from you is required. Brought — thanks, we considered and very quickly gave you the answer. For the client it is very important to have definite answer, and all — he already knows that he should go to other bank or change the ideas of what credit amount he can expect. Because often clients incorrectly manage the expectations, it is reality too. And in this sense of change revolutionary. Process of a design in itself of the credit, from obtaining the request before issue, was significantly reduced that is good both for the client, and for bank. Implementation of the CRM system allows to optimize also an organization structure, to improve quality of work and network performance, to reduce number of inefficient offices".

On August 27, 2015 the representative of Uniastrum Bank announced Vedomosti need to move data on the Russian clients from a cloud of Salesforce.com - provider of the CRM system of bank. The reason of forced actions - the introduction since September 1, 2015 by amendments to the law "About Personal Data" according to which localization of personal data of clients in the territory of Russia is required.

For August 27, 2015 the bank in a status of transition to the platform using the Russian cloud, reported the source close to bank in media.

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