The Ural Bank for Reconstruction and Development implemented SAP BCM

On November 11, 2013 the SAP company and Ural Bank for Reconstruction and Development announced system implementation of SAP Business Communication Management (SAP BCM).

Project Tasks

UBRIR constantly aims at quality improvement of service of the clients and watches closely innovations, aiming to make use of the best practices of the bank industry in the work. Therefore UBRIR became one of the first banks in Russia which was engaged in implementation of full-function ERP- systems. As the key technology partner the management UBRIR selected SAP. Having begun with implementation SAP for Banking on the platform ERP- systems SAP R/3, today the bank uses a complex of solutions which enter SAP Customer Relationship Management (SAP CRM) SAP Business Communication Management (SAP BCM) SAP Business Warehouse (SAP BW), SAP Process Integration.

Project Results

Yury Mironov, the vice president UBRIR noted: "Thanks to the SAP platform we significantly accelerated process of customer service and considerably increased its efficiency. Using convenient tools the staff of our offices can easily select credit proposals, deposits and other services which with the maximum probability will interest the specific client. For last year retail credit portfolio UBRIR grew approximately by 55%. We could achieve such success, including, thanks to the SAP solution".

All calls in UBRIR are processed in uniform contact center of bank which automation is performed based on the SAP Business Communications Management software product (SAP BCM). The SAP BCM system works in UBRIR about a year. Its implementation allowed to expand opportunities for acceptance of addresses from clients. Now on average in day the directory center receives about 3 thousand calls, and capacities allow to increase volumes if such requirement arises. Thus now the bank services clients by the principle of "single window". In addition to phone call, UBRIR accepts addresses by the SMS, the fax, electronic and voice mail and also through the official site of bank.

SAP BCM is used also for outgoing calls. It is about automatic call-down of those clients to whom Ubrirgotov to make the proposal on products depending on individual requirements. Thanks to SAP performance increased by 25%, and now one employee of the bank had an opportunity to remotely offer services to more than 100 clients a day.

Dmitry Krasyukov, the deputy CEO of SAP CIS, emphasized: "Effective IT strategy focused on support of key problems of business development allowed bank to use most effectively the best practices offered in SAP solutions. The management of bank actively uses now our solutions for the organization of quick access to data, segmentations, carrying out analytics according to the customer base, circuit management of communications with clients. And at the expense of it they could reach significant quality improvement of customer service that in turn became one of factors of leadership UBRIR in the market of banking services".