Bank World of Privileges automated a contact center using BPMSoft

2024: Implementation of BPMSoft

The World of Privileges Bank has automated the operation of a contact center in a CRM system based on the low-code BPMSoft platform from BPMSoft. The implementation project was implemented by experts of the system integrator PRO.BPM-Consult and became part of a large-scale program of digital transformation of the bank. BPMSoft announced this on October 3, 2024.

With the growing number of customers, the bank faced the need to improve service and optimize business processes. Previously, the work of the contact center was carried out in manual mode, which led to delays in the processing of client requests. The main task that faced the business was to increase the throughput of incoming calls, which would make it possible to more evenly distribute the flow of calls and improve the availability of the service for customers.

After a detailed analysis of the solutions available on the market, the choice was made in favor of the low-code BPMSoft platform. An important role was played by the developed partner network and the vendor's focus on creating internal competencies in the bank. To implement the project, the BPMSoft Finance industry boxed solution was used, which provides a complete set of tools for sales management, automation of customer service and improving the efficiency of the loan portfolio.

With the introduction of BPMSoft, the bank has achieved significant improvements in the work of the contact center. Now all client data is aggregated in a single system, and duplication of information is excluded. The platform allows you to enrich the client profile with data on all interactions with the bank, which reduces the reaction time of the contact center to client actions by up to several minutes.

Additionally, automation had a positive effect on the work of contact center employees. This contributed to lower personnel turnover and increased job satisfaction. Operators can now achieve their KPIs more easily thanks to the ease of working with the system.

With the support of the integrator and vendor, the bank created a competence center, which allows you to maintain and develop the system through internal employees. In October 2024, the transition to updated integration based on the low-code connector is being implemented, which will allow the bank to independently adapt the system to its business processes.

The automation of the contact center using the BPMSoft platform has allowed us to significantly improve the speed and quality of customer service, which is especially important in the context of a growing number of users and more complex requests. We see a real result in reducing reaction time and increasing the satisfaction of both customers and employees. The creation of a competence center within the bank also provides us with independence and flexibility in further work with the system, said Evgeny Markin, Deputy Chairman of the Board of the World of Privileges Bank.

Our BPMSoft solution was not chosen by chance - we strive to provide banks with tools to quickly adapt and improve processes without complex technical improvements. The introduction of the World of Privileges in the bank demonstrated how the low-code platform can significantly speed up the response to customer requests and simplify the operation of the contact center, noted Yuri Vostrikov, CEO of BPMSoft.