Oschadbank

The CRM.UA Group supported Oschadbank, Ukraine’s largest state-owned bank, in building a unified customer service system that significantly improved its financial performance.

Proposed Solution: XRM® Banking® System
A comprehensive CRM solution for the banking industry, built on the Microsoft Dynamics 365 platform.

Client’s Operational Challenges:

1. Each branch operated its own core banking system.
2. Service quality in regional branches was significantly lower compared to major cities.
3. Overall customer satisfaction levels were low.
4.  There was no unified system for storing and managing customer data.

Client Benefits after Implementing XRM® Banking®

01
Implementation of the Soft-Collection module to automate remote borrower management procedures aimed at preventing overdue debt, as well as the Legal-Collection module for handling non-performing loans.

02
As part of credit procedure centralization, connectors were developed to financial portals of major automotive holdings, enabling the management of loan applications and monitoring of the auto lending process.

03
Automation of processing operations, including logistics and servicing of POS terminals and ATMs. An advanced analytics module was introduced, offering a wide range of reports on planned vs. actual performance indicators for executives at different levels.

04
Creation of a unified customer data warehouse consolidating information from various sources (applications or banking systems) to support multiple processes within a single interface.

05
A sales automation module for both corporate and retail banking products. The system provides automated marketing campaign generation, for example, to actively attract deposits from clients whose current placements are about to expire.

06
A deposit calculator — a bank website application integrated with the CRM system, allowing clients to obtain detailed information on deposit conditions based on specified parameters.

07
The Money Transfer Selection module — a system that, based on client-defined parameters, recommends the optimal method of executing money transfers worldwide, taking into account that the bank operates with 14 different transfer systems.

Customer reviews:

Anton Tyutyun, Deputy Chairman of the Board of Oschadbank

Because of cooperation with E-сonsulting we have built a powerful solution — Call Center XRM Banking, based on the Microsoft Dynamics CRM platform. It allowed us to automate the system of settlements with depositors of Ukrprom and Rodovid banks, who receive their deposits through our facility.

Integration with the call center has considerably simplified the work of operators who can now easily identify clients during incoming calls and offer them a differentiated service, depending on their priorities and active banking products.

I can confidently state that after XRM Banking installation, quality of our customer service has risen. Especially I want to mark professionalism and efficiency of E-consulting specialists, who could integrate and set up such complex solution in several weeks