OREANDA-NEWS. May 03, 2012. BPS-Sberbank launched into industrial operations the customer relationship management system based on Oracle Siebel CRM platform, developed by Areon Consulting Ltd., reported the press-centre of BPS-Sberbank.    

To implement the strategy of steady and dynamic development, BPS-Sberbank decided to transfer to a qualitatively new level of automation allowing to improve considerably the speed and quality of banking processes.

"The decision on introduction of comprehensive CRM system was determined by aspiration of BPS-Sberbank to strengthen its positions in the financial market and gain competitive advantages against other market players. In this case, choice of Oracle Siebel CRM was completely justified since this solution incorporates best world banking practices and has wide functionality. This is why this solution became a standard in Sberbank of Russia financial group and is more and more often applied in post-Soviet countries, said Vasili Matyushevski, Chairman of the Board of BPS-Sberbank.

BPS-Sberbank’s management set the objective presupposing comprehensive approach to project implementation, creation of the uniform system for corporate and retail businesses of the Bank. The solution of choice makes CRM technology implementation project of BPS-Sberbank a benchmark for the market of the Republic of Belarus. On its first stage, the project allowed to increase the potential customer base of the Bank. Business units got the possibility to assess customers in more detail, therefore, to improve speed and quality of customer service.

In the course of the project, the complex uniform customer profile was created that comprises information from different banking systems (general information about the customer, account products, contact data, relations etc.), processes of creation and editing customer accounts were automated, access established to the complete history of relationship. All customer activities are regulated and unified in the system.

Also in the course of the project there was developed detailed data search with regard to the rights of login access to a retail or corporate customer profile. The process of search and elimination of redundant accounts was introduced both in the automated mode and upon agreement with the responsible manager.

Besides, the processes of potential transaction management in corporate business were automated, which allowed to implement the mechanism of planning and make the work of customer managers more transparent and efficient. The procedure of temporary and permanent assignment of managers to the Bank's customers was introduced.

“Timely and successful implementation of such project is possible only if all its participants are focused on achievement of the result. Due to clear organization of business process from the side of BPS-Sberbank, our joint effort allowed to implement such large-scaled project by a tight deadline”, told Sergey Magluy, Director General of Areon Consulting. “We avoided redundancy of functions in automation of corporate and retail processes and were able to use functionality of Oracle Siebel CRM as effectively as possible. In the result of project implementation, BPS-Sberbank got an effective tool for business and comprehensive servicing of its customers”.

In the near future, BPS-Sberbank plans to introduce the uniform product configuration utility that will facilitate the process of creation and sale of complex banking products and service packages and will allow to select them based on actual customer needs. Besides, in 2012 the Bank plans to customize customer service processes by various communication channels, improve planning mechanism, tighten control over fulfillment of scheduled performance of managers, and carry out many other activities.