BUSINESS CASE (OSCHADBANK)
Background on the organization
The state savings bank of Ukraine (Oschadbank) boasts as being one of the largest financial institutions in Ukraine, thus having about 6000 branch offices since its establishment in 1991. The company has been able to employ about quarter of all banking personnel in the whole country, which intern has propelled them into becoming one of the key players in the banking services market for both small, medium and even individual businesses. Oschadbank is uniquely the only Ukrainian bank that fully covers monetary funds and other valuables as the state guarantee through the law.
In 2011, as part of their annual assignment of organizing payments to the public, they had to come up with a procedure that would work with hundreds of thousands of depositors. The procedure of organizing, initiating the operational activities had to be carried out in only 7 days.They also were supposed to be prepared to process inquiries from over 100 and even thousands of investors and also ensure that all payments made were working in accord to a set and clear strategy, without having delayed queues and the disordered conditions that comes with such activities.
They had to develop a system capable of providing the size required to process client’s cell phone inquiries, and offer vital info assistance all via the website, keep a record of their working time, regulate the given operational calendars for the workplaces all over the state and consequently manage the payment queues.
Business implication of the problems
The critical goals for the IT department involved matters regarding centralism and refining the productivity the various business procedures, which are all mostly targeted at improving and developing the value of services offered to consumers, thus build a call centre for working with customers and for supporting payments made through the savings bank of Ukraine.
The other implication is that with the system a depositor support line would be created, with a capacity of up to 200 simultaneous sessions. It would also have a customizable IVR menu with day and night mode included. It would include a total recording of telephone conversations.
The various areas affected when referring to this system included the updating and storage of data both the Ukrprom and Rodovid bank clients in a single integrated database. It would also prepare an analysis and reporting on banking process and the work of operators.
Approach and software used to resolve issues
In order for the new approach to work they had to come up with the call centre XRM Banking solution for Oschadbank based on the Microsoft dynamics that is a customer communication channel that attracts, retain and retain and service with minimal time and effort for both parties. This will be achieved through two major components, they include:
- Contact centre that takes over the performance of the business process to serve the depositors (by using customized voice menu, calls and mailings) with full control over the operator’s activities.
- The other is analysis system that stores customer data and history of relations with each depositor.
They also came up with the CMR system that enabled contact centre employees to receive incoming and make outgoing calls while also viewing depositors information at the time of the call, not giving regard to whether this call was taken or not.
Other software’s include:
1. Windows server 20008R2
2. Microsoft exchange connector
3. Telephone system connector
Benefits of the approach
With the implementation of the payment projects, Oschadbank acquired a multipurpose tool which enabled them work with the huge database of client sections and make good use of the installed networking resources to aid in subsequent and consistent or reliable consumer service. They also have developed a customer interaction procedure that ensures that multichannel capacity is provided by the system. This ability has enabled and encouraged investors acquire appointments appropriately with office section branches via provision line operatives, and through the banks website as well, SMS and telephone automated recorder.
This will also help the bank to not only reduce its operating costs, but it will also increase the capacity of its contact centre. An additional advantage of using CRM is the integrated regulation of the whole procedure, including the preparation of forecasts, which allows the allocation of resources to meet the deadlines.
