Microsoft Dynamics CRM at Banca Transilvania - Case studies: Crescendo

20372

post-template-default,single,single-post,postid-20372,single-format-standard,qode-quick-links-1.0,ajax_fade,page_not_loaded,,qode-theme-ver-11.1,qode-theme-bridge,wpb-js-composer js-comp-ver-5.1.1,vc_responsive

Microsoft Dynamics CRM at Banca Transilvania

04 Nov Microsoft Dynamics CRM at Banca Transilvania

Posted at 07:09h in STUDII DE CAZ by Silvia 0 Comments

0 Likes

Banca Transilvania has increased by 30% telesales business productivity after implementing Dynamics CRM, integrated into the existing Call Center based on Siemens technology. Other benefits include reducing by 75% of activation time of the Internet Banking service, increased productivity by exclusion of manual activities, and ability to collect data and information about potential bank customers and generate leads for sales team, to the final benefit: the general increase in the level of satisfaction of bank customers.

Initial situation

The growth of Banca Transilvania, along with growing competition in local market challenged the bank to improve its customer satisfaction and retention. The Call Center needed to cope with increasing volume of multi-channel interactions with customers. Sales and Customer Care departments needed to optimize their internal processes and services so they could retain more clients.

The existing Banca Transilvania Call Center operated under certain constraints that made it difficult to meet these business needs. The Call Center did not permit the collection and/or tracking of customers’ information. Nor did it permit the creation of customer profiles, which can help analyze how customers buy products and use bank services. Creating profiles was especially critical for SME clients, who are targets for up-sell.

“Before the implementing Microsoft Dynamics CRM, Banca Transilvania did not have a system for keeping client histories. Call Center application allowed us only keeping the reason for calling thus why we had statistical reports on the number of calls and their singularity, but they delivered information on calls only, not clients,” Call Center department manager with BT Ionela Rox says.

Improvement of Customer Care was also needed through better management of applications / inquires / complaints. The telesales campaign needed to be able to use Call Center tools both to deploy its strategy and to measure campaign results. In addition, Internet banking services needed to automate subscriptions to avoid the long time-to-market delay caused by the large number of manual operations. Finally, the Customer Care Department needed a better way to manage complaints.

Solution

To meet the bank’s business needs, the bank management decided to integrate a Customer Relationship Management (CRM) solution into its existing 3rd party Call Center. After conducting a market study, a project management team chose Microsoft Dynamics CRM. The choice was based on native integration with Call Center Siemens solution (Siemens solution has already created its connectors for integration with Microsoft Dynamics CRM, resulting in zero integration costs and a single interface in CRM with the Call Center functions integrated).The familiar interface Microsoft Dynamics CRM was also important, which is similar to other Microsoft products and has been considered an important element in reducing training costs and rapid adoption by users.

Due to importance of the project, the bank asked Microsoft Consulting Services team to support the implementation. This, together with consultants from CRESCENDO Company, as a Microsoft partner, started the project with an analysis phase. Thus, an evaluation of business needs and modeling of required flows were carried out first.

Though the Retail Banking division served as the business owner for the project, the company’s Chief Operations Officer (COO) and IT manager were also involved in the deployment process. For help with this business critical project, bank management hired a local Microsoft consulting services team. Working with consultants from Crescendo (a Microsoft Dynamics local partner and Microsoft Gold Certified Partner), the consulting team evaluated the bank’s business needs and modeled its CRM business processes. The project started in May 2007 and the Microsoft Dynamics CRM solution was operational in January 2008. The solution covered all retail activities, and it was implemented not only in the Call Center, but also in the home office and all branches of the Retail division. Training was kept onsite and staged according to users’ profiles.

“Our users adopted the Microsoft Dynamics CRM solution very quick, because it brings a visible improvement in activity, especially because manual tasks are now automated and access to information is much faster. In addition, they had quick access to information that needed many applications to be searched before. My colleagues discovered many benefits using the application,” Call Center Department and Project Manager Ionela Ros says.

Benefits

With the adoption of Microsoft Dynamics CRM, Banca Transilvania met its business needs, became more customer-centric, and significantly improved Call Center efficiency. Information from multiple applications is centralized in CRM and provides an overview of the interaction with the client. CRM offers full history of customer relationship and facilities complaints management. Predefined and customizable reports are available for both Call Center and Back Office management.

“I believe that we are just beginning. We started the CRM project relatively small and fast, because we wanted to make rapid improvements in Call Centre operations, and now we are keen to bring these new functionalities to Sales and Customer Services.” Ionela Ros says.

Adopting Microsoft Dynamics CRM yielded other benefits as well:

A 30 percent decrease in the average time to complete a Call Center task due to automated workflows and operations
Better and faster response to customer demands
Automate creation of activity reports on clients, products, branches or other types of users
The ability to manage and monitor the activity of every telesales operator and support of internal bonus programs as incentives for operators
A rise in telesales productivity due to task automation and built-in forms and reports
Increase in overall productivity due to the elimination of manual tasks. For example, contracts are generated automatically and forms are printed directly from Microsoft Dynamics CRM.
Achievement of a five-minute timeframe for selecting a sales target and initiating a promotional campaign
A 75 percent decrease in the time-to-market of Internet banking subscriptions
Better management of complaints and the ability to monitor complaint resolution at all stages
The ability to collect information on prospects and generate leads for sales teams
The ability to generate automated reports that are customized for clients, products, branches, operators, and others. Before the adoption of Microsoft Dynamics CRM, reports had to be generated by the IT Department.
The ability to create role-based dynamic Microsoft® Office Excel® reports for managers, which automatically update when the Excel file is opened by managers.
Provide greater accuracy and faster support to customers, who now have access to the same knowledge base (for business processes, general information, FAQs, and so on)

Company

Banca Transilvania, the core of Financial Group Banca Transilvania, is a Romanian bank with more than 500 branches and 6,300 employees. With a market share of around 5.5%, with 1.25 million customers, Banca Transilvania ranks among the top five Romanian banks. It became the first Romanian financial institution to be listed on the Bucharest Stock Exchange in 1997.

Banca Transilvania comprises four business divisions: Retail Banking, Small and Medium Enterprises (SMEs), Medical, and Corporate. The Call Center, part of the Retail division, is responsible for key customer-facing operations. It routes customer calls and e-mail messages through a 3rd party Call Center according to customer priority and operator experience. It provides information and support for all products (accounts, cards, Internet Banking, and so on), SME and Corporate products. In addition, it supports retail partners who have Point of Sales (POS) installed in retail locations. The Call Center also implements telesales and collections campaigns. Currently, the Banca Transilvania Call Center has 27 operators available 24 hours a day, and it handles an average of 30-35,000 calls per month.

Read the article on Microsoft website at, AICI

Tags:

Aplicatii de Business, Banca Transilvania

No Comments

Testimoniale

Ionel Dinu

Director, Valoris Center

Am optat pentru Cisco IP Contact Center integrat cu Microsoft CRM, aplicatie care la randul ei este integrata cu Microsoft Excange si toate lucreaza pe Active Directory, ceea ce era mai mult decat speram sa gasesc. In alegerea Casei de Solutii CRESCENDO ca partener pentru implementarea proiectu(...)

Axel Hummel

President, Libra Bank

Decizia de implementare a acestei infrastructuri este in concordanta cu strategia de diversificare a serviciilor si produselor Libra Bank si asigura suportul tehnic necesar pentru functionarea optima a unei retele teritoriale extinse, asa cum isi propune Libra Bank sa aiba. Clientii Libra Bank (...)

Adrian Dragan

IT Manager, Elite Romania

Ca sa ai un control complet asupra productiei, a costurilor de fabricatie, a eficientei desfacerii, trebuie sa cunosti, zi de zi si ceas de ceas, tot ceea ce se intampla in firma. Toate informatiile despre intrari, iesiri, cumparari, vanzari etc. trebuie sa le strangi ca intr-un cos, din care s(...)

Calin Ardelean

IS Manager ABB Romania

Pe masura ce nevoile de comunicatii ale ABB Romania au crescut semnificativ, investitia intr-o solutie care sa asigure un flux de informatii continuu intre sediul central si celelalte locatii a devenit obligatorie. Solutia aleasa ne-a oferit beneficii imporante: productivitate sporita, costuri (...)

Ionela Ros

Aplicatia a fost primita foarte bine de utilizatori deoarece activitatea lor a fost imbunatatita odata cu aceasta: activitati efectuate pana atunci manual au fost inlocuite de taskuri automate din CRM, in plus au avut acces rapid la informatii pentru care alta data era necesara cautarea in mai (...)

Alex Manoilescu

Implementation Manager, Valoris Center

CRESCENDO a fost capabila sa ofere o solutie solida, care a satisfacut totodata cerinta pentru o solutie flexibila, usor de gestionat si scalabila. Unul dintre cele mai importante avantaje pentru care am ales CRESCENDO a fost abilitatea sa de a livra intreaga solutie si de a acoperi intregul do(...)

Nicolae Ciurea

Chief Executive Officer, Humanitas Group

Tinta noastra a fost implementarea unei solutii performante, care sa se constituie intr-un real ajutor in activitatea de zi cu zi a managerilor nostri. Calitatile produsului software propus de CRESCENDO, precum si profesionalismul de care a dat dovada echipa implicata in acest proiect ne face s(...)

Diana Dutescu

Administrator, IMDIA Targoviste

Pentru a fi intr-adevar competitivi pe aceasta piata, aveam nevoie de toate uneltele disponibile cu care sa putem obtine in timp real informatiile privind activitatea desfasurata si care sa ne permita cuantificarea si optimizarea productivitatii, obtinerea unor costuri de productie reale, cat s(...)

Aurelian Lungu

IT Manager Impact

Aveam nevoie de o solutie care sa eficientizeze lucrul in echipa, o solutie de comunicatii care sa faciliteze audio si video conferintele. Dupa implementarea realizata de echipa CRESCENDO, am obtinut o reducere de 50% a costurilor de calatorie si de comunicare si am unificat comunicatiile.

Doru Badiu

IT Manager, Tuborg Romania

Nu s-a dorit sa se implementeze cea mai buna aplicatie de vanzare sau de analiza de marketing sau cea mai buna aplicatie de contabilitate, ci aplicatia care realiza o buna integrare a functiunilor din intreprindere. Un alt criteriu a fost posibilitatea sistemului de a lucra in timp real si de a(...)

Ilinca Rosetti

Executive Director, Banking Services Department, ProCredit Bank's

ProCredit Bank avea nevoie de o infrastructura sigura si viabila, de o solutie de Contact Center pentru gestiunea apelurilor, integrata cu o aplicatie software care sa asigure managementul relatiilor cu clientii. Casa de Solutii CRESCENDO a fost cea care ne-a oferit o solutie performanta si fle(...)

Daniel Oana

CIO Volksbank

Implementarea in cateva sedii a solutiei Cisco IP Telephony a reprezentat inceputul rezolvarii, cu succes, a problemei costurilor de telefonie ale bancii. Pentru aceste sedii, mutarea catre telefonia IP a permis o reducere cu aproximativ 40% a costurilor opertionale aferente comunicatiilor. Pen(...)

Narcis Mircea

IT Manager, Generali Romania

Generali Romania a decis sa modifice solutia de e-mail IBM Lotus cu versiunea standard Microsoft License 2007 pentru a simplifica administrarea si utilizarea, dar si sa reduca costurile administrative. Ofertele primite au aratat ca la discount-uri similare, costurile de licentiere si implementa(...)

Askar Zhakenov

Group IT Director, Rompetrol

Existenta unui mediu IT eterogen genera dificultati si costuri mari de administare. Practic, in lipsa unui management centralizat, intretinerea implica numeroase deplasari in centrele de date si interventii manuale pe o infrastructura al carei inventar corect era dificil de realizat. Mai mult,(...)

Ionut Savu

IT Manager Agricover

Am analizat piata si ofertele mai multor jucatori, iar Azure ne-a convins cel mai mult. Decizia a fost argumentata de investitiile facute de Microsoft in cloud si de utilizarea in companie a numeroase alte produse Microsoft. A contat insa, la fel de mult, si oferta foarte competitiva facuta de (...)

Laura Afrasine

General Manager, MediHelp

Intreruperile in functionare, atat pentru email cat şi pentru CRM, ne-au determinat sa mutam serverele la un furnizor extern, insa ne-am lovit de probleme cu securitatea, iar furnizorul nu ne-a putut oferi suportul necesar. Este foarte dificil cand nu ai competente tehnice sa intelegi situatia (...)

Johnson Jacob

IT Director, American International School of Bucharest

Am avut o relatie pozitiva si solida cu Crescendo de-a lungul timpului. Am apreciat intotdeauna disponibilitatea lor de a ne sprijini prin profesionalism si expertiza. Solutia de retea initiala a fost implementata in 2004 de Crescendo, iar revenirea la ei, dupa 10 ani, pentru implementarea unei(...)

Nicoleta Dradiciu

Client Operations Manager, Aegon Life Insurance

Ne-am orientat catre Dynamics CRM pe considerente legate de calitatea solutiei si de existenta unei alternative la nivel de suport, constand intr-un canal extins de parteneri cu resurse disponibile, atat la nivel tehnic, cat si de business. De asemenea, am verificat o referinta relevanta, un pr(...)

Marius Dumitrescu

IT Manager, Centrofarm

Ne trebuia un instrument familiar utilizatorilor, iar solutia Microsoft s-a potrivit acestor cerinte – cerintele noastre. Cand rapoartele si filtrarea datelor se fac intr-un program ca Excel 2013 este clar ca utilizarea va fi facila. Complementar am apreciat si PowerView care permite vizualizar(...)