Sberbank: sales CRM for a call center
Systems for selling banking products by phone: predictive dialing, blended mode, appointment scheduling and deal tracking.
Challenge
Build a full-cycle sales system for the bank's customer base: scheduling appointments, tracking deal closure, and following up with customers to evaluate branch performance and find out why they declined. In addition, consulting on branch operations and handling the bank's pre-approved offers. Every stage of the business process is recorded, with reports generated for each iteration.
Goals
- Reduce costs
- Automate business processes
- Collect and analyze statistics
- Monitor project KPIs
- Increase customer loyalty
Solution
We built several interconnected systems from scratch:
- Sales agent workstation: shortens time to sale and eliminates errors in documents; agent metrics are captured for automated reporting
- Consultant workstation: quickly find the right bank employee to transfer a call to
- Automatic staff alerts if there have been no calls within an hour
- Sale of bank products, with products configured individually for each agent
- Predictive dialing that increased agent efficiency
- Blended mode: inbound and outbound calls without changing status in the system
- Reporting for each product separately or for all at once
- Repeat dialing of contacts that received a specific status during the main sales campaign
Results
The systems gave full control over the project, including reporting to the client's international standards, and improved key metrics — above all, the number of sales.
MetLife: sales and document management
Two interconnected systems for an international insurance holding: sales with payment right during the call, plus document printing and delivery. Sales grew by 8% in six months.
Lamoda CRM
CRM for handling complaints, returns and non-standard requests from customers of one of the largest fashion marketplaces.
Telecontact: contact-center CRM platform
A platform for agents of an outsourced call center: calling scripts, Predictive mode, reporting. More than 1000 projects for banks, retail and car manufacturers have been delivered on it.