Bank Renaissance Capital began its activity on the Ukrainian market in mid-2006 in the consumer finance sector and soon became one of its leading players. Bank Renaissance Capital belongs to the Renaissance Group, an international group of investment firms that specialize in financing, investments and asset management. One of the keys to a bank’s success is a strong and professional team of top managers in charge of the various lines of business. They need guaranteed message delivery from one system to another and communication speed, ensured integration of in-house BWM (front office system) solution with CRM system. We created unique DataWay Connector for CRM and 1C Integration. How did we it for Call Center? Let’s consider this successful case.
Company Size: 5000 employees
Country or Region: about 900 points of sales all over Ukraine
Head Office: Kyiv, Ukraine
Bank Renaissance Credit is one of the leaders in the Ukrainian consumer lending market. Renaissance Credit provides services to the individual customers offering the following products: unsecured cash loans, credit cards and sales finance. Today the Bank’s network includes about 900 points of sales all over Ukraine covering the cities with population starting from 10,000. Renaissance Credit is a partner of more than 3,500 enterprises and 2,500 stores. The Bank is a member of FUIB banking group. Renaissance Credit is the winner of “Choice of the year 2013” in nomination Best cash loan, the best consumer finance Bank according to V all-Ukrainian competition «Bank of 2013” held by The Banker magazine, the Best retail bank and One of the TOP-20 banks of the country according to Ukrainian Banker Awards 2013 held by the business periodical Investgazeta, the only Effie 2013 prize winner for the most productive advertising campaigns.
Project Dates Attended:
Product and Services:
- Microsoft Dynamics CRM 2011
- 1С 8.2
The main criteria for enterprise service bus selection for us, from the technical point of view, were guaranteed message delivery from one system to another and communication speed. DataWay connector ensured integration of our in-house BWM (front office system) solution with CRM system. As a result, our Call center has access to the relevant customer contact information while the marketing department can segment the customer database, prepare and distribute relevant marketing offers. We continue working on the integration of enterprise service bus with other bank business systems – ERP, B2 and intranet portalSergiy Yeshchenko
Renaissance Capital is a leading emerging markets investment bank with operations in Russia, the CIS, Central and Eastern Europe, Central Asia and Africa. Renaissance Capital provides the full range of investment banking products and services, including equity and debt sales and trading, corporate advisory, capital raising, research, structured solutions and derivatives. The Firm’s clients include corporations, governments, institutional investors and individuals. Renaissance Capital’s unique strength is in combining hard-won and detailed local market knowledge with the very highest standards of operational and regulatory efficiency and integrity – applying international banking practices to the world’s financial frontiers. The EBRD does not require any specific environmental procedures for the consumer lending as it considers there to be limited associated environmental, health, safety and social risks, if any.
Bank Renaissance Capital and its lending activities shall comply with Ukrainian national environmental, health, safety and labour regulations and standards as well as with the Core Labour Conventions of the International Labour Organisation related to child and forced labour and discrimination at work.
Objective: need guaranteed message delivery from one system to another and communication speed, ensured integration of in-house BWM (front office system) solution with CRM system
Created DataWay is a simple and effective highly flexible, scaleable and reliable out-of-the-box ESB solution for automated integration of Microsoft Dynamics CRM with 1C/ERP systems.
Renaissance Capital Bank gained the ability:
- to integrate any directories and documents 1C with CRM;
- to customize the rules of integration independently without reference to the supplier company;
- to have the stability of the connector and notifications in case of errors;
- to transfer settings from one environment to another;
- to get the regular updates and functional extensions;
- to maintain product and client CRM database, make orders in CRM and keep accounting records in 1C.
This interaction allows doing away with double data entry, improves control over data integrity and data access, and increases work productivity of staff liaising with clients and producing accounting and other documents.
2. Call-center connector
MS CRM 2011 can be easily integrated with an IP telephony system using connectors supplied with telephone exchanges. Also, it can be easily integrated with in-house BWM (front office system).
These connectors perform the same function. When a customer calls, the Microsoft Dynamics CRM client card is displayed on the operator’s screen with detailed information about the customer and all previous interactions with the customer. To make an outgoing call, the operator only needs to press one button in Microsoft Dynamics CRM, and the call goes immediately through the telephone exchange. Call center integration thus allows users to benefit from all the system’s facilities, to call directly from MS CRM interface, and to save the whole call history on the client card in the system.
3. Microsoft CRM Marketing
By providing a better understanding of clients’ needs and actions, Microsoft CRM Marketing offers new decision-making opportunities. Microsoft CRM Marketing can be used in any marketing departments as a tool to analyze, among others, customer base segmenting. This type of analysis usually results in more flexible pricing, a better understanding of the demand for existing products, as well as in the introduction of new products meeting customer needs.
4. Microsoft Dynamics CRM Sales
This UDS Solutions for Microsoft CRM makes it possible for Renaissance Capital Bank sales team to quickly find the necessary information on customers and transactions. Using CRM Sales, a head of sales department can plan and supervise the work of managers, forecast sales and obtain reports on current transactions.
The exchange of customer information in real time. Synchronization overhead and data from 1C in Microsoft Dynamics CRM on the price list, catalog of products, as well as data classification products, geography territories
Automatic generation of account 1C-based accounts and orders generated in Microsoft Dynamics CRM
As to the merits of the decision should include mobility. Because Microsoft Dynamics CRM provides users with several types of interfaces, including mobile devices, mobile users can perform their tasks in the accounting system on Windows, via handheld devices including PDAs and smartphones