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Case IDBank

Implementation of a common CRM system for retail and corporate business

Results

  • 3x

    times faster answers to customer questions

  • 40%

    time savings on searching for additional information about customers

  • 100%

    automation of CC activities

  • Client
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    It is one of the Armenian banks and is a participant in the international credit programmes of the European Bank for Reconstruction and Development. It has 14 branches across Armenia
  • Requirements
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    • Lack of a common Client profile
    • Decreased growth of new customers and loss of loyalty from current customers.
  • Solution
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    • Implementation of a common CRM system for retail and corporate business
    • Availability of the most complete and up-to-date information about the Client within the system
    • Automation of Service and Marketing departments
    • Electronic signature
  • Challenges
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    • Completely remote project
    • Lack of detailed information on the specifics of the financial industry in Armenia (laws, legal acts, etc.)
    • Translation of the interface into 3 languages
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