Platinum Bank Realized New Concept of Client Interaction with Areon Consulting
Platinum Bank, in association with Areon Consulting, has successfully completed the implementation of a new, client-oriented concept of dealing with troubled debt, which provides the possibility to efficiently manage interaction processes, optimize outgoing communication and decrease information load on the client. Prompt introduction of the new strategy was ensured by Oracle Siebel CRM, on the basis of which all processes of work with clients are automated at Platinum Bank. Application of CRM-system to the Collection processes has initially created a possibility not only to take into account the prevailing conditions in the work with a debtor, but also a full history of interaction with the client during the previous periods.
An important aspect became the re-orientation of activities from agreements to the client. Traditionally, in debt collector systems all communication with debtors is linked to the loan money disbursed to the Client by the Bank for a certain period and on terms as specified in the agreement. Loan agreements, not actual people. In such a case even an insignificant delay in the repayment from the client, who has several agreements, can lead to the unreasonably big number of contacts with him/her. Using Oracle Siebel CRM lets Platinum Bank solve the issues along all active agreements of the client with one message thus avoiding the excessive activity aimed at the debtor.