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 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.
Dmytro Krasnoshlyk, Member of the Board of Platinum Bank shared the first results of the project: “Innovation and efficiency are two of the key values of our bank, that’s why we always strive to improve the quality of our services. Thus, accumulated data has allowed us to better segment our clients and determine the optimal set of activities for every group. Decreasing the number of communications has preserved the loyalty of our clients, who temporarily find themselves on a rocky road.”
“In our every project we aim at establishing a Siebel CRM competence centre within our clients, which will be capable of supporting and developing the CRM-system on its own. As a rule, it allows not only to cut down the client’s expenses, but also to increase the value of Oracle Siebel CRM for business. The project at Platinum Bank has again proved the efficiency of such approach. The bank’s team has executed a large and interesting portion of work on a very high level within stipulated deadline, which will be truly appreciated by both the bank’s management and clients,” - notes Pavlo Shchurenko, Consulting Director of Areon Consulting.