Breakthrough in the provision of banking services
The project to create a Corporate Data Warehouse (QCD), the implementation of the Customer Relationship Management (CRM) system and the Credit Conveyor for JSCB "InFinBank" have been completed.
2018 - Year of support of active entrepreneurship, innovative ideas and technologies
27.02.2018, Uzbekistan, Tashkent
Today in the head office of JSCB «InFinBank» for the representatives of the shareholders of the Bank, represented by: Farhod Mamadjanov and Aziz Ahmadjanov, as well as for representatives of the Bank Council, represented by: Maksud Abdusamatov, Valikhan Sabirov, and Gulnara Khisamiyeva, a final presentation was made on the completion of the project on creation of the Corporate Data Warehouse (QCD), the implementation of the Customer Relationship Management (CRM) system and the Credit Line for the JSCB "InFinBank". This is the first project of this scale of automation in the banking sector of the Republic of Uzbekistan.
To implement the projects of QCD and CRM, the software of the world manufacturer - SAP SE (Germany), the leader in the development of automated enterprise management systems and analysis tools in real time mode was selected. To date, SAP customers are more than 378.0 thousand companies in 180 countries in 29 different areas of activity. In the banking sector, 21 of the world's 30 largest banks use SAP products, including HSBC (UK), Bank of America (USA), Commerzbank AG (Germany), Deutsche Bank (Germany), LBBW Landesbank Baden-Württemberg (Germany) and Commonwealth Bank (Australia).
In turn, the Credit Line project is implemented on the platform of the world leader among the suppliers of business process management solutions (Pegasystems, USA). Products Pegasystems are aimed at building solutions for the intelligent management of business processes of the enterprise and their flexible adaptation to changing market requirements. Pegasystems clients include the largest banks around the world, such as HSBC (UK), JPMorgan Chase & Co (USA), Royal Bank of Scotland (Scotland), Deutsche Bank (Germany), Bank of New York (USA) and Mellon Lloyds Banking Group (UK)
The solutions that automated the bank's business processes were implemented in cooperation with SAPRUN Group (Russian Federation).
The new CRM system allowed not only to unite more than 600,000 clients of all divisions of the bank in a single system, but also significantly speed up the process of servicing - now the client provides a package of documents only once, registering in one of the divisions. At subsequent activities in other offices of the bank, it is sufficient for the client to provide a document identifying the individual, the remaining documents are stored in the electronic archive of the bank.
In just 3 months of operation of the Contact Center created on the basis of CRM, working with legal entities and individuals, operators took about 60,000 information requests. The process of customer service has become as transparent as possible through automatic identification and orderly work with requests: the accumulation of information on the history of calls allows you to analyze the customer's need and is targeted to offer him a banking product, agreeing on a visit to the office.
In accordance with the plans of JSCB "InFinBank" to increase its credit capacity, one of the key processes is automated: the processing of loan applications: from initiation, structuring and financial analysis, to formation of conclusion and signing of the contract. The credit conveyor for legal entities and individuals based on Pegasystems software (USA) excludes the influence of the "human factor" on decision-making: every action of a bank employee is reflected in the system, there is no risk of fraudulent scoring, and a loan to a client that does not meet the minimum requirements , is not allowed by the system itself. The bank's credit line is integrated with external sources - NCI ABS, QCD, Pledge Registry, Credit Bureau (ASOCI), NIBDD (legal entities register), which allows to speed up the credit check of the borrower by parallel sending requests in one click. Simultaneously, the clients of the bank were able to track the consideration of their application at all stages - as the application progresses, the client receives notifications about its status on the mobile phone and e-mail.
It should be noted that the project was aimed at the implementation of the State Program "Strategy of Action for the five priority development directions of the Republic of Uzbekistan in 2017-2021" in the field of economic development and support of active entrepreneurship and allowed to significantly increase the availability of bank products for the population, regions of the Republic. Thus, the automation of the processing of loan applications has not only increased the transparency of lending and customer service processes, but also prevented cases of abuse and corruption.
"In a new reality, we need to work for our clients," says Bobur Burkhanov, Head of the Credit Operations and Investment Management Department of the Bank. "We have done a great job of implementing the Credit Line, which has enabled us to create a system of differentiated rates for the regions, issuing loans to the public ".
Information from more than 220 sources - systems and units of the InfinBank, including CRM and the Credit Conveyor, now enters the Corporate Data Warehouse. This "single place of truth" allows the management of the bank to exercise constant control over critical deviations of business, make timely management decisions, and formulate consolidated analytical reporting in all areas of the bank's activities. An exceptional feature of the system is the lack of the possibility of any manual correction of the original data, which prevents the distortion of factual information and acts as a guarantee of its reliability.
The project took 10 months, which is a good indicator given the number of difficulties that were overcome during the implementation: changes in the organizational structure of the bank, which required new business processes, and a radical change in the approach to work in several divisions of the bank, and distributed communications from - geographical distance of the project team members. Designed and implemented in the first stage of the system is a combined solution based on the world's software producers SAP (Germany) and Pegasystems (USA).
Ahead of the second phase of the project: in partnership with the SAPRUN Group, the company will have to automate a number of operational processes, as well as budgeting and pricing. In 2018, it is planned to introduce a mobile system into the IT landscape of the bank and develop a mobile application for the bank's customers.
