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Analytical Customer Service System CRM::eCSpert |
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The system is designed for managing the unified customer database of the bank (a potential customer may be registered in the CRM at the stage when they are just being attracted), for organizing a system for controlling managers' work with customers, and for automating the process of managing standard procedures of attracting customers and providing them with services. The system also allows for a thorough analysis of data on the customer service performance of the bank.
Main functions of the system:
- Creating a unified customer database of the bank (both legal persons and natural individuals);
- Storing the history of the bank - customer cooperation;
- Storing information on interconnection between customers and their contacts;
- Managing and monitoring the work of the customer service of the bank;
- Segmenting customer database into parts;
- Automating the process of managing standard procedures of attracting customers and providing them with services, and procedures of direct sales of bank products to customers of a particular segment of the customer database;
- Analyzing the dynamics of the bank's profit from cooperation with a particular customer, dynamics of the turnover and average balance in the customer's accounts;
- Analyzing the cash flow in the customer's accounts, and the customers' and their counteragents' settlements;
- Automated collecting and storing information about correspondent banks and customers' counteragents;
- Creating analytical algorithms for users, new reporting forms with the help of in-built model kit, exporting and printing out data.
CRM::eCSpert allows to organize effective management of the customer service of the bank, providing top managers with an opportunity to tightly control middle and lower managers' work, and to analyze their performance.
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