RSHB – Life Insurance

Tasks

• The implementation of the 360 client profile is due to the creation of a repository of information about the client in a single system.
• Combining all communications with clients in one system: telephone communications of full-time employees and outsourcing CC; communication in messengers; electronic and classical mail; internal portals and EDO.
• Setting up unified and transparent customer processes for end-to-end analytics and budget planning.
• Creation of a single internal database of clients: applications, documents and activities with them.
• Simplification of the procedure for processing customer calls and obtaining data on their applications and contracts.
• Automation of interaction with external resources used.

Implemented solution on the AMBER platform

1. A client card has been set up that combines information about the client through integration with internal and external systems from: 1C accounting system for clients, contracts, risks, losses, payment schedules and other objects; an internal portal; an electronic archive based on DocsVision.
2. Analytical reports and dashboards for processing applications, loading operators, incoming calls, processing outgoing projects and others have been implemented.
3. The processes of interaction with the client are unified by combining the following channels of interaction in a single window:
   • Internal PBX based on CISCO technologies;
   • The PBX of the outsourcing CC;
   • Microsoft Exchange-based mail server;
   • Messengers: Telegram, Viber, WhatsApp;
   • Social network: Vkontakte;
   • Stream Telecom SMS Gateway.
4. Business processes are configured:
   • Processing requests from clients and government agencies;
   • Automatic distribution of incoming requests between responsible departments and employees;
   • SLA compliance controls have been established;
   • Control and prolongation of contracts;
   • The formation of marketing newsletters and calls.
5. A deduplication mechanism has been set up for clients imported into CRM as a result of data synchronization with external systems, for example, 1C.
6. A role model of rights and authorities has been set up, user training has been conducted, and role instructions have been developed.

Result

• The complexity has been reduced and the speed of processing customer requests has been increased by accessing data from a single system.
• SLA indicators for processing requests have been improved by automatically generating and assigning customer requests, as well as monitoring their execution.
• Improved transparency of the work of employees due to the presence of built-in analytics.