Our projects: oCRM Salesforce Financial Services Cloud

oCRM is a Frontend platform for Branch, Contact Center and Remote Advisors to enable exceptional human assistance to potential and existing retail clients. As group oCRM we are implementing market leading solution Salesforce Financial Services Cloud which enables to build new capabilities and transform processes in sales (improvement of lead management, campaign management, opportunities management) as well for service (client requests and complaints, knowledge base).

Launched in 2023 with pilot users in Tatra banka and Raiffeisen Bank Romania, full roll-out on branches in Romania beginning of 2024, in Tatra banka in Q2 2024. Later rollout to call centers by end of 2024, expansion to further countries (Albania, Kosovo, Bosnia) planned in 2025. The team is working on the rollout of functionalities of Salesforce Financial Services Cloud.

Salesforce FSC which we are implementing as our operational CRM is covering following main 3 areas in human assisted channels: sales management, client service management, branch and call center employees productivity. 

Salesforce FSC is improving sales in our branches and call centres by enabling to follow up on leads coming from clients or prospects, communicate more effectively campaigns and automatically create sales opportunities to be followed up. Very powerful 360 view of customer provides to our branch and call centre employees deep customer knowledge and holistic visibility. On top of that with automation of tasks and action plans they don’t need to keep in mind when to contact customer again and what should be the next step. With our oCRM tool we will help our customers to reach their financial goals and treat them all as a unique valuable customer that we care about. 

Through Salesforce FSC RBI group aims to improve tracking and management of customer service requests and claims. With automatic creation of articles in the knowledge base teams in call centers could faster identify solution for client issues which will lead to higher customer satisfaction. Automated workflows help RBI to switch from manual processing of service requests to automatized self-service by our customers.

Strong reporting, queues management and automation capabilities of Salesforce  streamline our manual service processes and provide transparency. On top of that by using same platform for both branches and call centres RBI can improve overall customer experience in both channels and ignite stronger cooperation between both channels.  

With oCRM Salesforce app, the colleagues in branches and call centers can: 

• increase sales conversions by enhanced campaign, lead and opportunity management 
  
• improve customer experience by knowledgeable and relevant omnichannel human assistance 
• manage their workload efficiency and improve their experience by simplified user interface 
• provide excellent client service using voice and digital communication channels 

The oCRM team currently consists of 60 people as mixture of business colleagues, IT professionals from network banks, R-tech, RBI and external vendor. We work in agile setup with 2-week sprints, we have regular planning, demo etc. The team works in 2 big setups, a Discovery team working on the definition of future use cases and a Factory team implementing the actual capabilities in Salesforce.  

We want to build knowledge, skills and experience in Salesforce as a center of excellence with R-Tech, which will develop and deliver future Salesforce capabilities. 

With oCRM Salesforce app, the colleagues in branches and call centers can: 

• increase sales conversions by enhanced campaign, lead and opportunity management 
  
• improve customer experience by knowledgeable and relevant omnichannel human assistance 
• manage their workload efficiency and improve their experience by simplified user interface 
• provide excellent client service using voice and digital communication channels