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AT Consulting will implement a CRM system in Nordea Bank

May 28, 2012

AT Consulting announces the beginning of cooperation with OJSC "Nordea Bank". As part of this project, consultants from AT Consulting will roll out the Oracle Siebel CRM 8.1 system together with the customer. The single integrated platform will provide flexibility in customizing the system to meet the varying requirements of individual business units within the bank.

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At present, one of priorities of the bank is to increase quality of service for retail customers. Using Oracle Siebel CRM will help maintain high standards of customer service and maximize operational efficiency. An important prerequisite for transition to a modern Siebel platform was the introduction of a new decision-making system (scoring) and constructing the throughput for the process of loan applications approvals for all divisions of the bank.

"Today Nordea Bank already offers credit products which are very attractive in financial terms for the market. The Oracle Siebel CRM platform will more than double the speed of processing loan requests, and immediately cut delays, while reducing the costs relating to considering loan applications by 50%. We estimate that this will lead to an increase in sales volume by at least 25%. The project should recover its costs, in about two years, according to our estimates," Deputy Chairman of the Board of Nordea Bank Andrey Maltsev assured.

The completion date of the project will be the beginning of 2013. The first phase is to be completed in September 2012, the new application processes will be implemented for automobile and consumer loans based on the platform of Oracle Siebel CRM. In the second phase, contact center processes, as well as sales and service of bank cards will be moved onto the Siebel platform.

"An important feature of this project is the very close collaboration with the bank's IT department. Nordea Bank has acquired a great deal of expertise in the development and support of Oracle Siebel CRM, so work on the project is being conducted by a combined team of technical consultants from AT Consulting and the customer's IT service professionals. I believe that with this approach to the project, the preliminary results will be seen in a couple of months. Without a doubt, it will help in the servicing of retail customers, which, at the end of the day, are the ultimate consumers of banking services," says Head of Siebel CRM practice in AT Consulting Alexei Makeev.

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