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How We Helped Slovenská sporiteľna Streamline Work with Clients from Various Segments

Slovenská sporiteľňa, a. s.

How We Helped Slovenská sporiteľna Streamline Work with Clients from Various Segments

Applied solutions
CRM Solutions

Introduction of the Customer

Slovenská sporiteľňa, as a bank with the longest history in the Slovak republic, has been operating in our country since the 19th century. With 2,4 million clients, it is the biggest commercial bank in Slovakia. It provides wide range of banking products for its clients – from current accounts through term deposits, loans and the payment system to electronic banking services and mobile applications. The bank is a member of the international financial group Erste Group Bank AG. The bank prefers pro-active individual approach towards clients based on professional financial guidance and mutual trust.

“In the beginning of July 2014, in cooperation with Millennium, we launched a new corporate customer care tool – Microsoft Dynamics CRM – in the Slovenská sporiteľňa´s business centres. We succeeded to manage the entire preparation and implementation into practice in a record-breaking time. The application introduces many benefits. I can see them especially in simplified work with client data and effective sales activities management and business opportunities of corporate consultants. Centralization of data related to the SME clients on the market enables more transparent communication and information sharing among the individual bank business lines, including involvement of product divisions into corporate client care.”
Peter Krutil
Member of the Slovenská sporiteľňa Board Responsible for Corporate Banking, Slovenská sporiteľňa, a. s.

How We Helped the Customer?

The CAFE application (Credit Application Front End) is built on the LPS (Loan Processing System) solution which automates and streamlines the course of the entire loan products sales process in the SME segment – from the client´s arrival to the bank branch, through automatic generation of contractual documentation to monitoring loan repayment. It enables quick reactions on market needs, effective management of contractual types and, finally, it contributes to saving costs and reducing risk related to the human factor during the loan sales process.

Slovenská sporiteľňa has gained a tool providing the management with nonstop access to up-to-date information on number and status of ongoing loan products applications. The CAFE application has been integrated with the CRM system already used by the bank.

Slovenská sporiteľňa´s portfolio contains more than 30% companies from the SME segment. Client data as well as records concerning relationships with individual clients used to be processed in various systems and were not available at one place. The Erste Group had already known Microsoft Dynamics CRM and used its advantages. It had been used for work with large corporate clients. This experience was the reason why Slovenská sporiteľná decided to implement a similar solution also for the SME segment.

  • The Microsoft Dynamics CRM 2013 platform forms the basis for relationship management with Slovenská sporiteľňa´s corporate clients. The system provides a comprehensive view on the client and at the same time a robust platform for further development of CRM functionalities and its integration with other applications.
  • Slovenská sporiteľňa gained a full-value solution for corporate customer relationship management in the SME segment in a very short time.
  • The solution has introduced better data transparency in the form of a comprehensive 360-degree view on a customer and faster access to data.
  • Connection of the standard MS Outlook to MS Dynamics CRM 2013 and the possibility of their synchronization.
  • The CRM solution provides simple search, overview and selection of existing as well as potential clients, check of business opportunities status and a list of planned and performed activities.
  • Thanks to our solution, the product departments are now involved directly in customer care.

Important Facts

Placement in the Microsoft Awards contest
Higher- quality data and increased employees´ effectivity
Targeted care of the SME segment clients

SLSP Private Banking (EPB) administers assets of approximately 1,500 clients in its portfolio of total value more than 800 million Eur. The agenda and client data were processed via several tools, excel tables, word files, etc. Those were not mutually connected and cooperation of employees was often complicated and ineffective. The best possible way how to change it was to implement a unified system for management of client information and data – Customer Relationship management (CRM).

The solution joins all the employees of the private banking at one system. No more sending of various versions of the same documents, emails, charts etc. Thanks to the numerous CRM functionalities tailored to customer´s needs, work and cooperation of the employees is more effective, and all the important tools are under one roof.

Among the main functionalities belong:

  • a client card providing all necessary client data at one place;
  • notifications in CRM and notification emails;
  • new opportunities management;
  • marketing functionalities;
  • meeting planner interconnected with MS Outlook (emails display directly in CRM);
  • a possibility to write down minutes from meetings and plan further steps;
  • setting access authorization for individual types of positions.

Important Facts

Integration with internal bank systems
Well-arrange reporting
Targeted private banking customer care

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