Banking CRM Transformation
4+
Years
Ongoing partnership
100%
Digitized
Front desk operations
5
Team Members
Dedicated delivery pod
∞
Impact
Continuous improvement
What We Were Asked to Solve
A major commercial bank was running all customer service operations manually — front desk workflows, card lifecycle management, loan application processing, and telephony were completely disconnected. Staff spent hours on paper-based processes that should take minutes. There was no unified view of customer interactions across branches, and regulatory reporting required manual data consolidation from multiple sources.
How We Delivered It
We implemented Creatio FinServ as the core platform, automating front desk operations end-to-end. Card lifecycle management (application → issuance → activation → blocking → replacement) was fully automated with status-driven workflows. Loan applications were digitized with compliance checkpoints and approval chains. We integrated Asterisk telephony so agents see full customer context on every inbound call. Branch performance dashboards were built for regional management.
Modules & Capabilities Delivered
Results & Impact
Dramatically reduced turnaround time on customer requests — from hours to minutes
Real-time operational visibility across all banking touchpoints and branches
Improved customer satisfaction scores across all service channels
Full audit trail for regulatory compliance and internal governance
Telephony integration enabling screen-pop with customer data on every call
Automated card lifecycle tracking eliminated manual status updates
Loan approval workflows with compliance checkpoints reduced processing bottlenecks
Delivery Team
1 CRM Consultant, 2 Developers, 1 PM, 1 BA
Duration
4+ years (ongoing)
Platform
Creatio FinServ
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