How does Rocketbank know your name?

Spending time searching handles in the database or, God forbid, dialing a number from CRM into a telephone is a luxury in the truest sense of the word. When Rocketbank began to gain popularity, which was accompanied by an increase in the number of applications for new cards, the bank needed to speed up the processing of incoming calls. First of all, they decided to teach the CRM system to call. How they managed to curb their CRM, read under the cut.

Learn to call faster

To communicate with customers, Rocketbank relied on chat and a mobile application. After all, 90% of all communications account for chat. Accordingly, for the time being, they did not pay much attention to telecom technology. But Rocket positions itself as a convenient bank, which saves customers from queues and bureaucracy. So, he must save customers from waiting on the telephone line.

Information about the company:

Rocketbank is a mobile bank for individuals. Every second client comes to the bank on the recommendation of friends. Today, the bank has more than 120 thousand customers. In April 2016, Rocketbank became part of the Otkrytie group, the largest financial group in Russia.

When using ordinary SIP-telephony, the operator spent time on strange things: he copied the phone number from the client’s card to the clipboard, then opened the IP-telephony window, then inserted the number and called directly.

At the time of the company's growth, it became clear that current tools are extremely inconvenient.

Why Voximplant

After the application for a new card arrives at the bank, the operators call the person back to clarify the details: a debit or credit card is needed, ruble or currency, and so on. In a perfect picture of the world - the operator simply clicks on the “call” button inside the CRM - and the customer receives a call back within 30 seconds.

Rocketbank began to look for someone who could organize this. Part of the services was “rejected”: their use implied the purchase of expensive equipment that had to be located somewhere (premises, rent, maintenance, that's all). Unlike them, the Voximplant platform does not require any equipment, all calls are reliably protected and transmitted through the cloud. The second reason why staying at Voximplant is safety. Rocketbank does not welcome third-party developers to have access to the admin panel. And with the help of the back-end platform, the Rocket developers did everything themselves.

How CRM made friends with telephony

Rocket taught CRM-ku "call" in two stages. First - on the outgoing line. Recall why this is so that the operator can make one-click calls directly from the CRM browser.




Then an incoming line was integrated into the CRM. A new competency for CRM is to quickly load a customer card.

Figures and results

Rocketbank's communications with customers have accelerated significantly. On the outgoing line, the operator contacted the new client after 30 seconds (connection speed takes no more than 5-10 seconds). On the incoming line - CRM tells the operator who is calling the bank. Accordingly, the client does not have to explain for a long time who he is. The operator knows everything, and can greet the client with a personal appeal: "Hello, Penelope." As a result, on the incoming line, the time of “recognition” (as they say in the bank, identification) of the client was reduced from 90 to 20 seconds!

An additional bonus was the increase in the security of personal data, since now the operator does not see the phone number - only a button for making a call.

All communication remains within CRM. The history of relations with each client - messages from chat and audio recordings of calls - is synchronized and displayed in one place. All calls are recorded - and approximately 10% are regularly monitored for quality control.

And that’s not all: the mobile application must also ring

A year after the integration, Rocketbank decided to introduce Voximplant telephony into the application for bank representatives (these are the guys who deliver new cards to new customers). The integration logic is similar: from the application, the representative sees only the “Call” button, and call records are sent immediately to CRM. First of all, this was done in order to control ALL communications with the client.

A call to a client from a bank representative works by the principle of a call back. The signal arrives at the Voximplant platform, which tells the representative “wait” (using text-to-speech), dials the client and then connects them.

So far, this solution is in test mode.

How to understand that it's time to pump CRM

Combining CRM and telephony interfaces is 7 days of coding. And the return is immediately noticeable. People are frankly tired of call centers that it’s impossible to get through to and from having to read out a bunch of data that the operator already has.

This solution is useful for companies with a large sales team, working with new or regular customers. Well, the integration of telephony with its own CRM is a great way to pump communication: due to the simple automation of routine processes.

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