The Customer Loyalty System was developed to ensure a more effective and smooth client contact. It is split into two integrated modules, one for Credit recovery (CollectionsBox) and one for CRM (ClientBox). The system was designed to provide an integration layer with Oney’s core financial system so that users could have access to all information with just one click. CollectionsBox supports the full range of management needs for a client’s portfolio including a full transaction log, unpaid status and amounts and credit blockage information. It automates strategic actions for each client segment based on value of debt, type of product, and many other variables. By providing a cost per action report we can determine the most cost effective actions allowing us to fine tune savings strategies. CientBox manages client contacts in both Oney physical stores and in the Oney Call Center. It assures real-time information on financial product position and manages all back-office client requests assuring they are directed to the right department.
The application provides an effective registry of all client contacts, actions, requests, and provides managers a complete view on each department down to individual user performance.
"On a system as complex as this, it was predicted that our monthly objectives would not be achieved in the first month of go live. To our surprise, they were not only achieved, but exceeded. In a month CollectionsBox implemented 250,000 actions on clients, including both automatic and manual actions. ClientBox registered over 60,000 calls in our call center and over 20,000 contacts in physical stores. The end result was a giant leap in efficiency and a project that made everyone happy: IT, business users and clients. With these two applications, Oney is well prepared to face its existing and forth coming challenges!"
Cyrille Vivier, Services and Customer Dynamic Director, at Oney.