2Ring in cooperation with Datanet Systems, deployed the 2Ring CAMPAIGN MANAGER application for the Cetelem Romania.
This deployment helps improve the efficiency of Cetelem collection process, it was necessary to extend the functionality of Cetelem's current Collection features with a series of campaigns in real time.
Project PremisesDue to an increased volume of debt recovery activity, because of an increasing number of customers as well as the diversification of debt recovery actions, Cetelem Romania started a project to develop and integrate a web interface for the Collection Department.
The solution is designed on the Cisco Unified Contact Center Enterprise (UCCE) with Computer Telephony Integration (CTI) and outbound dialer existing infrastructure that is fully integrated with the core banking systemand allows for real-time management of the outbound campaigns. Automatic feeding of outbound campaigns from the core-banking system is accompanied by real-time management, with multiple adjustments and filtering in order to revitalize and streamline each outbound campaign.
The application offers a campaign scheduling function with pre-established daily and monthly time frames, template adaptation and their customization anytime during the current day/month.
Business Objectives- 20% growth in direct contact with customers, 3% improvement in efficiency and the increase of the customer satisfaction, as a result of providing customized services.
- Strong correlation between quantitative (number of clients) and qualitative efficiency (debt paid).
- Collection activity diversification and correlation with the payment delay and the profile of each client.
"The choice of the tandem of 2Ring and Datanet was driven by the quality of services offered by Datanet and the successful implementation of a project by 2Ring/Soitron in our Hungarian subsidiary", explains Silviu Popescu, IT Manager at Cetelem Romania.
Why 2Ring and Datanet?The selection of the companies that provided the design and implementation of this project was based on the desire to have a provider with great local market expertise, integrated communications networking solutions, and experience with similar projects benefitting other European subsidiaries within BNP Personal Finance group.
ChallengesThe project’s main difficulties were mostly related to finding common ground on various implementation details and the difficult choices of which features to implement first so that the deadline for a specific release would be met. However, all of the challenges were handled very professionally by all involved parties who understood from the start that the schedule was very tight.
"With 2Ring CAMPAIGN MANAGER in place, the supervisors in Cetelem Romania’s contact center are now able to plan strategy for outbound calls days ahead and then also monitor and modify this strategy on the fly. They can stop any of their running campaigns, build and start a new one, and they can do so without any involvement from the IT team. This certainly helps them to stay focused on the business aspect of their work and makes it another project that I was glad to be part of", concludes Michal Grebac, Product & Project Manager at 2Ring.
The main benefit of implementing 2Ring CAMPAIGN MANAGER is an increase in the efficiency of collection, leading to a lower cost of the loan risk.
Other advantages obtained after this implementation are
- diversification, correlation and automation of collection activities,a reduction in manual tasks
- personalization of the treatment of clients who are late in paying:
SMS, IVR, call loan rescheduling, etc.
- increase in the number of telephone contacts with customers.
"The 2Ring CAMPAIGN MANAGER Application implemented by Datanet provides features developed for the requirements of integration with Cetelem databases. With the real-time control functions provided by this application, Cetelem has already seen an increase in the efficiency of its telephone campaigns at the same level as that obtained by mplementing Cisco IP Contact Center Platform UCCE,“ said Gabriel Musat, Executive Director of Datanet.
BNP Paribas Personal Finance is, within the BNP Paribas Group, the specialist in personal loans via its activities in consumer credit and mortgage lending. With almost 29,000 employees throughout more than 30 countries over 4 continents, BNP Paribas Personal Finance is the leader in France and in Europe.
BNP Paribas Personal Finance is capable of offering, mainly through the Cetelem brand, a full range of personal credit products via points of sale and car dealerships. Besides MasterCard credit cards, Silviu Popescu - IT Manager, Cetelem Romania Cetelem is offering on the Romanian market personal loans, being the leader of the consumer credit sector.
In addition to this, BNP Paribas Personal Finance has developed its partnership activity, turning it into a business line in its own right, based on its know how in credit offers and built-in services adjusted to partners’ business and commercial strategy. In this way BNP Paribas Personal Finance is the benchmark for brands in the worlds of trade, services, banking and insurance. It is also the leading player in the field of responsible lending.
Datanet Systems, established in 1998, is recognized today as one of the leading system integrators for data networks, the market leader in unified communications solutions, video, and infrastructure solutions for data centers in Romania.
Datanet Systems is one of the leading Cisco partners in Romania. It currently has 35 employees and annual revenues of more than 15 million euros.