Initial project goals centered around a decrease in churn rate, improved customer support, better time-to-market, and advanced analytics with behavioral scoring. Due to legacy solutions, the bank faced time-consuming integrations with external systems, expensive operations, and decreased retail efficiency. Still, the main business challenge was to clean out data that has been collected for a long time.
We had to perform the Big Bang launch of the new system, i.e. to launch a new CRM system for all branches immediately. It is a phased approach that allows for implementing a CRM for a small number of branches, tuning UX, and releasing the software for the entire branch network later.