Implementation and set up of CRM for a non-state pension fund

The Fund's services are not limited to mandatory retirement plans. This NPF also provides an additional pension (NPS, or non-governmental pension security). It serves over 5 million customers. The Company used to use a combination of services (mail, a third-party chat, telephony, and Excel files) to handle all the requests and applications.

Thus, applications filed via the website would be emailed to managers, who then had to make database entries manually. However, manual processing complicated things and posed a risk of errors. To avoid errors and shorten processing times, case handling and customer data collection had to be automated.