The loans approval process at Qatar Development Bank was relatively slow and inefficient. This was undermining the bank’s ability to meet its objectives of encouraging growth and development among Qatar’s
small and medium sized enterprises. By implementing Microsoft Dynamics CRM and integrating it with core banking systems the bank has been able to transform the approvals process making it far more efficient and faster, while also improving customer service.
Qatar Development Bank offers financial services, banking, advisory services and loans for the development of business within the Qatari economy, as well as housing loans. QDB provides loans by three different schemes, Direct lending, Al Dhameen and
Housing Loans, and export services by TASDEER. Its specific focus is promoting small and medium scale developmental projects. The bank wanted to speed up its loans approval process, streamlining customer centric processes and maintaining a single channel for
customer services. The loan approval process was largely manual and based on collecting relevant information and signatures before passing the details onto a Credit Committee which made the final decision. The leads, prospects, loan applications and proposals
to the Credit Committee were inputted into an Excel, MS Word files and MS Access based system. However, because of the manual nature of the system the process was inefficient.
Manual workflow leads to delays and errors
||The Microsoft Dynamics CRM system has made internal operations far more efficient, reduced frustration for customers and provided the bank with more space to concentrate on core strategic aims.
| Nasser Rashid Al Humaidi
Executive Director of Operations & Support
The credit department was also manually preparing credit committee memos and other information relating to its business, such as risk analysis and loan offers and agreements.
It too lacked an efficient automated management and tracking of workflow approvals due to the absence of a robust system for this and other areas relating to its core business such as disbursements, letters of credit, bank guarantees and remittances. In turn,
this was impacting on the customer service department which didn’t have a holistic customer centric view. Inevitably there were delays in providing customers with information relating to their case.
Nasser Rashid Al Humaidi, Executive Director of Operations & Support, Qatar Development Bank, said: “To address these problems we elected to implement Microsoft Dynamics CRM 2011. Almost 80% of our IT infrastructure is based on Microsoft and IT industry analysts
Gartner also suggested we move in this direction. It’s an on-premise solution, which for a bank is clearly important from the security perspective, but it’s also extremely flexible so we could integrate core technologies into the system to get tight integration
with other departments.”
Integration with SharePoint
During implementation Microsoft Dynamics CRM was also integrated with SharePoint. The system brought immediate and compelling benefits. For instance, the time it takes to approve loans has fallen from approximately four weeks to 10 days and in some cases one
week. Relationship managers are also able to generate cross-selling opportunities because they now have a comprehensive view of customer details. SLAs have also been implemented following the introduction of automated workflows, while the system has also enabled
a move to a paperless environment leading to greater productivity.
Ability to focus on strategy
Tight integration with Microsoft Office has also enabled easier and more accurate reports while from the developer perspective there have also been significant benefits. The reporting and auditing components within Dynamics CRM has enabled developers to quickly
complete new projects while also saving money by redeploying IT resources from the old system. And finally, there is far less downtime. Dynamics CRM and SharePoint has meant less use of custom code which makes the load approval process much more reliable,
with less disruption for end users and customers. Nasser Rashid Al Humaidi added: “QDB has embraced CRM as a critical business strategy and has been actively pursuing this mission to offer excellent services to customers. Microsoft Dynamics CRM is a part of
this strategy and made internal operations far more efficient, reduced frustration for customers and provided the bank with more space to concentrate on core strategic aims.”
Managing Customer Services Efficiently
Microsoft Dynamics CRM was easily customised to support a case management system that routes and escalates cases automatically. It works with Microsoft Office Outlook® 2010, which triggers workflows, enables automated efficient tracking of complaints, customer
requests, and inquires. “The integration capabilities available in Microsoft Dynamics CRM have made it easy to create end-to-end automation in customer services,” concluded Nasser Rashid Al Humaidi.
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