Before CRM implementation, client processes at Davr Bank were distributed across multiple tools: the lead database existed separately from telephony, requests were logged in a third-party service, and applications from digital channels were processed through mobile app admin panels. Manual operations consumed a lot of time, supporting multiple integrations ate up resources, and there were frequent data gaps—employees were essentially piecing the client together.
Concurrently, Uzbekistan's fintech market entered an active growth phase. Banks began competing not only on products but also on customer experience quality: request processing speed and communication convenience. Under these conditions, the service level and response time to client requests became critical metrics for retaining and growing the client base.
Davr Bank sought a solution that would allow it to rapidly update existing client services, reduce operational costs, and build a single, manageable client interaction perimeter without completely overhauling the IT landscape. As this foundation, the bank chose the banking CRM as a module of the Ready Bank ecosystem.
Results: accelerating key operations and increasing conversion
The project took 6 months: the bank received the base version in just four months, after which additional modules were connected. Concurrently, employee training was conducted to avoid a shock transition to the new tool.
After implementing the CRM, Davr Bank optimized the number of digital systems, reduced operational costs, and accelerated key processes:
- bank card issuance: 15 minutes instead of one day;
- sales conversion: +20%;
- deal cycle: −40%;
- request processing time: −30%.
The economic effect manifested not only in reduced software and telephony costs but also in increased productivity: managers began serving more clients in the same time, and management decisions were based on transparent data from a single perimeter.
What was implemented: CRM Ready Bank as a single client perimeter
The CRM from Ready Bank is an operational management system used across all business lines, automating the full client support cycle from telemarketing and onboarding to upsell and retention.
The system consists of a set of modules:
- Client profile module
- Sales management module
- Client request management module
- Partner management module
- Branch client service module
- Communication module
Client profile module
This module ensures the formation of a single client profile based on data from banking sources and external systems.
The bank's master systems are connected to the module to automatically populate the profile with up-to-date information on the client's accounts, cards, loans, and other products. The profile is updated in real time and is used by all service lines as a single source of reliable data.
The client profile consolidates information:
- on all of the client's banking products;
- on product applications at various processing stages;
- on client requests to the bank;
- on the entire communication history: calls, chats, requests.
This allows a call center operator, manager, or branch employee to instantly get a complete picture of the interaction with the client and accurately respond to requests without switching between systems.
Sales management module
The sales management module is responsible for managing leads and tasks throughout the entire sales cycle—from the first contact to deal closure.
The module provides:
- receiving leads from any sources: website, marketing campaigns, partner channels, as well as from real-time events;
- automatic distribution of leads and tasks among managers according to set rules;
- control over the timing and quality of lead processing.
For executives, the module provides a transparent control tool: it shows how leads are processed, at what stages delays occur, and where conversion is lost. This allows managing sales not "by feel," but based on data from the CRM.
Client request management module
The client request management module is designed for registering, routing, and controlling the processing of client requests in compliance with SLAs.
Requests are logged in the CRM, automatically routed to the appropriate workgroups, and tracked at all stages until closure. The module supports processing time control and escalation upon SLA violation.
For working with product teams, integration with Jira is provided: requests can be automatically transferred to Jira tasks for teams already working in this environment. At the same time, the processing status is synchronized back to the CRM, maintaining a single control perimeter.
Partner management module
The partner management module automates work with partner client acquisition channels.
Partners are provided with a personal account through which they can:
- receive personal QR codes for lead generation;
- track the status of submitted applications.
On the bank's side, the module includes a partner manager automated workstation (AWS)—a workspace for managing partners, controlling their activity and efficiency, and analyzing lead quality. This allows scaling the partner network without manual processes and loss of transparency.
Branch client service module
The branch client service module implements a single digital scenario for working with a client in the bank's office.
The module provides:
- a single entry point for client creation;
- the full client onboarding process into the bank;
- client service using a digital document;
- updating client data in the bank's master systems;
- logging client requests in the CRM;
- API for remote and digital channels.
Thus, the branch becomes part of a single client perimeter, and data created offline is immediately available in digital channels and the call center.
Communication module
The communication module is responsible for omnichannel interaction with the client within CRM Ready Bank.
The module allows:
- conducting a dialogue with the client in digital channels;
- exchanging files;
- logging requests directly from communications.
Automatic distribution of dialogues among managers is supported, taking into account channel priority and workload. Processing channels are connected via API, without complex modifications.
During communication, the employee sees the client profile and the full request history, and the system tracks the SLA for each dialogue, ensuring service quality control.
Why Davr Bank chose this specific CRM
It was important for the bank to get a system without technological dependence on the vendor, which could evolve alongside the business.
CRM Ready Bank was initially developed for banking processes and covers key client scenarios "out of the box," which allowed launching the solution in a short time. The system is deployed within the bank's IT perimeter and ensures full control over data and costs.
Ready-made integrations with banking systems and digital channels simplify embedding the CRM into the existing IT landscape, and the modern scalable architecture allows expanding the system's use without limitations—by the number of clients, requests, and branches.
What's next: channel expansion and AI scenarios based on CRM Ready Bank
Davr Bank views the implemented CRM as a foundation for the further development of client services. The next stage focuses on expanding digital channels—connecting chats and push notifications—and transitioning all communications into a single omnichannel perimeter with centralized SLA and service quality management.
On top of the established CRM perimeter, the bank plans to implement AI modules: request and communication sentiment analysis, request prioritization, and scoring scenarios. Concurrently, an internal competence center is being developed, allowing the bank to independently scale and develop the system without increasing operational costs.
CRM is just one of the Ready Bank modules
Ready Bank is a ready-made modular platform for the digitalization and automation of financial ecosystems.
The platform is used as a tool to accelerate technological transformation: it allows banks to launch and update digital channels for retail clients and SMEs without developing from scratch, as well as to implement new product and AI scenarios into the existing architecture.
Mobile banking for retail clients
Ready-made modules covering all key user scenarios for individuals:
Authorization
Account management
Debit and credit cards
Transaction history
Loans and deposits
Payments and transfers
Exchange rates, security, support, and other functions.
Digital banking for business
The sales management module is responsible for managing leads and tasks throughout the entire sales cycle—from the first contact to deal closure.
Ready-made modules with a mobile app and web interface for small, medium, and large businesses:
- Authorization and roles
- Account management
- Corporate cards
- Taxes
- Payments and transfers
- Exchange rates, security, support, and other functions.
And among the most popular modules integrated by partner banks:
oCRM
An operational management system used across all business lines, automating the full client support cycle—from telemarketing and onboarding to upsell and retention.
Universal credit pipeline
A full-online scoring and loan issuance process with ready-made modules for receiving applications, and integrating with government and third-party services. The pipeline optimizes the loan issuance process to 3-7 minutes.
Also, Ready Bank has ready-made integrations with NCI and Fido-Business core banking systems (ABS), which accelerate module launches, ensuring a seamless connection between the front office and the core without complex modifications.
Learn more about product solutions for banks and fintech — Ready Bank
