Improvement and Digitalization of the Customer Inquiry Processing System in a Financial Company

In the context of increased sanctions pressure on the Russian Federation, the performance of international financial transactions has become a significant challenge for Russian businesses. JustFinTech, a financial company specializing in the supply and foreign software, faced challenges related to the loss of client requests and inefficiency of the request processing system. This graduate qualification work is devoted to the improvement and digitalization of the client request processing system in JustFinTech company. The goal of the work is to reduce the number of lost requests from 15% to 3%, reduce the time of processing client requests by 25% and reduce operating costs by 3%. In the course of the work, the current client transaction process was analyzed in detail and its pain points were identified. Based on this information, a solution was proposed that would allow the company to eliminate the imperfections of the current process and achieve the goals set for the work. According to the preliminary assessment of the results from the implementation of the proposed solution, the operating costs will be reduced by 9%, instead of the estimated 3%. The number of lost requests will be reduced to 3%, and the processing time per customer request will be reduced by 25%. The proposed solution is to implement a single window for receiving client requests and work of client managers with them. The company needs a user portal and modernization of CRM system to work with it. Keywords: business process analysis, customer portal, CRM system, financial company, sanctions pressure, operational improvements.