Vertical Solution for Financial Services. Powered by Microsoft Dynamics CRM

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1 Vertical Solution for Financial Services Powered by Microsoft Dynamics CRM

2 COMPLIANCE WITH SAUDI MARKET The application is developed to cater the Saudi market and fully complies with the governing rules and regulations of Saudi laws. USER FRIENDLY The application is made in Dynamics CRM and thus, has the same user-friendly interface as that of Dynamics CRM. The Vertical Solution for Banks is designed to meet the unique needs of financial services in Saudi Arabia. For banking sector, we provide three main solutions: 360 View of Customer Telephone Banking Collection Management Customer Services Management Call Center Solution MULTILANGUAGE The application supports both Arabic and English languages. FLEXIBILITY The application offers users immense flexibility and freedom to customize rules and calculations to conform to company policies INTEGRATION WITH EXISTING BANK SYSTEM Detailed customer information, bank accounts, deals, and other information can be integrated into workflows. CUSTOMER DEMOGRAPHICS Captures customers personal details, identification and subscription info and contact details in one window. Bank accounts and other customer related information can be accessed within customer record window. KEY BENEFITS

3 AGENT DESKTOP Agent can receive customer/non customer calls and take experts or team assistance during call. SECURED ACCESS TO CUSTOMER DATA During call agent can register complaints, requests, leads, inquiries, and perform secured online transaction. COMPLAINT REGISTRATION Capture customer complaint with required information including complaint type, bank account, debit card and so forth. SERVICE REQUEST REGISTRATION Create demand draft requests such as: Certificates ATM Related Requests Check Book Related Requests Address Related Requests Account Related Requests Forms Related Requests ONLINE TRANSACTION & INQUIRIES Perform secure online bank transactions and inquiries such as: Account Linking/Delinking Channel and Debit Maintenance Check Inquiry Account Statement Bill Relationship Inquiry Fund Transfers OUTBOUND CALLS Execute outbound campaigns and perform outbound calls. CALL CENTER KEY FEATURES

4 COMPLAINT MANAGEMENT After registration complaints will be automatically assigned to complaint resolution department. The complaint management process is reconfigurable as per business requirements. SERVICE REQUEST After registration service requests will be automatically assigned to customer service team. Service Request process is also reconfigurable. ONLINE TRANSACTIONS AND INQUIRIES Online transactions and inquiries can be performed directly from Dynamics CRM. Configure online transaction & inquiries process as per business needs. PRINT, FAX, LETTERS Use standard letter templates across all branches. Create and send letters atomically from easy to use wizard. CUSTOMER SERVICES KEY FEATURES

5 CONNECT COLLABORATE INFORM COLLECTION CASE Collection Cases are generated automatically when payment is not received within due date. COLLECTION CASE ASSIGNMENT Once case is created then it will be assigned to collection agent. Cases can be assigned automatically or manually by collection managers. CASE STATUS Check case stratus. Status types are predefined; at the same time, customizable: On creation case During working status Close status CASE RESULT Verify case result based on predefined results; such as, promise to pay, left message, check deposited in clearance and so forth. ROLE BASED SECURITY Utilizes role based security ensuring staff only have access to data appropriate for their position. Departments can be set up so that all staff in that department has the same access BUSINESS INTELLIGENCE & ANALYTICS Allow staff to run reports for metrics on various KPIs. Reports can be exported to and imported from Microsoft Excel and other media formats COLLECTION MANAGEMENT KEY FEATURES

6 Bank Strengthens Market Opportunities with Enhanced Customer Service Tools Using Microsoft Dynamics CRM, employees can identify the bank s most profitable customers and implement effective retention strategies such as building a better understanding of their portfolios. Sufian Saeed, Project Manager, Remote Banking Division, KASB Bank Determined to offer customers a more flexible, personalized service, Pakistan s KASB Bank deployed Microsoft Dynamics CRM 4.0 business management software. Microsoft Gold Certified Partner Maison-Naizak customized the technology to streamline collections management and integrate it with call centre systems. The bank s customers now benefit from a faster, more efficient service. BUSINESS NEEDS Part of KASB Group, KASB Bank is one of Pakistan s leading financial services organizations. It aims to build and retain stronger customer relationships through more flexible products and services, and by offering a diverse range of delivery channels that make banking easier. Technology is at the heart of this strategy. According to Sufian Saeed, Project Manager, Remote Banking Division at KASB Bank, cutting-edge systems are necessary to deliver the highest level of service. The retention of profitable customers is a major challenge for many financial organizations, he says. Over time, KASB Bank introduced locally developed IT systems, including a customer relationship management (CRM) solution. As the organization grew, this system struggled with the complex needs of a large bank. As a result, detailed, historical customer data was simply not available to employees, making it difficult for them to respond quickly to customer requests. This lack of information also restricted internal processes. In particular, collections management was difficult to control. With no system in place to track products taken up by the customer, such as finance and installment loans, the bank found it hard to forecast revenue accurately. SOLUTION Maison-Naizak is a Microsoft Gold Certified Partner that specializes in integrating Microsoft Dynamics solutions. In a series of consulting sessions, the organization introduced KASB CUSTOMER CASE STUDY: KASB BANK

7 Bank to Microsoft Dynamics CRM 4.0 management software that helps bring together all areas of a business. Habib says: Maison-Naizak showed us how Microsoft Dynamics CRM could resolve our problems more cost effectively. As an existing Microsoft Enterprise Agreement customer, KASB Bank is entitled to savings on new software licenses. Habib says: We also have a Microsoft infrastructure in place and the deployment of Microsoft Dynamics CRM 4.0 has helped us standardize IT across the enterprise and reduce the need for training. Maison-Naizak developed a collections management module on Microsoft Dynamics CRM, which merges collections activities with sales activities. For example, calls from customers with defaulted loans are automatically routed to the collections management department. The partner also developed a Microsoft.NET based solution, which integrates with certified technology that extracts information from core banking. Sultan Hamdani, Senior Consultant and Chief Operating Officer, Maison Consulting & Solutions, says: Any user of Microsoft Dynamics CRM with authorized access can provide account balances or carry out funds transfers and bill payments in real time, over the telephone. Microsoft Dynamics CRM was easily customized to support a complaints management system that routes and escalates calls automatically. It works with Microsoft Office Outlook 2007, which triggers workflows and tracks complaints, and the bank s call centre solution, which automates the distribution of calls between agents who can process requests such as pay orders and debit card replacements. Munawar Jaffrani, Executive Vice President and Head of Service Quality and Remote Banking, KASB Bank, says: The integration capabilities available in Microsoft Dynamics CRM have made it easy for us to create endto-end automation in the contact centre. The solution also integrates with interactive voice response technology from Genesys. This touch-tone system uses speech recognition for automated conversational exchange and works with Microsoft Dynamics CRM to identify and resolve customer queries. Requests for new financial instruments, for example, can be taken care of electronically, reducing some of the call load and freeing staff to handle other inquiries. Today, KASB employees can respond to customer needs quickly and provide a more personalized service. Waqar A. Khan, Group Executive Operations and Technology, KASB Bank, says: CRM is the prime focus of this bank. Microsoft Dynamics CRM ensures that the entire KASB Bank team can achieve excellence in managing customer relationships. CUSTOMER CASE STUDY: KASB BANK

8 MAISON-NAIZAK, a Microsoft Gold Certified Partner, is a leading Microsoft Dynamics ERP and CRM solution provider in Saudi Arabia. We are the market leaders dealing in Microsoft Dynamics ERP products such as Great Plains, Axapta, Solomon and Microsoft CRM; in addition to other Data Warehousing and Business Intelligence solutions. We have a team of professional and competent ERP consultants having a wide exposure of diverse industries. Our various case studies have been published on Microsoft website and we have been named to 2009 Microsoft Dynamics President s Club for the 2nd consecutive year. On top of it, we offer our own customized solutions that blend well into your industry s needs. Please visit our website for more information or write to us at Dammam Jeddah Riyad Dubai Bahrain Karachi Lahore Islamabad Melbourne

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