3 Tips for Fast and Successful Start of your CRM Project. Neda Hitsova Marketing Manager ICB InterConsult Bulgaria

Size: px

Start display at page:

Download "3 Tips for Fast and Successful Start of your CRM Project. Neda Hitsova Marketing Manager ICB InterConsult Bulgaria"

Myles Jackson
8 years ago
Views:

1 3 Tips for Fast and Successful Start of your CRM Project Neda Hitsova Marketing Manager ICB InterConsult Bulgaria

2 How to Win the Battle for Customers using the latest technologies, industry know-how and professional Dynamics CRM solutions Local partner and solution integrator Banking solution provider and advisor CRM Platform supplier 2

3 Question What are the greatest challenges in your bank for starting a CRM project? Business IT 3

4 3 Tips for Fast and Successful CRM Start 1. Build the Case 2. Align Business with IT 3. Step by Step Approach 4

5 Tip 1: Build the Case in your Organization Challenges Having unrealistic expectations for project success Budget is not allocated Lack of supporters in the organization Our Solution Define CRM project goals Calculate the ROI Describe business processes and find bottlenecks Build awareness and expectations 5

6 ROI calculation Total Economic Impact (TEI) is a methodology developed by Forrester Research. The TEI methodology helps companies demonstrate, justify, and realize the tangible value of IT initiatives to both senior management and other key business stakeholders The TEI methodology consists: benefits, costs, risks, and flexibility Assumptions Bank retail customer base: 200,000 Bank existing cross sell ratio: 1.5 Number of products owned by the customers 300,000 Expected annual growth rate (Low = 5%, Med= 10%, High= 20%) 5% Average profit per product Annual profit of a customer (cross sell ratio x product profit) Number of total TXNs/SRs in the bank in a month per a customer 600,000 Num transactions a year from all customers 7,200,000 Average Fee of a transaction 5.00 Average commision revenue from a bill payment 1.00 Internet penetration rate in the country 50% Expected percentage of customers using online 40% Number of e-banking customers 40,000 6

Process-oriented Approach World-wide accepted methodology for detailed business process analyses and description The methodology steps: Meetings/Interviews for describing Sales, Marketing,

7 Process-oriented Approach World-wide accepted methodology for detailed business process analyses and description The methodology steps: Meetings/Interviews for describing Sales, Marketing, Call-center processes Defining types of documents Defining reports and analyses Solving a case Стъпки Value-added с steps добавена Waste стойност Контролни Controlling стъпки EXCEL (36%) Manual Steps (36%) PROPHECY Billing (15%) NAVISION ERP (5%) PLUS Accounting MINUS (2%) 10 WINDDS (2%) 0 AS IS TO BE CORVU Other (4%) (2%) 7

8 Question: The CRM is it a Business or an IT project? BUSINESS IT

9 Tip 2: Align Business with IT Align organizational goals with the CRM project goals BANK Define data model and system integration Describe detailed business processes and generate requirements Describe As IS and To BE status of data, systems, processes Different priorities in the departments Employees resistance to the new system (IT systems are too complex for the users) BUSINESS IT Different requirements in terms of usability, security, data structure and integration Business needs are not documented consistently Issues 9

Document Event Event Document Function Person type Event Application system type Function Person type Document Document Function Person

10 Integrating 16 Different Systems to deliver unified call-center Interface for Gjensidige Clear understanding of business needs Process interface Integration of 16 legacy systems Event Document Function Person type Document Application system type Function Person type Document Event Event Document Function Person type Event Application system type Function Person type Document Document Function Person type Document Event Application system type Process interface Process interface Business process model Dynamic interface based on the process 10

11 Question How long does it take to implement a CRM solution in the bank? 11

TIP 3: Step by Step Approach 2 months 3-4 months 1.

12 TIP 3: Step by Step Approach 2 months 3-4 months years Make a POC project Start with one department/one process (Fast ROI) Build the Roadmap Small investment in licenses Solving a simple case Cost-sharing model 360 degree single customer view Marketing campaigns Call center automation 12

13 About ICB 1 2 Established in 1996 ICB is a privatelyowned Bulgarian Company 2012 ~4 mln EUR Customers in 10+ countries and 350+ successfully completed projects 3 More than 120 experienced specialists in the field of software development and business consulting Competences ICB is a Microsoft Gold Certified Partner for Application development ICB is CRM Certified Software Advisor partner of Microsoft ICB is a value-added reseller of Software AG-IDS Sheer for Bulgaria, the world leader in process management ISO 9001:2008 for software solutions development and consulting in the field of business process management 13

What is ICB Today AN INNOVATIVE PROBLEM-SOLVER Implements BPM approach to understand customer business-specific needs Improves customer performance by a factor of 10+ A TECHNOLOGY EXPERT Experienced

14 What is ICB Today AN INNOVATIVE PROBLEM-SOLVER Implements BPM approach to understand customer business-specific needs Improves customer performance by a factor of 10+ A TECHNOLOGY EXPERT Experienced and talented people with out-of-the box approach Deep technology knowledge in Microsoft products and platforms A TRUSTFUL PARTNER More than 300 successfully completed projects in maritime and defense, finance and insurance, government Preferred partner status to major accounts 14

15 Our Customers ENERGY AND UTILITIES BANKS FINANCIAL SERVICES IT INDUSTRY/ ENGINEERING PUBLIC SECTOR Ministry of Environment and Water Ministry of Justice Ministry of Finance National Revenue Agency National Health Insurance Fund Cash Service Company Ministry of Transport and IT 15

16 ICB Awards Mobile apps award BAIT 2013 Web site of the year 2012 in Building construction Silver European Seal of Excellence 2012 Export-oriented company of the year 2011 Bronze medal at the Geneva Exhibition of Inventors 2011 Gold European Seal of e- Excellence 2011 European IT Excellence Awards 2010

17 Thank you for your attention! Contact information: Neda Hitsova Marketing manager ICB-InterConsult Bulgaria T: M: Neda.hitsova@icb.bg 17

Become a Dynamics Business

Managed Services Become a Dynamics Business faster through the business value of Avanade Managed Services Executive Summary In an always-on digital world, enterprises are challenged to capitalize on new