Impel. PK4 Software Technologies Pvt. Ltd.

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1 simply effective Impel Fr Banks and Financial Institutins PK4 Sftware Technlgies Pvt. Ltd. N. 37, Kempapura, Hebbal Bangalre Phne:

2 Impel fr the Banking/Financial Services Sectr Impel fr banks Maintaining gd custmer relatinships is nt a by-prduct f the cmputer age. Bankers were already ding business hundreds f years ag in the medieval market place. They were n a firstname basis with their custmers and were familiar with their needs. Thse bankers did nt need a credit agency t be able t distinguish a trustwrthy banker frm a dubius bankrupt. The mdern day financial market is smewhat mre cmplex than in medieval times. Fr a start the number f custmers and prducts has grwn expnentially. Cmpetitin is als much fiercer. But like the medieval times, systematic and cmputer-based CRM will be the key t future success. The Market The current financial services market is characterized by three distinct trends: deregulatin, cncentratin and glbalizatin. Accrding t an estimate by the University f Frankfurt, the number f mergers and acquisitins in the Eurpean market alne grew by 23.2% annually between 1990 and This trend has been driven by market integratin, vercapacity and the easing ff r disappearance f state regulatin. Cmpanies within the banking sectr are increasing their prductivity and respnding quickly t market changes. They are fcusing n gd custmer relatins, wh are the key t future success. Custmer freedm There is a further trend in the financial services sectr twards virtual financial markets. Custmers are enjying greater flexibility thanks t nline banking, tele banking, e-brkerage and direct insurance. The number f nline banking transactins at Cmdirect, a German call center, grew frm a mdest 41% in 1998 t arund 84% in 1999, registering a whpping annual grwth f arund 400%. Despite a drp in the hype surrunding the Internet, the bank, riginally intended as a call-center, has becme an Internet bank. The key t success in such a dynamic market is custmer lyalty. The basis fr custmer lyalty is a wellmaintained, custmer-driven database. The success f mdern techniques such as telemarketing, direct marketing, crss and up-selling depends n high quality custmer data. Fr the first time, the efficiency f sales and marketing activities can be measured just like any ther perfrmance-related area f a cmpany. Knwledge is Pwer High quality custmer infrmatin is crucial t targeted marketing and successful sales. The ability t gauge demand and ptential accurately is the key t generate new market pprtunities and allws cmpanies t distinguish themselves frm the cmpetitin in terms f supprt services. This is abslutely critical in the financial services sectr. The average custmer s prir knwledge is scarce and the prducts are cmplex. Als, the infrmatin required is ften sensitive r persnal, relating t health, financial situatin and financial planning. Greater benefits with Impel Impel is an integrated CRM slutin frm Ampersand that basts f cmplete CRM functinality, encmpassing market supprt, sales management and custmer lyalty initiatives. The slutin is integrated with the apprpriate functinality and database inf areas fr handling and autmating the fllwing typical tasks: Cntact management Calendaring and scheduling Page 2

3 Impel fr banks Campaign management Tele marketing Lead tracking Opprtunity management Accunt management Sales management Call center integratin Service management Order prcessing Analysis and reprting Web-integratin Impel is cmpletely brwser-based and supprts multi-tenancy. All custmer infrmatin can be exchanged and business prcesses triggered ver the Internet. The benefits f this architecture are numerus: Integrating all the sales channels s that all emplyees can access a single knwledge base The web can be explited as a sales channel Persnalized custmer cntact and interactive custmer service An intelligent learning system, enhancing relatins between custmers and the sales reps Greater mbility as sales peple are relieved f mundane tasks Different user grups can wrk in the same database withut influencing each ther Jint use f data Supprts multiple languages and currencies Ease f implementatin The sales staff is saved f a cnsiderable amunt f time and effrt in entering data, as a large part f the infrmatin is entered and prcessed by Impel and ther back ffice applicatins. Rapid and cst-effective implementatin Impel is capable f handling mst standard prcesses in the financial services sectr frm the wrd g. Due t the presence f zercde, Ampersand s patent-pending technlgy, n prgramming skills are required n the part f the financial services cmpany and the sftware is running within tw t fur weeks depending n the size f the prject. A quick ROI is therefre guaranteed. Fllwing successful implementatin, trublefree, efficient peratin f the sftware is backed up by a seamless glbal supprt cncept. Impel OnDemand: setting standards in the financial services sectr. Impel s functinality at a glance. Sales Supprt and management The divisin f labr amng banks is changing. Structures whereby a single department advises a custmer in all areas are extremely rare and are gradually giving way t the multi-tiered structures where several teams, each specializing in a particular prduct segment, lk after ne custmer. Within structures like these, cmputer-based sales supprt is the key t success. Impel takes diverse rganizatinal structures int accunt and ffers a range f indispensable functins fr strategic and tactical multi-channels sales management. Impel s sales grup functinality allws yu t: Subdivide sales activities accrding t different business areas and prduct types Assign sales grups up t tw users whse rles (prject manager, accunt manager, sales rep etc) can be freely defined Page 3

4 Impel fr banks Autmatically lg the lead status f a sales grup The transparency f the sales and supprt structure means every emplyee can keep track f every custmer in minute detail, even if he may nt be directly dealing with the custmer. If a custmer wh earlier fell int saving accunt categry and is nw interested in a prduct frm the securities grup, the new custmer representative can easily access the relevant infrmatin. Accunt Management This multi-relatinal sftware stres all infrmatin abut the custmer and his prducts. Impel prvides an elabrate accunt management slutin that helps stre business particulars abut the cmpanies that banks deal with. If the accunt has riginated thrugh a partner r franchisee, separate user grups are created t stre the dealer r franchisee infrmatin. An accunt can have mre than ne cntact persn assciated with it. Accunts can be categrized in several ways. Cntact Management Knwing wh in the cmpany has dne what, when, with which custmer and with what result is ften critical t success and is always f great imprtance. The cmprehensive cntact histry f a custmer can benefit bth call centers during a telemarketing campaign as well as any cnsultant. Impel allws any authrized user t access a custmer s cntact histry at the press f a buttn and allws sensitive data t be kept up-t-date easily. Impel prvides a centralized repsitry f bank-wide wide custmer infrmatin. It allws users t track and analyze the nature and vlume f transactins fr a bank s custmers. Other Functins List imprt. Impel prvides a utility t imprt custmer lists frm different surces, including purchased lists. 360 View. Impel prvides a shared, bank-wide unified view f the custmer, encmpassing the custmer s entire relatinship details. It includes multiple prduct, sales pprtunities, supprt and service incidents and the histry f interactins f the custmer with the bank. Custmer Prfile Manager. Persnalized infrmatin abut custmers is used t prvide a higher level f prfiling. Calendaring & Scheduling. Sales reps can set up appintments/tasks/activities invlving custmers r ther internal users. Reminders and ntificatins can be set up at the time f fixing an appintment. Query and Reprts. Pre-cnfigured reprts give first hand infrmatin n pprtunity pipelines and sales frecasts. Reprts can als be built n the fly, accessing data frm multiple data surces. Advanced search and filter tls prvide an easy-t-use interface t slice and dice custmer infrmatin as yu need. Wrkflw Management Impel has in-built mechanisms t autmatically assign leads, territries r cntacts t specific sales reps, based n the bank s business prcess. Similarly, tickets can als be assigned t service reps. Authrized bank managers can als reverse the autmatic assignment by using a manual assignment prcess. Impel ffers banking rganizatins the ability t cnfigure the system in any way they want, t meet their exact requirements, withut any technical hassles. Be it terminlgies, business prcesses, display mde, yu name it - mre than 80% f what a bank wants frm Impel can be achieved with the help f cnfiguratin. Impel can als be extensively custmized t suit specific banking requirements. And this is achieved using a brwser-based, easy-t-use SDK that wrks in a prgramming-free envirnment. Page 4

5 Impel fr banks Custmer Supprt Using Impel, banking rganizatins can prvide wrld-class custmer service peratins. Impel empwers agents at every level by prviding up-t-the-minute infrmatin and in-depth custmer and prduct knwledge, which enables quick and accurate prblem reslutin and generates greater selling pprtunities. Ticket Management Prblem reprting & reslutin. The bank s CSR raises a Truble Ticket n behalf f the custmer wh reprts a prblem pertaining t any f the bank s prducts r services. A ticket number is generated t track the ticket. The CSR can set a pririty fr the prblem and a target date fr prblem reslutin. If a ticket is nt reslved within its set reslutin time, it autmatically gets escalated t the next level f service persnnel. Once the issue is reslved, it is treated as clsed. Ticket assignment and Tracking. Whenever a new ticket is raised the supprt manager assigns the tickets t a service persnnel. A Ticket Histry is maintained t help the CSR get a better understanding f the custmer s prblem. If a custmer has had a series f prblems in the past with the same prduct, then the ticket Histry prvides the CSR sufficient infrmatin t handle the issue - and the custmer - with a greater sensitivity. Cntract management A CSR can keep track f the cntract infrmatin pertaining t every sale f banking prducts. Fr example, the CSR can keep a track f expiry dates fr credit card validity r renewal dates fr credit cards, due dates fr payments and s n. The CSR can recrd necessary details at the time f issuing a credit card t the custmer. The infrmatin includes the cntract type, cntract descriptin, start and end dates fr the cntract, date f prduct purchase, cntract value etc. Service Level Agreement details can als be assciated with the cntract. Call Center Call center functins are available in bth sales and service envirnments. This allws peratrs t make and lg call details fr fllw-up by sales r service persnnel. Marketing Autmatin Impel prvides a truly unified view int every aspect f the custmer lifecycle. By harnessing the pwer f shared infrmatin and advanced analytics, banking rganizatins can ensure that every marketing dllar is spent wisely. Banks can run mass campaigns fr brand prmtin r fr selling their prducts and services. Respnses can be effectively tracked and leads generated frm such campaigns are then ruted t the leads prtal fr further fllw-up by the sales peple. Campaign Management Targeted campaign management enables cmpanies t avid casting the net t widely and allws multistage marketing campaigns t be planned and implemented smthly. Impel has all the requisite features fr campaign management including: Optimum campaign planning based n all sales and marketing infrmatin Efficient target grup definitin using numerus selectin criteria Campaign management and cntrlling with an verview f all actin items and appintments Database-supprted implementatin acrss all cmmunicatin channels i.e. direct mail, merge, telemarketing, events, surveys etc. Page 5

6 Impel fr banks Dcument Management Impel ffers an end-t-end dcument management slutin that prvides a secure, permissin-driven central, brwser-based repsitry fr categrized strage, search/retrieval and publishing f all kinds f dcuments pertaining t the banks. The nline cntent management system makes intra-departmental infrmatin flw mre efficient. It als allws custmers and ther channel partners with apprpriate permissins t access bank-wide data. Specific users/user grups are allwed access t flders that stres the cntent. The cntent maintained in the flders can be f the type - Simple Text, Frmatted Text, Dcuments, Media files (audi, vide) etc. Dcuments can be in varying frmats like PDFs, Wrd, Excel, PwerPint, multimedia etc. & Cllabratin Impel ffers a rund trip integratin using IMAP. It ships with an ptinal client cmpnent that syncs cntacts, calendar items and tasks between Impel and Micrsft Outlk. Changes t different items in either envirnment are autmatically reflected in the ther. Future additins Imaging. Impel will prvide the ability t handle tens f thusands f dcuments everyday, that can be scanned and indexed, autmatically. Autmated decisin making. Impel will prvide fr cmplex wrkflw-based, autmated decisin making ability t increase the number f autmatic case decisins. Autmated respnse. Impel wuld prvide autmated, template-based respnse generatin mechanism that can address a large number f custmer queries every day. Wrk flw Autmatin. Impel will ffer custmizable wrkflw management that frms the cre hub f banking CRM systems. A pwerful wrkflw engine wuld als be incrprated in Impel t allw banks t define their wn business prcesses. CTI integratin. Impel wuld incrprate cmputer telephny integratin (CTI) t allw calls t be captured within Impel alng with details f activity cnducted during the call, including qutatins, fulfillment, diarized tasks being held within the case fr further perusal and management infrmatin. Originatin. Impel wuld prvide Banks the capability t streamline and autmate multiple steps in the riginatin prcess f varius prducts f the bank like lans, credit cards etc. Key features in this mdule wuld include multi-channel supprt fr applicatin submissin, de-duplicatin, pre-defined dcument checklists, templated sanctin r denial letters etc. ***** Page 6

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