Accelerate Innovation. Get a 360 view of customers Finacle CRM Solution

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1 Accelerate Innovation Get a 360 view of customers Finacle CRM Solution

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3 Delight customers today, retain them tomorrow The ultimate goal for any business is to attract and retain delighted customers. Transformation of customer lifestyles, the needs of newly created middle classes, and shifts in consumer behavior - like the rapid adoption of mobile phones and social media - have created new opportunities to reach customers, improve their banking experience, and grow revenues. However, these shifts have brought with them additional pressures for businesses to keep pace with steadily heightening customer demand. Traditional account management is quickly evolving to become more holistic and nurturing. A comprehensive solution that provides a unified, real time, and consistent view of the customer, across all channels of interaction, can help banks reach that ultimate goal of building profitable relationships with delighted, loyal customers.

4 Finacle CRM Finacle CRM, integrated with the powerful Finacle core banking engine, has everything a financial institution needs to address the complete cycle of marketing, sales, and service for banking products. Finacle helps deliver better customer experience across channels and creates an effective platform for right-selling and deepening customer relationships by presenting a unified view of the customer. The solution also arms banks with the tools to increase their reach through effective product-push campaigns. Key modules of Finacle CRM can be implemented all at once or activated over time as needed. The solution s proven scalability ensures that it can meet the needs of growing banks and established firms alike. Start with complete and accurate customer information Finacle CRM provides a single customer truth with a complete and unified relationship view of the portfolio held across the bank and multiple host systems. Market the right products to each customer Manage customer relationships effectively Targeted right-selling involves offering the best suited product, for every customer, based on their individual needs and preferences. With Finacle CRM, sales and marketing programs become more effective because they are guided by customer intelligence. Originate and process online Automated product origination and processing makes it possible for customers to get quicker responses to their requests. Improve sales results Finacle CRM contains an automated and configurable quota management system to help banks measure the relative performance of each sales staff member.

5 Functional architecture Branch/ Service Centers Call Center (CTI, IVR, Soft phone) e-banking Other Channels Channel Integrator Interaction Target List Manager Campaign Manager Multi-Wave Campaign Oportunity Application Quota, Incentive Multimedia Campaign Marketing Platform Campaign Response Enterprise Customer Information Customer Prospects Offers Sales Platform Contact Origination Relations Preferences Service Platform Debt Service Ratio (DSR) Loan Modeler 360 Degree View Service Request Complaints Income Multiplier Credit Filter & Scorecards Credit Bureau Interface Enquiries SLA Knowledge Base Skills Master Templates Product Catalog Blacklist Master DSA Master Load Balancing Straight Through Processing (STP) Deviation Matrix Standard Components Escalation Engine Multilingual Workflow Engine Audit Trail Deduplication Engine Routing Engine Access Manager Reporting Infrastructure Components

6 Key modules Enterprise customer information When more is known about customers - their demographics, psychographics, financials, preferences, and the relationship they already have with a bank banks are in a position to offer them the right choices increasing chances for successful sales. In addition to supporting enterprise view of customers across multiple host systems, this module also supports a global view of customers across multiple legal entities and countries for a multi-national bank. This helps manage the various lifecycle stages in a relationship with the customer, and access comprehensive segmentation information, all through a unified view. Flexible and user-definable templates support KYC and AML compliance mandates. Sales Improve the sales effectiveness of direct selling agents and bank executives with automated and configurable application processing, quota management, and incentive distribution based on sales targets. Banks can also leverage the offers module of Finacle CRM to generate attractive marketing offers to promote product sales. Origination Process automation, for appraisal of product applications and creation of such accounts, can save valuable staff time. Using the module s standardized processes also significantly minimizes operational and credit risks. Integrated with Finacle core banking, this module gives banks all the advantages of an automated end-toend solution.

7 Service Finacle CRM automates service processes to power faster response time for customer requests. A sophisticated routing and escalation engine routes customer requests to specialist bank executives for prompt action. For banks with a multi-channel strategy, the service module is deployed with Computer Telephony Interface (CTI) and Interactive Voice Response (IVR) in a call center environment to improve the efficiency of service representatives. Call center With built-in interfaces to IVR and CTI middleware, the call center module increases the efficiency of call handling. Auto-authentication in IVR through TPIN helps customers transact through telebanking. The CTI screen displays prepopulated customer data, personalizing the customer experience and empowering the service representative with a 360 view of the customer. The soft phone, equipped with typical telephone features, helps marketing executives make outbound calls with the right information, increasing the response to a telemarketing campaign. Marketing The marketing module not only generates demand through multi-channel and multi-wave campaigns, but can manage campaigns that maximize ROI on every marketing dollar. The list manager helps target campaigns to the most suitable prospects, while the template editor designs and personalizes marketing messages with an attractive display of product information for prospects.

8 Additional features Direct banking Finacle supports direct banking - financial services delivery solely over the Internet. Rich functionality enables managing product enhancement, bundling, loan and overdraft account origination, and setting of pre-eligibility criteria for a direct bank. All information about the direct banking customers can be viewed from one unified and comprehensive source of information. Workflow management Users can outline different workflows for various business processes, allowing banks to define processes best suited for service request management, origination, customer creation or maintenance, in accordance with their needs. 360 view customer dashboard Finacle CRM enables the banker to analyze data made available through a 360 view of the customer. This provides invaluable information about the customer s relationship with the bank through easyto-understand graphical representations such as charts and graphs. The account aggregation view makes it easier for a credit officer to analyze assets, liabilities, and investments of the customer at a glance. Interaction management Customer interactions with the bank, irrespective of channels, are managed by the interaction management module. With the complete interaction history of the customer in view, the service representative can stay abreast of the customer s changing needs and adjust the interaction accordingly. Template management With Finacle CRM, users can add dynamic variables when creating a template and even edit activated templates. Adding additional content and including more functionality to provide values at runtime is automated and easy to accomplish. Users can do this based on configuration set for templates when an is being generated. Single Sign On (SSO) SSO helps users log on to multiple applications with a single user ID and

9 password eliminating the need to memorize multiple user IDs and passwords for different systems. This saves time and enables easier adherence to application security policies at the bank. Standards based architecture Finacle CRM has a true n-tier architecture with distinct presentation, business logic, and database layers that allow the solution to scale to the requirements of large and regional banks alike. The solution also provides robust interfaces to a variety of backend systems. Seamless integration to Finacle core banking and e-banking solutions is available. Multilingual deployment Finacle CRM supports bi-directional language scripts and internationalization of data formats. The translation toolkit is a distinct value addition for banks looking to expand their global footprint. Analytics and reports The solution s reporting infrastructure allows report templates to be created in Jasper, an industry standard report generator. Reports can be generated at scheduled intervals with data collected from across Finacle solutions including Finacle CRM. Finacle also provides outof-the-box intelligence for customer analytics. The reports encompass analysis of customer profitability, sales, campaigns, and services. Finacle CRM is integrated with a real-time intelligent conversation and interaction management engine called Clari5 to add conversational tacit intelligence to customer interactions. Enterprise alerts Finacle enterprise alerts provide multichannel (SMS, MMS, and ) system notifications. Finacle supports the generation of event-based alerts, from any of the bank s transaction processing systems, keeping customers abreast of relevant information and change. Knowledge base management Business users at the bank can refer to the Finacle knowledge repository for frequently sought information about processes, service queries, and standard practices.

10 Business benefits Acquire customers aggressively Creating personalized, targeted marketing campaigns that generate demand and executing sophisticated multi-channel marketing strategies is streamlined with Finacle CRM. This optimizes marketing efforts and results in greater conversion of prospects. Enable targeted right-selling A comprehensive, 360 and single-source view into all the relationships customers have with the bank also enables banks to understand what else they might need. Finacle CRM supports robust customer analytics to deliver true relationship banking and create a pipeline of opportunities for right-selling. Finacle CRM can integrate with other white-labeled solutions to develop the right message for each customer. Increase operational efficiency Finacle CRM supports business automation for processes and business activities, eliminating manual tasks and reducing process time. Straight-Through-Processing (STP) abilities speed up turnaround and allow for speedy completion of tedious tasks. And the multilingual Web-based single repository of information enables remotely located bankers to collaborate and transact seamlessly. Lower the total cost of ownership Finacle CRM is future-ready because it is Web-based and built on open technologies that can be seamlessly integrated with other enterprise applications. The solution s robust architecture and proven scalability protects the bank s technology investments.

11 Finacle helps build tomorrow s bank Finacle from Infosys partners with banks, the world over, to accelerate innovation and unlock the value levers of their business. Creating and launching new offerings faster than the competition, increasing right-sell efficiencies and customer delight, while optimizing processes to support agile and cost efficient operations has never been easier. Bring customers to tomorrow s bank with Finacle CRM.

12 About Infosys Finacle Infosys Finacle partners with banks to transform process, product and customer experience, arming them with accelerated innovation that is key to building tomorrow s bank. For more information, contact finacleweb@infosys.com Infosys Limited, Bangalore, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights of other companies to the trademarks, product names and such other intellectual property rights mentioned in this document. Except as expressly permitted, neither this documentation nor any part of it may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, printing, photocopying, recording or otherwise, without the prior permission of Infosys Limited and/ or any named intellectual property rights holders under this document.