AMDOCS CRM FOR FINANCIAL SERVICES INSTITUTIONS

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1 AMDOCS CRM FOR FINANCIAL SERVICES INSTITUTIONS

2 THE NEED FOR CRM EXCELLENCE In today s highly competitive and challenging environment, financial services institutions can no longer base their strategy primarily on growing market share. In order to sustain profitability, financial service institutions must move to a business model that adopts an integrated customer management approach for complete management of the customer lifecycle. The focus must now be on developing individualized relationships designed to maximize total customer lifetime value by identifying, retaining, and growing profitable customer relationships. Only with a single, real-time customer view can financial service institutions fully understand the customer relationship, recognize how to meet the customer s requirements, and thereby reduce attrition by maximizing transactions with the customer. Amdocs CRM provides a unique solution for financial service institutions aspiring to evolve into the role of multi-dimensional providers of customer-focused financial services. Amdocs CRM solutions currently support more than 90 financial service institutions worldwide, and our extensive experience has led us to develop a CRM solution with an unparalleled depth of functionality that specifically addresses the critical requirements of this evolving market. This includes a workflow process already predefined for financial services, a single customer view via a single, easy-to-use screen, business intelligence through partnership with SAS, an industry-specific data model, and an open, standards-based, interoperable architecture.

3 HOW CAN YOUR BANK BENEFIT? > Improve customer experience > Reduce operational cost in call centers and delivery channels > Manage complex corporate structures for improved relationship management > Achieve compliance, auditing, and reporting through a centralized customer management and integrated product terms & conditions > Ease the consolidation and re-alignment of your organization > Use advanced tools for up-sell and cross-sell of banking products > Stop revenue leakage, make sure benefits are granted and tracked correctly, and apply sales governance > Improve the overall competiveness of the bank PROVIDE CONSISTENT SERVICE AND MAINTAIN BUSINESS LOGIC ACROSS DELIVERY CHANNELS By managing and tracking customer interactions across all lines of business and contact channels, Amdocs CRM s workflow engine and configurable business processes enable financial service institutions to standardize important processes across channels, provide consistent service, and increase customer service efficiencies. The product ensures that customer service representatives receive straightforward, online access to the single customer interaction database in order to reduce service response times and streamline customer contact handling and resolution. ENABLES TRUE, INTEGRATED CUSTOMER INFORMATION Amdocs product portfolio is designed to enable an integrated approach to customer management, placing the primary business focus on the key asset the customer. Amdocs CRM Customer Information File provides a single customer information repository across all lines of business. Critical business processes, such as Customer Registration, are seamlessly linked to the customer, enabling the bank to access, share, and act upon real-time, contextsensitive customer information through a single customer view. Integrated customer management overcomes the challenge of reducing costs, while building stronger, more profitable customer relationships. THE CLEAR CHOICE FOR CRM SUCCESS With an unparalleled track record of over 25 years of success and accountability in implementations for the world s largest corporations, we are 100% committed to fulfilling our customers CRM goals a commitment that lasts long after the sale. Customer strategy requirements are often complex, and their solutions equally so. Our extensive Amdocs CRM capabilities can be further enhanced with solutions from the Amdocs product portfolio and our focused group of partners, strategically selected to maximize our ability to support every CRM strategy, and ensure our commitment to assist our customers in achieving greater return on investment. The unique combination of these capabilities enables Amdocs CRM to deliver measurable results for every customer management strategy, today and into the future. Because of the (Amdocs CRM) implementation...cortal Consors entire organization is more customer savvy, its overall performance operations have dramatically improved, new services are being delivered, and customer satisfaction has increased. IDC - Karen Moser

4 SOLUTION HIGHLIGHTS WORKFLOW AND BUSINESS PROCESSES Streamline business processes to allow customer-centric approach, to meet customer expectations and commitments. Achieve full workflow and process management capability, supporting complex processes such as help desk support, customer registration, and approval processes. Reduce the cost of service through process automation and integration with other bank systems. MULTI-CHANNEL CONTACT CENTER Provide a unified agent portal with consistent customer service across all lines of business, and reduce cost of service through contact center consolidation. Have an integrated customer view and interaction history across channels. Improve agency efficiency and effectiveness through an innovative, high-performance user interface design. Utilize best-in-class high-volume contact center and customer service/support functionality, resulting in optimal customer experience to maximize the value of each customer interaction. Empower agents with accurate, real-time customer insight to leverage each interaction to increase customer value and loyalty. Amdocs CRM is pre-integrated with the industrialstrength Amdocs Fee Manager, which provides an integrated customer view from the fee management perspective. CUSTOMER INFORMATION FILE Single input point and repository for customer information across lines of business. Complex relational customer structure for all accounts that the customer owns, both privately and collectively. Easy update and maintenance. Eligibility rules, qualification, restrictions, or benefits at the customer level. Minimal data redundancy fewer errors. CUSTOMER REGISTRATION Structured step by step Customer Registration process reduces cost of service through process automation. Electronic scanned signature and proxy rights. Customer eligibility rules, qualification, restrictions and benefits at the customer level. Attached forms and correspondence material. A standalone and single application can be outsourced. Manages customer due diligence. HELP DESK SERVICE MANAGEMENT Ability to handle complicated support-related tasks in a collaborative environment. Ability to identify trends and resolve issues before more customers are impacted. Reduce risk of IT change having an impact on service quality. Ability to meet service-level agreements with IT departments.

5 Amdocs CRM AMDOCS DYNAMIC BANKING Bringing the benefits of integrated customer management to the global banking industry Specifically designed for the banking industry, Amdocs Dynamic Banking is a componentized solution framework that collectively enables: > Innovative relationship-based pricing across lines of business > Quick development and introduction of attractive product bundles > Efficient management of customer data and product catalogs > Integration across customer channels > Advanced customer-specific rating and billing capabilities > Low-risk modernizing of core systems, lowering IT costs For more information, visit AMDOCS OFFERING FRAMEWORK for FINANCIAL SERVICES ABOUT AMDOCS Amdocs is the market leader in customer experience systems innovation, enabling leading financial services institutions to deliver an innovative, integrated and intentional customer experience at any point of service. Our Dynamic Banking solution framework, including software and consulting services, allows banks to increase the value of their customer relationships. Through a low-risk, componentized and phased approach to system modernization and consolidation, we help enrich the banking experience, lower operating costs, and grow revenue and profitability. A global company with revenue above $3 billion, Amdocs has over 18,000 employees and serves customers in more than 50 countries around the world. For more information, visit Amdocs at Amdocs has offices, development and support centers worldwide, including sites in: THE AMERICAS: ASIA PACIFIC EUROPE, MIDDLE EAST & AFRICA: BRAZIL AUSTRALIA CYPRUS IRELAND RUSSIA CANADA CHINA CZECH REPUBLIC ISRAEL SPAIN MEXICO INDIA FRANCE ITALY SWEDEN UNITED STATES JAPAN GERMANY NETHERLANDS TURKEY THAILAND HUNGARY POLAND UNITED KINGDOM For the most up-to-date contact information for all Amdocs offices worldwide, please visit our website at Copyright Amdocs All Rights Reserved. Reproduction or distribution other than for intended purposes is prohibited, without the prior written consent of Amdocs. Amdocs reserves the right to revise this document and to make changes in the content from time to time without notice. Amdocs may make improvements and/or changes to the product(s) and/or programs described in this document any time. The trademarks and service marks of Amdocs, including the Amdocs mark and logo, Ensemble, Enabler, Clarify, Return on Relationship, Intelecable, Collabrent, Intentional Customer Experience, Cramer and Qpass are the exclusive property of Amdocs, and may not be used without permission. All other marks are the property of their respective owners. ACB_9-07