TouchPoint Sales: Tools for Accelerating a Multi-Channel, Customer-Focused Sales Process. Kellye Proctor, TouchPoint Product Manager

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1 TouchPoint Sales: Tools for Accelerating a Multi-Channel, Customer-Focused Sales Process Kellye Proctor, TouchPoint Product Manager

2 Migrating To a Sales 2.0 Culture Changing Institutional Behavior and Understanding Values and Attributes Early Sales Culture Sales volume Product-based sales Mass-market efforts Push communications Talking from the script Incomplete sales tracking Bank s advocate Formal coaching and feedback Sales 2.0 Culture Sales value Relationship-based sales Targeted customer efforts Permission communications Listening for opportunities Automated reporting Customer s advocate Formal coaching and feedback Source: TowerGroup 2

3 Fax Face to Face Web Phone Mail Point of Sale Configurable Business Processes 360 Customer View Service Oriented Architecture CRM Enterprise Deployment 3

4 TouchPoint All Channel Solution TouchPoint ATM TouchPoint Branch Online TouchPoint Call Center Mobile TouchPoint Banking Services and Processes (Xpress) Account Opening TP Marketer TP Cross-Sell ATM Services TP Teller TP Sales TP Service Xpress Integration Framework Systematics Profile Decision Solutions Non-FIS Cores Other FIS Solutions 4

5 CRM Architecture Footprint Marketing Customer Information Decision Support Campaign Management Call Center Host / Legacy Data Workflow Hub and Spoke Distributed Architecture Management Front-end Applications Sales and Prospecting Data Warehouse Contact History 5

6 Marketing, Information and Technology A Three-Legged Stool A conceptual relationship linking marketing efforts, information, and technology assets Marketing Information Technology Customer Loyalty Customer Satisfaction Customer Experience Customer Engagement Process Management Customer Intelligence Business Intelligence Knowledge Management Customer Management Process Management Legacy System Replacement Service-Oriented Architecture Data Management and Governance Security / Fraud Management Process Management Source: TowerGroup 6

7 Data Mining Profitability Analysis Predictive Modeling Customer Segmentation Campaign Execution Data Warehouse and Marts Relational Database Management Data Hygiene and Standardization Plan Target Learn Act Import and Distribute Campaigns (Marketer) Generate and Manage Leads (Sales) Originate New Accounts (Account Opening) Campaign and Sales Dashboards (Business Intelligence) TouchPoint Components Non-TouchPoint Components

8 Marketing Identifying profitable customers requires comprehensive customer information (e.g., demographics, segmentation, profitability) and a sophisticated scoring model or analytics to identify their potential. 3rd Party List Marketing Customer Information Analytics Decision Support Hub and Spoke Distributed Architecture Campaign Management Scoring Data is compiled from a variety of sources. Analytical engines then score or segment prospects based on models that show value and behavior of individual. Sales and Prospecting Data Warehouse Contact History 8

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17 View Action Plan 17

18 Selling and Account Origination Customer / Prospect Data Referrals / Opportunities Product Information Product Pricing Existing data is used to generate leads and campaigns, which are distributed to each customer touch point. The customer interaction is personalized based on segmentation data. Workflow Campaign Management Hub and Spoke Distributed Architecture Sales Management Management Front-end Applications: Needs Assessment Scripting Product Presentation Rates / Fees Account Origination Call Center 18

19 Targeted Cross-Sell Efforts Across Channels Customer data Prospect data Product information Product pricing Front-end Applications: 19

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29 Actionable Business Intelligence Sales Marketer Account Origination ETL Server TouchPoint Hub and Spoke Distributed Architecture Xpress Front-end Reports and Dashboards Sales and Prospecting Campaign Management Contact History Enterprise Reporting Server 29

30 Sales Management Intelligence Sales Pipeline and Lead Management Analysis Referral Management Analysis Campaign Sales Analysis Sales Behavior Analysis Product Sales Pipeline Analysis Win/Loss Analysis Demographic Sales Management Analysis Sales Analysis Across Customers and Prospects Sales Analysis Across Business and Retail Banking Dashboards help monitor what happened Integration of dashboards with detailed reports enable decision-makers to drill down and analyze operational factors that influence performance 30

31 IBS Update David Monday

32 Thank You Kellye Proctor

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