CSI CRM Platform August, 2014

Transcription

1 CSI CRM Platform August, 2014

2 About CSI CRM Platform CSI CRM Platform, is the first solution which provide full functionality to auto moto financial banks. The platform is the ideal environment working and management for the banking market, since it offers all the necessary tools for safe, fast, easy and complete management of Loans sector. No matter how a company runs it s business the platform can be adapted to a company needs. The CSI CRM Platform offers a variety of functionalities to front and backoffice users and managers as well. It helps them to analyze a portfolio and define their own business rules and automate their operations to maximize profit and work flow The CSI CRM Platform supports the most popular databases software such as AS/400, DB2,ORACLE,SYBASE,MSSQL,MYSQL, ACCESS,ERP SAP, ERP ATLANTIS, ΩMEGA,EXCEL, ETC. The platform includes Interfaces for data exchange with all database software that were mentioned above. It also provides the capability of on line real time data exchange too. Via these interfaces the system operates accounts of all Banks, Telecomunication Companies, Insurance Companies, Leasing companies etc.

3 User must type username & password log on to the system. CSI CRM Platform supports LDAP integration Based on SQL authentication, provides high level security policy rules

4 CSI CRM Platform main menu The system activates or disables buttons according to user s authority Fully customized solution User friendly and easy environment CSI CRM Platform combines the flexibility and hitech processing procedures, producing the best and most quick results. Segmentation procedure of actions for better productivity results Automated process through (action center, rules center, assign portfolio) Communication functionalities (Letterr shop, contact center, dialer, sms gateway)

5 Admin Set Up System Administrator can create users and define their authorities through Admin Set Up Option The system provides the capability to create Groups, Users and Roles (Front, Backoffice, Credit Officers, Underwriting users etc) Support Single Sign on functionality LDAP ready

6 There are 8 different basic properties for users a. Organization b. Departments c. User Level d. Groups e. User Oermissions f. Users g. External Users h. Users Locking Also there are 7 different sub properties which provides to users, more working roles (e.g. dialer roles CTI enable, CTIinbound,etc).

7 Data Set Up The module DATA SET UP provides capability to customize system tables. Only authorized users have access to this option. There is an example of some data tables below Product ( types & description) Predefined memo. Addresses, s, fax, phones Cooperators and invoicing policy (dealers, etc.)

8 External agents Vehicle status, parking areas etc. External Legal offices Assignment policy etc.

9 Vehilce Immobility Banks Extra Judicial docs Judicial curators

10 Action Center CompuCare, since 1997, introduced the concept of action codes to the CRM Systems. Each user action is coded and entered into the system. This enables the creation of automated functions in the system, since it can be generated sequence of actions, alerts, schedules and so on. CSI CRM Platform using predefined action codes, help all the departments to increase the operation productivity. Administrators which have autorized credentials, can create, modify or delete action codes, helping users to the daily production. The system provides two levels of action codes, the concatenation of them Creates the final action codes. Action codes based on tree structure, composed from root action code and sub action code. Root action codes are the trunk of the actions tree and the sub codes are the tree branches. Since the system provides different combination of action codes, offers the capabilities to create a total of action codes which covers all the operational range of necessary activities. As a result it reduce the operational cost and increase the productivity of any department (front office, back office, collection etc, is the most important benefit of CSI CRM Platform. Because of the customization capability, action center offers to users the most useful benefit of the system, since the use of action codes participate in all operating procedures.

11 In the main screen of action codes management, administrator has the capability, except the basic functionality of each action code, to give much more functions to each action code, such as gravity, priority, alert and so on.

12 At first, administrator has to create the roots action code, giving them the basic code using 3 digits, the name and a description. Then, administrator has to create, with the same way, the sub action codes.

13 Finally, administrator has to create action codes sequence, so that CSI CRM Platform execute automatic the sequential actions.

14 Except the usage of action codes, CompuCare, since 1997, introduced the concept of queue to the CRM Systems. Queue list is a mechanism which display to any user next action (e.g. phone call to customer, send , send fax, print letters etc.) This automated mechanism, provides to users the most important benefit, when they have to communicate via any kind of communication-with many many customers or when they have to do many actions, during working day. System provide the functionality, on line real time, to create, modify running rules of Queue list. This is one of the most important benefits, since depending of the working process, managers and supervisors can adjust any time the working policy. There are various criteria to do this, using a user friendly interface.

15 Contact Center The option CONTACT CENTER provides the capability to define and customize the way that clients will be contacted There are some contact ways below A) CTI Integration with PBX. Ability to choose method for phone number recognition from list box.* B) SMS. The system provides the capability to sent SMS using SMS application or WEB. Administrator can choose which of two options will be used.** C) Sending. Ability to create rules to send to clients from default account (e.g. Bank- Collection Shop Legal). In addition, administrator can create accounts for head of department or company and define receptors, so the system will sent them automatically reports they need.*** D)FAX Sending. There is an ability of integration with Fax Server and using it s tools to send FAX.**** E) Letters. Define rules to manage clients post addresses in order to send automatically letter, extrajudicial docs, payment statements etc. The system provides the capability to print Barcode on letters or Voucher of Courier Companies to sent any kind of documents.

16 Prerequisites * PBAX with Network interface and TAPI drivers ** SMS Gateway or CompuCare SMS Communication Server *** Exchange or server or account for this operation **** Fax server or Fax machine connected to Network.

17 Rules Center Running rules, one of the most important functionality of CSI CRM, can be configured, using various criteria, depending the scope of the working department. Thus, there are many different rules, for front end, back office, collections, credit officers, underwriters etc. On the sample screen below, displays the criteria for collection agents department. The option RULES CENTER provides the capability to define rules for automated Queue List operations. System administrator can prepare Queue list for single users as well as for group of users. Queue list can be configured using multiply criteria or ready filters. Administrator, can also set rules for automated processes using alerts. When one process or action code satisfy rules, then the system runs automatically the next process. Depending of communication ways usage, can adjust the running queries automatically.

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19 Assign Portfolio CSI CRM Platform offers the functionality, cooperated working with external (outsourcers) agents (companies free launchers). This can be done, using the option Assign Portfolio. Using various criteria Managers or Supervisors can create portfolio segmentation and assign all of them to external users (companies- free launchers). All the processes, of these assignments can be managed and audited from managers supervisors, during the time that these external agents have the authority working with these queues. Thus, CSI CRM Platform provide this functionality, which increase the productivity and reduce the management. Also this functionality, can be managed the invoicing process of these services from outsourcers and via online or batch interfaces keep informed the main system.

20 Through this functionality, CSI CRM Platform exchange data between different systems (banks-external agents).

21 M.I.S. Center This option offers one of the most important capabilities of CSI CRM Platform. As any new and hitech system, CSI CRM Platform, provide many standard predefined reports which inform any manager or user, directly, reliably and quickly, so as after considering the results and the statistics, to decide quickly the adaptation the work flow. It s obvious, that the reporting system of CSI CRM Platform, can be customized for any new installation, because of the new requirements of each client. One of the most important benefits of CSI CRM Platform is, the included query generator tool, which give the opportunity to an authorized user, to create his own M.I.S. reporting system, easy and quickly. The M.I.S. center, exports all the results, depending on the content, to MS Word and MS Excel format, so that the user can save all of them for future using. The main menu of M.I.S Center option, is on the below screen image.

22 User can select from the left area the type of report which is interested and then selecting various criteria, on the right area, to export the results.

23 Samples Reports Report 1

24 Report 2

25 Letter Shop The option LETTER SHOP provides the capability to create letters which will be sent to clients for any reason ( letters, extrajudicial docs, invoice statement, order of payment etc) All system s templates can be customized via this option. Only authorized users have access to this option. All outsourcing documents are created and managed via this option. All of the created documents are in MS Word format

26 Customers Management This module is the main module of customers management. Working on this, agents can create customers files using many various data, which describe everything about customer profile. The first time that customers goes in a branch (point of sales or service), front office users has to create the profile of customer and keep it informed any time that there is any kind of changes of these. Customers management of two core modules: a. Prospect Customers / SRT Showroom Traffic b. New / Existed Customers (Sales and Services) The key functions of the retail web application are the following: -up capability (it functions as a clientele database). Hellas s Dealers Network. added to the above key functions. Test Drives, Trade-ins, Models of Interest, etc. At the same time, the retail web application makes possible the registration and modification of data about customer traffic through the Bank Network, as well as the monitoring of customer traffic progress.

27 ins, Quotations, Orders, etc). (Test Drives, Trade- Loyalty Index, etc. process. need improvement in every stage of the effective Marketing campaigns are implemented.

28 Loan Application This option provides all the necessary functionalities to the front office users, when someone customer wants a retail loan, to buy an auto or moto. Clients has to give all the interesting information and then, the front office department submit the loan application. There is a working flow process, which forward the request to the credit control and credit scoring departments for the next steps of the loan approval phase. During these phase, front office take care. for the adducing of all necessary documents, of each one client. System has the automated functionality to inform the specific dealer, via SMS, FAX, , phone call, Letter, about all the outstanding documents. Thus, the disbursement of loan cannot start, until all necessary documents, have been adduced. Except private loans, there is the functionality, for companies and leasing loans, keeping all steps of working flow, but with some more necessary documents because of the different rules of each bank.

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30 Approved Loans Installments In case that a Loan application has been approved, then the system, automatically produce all the necessary data (accounts, installments etc) and inform the customer, about this process. Depending of customization rules, there are many various cases which have to be discussed separately in each installation. This process can be started when there is an agreement between the sides.

31 There is a queue list with all loan applications, which displayed on the screen of each front office agent. In this list, displayed all loan applications, in status format, so that all agents any time, know about the status of loan applications. According to the result, CSI CRM Platform produce automaticaly a sequence of actions, such as printing the loan contract, letters to the clients, payment schedule etc.

32 Collection Transactions In case that, there are no payments of loans on due dates, the system creates a queue list, with all of them and displays on the screen of collection department agents. CompuCare, since 1997, introduced the concept of buckets to the Collections Systems. Thus, Collection Transaction module of CSI CRM Platform, manage all the outstanding loans, according the bucket rules. The bucket rules follows the logic below. 1st Due dates nd Due dates rd Due dates and so on This method, supports the management of portfolio, giving to the collection department users, any necessary information about the customer. In the main screen of the Collection transaction module, there are a various of usefull information, which helps collection agents to contact with debtors and succeed the promise of payment. Using action codes, dialer and many other automated functionalities, agents can increase their productivity to the higher level.

33 Collection department work flow, based on strategy rules, using many high level criteria, so that the system produce automatically queue lists, which includes all the debtors, that must be contacted. Also, using dialer functionality (outbound-inbound calls, preview-power modes) the system offers the capability to contact with much more debts, using only the necessary collect agents, reducing the working cost. Our statistical data, reports that, using CSI CRM Platform there is a 120% increasing productivity, on each collection department (VWBank, is the most recently reference).

34 Data Exchange with Scoring System One of the most important step, in the loans approval phase, is the data exhange with scoring system. CSI CRM Platform, supports the process of this data exchange, so that any bank which are using such systems, can securely and with more success, to approve any loan application. This option, exports an excel file with various data, depending of customers files and data, for import from scoring system. Then, when the scoring system exports the results, using the opposite procedure, can import the scoring data into the CSI CRM Platform, for the next steps, for the loan approval.

35 Our platform, CSI CRM Platform, is the ideal environment of work and management for the banking sector, since it provides with a series of modules which at fields such as Credit, Scoring, Sales, Collections, Recoveries, Legal, offer all the necessary tools for safe, fast, easy and complete managing of their portfolios. Over 15 years CompuCare is at the forefront of the Banks sector CRM Systems, testament to which is the largely extensive installation of our applications at banks, Call Centers, collection agencies, leasing agencies, insurance companies, large law firms and other businesses. Our company, offers a full management and operational enviroment, using our software solutions and our high level services listed below. CompuCare Ltd, maintains in Athens in Katechaki Street, enterprise that develops applications of software which correspond to the needs of its customers and allocates suitable space for the growth of applications of computers. CompuCare provide, Services of Server Collocation from COMPANY to CUSTOMER through an appropriate Data Center (FORTHNET) in Greece, in order to monitor and support the overall computing environment, namely the server, the networks and communications, and all related connections. NATURE OF SERVICES : 1. Co-Location Hosting 2. Data Transfer 3. Monitoring Services, Basic. 4. Managed Services 5. Advanced Backup 6. Firewall 7. IPs Subnet 8. Supporting daily operations that cannot be executed by the Users of any Bank. 9. Provide Service Desk for trouble-shooting and handling users requests. 10.Disaster Recovery. On the security sector, CompuCare as authorized distributor of Centrify Inc. products, provide a safe and secure operating environment of services.