Customer Acquisition and Cross Selling at Every Opportunity

Transcription

1 Customer Acquisition and Cross Selling at Every Opportunity MULTI-CHANNEL DELIVERY BANKING CRM WEALTH MANAGEMENT LOAN ORIGINATION Ozkan Erener General Manager

2 2 Agenda VeriPark Introduction Multi-channel CRM ING Bank Turkey project Business Case Project Criteria Timelines Customer acquisition Inbound sales process Cross selling Outbound sales process Channel optimization Single View of Customer Single View of Customer

3 VeriPark Solutions provider specialized in finance Established in 1998 Headquartered in Istanbul. Banking know how Our Highlights: 2013, Microsoft Customer Excellence Awards Winner 2011 Microsoft Global Partner of the Year, Dynamics FSI 2010 Microsoft Global Partner of the Year, Dynamics FSI 2010 Country Partner of the Year, Turkey Microsoft Gold Certified Partner

4 References Customer acquisition cases DenizBank Dexia in Turkey 42,000 new customers in three months Kuveyt Türk Kuveyt Finance House in Turkey 27,000 new customers in one month TEB BNP Paribas in Turkey 25,000 SME loans booked in 3 years Operational excellence cases FinansBank Private banking saved 900K Euros a year DubaiBank Received Ethos Consultancy award of customer excellence Dubai Islamic Bank Automated Bulk Account Opening process VakifBank Customer care accelerator Reduced call handling times by 17% Cross-sell / up-sell cases DenizBank Online Selling 200,000 products sold online! Garanti Pension Increased sales team efficiency by 25% ING Turkey CRM implementation in 6 months

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6 2012 VeriPark ING Bank Turkey CRM Project

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10 Mortgage Calculator

11 Implementation timelines Implementation Milestones Jul 26, 2010 Aug 4, 2010 Sep 24, 2010 Nov 5, 2010 Dec15, 2010 Dec 21, 2010 Kick-off & Requirements Gathering Technical Analysis Sign-off & Software Development Demo Production Installation ve Trainings Data Completeness Tests CRM-Tool-for-Retail-Banking-Sales-Agents-in-Just-Four-Months/

12 2012 VeriPark Customer Acquisition

13 2013 VeriPark Management Sales Dashboard Campaigns Dashboard Origination Dashboard OPEX Dashboard KPIs, SLAs, TATs Targets vs Actuals Direct Channels Web site Call center / Tele sales unit ATM Internet banking Mobile banking Unqualified Leads Qualification Eligibility De-dup Opportunities Assets Products Direct Sales / Tele Sales Finance Origination Phone calls CRM Automatic Opportunity Closures Core Banking Walk-in customer Customer referralls Qualified Leads Branches Eligibility De-dup Blacklist check Opportunities Liability Products Branches Account Origination Staff referralls Offers Targeting market lists Sales literature Competitor information Cross sells and up sells Marketing Product Management

14 2012 VeriPark Cross Selling

15 2013 VeriPark Management Sales Dashboard Campaigns Dashboard Origination Dashboard OPEX Dashboard Branches Products Target Market Lists CRM Campaign Management Phone Calls Messages TeleSales SMS Responses CRM Sales Force Management Assets, Bankassurance Direct Sales / Tele Sales Automatic Opportunity Closures Finance Origination Core Banking Marketing Offers, Campaigns Banners ATM Liability, Investment Branches Account Origination Internet Banking E-Statements

16 Single Customer View Products / Offers / Alerts / Cases 2012 VeriPark

17 Business Need for Single View Cross sell / up sell tool Provides targeted campaigns information Eligible products information Servicing efficiency Loads up in 5 seconds Consolidates many screens into one screen Alerting tool Increased compliance Pro-active actions management Consolidated interactions history Interaction history display tool

18 Single View for a retail banking client

19 Eligible products and purchasing propensity is displayed on 360 and with one click user can see history of product sales attemps

20 Interaction timeline shows all the contacts made with the customer showing the content and channel of the interaction

21 Questions and Answers Representative in Switzerland Ozkan Erener General Manager VeriPark [email protected] In Partnership with Swisscom (Schweiz) AG Müllerstrasse 16, 8008 Zürich