CRM Presentation 2013 VeriPark 1
Agenda VeriPark introduction VeriTouch overview Single customer view Call center automation Complaints and service requests Master data management New customer enrollment Investor profiling Lead generation Event management Suggested Implementation Plan 2013 VeriPark 2
VeriPark Software house specialised in finance Established in 1998 305 employees Headquartered in Istanbul Banking know how Our Highlights: 2013 MS Customer Excellence Award Winner 2011 Global Partner of the Year, Dynamics FSI 2010 Global Partner of the Year, Dynamics FSI 2010 Country Partner of the Year, Turkey Microsoft Gold Certified Partner 2013 VeriPark 3
VeriPark Axeed Partnership Our Partnership Axeed: Local MS CRM Specialist Local project management Local implementation Local language Local support VeriPark Delivers VeriTouch software Remote customization Remote support Remote resources 2013 VeriPark 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 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 2013 VeriPark 5
VeriTouch Features Enterprise CRM for universal banking 360 degree view of customer Accounts and cards, policies Alerts & offers Interaction history Customer master data New customer enrollment & KYC capture Static data updates Campaign management Targeted lists based offers Lead distribution to branches Sales management Product wise pipeline Lead capture at the branch and call center Performance scorecard Complaints and service requests Complaint capture & assignment SLAs and escalations Contact center IVR / CTI integration 360 pop-up & unified agent desktop Segmentation Client migration Value proposition Retention & Loyalty Surveys, Loyalty Tiers Branch front office Teller Seller Customer on-boarding Advisor 2013 VeriPark 6
The Single View Products / Offers/ Alerts / Interactions 2013 VeriPark 7 7
Business need for Single View Servicing efficiency Loads up fast Consolidates many screens into one screen Cross sell / up sell tool Provides targeted campaigns information Eligible products information Alerting tool Increased compliance Pro-active actions management Interaction history display tool 2013 VeriPark 8
Single View for a retail banking client 2013 VeriPark 9
Interaction timeline shows all the contacts made with the customer showing the content and channel of the interaction 2013 VeriPark 10
Eligible products and purchasing propensity is displayed on 360 and with one click user can see history of product sales attemps 2013 VeriPark 11
Single View for a corporate banking client 2013 VeriPark 12
The Contact Center 2013 VeriPark 13 13
Call center pop up Agent pop up has the most common functions and a link to 360 degree 2013 VeriPark 14
Call center as a profit center Service requests Balance inquiries, cheque inquiries, due date inquries Statement requests, by e-mail, by fax Card activation, de-activation, pin setting Stop lost card, cheque book request, other maintenance requests Bill payments, card payments, mobile top ups Transfers, remittances User profile maintenance, address change, mobile no change, etc Loan application, supplementary card application, overdraft activation Single view 360 implementation Lead capture INBOUND Product / campaign inquiry Complaints capture Knowledge base Sales Campaigns Target List based campaigns Scripting support Queue based call distribution Auto-dialer enabled Inbound calls re-sysnc Sales fulfilment Campaign performance and conversion rate reporting Exclusion list support Collections OUTBOUND Satisfaction surveys Information calls Event based selling Internet banking customer care Account unblocking Limit verification Call me back 2013 VeriPark 15
Lead Capture At Call Center Capturing customer details Capturing product interests Asking customer preferences Assigning to sales team Follow up by «My Referrals» report 2013 VeriPark 16
Banking transctions access from the same window in CRM 2013 VeriPark 17
The Customer Experience Complaint Inquiry Suggestion 2013 VeriPark 18 18
Complaint resolution in CRM Simple vision: Customer tells the story only once!, They receive an SMS, Thank you for your feedback, this is your tracking number Complaints are assigned to queues for operations (26 queues defined), Card ops / Cash ops / IT / Admin / Branch queues SLA s are defined on segments and priorities of complaint types, 2013 VeriPark 19
A Sample Process 2013 VeriPark 20
Rich Set of Complaints Are Automated Rich set of complaints are automated 2013 VeriPark 21
Complaints dashboard Complaints Dashboard 2013 VeriPark 22
Master Data Management Enrolment / Data Update 2013 VeriPark 23 23
New Customer Enrollment Process New customer enrolment Internal black list search Central bank search World Check Automatic de-duplication on save Field validations enforcement New account opening Manager approvals Policy enforcement KYC requirements capturing Maker checker process Automatic facilities Cheque book application Debit card application SMS banking subscription Welcome kit 24 2013 VeriPark
New customer enrollment process Define Prospect in CRM Central Bank Check Internal Black List World Check (AML) Print forms Account opened (Debits only) Manager approval (if required) Open Current Account Generate CIF in Core Scan forms to CRM Apply debit card, apply sms banking Scan signature Account activated by BO 2013 VeriPark 25
Account openning Automatic form printing Joint account support Debit card application SMS banking subscription Cheque book request Rule enforcement Manager approvals Maker / checker controls Improved productivity Reduced TATs 2013 VeriPark 26
Investor Profiling and Placement 2013 VeriPark 27 27
Any survey can be automated in CRM 2013 VeriPark 28
Each question response is linked with the customer 2013 VeriPark 29
Survey results are reflected to the custome record 2013 VeriPark 30
Customer Info Update Process All customer info updates will be done by CRM LOB systems should not update customer static information Changes can be audited Before / after values Changes will trigger update processes to LOB systems 2013 VeriPark 31
Information Update Auditing All customer changes leave audit trail Before / after values Signature view available 2013 VeriPark 32
Segmentation Criteria / Promotions / Demotions 2013 VeriPark 33 33
Segmentation Segments are defined in CRM Segment mappings are defined in CRM Promotions / Demotions calculated at certain intervals Approval tasks are sent to RMs 2013 VeriPark 34
Segmentation criteria is defined as a search filter 2013 VeriPark 35
Life Stage Based Segmentation 2013 VeriPark 36
Financial HealthCheck Advisory Tool 2013 VeriPark 37
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Visits and Call Plans Call reports / Surveys / Contact frequency 2013 VeriPark 39 39
Structured meetings and call plans Sales follow up Sales planning Contact customer Meeting the right customer the right way: -AUM -RUM -Profitabiliity -CSI -Household income Meeting follow up 360 or 720 meetings Meeting preperation Appointment distribution Meeting note entity Lead capture form Sales process 2013 VeriPark 40
Call plans and frequencies Segment Call 1 ( 1-10 days) Call 2 (30-40) Call 3 (60-70) New Welcome package Did you like the package Affluent Want e-services access? Want overdraft limit? Private Welcome to private banking. Client profiling questionaire Have you opened internet banking? Have you used chauffer drive feature? Interested in investing in modern art? Segment Frequency of call New 90 Affluent 45 Private 30 2013 VeriPark 41
The Sales Machinery Lead Generation / Lead Convertion / Cross sell / Up sell 2013 VeriPark 42 42
Inbound sales process 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 2013 VeriPark 43
Outbound sales process Management Sales Dashboard Campaigns Dashboard Origination Dashboard OPEX Dashboard Branches Products Target Market Lists CRM Campaign Management Phone Calls Messages TeleSales SMS E-mail 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 2013 VeriPark 44
Lead Generation Lead Capture / Assignment / Cross -Sell / Up-Sell 2013 VeriPark 45 45
Campaign management Campaign = an offer within limited time, Savings account campaign with a promotion A cross sell example: Find customers with fixed deposit accounts of more than 100,000 Euro value and offer them the new savings account. 65,000 people to call!!! How can we distribute these phone calls to branches and telesales team 2013 VeriPark 46
Define the campaign Define the campaign 2013 VeriPark 47
Associate with marketing lists Associate with targeting lists 2013 VeriPark 48
Prepare the call script 2013 VeriPark 49
Distribute 65,000 phone calls to a team of 50 2013 VeriPark 50
Then monitor execution Then monitor execution 2013 VeriPark 51
Event Management 2013 VeriPark 52 52
Event management Planning for events, capturing attendance and organizing follow up Event planning Invitation sending with registration link Event web based registration Secure are for event registration Event attendance tracking 2013 VeriPark 53
Attendance tracking 2013 VeriPark 54
Suggested Implementation Plan 2013 VeriPark 55 55
Suggested Implementation Plan The sales machinery Portfolio management New customer enrolment Customer experience management Single view / Call Center Service Requests In Parallel 2013 VeriPark 56
Questions and Answers Ozkan Erener +971 4 304 2438 VeriPark www.veripark.com oerener@veripark.com 2013 VeriPark 57