ISM PROJECT

GROUP MEMBERS:

Sabah Anis FA18-MBAP-0090

Syeda Atiqa Khursheed FA18-MBAP-0118

SUBMITTED TO: Manoj Kumar.

 TABLE OF CONTENT

MANAGEMENT PART

 INTRODUCTION
 ABOUT ORGANIZATION
 ORGANIZATION STRUCTURE
 BUSINESS PROCESS AND BUSINESS FUNCTION
 INFORMATION FLOW

TECHNOLOGY PART

 CURRENT INFORMATION SYSYTEM

 HOW IT WORKS
 FLOWS IN CURRENT INFO SYSTEM
 SUGGESTION TO IMPROVE THE SYSTEM
 EVALUATION
 SUMMARY
 MANAGEMENT PART

Introduction:

On March 15, 2006, a new banking company, JS Bank Limited (JSBL) was incorporated by
Jahangir Siddiqui. In December 2006, the branches of the American Express Bank in
Pakistan were acquired and merged with JSIBL to commence the functions of the newly
established bank named as JS Bank ltd.

JS Bank continued to maintain its steady growth despite a challenging operating environment.
With all divisions expanding their operations and delivering robust performances, JS Bank has
moved one step ahead in developing a market niche for itself. All the products and services
being offered by JS Bank have been tailored to suit the clients’ preferences, ensuring their
complete satisfaction The Bank has a large branch network of 323 branches in 161 cities. This
extensive network has been established within a short span of 12 years.

The CEO of JS Bank ltd

Basir Shamsi,

CHAIRMAN

Mr. Suleman Lalani

Board Of Directors

 Mr. Adil Matcheswala ,

 Mr. Ashraf Nawabi,Mr.

 G.M. Sikander,

 Mr. Kalim-ur-Rahman,
  Mr. Munawar Alam Siddiqui

 Ms. Nargis Ghaloo,

ABOUT ORGANIZATION:

MISSION :

“To be a world class bank providing innovative financial services to its customers
through a motivated team of professionals, supported by the latest technology, whilst
maintaining high ethical standards, creating value for all its stakeholders, and
contributing to the society through responsible and sustainable development”.

VISION :

“To be the most innovative, customer centric and responsible bank in Pakistan”

With our innovation wheels turning 24/7, we strive continuously in our progression towards
maintaining excellence in processes as well as product and service. We give highest priority to
customer satisfaction and follow through on our commitment. This can be attested to by our
customers.
CORE VALUES :

1) Team Work
2) Quality
3) Innovation
4) Integrity
5) Respect
6) People Developement

Products

1) Investment banking
2) Consumer banking
3) Credit cards & saving

PERSONAL PRODUCTS & SERVICES Deposit Products • Current Accounts • Savings

Accounts • Foreign Currency Accounts • Term Deposit Accounts •Loans • E-Banking • Debit
Cards • Mobit • SMS Facility • E-Statement • Services Wealth Management • Saving and
Investment Plans • Health Insurance • Life Insurance • General Insurance(All Rounder) •
Investment Products

BUSINESS PRODUCTS & SERVICES Corporate • Corporate Financing • Financial

Institutions • Investment Banking • Trade Financing• Agri & SME • Short Term Finance •
Short Term Trade Facilities • Finance against Imported Merchandise • Finance Against Trust
Receipt • Export Finance Facilities • Pre-shipment (own sources) • Post shipment (own
sources) • Bank Guarantees • Long Term Exposure
CREDIT CARD & DEBIT CARD

CREDIT CARD :

• CLASSIC CREDIT CARD • GOLD CREDIT CARD • SIGNATURE CREDIT CARD •

PLATINUM CREDIT CARD • TITANIUM CREDIT CARD •

DEBIT CARD :

• CLASSIC DEBIT CARD • GOLD DEBIT CARD • PLATINUM DEBIT CARD AND
SIGNATURE DEBIT CARD.

INSURANCE

• EFU LIFE INSURANCE • ADAMJEE INSURANCE • JUBILEE LIFE INSURANCE • IGI

LIFE INSURANCE

CONSUMER FINANCE PRODUCTS

• Auto Finance

• Home Finance
 BUSINESS PROCESS :

Banking Business Process are typically defined by industry analysts, advisors and leaders in
the sourcing industry, such as the set of discrete processes or transactional activities that
support the lending lifecycle as follows:

 New customer acquisition services include telemarketing activities, application

processing, underwriting, customer or merchant credit evaluation and verification, credit
approval, document processing, account opening and customer care and on-boarding.
 Account servicing processes for credit cards or consumer loans. These most commonly
include payment processing systems and services, customer service or call center support
operations (voice, digital, email and mail services), product renewals, and loan
disbursement; document management services such as printing and mailing of statements,
networked printing and storage solutions; collections, recoveries processing, default
management, risk management and foreclosure.
 Consumer and commercial lending post origination transaction processing services, such as
check processing, clearance and settlement services, remittance, and records management.
 Back office transaction process management for loans or credit card portfolios, including
custody services, fraud mitigation and detection, regulatory and program compliance,
portfolio analytics, reporting, conversions, management of technology platforms, interface for
customer data and custom development.

BUSINESS FUNCTION
  Sales & Marketing: This Department’s Main Function Is To do a marketing of
the organisation’s product and also taking care of the sales of the organisation’s
products, meeting the organization’s goals and objectives.

 Finance:
This Department manages The Organization’s finance related activity, like certain investment
for future benefit of a company or what project to be invested in future that will benefit
the company in foreseeable future.

 Accounts Department:
This Department manages the department of Maintaining The Organization Financial Records
(Receipts, Pay Checks Etc) For The Flow Of Funds.

 Human Resources:
This Department’s job is to develop policies for the company, provide training and
development program for the employees, give rewards over performances and etc.

(The Above Mentioned All The Departments Worked As An Integrated

departments To Achieve The Organization’s common Goals)
 TECHNOLOGY PART

CURRENT INFORMATION SYSTEM:

CRM:
In CRM (customer relationship management), CRM software is a category of software that
covers a broad set of applications designed to help businesses manage many of the following
business processes:
 customer data
 customer interaction
 access business information
 automate sales
 track leads
 contracts
 marketing
 customer support
 clients and contacts
 support vendor / partner relationships
 employees
 knowledge and training
 assets or resources

WORKING OF CRM:
 At the most basic level, CRM software allows marketers and sales people to manage and
analyze relationships with the company’s actual and potential customers. It enables tracking
every interaction with the company and collects information about the customer. This way,
when speaking to a customer, the marketer always knows who they are and sees their history
with the company. This makes the interaction more personalized, increases the chances of
conversion, and encourages customer trust and loyalty.

CRMs include functionalities which allow you to track customer/company interactions through
various available touchpoints, including those from:

 Contact forms
 Search engines
 Emails
 Phone calls
 Social media

The software takes care of certain processes—it can offer automation of marketers’ repetitive
tasks, sets reminders for important events, and displays alerts if things really need attention.
Some CRMs also offer analytics capabilities, allowing you to track the efficiency of various
marketing efforts to generate leads and conversions.

CRM software, in combination with marketing automation, provides sales and marketing
teams with a set of tools to manage the entire sales and marketing funnels, from lead
 qualification to opportunity management, forecasting, and deal closure.

FLOW’S IN CURRENT SYSTEM:

End-to-end management of the sales funnel involves a combination of marketing-automation

(top of the funnel) and CRM functionalities (bottom of the funnel) systems. We are witnessing
the trend that many popular CRM platforms either acquire or develop their own
marketing-automation systems to offer the functionality. HubSpot, for example, offers both,
while other CRMs enable easy integration with other marketing-automation systems.

Here’s a list of functionalities typically offered by a CRM platform:

 Lead management: A CRM tracks the company’s leads, allowing marketing teams to
enter new leads into the system (automatically or manually) and to track and analyze data about
them.
 Marketing automation: Some CRMs like HubSpot and Salesforce offer
marketing-automation functionalities to automate certain tedious tasks in the funnel. For
example, the system can automatically send customers marketing emails at times set by the
 marketer, or publish social media posts according to a schedule. The goal of marketing
automation is to keep sales leads engaged and to help turn them into paying customers.
 Sales automation: CRMs can track customer interactions and automate selected business
functions of the sales cycle that are necessary to follow leads and attract and obtain new
customers.
 Workflow automation: CRM systems help businesses optimize processes by
streamlining mundane workloads, which enables employees to focus on creative and more
high-level tasks.
 Analytics: CRM solutions can offer built-in analytics tools that offer insights and help boost
customer satisfaction rates. A marketer can analyze the data and create targeted campaigns
accordingly. CRM analytics help to track attribution and provide insights into the quality of the
customer experience.
 Artificial intelligence: CRM solutions like Salesforce offer AI capabilities built into their
systems to help automatically recognize patterns leading to successful sales, which can help
you build more accurate strategies for future marketing efforts.
 Individualized customer experiences: You can also use a CRM to create personalized
and consistent experiences for your potential customers across various marketing channels,
which may help increase conversions and boost brand awareness.

SUGGESTION TO IMPROVE SYSTEM:

4 simple ways to improve Our existing CRM system

Is Our CRM starting to slow you down? Almost every company needs CRM jump start now
and again. Compiled by our CRM experts, here are four easy ways to improve the efficiency
and performance your existing CRM system for little to no cost.

1. Curb CRM employee knowledge erosion:

Most new employees only learn 80% of what the previous employee training them on the
system knew how to do. Many users may be performing functions in the system without
knowing why. Employee turnover exacerbates this knowledge erosion problem. If your
company has had a lot of turnover since your initial CRM implementation consider holding
instructor led training by an outside consultant or even training led by an internal CRM
super-user to save on costs.

2. Consolidate disparate systems:

Running multiple disparate systems can be inefficient and error-prone. Look at outside systems
Our company may be running and ask your CRM partner if they offer the same functionality.
CRM providers come out with new functionality every year so there is a chance they may now
have what you are looking for. And the cost of new functionality often comes down each year.
So if you developed a side system because you could not afford the CRM module ask your
CRM partner for the latest price on that functionality.

3. Eliminate Obsolete Reports:

Is Our company producing daily, weekly or monthly reports from the CRM system or CRM
system data that no one reviews? Many companies add to the lists of reports they want to see,
but don’t often eliminate reports they are no longer using. Sit down with various management
departments and review the CRM reports they use and get rid of those that are obsolete.

4. Improve System Performance with Data Archiving:

Our company ever done a comprehensive delete/archival of old data? If not then performing a
comprehensive delete and archival of old system data may significantly improve your CRM
system’s performance

EVALUATION:
Modern CRM systems are evolving and starting to offer functionalities beyond what they
currently do compiling customer data across different channels. We are seeing social media
integration, AI, holistic profiling, and much more.

By partnering with a company offering custom CRM development, you can expect that the
resulting CRM solution will be scalable and ready to grow along with your company by closely
reflecting its processes and seamlessly integrating with existing systems.

This is also an opportunity to tap into emerging technologies and become the trailblazer with
competitive advantage in the industry—long before the off-the-shelf vendors catch up.

SUMMARY:

Customer relationship management (CRM) covers methods and technologies used by

companies to manage their relationships with clients. Information stored on existing customers
(and potential customers) is analyzed and used to this end. Automated CRM processes are
often used to generate automatic personalized marketing based on the customer information
stored in the system.
THANK YOU.