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    CRM Solution

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    Nitika Gupta
    The document discusses Finacle CRM Solution, a modular customer relationship management solution that enables banks to improve customer experience and leverage opportunities for cross-selling. It provides a 360-degree view of customers across channels through modules like customer information management, loan origination, sales, marketing and service. Finacle CRM Solution helps banks enhance customer acquisition, cross-selling capabilities, operational efficiencies and reduce costs through its integrated and scalable design.

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    CRM Solution

    Uploaded by

    Nitika Gupta
    357 views8 pages
    The document discusses Finacle CRM Solution, a modular customer relationship management solution that enables banks to improve customer experience and leverage opportunities for cross-selling. It provides a 360-degree view of customers across channels through modules like customer information management, loan origination, sales, marketing and service. Finacle CRM Solution helps banks enhance customer acquisition, cross-selling capabilities, operational efficiencies and reduce costs through its integrated and scalable design.

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    Crm Solution

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    The document discusses Finacle CRM Solution, a modular customer relationship management solution that enables banks to improve customer experience and leverage opportunities for cross-selling. It provides a 360-degree view of customers across channels through modules like customer information management, loan origination, sales, marketing and service. Finacle CRM Solution helps banks enhance customer acquisition, cross-selling capabilities, operational efficiencies and reduce costs through its integrated and scalable design.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    357 views8 pages

    CRM Solution

    Uploaded by

    Nitika Gupta
    The document discusses Finacle CRM Solution, a modular customer relationship management solution that enables banks to improve customer experience and leverage opportunities for cross-selling. It provides a 360-degree view of customers across channels through modules like customer information management, loan origination, sales, marketing and service. Finacle CRM Solution helps banks enhance customer acquisition, cross-selling capabilities, operational efficiencies and reduce costs through its integrated and scalable design.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
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    The document discusses that banks are facing challenges in retaining customer trust and offering differentiated customer experiences across changing customer profiles and behaviors. A strategic shift from account-centricity to customer-centricity is needed.

    Banks are facing challenges in reaching prospects through effective media, retaining profitable customers by improving banking experiences, and growing revenues by increasing customer share of wallet in this changing environment.

    The key modules discussed are loan origination, service automation, customer analytics and reporting. These modules help automate processes, integrate services across channels, and analyze customer data.

    Finacle

    CRM Solution

    Finacle
    CRM Solution

    The agenda set forth by the new world, means managing the hurdles that have come in the aftermath of one of the most difficult times for the global banking business. The financial services arena is now struggling to retain and rejuvenate customer trust. Transformation in customer profiles, lifestyles, needs and behavior, have brought in further complexities to the challenge, for banks. This climate of change is challenging banks to reach their prospects through the most effective media, retain their most profitable customers by improving the banking experience and grow revenues by increasing share of wallet. A strategic shift from account-centricity to customer-centricity is an imperative for banks today. A comprehensive multilingual solution that provides a unified, real time and consistent view of the customer across all channels of interaction is critical for banks to offer a rich and differentiated value proposition.

    Finacle CRM Solution

    Finacle CRM solution is a modular, multilingual, Web-based customer-centric application that enables banks to leverage ready-to-deploy CRM functionality for competitive differentiation. Integrated with Finacle core banking solution, Finacle CRM solution offers end-to-end functionality to effectively address the needs of the complete cycle of marketing, sales and service for banking products. Facilitating a unified 360 view of the customer across product lines and multiple back-end systems, it enables banks to improve customer experience across channels and empowers them with a robust platform for cross-sell opportunities. It also arms banks with the technology muscle to increase reach through effective marketing campaigns. Finacle CRM solutions proven scalability further ensures that it can meet the needs of growing banks.

    Functional Architecture

    Enterprise Channels and Components Integration

    Payment Networks

    Credit Bureaus

    Back-end Systems

    Regulators

    Rating Agencies

    Market Feeds

    Card Issuers

    Key Modules

    Enterprise Customer Information File (CIF)


    Enterprise CIF is a comprehensive customer data hub that unifies customer information across disparate back-end transaction processing systems, in accordance with KYC norms. It maintains contact, demographic and psychographic information for both retail and corporate customers. The de-duplication engine maintains the unique identity of the customer in the system. The blacklist master helps match and scrutinize profiles, in accordance with the banks security policies. Robust access control secures the confidentiality of valuable customer data.

    Loan Origination
    The loan origination module automates the processes of appraisal of loan applications and creation of loan accounts. Operational risks and credit risks are significantly m i n i m i z e d b y u s i n g t h e m o d u l e s standardized systems. When seamlessly integrated with Finacle core banking solution, it enables users to benefit from leveraging end-to-end lending solutions.

    Service
    Finacle CRM solution automates service processes at the bank to provide faster turnaround time and improve the customer service experience. Integration with Finacle core banking solution enables a completely automated process that minimizes operational inefficiencies. A sophisticated routing and escalation engine powered by CRM workflow, routes customer requests to specialist bank executives, for prompt action. For banks with a multi-channel strategy, the service module is deployed with Computer Telephony Interface (CTI) and Interactive Voice Response (IVR) in a call center to i m p ro v e t h e e ff i c i e n c y o f s e r v i c e representatives.

    Sales
    Banks can deploy the sales module to improve sales effectiveness of DSAs and bank executives. The automated and configurable process of application processing helps expedite the sales cycle. Quota management enables the bank to set and track sales targets for DSAs and BDMs. Incentive management facilitates appropriate incentive distribution based on realization of sales targets. Bankers can leverage the offers module to generate attractive offers to promote product sales.

    Key Modules
    Call Center
    Banks can improve customer experience by deploying the solutions call center technology. With built-in interfaces to IVR and CTI middleware, the solution increases the efficiency of call handling. Auto-authentication in IVR through TPIN helps customers transact through tele-banking. The CTI screen displays pre-populated customer data, personalizing the customer experience and empowering the service representative with a 360 view of the customer. The soft phone, equipped with typical telephone features, enables marketing executives to make outbound calls while maintaining the context of the prospect, thereby improving efficacy of the telemarketing campaign.

    360 View - Customer Dashboard


    Finacle CRM solution enables the banker to analyze data made available through a 360 view of the customer. This provides invaluable information about the customers relationship with the bank, through easy-to-assimilate graphical representation. The account aggregation view makes it easier for a credit officer to analyze assets, liabilities and investments of the customer, at a glance.

    Marketing
    The bank can harness the potential of the marketing module for demand generation through multi-channel and multi-wave campaigns. It can leverage the robust campaign management feature to derive maximum ROI for every marketing dollar. The list manager helps target campaigns towards the most suitable segment of prospects. The template editor designs and personalizes marketing messages with an attractive display of product information for prospects.

    Interaction Management
    Customer interactions with the bank, across channels, are managed by the interaction management module. With the interaction history of the customer in view, the service representative at the bank stays abreast of the customers changing needs.

    Knowledge Base Management


    Using this feature, business users at the bank can refer to the knowledge repository for commonly sought information about processes, service queries and standard practices at the bank.

    Finacle CRM Solution

    Additional Features

    Workflow Management
    Banks can outline different workflows for business processes. This enables the bank to define processes differently for service request management, origination, customer creation or maintenance, in accordance with the respective process demands.

    Multilingual Deployment of CRM


    Finacle CRM solution supports bi-directional language scripts and internationalization of data formats. The translation toolkit is a distinct value addition.

    Analytics and Reports


    The solutions reporting infrastructure allows report templates to be created in Jasper. Reports can be generated at scheduled intervals with data collected from across Finacle applications including Finacle CRM solution. The solution provides out-of-the-box intelligence for customer analytics. The reports encompass analysis of customer profitability, sales, campaigns and services.

    Single Sign-on (SSO)


    SSO helps users log onto multiple applications with a single user ID and password thereby eliminating the need to memorize multiple user IDs and passwords for different systems. It saves time and enables easier adherence to application security policies at the bank.

    Standards Based Architecture


    Finacle CRM solution has a true n-tier architecture with distinct presentation, business logic and database layers. This architecture allows the application to scale to the requirements of large banks. The solution also provides robust interfaces to a variety of backend systems. Pre-defined interfaces to Finacle core banking and e-banking solutions are available.

    Enterprise Alerts
    The solution integrates with Finacle enterprise alerts server that provides multichannel (SMS, MMS and e-mail) alerts. It supports the generation of event-based alerts from any of the banks transaction processing systems, keeping customers abreast of relevant information and change.

    Business Benefits

    Aggressive Customer Acquisition


    Finacle CRM solution supports the creation of demand generation through multi-channel and multiwave campaigns. The solution ensures the banks marketing message is appropriately personalized and targeted towards the most suitable segment of prospects. This optimizes marketing efforts and results in greater conversion of prospects.

    Improved Cross-Sell Framework


    The solution presents a unified 360 view of the customer, allowing single point access to all the relationships the customer has forged with the bank. This along with robust customer analytics effectively supports true relationship banking, providing a robust framework for cross-sell opportunities. Finacle CRM solution also integrates with other white labeled solutions to facilitate contextual and personalized customer engagement, with a keen focus on right-talk driven right-sell.

    Increased Operational Efficiencies and Collaboration


    Finacle CRM solution supports business automation for processes and business activities, eliminating manual tasks and reducing process time. Straight Through Processing abilities enhance reduction in turnaround and processing time, increasing output and enabling speedy completion of tasks. The multilingual Web-based single repository of information enables remotely located bankers to collaborate and transact seamlessly.

    Lower Total Cost of Ownership (TCO)


    A Web-based solution leveraging new-generation technologies, Finacle CRM solution is futureproof and can be seamlessly integrated with other enterprise applications. With a robust architecture and proven scalability, it ensures protection for the banks technology investments.

    Finacle CRM Solution

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