CRM Technology: Application in Financial Services
CRM Technology: Application in Financial Services
CRM Technology: Application in Financial Services
FINANCIAL SERVICES
PRESENTED BY:
RAHUL KUMAR SINGH(09FC034)
NEHA KEDIA(09FC035)
NISHA VERMA(09FC036)
RINKU DOLEY(09FC037)
SWETA KUMARI(09FC038)
ARUN KUMAR SINGH(09FC039)
What is CRM ??????????
Polling
Debit Card Platform
Voice Messaging
Automatic Payment Reminder
Customer Service
SPEECH RECOGNITION
•HEALTH CARE
•MILITARY
•TRAFFIC CONTROL
•TELEPHONE
•HELICOPTERS
Example…………………
SPEECH RECOGNITION BENEFITS:
•It displays information about the call like the caller’s number, the dialed
number etc
•It can record the calls with an inbuilt recording software for quality
inspection
BENEFITS………………
•Deliver a wide range of data and business applications, allowing you to select the
best solutions for your needs
•Deliver accurate customer profile and contact center information to the desktop
•Perform agent-to-agent transfer of call detail information across multiple sites
•Make full use of corporate data to support business rules and objectives at the point
of customer contact
•Take advantage of information collected from the Internet, carrier networks,
automatic call distributors (ACDs), interactive voice response (IVR) systems, Web
servers, e-mail servers, databases, and other applications
•Quickly and cost-effectively unify contact center systems across the enterprise
with minimal custom development or systems integration
Example
CTI server could monitor the events that were occurring on an
IVR and process that data to an Agent. This lead to the advent
of the so called "Screen Pop." Callers would first encounter the
IVR. The IVR would prompt a caller for an account code or
security pin to identify the caller. Additionally, telephone
companies had the ability to provide Caller Line ID and pass
that data onto the IVR. The IVR could collect the Caller Line ID
or PIN number and perform a database query concerning the
particular caller. Afterwards, the CTI Server would gather all the
information an IVR collected and present it to the Agent if the
caller needed assistance. At the Agent’s desktop, a "screen
pop" would occur on the Agent’s PC which provided valuable
information concerning the caller. This, in turn would save the
Agent time not having to ask the caller simple questions as
their name, address, birth date, etc. because the IVR already
retrieved this information from the database.
AUTOMATIC CALL DISTRIBUTOR
•ACDs are telephony systems with automatic call
answering systems
•Distributes phone calls to a specific group of agent
work stations.
•Works along with IVR
•Features: route calls, prioritize calls, and play
recorded messages
Automated Call Distributors
Services
• Virtual Secretary
• Virtual help desk
• Virtual phone system
DATA MINING
•1.Marketing
•2. Risk Management
•3. Fraud detection
•4. Customer Retention
IN BANKING, THE QUESTIONS DATA MINING
CAN POSSIBLY ANSWER ARE
1. What transactions does a customer do before shifting to a
competitor bank? (to prevent attrition)
2. What is the profile of an ATM customer and what type of
products is he likely to buy? (to cross sell)
3. Which bank products are often availed of together by
which groups of customers? (to cross sell and do target
marketing)
4. What patterns in credit transactions lead to fraud? (to
detect and deter fraud)
5. What is the profile of a high-risk borrower? (to prevent
defaults, bad loans, and improve screening)
6. What services and benefits would current customers likely
desire? (to increase loyalty and customer retention)