CRM Presentation VeriPark 1

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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

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VeriPark

• Software house specialised in finance

– Established in 1998 – 305 employees

– Headquartered in Istanbul – Banking know how

• Our Highlights

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– 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

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VeriPark – Axeed 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

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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

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VeriTouch Features

• 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

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The Single View

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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

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

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

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Single View for a corporate banking client

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Call center pop up

Agent pop up has the most common functions and a link to 360 degree

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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

• Product / campaign inquiry • Complaints capture

• Knowledge base

INBOUND

• 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

• Satisfaction surveys • Information calls • Event based selling

• Internet banking customer care

– Account unblocking – Limit verification – Call me back

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Lead Capture At Call Center

• Capturing customer details

• Capturing product interests

• Asking customer preferences

• Assigning to sales team

• Follow up by «My Referrals» report

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Banking transctions access from the same window in CRM

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The Customer Experience

Complaint Inquiry Suggestion

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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,

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Rich set of complaints are automated

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Complaints dashboard

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Master Data Management

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New Customer Enrollment Process

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• 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

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New customer enrollment process

Define Prospect in

CRM

Central Bank

Check Black ListInternal World Check (AML) Print forms

Scan forms to CRM Generate CIF in Core Open Current Account Manager approval (if required) Account opened (Debits only) Apply debit card, apply sms banking Scan signature Account activated by BO

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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

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Investor Profiling and

Placement

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Survey results are reflected to the customer record

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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

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Information Update Auditing

• All customer changes leave audit trail

• Before / after values

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Segmentation

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Segmentation

• Segments are defined in CRM

• Segment mappings are defined in CRM

• Promotions / Demotions calculated at certain intervals

• Approval tasks are sent to RMs

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Visits and Call Plans

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Structured meetings and call plans

Meeting the right customer the right way: -AUM -RUM -Profitabiliity -CSI -Household income • Appointment distribution • Meeting note entity

• Lead capture form • Sales process

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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 Have you openedinternet banking?

Affluent Want e-services access? Want overdraft

limit? Have you used chauffer drive

feature?

Private Welcome to private

banking. Client profiling questionaire Interested in investing in

modern art?

Segment Frequency of call

New 90

Affluent 45

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The Sales Machinery

Lead Generation / Lead Convertion / Cross sell / Up sell

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Inbound sales process

Direct Channels Web site ATM Internet banking Mobile banking Direct Sales / Tele Sales Call center / Tele

sales unit

Marketing Branches

Management

Unqualified Leads Opportunities

Phone calls Walk-in customer Opportunities Customer referralls Staff referralls Assets Produc ts Liability_Produ cts Branches Product Management Fina_nce Orig inat_ion Accoun t Origi nation Core Banking Automatic Opportunity Closures

CRM Sales Dashboard Campaigns Dashboard Origination Dashboard OPEX Dashboard Sales literature Competitor information Cross sells and up sells Offers

Targeting market lists Qualification Eligibility De-dup Eligibility De-dup Blacklist check

KPIs, SLAs, TATs Targets vs Actuals

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Outbound sales process

Target Market Lists

Marketing Offers, Campaigns

Phon e Call s Branches TeleSales Messages SMS E-mail Ban ners ATM Internet Banking CRM Sales Force Management Responses E-Statements Direct Sales / Tele Sales Assets , Banka ssuran ce Liabilit_{y, Inve} stmen_t _Branches Core Banking Automatic Opportunity Closures

Fina nce O_rigin ation Accoun t Originat ion Management Sales Dashboard Campaigns Dashboard Origination Dashboard OPEX Dashboard

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Lead Generation

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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

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Define the campaign

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Associate with targeting lists

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Distribute 65,000 phone calls to a team of 50

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Then monitor execution

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Event Management

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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

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Attendance tracking

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Suggested Implementation Plan

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• Ozkan Erener • +971 4 304 2438

• VeriPark – www.veripark.com • [email protected]