financial services created by rutuja chudnaik (wro0400209)

12 April 2023 FINANCIAL SERVICES

Created by Created by

Rutuja Rutuja chudnaikchudnaik


CRM Evolution

SFA

1990 2000 2006 - 201219971994 1999 2003

SalesMarketingService

MultichannelE-Business

Industry-specificCRM

CustomerAdaptive Solutions

Analytics

CRM is all about…

• Finding your customers• Collecting information about them along the way• Using that info to enhance their experience and foster long-term relationships

Centering Your Business Around the Centering Your Business Around the CustomerCustomer


Customers

SalesSales

MarketingMarketing

ProductsProducts

ServiceService

OrdersOrders

Marketing based on customer Marketing based on customer preferences for channel, preferences for channel,

frequency, products & servicesfrequency, products & services

Selling with a knowledge Selling with a knowledge of what the customer of what the customer owns, where they are owns, where they are having problems, how having problems, how

they buy and who makes they buy and who makes decisionsdecisions

Making sure that valuable Making sure that valuable

customers are customers are gettinggetting priority priority

Designing and Designing and developing products developing products

that valuable that valuable customers wantcustomers want

Servicing customers Servicing customers consistently, knowing their consistently, knowing their situation, having a dialog, situation, having a dialog, knowing what they own.knowing what they own.


CRM in Financial ServicesCRM in Financial Services

Gaining competitive advantage by attracting and retaining more loyal, profitable clients

A Customer Calls

The customer may be calling you directly or they may have been transferred to you.

Search Salesforce

The first thing you want to do is search Salesforce to see what information is available.

Assign Tasks

Often times you’ll need to assign a follow-up task for yourself or someone else on your team.

Gather Insight

By clicking on a contact or account, you can view all their activity history, outstanding follow-up items, and other pertinent information.

Follow Up

Assigning tasks in Salesforce improves collaboration and creates true accountability.

Update Information

Salesforce provides a place to log call notes, save important emails, and update information so everyone knows where things stand.

Manage Customer RelationshipsWhen you get a call, start by searching Salesforce. You can quickly review the account and see who else at your company has been working with them. You can then use Salesforce to capture call notes and create a follow-up task if need be.

Measure what’s working• A real-time view of your business• A single solution for insight• Customizable reports


RETAIL BANKING INCLUDES ACTIVITIES RELATED RETAIL BANKING INCLUDES ACTIVITIES RELATED TO CUSTOMER ARETO CUSTOMER ARE:

Streamline Your Service and Support OrganizationEffective customer service benefits everyone—customers, agents, supervisors, and the company’s bottom line. Deliver outstanding and consistent service and support across many channels including phone, email, Web, and chat.

Customer Logs a Case

When a customer has a problem, they can log a case online or call your support team.

Case Is Routed

Cases can be automatically routed to a queue based upon business rules.

Case Closed

The agent communicates the solution over the phone uses an email template and closes the case.

Gather Insight

An agent works the case, reviewing account information such as entitlements and activity history.

Customer Portal

The customer has 24/7 self-service access to their case history, the knowledgebase, and the online community through the customer portal.

Find Solutions

The agent can quickly solve the case using suggested solutions from the knowledgebase.

• A Chartered Accountant is valuable coordinator between A Chartered Accountant is valuable coordinator between entrepreneur and bank, in case of syndication of funds.entrepreneur and bank, in case of syndication of funds.

• Chartered Accountants are having sound knowledge about Chartered Accountants are having sound knowledge about preparation of financials. preparation of financials.

• Chartered Accountants are capable to prepare feasibility report in Chartered Accountants are capable to prepare feasibility report in case of green -field project.case of green -field project.

• Chartered Accountants by virtue of their rigorous experience and Chartered Accountants by virtue of their rigorous experience and high amount of patience can be able to preparehigh amount of patience can be able to prepare

– Project ReportProject Report

– CMA (Credit Monitoring Analysis) dataCMA (Credit Monitoring Analysis) data

– Feasibility ReportFeasibility Report

– Credit Appraisal Memo (CAM)Credit Appraisal Memo (CAM)


8


ICICI BANK– Key Challenges ICICI BANK– Key Challenges

• Business ChallengeBusiness ChallengeIncreased CompetitionGrowth of ProductDiminishing Margins

• Technology ChallengeTechnology ChallengeOffshore software developmentOutsourced technology infrastructure

• Rapid changeRapid change• InefficiencyInefficiency• Religion Religion

inconsistencies inconsistencies

9


ICICI BANK ICICI BANK – The Solution – The Solution

• How was the challenges How was the challenges address?address?– Identified & captured key metricsIdentified & captured key metrics– Integrated with legacy data storesIntegrated with legacy data stores– Focused on positive user experienceFocused on positive user experience– Designed tools to collect data Designed tools to collect data

transparently (while helping users)transparently (while helping users)– Re-positioned technology emphasisRe-positioned technology emphasis

MetricsMetrics•All metrics that are actionable from the IT security All metrics that are actionable from the IT security

policy policy are monitored on a monthly basis. are monitored on a monthly basis. Operating systems, application security, Operating systems, application security,

database, physical, desktops, servers and database, physical, desktops, servers and password security are some of the areas password security are some of the areas

being monitored. being monitored. •The metrics are measured manually wherein The metrics are measured manually wherein

the auditors conduct physical tests of the the auditors conduct physical tests of the systems wherein tools such as desktop systems wherein tools such as desktop

management tool are used to scan for viruses management tool are used to scan for viruses and apply security patches for desktops, and apply security patches for desktops,

laptops and servers. laptops and servers. •Metric sampling is carried out monthly. Metric sampling is carried out monthly.


ICICI Bank IT Set-upICICI Bank IT Set-up•ICICI Messenger: This software was developed internally in 2006 to ICICI Messenger: This software was developed internally in 2006 to

provide secure instant messaging for internal users provide secure instant messaging for internal users •FTP server: An open source FTP server application has been FTP server: An open source FTP server application has been

customised to meet the requirements of the bank customised to meet the requirements of the bank •PT and VA: Penetration testing (PT) and vulnerability assessment PT and VA: Penetration testing (PT) and vulnerability assessment

(VA) are done as and when required. They change the vendors (VA) are done as and when required. They change the vendors involved every year involved every year

•Network printers: Unnecessary protocols are disabled Network printers: Unnecessary protocols are disabled •Unauthorised messaging: Only approved software (ICICI Messenger) Unauthorised messaging: Only approved software (ICICI Messenger)

is used is used •Data security: Encryption software has been loaded on desktops, Data security: Encryption software has been loaded on desktops,

servers and laptops servers and laptops Security SystemsSecurity Systems

ICICI BANK AND INFORMATION ICICI BANK AND INFORMATION TECHNOLOGYTECHNOLOGY

financial services created by rutuja chudnaik (wro0400209)

Economy & Finance

customer portal

customer situation

customer callsonline

case history

case of green

case of syndication

chartered accountants

case closed collaboration