i-CRMS

www.willbesolution.com

December, 2011

Customer Relationship Management

Agenda

I. Financial Solution Framework

II. Technical Architecture

III. CRM Strategy of i-CRMS

IV. Introduction to i-CRMS

V. Benefits

All Rights Reserved. Copyrightⓒ2011 Will-Be Solution Corporation 3 <<<

Financial Solution Framework

The application execution architecture of i-CRMS and i-SEMS is a powerful solution that improves:

① Development productivity ② Scalability ③ Performance ④ Maintainability

Through the ‘Business process manager’ and ‘System control modules’ that accommodate both business and technical requirements .

“Experience”

“Industry Specific Functionalities”

“Integration”

Any Data ; ODS, EDW, And Data Mart

Back Office

Interface BNA M.Q. IIOP

TCP/ IP

X.25 Web Service

Customizing Adapter

Message Queue

RBMS MDMS

Repository

SAS QBR OLAP Admin

CM QBE RAPM PA

CCS META ABC FTP

Business Process Manager

Message Queue

System Control Modules

Validation Authorization Scheduler BO Monitoring

Logging FC Session Encryption Multi-Lingual

DAO Transaction Exception XML

※RBMS(Rule Base Management Service), MDMS(Meta Management Service) BO(Business Object), DAO(Data Access Object), FC(Format Converter), SAS(Sales Support), CM(Campaign n Management), CCS(Customer Care Service)

Any Application ; Legacy Apps, Internet & Intranet,

and External Network

Process Interface

Data Interface

“Customer Orientation”

i-SysFrame Manager/Designer

All Rights Reserved. Copyrightⓒ2011 Will-Be Solution Corporation 4 <<<

Technical Architecture

DB

○ Oracle ○ Sybase ○ DB2 ○ Tera Data

Server OS

○ Windows : 2003 or 2008 ○ UNIX : SUN Solaris, HP-UNIX, IBM

AIX or other UNIX ○ Linux, Free BSD, etc

Client OS

○ Windows 2003, Window 2008, XP, Vista, and Window 7

Web Platform

○ BEA WebLogic, IBM WebSphere, Jeus ,Tomcat, and Resin ○ .Net Framework (version 2.0 or later)

Web Server

AP Server

DB Server

Business Suite

IIS WAS Oracle

u-Banks Server

JVM

UNIX or Windows NT

.Net

Windows NT

JVM

UNIX or Window NT

End-user Client

.Net

Windows Series

Power User Client

U-Banks/ Manager

.Net

Windows Series

* System Requirements * SW Architecture

All Rights Reserved. Copyrightⓒ2011 Will-Be Solution Corporation 5 <<<

5% 38% 96%

Realized Profits/Losses

Before CRM

After CRM

1 to 1 Marketing DB, Target Marketing Cost Reduction

Increase Retention Ratio

Penetration

Increase Customers per

Customer manager

Increase Loyalty & Hit

Ratio

Decrease Marketing Cost

Cross Selling/Up Selling

Attract to VIP Zone

Channel Mix Strategy

Strategy to Minimize Loss

De-marketing

Re-pricing

Channel Mix Strategy

Event Trigger Marketing

Profit Increase

VIP Customer

Potential VIP Customer

Customer In Grey Zone

Loss Customer

Transition

Accumulative Profit

Customers

CRM Strategy of i-CRMS

All Rights Reserved. Copyrightⓒ2011 Will-Be Solution Corporation 6 <<<

i-CRMS enables enterprises:

• Plan and manage sales/marketing

strategies

• Carry out the strategies / efficient one to one marketing and sales activities

• As well as all of regular customer management activities

ARS Kiosk Call Center E-mail Internet

Branch DM/TM FAX Mobile CD/ATM

Data Warehouse

Channel analysis Product analysis Service analysis

Customer profit analysis Campaign ROI analysis

Budgeting

Customer Management

Potential

Royal

Related

Sales

Alarm

Schedule

Contact

Territory

Consultation

Customer Manager

Recommendation

Financial Planning

Proposal

Referral

Sales Tips

Corporate

Customer Info

Transaction

Contact Info

Household

Emergency Contact

Complaint

External Data

ABC

FTP

Profitability

Performance Measurement

Legacy

External Systems

Campaign

Plan

Design

Execution

i-CRMS

“Rapid Development and Operation”

All Rights Reserved. Copyrightⓒ2011 Will-Be Solution Corporation 7 <<<

i-CRMS / CM

i-CRMS/CM provides closed loop solution for campaign plan, design, execution and evaluation and seamlessly interacts with customer intelligence. - Define customer group - Plan and design campaign - Execute campaign - Monitor campaign - Analyze campaign results - Analyze campaign ROI - QBE (Query By Example)

EDW (ODS)

CA

CM

Plan Define

event rule

Test

Execute

Monitor

Analyze

Test event rule

Detect event

Carry out event

Plan campaign

Execute test campaign

Extract and allocate target customers

Execute campaign

Collect responses

Sales tip / Event trigger

Monitor by period

Analyze customer reaction

Analyze progress rate

Cost Profit

ROI Reaction

ARS

Kiosk

Branch

DM/TM

Call Center

E-mail

Internet

Mobile

CD/ATM

FAX

Customer Group

Customer Analysis Preference Service Portfolio

Profile Behavior Channel

Segmentation Grading Sectoring

All Rights Reserved. Copyrightⓒ2011 Will-Be Solution Corporation 8 <<<

i-CRMS /SFA

Reporting

ARS Kiosk Call center E-mail Internet

Branch DM/TM FAX Mobile CD/ATM

EDW

ODS

Performance Due date

Overdue Calculation Others

Legacy

External Systems

External Data

i-CRMS/SFA enables branches and customer managers (including RM and PB) to carry out one to one marketing and manage their customers more efficiently by supporting entire sales process from initial contact to final contract. - Sales process by event - To-do list - Sales tip - Product recommendation - Financial planning

CCS (Customer Care System)

Potential

Royal

Related

SLS (Sales Lead System)

Alarm

Schedule

Contact

Territory

Consultation

Customer manager

Recommendation

Financial Planning

Proposal

Referral

Sales Tips

Corporate

Customer Info

Transaction

Contact Info

Household

Emergency Contact

Complaint

All Rights Reserved. Copyrightⓒ2011 Will-Be Solution Corporation 9 <<<

• Maximize efficiency in sales activities by providing

consistent customer information

• Systematic sales management

• Improve knowledge sharing and usability

• Improve sales process

• Progress analysis by employee or team

• Work out exact profitability of each business area

* Business performance improvement

• Enable Efficient marketing for acquisition and retention of

customers

•Optimize target marketing based on reliable date

•Realize scientific management via accurate performance

analysis

•Establish profit-oriented decision system

•Support management decision for each business division

* High efficiency in planning and executing Biz strategy

• Improve productivity by

reducing the time for

customer contact and data

processing

• Increase marketing efficiency

via potential customer data

• Minimize the time and

resources to manage the data

required for decision making

• Minimize hardware cost via

optimum system architecture

•Cost saving / Productivity improvement

Benefits

Thank You !

Contact Us

International Division / Chief Consultant

Tel : 82-2-595-2230/112

e-Mail : shpark@willbesolution.com

website : www.willbesolution.com