7/31/2019 infosys_1030

1/16

Finacle CRM - SpecialtyBanking

Industry

Banking

Business ChallengeA CRM solution for a bank needs to be built to suit various bank-ing operations such as customer support requests for multipleasset and liabilities products, unique processing methods for vari-ous types of loan products, online or batch interfaces to variousapplications like core banking, credit cards, document imaging, etc.

Technology Solution

Finacle* CRM - Specialty Banking

Enterprise Hardware PlatformScalable Intel Architecture servers

SOLUTION ARCHITECTS

SOLUTION BLUEPRINT BANKING

7/31/2019 infosys_1030

2/16

7/31/2019 infosys_1030

3/16

MEETING NEW MARKET DEMANDS Solution Blueprint:

Solution Provider:

Finacle* CRM - Specialty Banking

Infosys Technologies Ltd.

THE BUSINESS CHALLENGE

1

The Finacle* CRM Customer Relationship Management (CRM) solution from Infosys

Technologies Ltd. is a web-based CRM product designed for the retail banking industry

that supports end-to-end sales, marketing and customer service processes. Powered

by a rich workflow engine, the solution can interface with third-party core banking,

credit card, mutual fund and telephony systems, such as Computer TelephonyIntegration (CTI) and Interactive Voice Response (IVR) systems, and is based on

powerful client and server technologies from Intel. Servers based on the Intel Xeon

processor family deliver the performance, reliability, and availability this enterprise

solution relies on, and offer the headroom and flexibility to handle future software

optimizations for business growth. The Intel Pentium 4 processor-based desktop

systems used as clients in this solution have the performance capacity to support

Extensible Markup Language (XML), sales automation, marketing automation, as well

as graphical display of workflow and call center reports. Based on standard industry

architecture, both of these mature platforms present an established track record of

reliability and stability.

l

l

l

Generic CRM solutions in the market today that are tailored for the banking domain

fall short of meeting the unique needs of banks without extensive customization.

Various banking-specific operations that are difficult for generic applications to support

include:

At the same time, banks are challenged to improve services, cut costs and intelligently

cross-sell products, and are increasingly turning to CRM solutions to achieve thesegoals. Ideally, banks need to trigger various back-office operations based on requests

placed by customers at the front office, the call center or the web site, so that:

l

l

l

Customer support requests for multiple asset and liability products.

Unique processing methods for various types of loan products.

Online or batch interfaces to various applications such as core banking, credit cards

and document imaging.

Paperwork (and time to process information) can be reduced.

Customer, sales and loan application information can be transparently visible across

the bank, so that services can be improved.

Customer interaction can be handled more effectively. By providing a comprehensive

view of a customers complete relationship in terms of products owned and

transactions on various products over a period of time, each customer can be handled

more effectively-while at the same time allowing the institution to more accurately

assess the value of the relationship.

7/31/2019 infosys_1030

4/16

2

THE SOLUTION OVERVIEW

The Finacle CRM solution is a banking-specific CRM product that helps banks

streamline operations, cut costs and serve customers better. Customer support, sales,

marketing and origination modules tailor-made for the banking business are built on a

common code base and are powered by a sophisticated workflow engine that automates

a number of business activities. The solution includes a reporting engine, support for

multiple hardware and software platforms, document imaging systems and reporting

tools.

The Finacle CRM solution is a part of a suite of banking products and is based on open

standards architecture to enable interfaces with other software systems in the bank.

Being a part of the Finacle suite of solutions from Infosys, it seamlessly interfaces with

other products in the suite like Finacle core banking, Finacle eCorporate and the Finacle

eChannels products.

Since the banking business involves a number of standardized multi-step processes

with many departments or many individuals within a department required to perform a

number of standardized activities, the Finacle CRM solution seeks to automate these

processes using its workflow engine. Customers and prospects touch a bank throughmultiple communication channels. The Finacle CRM solution handles customer queries

from a variety of channels:

Customers can query any product they own: credit card, a mutual fund or an insurance

policy in addition to standard savings, current and term deposit accounts. Data forthese products reside in various specialized software applications. In real time, the

Finacle CRM solution can access multiple back-end applications and supply the

information demands of customers.

The application can be accessed by typing a URL into Microsoft* Internet Explorer

browser. This enables a bank to offer centralized CRM functionality from any location.

The Finacle CRM solution minimizes processing time of loan application forms. The

workflow engine contributes to a more efficient flow of information between individual

users and teams in banks, thus improving productivity.

The key features of the Finacle CRM solution are:

l

l

l

l

l

l

l

l

Telephone

CTI

Email Messages

Web-Based Forms

Branch Office Walk-Ins

Fax

Architecture: The Finacle CRM solution is based on an n-tier architecture with clear

separation of the presentation, application and database layers. The Java*-based

client ensures that the server and database can be deployed in a central location

with users geographically distributed in locations accessing the application through

a web browser.

Customer Dashboard: The customer dashboard provides a comprehensive view of

all product groups such as savings account, current account, term deposit, insurance,

mutual funds, credit cards and so forth. The dashboard also gives a single-window

view into the top n service requests, sales opportunities and products owned in

addition to basic customer profile information.

7/31/2019 infosys_1030

5/16

3

TECHNOLOGY

l

l

l

l

The Finacle CRM solution is a CRM product designed for the banking industry and

uses industry-standard technologies such as Java, Extensible Markup Language

(XML), Extensible Stylesheet Language (XSL) and Secure Hypertext Transport Protocol

(HTTPS) to deliver advanced solutions to the banking sector. The application runs on

the Microsoft Windows* 2000 Advanced Server operating system and uses theMicrosoft SQL Server* 2000 relational database management system.

The clients are Java-based clients, and client machines can run any Microsoft Windows

operating system. The product is built on industry-standard technologies. The client

uses XSL, JavaScript* and Hypertext Markup Language (HTML). Java servlets are

used quite extensively. The entire business logic layer is written using Java. The

database layer has SQL programming.

Following is an indicative listing of hardware and software components that the Finacle

CRM solution uses. Detailed hardware and software requirement can be provided on

request.

Intel Architecture Provides the Following Advantages:

Intel Xeon processor:

l

l

l

l

Customer Support Module: Support manual and automatic creation of service

requests for a variety of products and issues. These requests can be made across

communication channels such as email, branch, CTI, fax and web sites.

Sales and Origination Module: The powerful workflow and process automation

features allow a banks sales team to effectively manage sales opportunities to

closure. A number of application templates for products such as credit cards andhome loans originated from multiple channels with pre-built workflows for processing

these applications makes this module uniquely suited to the sales automation needs

of todays banks.

Marketing Module: Banks can sort and view customer lists using various parameters

to create finely tuned segments, build templates once and use multiple times with

personalization, execute both telemarketing and email campaigns, track responses

and auto-create sales opportunities, appointments or tasks and assign to employees

in specific locations automatically.

Interfaces: This solution provides a variety of mechanisms to access and integrate

the banks storehouse of all customer information. The Finacle CRM solution closelyinterfaces with Finacle core banking and with Finacle eCorporate and Finacle

eChannels products from the Finacle suite of products. Adapters to leading document

imaging systems and computer telephony software are available.

Robust servers with uncompromising reliability, scalability and performance.

Industry-leading technologies and platform integration for cost, power and

performance benefits.

Standard building blocks for an open, layered, modular, loosely coupled infrastructure

for the data center.

Market-leading performance and price/performance-due to economics of scale in

volume terms, an open architecture and a competitive marketplace.

7/31/2019 infosys_1030

6/16

4

Hardware Requirements

Application and Web server:

Database Server:

Client Systems:

Software and Tools

Application Server:l

l

Database Server:

l

l

Client Systems:

l

l Internet Explorer (IE) 5.5, Service Pack 2 or IE 6.0.

Microsoft Windows 2000 Advanced Server.

Microsoft Internet Information Server (IIS*) 5.0.

Microsoft Windows 2000 Advanced Server, Service Pack 2.

SQL Server Enterprise Edition 2000, Service Pack 2.

Intel Xeon processor family-based servers. Intel Xeon processor platforms deliver

scalable performance for enterprise applications demanding price and performance

leadership. Intel Xeon processors provide Hyper-Threading technology, which

maximizes application performance by using the microprocessor and its resources

efficiently.

Intel Xeon processor family based servers with hard disk drive capacity appropriate

for the volume of data to be managed.

Intel Pentium processor family based clients.

Operating System: Microsoft Windows 2000 Professional with latest service pack.

Web Browser:

7/31/2019 infosys_1030

7/16

5

WHO THE SOLUTION WILL BENEFIT

The Finacle CRM solution is for banks of any size that are:

For banks that are looking to obtain a single view of the various relationships (such as

products owned) of a customer, the Finacle CRM solution seamlessly interfaces with

the other components of the Finacle product suite. For banks looking to automate

processing of service requests from customers, the Finacle CRM solution supports a

number of pre-defined processes for a number of asset and liability products. These

processes are accessible by bank employees, whether in the front office, at the call

center or in the back office receiving inbound email or web forms.

For senior managers who would like to see a summary of customer information, the

customer dashboard provides a list of recent incidents, opportunities, accounts held

and so forth.

SOLUTION BENEFITS

The Finacle CRM solution enables banks to gain comprehensive insight into

relationships with customers, prospects and contacts so that banks are empowered to

deliver effective customer support, better manage sales opportunities and plan, and

execute powerful marketing across branches and communication channels. Benefits

include:

l

l

l

l

l

l

l

Case Study / Proof Points

The solu t ion has been tes ted

successfully for performing a very

large number of write-to-database

operations. Companies who have

deployed this solution include:

National Commercial Bank,

Jamaica

http://www.infosys.com/media/

gnprsNCB26june-02.pdf

UTI Bank, India

Global Trust Bank, India

Union Bank of India, India

Links to case studies can be found at:

http://www.infosys.com/clients/

financial_services.asp

l

l

l

l

Looking to deploy a centralized CRM solution.

Looking for end to end CRM functionality and not a point solution.

Improved Customer Service. The Finacle CRM solution empowers every single

department in a bank to better service customers by being fully equipped with

relevant customer information such as products owned, customer demographics

and overall customer value.

Improved Operational Efficiencies. Bank departments such as marketing, loan

processing, customer support and partner agencies such as Direct Sales Agencies

(DSAs) can derive maximum benefit in improving operational efficiencies by using

pre-defined banking-specific templates and process flows.

Improved Effectiveness of Marketing Programs. The Finacle CRM solution helps

by providing mailing and calling list management functionality, templates for creating

messages that can be reused, message personalization through merge features and

campaign execution over email and telephone. The workflow engine automates sales

opportunity creations consequent to a campaign execution, thus closing the loop

on marketing campaigns.

A Comprehensive, End-to-End Solution. The Finacle CRM solution supports receipt

of application forms and queries from multiple channels such as web sites, email,

branch walk-ins and call center, and through offline upload of applications.

Enhanced Decision-Making Process. The robust workflow engine ensures that the

bank is able to automate most business processes. Escalation messages and various

checks and balances in the workflow ensure that sales opportunities are tracked to

a logical end.

7/31/2019 infosys_1030

8/16

6

FUNCTIONAL BUSINESS CONCEPT

The functionality of the Finacle CRM solution spans a variety of delivery channels,

including functional modules for:

It also includes an infrastructure layer that provides the following functions:

The solution interfaces with back-end systems through an interface layer that handles

all interfaces with third-party systems.

l

l

l

l

l

l

l

l

l

Marketing

Sales

Origination

Support

Analytics

System Administration

Knowledge Management

Automation

Customization

7/31/2019 infosys_1030

9/16

7

USER EXPERIENCE

Figure 1. This 360 degree view gives a bank insight into the customer profile, service

requests, sales opportunities, marketing campaigns and loan applications submitted

since the customer was first created in the system. This screen also informs a bank of

all contacts associated with a particular customer so that banks can use this information

to make cross-sell and up-sell decisions.

7/31/2019 infosys_1030

10/16

8

Figure 2. In this view of customer information, note that the bank can view the list of

all products owned by a customer. Information on these products can originate from

multiple applications such as core banking, mutual funds, insurance and credit cards.

Figure 3. Show the various actions possible on sales opportunities. The tab in the

lower pane shows loan application process details.

7/31/2019 infosys_1030

11/16

9

Figure 4. Detailed view of the typical steps, an application for a loan or a credit card

goes through as it is processed by the Finacle CRM solution. Steps in a process may

execute either within Finacle CRM or can make calls to third-party systems, complete

a process there and then return control to Finacle CRM.

7/31/2019 infosys_1030

12/16

10

SOFTWARE ARCHITECTURE

The above is the Finacle CRM software architecture diagram. The 3-tier architecture

supports distinct presentation, business logic and database tiers. The presentation

layer utilizes JavaScript, HTML and XSL. Customers and prospects contact the bank

through multiple communication channels. All communication is routed through the

messaging platform to the workflow engine and the business logic layer where routing

rules are applied.

Finacle CRM has an off the shelf adapter to a CTI middleware, that talks to the Intel

Dialogic CT connect CTI product. If the callers telephone number is identified, then

this information is passed directly to Finacle CRM and a context sensitive screen pre

filled with caller details (customer/prospect/contact) is popped on the agents desktop.

The entire IVR trail information is also passed into Finacle CRM when the caller choosesto talk to a live agent.

Finacle CRM also has an off the shelf adapter to the Intel Dialogic CPi series of fax

cards. This allows us to send and receive fax messages directly from the CRM system.

New service requests can be created and various types of letters can be faxed to

customers.

The web adapter allows the bank to create web forms and receive loan applications,

service requests and other inquiries from websites. Using the workflow engine, service

requests or sales opportunities can be automatically created from such structured

emails and appropriate pre-defined processes can take over and start processing these

inbound messages.

The interface database is a powerful utility which banks can use as an intermediate

location while moving data from and to third party systems.

The solution supports a wide range of client devices, such as:

Intel Pentium 4 processor-based desktop systems. Intel Pentium 4 processors offer the

performance capacity to support compute-intensive and graphically rich applications

such as this CRM solution.

Web Adapter

Messaging Platform

Agent Browser

Presentation

Layer

JavaScript*/

XSL/HTML/XML

CRM Database

CTL

Fax

Email Chat

BusinessWorkflow

Engine

EmailCampaign

Manager

SystemMonitor

Server with Servlet Engine

Business Logic

Query Builder

Business Objects

Security

BusinessLogic

Layer

DatabaseLayer Batch Programs Interface Database

Third PartySystems

JDBC

Adapters

7/31/2019 infosys_1030

13/16

11

SYSTEM ARCHITECTURE

The diagram shows a typical hardware and network configuration for the solution

using Intel Xeon processor family-based servers. Servers powered by the Intel Xeon

processor based systems deliver the performance, reliability and availability upon

which this enterprise CRM solution relies, and offers the flexibility to handle future

software optimizations and business growth. Although the configuration shown is

typical, this configuration can be easily tailored to meet other requirements. To meet

the needs of a variety of users, a range of client systems can be used, including Intel

Pentium 4 processor-based workstations, desktops, laptops and tablet PCs.

The database server uses Microsoft SQL Server clustering for high availability and

reliability.

All communication from external websites will be routed through a firewall and then to

the application server. A single deployment of Finacle CRM can have multiple

application servers pre-configured to support a fixed number of users. The database

server runs on Microsoft SQL Server 2000. Communication to third party systems is

through an interface layer which comprises XML based APIs. ISO 8583 and batch

uploads/downloads are some of the other mechanisms through which integration is

done.

7/31/2019 infosys_1030

14/16

SUMMARY

LEARN MORE ABOUT THIS INNOVATIVE SOLUTION

For general information about the products described in this solution blueprint,

visit:

www.finacle.comwww.intel.com/go/solutionblueprints

If you have specific questions about implementing this solution within your

organization, contact your Intel representative or email us at:

solutionblueprints@intel.com

12

The Finacle CRM solution provides banks with a powerful CRM tool targeted to meet

the banking industrys specific requirements. Its open standards architecture supports

integration with other software systems, boosting return on investment in

infrastructure. Finacle CRM includes customer support, sales, marketing and

origination modules that are powered by an innovative workflow engine able toautomate key business activities. A reporting engine, supports for multiple hardware

and software platforms, and document imaging systems deliver unprecedented

flexibility. Intel Xeon processor family-based servers enable high transaction rates,

fast response times and uncompromising dependability that demanding CRM

applications like Finacle CRM require, and also provide the flexibility and scalability

needed to deliver optimum solution performance and return on investment.

7/31/2019 infosys_1030

15/16

7/31/2019 infosys_1030

16/16

Infosys and the Infosys logo are trademarks or registered trademarks of Infosys Technologies Ltd.Copyright 2003 Infosys Technologies Ltd. All Rights Reserved.

Intel, the Intel logo, Pentium, Dialogic and Xeon are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries (regions).Copyright 2003 Intel Corporation. All Rights Reserved.

Other names and brands may be claimed as the property of others. Information regarding third party products is provided solely for educational purposes. Intel is not responsible

for the performance or support of third party products and does not make any representations or warranties whatsoever regarding quality, reliability, functionality, or compatibilityof these devices or products.

*