Neda Hitsova Marketing Manager

ICB – InterConsult Bulgaria

3 Tips for Fast and Successful Start of your CRM Project

How to Win the Battle for Customers…

…using the latest technologies, industry know-how and professional Dynamics CRM solutions

Local partner and solution integrator

Banking solution provider and advisor

CRM Platform supplier

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What are the greatest challenges in your bank for starting a CRM project?

Question

IT Business

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3 Tips for Fast and Successful CRM Start

3. Step by Step Approach

2. Align Business with

IT

1. Build the Case

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Tip 1: Build the Case in your Organization

Challenges

• Having unrealistic expectations for project success

• Budget is not allocated

• Lack of supporters in the organization

Our Solution

• Define CRM project goals

• Calculate the ROI

• Describe business processes and find bottlenecks

• Build awareness and expectations

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ROI calculation • Total Economic Impact (TEI) is a methodology developed by Forrester Research.

– The TEI methodology helps companies demonstrate, justify, and realize the tangible value of IT initiatives to both senior management and other key business stakeholders

• The TEI methodology consists: – benefits, costs, risks, and flexibility

• Assumptions

Bank retail customer base: 200,000 Bank existing cross sell ratio: 1.5 Number of products owned by the customers 300,000

Expected annual growth rate (Low = 5%, Med= 10%, High= 20%) 5% Average profit per product €50.00

Annual profit of a customer (cross sell ratio x product profit) €75.00

Number of total TXNs/SRs in the bank in a month per a customer 600,000 Num transactions a year from all customers 7,200,000 Average Fee of a transaction €5.00 Average commision revenue from a bill payment €1.00 Internet penetration rate in the country 50% Expected percentage of customers using online 40% Number of e-banking customers 40,000

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Process-oriented Approach

World-wide accepted methodology for detailed business process analyses and

description The methodology steps:

Meetings/Interviews for describing Sales, Marketing, Call-center processes

Defining types of documents

Defining reports and analyses

Solving a case

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EXCEL (36%)

Manual Steps (36%)

PROPHECY (15%)

NAVISION (5%)

PLUS MINUS (2%)

WINDDS (2%)

CORVU (2%)

Accounting

0

10

20

30

40

50

60Стъпки с добавена стойност

Контролни стъпки

TO BE AS IS

Value-added

steps

Controlling

Waste

ERP

Billing

Other (4%)

BUSINESS IT

Question: The CRM – is it a Business or an IT project ?

Tip 2: Align Business with IT

Different priorities in the departments

Employees resistance to the new system (IT systems are too complex for the users)

Different requirements in

terms of usability, security, data structure and

integration

Business needs are not

documented consistently

Issues

BANK • Define data model and

system integration

• Describe As IS and To BE

status of data, systems,

processes

• Align organizational goals

with the CRM project goals

• Describe detailed business

processes and generate

requirements

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BUSINESS IT

Event

Function

Function

Person type

Person type

Applicationsystem

type

Applicationsystem

type

Document

Document

Function

Function

Event

Event

Person type

Person type

Applicationsystem

type

Function

Document

Document

Document

Document

Document

Person type

Event

Event

Process interface

Process interface Process interface

Business process model Dynamic interface based on the process

Integrating 16 Different Systems

to deliver unified call-center Interface for Gjensidige

Clear understanding of business needs

Integration of 16 legacy systems

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Question

How long does it take to implement a CRM solution in the bank?

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TIP 3: Step by Step Approach

Make a POC project

Start with one department/one

process

(Fast ROI)

Build the Roadmap

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2 months 3-4 months 1.5-2 years

• Small investment in licenses

• Solving a simple case

• Cost-sharing model

• 360 degree single customer view

• Marketing campaigns

• Call center automation

ICB is a Microsoft Gold Certified Partner for Application development

ICB is CRM Certified Software Advisor partner of Microsoft

ICB is a value-added reseller of Software AG-IDS Sheer for Bulgaria, the world leader in process management

ISO 9001:2008 for software solutions development and consulting in the field of business process management

About ICB

Competences

Established in 1996 ICB is a privately-owned Bulgarian Company 2012 ~4 mln EUR

Customers in 10+ countries and 350+ successfully completed projects

More than 120 experienced specialists in the field of software development and business consulting

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2

3

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A TECHNOLOGY EXPERT

Implements BPM approach to understand customer business-specific needs

Improves customer performance by a factor of 10+

Experienced and talented people with out-of-the box approach

Deep technology knowledge in Microsoft products and platforms

More than 300 successfully completed projects in maritime and defense, finance and insurance, government “Preferred partner” status to major accounts

What is ICB Today

AN INNOVATIVE PROBLEM-SOLVER

A TRUSTFUL PARTNER

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•Ministry of Environment and

Water

•Ministry of Justice

•Ministry of Finance

•National Revenue

Agency

•National Health Insurance Fund

•Ministry of Transport and IT

Cash Service Company

Our Customers

ENERGY AND UTILITIES BANKS

FINANCIAL SERVICES

IT INDUSTRY/

ENGINEERING PUBLIC SECTOR

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• Mobile apps award BAIT 2013

• Web site of the year 2012 in Building construction

• Silver European Seal of Excellence 2012

• Export-oriented company of the year 2011

• Bronze medal at the Geneva Exhibition of Inventors 2011

• Gold European Seal of e-Excellence 2011

• European IT Excellence Awards 2010

ICB Awards

Thank you for your attention!

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Contact information: Neda Hitsova Marketing manager ICB-InterConsult Bulgaria T: +359 2 812 92 41 M: +359 896 802 114 Neda.hitsova@icb.bg