Case Study How Social Apps Innovate CRM in Banking and Financial Services, Herbert Wagger and Marcus...

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© 2012 INTRANET GmbH

Social CRM 2012 ConferenceFrankfurt, 11.6.2012

Marcus EurskensManaging Director | SPARDA International München

Herbert Wagger Managing Director | INTRANET Software & Consulting GmbH

How Social Apps innovate CRMin Banking and Financial Services

Speakers:

| © 2012 INTRANET GmbH

Safebook CalendarSocial CRM 2012

Agenda■ Introduction■ Social CRM Project at SPARDA International Munich ■ Concept of Social Apps For Enterprises■ Live-Demo■ Q&A



SPARDA International Profil

Unternehmensprofil• Gründung 1999

• Vermittlung von Versicherungs- und Vorsorgelösungen, Kapitalanlagen, untern. Beteiligungen und alternativer Investments

• angestellte Mitarbeiter, keine selbständigen Handelsvertreter

• Geschäftsgebiet Oberbayern und Österreich

• ca. 29.000 Kundenverbindungen

Auswahl aus unserem Anlageuniversum

Auswahl unserer Kooperationspartner

Gemeinschaftsunternehmen der Sparda-Banken München eG& Villach/Innsbruck reg. Gen.m.b.H.

Nymphenburger Str. 77D-80636 München

BahnhofplatzA-9500 Villach

http://www.google.de/imgres?imgurl=http://upload.wikimedia.org/wikipedia/de/e/e4/Sparda-Bank_Villach_Innsbruck_Logo.svg&imgrefurl=http://de.wikipedia.org/wiki/Datei:Sparda-Bank_Villach_Innsbruck_Logo.svg&usg=__g0myLzjQcQMcpscQyc4YgE6xzLU=&h=166&w=874&sz=26&hl=de&start=2&zoom=1&tbnid=Xhofr43JncxQsM:&tbnh=28&tbnw=146&ei=f6rIT4SRNaqg4gTstf0N&prev=/search?q=sparda+bank+villach&um=1&hl=de&sa=N&tbm=isch&um=1&itbs=1

http://www.google.de/imgres?imgurl=http://www.kinderschutz.de/local/media/Image/spenden_logos/SpardaBank.jpg&imgrefurl=http://www.kinderschutz.de/wirdanken&usg=__qbUCSWPqIFUP4AS0YYf2B6xzm0k=&h=62&w=190&sz=20&hl=de&start=8&zoom=1&tbnid=Wo7loKP0JyE6-M:&tbnh=34&tbnw=103&ei=l6rIT9bwK4Hf4QSxv_QS&prev=/search?q=sparda+bank+m%C3%BCnchen&um=1&hl=de&sa=N&tbm=isch&um=1&itbs=1

http://www.lhi.de/de/home.html

http://www.kgal.de/home.html

http://www.neitzel-cie.de/



Firmenprofil• Founded 1997• Independent Software Vendor• Markets: Banks, Insurance, SMB• 35 Installations, > 10.000 user• Business partner in Germany (hedersoft)

INTRANET Software & Consulting GmbHLAKESIDE B01, A-9020 KlagenfurtTel. +43(0) 4229 3900http://www.intranet-consulting.at

http://images.google.at/imgres?imgurl=http://www.thinking-minds.com/tmcipl/final/images/ibm_partner_logo.gif&imgrefurl=http://www.thinking-minds.com/tmcipl/final/html/partners.htm&h=248&w=441&sz=33&hl=de&start=22&um=1&tbnid=lcmXxiQrhnKhVM:&tbnh=71&tbnw=127&prev=/images?q=ibm+business+partner+logo&start=18&ndsp=18&um=1&hl=de&sa=N



5

INTRANET over the last years

2000 200920082004 2011

Integrated Frontend for Banking, Insurance, SMB

Web 2.0

New Technology

2013

Web 3.0



Social CRM Project at SPARDA International

■ Reduzierung des Verwaltungsaufwands. ( Personalaufwand)■ Potentialerkennung ( Ertragssteigerung gesamt und pro Kunde)■ Reduzierung der „ 1 Produkt-Kunden“. ( erhöhte Kundenbindung zum

Unternehmen)■ „Know your customer“ Prinzip ( Anti-Attrition, erhöhte Kundenbindung,

Umsatzsteigerung)

Ziele




■ Empfehlungskunden durch Verbesserung der Bestandskundenbetreuung■ Umsatzsteigerung durch zufriedene Kunden■ Effektivere Bearbeitung von Reklamationen (geringere Risiken)■ Verbesserte Produktauswahl und Produktfocussierung möglich■ Verbesserte Kunden- und Beraterzuordnung■ Weniger Papier / Druck■ Bessere interne und externe Kommunikation möglich■ Effektivere Kundenselektion

Nutzen




■ Übersichtlichkeit, Effektivität, Unkompliziert,■ Mitarbeiter kennen Social Media, dadurch keine Berührungsängste – ganz im

Gegenteil■ Social Media ist die Zukunft. Kein uns bekanntes Programm baut so intensiv

darauf auf.■ ausbaufähig

Vorteile



9

Concept of Social Apps For Enterprises

Watch out this Prezi

http://prezi.com/rnsulcj6p-xq/social-media-project-safebook-v2/



Selling experience Analytics

Recommender EngineGenius Social Networking

Tagging, Rating, Subscription Real Time conversation,

micro blogging

Everyone can contribute with his knowledge

User Experience„sexy UI“

“Safebook” brings the Best of the Consumer Web to Banking Business



The Benefits of a Social Intranet

Source: cmswire.com

http://www.cmswire.com/cms/social-business/how-social-intranets-are-rescuing-the-intranet-vision-sponsored-015626.php



12

Live-Demo

Social CRM360�CRM- and social view

ProdupediaSalesWiki, Rating, Tagging, …

i-TweetMicro Blogging & Activity Stream

Social Enabler, XNamesLotus Connections, Dropbox, Facebook

Social AnalyticsEmail, Calendar, i -Tweets

>

>

>

>

>



Resources and Links■ Case Study: How Social Apps Innovate CRM in Banking and Financial

Services■ Adding social and mobile access capabilities to CRM increases

productivity of sales people by 26.4 percent■ Social Apps For Enterprises: „Safe, Social, Sexy“■ Herbert Wagger‘s Blog

http://networkedblogs.com/xTsoB

http://networkedblogs.com/xTsoB

http://social-apps-for-enterprises.tumblr.com/post/19012505813/adding-social-and-mobile-access-capabilities-to-crm

http://social-apps-for-enterprises.tumblr.com/post/19012505813/adding-social-and-mobile-access-capabilities-to-crm

http://www.slideshare.net/HerbertWagger/safebook

http://www.wagger.at/



14

Q & A

Herbert [email protected] @HerbertWagger facebook.com/HerbertWagger

Marcus [email protected]

mailto:[email protected]

http://www.safebook.info/



www.intranet-consulting.at

Backup Slides



16

Social CRM (1)■ Purchase Probability (Amazon)■ 360 degree customer view,

profiling, segmentation, products, financial status, ...

■ Social Client acquisition (Campaigns, Opportunity Management, Contact Management)

■ “Follow” a Customer and get posted via Activity Stream

■ Advisory functions, Financial Planning (As-is analysis, szenarios, calculations, tools)

■ Sales planning/monitoring and controlling



17

Social CRM - 360° view on customer incl. social view■ i-Tweets from inside the

organisation■ Social Profiles & Conversations

(Facebook, Twitter, Google+, LinkedIn, ...)

■ Cross selling potential■ Opportunity Management■ Activity Management■ Appointments, ToDo‘s, e-mail



18

Produpedia – the SalesWiki■ Wikipedia concept, everyone

can contribute with his knowledge

■ Product Knowledge Base, Terms & Conditions, Highlights, add-on Products, ...

■ Best Practice in sales, tactics, sales arguments

■ Cloud Tags, Product Finder■ Comments, Ratings, Tagging■ Top Charts, What's New,

Popular, ...■ Blogs ■ Microblogging, publish feeds

into i-Tweet



19

“i-Tweet”, internal wall, micro blogging, info-push■ Integrate People, Content and

Applications■ Follow colleagues or experts

across the organisation■ Follow campaigns, loan

applications, hot customer cases etc.

■ Social Product Livecycle, involve Product Managers, Marketing, Sales, Legal, Sales Rep. in a feedback-loop.

■ i-Bank or external systems start talking to you via the live-feed and status updates.

■ Comments, Like, Share, Tagging



20

“XNames”, Social Address Book, Communities, ...■ Connect with and „follow“

colleagues, groups and specialists inside the Intranet and share information, ideas and knowledge

■ Existing groups from the Domino Directory can be used for posting information (similar to Google+ circles)

■ ad-hoc groups can be build and joined to work on certain business cases inside i-Bank

■ XNames is used inside safebook/i-Bank. Profiles from Lotus Connections can interface.



21

Enterprise AppStore■ Engage the user community,

rather than merely listing applications.

■ Embrace agile methods to regularly deploy new functionality.

■ Apply application intelligence, combined with DevOps disciplines, to improve the apps over time.

■ Mesure developer success through consumption and application intelligence feedback, rather than mere productivity or project completion.



22

Social Analytics (mail, calendar, i-Tweets)■ Email Ranking to find the top

contacts internally and externally as well as e-mails from customers.

■ Tag Searching to analyse popular subjects or terms, presented in a tag cloud.

■ Mail statistics: mails send/received, did people respond to you, did you answer e-mails, busiest day in the week, etc.

■ Analytics on calendar: number of meetings, how much time spent, Participants ranking, where, main subjects, ...

Case Study How Social Apps Innovate CRM in Banking and Financial Services, Herbert Wagger and Marcus...

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