Customer Acquisition and Cross &UpSell in Banking- with MS CRM
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Transcript of Customer Acquisition and Cross &UpSell in Banking- with MS CRM
www.veripark.com
Customer Acquisition & Cross-Sell
MULTI-CHANNEL
DELIVERY
BANKING
CRM
LOAN
ORIGINATION
Ozkan Erener
CEO
07 Nov 2013
Agenda• VeriPark Introduction
• ING Bank Case Study
• Cross selling at EVERY opportunity
• Mobile / tablet apps as a rising channel• Direct Sales Agent App
• Event based selling
• Gamification
2
VeriPark
340 Employees
4 Cities, 3 Continents – Istanbul, Dubai, Cairo, Riyadh
Established in 1998
A Microsoft Gold Partner Specialized in Banking
Our References
VeriPark add-on for Dynamics CRM
ING Bank TurkeyCase Study
© 2012 VeriPark
© 2013 VeriPark 9
© 2013 VeriPark 10
© 2013 VeriPark 11
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© 2013 VeriPark 13
2,140 CRM Users
My Page – A dashboard for branch user
Single View of Customer
Deposits distribution chart.
All blue. It should be in many colors. Customer uses only term deposits. I should mention the mutual funds!
Channels usage chart.
All green. It should be in many colors. Customer only uses ATM channel. I should ask why they don’t use Internet banking.
My Sales Dashboard
Mortgage Calculator
• Kick-off & Requirements GatheringJul 26, 2010
• Technical AnalysisAug 4, 2010
• Sign-off & Software DevelopmentSep 24, 2010
• DemoNov 5, 2010
• Production Installation ve TrainingsDec15, 2010
• Data Completeness TestsDec 21, 2010
Implementation Milestones
http://www.microsoft.com/casestudies/Microsoft-Dynamics-CRM-4.0/ING-Bank-
Turkey/ING-Bank-Deploys-CRM-Tool-for-Retail-Banking-Sales-Agents-in-Just-Four-
Months/4000011176
Then the 1st Campaign Came
© 2013 VeriPark
Orange Account – So Far…
Only 19% of the acquired customers are currently mono product status
40,000 dormant accounts got reactivated in 2 months due to targeted campaign
management system
160,000 new accounts opened in twomonths
And the 2nd Campaign
© 2013 VeriPark
Cross SellingOffer box - Single view – Outbound campaigns
Bundle products
© 2012 VeriPark
Avoiding The 3E Trap –Everything for Everyone, Everywhere
Channels for Cross Selling
Benefits of Channel Optimization
Single Customer ViewProducts / Offers / Alerts / Cases
© 2012 VeriPark
Business Need for Single View
– Provides targeted campaigns information
– Eligible products information
– Loads up in 5 seconds
– Consolidates many screens into one screen
– Increased compliance
– Pro-active actions management
– Consolidated interactions history
Servicing efficiency
Cross sell / up sell tool
Alerting tool
Interaction history display tool
Single View for a retail banking client
Selling @ Direct Sales VisitSingle View / Pipeline / Customer Data
Tablet / Mobile Computing
• Acquisition
• Calculators
• Applications (Insurance, Loan)
• Inquries
• Balance inquiries, maturity inquries
• Statement requests
• Maintenance
• Card activation, de-activation
• Stop lost card, cheque book request, other maintenance
requests
• User profile maintenance, address change, mobile no change,
etc
• Transactions
• Bill payments, card payments, mobile top ups
• Transfers, remittances
• Loan application, supplementary card application, overdraft
activation
• Product / campaign inquiry
• 360 of Customer
• Deposits, Loans
• Eligible products
• Targetted offers
• Alerts / Notifications
• Complaints, Call reports
• Customer data maintenance
• Banking applications on tablet
• Dashboards access
• Instant Origination
• Account opening
• Loan application
39
Core BankingSI Failure: Telephone bill not paid
Salary Transfer
Delinquency?
Black Listed?
SMS Gateway
SMS Message
OverDraft offer:
Your phone bill is not
paid due to insufficient
funds. You are eligible
for an overdraft limit of
300 TL.
Reply “Yes” to activate
this limit and pay your
telephone billReturn Checks?
SMS Gateway YesMatch
Campaign
Enable OD
Limit
Pay Unpaid
Bills
CoreBanking
Payment
Gateway
Cross Sell: One More Product Sold!
SMS Gateway Large Purchase
In
pre-approved
list?
In
pre-approved
list?
In
pre-approved
list?
SMS Gateway
SMS Message
Convert your Dhm 9,900
purchase from Sharaf DG
into a personal loan and
pay it back in Dhm 900
for 12 months.
Simply reply “YES” to this
message.
Credit Card
SystemNew Card
Provisioned
Card Activated?
Any open
complaint or
cancellation
request?
SMS Gateway
SMS Message
Extra 1,000 points if you
activate your card within
3 days.
Simply reply “YES” to this
message and we will call
you back for activation.
Wait 15 days
N N
Loan
Management
System
Last Installment
Paid
Has any saving
account?
Propensity to
saving account more
than 60%
SMS Gateway
SMS Message
Dear Ozkan, you’ve just
paid EUR 600 for your last
installment of auto loan
34 JZ 756. We offer you a
5% pa savings account
with no maturity if you
continue saving EUR 600
every month. Just reply
“Yes” and we will open
your new saving
account.
SMS Gateway YesOpen Savings
Account
Setup a new
Standing Order
Send back the
account number
CoreBanking
SMS Gateway
CoreBanking
Two more products sold!
Internet Banking
System
Check customer
calling hour
preferences
CTI Auto Dialer
Phone Call Script
Dear Ozkan, I’m
calling from VeriBank.
You’ve just locked
your internet banking
account. May I help
you to unlock it?
OK
Customer
Account Blocked
One more happy customer!
GamificationBanking more fun!
© 2013 VeriPark
© 2013 VeriPark 46
• Ozkan Erener
• General Manager
• +971 4 304 2438
• VeriPark – www.veripark.com
Questions and Answers