VeriPark Dynamics CRM Banking Add-onnba.veripark.com/wp-content/uploads/2016/07/VeriTouchBDM... · ...
Transcript of VeriPark Dynamics CRM Banking Add-onnba.veripark.com/wp-content/uploads/2016/07/VeriTouchBDM... · ...
www.veripark.com
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VeriPark Dynamics CRM
Banking Add-on360 / Sales & Marketing / Service
© VeriPark
Agenda
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• VeriPark Introduction
- Single Customer View
- Complaints And Service Requests
- Sales & Marketing Module
- Contact Center Automation
- Retention & Loyalty Management
- Master Data Management
• New customer enrollment
• Customer info update
• Suggested Implementation Plan
© VeriPark
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Solutions provider
specialized in
finance
Established
18 yearsa g o
500+Employees
Offices inLondon, Dubai,
Istanbul
BankingK n o wH o w
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VeriBranchBranch Automation
• Teller
• Seller
• Advisor
• Digital Branch
• Branch Open/Close
• Vault Open/Close
• Cash Recycler integration
• Signature Verification
• Biometric palm verification
• Unified Front End
VeriTouchAcquisition, Retention, Cross-sell
• 360 Degree Customer View
• Know Your Customer
• New Customer Enrollment
• Next Best Action
• Contact Center
• Service Requests &
Complaints Management
• Sales and Prospect Mngmnt
• Marketing Campaigns
• Loyalty Management
• Cross-sell & Up-sell
VeriLoanLoan Origination and Servicing
• Personal Loans
• Auto Loans
• Mortgage
• Credit Cards
• Direct Sales Tablet App
• Credit Bureau Integration
• Scoring
• Product credit policy
• Deviations & approvals
VeriLinkIntegration
Connectors
• Temenos / T24
• Oracle / FlexCubE
• Infosys / Finacle
• VISA / CMS
• Misys / Equation
• TCS / Bancs
• AFS / Vision+
• FIS / Cortex
VeriChannelOmni-Channel Delivery
• Retail Internet Banking
• Corporate Internet Banking
• Mobile Banking
• Kiosk Banking
• ATM Screen
• Contact Center Banking
• Branchless Banking
• Digital Banking
Products
© VeriPark
Global ISV (Independent Software Vendor)
Benefits of Global ISV
• Easy access to Microsoft and their quality assurance practices
• Access to Microsoft R&D team in US for product roadmap
• Banking, Insurance & Financial domain expertise –Necessity for becoming an ISV
200,000 Plus Partners
30,000 MBS Partners (For
ERP/CRM)
Only 16 Global ISV
Only 1 Global ISV
for BFSI
Microsoft Partner Eco-system CSP Relationship
• CSP ( Cloud Solution Provider): Veripark is also a CSP partner with Microsoft• entitles VeriPark to
offer all cloud based offering from MS –CRM Online, Azure and O365
• Can act as DPOR (Digital Partner of Record) for clients –Already a DPOR for Barclays & Deutsche Bank
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© VeriPark
100,000Traffic policies
sold with remote
advisors
BNP Paribas
in Turkey
25,000SME loans
booked in 3
years
Customer Acquisition Cases Retention Cases
Customer care
accelerator
17%Decrease in call
center call
durations
Private banking
saved
900KEuros in one year
Cross-Sell / Up-Sell Cases
Online Selling
200,000products sold
online in one
year!
Increased sales
team efficiency by
25%
VeriPark references
160,000Orange accounts
acquired in
3 months
Wealth management
conducted
5,000 meetings with
clients
Sold
€4.5 mİnsurance at
inbound calls
© VeriPark
VeriTouch Overview
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© VeriPark
Single view of
Customer
• Accounts and Cards, Policies
• Alerts & offers
• Interaction history
• Retail, SME, Corporate, Private
Sales Management
• Prospect management
• Product wise pipeline
• Lead capture at the branch
and call center
• Performance scorecard
Segmentation
• Client migration
• Value proposition
Customer Master Data
Management
• KYC capture & profiling
• Static data updates
Complaints and Service
Requests
• Complaint capture &
assignment
• SLAs and escalations
• Service fulfillment
Retention & Loyalty
• Call reports
• Retention offers
• Surveys,
• Loyalty Programs & Tiers
• Gift Catalogue
Marketing and Campaign
Management
• Targeted lists based offers
• Lead distribution to branches
Contact Center
• IVR / CTI integration
• 360 pop-up &
• unified agent desktop
Branch Front Office
• Teller
• Seller
• Customer on-boarding
• Advisor
VeriTouch Features
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© VeriPark
Rapid Deployment
• A ready made data model for retail & corporate
banking
• Over 500 custom entities for banking
• More than 1700 pages of ready made functional specs
ROI
• With the same project effort size more processes can
be delivered to the customer due to existing IP:
• Customer acquisition – retail, corporate, payroll
• Over 70 Banking transactions built in MS CRM such as
account and card management, payments, transfers.
Faster Adoption Rate
• CRM is prone to the risk of not being used. VeriPark is
battling with this issue for ten years. The existing
package has countermeasures for this risk
• Single View – Queuing system integration
• Unified Front End
Industry Best Practices
• Banks are looking for built-in processes, proven
Solutions in the application they acquire
• VeriPark provides many proven processes for CRM
• New customer enrollment
VeriTouch Benefits
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© VeriPark© VeriPark
The Single View
© VeriPark
Servicing efficiency
• Loads up fast
• Consolidates many screens into one screen
Cross Sell / Up Sell Tool
• Provides targeted campaigns information
• Eligible products information
Alerting Tool
• Increased compliance
• Pro-active actions management
Interaction History Display Tool
Business needs for Single View
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© VeriPark
Single view of a retail banking client
© VeriPark© VeriPark
Contact Center
© VeriPark
Service Requests• Balance and account inquiries
• Card activation, de-activation,
• Stop lost card, other maintenance requests
• Payments by card
• User profile maintenance, address change, mobile no change, etc
Contact Center as a Profit Center - Inbound
Single View
360 Implementation
Lead Capture Product /
Campaign Inquiry
Complaints
Capture
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© VeriPark
Sales campaigns• Target List based campaigns
• Scripting support
• Queue based call distribution
• Auto-dialer enabled
• Inbound calls re-sysnc
Contact Center as a Profit Center - Outbound
Collection calls
Satisfaction surveys Customer callbacks Information calls
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© VeriPark
Incoming call at call center
© VeriPark© VeriPark
Complaints & Service Requests
© VeriPark
Built in set of complaints
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Built in set of complaints from ATM, Credit card, loans etc
© VeriPark
Complaints Dashboard
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Complaints dashboard to give the current view
© VeriPark© VeriPark
The Sales Machinery
© VeriPark
Campaign Management
• Campaign channels, offers, duration, cost
• Targeting, filtering, uploading
Activity Management
• Daily tasks assigned to RM
• Escalation of unfinished tasks
Opportunity Capturing
• From prospects or existing customers
• Lead assignment based on rule engine logic
Sales Process
• Embedded application origination
• Eligibility calculations
Campaign Activity Opportunity Sale
Sales and marketing concepts
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© VeriPark
RM dashboard
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© VeriPark© VeriPark
Retention & Loyalty Management
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VeriTouch Loyalty Module
360 0 Loyalty
Deposits / Loans
Cards spends / payments
Channel activities
Transactions
Referrals and social activities
Awarding
Next day / real time
Single / Multi-step / Cumulative
Event based
Gamification support
Targeting
Merchant based
Targeted day / hour
Target list based
Participation enabled
Spending
Gift catalog based
Draw entitlements, raffles
Self-service channels
POS based
Partner Integration
Loyalty Campaign Partners
Redemption partners
Fulfilment partners
Accounting
Cost of points
Life cycle management
Debiting merchant accounts
Refunds management
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Credit card loyalty programme with gamificationand event based campaigns
Awarding Deposits, Card Spends, Channel Usage and Referrals
Savings accounts and term deposits give the account owner points for draws
360 awarding of customer activities, channel usage, deposits awarding
Savings certificates ownership entitles you to monthly draws
VeriTouch Loyalty References
Credit card social rewarding Facebook referrals are converted to points, points can be used as money in transactions
© VeriPark© VeriPark
Master Data Management
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New customer enrolment in CRM
Customer onboardingTablet based
Customer onboarding
Customer Details Capture
• ID Card integration
• e-KYC database
• ID scanning
Systems Check
• AML
• Blacklist
• Central Bank
Document Printing
• Retail banking contract
• Appendixes
Scanning
• Scanning from CRM
• Auto-saving to EDM
Instant Issuing
• Cards
• Cheque book
Product Selection Details
• Multi-product
• Standing orders
• Future needs
Direct Sales Agent App
• Touch optimized
• Photos of IDs
• Instant Eligibility Check
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© VeriPark© VeriPark
Suggested Implementation Plan
© VeriPark
Single view / Call Center
Customer experience
management
The salesmachinery
Portfolio management
New customer enrolment
Service Requests In Parallel
Suggested Implementation Plan
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