Talisman 19/12/2014

Attendees:
IDFC: Santhosh Khurade(IT),Prashant Coropratre banking PFM, Mahesh Wholesale
Operation, Toshiq transaction banking team, Ram -Risk, Mahesh, Prashant
(corporate banking), Sudheer Muvvaa, Dheeraj Mittal (operations)
Talisman: Sudheer shetty Global head, Mayur (Pre sales) Naveen (Regional Manager)
Dondon Rebello (Technical architect), Gaurav Narang (Pri solution consultant),
Prateep Dubey,
Wipro: Rajat
1700 implementation 35 countries
100 customers India
5 data centers
SAAS and on promise offerings or Hybrid

Entreprise sif
Platform approach

ADCB
Indiusind
Karur vyasa
HDFC
ICICI Canarfa
IDBI
Citibank
ING Axis
Caixa geral de deposits

Banks with customer relationship details needed.

Knowledge Bank

Cheque book issue

Request-authorization-printing-courier cheque

Intelligent CRM
Unified Communication Platform
Social Media Contact Centre
Customer Process Management
Sales Force Automation
Marketing Management
Service Management
Knowledge Solutions
Analytics
Mobility

Customer self service related to non crm transactions requires Customization

Social Media integration:

IDFC fanpage: posts complaint - manual ticket creation in system

Knowledge bank integrates in house agent and SMES articles have the expiry date
functions also.

Existing bank usage of web services for lead management integration

Citibank 17 systems

Loan Partial Batch mode integration.

Corporate customer: Ecube status

Assisted Mode real time integration and information available for the Contact Centre
Agents requires customization
Chat sessions can be transferred to the SME/Supervisor

Q2 Video Chat

Employee Relationship management implementation at Axis Banks

Master Data integration with HRMS

Sales Origination Lead origin tracking

Analytics that can be used for dynamic

Ability to map organization hierarchy

Parent Account child account

People replaced then the Hierarchy can be updated and audit trail of the changes

Treasury banking / Corp banking

How easy it is business rules and validations config

Smart management of the internal trackers to managements

Before breach of the SLAs

Treasury banking CRM - alert mechanism for news

Salary processing of external customers

National skill development register Skills registered users KYC integration with
aadhar De dup multiple category (

Lead De duplication

Product /process flow and pre hand info for RM for Corp bank

Internal Broadcast for RM;

Merchant Export business

Meetings Memos Call reports Parent subsidiary limits in upgrade the hierarchy is a
challenge

Not expert in Document Management system

List of Documents in digital form

Unique product config

Mobility Solutions:

Lead assignment like radio cabs dynamic assignment and also on the basis of the
Branch

Email Assignment and Management

Travel direction intelligence for the Agent to Customer address

Event journeys in the graphical format can be made available like dominos pizza

HRMS +CRM

Organization Hierarchy Setups

Global Roles are for admin setup areas

Transaction info are in the Team roles views
Position Hierarchy defines the information setup

Standard industry is Pop3/Imap/Office365 till 2007 support

Custom Object function

Online Archive and Offline Archive for the transactions

Flexibility to create the New fields and create business rules

Workflow Creation is possible for the IDFC Super users

Restriction to post calls working. After restriction new calls cannot be taken

Pre Chat form conditions.

Data access profiling

By associating no of inbound communications manually the complaint gets

triggered.

Revisit flag for CRM

Assisted mode
Self Service Mode

Paid Mode and Owned Mode

From Paid mode marketing is done and preference is

Prospects should respond through the Self Service Mode
If not then the Assisted Mode

The Assisted mode and Self Service mode becomes the Web templates Meta data
and data is in the core systems.

No user gets to the see the Core systems. Every user only gets to the see Web
Metadata and transaction and master data is from the MDM and ESB.

Ib

MS CRM

Social CRM
Mobile Connectivity
Information analytics

Sales Mkting Ccare Csutome apps

Tablets phones browsers desktop

Social internet social external IM Calling & Video Email Document collab
Community Portals

Analytics & BI Workflow Guided processes Business Rules # Logic flexinle metadata

Browser independent
Analytics imbedded

Yammer in social internal - interaction within org

Document collab - Sharepoint

1 Env - Cloud - On premise

2 Platform
3 Social integration

4 Mobile

Well Fagro
Lloyds
Batclays
DBS
Citi
SP

State ban of India

South Indian Bank
Mahindra Finance
Barckays
Reliance Money
Appollo Munics
Religare
Star Union Diachi

Industy specific templates for business processes

Seamlessness of data access due to the sharepoint access

Offlien mode available

SFA integration

Legacy application sessions can be simulated in the MS CRM interface it is UI level

integration USD interface

Native application for form factor (android based/I-phone based)

CCS MSD CRM

50+ Customers IniNdia

Axix Bank
ICICI Sec
ICIIC Pru
SBI digital banking
Federal Bank
Vijaya Bank
Deutsche
Dhanlaxmi Bank

Enterprise Banking?
Retail Banking
Corporate Banking?

CCS customizes MSD CRM for Banking LOB

UI; Mobile Access Product knowledge base; activity calendar; alerts reminder;
customer info

Parameters can be defined for Household grouping In which case the scoring is
given to accounts and then manual call can be taken to make a households

IN CSB the Household ID should be made first

Dispatch of any service request the feed can be taken from the Vendor courier
service

Guided Process flow (Like Doms) for each process

Product team and Line manager rollups of numbers

Process Masters can be defined (Sales Stage)

Stage-wise Durations are also available

HRMS integration for Leave and then there can be business process defined for
buddy/backup sales exec

Collection management in the MSD CRM can be used for asset products

Customize the Geo tracking of the Sales/Service Agent

IT Helpdesk is over and above CRM

Ediscovery module

Social Listening Tools they search keywords to identify the social media activities
Radiant 360

Voice Logger (Product Nice) a link can be provided to the Calls between customer
and bank

Stage wise TAT is also available

Localised Holiday calendar can also be integrated with the escalation matrix

Checklist for type sub type to ease the call agent call closure time

Unified communication

CRM outlook Communicator sharepoint (DMS)

The conversation history is maintained as transcript against the customer history

The transcript can be sent to customer as email.

Sharepoint Knowledge base: In click2chat the keyword is

Business Analytics

Descriptive Analysis (Transactional analysis)

Predictive Analysis (Mkt, cust behavior analysis)
Prescriptive analysis (Predictive for customer behavior wrt Life cycle)

The BI Analytics graphs can be pulled up in CRM dashboards

OLAP
300 statistics Algorithmic
Azure ML (no banking reference)
Azure (Icici Bank)

Bing maps CRM application is native

Analytics imp point is that for the Call centre management to provide info on the fly

Search report in Business language

Database Agnostic

UCIC for South Indian where MDM is CRM

MDM is separate

Dedup logic is built for

Data Cleansing befoe data movement from Banking applic to CRM

SSIS is used

CCS is providing more ready to be delivered application for Banking

Connections for Cross Holding of Corporations the accounts are not subsidiary but
cross holdings

IMM

A url sent in campaign where prospect scores more than 60% then the prospect
data should be pushed to CRM

Campaign options Static List and Dynamic list

Lead Scoring is also possible for the lead generated against the campaigns

Corporate account the Users hierarchy with roles can be maintained in the CRM

Loyalty does not exist but employee incentive entity is used for calculation of points
but it is not being used for reward point redemption. Redemption of points is not
available.

Social Media analysis source, Poster, Sentiment, Location wise, Language wise

If the External Customers access the CRM then IFD Internet Facing Deployment will
be required

Social Media - Listening, Managing and E

Social
MDMarketing

Loyalty module not available

Product Configuration restriction
CCS-Microsoft tieup the challenge is that if there is any change in understanding
then there is an issue of the Banking related metadata

Hierarchial Campaign offerings can be done???

CRM NEXT

HDFC Bank 45000U 3000l Sales Marketing Customer Personalized emails

ICICI 3000 U 3000 L 20000+users on tab CRM next
Axis30000U 2000L Corporate banking

Aditya Birla calc RARA Product holding of corp on front end bank earning from
product holding alos availanle

Abhay: No prior experience with TCS Solutions is downside

Hdfc
Lead mgt
Sfa
Relationship mgt
Customer service
Performance target reporting

9 systems integration

In multi product Leador combo products lead

2 different lead is generated

Dedup available

The CRMN solution integrates the LOBs of Bank

DMS
Business Process Automation
Multi-Dimensional Analytics

Business Process Automation With (Sudheer) in Technical Architecture

No prior expreience with Adobe

POC can be done in the Public cloud during implementation phase and on
confirmation of the code can be moved to Private cloud. This helps the client in
getting its own hardware setup and the implementation can be started beforhand

HTML5 CSS3

Chat is Native function And external chat Czee colaboration

DPDS collections covered

Contact Centre collaboration (Avia at Tata AIA)

Whatsapp not available but road map item
Facebook api, linekid api,

RELATIONSHIOP MGMT TEAM ACCOUNT MGMT TEAM FROM PRODUCT capability

Incase of Batch and Rea-ltime integration there is data mismatch between different
products of the corporate and how to address it by Ram Risk. This is an adoption
hurdle

Video Calling integration with Cisco to be studied

De-dup can happen within the CRN and also pre loading

HDFC External Dedup user driven

Customer banding

Neglected Customers is function to find out the customers not contacted and then
data enrichment can be done to update the customer profile attributes eg: contact
details

Corporate banking: Update the account contact details, Corporate profile details for
data enrichment purpose

Axis Bank case for address change:

Welcome kit tracking throu CRN

Not delivered inventorised and in which branch and if not collected then how it is
being destroyed
System shows not delivered couriers

CRN is used for daily work monitoring of the employees

CRN has CTI tool competitive with best industry

Customer wise AHT CTI

Customer data protection from users before displaying the customer details

Popus for Data enrichment like PDI

House holding in the Insurance company with complex logics

The churn probab or customer banding etc are done in BI engine

For all complex calculation Analytics should be done in BI and then displayed in the
CRN

Collection Details can also be displayed in the CRN

Corporate Banking
360 dg view

Corp info can be integrated from public records capital line

RAROC calc
Key decision makers

RBI defaulter, CIBIL Score available

TAT can be calculated with Holiday Calendar Global calendar, territory based
calendar

Dispute reporting for MasterVisaRupay (NPCC)

Groups can be created in the pulse and internal employees can contribute in the
groups and see the leads in the

Siebel

Customer Xperience

Kotak 6000+ users

Union Bank 5000+ users
Bank of India 14000+ Users
Bank of Baroda 3000+ Users

Tata Motors 45000+ users

Financial Inclusion
Retail Bnanking
Commercial Banking
Corporate Banking
Private Wealth
Social
Channels

Common Contacts, Activities, Opportunities, companies

When the Customer Voice is being captured then the Knowledge base search starts
to populate the search result

Plugin Knowledge in to CRM application

For DeDup on contact creation the match is being done and matching contacts from
database is displayed with the scoring

Stand out feature: Policy Engine converts the MS Word policy documents

Cobra/Zenchat Video Chat built in Knowledge bases and plug in the Cases Business
rules can also be set with it, feedback survey and analytics.

Geo Location tagging is possible with integration

Symbolic link under contact