Accelerate Innovation Get a 360째 view of customers Finacle CRM Solution
The ultimate goal for any business is to attract and retain delighted customers. Transformation of customer lifestyles, the needs of newly created middle classes, and shifts in consumer behavior - like the rapid adoption of mobile phones and social media - have created new opportunities to reach customers, improve their banking experience, and grow revenues. However, these shifts
Delight customers today, retain them tomorrow
have brought with them additional pressures for businesses to keep pace with steadily heightening customer demand. Traditional account management is quickly evolving to become more holistic and nurturing. A comprehensive solution that provides a unified, real time, and consistent view of the customer, across all channels of interaction, can help banks reach that ultimate goal of building profitable relationships with delighted, loyal customers.
Finacle CRM, integrated with the powerful Finacle core banking engine, has everything a financial institution needs to address the complete cycle of marketing, sales, and service for banking products. Finacle helps deliver better customer experience across channels and creates an effective platform for right-selling and deepening customer relationships by presenting a unified view of the customer.
Finacle CRM
the solution also arms banks with the tools to increase their reach through effective product-push campaigns. Key modules of Finacle CRM can be implemented all at once or activated over time as needed. The solution’s proven scalability ensures that it can meet the needs of growing banks and established firms alike.
Start with complete and accurate customer information Finacle CRM provides a ‘single customer truth’ with a complete and unified relationship view of the portfolio held across the bank and multiple host systems.
Market the right products to each customer targeted right-selling involves offering the best suited product, for every customer, based on their individual needs and preferences. With Finacle CRM, sales and
Manage customer relationships effectively
marketing programs become more effective because they are guided by customer intelligence.
Originate and process online Automated product origination and processing makes it possible for customers to get quicker responses to their requests.
Improve sales results Finacle CRM contains an automated and configurable quota management system to help banks measure the relative performance of each sales staff member.
Functional architecture Branch/ Service Centers
Call Center (CTI, IVR, Soft phone)
Other Channels
e-banking
Channel Integrator Interaction Management
Target List Manager
Campaign Manager
Multimedia Campaign
Campaign Response
Origination Debt Service Ratio (DSR)
Loan Modeler
Income Multiplier
Credit Filter & Scorecards
Blacklist Master
Escalation Engine Multilingual
Application Management
Quota, Incentive Management
O ers
Contact Management
Enterprise Customer Information
Marketing Platform
Skills Master
Oportunity Management
Multi-Wave Campaign
Templates
DSA Master
Customer
Prospects
Relations
Preferences 360 Degree View
Credit Bureau Interface
Enquiries Management
Product Catalog
Sales Platform Service Platform Service Request Management
Complaints Management
SLA Management
Knowledge Base Management
Straight Through Processing (STP)
Load Balancing
Deviation Matrix
Work ow Engine
Audit Trail
Deduplication Engine
Routing Engine
Access Manager
Reporting
Standard Components
Infrastructure Components
Key modules Enterprise customer information When more is known about customers - their demographics, psychographics, financials, preferences, and the relationship they already have with a bank – banks are
and access comprehensive segmentation information, all through a unified view. Flexible and user-definable templates support KYc and AMl compliance mandates.
In addition to supporting enterprise view of customers across multiple host systems, this module also supports a global view of customers across multiple legal entities and countries for a multi-national bank.
Origination
product applications and creation of such
Sales Improve the sales effectiveness of direct selling agents and bank executives with automated and configurable application processing, quota management, and incentive distribution based on sales targets. Banks can also leverage
accounts, can save valuable staff time. Using the module’s standardized processes also significantly minimizes operational and credit risks. Integrated with Finacle core banking, this module gives banks all the advantages of an automated end-toend solution.
this helps manage the various lifecycle stages in a relationship with the customer,
promote product sales.
Process automation, for appraisal of
in a position to offer them the right choices increasing chances for successful sales.
generate attractive marketing offers to
the offers module of Finacle CRM to
Service
Call center
Marketing
Finacle CRM automates service processes
With built-in interfaces to Ivr and ctI
The marketing module not only generates
to power faster response time for customer
middleware, the call center module
demand through multi-channel and
requests. A sophisticated routing and
increases the efficiency of call handling.
multi-wave campaigns, but can manage
escalation engine routes customer requests
Auto-authentication in Ivr through tPIn
campaigns that maximize roI on every
to specialist bank executives for prompt
helps customers transact through tele-
marketing dollar. the list manager helps
action. For banks with a multi-channel
banking. the ctI screen displays pre-
target campaigns to the most suitable
strategy, the service module is deployed
populated customer data, personalizing
prospects, while the template editor
with computer telephony Interface (ctI)
the customer experience and empowering
designs and personalizes marketing
and Interactive voice response (Ivr) in a
the service representative with a 360째 view
messages with an attractive display of
call center environment to improve the
of the customer. the soft phone, equipped
product information for prospects.
efficiency of service representatives.
with typical telephone features, helps marketing executives make outbound calls with the right information, increasing the response to a telemarketing campaign.
Additional features Direct banking
360° view customer dashboard
representative can stay abreast of the
Finacle supports direct banking - financial
Finacle CRM enables the banker to analyze
customer’s changing needs and adjust the
services delivery solely over the Internet.
data made available through a 360° view
interaction accordingly.
rich functionality enables managing
of the customer. this provides invaluable
product enhancement, bundling, loan and
information about the customer’s
overdraft account origination, and setting
relationship with the bank through easy-
of pre-eligibility criteria for a direct bank.
to-understand graphical representations
All information about the direct banking
such as charts and graphs. the account
customers can be viewed from one unified
aggregation view makes it easier for a
and comprehensive source of information.
credit officer to analyze assets, liabilities,
Adding additional content and including
and investments of the customer at a
more functionality to provide values
glance.
at runtime is automated and easy to
Workflow management
With Finacle CRM, users can add dynamic variables when creating a template and even edit activated templates.
accomplish. Users can do this based on
Users can outline different workflows for various business processes, allowing
Template management
Interaction management
banks to define processes best suited for
Customer interactions with the bank,
service request management, origination,
irrespective of channels, are managed
customer creation or maintenance, in
by the interaction management module.
accordance with their needs.
With the complete interaction history of the customer in view, the service
configuration set for templates when an email is being generated.
Single Sign On (SSO) SSo helps users log on to multiple applications with a single user ID and
password eliminating the need to memorize multiple user IDs and passwords for different systems. this saves time and enables easier adherence to application security policies at the bank.
Standards based architecture Finacle CRM has a true n-tier architecture with distinct presentation, business logic, and database layers that allow the solution to scale to the requirements of large and regional banks alike. the solution also provides robust interfaces to a variety of backend systems. Seamless integration to Finacle core banking and e-banking solutions is available.
of data formats. the translation toolkit is a
add conversational tacit intelligence to
distinct value addition for banks looking to
customer interactions.
expand their global footprint.
Enterprise alerts Analytics and reports
Finacle enterprise alerts provide
The solution’s reporting infrastructure
multichannel (SMS, MMS, and e-mail)
allows report templates to be created
system notifications. Finacle supports the
in Jasper, an industry standard report
generation of event-based alerts, from
generator. reports can be generated at
any of the bank’s transaction processing
scheduled intervals with data collected
systems, keeping customers abreast of
from across Finacle solutions including
relevant information and change.
Finacle CRM. Finacle also provides outof-the-box intelligence for customer analytics. the reports encompass analysis of customer profitability, sales, campaigns, and services.
Knowledge base management Business users at the bank can refer to the Finacle knowledge repository for frequently sought information about
Multilingual deployment
Finacle CRM is integrated with a real-time
processes, service queries, and standard
Finacle CRM supports bi-directional
intelligent conversation and interaction
practices.
language scripts and internationalization
management engine called clari5 to
Business benefits Acquire customers aggressively
analytics to deliver true relationship
single repository of information enables
creating personalized, targeted marketing
banking and create a pipeline of
remotely located bankers to collaborate
campaigns that generate demand and
opportunities for right-selling. Finacle CRM
and transact seamlessly.
executing sophisticated multi-channel
can integrate with other white-labeled
marketing strategies is streamlined with
solutions to develop the right message for
Finacle CRM. this optimizes marketing
each customer.
efforts and results in greater conversion of prospects.
Lower the total cost of ownership Finacle CRM is future-ready because it is Web-based and built on open technologies
Increase operational efficiency
that can be seamlessly integrated with
Finacle CRM supports business automation
other enterprise applications. the
Enable targeted right-selling
for processes and business activities,
solution’s robust architecture and proven
A comprehensive, 360° and single-source
eliminating manual tasks and reducing
scalability protects the bank’s technology
view into all the relationships customers
process time. Straight-through-Processing
investments.
have with the bank also enables banks to
(StP) abilities speed up turnaround and
understand what else they might need.
allow for speedy completion of tedious
Finacle CRM supports robust customer
tasks. And the multilingual Web-based
Finacle from Infosys partners with banks, the world over, to accelerate innovation and unlock the value levers of their business. creating and launching new offerings faster than the
Finacle helps build tomorrow’s bank
competition, increasing right-sell efficiencies and customer delight, while optimizing processes to support agile and cost efficient operations has never been easier. Bring customers to tomorrow’s bank with finacle CRM.
About Infosys Finacle Infosys Finacle partners with banks to transform process, product and customer experience, arming them with ‘accelerated innovation’ that is key to building tomorrow’s bank.
For more information, contact finacleweb@infosys.com
www.infosys.com/finacle
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