Finacle CRM - Everything a Financial Institution Needs

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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