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GET A 360 VIEW OF CUSTOMERS

Finacle CRM Solution

ACCELERATE INNOVATION


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Delight customers today,

retain them tomorrow

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

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.


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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.

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 solutions proven scalability ensures that it can meet the needs of

growing banks and established firms alike.

Finacle CRM

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

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.

Manage customer

relationships effectively


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Functional architecture

Marketing Platform Sales Platform

Service Platform

Branch/Service Centers

Target List

Manager

Multimedia

Campaign

Loan Modeler

Income Multiplier

Blacklist Master DSA Master Load Balancing

Templates Product Catalog

Origination

Campaign

Manager

Campaign

Response

Debt Service

Ratio (DSR)

Credit Filter &

Scorecards

Credit Bureau

Interface

EnquiriesManagement

Multi-Wave

Campaign

Oportunity

Management

Application

Management

Offers

Service RequestManagement

SLA Management

Contact

Management

ComplaintsManagement

Knowledge Base

Management

Quota, Incentive

Management

Call Center(CTI, IVR, Soft phone)

e-banking

Channel Integrator

Interaction Management

OtherChannels

Skills MasterStraight ThroughProcessing (STP)

Deviation Matrix

Standard

Components

Escalation Engine

Multilingual

Workflow Engine Audit Trail Deduplication Engine

Routing Engine Access Manager Reporting

Infrastructure

Components

Enterprise Customer Information

Customer

Relations

360 Degree View

Prospects

Preferences


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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 arein a position to offer them the right choices

increasing chances for successful sales.

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.

This helps manage the various lifecycle

stages in a relationship with the customer,

and access comprehensive segmentation

information, all through a unified view.

Flexible and user-definable templates

support KYC and AML compliance

mandates.

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

the offers module of Finacle CRM to

generate attractive marketing offers to

promote product sales.

Origination

Process automation, for appraisal of

product applications and creation of such

accounts, can save valuable staff time.

Using the modules 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-to-

end solution.


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Service

Finacle CRM automates service processes

to power faster response time for customer

requests. A sophisticated routing and

escalation engine routes customer requests

to specialist bank executives for prompt

action. For banks with a multi-channel

strategy, the service module is deployed

with Computer Telephony Interface (CTI)

and Interactive Voice Response (IVR) in a

call center environment to improve the

efficiency of service representatives.

Call center

With built-in interfaces to IVR and CTI

middleware, the call center module

increases the efficiency of call handling.

Auto-authentication in IVR through TPIN

helps customers transact through tele-

banking. The CTI screen displays pre-

populated customer data, personalizing

the customer experience and empowering

the service representative with a 360 view

of the customer. The soft phone, equipped

with typical telephone features, helps

marketing executives make outbound calls

with the right information, increasing the

response to a telemarketing campaign.

Marketing

The marketing module not only generates

demand through multi-channel and

multi-wave campaigns, but can manage

campaigns that maximize ROI on every

marketing dollar. The list manager helps

target campaigns to the most suitable

prospects, while the template editor

designs and personalizes marketing

messages with an attractive display of

product information for prospects.


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Additional features

Direct banking

Finacle supports direct banking - financial

services delivery solely over the Internet.

Rich functionality enables managing

product enhancement, bundling, loan and

overdraft account origination, and setting

of pre-eligibility criteria for a direct bank.

All information about the direct banking

customers can be viewed from one unified

and comprehensive source of information.

Workflow management

Users can outline different workflows

for various business processes, allowing

banks to define processes best suited for

service request management, origination,

customer creation or maintenance, inaccordance with their needs.

360 view customer dashboard

Finacle CRM enables the banker to analyze

data made available through a 360 view

of the customer. This provides invaluable

information about the customers

relationship with the bank through easy-

to-understand graphical representations

such as charts and graphs. The account

aggregation view makes it easier for a

credit officer to analyze assets, liabilities,

and investments of the customer at a

glance.

Interaction management

Customer interactions with the bank,

irrespective of channels, are managed

by the interaction management module.

With the complete interaction history

of the customer in view, the service

representative can stay abreast of the

customers changing needs and adjust the

interaction accordingly.

Template management

With Finacle CRM, users can add dynamic

variables when creating a template and

even edit activated templates.

Adding additional content and including

more functionality to provide values

at runtime is automated and easy to

accomplish. Users can do this based on

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


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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 architectureFinacle 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.

Multilingual deploymentFinacle CRM supports bi-directional

language scripts and internationalization

of data formats. The translation toolkit is a

distinct value addition for banks looking to

expand their global footprint.

Analytics and reports

The solutions reporting infrastructure

allows report templates to be created

in Jasper, an industry standard report

generator. Reports can be generated at

scheduled intervals with data collected

from across Finacle solutions including

Finacle CRM. Finacle also provides out-

of-the-box intelligence for customer

analytics. The reports encompass analysis

of customer profitability, sales, campaigns,

and services.

Finacle CRM is integrated with a real-timeintelligent conversation and interaction

management engine called Clari5 to

add conversational tacit intelligence to

customer interactions.

Enterprise alerts

Finacle enterprise alerts provide

multichannel (SMS, MMS, and e-mail)

system notifications. Finacle supports the

generation of event-based alerts, from

any of the banks transaction processing

systems, keeping customers abreast of

relevant information and change.

Knowledge base management

Business users at the bank can refer to

the Finacle knowledge repository for

frequently sought information about

processes, service queries, and standardpractices.


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Business benefits

Acquire customers aggressively

Creating personalized, targeted marketing

campaigns that generate demand and

executing sophisticated multi-channel

marketing strategies is streamlined with

Finacle CRM. This optimizes marketing

efforts and results in greater conversion of

prospects.

Enable targeted right-selling

A comprehensive, 360 and single-source

view into all the relationships customers

have with the bank also enables banks to

understand what else they might need.

Finacle CRM supports robust customer

analytics to deliver true relationship

banking and create a pipeline of

opportunities for right-selling. Finacle CRM

can integrate with other white-labeled

solutions to develop the right message for

each customer.

Increase operational efficiency

Finacle CRM supports business automation

for processes and business activities,

eliminating manual tasks and reducing

process time. Straight-Through-Processing

(STP) abilities speed up turnaround and

allow for speedy completion of tedious

tasks. And the multilingual Web-based

single repository of information enables

remotely located bankers to collaborate

and transact seamlessly.

Lower the total cost of ownership

Finacle CRM is future-ready because it is

Web-based and built on open technologies

that can be seamlessly integrated with

other enterprise applications. The

solutions robust architecture and proven

scalability protects the banks technology

investments.


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Finacle helps build

tomorrows bank

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

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 tomorrows bank with Finacle CRM.


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About Infosys FinacleInfosys Finacle partners with banks to transform process, product and customer experience, arm-ing them with accelerated innovation that is key to building tomorrows bank.

For more information, contact [email protected] www.infosys.com/finacle

2013 Infosys Limited, Bangalore, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice. Infosysacknowledges the proprietary rights of other companies to the trademarks, product names and such other intellectual property rights mentioned in this document. Except as expressly permitted, neither thisdocumentation nor any part of it may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, printing, photocopying, recording or otherwise, without theprior permission of Infosys Limited and/ or any named intellectual property rights holders under this document.

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