Group members:

Wajiha ZameerMuhammad AbbasNydal Sheikh

Customer Relationship Management

VISION

To become a dynamic and efficient bank providing integrated solutions in order to be the first choice bank for the customers.

MISSION

To provide value-added services to our customers.

To provide high-tech innovative solutions to meet customers’ requirements.

To provide a challenging work environment and reward dedicated team members according to their abilities and performance.

To play a proactive role in contributing towards the society.

CORE VALUES

Integrity Excellence in Service High Performance Innovation and Growth

CRM AT ALLIED BANK

Building trust Allied bank CRM consist of IT software,

services and team. Previously they were using uni-bank system In 2011 they installed T24.

FEATURES OF T24

Secure system. Hacking resistance. Transaction reversal. Expensive to install.

CRM FEATURES

Enhancing productivity Mitigating risk Improving customer service

STRENGTHS

100% Online system. International visa debit card. Phone banking. 24/7 access. Training of staff with latest system. Power shutdown backup available. More than 55% market share of deposits all

over Pakistan.

WEAKNESS

Lack of awareness in customers. All branches are not uniformed. Customer never satisfies.

COMPETITIVE ANALYSIS

Bank al-Habib Standard Charted Habib Metropolitan. Meezan Bank.

Note: Mezaan bank and standard Charted are also using T24

software. Bank al-Habib is the biggest competitor in the context

of services.

DEPOSIT BASED SEGMENTATION

Deposits ratio is higher at allied bank which is its core competency.

Corporate customers. Salaried people. Household. Saving accounts are more than current

accounts. Branches near Industrial area has more

current accounts.

CUSTOMER COMPLAINS

Help Desk System Complains of customers are recorded in

writing. Than it is emailed to related department. Online complain access is also available.

OTHER ACTIVATES

Competition of BSM (banking service manager) between different branches.

Than sponsor in sports. Online co-ordination with LUMS, BEHRIA

university, NTS, ALLAMA IQBAL open university, SIUT.

FUTURE INITIATIVE

Planning to install solar panels to avoid power problem.

In those areas where there is a problem of power failure.

RECOMMENDATIONS

No focus on Islamic window. Lack of awareness about Islamic banking. Should improve services of all branches if

benchmarked with BANK AL-HABIB.

THANK YOU