pentegy - crm
TRANSCRIPT
CRM – a way to grow
your revenues in an
effective way, important
lessons learned
CIS bankers Retail Banking
Forum
Kyiv, 31 May 2012
OUR COMPETENCES – WHAT DO WE OFFER
„Good ideas have no age,
they only have a future”
Robert Mallet All rights reserved• www.pentegy.com • page 2
Dedicated
solutions for HR
CRM solutions
Systems’
integration
Internet and
mobile solutions
IT
Consulting
Cards and
electronic payments
Business
Consulting
Software
Factory
All rights reserved • www.pentegy.com • page 3
OUR CRM PROJECTS‘ REFERENCES
3
Strategic CRM enablement program completed in Ukraine for an universal bank The largest installation of a retail banking CRM / Sale Force Effectivness / Front Office Platform in Central and Eastern Europe – Unicredit in Poland – Bank Pekao S.A. Corporate CRM – extensive business and systems experience with a modern approach to management of corporate banking teams Multiple implementations of CRM / Front Office solutions in Ukraine
All rights reserved • www.pentegy.com • page 4
OUR CRM PROJECTS‘ REFERENCES
4
WHY ?
All rights reserved • www.pentegy.com • page 6
LESSONS LEARNED
6
You must understand the reason for you to engage in a CRM program and define your goals.
All rights reserved • www.pentegy.com • page 7
LESSONS LEARNED
7
It is not about the IT system alone as a starting point – driving CRM through a selection of an IT system is usually a wrong path
All rights reserved • www.pentegy.com • page 8
LESSONS LEARNED
8
Fast implementation OF BUSINESS CONCEPTS and conversion of bussiness onto operations and IT is a KEY SUCCESS FACTOR! The world (AND COMPETITION) is moving fast today.
All rights reserved • www.pentegy.com • page 9
LESSONS LEARNED
9
CRM implementation is a perfect way to re – focus and change culture of your organization. From „CLERK” to „SALES AND SERVICE ORIENTED”
All rights reserved • www.pentegy.com • page 10
SELECTED BENCHMARKS AND BENEFITS
10
Shortening time to service one client Implementation of client service standards Ability to execute advanced analysis on sales effectivness and to create much better and accurate sales plans Easy access / monitoring of sales representatives Easy access to overall client history and 360 degree data view allowing to target his needs better Implemenation of a clear pricing policy, including individual pricing Clean and organized storage of client documents Full analytical capability to monitor relations among sales events, clients, sales representatives and client requests for new products
All rights reserved • www.pentegy.com • page 11
KEY SUCCESS FACTORS
11
Executive management support is essential Business objectives must be defined and measured Functionalities must be based on business objectives and processes IT system should be either selected to fit business objectives – or as a flexible platform that can be tailored FAST to business objectives Effective training program – is a key to change the organization Program must be split into short phases – performance at each stage should be measured against defined goals
www.pentegy.com Strictly confidential
CONTACT
www.pentegy.com
PENTEGY S.A.
Our offices:
UKRAINE
13/21, Provulok T.Shevchenka, office 8
01001 Kiev, Ukraine
Tel: +38 044 278 65 54
Fax: +38 044 278 65 54
www.pentegy.com
POLAND
ul. Felińskiego 25
01-555 Warszawa
Tel: +48 22 101 20 20
Fax: +48 22 101 20 21
www.pentegy.com
We invite you to contact us.
In case of any additional question, please do not hesitate to contact:
Slawek Grochulski
Partner and CEO