Customer Acquisition and Cross &UpSell in Banking- with MS CRM

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Information about Customer Acquisition and Cross &UpSell in Banking- with MS CRM
Business & Mgmt

Published on March 15, 2014

Author: WimGeukens



examples from existing customers like ING Customer Acquisition & Cross-Sell MULTI-CHANNEL DELIVERY BANKING CRM LOAN ORIGINATION Ozkan Erener CEO 07 Nov 2013

Agenda • VeriPark Introduction • ING Bank Case Study • Cross selling at EVERY opportunity • Mobile / tablet apps as a rising channel • Direct Sales Agent App • Event based selling • Gamification 2

VeriPark 340 Employees 4 Cities, 3 Continents – Istanbul, Dubai, Cairo, Riyadh Established in 1998 A Microsoft Gold Partner Specialized in Banking

Our References

VeriPark add-on for Dynamics CRM

ING Bank Turkey Case Study © 2012 VeriPark

2,140 CRM Users

My Page – A dashboard for branch user

Single View of Customer Deposits distribution chart. All blue. It should be in many colors. Customer uses only term deposits. I should mention the mutual funds! Channels usage chart. All green. It should be in many colors. Customer only uses ATM channel. I should ask why they don’t use Internet banking.

My Sales Dashboard

Mortgage Calculator

• Kick-off & Requirements GatheringJul 26, 2010 • Technical AnalysisAug 4, 2010 • Sign-off & Software DevelopmentSep 24, 2010 • DemoNov 5, 2010 • Production Installation ve TrainingsDec15, 2010 • Data Completeness TestsDec 21, 2010 Implementation Milestones Turkey/ING-Bank-Deploys-CRM-Tool-for-Retail-Banking-Sales-Agents-in-Just-Four- Months/4000011176

Then the 1st Campaign Came © 2013 VeriPark

Orange Account – So Far… Only 19% of the acquired customers are currently mono product status 40,000 dormant accounts got reactivated in 2 months due to targeted campaign management system 160,000 new accounts opened in two months

And the 2nd Campaign © 2013 VeriPark

Cross Selling Offer box - Single view – Outbound campaigns Bundle products © 2012 VeriPark

Avoiding The 3E Trap – Everything for Everyone, Everywhere

Channels for Cross Selling

Benefits of Channel Optimization

Single Customer View Products / Offers / Alerts / Cases © 2012 VeriPark

Business Need for Single View – Provides targeted campaigns information – Eligible products information – Loads up in 5 seconds – Consolidates many screens into one screen – Increased compliance – Pro-active actions management – Consolidated interactions history Servicing efficiency Cross sell / up sell tool Alerting tool Interaction history display tool

Single View for a retail banking client

Selling @ Direct Sales Visit Single View / Pipeline / Customer Data

Tablet / Mobile Computing • Acquisition • Calculators • Applications (Insurance, Loan) • Inquries • Balance inquiries, maturity inquries • Statement requests • Maintenance • Card activation, de-activation • Stop lost card, cheque book request, other maintenance requests • User profile maintenance, address change, mobile no change, etc • Transactions • Bill payments, card payments, mobile top ups • Transfers, remittances • Loan application, supplementary card application, overdraft activation • Product / campaign inquiry • 360 of Customer • Deposits, Loans • Eligible products • Targetted offers • Alerts / Notifications • Complaints, Call reports • Customer data maintenance • Banking applications on tablet • Dashboards access • Instant Origination • Account opening • Loan application

Core Banking SI Failure: Telephone bill not paid Salary Transfer Delinquency? Black Listed? SMS Gateway SMS Message OverDraft offer: Your phone bill is not paid due to insufficient funds. You are eligible for an overdraft limit of 300 TL. Reply “Yes” to activate this limit and pay your telephone billReturn Checks? SMS Gateway Yes Match Campaign Enable OD Limit Pay Unpaid Bills CoreBanking Payment Gateway Cross Sell: One More Product Sold!

SMS Gateway Large Purchase In pre-approved list? In pre-approved list? In pre-approved list? SMS Gateway SMS Message Convert your Dhm 9,900 purchase from Sharaf DG into a personal loan and pay it back in Dhm 900 for 12 months. Simply reply “YES” to this message.

Credit Card System New Card Provisioned Card Activated? Any open complaint or cancellation request? SMS Gateway SMS Message Extra 1,000 points if you activate your card within 3 days. Simply reply “YES” to this message and we will call you back for activation. Wait 15 days N N

Loan Management System Last Installment Paid Has any saving account? Propensity to saving account more than 60% SMS Gateway SMS Message Dear Ozkan, you’ve just paid EUR 600 for your last installment of auto loan 34 JZ 756. We offer you a 5% pa savings account with no maturity if you continue saving EUR 600 every month. Just reply “Yes” and we will open your new saving account. SMS Gateway Yes Open Savings Account Setup a new Standing Order Send back the account number CoreBanking SMS Gateway CoreBanking Two more products sold!

Internet Banking System Check customer calling hour preferences CTI Auto Dialer Phone Call Script Dear Ozkan, I’m calling from VeriBank. You’ve just locked your internet banking account. May I help you to unlock it? OK Customer Account Blocked One more happy customer!

Gamification Banking more fun! © 2013 VeriPark

• Ozkan Erener • General Manager • +971 4 304 2438 • VeriPark – • Questions and Answers

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