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

www.veripark.com

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 TurkeyCase 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

http://www.microsoft.com/casestudies/Microsoft-Dynamics-CRM-4.0/ING-Bank-

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 twomonths

And the 2nd Campaign

© 2013 VeriPark

Cross SellingOffer 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 ViewProducts / 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 VisitSingle 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 BankingSI 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 YesMatch

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

SystemNew 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 YesOpen 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!

• Ozkan Erener

• General Manager

• +971 4 304 2438

• VeriPark – www.veripark.com

• [email protected]

Questions and Answers

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

Business

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