360° view of the customer in sales, marketing and service - using the example of update.seven CRM suite Mag. Norbert Künzl| Director Financial Services

360° view of the customer in sales, marketing and service - using the example of update.seven CRM suite Mag. Norbert Künzl| Director Financial Services International update software AG28.5.2008

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Table of contents

Who is update

Why CRM

update.seven

Implementing international CRM projects

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update is 20 years pure CRM

Employees

128

160190

270

120

0

40

80

120

160

200

240

280

2003 2004 2005 2006 p2007

EU

R (

00

0)

» Business Customer Relationship Management

» Foundation 1988

» Customers 1,300 Customers | >150,000 Users | 80 countries

» Employees 270 Employees in 9 Countries (A /D /CH /NL /F /CZ /HU /PL/ US)

» Figures 2007: Rev: EUR 32,5 Mio (+39%), Ebit: EUR 3,7 Mio (+52%)2008e: Rev: >40 Mio

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1,300 customers with more than 150,000 users worldwide

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financial servicesfinancial services

health carehealth care

focus on our customers business

constructionconstruction mediamedia

consumer goodsconsumer goods BtBBtB

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Table of contents

Who is update

Why CRM

update.seven


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sales, marketing, service without CRM

Is this really simple…

…if you have to run a sales & marketing organization with more than 3 persons ormore than 200 customers?

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» Consistently structured and complete customer data and history 360° customer view

» Management of the entire customer relationship across all communication channels (call center, e-mail, internet, branches, etc.)

» Optimizing and controlling all sales, marketing, and service processes

the CRM goals

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w/o CRM | disconnected customer information

File Server

Database

internet

Database

eMail

File Server

Database

channels

Database

Call centerDesktop

branch sales

File Cabinet

Direct mail

Customers

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Back Office

with CRM | consistent customer view

Customers Channels Front OfficeSales

MarketingService

File Server

Database

internet

Database

eMail

File Server

Database

Channel sales

Database

Desktop

branch sales

File Cabinet

Direct mail

CRM ERP/CoreSystem

AccountsLoans

Savings

Call center

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CRM

CRM

SALES

360° Customer View

»Companies, private customers, households incl. contact data

»Relations»Compliance (KYC, MiFID, PEP)»Contact management»Task Management»Product overview and details»Simple and comlex salesprocess »Advice management»Application and contract management»Commission management»Analysis and Reports

SALES

360° Customer View

»Companies, private customers, households incl. contact data

»Relations»Compliance (KYC, MiFID, PEP)»Contact management»Task Management»Product overview and details»Simple and comlex salesprocess »Advice management»Application and contract management»Commission management»Analysis and Reports

Typical CRM processes differ from industry to industry

MARKETING

»Directmarketing»Satisfaction surveys»Follow up´s»Newsletters»Telemarketing

»Eventmarketing»Events / Invitations»List of participants»Trainings

»Marketing campaigns

»Selection of target groups»Multi-channel (eMail, letter,

phone, fax, SMS)»Planning, preparation, execution,

analysis

MARKETING

»Directmarketing»Satisfaction surveys»Follow up´s»Newsletters»Telemarketing

»Eventmarketing»Events / Invitations»List of participants»Trainings

»Marketing campaigns

»Selection of target groups»Multi-channel (eMail, letter,

phone, fax, SMS)»Planning, preparation, execution,

analysis

SERVICE

»Call Center»Telephone information desk»Complaint Management»Escalations management»Technical Hotline»Problem management

»Project management»Workflow for standard projects

»Contract management»Documents management»Service levels»Data of contracts

SERVICE

»Call Center»Telephone information desk»Complaint Management»Escalations management»Technical Hotline»Problem management

»Project management»Workflow for standard projects

»Contract management»Documents management»Service levels»Data of contracts

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Table of contents

Who is update

Why CRM

update.seven


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Update.seven is an industry specific CRM solution

update.seven Financial Services

» Customer management (private households, companies, institutional customers)

» Product overview and details (accounts, loans, contracts, insurance)

» Automated generation of tasks based on events (e.g. expiries)

» contact and task management» Risk classification, Portfolio » Complaint management» Collection management» Warning signs, datamining scores» Life Cycle Concept» Comprehensive financial planning» Standard reports, on-the-fly analysis, » Marketing campaigns» Call center integration

CRMCRM

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update.seven CRM-Suite

update.seven data model

MS-SQL / Oracle

rights & rolesbusiness logic

update.seven pda blackberry i-phone

inte

rfaces

outlook

phone

Availabale in 23 languages

Multi-currency enabled

Multi-tenant enabled

Supports international roll

outs

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update.seven – start page

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Update.seven – customer overview

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update.seven - relations between customers

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update.seven - resource overview and calendar

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update.seven – flexible reports and analyses

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update.seven – live cycle view

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update.seven – comprehensive campaign management

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100% focus on Customer Relationship Management

Industry Know-How

Template usage for fast international rollouts

Worldwide support infrastructure and partner network

Leading CRM product with best user acceptance

our benefit for you

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go relate

Thank You for Your time!

Norbert.kuenzl

Ready, steady, »go relate«! Sounds good. Feels good.Because relationships determine our lives. And our actions. Both professionally and personally. The world turns around them. We do too. We live relationships.