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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
3
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
Implementing international CRM projects
7
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
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
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
Implementing international CRM projects
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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.