Accelerate Innovation

Get a 360° view of customers

Finacle CRM Solution

The ultimate goal for any business is to attract and retain delighted customers. Transformation of customer lifestyles, the needs of newly created middle

classes, and shifts in consumer behavior - like the rapid adoption of mobile phones and social media - have created new opportunities to reach customers,

improve their banking experience, and grow revenues. However, these shifts

Delight customers today, retain them tomorrow

have brought with them additional pressures for businesses to keep pace with steadily heightening customer demand.

Traditional account management is quickly evolving to become more holistic

and nurturing. A comprehensive solution that provides a unified, real time,

and consistent view of the customer, across all channels of interaction, can help banks reach that ultimate goal of building profitable relationships with delighted, loyal customers.

Finacle CRM, integrated with the powerful Finacle core banking engine, has

everything a financial institution needs to address the complete cycle of marketing, sales, and service for banking products. Finacle helps deliver better customer

experience across channels and creates an effective platform for right-selling and

deepening customer relationships by presenting a unified view of the customer. the solution also arms banks with the tools to increase their reach through effective

product-push campaigns.

Key modules of Finacle CRM can be implemented all at once or activated over time

as needed. The solution’s proven scalability ensures that it can meet the needs of growing banks and established firms alike.

Finacle CRM

Start with complete and accurate customer information

Finacle CRM provides a ‘single customer truth’ with a complete and unified

relationship view of the portfolio held across the bank and multiple host systems.

Market the right products to each customer

targeted right-selling involves offering the best suited product, for every customer,

based on their individual needs and preferences. With Finacle CRM, sales and marketing programs become more effective because they are guided by customer

intelligence. Manage customer relationships effectively

Originate and process online

Automated product origination and processing makes it possible for customers to get

quicker responses to their requests.

Improve sales results

Finacle CRM contains an automated and configurable quota management system to

help banks measure the relative performance of each sales staff member.

Functional architecture

Branch/ Service Centers

Call Center (CTI, IVR, Soft phone)

Channel Integrator

Interaction Management

Target List Manager

Multimedia Campaign

Campaign Manager

Campaign Response

Multi-Wave Campaign

Oportunity Management

Application Management

Quota, Incentive Management

Contact Management

e-banking Other Channels

Enterprise Customer Information

Customer

Relations

Prospects

Preferences

360 Degree View

O ers

Marketing Platform

Origination

Debt Service Ratio (DSR)

Income Multiplier

Loan Modeler

Credit Filter & Scorecards

Sales Platform

Service Platform

Service Request Management

Complaints Management

Knowledge Base Management

Credit Bureau Interface

Enquiries Management SLA Management

Skills Master

Blacklist Master

Templates

DSA Master

Product Catalog

Load Balancing

Straight Through Processing (STP)

Deviation Matrix

Standard Components

Escalation Engine

Multilingual

Work ow Engine

Routing Engine

Audit Trail

Access Manager

Deduplication Engine

Reporting

Infrastructure Components

Key modules

Enterprise customer information

When more is known about customers - their demographics, psychographics,

financials, preferences, and the relationship

they already have with a bank – banks are in a position to offer them the right choices

increasing chances for successful sales.

In addition to supporting enterprise view

of customers across multiple host systems, this module also supports a global view

of customers across multiple legal entities and countries for a multi-national bank.

this helps manage the various lifecycle stages in a relationship with the customer,

and access comprehensive segmentation information, all through a unified view.

Flexible and user-definable templates support KYc and AMl compliance mandates.

generate attractive marketing offers to

promote product sales.

Origination

Process automation, for appraisal of

product applications and creation of such accounts, can save valuable staff time.

Using the module’s standardized processes

also significantly minimizes operational and credit risks. Integrated with Finacle

core banking, this module gives banks all the advantages of an automated end-to-

end solution.

Sales

Improve the sales effectiveness of direct selling agents and bank executives with automated and configurable application processing, quota management, and incentive distribution based on sales targets. Banks can also leverage

the offers module of Finacle CRM to

Service

Finacle CRM automates service processes

to power faster response time for customer requests. A sophisticated routing and escalation engine routes customer requests

to specialist bank executives for prompt action. For banks with a multi-channel

strategy, the service module is deployed

with computer telephony Interface (ctI) and Interactive voice response (Ivr) in a

call center environment to improve the efficiency of service representatives.

Call center

With built-in interfaces to Ivr and ctI

middleware, the call center module increases the efficiency of call handling. Auto-authentication in Ivr through tPIn

helps customers transact through tele- banking. the ctI screen displays pre-

populated customer data, personalizing

the customer experience and empowering the service representative with a 360° view

of the customer. the soft phone, equipped with typical telephone features, helps

marketing executives make outbound calls with the right information, increasing the

response to a telemarketing campaign.

Marketing

The marketing module not only generates

demand through multi-channel and multi-wave campaigns, but can manage campaigns that maximize roI on every

marketing dollar. the list manager helps target campaigns to the most suitable

prospects, while the template editor

designs and personalizes marketing messages with an attractive display of

product information for prospects.

Additional features

Direct banking

Finacle supports direct banking - financial

services delivery solely over the Internet.

rich functionality enables managing product enhancement, bundling, loan and overdraft account origination, and setting

of pre-eligibility criteria for a direct bank. All information about the direct banking

customers can be viewed from one unified and comprehensive source of information.

360° view customer dashboard

Finacle CRM enables the banker to analyze data made available through a 360° view of the customer. this provides invaluable information about the customer’s relationship with the bank through easy- to-understand graphical representations such as charts and graphs. the account aggregation view makes it easier for a credit officer to analyze assets, liabilities, and investments of the customer at a glance.

representative can stay abreast of the

customer’s changing needs and adjust the

interaction accordingly.

Template management

With Finacle CRM, users can add dynamic

variables when creating a template and

even edit activated templates.

Adding additional content and including

more functionality to provide values

at runtime is automated and easy to

accomplish. Users can do this based on

configuration set for templates when an

email is being generated.

Workflow management

Users can outline different workflows for various business processes, allowing

banks to define processes best suited for service request management, origination,

customer creation or maintenance, in accordance with their needs.

Interaction management

Customer interactions with the bank, irrespective of channels, are managed by the interaction management module. With the complete interaction history of the customer in view, the service

Single Sign On (SSO)

SSo helps users log on to multiple

applications with a single user ID and

password eliminating the need to memorize multiple user IDs and passwords for different systems. this saves time and enables easier adherence to application security policies at the bank.

of data formats. the translation toolkit is a distinct value addition for banks looking to

expand their global footprint.

add conversational tacit intelligence to customer interactions.

Enterprise alerts Analytics and reports

The solution’s reporting infrastructure

allows report templates to be created in Jasper, an industry standard report

generator. reports can be generated at scheduled intervals with data collected

from across Finacle solutions including Finacle CRM. Finacle also provides out-

of-the-box intelligence for customer analytics. the reports encompass analysis

of customer profitability, sales, campaigns, and services.

Finacle enterprise alerts provide multichannel (SMS, MMS, and e-mail)

system notifications. Finacle supports the generation of event-based alerts, from

any of the bank’s transaction processing systems, keeping customers abreast of

relevant information and change.

Standards based architecture

Finacle CRM has a true n-tier architecture with distinct presentation, business logic, and database layers that allow the solution to scale to the requirements of large and regional banks alike. the solution also provides robust interfaces to a variety of backend systems. Seamless integration to Finacle core banking and e-banking solutions is available. Knowledge base management

Business users at the bank can refer to

the Finacle knowledge repository for frequently sought information about processes, service queries, and standard

practices.

Multilingual deployment

Finacle CRM supports bi-directional

language scripts and internationalization

Finacle CRM is integrated with a real-time intelligent conversation and interaction

management engine called clari5 to

Business benefits

Acquire customers aggressively

creating personalized, targeted marketing campaigns that generate demand and

executing sophisticated multi-channel marketing strategies is streamlined with Finacle CRM. this optimizes marketing

efforts and results in greater conversion of prospects.

analytics to deliver true relationship banking and create a pipeline of opportunities for right-selling. Finacle CRM

can integrate with other white-labeled

solutions to develop the right message for each customer.

single repository of information enables remotely located bankers to collaborate

and transact seamlessly.

Lower the total cost of ownership

Finacle CRM is future-ready because it is Web-based and built on open technologies

that can be seamlessly integrated with other enterprise applications. the

solution’s robust architecture and proven

scalability protects the bank’s technology investments.

Increase operational efficiency

Finacle CRM supports business automation

for processes and business activities,

eliminating manual tasks and reducing process time. Straight-through-Processing

(StP) abilities speed up turnaround and allow for speedy completion of tedious

tasks. And the multilingual Web-based

Enable targeted right-selling

A comprehensive, 360° and single-source view into all the relationships customers

have with the bank also enables banks to understand what else they might need.

Finacle CRM supports robust customer

Finacle from Infosys partners with banks, the world over, to

accelerate innovation and unlock the value levers of their business. creating and launching new offerings faster than the

competition, increasing right-sell efficiencies and customer

delight, while optimizing processes to support agile and cost efficient operations has never been easier.

Bring customers to tomorrow’s bank with finacle CRM.

Finacle helps build tomorrow’s bank

About Infosys Finacle Infosys Finacle partners with banks to transform process, product and customer experience, arm- ing them with ‘accelerated innovation’ that is key to building tomorrow’s bank.

For more information, contact finacleweb@infosys.com www.infosys.com/finacle

© 2013 Infosys Limited, Bangalore, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights of other companies to the trademarks, product names and such other intellectual property rights mentioned in this document. Except as expressly permitted, neither this documentation nor any part of it may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, printing, photocopying, recording or otherwise, without the prior permission of Infosys Limited and/ or any named intellectual property rights holders under this document.