Australia’s First Bank

S.No Student ID Name Technology

1 30080052 Geeta Sajwan e-CRM

2 30071051 Mona Parveen Mobile Banking

3 30072371 Vishal Majithia e- Commerce

4 30078341 Gurjyot Singh Security Technologies

Australia’s First Bank

First Bank of Australia established in

1817 as the Bank of NSW

In 1982:

o Merger with Commercial Bank of Australia

o Changed name to Westpac Banking Corporation

Principal sponsor of Sydney 2000 Olympic Games

In 2008 merged with St. George Bank Limited

Company Overview

One of the four major Australian banks

World’s 17th largest bank ranked by market capitalization

11.8 million customers

Major Strategies :

o Focus on key customer segments

o Become faster, simpler and easier

o Make our people an important part

o Invest in technology and operations

Continue…

The Westpac Group

Way to identify, acquire, and retain customers

Customer Management

Knowledge Management

Account Management

Case Management

Electronic Customer Relationship Management

[e – CRM]

Service level improvements

More successful marketing & sales activities

More efficient and effective product delivery

Deepening customer relationships

Revenue growth

Customer satisfaction

Automation

Benefits of e - CRM

Number of customer complaints reduced

Simplification of many bank processes

Increase in number of customers

Time reduction in bank process

Improved interaction between customer and Bank

Impacts of E - CRM

Spent about $300 million in e-CRM system

Spent about $30 million on teaching staff

e-CRM system is mix technology :

o Siebel Customer Relationship Management

o NCR Teradata and Oracle

o MQ Series and Websphere

Implementation of e - CRM

Mobile Banking Technology

• Mobile banking technology enables the customer to perform banking

actions on their mobile device.

• The reason for the Mobile Banking technology to intensify is that it

enables ‘Anywhere Banking'. Customers can access their banks on the

go.

• It offers a range of reasonable, convenient and safe banking services

to people in the world

• Westpac offers mobile banking technology to their customers by

letting them keep track of their finances, anytime, anywhere.

Services

• Viewing balance and making transactions.

• Pay bills, transferring money, payment protection

• Can instantly reset password if forgotten it

Services (contd…)

• Carrying the processing more efficiently and more rapidly.

• Gives maximum security to the customers by ensuring their

personal information is kept safe with Westpac protect SMS code.

The Westpac security team constantly monitors the systems for

suspicious activity .

• Westpac meets the demands of the customers by implementing and

offering new technology and keeping them up to data by providing

them the required information.

Benefits of Mobile Banking

• Highly reachable and user friendly

• Helps to pay utility bills instantly

• No more waiting's at bank

• Easy to transfer money

• Shop while on move.

e-Commerce•Application of e-business•Transaction mediated by digital technology•Applications:

• B2B• B2C• C2C• P2P

e-Business by Westpac

• B2C and B2B• In May 1999 e-business started• ‘Clicks and Bricks’

Performance Enhancement Program

Use of e-Commerce•Competitive advantage:

• Double customers in less than one year• Brokers

•ROI(Return on investment):• $3 billion p.a.

Continues…•Customer convenience:

• Easy, time saving• Faster• 94% satisfied

•Demand from supplier and/or customer:• Always looks for customers• Unlimited transaction in linked accounts• 12 months statements• Bpay in 60 days advance

Continues…•Streamlining of operations:

• Save time and money• Reduced paper transactions• Reduced error in information• Cost saving

Security Technologies

• Secure sockets layer (SSL) : Used to connect with online

banking

• VeriSign digital certificates : Extended Validation Certificate

used to protect the confidentiality and integrity of your

information.

• Encryption: latest encryption technologies are used to protect

your data when sent over the Internet.

Security Green Lights

• This feature enables you to confidently identify the owner of the website and

the country they operate in along with the name of the verifying authority.

Security Features

• Westpac Protect SMS Code uses your mobile phone to confirm

certain transactions via text message.

• Our security guarantee

• New security certificates ensure you have a legitimate

connection Detecting online

• SecurID® tokens – Protects from online frauds

• Our dedicated team of security experts analyse the latest online

security threats providing valuable insight into research and

development of tools and systems to protect you even further.

Thank you…

Australia’s First Bank