Click here to load reader

Presentation on Digital Journey

  • View
    227

  • Download
    0

Embed Size (px)

Text of Presentation on Digital Journey

  • Digital Journey: Industry trends and our achievements in recent times

    February 2016

    Reliance Capital

  • Confidential Slide 2

    This presentation does not constitute a prospectus, an offering circular, an advertisement, a private placement offer letter or offer document or an offer, or

    a solicitation of any offer, to purchase or sell any securities under the Companies Act, 2013 and the rules made thereunder, the Securities and Exchange

    Board of India (Issue of Capital and Disclosure Requirements) Regulations, 2009, as amended, or any other applicable law. This presentation should not

    be considered as a recommendation that any investor should subscribe for, or purchase, any securities of Reliance Capital Limited or its subsidiaries or

    its associates (together, the Company) and should not be used as a basis for any investment decision.

    The information contained in this presentation is only current as of its date and has not been independently verified. No representation, warranty,

    guarantee or undertaking, express or implied, is or will be made as to, and no reliance should be placed on, the accuracy, completeness or fairness of the

    information, estimates, projections and opinions contained in this presentation. The Company may alter, modify or otherwise change in any manner the

    contents of this presentation, without obligation to notify any person of such revision or changes.

    This presentation contains statements that constitute forward-looking statements. These statements include descriptions regarding the intent, belief or

    current expectations of the Company or its directors and officers with respect to the results of operations and financial condition of the Company. These

    statements can be recognized by the use of words such as expects, plans, will, estimates, projects, or other words of similar meaning. Such

    forward-looking statements are not guarantees of future performance and involve risks and uncertainties, and actual results may differ from those in such

    forward-looking statements as a result of various factors and assumptions which the Company believes to be reasonable in light of its operating

    experience in recent years. The risks and uncertainties relating to these statements include, but not limited to, risks and uncertainties, regarding

    fluctuations in earnings, our ability to manage growth, competition, our ability to manage our operations, government policies, regulations etc. The

    Company does not undertake to revise any forward-looking statement that may be made from time to time by or on behalf of the Company. Given these

    risks, uncertainties and other factors, viewers of this presentation are cautioned not to place undue reliance on these forward looking statements.

    None of the Company or any of its affiliates, advisers or representatives accepts any liability whatsoever for any loss howsoever arising from any

    information presented or contained in this presentation. Please note that the past performance of the Company is not, and should not be considered as,

    indicative of future results. Furthermore, no person is authorized to give any information or make any representation which is not contained in, or is

    inconsistent with, this presentation. Any such extraneous or inconsistent information or representation, if given or made, should not be relied upon as

    having been authorized by or on behalf of the Company.

    This presentation and its contents are confidential and should not be distributed, published or reproduced, in whole or part, or disclosed by recipients

    directly or indirectly to any other person. The distribution of this presentation in certain jurisdictions may be restricted by law. Accordingly, any persons in

    possession of this presentation should inform themselves about and observe any such restrictions.

    The information contained herein does not constitute an offer of securities for sale in the United States or in any other jurisdiction. Securities may not be

    offered or sold in the United States absent registration or an exemption from registration under the U.S. Securities Act of 1933, as amended.

    Disclaimer

  • Confidential Slide

    Information Technology

    Co

    nte

    nts

    Way Forward 3

    Predictions & Trends - 2016 and beyond 1

    Strategic Predictions for 2016 and Beyond

    Internet, Channels, Social, IOT, Virtual Assistants, Big Data

    Projects undertaken against the emerging trends - Website modernizations,

    Mobile Apps, Private Cloud, Advanced Analytics

    Current Trends & Our Journey 2

    Social, Mobile, Analytics, Cloud, User Experience, Security, Strong Core

    Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience

    More Mobile Apps

    3

  • Confidential Slide

    Co

    nte

    nts

    Way Forward 3

    Predictions & Trends - 2016 and beyond 1

    Strategic Predictions for 2016 and Beyond

    Internet, Channels, Social, IOT, Virtual Assistants, Big Data

    Projects undertaken against the emerging trends - Website modernizations,

    Mobile Apps, Private Cloud, Advanced Analytics

    Current Trends & Our Journey 2

    Social, Mobile, Analytics, Cloud, User Experience, Security, Strong Core

    Information Technology

    Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience

    More Mobile Apps

    4

  • Confidential Slide

    0

    200

    400

    600

    (in million)

    2015 2008 2006 2012 2010 2004 2002 2000 1998 1996 1994 1992 2018

    5

    Exponential internet explosion

    India racing ahead: 550 MN+ internet users by 2018

    Over 550 million internet users by 2018

    60% will only access the internet through their mobile

    Source: Boston Consulting, Accenture

    Internet 1

    Predictions - 2016 and Beyond 1

    20 years for first 100 million users; 2-3 years for second 100 million;

    1 - 1.5 years for next three 100 million each

  • Confidential Slide

    40

    20

    0

    100

    80

    60 7.1%

    2.9% 7.2%

    22.4%

    0.1%

    3.5% 0.3% 2.4%

    42.0%

    2010 2003

    3.3%

    94.3%

    5%

    49.0%

    15.8%

    44.6%

    % share of transactions from banking channels

    2020 (Base)

    Branch

    ATM cards

    POS (Card)

    Call centre

    Online

    Mobile

    Direct

    channels

    Survey across 14K customers, 50K

    bank employees (2011)

    In Banking

    ~0% 3.9% 33% % share of direct

    channels

    By 2020, Share of transactions on direct channels

    to increase from 4% to 33% (Banking)

    Source: Boston Consulting,

    Channels 2

    Predictions - 2016 and Beyond 1

    6

  • Confidential Slide

    Social Media Users to Grow by 15% by 2016-17 in India

    240 million Internet users in India

    106 million active social media users

    Today social media banking users are

    not even 5% of Active Internet banking

    or social network users

    By 2016-17, it will grow to 13-15%, so

    an exponential growth is expected

    Source: Gartner, Boston Consulting

    Social 3

    Predictions - 2016 and Beyond 1

    7

  • Confidential Slide

    One million New IOT devices will be purchased

    every hour of every day in 2021

    By 2020, 50% and more domestic smart objects

    will be able to communicate (directly or

    indirectly) with smartphones

    By 2018, 6 billion connected things

    will be requesting support

    By 2018, 2 million employees will be required to wear health and fitness tracking devices

    as a condition of employment

    Worries about system data will be dwarfed by concerns over personal, behavioral and

    health data Source: Boston Consulting, Accenture

    Internet of Things (IOT) 4

    Predictions - 2016 and Beyond 1

    8

  • Confidential Slide

    By 2020, smart agents will facilitate 40% of mobile interactions, and the

    post-app era will begin to dominate

    Virtual personal

    assistants (VPAs) for

    workforce productivity

    would be on the rise

    Cloud services with

    open VPA APIs would

    grow

    The post-mobile / post-app era is coming Virtual Assistants 5

    Predictions - 2016 and Beyond 1

    9

    Source: Gartner

  • Confidential Slide

    Through 2020, Smarter and Faster Business Decisions Will Be a Key Driving Force of IT Innovation.

    Big Data Analytics will be embedded

    everywhere

    IDC predicts that by 2020, 50% of all

    business analytics software will include

    prescriptive analytics

    By 2020, IDC predicts, data monetization

    efforts will result in enterprises increasing the

    marketplaces consumption of their own data

    by 100-fold or more

    Also, by 2020, the amount of data that is

    worth analyzing will double

    Source: IDC, Gartner

    Big Data 6

    Predictions - 2016 and Beyond 1

    10

  • Confidential Slide

    Information Technology

    Co

    nte

    nts

    Way Forward

    Predictions & Trends - 2016 and beyond

    Strategic Predictions for 2016 and Beyond

    Internet, Channels, Social , IOT, Virtual Assistants, Big Data

    Social, Mobile, Analytics, Cloud, User Experience, Security, Strong Core

    Projects undertaken against the emerging trends - Website modernizations, Mobile

    Apps, Private Cloud, Advanced Analytics

    Current Trends & Our Journey 2

    Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience

    More Mobile Apps

    11

  • Confidential Slide

    Increasing Customer Demands: The Digital Era has increased

    customer demands and technologies such as Social, Mobile,

    Analytics / Big Data and Cloud are disrupting businesses

    everywhere

    Digitalization Core Competency: Digitalization has become a

    core competency now and Mobility has been one of the most

    disruptive technologies of all

    Current Technology Trends and Our Journey 2

    While Analytics is The Priority today, Social is also emerging

    as another disruptive force and a powerful medium to connect

    people and share & disseminate information at a global scale

    Cloud is becoming the core foundation for everything on IT

    Infrastructure and the increasing digitization with business

    processes exposure to internet is demanding stricter Information

    Security controls

    12

  • Confidential Slide

    SOCIAL MOBILE ANALYTICS CLOUD

    Current Technology Trends and Our Journey 2

    IT Security IT CONTINUITY RESPONSIVE STRONG CORE

    13

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    Social Media 1

    Customer Care

    Advertisement/Marketing

    Leads and Acquisitions

    Customer Engagement

    ORM / Branding

    Actively using leading social media

    platforms such as Facebook, YouTube,

    Twitter, Google+ to engage with customers

    Social Media Platforms being used for

    Product Sales and customer Servicing

    Using these platforms to Increase

    customer awareness on products, services

    and brand awareness

    14

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    Social Media 1 A few Examples of Social Media Adoption / Innovation across group

    Reliance Life Insurance has introduced Shop Now feature on Facebook for online policy sales/

    lead generation. The page has over 271,570+ likes

    Customers on Reliance Securities Facebook page can use Sign UP feature for opening Reliance

    Securities Trading Account

    We are present on

    Customers on Reliance Mutual Fund (RMF) page can use applications such as RMF Risk Profile ,

    & Goal Calculator. The page also provides channel to contact customer support / Generate leads

    and provides informational videos to prospects/existing investors. The page has over 1,291,144

    likes

    Reliance Commercial Finance (RCF) Facebook page boasts Ask the experts, which is a knowledge

    series by Anu Kapoor dedicated to customers

    RMF is using WhatsApp for selected transactions and Customer Support. RGI is also using

    WhatsApp for customer servicing. Facebook is being by RGI for Go Fit and Child Safety campaigns

    15

  • Confidential Slide

    Number of Followers:

    August 2015 - 1.24 MN

    December 2015 - 1.5 MN

    Engagement:

    August 2015 - 4.0%

    December 2015 - 5.5%

    Content:

    Number of Followers:

    August 2015 - 71.6k

    December 2015 - 90k

    Engagement:

    August 2015 - 0.2%

    December 2015 - 1%

    Content:

    Number of Followers:

    August 2015 - 65.7k

    December 2015 - 90k

    Engagement:

    August 2015 - 0.4%

    December 2015 - 1%

    Content:

    Objective - Drive awareness and

    consideration about ETFs on LinkedIn

    Objective Use Twitter as a medium to

    Amplify communication e.g. Live

    Tweeting from the Bloggers meet with

    the hashtag #LambiInningsKiTaiyari

    Objective - Drive greater engagement

    with a relevant TG of 25 - 34 year olds

    Social Media - Reliance Mutual Fund 2

    16

  • Confidential Slide

    Glimpse of few initiatives

    270,415

    Social Media - Reliance Life Insurance 2

    Social Media 1

    Do Good Campaign

    17

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    Mobile 2

    Direct Sales & Support

    Field Force

    Empowerment

    Leads and Acquisitions

    Customer Engagement /

    Education

    Branding & Positioning

    We are using mobile platform throughout

    our business process. It has become one of

    our main streams for:

    o Direct Sales and Support - Account

    Openings, Quotes, Illustrations, eKyc,

    Document Submissions, Receipt Printing,

    Collections etc.

    o Customer Engagement - Product /

    Portfolio information, Customer support,

    Mobile services etc.

    o Field Force Empowerment -

    On Demand Information Dissemination,

    Training, Performance Dashboards, Lead

    Managements

    18

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    Mobile 2

    With this App, Reliance Mutual Fund

    Investors can:

    1) Get insights on various Funds & their

    Performance (Funds details, Latest NAV, track

    markets and track Reliance Funds.)

    2) Seamless Online Transactions - Purchase,

    Redemption, Switch, SIP & SWP.

    3) Investor Services

    Account Statement View

    NAV details

    Locate our Branches, Service Centers &

    Distributors

    Contact Us

    Subscribe to reports for Markets, News and

    Factsheet

    4) Dynamic Calculators

    Goal Planner, SIP Calculator, Retirement Planner,

    EMI Calculators

    Reliance Mutual Fund - Investor Mobile Application

    19

    Few Mobile Initiatives Across Group

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    Mobile 2 Few Mobile Initiatives Across Group

    This app is dedicated to Distributors and

    facilitates:

    News of Financial Markets

    Details of new funds offered by Reliance

    Mutual Funds

    SIP Performance

    Using this app our distributors can:

    Track selected funds basis various parameters

    like NAV, Fund Size, Lump sum & SIP

    Performance, volatility measures

    Reliance Mutual Fund - Distributor App Business Easy

    20

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    A quick investment App for Reliance Mutual

    Fund Investors with the following features:

    1) Simplicity

    One Click Investment

    One Click Withdrawal

    One Scheme - Cash Plan

    2) Automation

    ARN hardcoded

    Display of ARN Name

    Life Long Folio/ ARN tag

    No Direct Scheme Option

    Multiple payment option including OTBM i.e.

    One Time Bank Mandate

    Optional Reliance AnyTime Money Card

    Mobile 2 Few Mobile Initiatives Across Group

    Reliance Mutual Fund - Simply Save

    21

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    This is an app for improved communication

    and interaction between employees across

    locations. Features include:

    1) Facility to share files and reports during

    conference call and meetings

    2) Quick Conference Setup with auto

    notifications to the relevant invitees

    3) Feedback capturing by way of rating and

    responses through instant polls, thereby making

    the conference more interactive and engaging

    Mobile 2 Few Mobile Initiatives Across Group

    Reliance Mutual Fund - Conference App

    22

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    Integration with WhatsApp to

    provide an additional channel for

    customers:

    1) Instant access to Reliance MF

    for transacting and service

    needs during 8:00 AM to 9:00

    PM

    2) Keyword capability for automatic

    responses

    Interaction Count

    Transaction related 1047

    Non Transactional 1051

    Grand Total 2098

    * as of December 2015

    Mobile 2 Few Mobile Initiatives Across Group

    Reliance Mutual Fund - WhatsApp Customer Service

    23

    https://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwj_ruqH8IDLAhWCCI4KHUg_DhoQjRwIBw&url=https://www.reliancemutual.com/?gclid=CLH4wqeNosMCFQkDvAodJKUAmg&psig=AFQjCNEQ4UyBplOTGBrHc3yuuAInSnLusg&ust=1455869854864174

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    This app is for field force empowerment

    Its a tab application for RLIFE Advisors and

    provides necessary information, and tools to

    the advisors to be productive when in the field

    It provides information such as:

    Customer Information, Proposal Status, Policy

    Status, Policy and Renewal Details

    It has tools for advisors to add and mange

    leads and access commission details. It also

    provides Benefit Illustrators for various

    products in sales catalogue

    Mobile 2 Few Mobile Initiatives Across Group

    Reliance Life Sales Assist

    24

  • Confidential Slide

    For Sales force and Customers

    Well Start is half done as customer self need

    analysis is done directly

    Personal and financial details are not required for

    getting probable requirements

    Confusion of proposing a Solution is over

    Instant Premium and Benefit

    Self discovery is better than proposing, leading to

    better conversion

    Get a customer for Life due to higher satisfaction

    Current Technology Trends and Our Journey 2

    Mobile 2 Few Mobile Initiatives Across Group

    Reliance Life Need Analysis

    25

  • Confidential Slide

    Customer and Sales force can use this app for

    tracking the status of a policy right from the

    initial stage of login until the policy is

    dispatched and delivered

    Transparency in displaying policy status

    Information Access - Quick and Accurate

    access to status information

    This initiative is helping us in reducing call

    centre enquiries

    Better TAT

    Current Technology Trends and Our Journey 2

    Mobile 2 Few Mobile Initiatives Across Group

    Reliance Life Proposal Tracker

    26

  • Confidential Slide

    This app is open for all

    TAX App help user calculate taxes but also

    suggest user ways to maximize savings

    Direct integration with LMS for ready access

    to leads

    Connect to recommended product and lead

    capture for every profile

    Total Installs - 2,460

    Total Active Users - 760

    Average App Rating - 4.50/5 (64 ratings)

    Current Technology Trends and Our Journey 2

    Mobile 2 Few Mobile Initiatives Across Group

    Reliance Life TaxApp

    27

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    Anywhere Assist helps customer in

    providing Vehicle Related Road Side

    assistance

    The mobile application provides real time

    location information and direct calling facility to

    customer support executive

    Mobile 2 Few Mobile Initiatives Across Group

    Reliance General Anywhere Assist

    28

  • Confidential Slide

    Smart Assist enables self help for sales

    force through:

    Policy Features and benefits

    Rate chart / Premium calculator

    Product features and comparison

    Customer feedback

    Assistance regards to Network

    Hospitals, Network Garages, Company

    News

    Customer testimonials - videos &

    written

    Product FAQs

    Contest updates, related MIS & winner

    announcements

    Current Technology Trends and Our Journey 2

    Mobile 2 Few Mobile Initiatives Across Group

    Reliance General Smart Assist

    29

  • Confidential Slide

    Motor Plus for claim managers &

    surveyors towards faster claim

    assessment/settlement with Video

    Streaming option

    Features:

    Vehicle damage survey

    Loss estimation

    Settlement up to authority limit

    Video capture of damages and

    submission to Backend

    Real time notification

    Chat

    Reliance

    Motor plus

    Current Technology Trends and Our Journey 2

    Mobile 2 Few Mobile Initiatives Across Group

    Reliance General Motor Plus

    30

  • Confidential Slide

    RMPIS is used for Vehicle inspection

    before underwriting the policy

    Features:

    Vehicle Location information

    Distance travelled by FOS for

    reimbursement

    Create inspection request

    Motor Pre-

    Inspection

    Survey

    Current Technology Trends and Our Journey 2

    Mobile 2 Few Mobile Initiatives Across Group

    Reliance General RMPIS

    31

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    RMobile Xpress is Mobile trading application

    for our customers to stay ahead & trade from

    anywhere and at any time

    Customer can enjoy real time trading in equity,

    derivatives and currency from RMobile Xpress

    Features:

    Customizable watch list

    Get stock quotes & Live streaming Market

    Watch

    Transfer and withdrawal of funds

    Real-time charts on NSE and BSE

    Portfolio Tracker, Order status & day / net

    positions, after market Order

    Convert and square off open positions

    Mobile 2 Few Mobile Initiatives Across Group

    Reliance Securities - MobileXpress

    32

  • Confidential Slide

    Pocket Office is meant for Sales Force and

    redefines the concept of working in an office.

    Everything needed to manage leads and field

    work is available

    Easy and convenient attendance logging

    mechanism with regularization feature and

    STP with attendance system

    Access to customer leads assigned in CRM.

    Updates to the leads are synced online with

    CRM ensuring consistency of data across

    various platforms like web, mobile, tabs

    Current Technology Trends and Our Journey 2

    Mobile 2 Few Mobile Initiatives Across Group

    Reliance Securities - Pocket Office

    33

  • Confidential Slide

    Tick Mobile App

    A new and improved mobile app is

    proposed soon for our trading customers

    with rich features like market watch,

    portfolio with real time feeds and

    enhanced user experience and reduced

    steps

    Current Technology Trends and Our Journey 2

    Mobile 2 Few Mobile Initiatives Across Group

    Reliance Securities - TICK Mobile App (WIP)

    34

  • Confidential Slide

    Tick Pro Especially designed app

    for F&O traders

    Provides Derivative scanners and

    pre-defined options strategy

    Quick order placement features to

    enhance trading experience

    Current Technology Trends and Our Journey 2

    Mobile 2 Few Mobile Initiatives Across Group

    Reliance Securities - TICK Pro Mobile App (WIP)

    35

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    The app provides access to a large

    property database threading together

    customers funding requirements

    through RCFs home and mortgage

    loan producsts

    Mobile 2 Few Mobile Initiatives Across Group

    RCF / RHF - Reliance Property Solutions App

    36

  • Confidential Slide

    This application is a customer

    acquisition and decision making tool

    for a loan applications and is

    seamlessly integrated to credit bureau,

    core lending application and analytics

    engine

    Current Technology Trends and Our Journey 2

    Mobile 2 Few Mobile Initiatives Across Group

    RCF / RHF - Customer Acquisition App

    37

  • Confidential Slide

    Application for Sales Managers to

    get real time updates from core

    lending application for the cases

    sourced by them

    Current Technology Trends and Our Journey 2

    Mobile 2 Few Mobile Initiatives Across Group

    SIP (Sales in Progress) App

    38

  • Confidential Slide

    Application for Collection Agents

    to interact and collect the

    payments from delinquent

    customers. Supervisor has the

    option to get the agent location

    and allocate cases efficiently

    Current Technology Trends and Our Journey 2

    Mobile 2 Few Mobile Initiatives Across Group

    RCF/RHF - eCollect App for collection agents

    39

  • Confidential Slide

    The app enables the sales

    managers to visit the customer and

    provide update and has features for

    review mechanism, reimbursement

    process, geo tagging etc.

    Current Technology Trends and Our Journey 2

    Mobile 2 Few Mobile Initiatives Across Group

    RCF/RHF - SMP (Sales Management Process) App

    40

  • Confidential Slide

    This mobile application enables

    the credit officers/managers to

    attend & interview the customer

    based on the risk score

    generated by Analytics tool

    Current Technology Trends and Our Journey 2

    Mobile 2 Few Mobile Initiatives Across Group

    RCF/RHF MCO (Mobile Credit officer) App

    41

  • Confidential Slide

    TAB FAB is a direct customer

    feedback tool at branches - to

    analyze the customer satisfaction

    in terms of service, products etc.

    Current Technology Trends and Our Journey 2

    Mobile 2 Few Mobile Initiatives Across Group

    RCF/RHF - Tab Fab App

    42

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    Analytics 3

    Customer Insights

    Risk Management

    Marketing

    Channel Execution

    Capability Developments

    Analytics

    43

    Sentiment Analysis Social Media Analysis Click Stream Analytic

    Risk Based Pricing Portfolio Analysis Credit Risk Analysis Fraud detection and Management

    Lead Generation Campaign Management Customer Segmentation

    Sales Performance Profitability Next Best Offer

    Custom Modeling Customer Linkage and Identification

    Capabilities (Customer One View) Workflow Process Improvements Personalization

  • Confidential Slide

    Organization has little or no

    capability to derive insights

    from data using predictive

    analytics

    Analytical Competitors

    Stage 5:

    Analytical Novice

    Stage 1: Localized Analytics

    Stage 2:

    Analytical Aspirations

    Stage 3:

    Analytical Companies

    Stage 4:

    Analytics Vision

    & Strategy

    Information

    Management

    Insight

    Generation

    Value-led

    Implementation

    Analytics

    Capabilities &

    Infrastructure

    Less effective leaders who

    display minimal interest or

    understanding in analytics,

    and have trouble garnering

    support, building teams or

    executing upon the strategy.

    Business units request IT to

    extract/provide data on an ad-

    hoc basis.

    Primary focus on tactical

    objectives, e.g. acquisition

    and cross-sell

    Few analytical skills or roles

    Attached to specific functions

    Organization has limited

    capability to derive insights

    from data using predictive

    analytics

    The analytics capability is run

    as business as usual in the

    respective business units and

    there is a lack of structured

    decision making processes.

    Data dictionary exists but is

    fragmented and IT focused,

    without business context.

    There is some form of

    framework and process to the

    deployment of analytics

    capabilities.

    Unconnected pockets of

    analysts

    Different skill levels of

    independently run teams

    Organization has capability to

    derive insights from data

    using predictive analytics with

    limited focus on value

    Limited number of leaders

    understand and believe in the

    impact analytics can have on

    the organization.

    A comprehensive and

    business relevant data

    dictionary is readily available

    and integrated with robust

    maintenance processes.

    Full range of models

    developed, including

    prospecting, customer

    development, customer

    loyalty/churn, revenue

    management, etc.

    Analysts recognized as key

    talent and focused on

    important business areas

    Limited cross-functional

    engagement

    Organization has capability to

    derive insights from data

    using predictive analytics and

    rigorously monitors

    incremental value

    Leaders exhibit a passion for

    analytics, build and develop

    teams to execute the

    strategy. Analytics is viewed

    as an enterprise asset and a

    competitive differentiator.

    Data is of sufficient quality for

    decision making. Well-defined

    processes are in place to

    improve quality of data as

    needed.

    Techniques used include

    advanced techniques (e.g.,

    CHAID, CART, neural,

    genetic algorithms) in addition

    to regression

    Highly capable analysts

    explicitly recruited, developed,

    deployed, and engaged

    Organization uses the best in

    class analytical capabilities

    and performs value led

    experimentations of designing

    and modifying processes

    Data for the purposes of

    decision making is embedded

    into the management

    processes and readily

    available to decision-makers.

    Full range of real-time models

    developed using variety of

    techniques, with application to

    customer strategy and future

    trend prediction

    World-class professional

    analysts; cultivation of

    analytical amateurs across

    the enterprise

    Leaders have mastered

    analytics to achieve a

    leadership position in their

    industry. They have

    effectively leveraged the

    analytics ecosystem

    Study By: Accenture

    Very

    Strong

    Strong Intermediate Moderate Absent

    Current Technology Trends and Our Journey 2

    Analytics 3

    We are well placed on our journey to become an Analytical Company

    44

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    Glimpse of few initiatives Analytics 3

    Reliance Commercial & Home Finance

    CV Acquisition Scorecard

    Model Developed and implemented in Loan Originating System (LOS) for generating credit scores of

    the applicant. Implemented model shows significant drop in First Payment Default(FPD) numbers

    (~50% Drop in FPD)

    Mortgage Customer Retention - Predictive Modelling

    Customers segmented into attrition risk segments as per statistically significant demographic,

    geographic, repayment and bureau variables. Customers are taken for campaign and offers are given

    to stay back

    Collections Management

    Models developed for predicting delinquency and performed cost-productivity mapping for scientific

    agency allocation and capacity management

    Risk Based Pricing - Auto and Mortgage

    Risk based pricing models developed for differential pricing which accommodates the credit risk of

    individual customer

    HL Scorecard

    Model for Home Loans (except AH) is able to predict 68% of the Defaulters in the top 3 deciles

    45

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    Glimpse of few initiatives Analytics 3

    Reliance Life Insurance

    Daily Dashboard for New Business, Renewal & Persistency sent to all stake holders

    Various Analytics models designed:

    Predictive retention - A model to classify customer based on lapse propensity

    Reinstatement model Identifying lapsed customers for reinstatement

    Advisor persistency model Propensity model for increase in Agency Activisation

    Claims model Pilot project to evaluate early claim trend

    Underwriting model to strengthen underwriting grids and guidelines

    Claim fraud analytics

    Refinement/recalibration of Lapsed/Reinstatement models to improve 13th month persistency

    Identifying Upsell Opportunity for E-Sale customers

    Some of the early benefits seen are:

    Increase in renewal collections from high risk customer group

    Increase in reinstatement campaign resulting in higher reinstatement collections

    Accurate data driven by Data Quality initiative helping in better decisions

    46

  • Confidential Slide

    Glimpse of few initiatives Current Technology Trends and Our Journey 2

    Analytics 3

    Reliance General Insurance

    Operations One View: Key Metrics to intuitively

    generate sliced data for Policy conversion, TAT,

    Customer contactability, Premium Receivables,

    System Utilizations, Collections & Pay-In-Slips

    building controls on trends

    Motor Portfolio Score Card: Helps improve

    efficiency on Claims relating to Motor portfolio. Helps

    plan future strategies towards prudent decisions and

    ensure service assurance to the Customer

    Regulatory Matrix & Score Card: Single

    dashboard to help review regulatory submissions and

    the tool help automatic submissions to the regulator,

    wherever possible

    Daily Performance Report: Daily Performance of

    Premium numbers for different products across

    Channels, Branches and Zones to help online

    reviews and initiate relevant strategies

    47

  • Confidential Slide

    Glimpse of few initiatives Current Technology Trends and Our Journey 2

    Analytics 3

    Reliance General Insurance

    Quality & Systems Automation Metrics: Help

    review qualitative matrices based on defined rules

    related to Six Sigma methodology

    Customer Segmentation: Risk based pricing model

    used for differential pricing based on customer

    demographics and transaction behaviour

    Enterprise Risk Score Card: For a Birds eye view

    of various Risk indicators derived from a variety of

    sources

    48

  • Confidential Slide

    Glimpse of few initiatives Current Technology Trends and Our Journey 2

    Analytics 3

    Reliance Securities

    Web Analytics (Google) - Click Stream Analytics / Website Usage Pattern

    Tick (Beta Launch) - The new platform for cash and derivatives trading, which will provide

    customers with a real time portfolio monitoring, integrated market watch across various platforms,

    market news & company information on a single click, technical breakout alerts, analysis via

    advance charting tools and various other indicators

    Hourly Trading Dashboards - Trading volume dashboards are flashed on an hourly basis to

    central, region & branch teams

    R advantage - Loyalty Program - Reward point program based on customer trading pattern

    Customer segmentation - Customers segmentation done based on trading product patterns,

    platform usages, propensity to stop trading etc. Basis segmentation targeted campaigning and offers

    are rolled out to customers

    Glimpse of few initiatives

    49

  • Confidential Slide

    Glimpse of few initiatives Current Technology Trends and Our Journey 2

    Analytics 3

    Reliance Capital Asset Management

    Analysis of website Traffic, Usage Patterns, Customer Behaviour etc.

    Equity Analytics - Visual Dashboard on Trends, Day to day Portfolio Value, & other important

    market feeds

    Campaign Management - Running numerous campaigns based on customer data / segmentation /

    available leads

    Glimpse of few initiatives

    50

  • Confidential Slide

    Analytics 3 Glimpse of few initiatives

    Current Technology Trends and Our Journey 2

    Reliance Capital Asset Management

    Website Traffic - Purchase Funnel Analysis

    51

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    Cloud 4

    Overview of Cloud Initiative at RCL

    Objective

    We have successfully deployed our own private cloud

    Actively Using Cloud SAAS and PAAS models across group. Few examples:

    Office 365 (Mailing, SharePoint Online, Lync, Yammer)

    HCM (Recruiting, On boarding, Talent Management, eLearning)

    CRM (One of our business)

    Setup private cloud and subsequently move to Hybrid Cloud Adoption

    Our private cloud and DC consolidation exercise is benefitting through INR 4-5 crore savings

    annually. Other benefits have been:

    30% reduction in server footprint and related costs

    High uptime for critical systems with features for High Availability by design

    Moving to a state of automated IT operations & Centralized Monitoring

    52

  • Confidential Slide

    Enhanced Focus to strengthen IT setup towards

    safeguarding systems from increasing online

    security risks

    SOC SIEM GRC Anti DDOS NAC

    Current Technology Trends and Our Journey 2

    53

    Security 5

    WAF SSL VPN 2 FA/PIM AD Upgrade DLP/SafeBoot

    53

  • Confidential Slide

    Enhanced Focus on Improving Customer

    Experience

    Current Technology Trends and Our Journey 2

    User Experience 6

    We are committed to bring in the best to our customer and constantly improve the

    quality of our interactions with them. Necessary steps have been taken across our

    organization to optimize our processes & services for enhanced user experience

    across multiple interaction channels

    All customer facing sites have been modernized

    All our websites are now mobile ready/responsive

    Call center capabilities have been improved

    IVR, Web Chat, Video Chat and Messaging Application Integrations have been carried

    out for different communication channels

    All our products sections and customer servicing channels are being modernized for

    enhance user experience and ease of doing business with us

    54

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    And

    How Are We Doing?

    55

  • Confidential Slide

    Increase in web traffic by 65% as compared to previous fiscal

    Increase in Online transaction / Premium by 46% as compared to previous fiscal

    Social Media Penetration has increased by 50%

    Social Listening & ORM initiatives indicates that there is a significant increase in brand

    value positive sentiments

    Current Technology Trends and Our Journey 2

    Reliance General Insurance

    Increase in web traffic by 30% as compared to previous FY

    Near double increase in revenue through digital channels

    Sales Productivity enhancement by 30%

    Reliance Commercial Finance

    56

  • Confidential Slide

    Overall Website Traffic has increased 30% compared to previous fiscal

    Overall increase in Online Leads by 58% as compared to previous fiscal (till date)

    Exponential Growth on Social Presence - 4 times penetration the social media as

    compared to previous fiscal

    Digital Purchase volume expected to increase by more than 100% by Mar 2016

    Mobile Trading App downloads have more than doubled as compared to previous fiscal

    282% increase in the Mobile Active user count

    300% increase in the value of revenues generated for digital purchase of the customers

    Current Technology Trends and Our Journey 2

    Broking and Distribution

    57

  • Confidential Slide

    Attracting web traffic over 31 Lakhs unique users

    Continues to dominate the social media presence

    Page level engagement rate stands at 11% of the total fan base which is highest in the BFSI

    category

    Bounce rate gone down by 40%

    Session duration increased by almost 110%

    Current Technology Trends and Our Journey 2

    Reliance Life Insurance

    Online traffic compared to last year

    There has been significant

    improvement in the usability of

    the website and the bounce rate

    compared to the same period last

    year due to constant

    enhancements

    Source: Google

    Analytics 58

  • Confidential Slide

    Website Traffic has increased 6 times as compared to previous fiscal

    Digital Purchase volume expected to increase by 650% by the end of current FY as

    compared to previous fiscal

    Mobile App download has crossed 1.5 lakhs

    Active Mobile App users: 25000

    Social Media Penetration has doubled

    Current Technology Trends and Our Journey 2

    Reliance Capital Asset Management

    59

  • Confidential Slide

    Total Number of Campaigns

    December 2015 : 35

    January 2016 : 42

    Digital Revenue %

    December 2015 : 8.95

    January 2016 : 9.32

    Current Technology Trends and Our Journey 2

    Reliance Capital Asset Management

    Campaign - Analytics

    Top 5 Campaign performance for the month of Jan - 2016

    60

  • Confidential Slide

    Current Technology Trends and Our Journey 2

    Reliance Capital Asset Management

    2.45+ Mn

    Video Views on the Reliance

    Retirement Fund TVC on

    Youtube

    1.3+ Mn Fans on Facebook with a

    4.8% Engagement Rate

    highest in the AMC industry

    1300+ Entries in the #ThanksMaa Contest on Facebook and Twitter with 2 Mn+ impressions and a 232% increase in Engagement Rate

    #LambiInningsKiTaiyari

    Trended organically on Twitter in

    Mumbai for 1 hour due to the live

    tweeting in the Bloggers Meet event

    ~70k+ Followers on LinkedIn and

    Twitter

    110k+ Downloads of the new mobile app

    across Android and iOS

    8L + Visits to the new website due to

    the campaign

    61

  • Confidential Slide

    Information Technology

    Co

    nte

    nts

    Way Forward 3

    Predictions & Trends- 2016 and beyond

    Strategic Predictions for 2016 and Beyond

    Internet, Channels, Social , IOT, Virtual Assistants, Big Data

    Projects undertaken against the emerging trends - Website modernizations,

    Mobile Apps, Private Cloud, Advanced Analytics

    Current Trends & Our Journey

    Social, Mobile, Analytics, Cloud, User Experience, Security, Strong Core

    Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience

    More Mobile Apps

    62

  • Confidential Slide

    1. Analytics (from Predictive to Prescriptive)

    2. Big Data & Enhance usage of Social channels

    3. User Experience

    4. Renovating the Core

    5. Mobiles Apps including extension on Intranet capabilities

    6. Open Technology Adoption

    7. IOT

    8. Hybrid Cloud, High Availability and DR capabilities

    9. IT Security

    Way Forward 3

    63

  • Confidential Slide

    Way Forward - What is imperative for us 3

    For some time, there has been pervasive need for

    every business to become a digital business.

    We focused on leveraging social, mobile, analytics,

    and cloud (SMAC) to build capabilities that help us

    turn into a digital business and move Technology

    from a support function to essential business

    differentiator, giving us a competitive edge

    64

  • Thank You