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Case Study: How Social Apps innovate CRM in Banking and Financial Services
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© 2012 INTRANET GmbH
Social CRM 2012 ConferenceFrankfurt, 11.6.2012
Marcus EurskensManaging Director | SPARDA International München
Herbert Wagger Managing Director | INTRANET Software & Consulting GmbH
How Social Apps innovate CRMin Banking and Financial Services
Speakers:
| © 2012 INTRANET GmbH
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Agenda■ Introduction■ Project „safebook / i-Bank“ at SPARDA International Munich ■ Concept of Social Apps For Enterprises (safebook)■ Live-Demo■ Q&A
| © 2012 INTRANET GmbH
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SPARDA International Profil
Unternehmensprofil• Gründung 1999
• Vermittlung von Versicherungs- und Vorsorgelösungen, Kapitalanlagen, untern. Beteiligungen und alternativer Investments
• angestellte Mitarbeiter, keine selbständigen Handelsvertreter
• Geschäftsgebiet Oberbayern und Österreich
• ca. 29.000 Kundenverbindungen
Auswahl aus unserem Anlageuniversum
Auswahl unserer Kooperationspartner
Gemeinschaftsunternehmen der Sparda-Banken München eG& Villach/Innsbruck reg. Gen.m.b.H.
Nymphenburger Str. 77D-80636 München
BahnhofplatzA-9500 Villach
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Xpages Social Enabler, Bamberg, 9.11.2011
Firmenprofil• Founded 1997• Independent Software Vendor• Markets: Banks, Insurance, SMB• 35 Installations, > 10.000 user• Business partner in Germany (hedersoft)
INTRANET Software & Consulting GmbHLAKESIDE B01, A-9020 KlagenfurtTel. +43(0) 4229 3900http://www.intranet-consulting.at
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INTRANET over the last years
2000 200920082004 2011
Integrated Frontend for Banking, Insurance, SMB
Web 2.0
New Technology
2013
Web 3.0
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Project „safebook/i-Bank“ at SPARDA International
■ Reduzierung des Verwaltungsaufwands. ( Personalaufwand)■ Potentialerkennung ( Ertragssteigerung gesamt und pro Kunde)■ Reduzierung der „ 1 Produkt-Kunden“. ( erhöhte Kundenbindung zum
Unternehmen)■ „Know your customer“ Prinzip ( Anti-Attrition, erhöhte Kundenbindung,
Umsatzsteigerung)
Ziele
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Project „safebook/i-Bank“ at SPARDA International
■ Empfehlungskunden durch Verbesserung der Bestandskundenbetreuung■ Umsatzsteigerung durch zufriedene Kunden■ Effektivere Bearbeitung von Reklamationen (geringere Risiken)■ Verbesserte Produktauswahl und Produktfocussierung möglich■ Verbesserte Kunden- und Beraterzuordnung■ Weniger Papier / Druck■ Bessere interne und externe Kommunikation möglich■ Effektivere Kundenselektion
Nutzen
| © 2012 INTRANET GmbH
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Project „safebook/i-Bank“ at SPARDA International
■ Übersichtlichkeit, Effektivität, Unkompliziert,■ Mitarbeiter kennen Social Media, dadurch keine Berührungsängste – ganz im
Gegenteil■ Social Media ist die Zukunft. Kein uns bekanntes Programm baut so intensiv
darauf auf.■ ausbaufähig
Vorteile
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Concept of Social Apps For Enterprises (safebook)
Watch out this Prezi
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Selling experience Analytics
Recommender EngineGenius Social Networking
Tagging, Rating, Subscription Real Time conversation,
micro blogging
Everyone can contribute with his knowledge
User Experience„sexy UI“
“Safebook” brings the Best of the Consumer Web to Banking Business
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The Benefits of a Social Intranet
Source: cmswire.com
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Live-Demo
Social CRM360�CRM- and social view
ProdupediaSalesWiki, Rating, Tagging, …
i-TweetMicro Blogging & Activity Stream
Social Enabler, XNamesLotus Connections, Dropbox, Facebook
Social AnalyticsEmail, Calendar, i -Tweets
>
>
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Resources and Links■ Case Study: How Social Apps Innovate CRM in Banking and Financial
Services■ Adding social and mobile access capabilities to CRM increases
productivity of sales people by 26.4 percent■ Social Apps For Enterprises: „Safe, Social, Sexy“■ Herbert Wagger‘s Blog
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Q & A
Herbert [email protected] @HerbertWagger facebook.com/HerbertWagger
Marcus [email protected]
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www.intranet-consulting.at
Backup Slides
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The World has changed
Desktop Smartphone/Tablet
Pull Push
TouchClick
Tabs Feeds
Location unknown „location aware“
eBusiness Cloud
„always connected“„online gehen“
Programm-CD Apps
2000 2012
i-Bank® i-Bank® 2.0
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Social CRM (1)■ Purchase Probability (Amazon)■ 360 degree customer view,
profiling, segmentation, products, financial status, ...
■ Social Client acquisition (Campaigns, Opportunity Management, Contact Management)
■ “Follow” a Customer and get posted via Activity Stream
■ Advisory functions, Financial Planning (As-is analysis, szenarios, calculations, tools)
■ Sales planning/monitoring and controlling
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Social CRM - 360° view on customer incl. social view■ i-Tweets from inside the
organisation■ Social Profiles & Conversations
(Facebook, Twitter, Google+, LinkedIn, ...)
■ Cross selling potential■ Opportunity Management■ Activity Management■ Appointments, ToDo‘s, e-mail
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Produpedia – the SalesWiki■ Wikipedia concept, everyone
can contribute with his knowledge
■ Product Knowledge Base, Terms & Conditions, Highlights, add-on Products, ...
■ Best Practice in sales, tactics, sales arguments
■ Cloud Tags, Product Finder■ Comments, Ratings, Tagging■ Top Charts, What's New,
Popular, ...■ Blogs ■ Microblogging, publish feeds
into i-Tweet
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“i-Tweet”, internal wall, micro blogging, info-push■ Integrate People, Content and
Applications■ Follow colleagues or experts
across the organisation■ Follow campaigns, loan
applications, hot customer cases etc.
■ Social Product Livecycle, involve Product Managers, Marketing, Sales, Legal, Sales Rep. in a feedback-loop.
■ i-Bank or external systems start talking to you via the live-feed and status updates.
■ Comments, Like, Share, Tagging
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“XNames”, Social Address Book, Communities, ...■ Connect with and „follow“
colleagues, groups and specialists inside the Intranet and share information, ideas and knowledge
■ Existing groups from the Domino Directory can be used for posting information (similar to Google+ circles)
■ ad-hoc groups can be build and joined to work on certain business cases inside i-Bank
■ XNames is used inside safebook/i-Bank. Profiles from Lotus Connections can interface.
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Enterprise AppStore■ Engage the user community,
rather than merely listing applications.
■ Embrace agile methods to regularly deploy new functionality.
■ Apply application intelligence, combined with DevOps disciplines, to improve the apps over time.
■ Mesure developer success through consumption and application intelligence feedback, rather than mere productivity or project completion.
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Social Analytics (mail, calendar, i-Tweets)■ Email Ranking to find the top
contacts internally and externally as well as e-mails from customers.
■ Tag Searching to analyse popular subjects or terms, presented in a tag cloud.
■ Mail statistics: mails send/received, did people respond to you, did you answer e-mails, busiest day in the week, etc.
■ Analytics on calendar: number of meetings, how much time spent, Participants ranking, where, main subjects, ...
