CRM Vendor Script

8/8/2019 CRM Vendor Script

1/23

Talisman 19/12/2014

Attendees:

IDFC: Santhosh Khurade(IT)!rashant Coro"ratre #an$in% !F& &ahesh 'holesale

"eration Toshi transa*tion #an$in% team +am ,+is$ &ahesh !rashant

(*or"orate #an$in%) Sudheer &u--aa Dheera. &ittal (o"erations)

Talisman: Sudheer shett lo#al head &aur (!re sales) a-een (+e%ional &ana%er)

Dondon +e#ello (Te*hni*al ar*hite*t) aura- aran% (!ri solution *onsultant)

!ratee" Du#e

'i"ro: +a.at

100 im"lementation 3 *ountries

100 *ustomers India

data *enters

SAAS and on "romise o5erin%s or 6#rid

7ntre"rise si8

!lat8orm a""roa*h

ADC

Indiusind

Karur -asa

6DFC

ICICI Canar8a

IDI

Citi#an$

I Ais

Caia %eral de de"osits


2/23

an$s ;ith *ustomer relationshi" details needed<

Kno;led%e an$

Cheue #oo$ issue

+euest,authori=ation,"rintin%,*ourier *heue

Intelli%ent C+&

>ni?ed Communi*ation !lat8orm

So*ial &edia Conta*t Centre

Customer !ro*ess &ana%ement

Sales For*e Automation

&ar$etin% &ana%ement

Ser-i*e &ana%ement

Kno;led%e Solutions

Analti*s

&o#ilit

Customer sel8 ser-i*e related to non *rm transa*tions reuires Customi=ation

So*ial &edia inte%ration:

IDFC 8an"a%e: "osts *om"laint , manual ti*$et *reation in sstem


3/23

Kno;led%e #an$ inte%rates in house a%ent and S&7S arti*les ha-e the e"ir date

8un*tions also<

7istin% #an$ usa%e o8 ;e# ser-i*es 8or lead mana%ement inte%ration

Citi#an$ 1 sstems

@oan !artial at*h mode inte%ration<

Cor"orate *ustomer: 7*u#e status

Assisted &ode real time inte%ration and in8ormation a-aila#le 8or the Conta*t Centre

A%ents reuires *ustomi=ation

Chat sessions *an #e trans8erred to the S&7/Su"er-isor

2 Bideo Chat

7m"loee +elationshi" mana%ement im"lementation at Ais an$s

&aster Data inte%ration ;ith 6+&S

Sales ri%ination @ead ori%in tra*$in%

Analti*s that *an #e used 8or dnami*

A#ilit to ma" or%ani=ation hierar*h


4/23

!arent A**ount *hild a**ount

!eo"le re"la*ed then the 6ierar*h *an #e u"dated and audit trail o8 the *han%es

Treasur #an$in% / Cor" #an$in%

6o; eas it is #usiness rules and -alidations *on?%

Smart mana%ement o8 the internal tra*$ers to mana%ements

e8ore #rea*h o8 the S@As

Treasur #an$in% C+& , alert me*hanism 8or ne;s

Salar "ro*essin% o8 eternal *ustomers

ational s$ill de-elo"ment re%ister S$ills re%istered users KC inte%ration ;ith

aadhar De du" multi"le *ate%or (

@ead De du"li*ation

!rodu*t /"ro*ess o; and "re hand in8o 8or +& 8or Cor" #an$

Internal road*ast 8or +&E

&er*hant 7"ort #usiness

&eetin%s &emos Call re"orts !arent su#sidiar limits in u"%rade the hierar*h is a

*hallen%e


5/23

ot e"ert in Do*ument &ana%ement sstem

@ist o8 Do*uments in di%ital 8orm

>niue "rodu*t *on?%

&o#ilit Solutions:

@ead assi%nment li$e radio *a#s dnami* assi%nment and also on the #asis o8 the

ran*h

7mail Assi%nment and &ana%ement

Tra-el dire*tion intelli%en*e 8or the A%ent to Customer address

7-ent .ournes in the %ra"hi*al 8ormat *an #e made a-aila#le li$e dominos "i==a

6+&S C+&

r%ani=ation 6ierar*h Setu"s

lo#al +oles are 8or admin setu" areas

Transa*tion in8o are in the Team roles -ie;s

!osition 6ierar*h de?nes the in8ormation setu"

Standard industr is !o"3/Ima"/G*e3H till 200 su""ort


6/23

Custom #.e*t 8un*tion

nline Ar*hi-e and ine Ar*hi-e 8or the transa*tions

Flei#ilit to *reate the e; ?elds and *reate #usiness rules

'or$o; Creation is "ossi#le 8or the IDFC Su"er users

+estri*tion to "ost *alls ;or$in%< A8ter restri*tion ne; *alls *annot #e ta$en

!re Chat 8orm *onditions<

Data a**ess "ro?lin%

asso*iatin% no o8 in#ound *ommuni*ations manuall the *om"laint %ets

tri%%ered<

+e-isit a% 8or C+&

Assisted mode

Sel8 Ser-i*e &ode


7/23

!aid &ode and ;ned &ode

From !aid mode mar$etin% is done and "re8eren*e is

!ros"e*ts should res"ond throu%h the Sel8 Ser-i*e &ode

I8 not then the Assisted &ode

The Assisted mode and Sel8 Ser-i*e mode #e*omes the 'e# tem"lates &eta data

and data is in the *ore sstems<

o user %ets to the see the Core sstems< 7-er user onl %ets to the see 'e#

&etadata and transa*tion and master data is 8rom the &D& and 7S<

I#


8/23

&S C+&

So*ial C+&

&o#ile Conne*ti-it

In8ormation analti*s

Sales &$tin% C*are Csutome a""s

Ta#lets "hones #ro;sers des$to"

So*ial internet so*ial eternal I& Callin% J Bideo 7mail Do*ument *olla#

Communit !ortals

Analti*s J I 'or$o; uided "ro*esses usiness +ules @o%i* einle metadata

ro;ser inde"endent

Analti*s im#edded

ammer in so*ial internal , intera*tion ;ithin or%

Do*ument *olla# , Share"oint

1 7n- , Cloud , n "remise

2 !lat8orm

3 So*ial inte%ration


9/23

4 &o#ile

'ell Fa%ro

@lods

at*las

DS

Citi

S!

State #an o8 India

South Indian an$

&ahindra Finan*e

ar*$as

+elian*e &one

A""ollo &uni*s

+eli%are

Star >nion Dia*hi

Indust s"e*i?* tem"lates 8or #usiness "ro*esses

Seamlessness o8 data a**ess due to the share"oint a**ess

ien mode a-aila#le


10/23

SFA inte%ration

@e%a* a""li*ation sessions *an #e simulated in the &S C+& inter8a*e it is >I le-el

inte%ration >SD inter8a*e

ati-e a""li*ation 8or 8orm 8a*tor (android #ased/I,"hone #ased)

CCS &SD C+&

0 Customers Inidia

Ai an$

ICICI Se*

ICIIC !ru

SI di%ital #an$in%

Federal an$

Bi.aa an$

Deuts*he

Dhanlami an$

7nter"rise an$in%L

+etail an$in%

Cor"orate an$in%L

CCS *ustomi=es &SD C+& 8or an$in% @

>IE &o#ile A**ess !rodu*t $no;led%e #aseE a*ti-it *alendarE alerts reminderE

*ustomer in8o


11/23

!arameters *an #e de?ned 8or 6ousehold %rou"in% In ;hi*h *ase the s*orin% is

%i-en to a**ounts and then manual *all *an #e ta$en to ma$e a households

I CS the 6ousehold ID should #e made ?rst

Dis"at*h o8 an ser-i*e reuest the 8eed *an #e ta$en 8rom the Bendor *ourier

ser-i*e

uided !ro*ess o; (@i$e Doms) 8or ea*h "ro*ess

!rodu*t team and @ine mana%er rollu"s o8 num#ers

!ro*ess &asters *an #e de?ned (Sales Sta%e)

Sta%e,;ise Durations are also a-aila#le

6+&S inte%ration 8or @ea-e and then there *an #e #usiness "ro*ess de?ned 8or

#udd/#a*$u" sales ee*

Colle*tion mana%ement in the &SD C+& *an #e used 8or asset "rodu*ts

Customi=e the eo tra*$in% o8 the Sales/Ser-i*e A%ent


12/23

IT 6el"des$ is o-er and a#o-e C+&

7dis*o-er module

So*ial @istenin% Tools the sear*h $e;ords to identi8 the so*ial media a*ti-ities

+adiant 3H0

Boi*e @o%%er (!rodu*t i*e) a lin$ *an #e "ro-ided to the Calls #et;een *ustomer

and #an$

Sta%e ;ise TAT is also a-aila#le

@o*alised 6olida *alendar *an also #e inte%rated ;ith the es*alation matri

Che*$list 8or t"e su# t"e to ease the *all a%ent *all *losure time

>ni?ed *ommuni*ation

C+& outloo$ Communi*ator share"oint (D&S)

The *on-ersation histor is maintained as trans*ri"t a%ainst the *ustomer histor

The trans*ri"t *an #e sent to *ustomer as email<

Share"oint Kno;led%e #ase: In *li*$2*hat the $e;ord is

usiness Analti*s


13/23

Des*ri"ti-e Analsis (Transa*tional analsis)

!redi*ti-e Analsis (&$t *ust #eha-ior analsis)

!res*ri"ti-e analsis (!redi*ti-e 8or *ustomer #eha-ior ;rt @i8e **le)

The I Analti*s %ra"hs *an #e "ulled u" in C+& dash#oards

@A!

300 statisti*s Al%orithmi*

A=ure &@ (no #an$in% re8eren*e)

A=ure (I*i*i an$)

in% ma"s C+& a""li*ation is nati-e

Analti*s im" "oint is that 8or the Call *entre mana%ement to "ro-ide in8o on the

Sear*h re"ort in usiness lan%ua%e

Data#ase A%nosti*

>CIC 8or South Indian ;here &D& is C+&

&D& is se"arate

Dedu" lo%i* is #uilt 8or

Data Cleansin% #e8oe data mo-ement 8rom an$in% a""li* to C+&


14/23

SSIS is used

CCS is "ro-idin% more read to #e deli-ered a""li*ation 8or an$in%

Conne*tions 8or Cross 6oldin% o8 Cor"orations the a**ounts are not su#sidiar #ut

*ross holdin%s

I&&

A url sent in *am"ai%n ;here "ros"e*t s*ores more than H0M then the "ros"e*t

data should #e "ushed to C+&

Cam"ai%n o"tions Stati* @ist and Dnami* list

@ead S*orin% is also "ossi#le 8or the lead %enerated a%ainst the *am"ai%ns

Cor"orate a**ount the >sers hierar*h ;ith roles *an #e maintained in the C+&

@oalt does not eist #ut em"loee in*enti-e entit is used 8or *al*ulation o8 "oints

#ut it is not #ein% used 8or re;ard "oint redem"tion< +edem"tion o8 "oints is not

a-aila#le<

So*ial &edia analsis sour*e !oster Sentiment @o*ation ;ise @an%ua%e ;ise

I8 the 7ternal Customers a**ess the C+& then IFD Internet Fa*in% De"loment ;ill

#e reuired


15/23

So*ial &edia , @istenin% &ana%in% and 7

So*ial

&D&ar$etin%

@oalt module not a-aila#le

!rodu*t Con?%uration restri*tion

CCS,&i*roso8t tieu" the *hallen%e is that i8 there is an *han%e in understandin%then there is an issue o8 the an$in% related metadata

6ierar*hial Cam"ai%n o5erin%s *an #e doneLLL


16/23

C+& 7NT

6DFC an$ 4000> 3000l Sales &ar$etin% Customer !ersonali=ed emails

ICICI 3000 > 3000 @ 20000users on ta# C+& net

Ais30000> 2000@ Cor"orate #an$in%

Adita irla *al* +A+A !rodu*t holdin% o8 *or" on 8ront end #an$ earnin% 8rom

"rodu*t holdin% alos a-ailanle

A#ha: o "rior e"erien*e ;ith TCS Solutions is do;nside

Hdfc

@ead m%t

S8a

+elationshi" m%t

Customer ser-i*e

!er8orman*e tar%et re"ortin%

9 sstems inte%ration


17/23

In multi "rodu*t @eador *om#o "rodu*ts lead

2 di5erent lead is %enerated

Dedu" a-aila#le

The C+& solution inte%rates the @s o8 an$

D&S

usiness !ro*ess Automation

&ulti,Dimensional Analti*s

usiness !ro*ess Automation 'ith (Sudheer) in Te*hni*al Ar*hite*ture

o "rior e"reien*e ;ith Ado#e

!C *an #e done in the !u#li* *loud durin% im"lementation "hase and on

*on?rmation o8 the *ode *an #e mo-ed to !ri-ate *loud< This hel"s the *lient in

%ettin% its o;n hard;are setu" and the im"lementation *an #e started #e8orhand

6T&@ CSS3


18/23

Chat is ati-e 8un*tion And eternal *hat C=ee *ola#oration

D!DS *olle*tions *o-ered

Conta*t Centre *olla#oration (A-ia at Tata AIA)

'hatsa"" not a-aila#le #ut road ma" item

Fa*e#oo$ a"i line$id a"i

+7@ATIS6I! &&T T7A& ACC>T &&T T7A& F+& !+D>CT *a"a#ilit

In*ase o8 at*h and +ea,ltime inte%ration there is data mismat*h #et;een di5erent

"rodu*ts o8 the *or"orate and ho; to address it # +am +is$< This is an ado"tion

hurdle

Bideo Callin% inte%ration ;ith Cis*o to #e studied

De,du" *an ha""en ;ithin the C+ and also "re loadin%

6DFC 7ternal Dedu" user dri-en

Customer #andin%


19/23

e%le*ted Customers is 8un*tion to ?nd out the *ustomers not *onta*ted and then

data enri*hment *an #e done to u"date the *ustomer "ro?le attri#utes e%: *onta*t

details

Cor"orate #an$in%: >"date the a**ount *onta*t details Cor"orate "ro?le details 8or

data enri*hment "ur"ose

Ais an$ *ase 8or address *han%e:

'el*ome $it tra*$in% throu C+

ot deli-ered in-entorised and in ;hi*h #ran*h and i8 not *olle*ted then ho; it is

#ein% destroed

Sstem sho;s not deli-ered *ouriers

C+ is used 8or dail ;or$ monitorin% o8 the em"loees

C+ has CTI tool *om"etiti-e ;ith #est industr

Customer ;ise A6T CTI

Customer data "rote*tion 8rom users #e8ore dis"lain% the *ustomer details


20/23

!o"us 8or Data enri*hment li$e !DI

6ouse holdin% in the Insuran*e *om"an ;ith *om"le lo%i*s

The *hurn "ro#a# or *ustomer #andin% et* are done in I en%ine

For all *om"le *al*ulation Analti*s should #e done in I and then dis"laed in theC+

Colle*tion Details *an also #e dis"laed in the C+

Cor"orate an$in%

3H0 d% -ie;

Cor" in8o *an #e inte%rated 8rom "u#li* re*ords *a"ital line

+A+C *al*

Ke de*ision ma$ers


21/23

+I de8aulter CII@ S*ore a-aila#le

TAT *an #e *al*ulated ;ith 6olida Calendar lo#al *alendar territor #ased

*alendar

Dis"ute re"ortin% 8or &asterBisa+u"a (!CC)

rou"s *an #e *reated in the "ulse and internal em"loees *an *ontri#ute in the

%rou"s and see the leads in the


22/23

Sie#el

Customer N"erien*e

Kota$ H000 users

>nion an$ 000 users

an$ o8 India 14000 >sers

an$ o8 aroda 3000 >sers

Tata &otors 4000 users

Finan*ial In*lusion

+etail nan$in%

Commer*ial an$in%

Cor"orate an$in%

!ri-ate 'ealth

So*ial

Channels

Common Conta*ts A*ti-ities ""ortunities *om"anies

'hen the Customer Boi*e is #ein% *a"tured then the Kno;led%e #ase sear*h starts

to "o"ulate the sear*h result

!lu%in Kno;led%e in to C+& a""li*ation


23/23

For DeDu" on *onta*t *reation the mat*h is #ein% done and mat*hin% *onta*ts 8rom

data#ase is dis"laed ;ith the s*orin%

Stand out 8eature: !oli* 7n%ine *on-erts the &S 'ord "oli* do*uments

Co#ra/Oen*hat Bideo Chat #uilt in Kno;led%e #ases and "lu% in the Cases usiness

rules *an also #e set ;ith it 8eed#a*$ sur-e and analti*s<

eo @o*ation ta%%in% is "ossi#le ;ith inte%ration

Sm#oli* lin$ under *onta*t

CRM Vendor Script

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