Cross sellingateveryopportunity small

י שימוש "מכירות צולבות בכל הזדמנות ע

Dynamics CRM -ובברשתות החברתיות

Cross selling at every opportunity

Mr. Dagan Halevy, Software Division Manager – Elad Systems

Mr. Ozkan Erner, CEO - Verypark

2012ינואר

Microsoft Dynamics CRM

כרטיס ביקור

בישראל הותיק \שותף הזהב הראשון

ב בלוקליזציה של גרסאות לארץ"מסייע למייקרוסופט ארה

חבר בנבחרת המצומצמת שלMicrosoft Presidents Club

של מיקרוסופט העולמית המצויינותשביצע זכה בפרס פרוייקט

מוקדי שירות ומכירות בינוניים וגדולים

ערוציות-טכנולוגיה ייחודית ליישום רב

אינטגרציית מערכות(ידע ומסמכים, טלפוניה ,ERP ,Legacy)

שדרוגי גרסאותDynamics והגירה מ- Salesforce

פתרונות ייעודיים

מוקד שירות וזימון תורים ומוקד סיוע רפואי

מוקד למכירת שירותי רפואה משלימים

תיק רפואי קליני

ניהול סיכונים רפואיים \קידום בריאות

פתרון למחלקת פניות ציבור

פתרון למחלקה משפטית

מערכות רישוי ואכיפה

ח"מוקד שירות ומכירות מסחר במט

CRM בנקאי

©2012 VeriPark 4

Cross selling at Every Opportunity

MULTI-CHANNEL DELIVERY BANKING CRM WEALTH MANAGEMENT LOAN ORIGINATION

http://www.veripark.com

Ozkan Erener

Agenda

• VeriPark Introduction

• Cross selling tools

• Online Sales concepts

• Cross Selling using e-Channels – At Internet Banking – Dubai Bank

– At the Call Center – Garanti Pension

– At the Tele Sales Unit – ING Turkey

• Social Media as a new channel – Facebook pages

– Facebook apps

– Facebook places

– Some banking examples

• Mobile / tablet apps as a rising channel – Customer facing: DenizBank iPad app

– Bank facing: Microsoft CRM on an i-Pad

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VeriPark

• Software house specialised in finance – Established in 1998

– 240 employees

– HQ in Istanbul

– Banking know how

– Elad Software as Israeli SI since 2011

• Our Highlights:

– 2011 Global Partner of the Year, Dynamics FSI

– 2010 Global Partner of the Year, Dynamics FSI

– EMEA CRM - Customer Excellence Award, 2008

– Microsoft Gold Certified Partner

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VeriPark References

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Cross Selling

©2012 VeriPark

Offer Box - Single View – Outbound campaigns

Tools for cross selling

• Inbound – Selling at branch visit

• Single Customer View

– Selling at inbound call

• Agent desktop

– Selling at ATM visit

• Flash screen

– Selling at Internet Banking

• Offer box

• Outbound – Selling at DSA visit

– Outbound calling campaigns

– By SMS messages

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Offer Box

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Online selling / Offer box functionality

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Single Customer View

Products / Offers / Alerts / Cases

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Business need for Single View

• Servicing efficiency – Loads up in 5 seconds

– Consolidates many screens into one screen

• Cross sell / up sell tool – Provides targeted campaigns information

– Eligible products information

• Alerting tool – Increased compliance

– Pro-active actions management

• Interaction history display tool

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Single View for a retail banking client

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Garanti Pension

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>/a

• Garanti Pension and Life is the bancassurance company of Garanti Bank

• 750 employees in Garanti Pension & Life

• Total Assets 1.28 billion USD (2010)

• Garanti Bank

• 880 Branches (2011)

• 16,675 employees in Garanti Bank

• Total Assets of Garanti Bank is 90 Billion USD

• Garanti Bank wanted to sell insurance products in branches

• CRM rolled out to 550 branches, 600 users

• 335,000 private pension holders

• 2,5 million life insurance holders

• Campaign management and sales processes are automated

• Single view of the customer is provided

Sales team efficiency up by 25%

Market share up 1%

Contribution per customer up 40%

Garanti Pensions and Life

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http://www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000003681

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Selling Pre-Approved Credit

© 2011 VeriPark

Business scenario

• Every month a list of targeted customers is generated

• Personal loan – 6 months – 12,000 TL

– 12 months – 20,000 TL

– 18 months - 25,000 TL

• Overdraft offer

• Home loan buy out offer

• Offers are sent to the channels

• Customer responses are sent back to the generating system

• Auto-call middleware for booking the loan

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ING Bank

© 2011 VeriPark

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Event Based Selling

© 2010 VeriPark

Case: Selling over draft limit on SMS

• Event: Standing instruction failure

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Cross selling pre-approved credit

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Selling at DSA visit

©2012 VeriPark

Tablet / Mobile Computing

• Acquisition – Calculators

– Applications (Insurance, Loan)

• Inquries – Balance inquiries, maturity inquries

– Statement requests

• Maintenance – Card activation, de-activation

– Stop lost card, cheque book request, other maintenance requests

– User profile maintenance, address change, mobile no change, etc

• Transactions – Bill payments, card payments, mobile top

ups

– Transfers, remittances

– Loan application, supplementary card application, overdraft activation

• Product / campaign inquiry

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CUSTOMER FACING

• 360 of Customer – Deposits, Loans

– Eligible products

– Targetted offers

– Alerts / Notifications

– Complaints, Call reports

– Customer data maintenance

• Banking applications on tablet

• Dashboards access

• Instant Origination – Account opening

– Loan application

BANK FACING

©2012 VeriPark 29

Microsoft CRM Data on iPad

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Banking operations on iPad

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Microsoft CRM Dashboards on iPad

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Selling at Facebook

©2012 VeriPark

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15 SEP 2010

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21 JAN 2012 – 726,000 people

Facebook access from CRM

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CRM stores the latest copy of person’s interests, events attending and personal info

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Garanti has access to basic information of all the participants:

name, email, gender, birthday, current city, and profile picture URL

• Ozkan Erener

• General Manager

• +971 4 304 2438

• VeriPark – www.veripark.com

• [email protected]

Questions and Answers

50 © 2011 VeriPark

http://www.ykemeklilik.com.tr/

http://www.alrayan.com/en/Home

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