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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
8/8/2019 CRM Vendor Script
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
8/8/2019 CRM Vendor Script
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
8/8/2019 CRM Vendor Script
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
8/8/2019 CRM Vendor Script
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
8/8/2019 CRM Vendor Script
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$en
!re Chat 8orm *onditions<
Data a**ess "ro?lin%
asso*iatin% no o8 in#ound *ommuni*ations manuall the *om"laint %ets
tri%%ered<
+e-isit a% 8or C+&
Assisted mode
Sel8 Ser-i*e &ode
8/8/2019 CRM Vendor Script
7/23
!aid &ode and ;ned &ode
From !aid mode mar$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#
8/8/2019 CRM Vendor Script
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$o; uided "ro*esses usiness +ules @o%i* einle metadata
ro;ser inde"endent
Analti*s im#edded
ammer in so*ial internal , intera*tion ;ithin or%
Do*ument *olla# , Share"oint
1 7n- , Cloud , n "remise
2 !lat8orm
3 So*ial inte%ration
8/8/2019 CRM Vendor Script
9/23
4 &o#ile
'ell Fa%ro
@lods
at*las
DS
Citi
S!
State #an o8 India
South Indian an$
&ahindra Finan*e
ar*$as
+elian*e &one
A""ollo &uni*s
+eli%are
Star >nion Dia*hi
Indust s"e*i?* tem"lates 8or #usiness "ro*esses
Seamlessness o8 data a**ess due to the share"oint a**ess
ien mode a-aila#le
8/8/2019 CRM Vendor Script
10/23
SFA inte%ration
@e%a* a""li*ation sessions *an #e simulated in the &S C+& inter8a*e it is >I le-el
inte%ration >SD inter8a*e
ati-e a""li*ation 8or 8orm 8a*tor (android #ased/I,"hone #ased)
CCS &SD C+&
0 Customers Inidia
Ai an$
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 $no;led%e #aseE a*ti-it *alendarE alerts reminderE
*ustomer in8o
8/8/2019 CRM Vendor Script
11/23
!arameters *an #e de?ned 8or 6ousehold %rou"in% In ;hi*h *ase the s*orin% is
%i-en to a**ounts and then manual *all *an #e ta$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*$in% o8 the Sales/Ser-i*e A%ent
8/8/2019 CRM Vendor Script
12/23
IT 6el"des$ 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 $e;ord is
usiness Analti*s
8/8/2019 CRM Vendor Script
13/23
Des*ri"ti-e Analsis (Transa*tional analsis)
!redi*ti-e Analsis (&$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$in% a""li* to C+&
8/8/2019 CRM Vendor Script
14/23
SSIS is used
CCS is "ro-idin% more read to #e deli-ered a""li*ation 8or an$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
8/8/2019 CRM Vendor Script
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
8/8/2019 CRM Vendor Script
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
8/8/2019 CRM Vendor Script
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
8/8/2019 CRM Vendor Script
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%
8/8/2019 CRM Vendor Script
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
8/8/2019 CRM Vendor Script
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$ers
8/8/2019 CRM Vendor Script
21/23
+I de8aulter CII@ S*ore a-aila#le
TAT *an #e *al*ulated ;ith 6olida Calendar lo#al *alendar territor #ased
*alendar
Dis"ute re"ortin% 8or &asterBisa+u"a (!CC)
rou"s *an #e *reated in the "ulse and internal em"loees *an *ontri#ute in the
%rou"s and see the leads in the
8/8/2019 CRM Vendor Script
22/23
Sie#el
Customer N"erien*e
Kota$ 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$in%
!ri-ate 'ealth
So*ial
Channels
Common Conta*ts A*ti-ities ""ortunities *om"anies
'hen the Customer Boi*e is #ein% *a"tured then the Kno;led%e #ase sear*h starts
to "o"ulate the sear*h result
!lu%in Kno;led%e in to C+& a""li*ation
8/8/2019 CRM Vendor Script
23/23
For DeDu" on *onta*t *reation the mat*h is #ein% done and mat*hin% *onta*ts 8rom
data#ase is dis"laed ;ith the s*orin%
Stand out 8eature: !oli* 7n%ine *on-erts the &S 'ord "oli* do*uments
Co#ra/Oen*hat Bideo Chat #uilt in Kno;led%e #ases and "lu% in the Cases usiness
rules *an also #e set ;ith it 8eed#a*$ sur-e and analti*s<
eo @o*ation ta%%in% is "ossi#le ;ith inte%ration
Sm#oli* lin$ under *onta*t