Ril enliven cem__banking_presentation
-
Upload
ramyam-intelligence-lab -
Category
Technology
-
view
89 -
download
1
Transcript of Ril enliven cem__banking_presentation
R A M Y A M I N T E L L I G E N C E L A B 2
CEM practice is the buzz word in banking industry now. In Urban areas, there is no unbanked customer/area, so Banks have to focus on getting more from existing customers,
Hence the bottom-line is providing existing customers with a better customer experience, understanding customer
experience, and managing customer experience better.
Also, preserving and increasing penetration from existing customers is better, cheaper and more beneficial than targeting new customers/new areas.
Majority of the Banks have already
Identified that Managing the Customers’ Experience is vital in this economic down turn
Created CEM departments for starting CEM practices
Currently routing the CEM programs through Contact Centers
Have budgets for starting CEM programs across Lines of Businesses
Started offering enhanced User Experience through online/mobile presence
Started investing in Personalized in-bank experience through Digital Concierges replacing the traditional banking
setup
CEM in Banking
R A M Y A M I N T E L L I G E N C E L A B 3
CEM IN PRACTICE – THE PROBLEM
• Customers are segmented - age group, income group etc., and no individual attention
• Still ‘offering the experience’ is seen from business perspective and not exactly from the customer’s point
• Minimal integration across lines of businesses to view the customer as a single person
• Surveys (Samples and feedbacks) may not be honest or ignored
Some organizations are using Business Intelligence (BI) Tools which provide statistics relevant to business but cannot provide insight on Customer Experiences
BRIDGE THE GAP BETWEEN IT AND BIG DATA
Enliven CEM presents a Value-Driven Approach to Customer Experience Improvement
1. Enliven is a complete customer experience management solution providing the “Big Picture” of a customer with closed loop end to end analytics and actionability.
2. Focuses on the key areas like Customer Acquisition, Customer Retention and Customer life cycle management across multiple channels of the business.
In contrast to other business intelligence applications that provide only reporting, or only dashboards, or require an intermediate data access layer, Enliven's business intelligence system includes analytics software and sophisticated reporting capabilities plus direct access to varied data source
• End-to-End Customer Engagement
• Real Time Personalized Experience- Differentiator
• Reducing Costs of New Customer –Acquisition
• Integrate Channels
• Retain Customers
• Brand Advocacy
• Increase Cross – Sell Rates
CEM IN PRACTICE – THE FUTURE
F i l l i n g t h e G a p - e n l ive n C E M
R A M Y A M I N T E L L I G E N C E L A B 4
e n l ive n C E M C A PA B I L I T Y
Configurability
• Business logic can be configured
• Variety of Mathematical or statistical models
can be incorporated
• Single foot print solution from acquisition of
data to delivering actions
Product Scaling
• Millions of customers & their transactions
• Integration with disparate data sources
360 Degree view
• Identifying Unique Customer across Applications
• Issue Resolution
• Product Recommendation
• Effective Campaigning
• Can work at Contact Center or Branches
Big Data Views
• Intelligent and Analytical Graphical views
digressing from traditional reports
• What if Analysis & Trending for actionability
R A M Y A M I N T E L L I G E N C E L A B 5
Data Sources Basic and Derived Analytics
Ac t i o n a b i l i t y d r ive n A n a ly t i c s
Actionability (NBA/BBA)
e n l ive n C E M S u m m a r y :
Core
Banking
Customer
Profile data
Finance
Marketing /
Sales
• Demographic Analysis
• Business Summary Dashboards
• 360 Degree Customer Insights
• Products Performance Analytics
• Transaction Channel Analytics
• Marketing Channel Analytics
• Pattern Of Life Style derivations
Association and Linking Of A/C
Personalized Product offerings
New Product Introduction
Channel Intelligence Action
Personalized Discounts on CC /DC
R A M Y A M I N T E L L I G E N C E L A B 6
E V E RY T H I N G W I T H P RO F I L E - Wo r k f l ow
WealthManagement
CEM Product Pilot Proposal
Data Sources BUSINESS Segments
RetailBanking
CorporateBanking
Loans & Mortgage
CapitalMarket
Enliven CEM™
Classify Transaction
Interaction
IDN DataAcquisition
3 DimensionalProfile Cube
Individualcustomer
CUSTOMER 360 DEGREE UNDERSTANDING
Usage Profiling Behavior Analysis
Customer Association
Product Association
Response Analytics
Issues & Complaints
Channel Intelligence Life Cycle State
Product Fitment
RFM & Preferences
Shocks & Difficulties
Golden Path Analysis
IntelligenceReviewer
Next BestActions
CampaignManagement
Product Guidance
Business Response
Interaction Management
QoE & Planning
Delivered to Customer Preferred
Touch Points
Response & Feedback
Segmentation
ATMCHEQUE
PHONE BANKINGBRANCH
CASALoans
Credit cardsDebit cards
FD
Call Centre
CRM
Channels
Product
External Data
sources
Social Media
R A M Y A M I N T E L L I G E N C E L A B 8
U s e c a s e : B u s i n e s s i n s i g h t s
Business Insights
Accounts Analytics(CASA/Loans/CC/FD/TD/etc)
Target Vs Actual Analytics(Accounts/ Balances/Income/Expenditure/etc)
Product Performance Analytics(CASA, Credit Cards, Debit Cards, Cheque, Loans
Interaction Analytics(Complaints, Enquiries, Resolutions, etc
Summary Business Dashboards
Overall Summary(Region/branch etc.)
Channel Analytics(Mobile/Web/ATM/Phone Banking/IVR
Big Data Analytics Data Visualizations Business Actions
Drilldown View
New Product Introduction
Better Campaign Management
Prediction Analysis
R A M Y A M I N T E L L I G E N C E L A B 9
U s e c a s e : C u s t o m e r I n s i g h t s
Customer Insights
Demographic Analytics(Age Group, Location, Etc..)
Transactional Data Analytics(ATM, Branch, Phone Banking, POS etc)
Product Usage Analytics(CASA, Credit Cards, Debit Cards, Cheque, Loans
Interaction Analytics(Complaints, Enquiries, Resolutions, etc
360 Degree View
Customer Dashboards
Big Data Analytics Data Visualizations Business Actions
Customer Life Cycle Management
Cross Sell / Up Sell
Personalized Campaign Management
360 degree View
R A M Y A M I N T E L L I G E N C E L A B 10
U s e C a s e : O p e r a t i o n a l D a t a A n a l y s i s
Analytics Output
Operational Analytics
Provision Analysis - LOANS(Loans/CC/Red-flagging/etc.)
Target Vs Actual Analytics(Accounts/ Balances/Income/Expenditure/etc)
Income Vs Expense Analytics(Payments, Interest earned, Expenses)
Core
Banking
Customer
Profile data
Finance
Marketing /
Sales
Products
Operational Efficiency Analytics(TAT measurement/Agreed TATs/Ops Errors/ etc)
R A M Y A M I N T E L L I G E N C E L A B 11
3 6 0 0 I N D I V I D UA L C U S T O M E R V I E W & A c t i o n a b i l i t y
Satisfaction level : Medium Life Cycle value : High
Customer Profile Channel Intelligence Usage History
NBA History Business Alerts Issue Resolution
Customer ID : JohnCustomer Type : Ultra premiumReg. Date: 8-8-2012Email: [email protected]: Dombivalli Age group: 25-30Account Type : SavingsIncome Range : 20000-30000
Products : Car loan , Credit card , debit card
Preferred self care Mobile Device Type SmartphoneNearby ATM Dombivalli
Channel Status Usage Amount
Avg. Monthly transaction
Avg. Monthly transaction credit
Avg. ATM withdrawal amount
5000-15000
25000
1000-1500
Issue type Status
Loan information forhousing Not resolved
Guidance on opening account for wife too
Not resolved
NBA Type Response
Account opening forwife
Not Responded
Avg Time
10 Min
5 Min
Channel
Contact Centre
Description Response
Anniversary
Special discounts on gold jewelleries
Channel
SMS TRUE
APPLY NBA
R A M Y A M I N T E L L I G E N C E L A B 12
John
Data Sources
3 DimensionalProfile Cube
IndividualCustomer-
JOHN
The CC understanding John profile gives …. The best guidance with personalization
CRM
Social Media
Other
Business
Systems
Online
Request
Contact
Center
Cross Channel
3 6 0 0 I N D I V I D UA L C U S T O M E R V I E W – Q u i c k R e s o l u t i o n a n d G u i d a n c e
R A M Y A M I N T E L L I G E N C E L A B 13
About Ramyam
• Ramyam Intelligence lab is founded with sole aim of creating next generation enterprise solution in the
customer experience management (CEM) space, enliven CEM
• Patented CEM process and technology in India and USA
• Ramyam is a ISO 9001:2008 accredited company
• Proven product with customers in Telecom and Retail Space
• Strategic Alliances with Tier 1 System Integrators and OEMs such as Ericson, Wipro, Sasken, Mindtree, Happiest
Minds
r a m y a m (Sanskrit) means “transcendentally beautiful”, which coincides with our philosophy “Experience Delight”, the ‘wow factor’ or ‘bliss’ that cannot just be quantifiable
VisionOur vision is to delight our customer’s customers by providing superior customer experience management solutions
MissionOur mission is to help our customers to deliver superior customer experience to their each and every customer be it in millions using a next generation engine driven by Profiling – Analytics – Actionability and powered by a big data processing engine
R A M Y A M I N T E L L I G E N C E L A B 14
© R A M YA M I N T E L L I G E N C E L A B
For further discussions, please contact:
Rupa SridharVP- Solutions
www.ramyamintel.com
T h i s p r e s e n t a t i o n c o n t a i n s p r o p r i e t a r y a n d c o n f i d e n t i a l i n f o r m a t i o n o f R a m y a m
T h e e n l i v e n C E M p r o d u c t c o n t e n t i n t h i s p r e s e n t a t i o n i s i n t e n d e d f o r u s e a s a g u i d e l i n e a n d s t r i c t l y f o ri n f o r m a t i o n p u r p o s e o n l y
T h e i n f o r m a t i o n r e l a t e d t o e n l i v e n C E M p r o d u c t i s s u b j e c t e d t o c h a n g e a t a n y t i m e w i t h o u t n o t i c e
A n y o f t h e e n l i v e n C E M p r o d u c t m i l e s t o n e s , f e a t u r e s , r e l e a s e p e r i o d s o r v e r s i o n s r e f e r r e d h e r e - i n c o u l dc h a n g e f r o m t i m e t o t i m e
A n y 3 r d p a r t y t r a d e m a r k s , c o n t e n t o r r e f e r e n c e s t o p r o d u c t s , b e l o n g t o t h e r e s p e c t i v e o r g a n i z a t i o n s a n dt h e y m i g h t h a v e b e e n u s e d f o r r e f e r e n c e o n l y