1
Usage of Social Media
by Samitha Jayaweera
Master of Business management
Business communication
2
Introduction
• Fitch Rating : AA– (lka)
• Current focus : microfinance
• Over 26,800 customers
• 25 service delivery poi...
3
Introduction
183 customer touch points
1,134 employees
Largest and highest rated NBFI
in Sri Lanka
The market leader in ...
4
Products
• Leasing & hire purchase
• Loans
• Insurance
• Islamic Finance
• Micro Finance
• Investments
• Fleet Managemen...
5
communication methods
Reports
Presentations
Face-to-face meetings
Teleconferencing
Videoconferencing
Samitha
Mbm/02/BII/...
6
Modern technology
applications
Human Resource Management
Marketing
Customer Satisfaction
Return on Investment
Samitha
Mb...
7
Human Resources
Use of modern tech
to improve employee
Competencies
Productivity
Satisfaction
&
to reduced
employee turn...
8
Human Resources
Use of modern tech
Intranet - 24 hour self paced e-learning portal
Employee perception survey
Annual Per...
9
Human Resources
Modern tech benefits
Empowered employees
Improved competencies
Job satisfaction
Quick responses
Better t...
10
Customer care
Use of modern tech
High tech Call Centers
Automated SMS / E-mails
Social media / Facebook
Customer feedba...
11
Customer care
Use of modern tech
• Mobile POS terminals -
‘‘Door step” service
• Instant scanned
document upload to
net...
12
Customer care
Modern tech benefits
increasing service quality
customer satisfaction
Convenience
“Door step” service
Sam...
13
• Easy access to services
• effective complaint handling
• Customer information security
• Speedy approval
Customer car...
14
Return on investment
Pay back – less than 05 years
Increased shareholder values
Increased profitability
Market leader f...
15
Return on investment
0
500
1000
1500
2000
2500
3000
3500
4000
profit before tax
profiy after tax
Rs. Mn.
Samitha
Mbm/02...
16
Return on investment
0
5000
10000
15000
stated capita
profit available for ordinary shareholders
Samitha
Mbm/02/BII/
11
17
0
0.5
1
1.5
2
2.5
2008/09 2009/10 2010/11 2011/12 2012/13
earning per share
Return on investment
Samitha
Mbm/02/BII/
11
18
Advantages
• Speeds exchange of information
• Improves organizational communication
• Fast decision making
• Increases ...
19
Advantages
• Influences people interactions
• Structures organizational life
• Supports open discussions
• Provides a v...
20
Disadvantages
Poor substitute for face-to-face communication
Difficulty Training Employees
Expensive
Not Safe
Samitha
M...
21
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usage of social media and new communication technology.

  1. 1. 1 Usage of Social Media by Samitha Jayaweera Master of Business management Business communication
  2. 2. 2 Introduction • Fitch Rating : AA– (lka) • Current focus : microfinance • Over 26,800 customers • 25 service delivery points. • Profit after Tax -2.83 By • Sri Lanka 's Unshakable leader in Leasing sector Samitha Mbm/02/BII/ 11
  3. 3. 3 Introduction 183 customer touch points 1,134 employees Largest and highest rated NBFI in Sri Lanka The market leader in Leasing for last 11 years Samitha Mbm/02/BII/ 11
  4. 4. 4 Products • Leasing & hire purchase • Loans • Insurance • Islamic Finance • Micro Finance • Investments • Fleet Management • Property development Samitha Mbm/02/BII/ 11
  5. 5. 5 communication methods Reports Presentations Face-to-face meetings Teleconferencing Videoconferencing Samitha Mbm/02/BII/ 11
  6. 6. 6 Modern technology applications Human Resource Management Marketing Customer Satisfaction Return on Investment Samitha Mbm/02/BII/ 11
  7. 7. 7 Human Resources Use of modern tech to improve employee Competencies Productivity Satisfaction & to reduced employee turnover Samitha Mbm/02/BII/ 11
  8. 8. 8 Human Resources Use of modern tech Intranet - 24 hour self paced e-learning portal Employee perception survey Annual Performance appraisals HR Management system Teleconferencing video conferencing Samitha Mbm/02/BII/ 11
  9. 9. 9 Human Resources Modern tech benefits Empowered employees Improved competencies Job satisfaction Quick responses Better target achievements Improved monitoring / follow up Samitha Mbm/02/BII/ 11
  10. 10. 10 Customer care Use of modern tech High tech Call Centers Automated SMS / E-mails Social media / Facebook Customer feedback at service points / web Samitha Mbm/02/BII/ 11
  11. 11. 11 Customer care Use of modern tech • Mobile POS terminals - ‘‘Door step” service • Instant scanned document upload to network • Digital Document Management Solution (DMS) Samitha Mbm/02/BII/ 11
  12. 12. 12 Customer care Modern tech benefits increasing service quality customer satisfaction Convenience “Door step” service Samitha Mbm/02/BII/ 11
  13. 13. 13 • Easy access to services • effective complaint handling • Customer information security • Speedy approval Customer care Modern tech benefits Samitha Mbm/02/BII/ 11
  14. 14. 14 Return on investment Pay back – less than 05 years Increased shareholder values Increased profitability Market leader for 11 years Samitha Mbm/02/BII/ 11
  15. 15. 15 Return on investment 0 500 1000 1500 2000 2500 3000 3500 4000 profit before tax profiy after tax Rs. Mn. Samitha Mbm/02/BII/ 11
  16. 16. 16 Return on investment 0 5000 10000 15000 stated capita profit available for ordinary shareholders Samitha Mbm/02/BII/ 11
  17. 17. 17 0 0.5 1 1.5 2 2.5 2008/09 2009/10 2010/11 2011/12 2012/13 earning per share Return on investment Samitha Mbm/02/BII/ 11
  18. 18. 18 Advantages • Speeds exchange of information • Improves organizational communication • Fast decision making • Increases employee participation Samitha Mbm/02/BII/ 11
  19. 19. 19 Advantages • Influences people interactions • Structures organizational life • Supports open discussions • Provides a voice to those who normally would not speak up in groups Samitha Mbm/02/BII/ 11
  20. 20. 20 Disadvantages Poor substitute for face-to-face communication Difficulty Training Employees Expensive Not Safe Samitha Mbm/02/BII/ 11
  21. 21. 21

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