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Hdfc bank

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  • ASHU
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  • VINESH
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  • RUKSAR
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  • MANALI
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Transcript

  • 1. CHETANA’S HAZARIMAL SOMANI COLLEGE OF COMMERCE & ECO SMT. KUSUMTAI CHAUDHARI COLLEGE OF ARTS TOPIC: CRM AT HDFC BANK
  • 2. CONTENT Overview of the company Key People Branch Network Leveraging Technology Financial Details CRMStrategy used by HDFC Bank Products & Services Top Competitors SWOT Analysis Conclusion 2
  • 3. GROUP MEMBERS Manali Deshmukh 305 Aashu Gangwal 310 Vinesh Pulli 328 Yogesh raut 329 Dipti Shringare 334 Ruksar Sutar 339 3
  • 4. SOURCES WEBSITES:  www.hdfcbank.com  www.rbi.org.in  www.crmnext.com  www.marketing91.com • Customer Relation management programs in banks ( A study of HDFC and ICICI Bank by International Journal of IT and Management • Study of CRM in Indian Banking Industry by Indian Streams Research Journal 4
  • 5. OVERVIEW OF BANK • HDFC Bank was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. • The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited‘. • The Bank at present has an enviable network of over 3,336 Branches & 11,473 ATM's in 2,104 Indian towns and cities. • HDFC is India’s premier housing finance company and enjoys a faultless track record in India as well as in international markets. • The Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. • The Bank's American Depository Shares (ADS) are listed on the New York Stock Exchange (NYSE) under the symbol 'HDB' and the Bank's Global Depository Receipts (GDRs) are listed on Luxembourg Stock Exchange 5
  • 6. VISION MISSION AND OBJECTIVES Vision To be customer driven best managed enterprise that enjoys market leadership in providing housing related finance. Mission HDFC banks mission is to be "a World Class Indian Bank", benchmarking themselves against international standards and best practices in terms of product offerings, technology, service levels, risk management and audit & compliance Objective is to build sound customer franchises across distinct businesses so as to be a preferred provider of banking services for target retail and wholesale customer segments, and to achieve a healthy growth in profitability, consistent with the Bank's risk appetite. We are committed to do this while ensuring the highest levels of ethical standards, professional integrity, corporate governance and regulatory compliance 6
  • 7. KEY PEOPLE Founder Mr. Hasmukhbhai Parekh. • Born on March 10, 1911 in a banking family at Surat • A graduate in Economics from Mumbai, Mr. Parekh also pursued a BSc. degree in Banking and Finance from the London School of Economics • His lifelong dream of helping Indians own their home, as he had seen abroad during his student days, led to the formation of the Housing Development Finance Corporation Limited (HDFC) in 1977 7
  • 8. Mr. C. M. Vasudev Chairman • Mr. C. M. Vasudev holds a Master’s Degree in Economics and Physics. • Mr. Vasudev has worked as an Executive Director of World Bank representing India, Bangladesh, Sri Lanka and Bhutan. Mr. Keki Mistry Vice-Chairman & Chief Executive Officer • Mr. Keki Mistry has obtained a Bachelor’s Degree in Commerce from the Mumbai University. • Mr. Mistry is a qualified Chartered Accountant and a Associated Member of the Institute of Chartered Accountants of India. 8
  • 9. Mr. Aditya Puri Managing Director • Mr. Aditya Puri holds a Bachelor’s degree in Commerce from Punjab University and is an Associate member of the Institute of Chartered Accountants of India. • Prior to joining the Bank, Mr. Puri was the Chief Executive Officer of Citibank, Malaysia from 1992 to 1994 • Mr. Puri has nearly 39 years of experience in the banking sector in India and abroad. 9
  • 10. Mrs. Renu Karnad Director Mr. Partho Datta Independent Non-Executive Director Mr. Bobby Parikh Independent Non-Executive Director Mr. Vijay Merchant Independent Director Mr. Paresh Sukthankar Deputy Managing Director & Executive Director Mr. Kaizad M Bharucha Director, Head-Wholesale Credit & Market Risk 10
  • 11. BRANCH NETWORK 26% 8% 35% 31% Mar-10 Semi Urban Rural Metro Urban 35% 17% 24% 24% Mar-13 Semi Urban Rural Metro Urban • All Branches linked online, real time • Bank added ‘ micro’ branches in FY 2013 • Customer base of over 28 million, net addition base of over 2 million customers in FY 2013 11
  • 12. LEVERAGING TECHNOLOGY Branches ATM Phone banking Internet and mobile 43% 40% 14% Branches ATM Phone banking Internet and mobile 44% 30% 18% 8% 2001 2013 Multiple Delivery Channels Greater choice and convenience for the customers 12
  • 13. FINANCIAL INFORMATION Particulars (Rs cr) March 2013 March 2012 % chg Net Sales 10590.68 8890.4 19.12 Other Income 2148.27 1927.73 11.44 Total Income 12738.95 10818.13 17.76 Total Expenses 3283.91 3192.97 2.85 Operating Profit 9455.04 7625.16 24 Net Profit 2325.7 1859.07 25.1 13
  • 14. SHAREHOLDING PATTERN Promoters banks FII'S insurance mutual fund indian public custodians others 22.69% 34.93% 17% 7.89% 8.23% 14
  • 15. CRM AT HDFC BANK • HDFC bank uses CRM technology when interacting with the customers. They are as follows; Call center Automation, Data warehousing, Email Management, Field Service Automation, Marketing Automation • The bank selected CRMnext's solution in 2008 which promised to fulfill the bank’s needs. 15
  • 16. CRM-Process CRM- Technology CRM- Organization Structure 16
  • 17. Some of the key capabilities offered by the solution included  Customer 360° view o Creating a united customer view by organizing and altering data from various sources including the data warehouse. o Controlling customer information based on the role of users. o Enabling access to single view across various channels like branch, phone banking, etc. 17
  • 18.  Integrated sales platform o Multi-wave process workouts to ensure unification and consolidation of all unstructured processes (run on excel) and semi-automated processes. o Phasing out 6 applications like lead tracking system, customer contact management, etc. o Integrating with 7 core and origin systems to provide end-to-end status visibility. o Process TAT guaranteed by alerts and multi-stage escalations across departments and channels. o Using mobile & two way SMS capabilities to create leads, update status, request for customer offers, etc. 18
  • 19.  Customer experience management o Enabling improved relationship management by creating virtual portfolios and accountability o Ensuring information availability at all customer touch points to boost the quality of interactions o Enabling system driven contact strategies based on customer bands to ensure aligned actions o Focus on roadmap to establish CRMnext as a single destination for all needs 19
  • 20.  Cross Selling Capability o The platform operates across all channels, providing global visibility and status of offers. o Various systems integrated to provide event based triggering such as large deposits, channel usage, etc. o Marketing team continuously generates cross-sell offers and next best products to be sold 20
  • 21. • By an intelligent segmentation of customers, the bank has been able to achieve a high level of cross-selling and up-selling capabilities at various customer touch points. • In Nov 2012, HDFC bank won the 2012 Celent Model Bank Award for CRMnext implementation for delivering excellent customer service experience across channels like branch, phone banking, call centers. 21
  • 22. PRODUCTS AND SERVICES Personal NRI Wholesale SME 22
  • 23. PERSONAL BANAKING  Saving Accounts o Savings Max Account o Women's Savings Account o Kids Advantage Account  Salary Accounts o Premium Salary Account o Regular Salary Account o Classic Salary Account Accounts & Deposits 23
  • 24.  Current Accounts o Supreme Current Account o Agri Current Account o Trade Current Account  Rural Accounts o Kisan Club Savings account o Basic Savings Bank Deposit Account – Farmers  Deposits o Regular Fixed Deposit o 5 Year Tax Saving Fixed Deposit o Super Saver Facility 24
  • 25. Loans • Business Loan • Home Loan • Educational • Personal loan 25
  • 26. nki • Customer can check account balances and download 5 year account statement in 5 formats, instantly • Pay Utility Bills • Invest in Mutual Funds Online • Payment of Taxes online • Customers can Update their PAN Details online • Loan details • Apply for IPO Net Banking 26
  • 27. How to register for net banking Online ATM Phone Banking Branch 27
  • 28. Investment Products Mobile Banking ATM 28
  • 29. Investments  Mutual Funds offered through HDFC BANK o Axis Mutual Fund o Birla Sun Life Mutual Fund o Franklin Templeton Mutual Fund o HDFC Mutual Fund o HSBC MUTUAL FUND o IDFC Mutual Fund o JPMorgan Mutual Fund o Kotak Mahindra Mutual Fund o L&T Mutual Fund o SBI Mutual Fund  Equities and Derivative 29
  • 30. Wealth Service Identifying objectives Establishing customers risk profiling Recommendin g research backed solutions Seamless execution Regular Reviews 30
  • 31. Debit Cards • JetPrivilege HDFC Bank World Debit Card • EasyShop Platinum Debit Card • EasyShop Gold Debit Card • EasyShop International Business Debit Card 31
  • 32. Credit Cards • JetPrivilege HDFC Bank World • Platinum Times Card • Teacher's Platinum • Doctor's Superia • Corporate Platinum 32
  • 33. NRI BANKING Accounts & deposits Money transfer Investments & insurance Premium banking loans 33
  • 34. Accounts & Deposits  Savings account o NRE & NRO  Current accounts o NRE & NRO  Fixed deposits account o Foreign currency deposits account  Accounts for returning Indians  RFC savings account 34
  • 35.  Money transfer  Investments & Insurance  Premium Banking  Imperia Banking  Preferred Banking  Classic Banking  Loans 35
  • 36. 36 RFC Savings account RFC Fixed deposits account Maintain account in foreign currency even as you can withdraw cash in Indian Rupees Maintain account in 4 foreign currencies and protect yourself against exchange rate fluctuations Balance can be transferred on regaining NRI status Funds can be remitted abroad for any bonafide purpose of the account holder Nomination facility is available Nomination facility is available Interest is credited quarterly Interest is credited quarterly
  • 37. Difference between NRE and NRO Non-Resident (External)Rupee Non-Resident Ordinary Rupee Account NRE Account is typically opened using foreign currency and allows account holders to convert foreign currency into Indian rupees at the prevailing exchange rate on the date of conversion. NRO account is kept in Indian rupees and cannot be converted and repatriated into foreign currency. NRE account is freely repatriable NRO account has restricted repatriability NRE account is Tax free the interest earned in NRO account and credit balances are subject to respective income tax bracket and are also subject to applicable wealth and gift tax. NRE account can be jointly held with another NRI but not with resident Indian. NRO account can be held with NRI as well as resident Indian 37
  • 38. SME Accounts & deposits Financing your business Trade services 38
  • 39. Accounts & deposits Current account Ulitma current account Trade current account EZEE current account Salary account Demat account 39
  • 40. Financing your business Loan for professionals Working capital finance Value draw Elite draw Rural loans Warehouse Retail agri loans Trade services Export Import Hedging Solutions - Forward Contract 40
  • 41. Corporate Financial Institutions & Trusts Government sector Investment banking WHOLESALE BANKING 41
  • 42.  Corporate  Large corporate o Funded services o Non funded services o Value added services o internet banking  supply chain partners o Dealer finance o Vendor finance  Agriculture lending 42
  • 43. Financial institutions & trusts  Banks o Corporate salary accounts  Financial institutions o India link o Forex desk o Derivatives desk 43
  • 44.  Mutual funds o Money market desk o Debt market o Payment services o Funds transfer  Stock brokers o Clearing Bank Services to Currency Derivative Brokers o Clearing Bank Services to Capital Market Brokers  Insurance companies  Commodity business  Trusts 44
  • 45. Investment Banking  Equity Placement • Private Equity Placement with P/E, V/C, Buy Out Funds • Placement to institutional investors under SEBI QIP Guideline • Mezzanine Finance 45
  • 46.  M&A and Corporate Advisory Services • Domestic & Cross-Border mergers and acquisitions - Providing end to end solutions including identification of target, valuation, assistance in due diligence and fund raising • Capital Structuring and Restructuring  Capital Market Advisory Services • Rights Issues • Open Offers • Share Buy Back • De listing • Follow-on Public Offerings • BRLM for IPo 46
  • 47. SWOT ANALYSIS • The attrition rate in HDFC is low and it is one of the best places to work in private banking sector • preferred card for shopping and online transactions • HDFC bank has the high degree of customer satisfaction when compared to other private banks Strength • Doesn’t have strong presence in Rural areas • lacks in aggressive marketing strategies like ICICI • focuses mostly on high end clients weakness 47
  • 48. • Improved it’s bad debts portfolio and the recovery of bad debts are high when compared to government banks • Greater scope for acquisitions and strategic alliances due to strong financial position good reputation in terms of maintaining corporate salary accounts Opportunity • The non banking financial companies and new age banks are increasing in India • RBI has opened up to 74% for foreign banks to invest in Indian market Threat 48
  • 49. TOP COMPETITORS
  • 50. HDFC ICICI YES BANK AXIS Outlook on marketing Customer retention Aggressive Knowledge banking approach Rebranding from previous UTI. Focus area of banks in CRM Customer oriented approach Marketing and competitive sales approach To have more interactive approach . To have broader markets Online popularity Reached the top position beating its competitor It is now ranked as 2nd . Establishing market through Social networking sites. Following footsteps of others Customer market segment Upper Middle class , high net worth individuals Bank young stars, bank @campus, and women account Retail segment As a preferred partner in progress. CRM Technology / tool used in banks CRM next Revamp with CRM One view name in- house technology is used (Yccr) software The Right Phone Banking CRM CRM - Finacle Software 50
  • 51. CONCLUSION 51
  • 52. THANK YOU 52