How Social Apps innovate CRMin Banking and Financial ServicesSocial CRM 2012 ConferenceFrankfurt, 11.6.2012Speakers:Click ...
Social CRM 2012                                                   Safebook CalendarAgenda■   Introduction■   Social CRM Pr...
Social CRM 2012                                                                   Safebook Calendar                       ...
Social CRM 2012              Safebook CalendarINTRANET Software & Consulting GmbHLAKESIDE B01, A-9020 KlagenfurtTel. +43(0...
Social CRM 2012                                                          Safebook CalendarINTRANET over the last years    ...
Social CRM 2012                                                      Safebook Calendar    ZieleSocial CRM Project at SPARD...
Social CRM 2012                                                    Safebook Calendar    NutzenSocial CRM Project at SPARDA...
Social CRM 2012                                                       Safebook Calendar    VorteileSocial CRM Project at S...
Social CRM 2012                                         Safebook CalendarConcept of Social Apps For Enterprises  Watch out...
Social CRM 2012                                      Safebook Calendar“Safebook” brings the Best of the Consumer Web toBan...
Social CRM 2012                                     Safebook CalendarThe Benefits of a Social Intranet               Sourc...
Social CRM 2012                                              Safebook CalendarLive-Demo   Social CRM    360ƒ CRM- and soci...
Social CRM 2012                                                  Safebook CalendarResources and Links■   Case Study: How S...
Social CRM 2012            Safebook CalendarQ&A      Marcus Eurskens      marucs.eurskens@sparda-m.de      Herbert Wagger ...
Social CRM 2012                             Safebook Calendar                Backup Slides                                ...
Social CRM 2012                                      Safebook CalendarSocial CRM (1)■   Purchase Probability (Amazon)■   3...
Social CRM 2012                                        Safebook CalendarSocial CRM - 360° view on customer incl. social vi...
Social CRM 2012                                       Safebook CalendarProdupedia – the SalesWiki■   Wikipedia concept, ev...
Social CRM 2012                                           Safebook Calendar“i-Tweet”, internal wall, micro blogging, info-...
Social CRM 2012                                       Safebook Calendar“XNames”, Social Address Book, Communities, ...■   ...
Social CRM 2012                                       Safebook CalendarEnterprise AppStore■   Engage the user community,  ...
Social CRM 2012                                          Safebook CalendarSocial Analytics (mail, calendar, i-Tweets)■   E...
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Case Study How Social Apps Innovate CRM in Banking and Financial Services, Herbert Wagger and Marcus Eurskens, SPARDA international

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In this insightful case study, Marcus and Herbert explain how Sparda International implemented a suite of innovative social CRM tools to stimulate creativity, boost efficiency, enhance information-sharing and most notably, improve collaboration at the bank. In addition to helping with product management, service quality and sale/marketing, customers also experienced benefits

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Case Study How Social Apps Innovate CRM in Banking and Financial Services, Herbert Wagger and Marcus Eurskens, SPARDA international

  1. 1. How Social Apps innovate CRMin Banking and Financial ServicesSocial CRM 2012 ConferenceFrankfurt, 11.6.2012Speakers:Click to add textMarcus EurskensManaging Director | SPARDA International MünchenHerbert WaggerManaging Director | INTRANET Software & Consulting GmbH© 2012 INTRANET GmbH
  2. 2. Social CRM 2012 Safebook CalendarAgenda■ Introduction■ Social CRM Project at SPARDA International Munich■ Concept of Social Apps For Enterprises■ Live-Demo■ Q&A | © 2012 INTRANET GmbH
  3. 3. Social CRM 2012 Safebook Calendar SPARDA International Profil Auswahl aus unserem Anlageuniversum Bahnhofplatz Nymphenburger Str. 77 A-9500 Villach D-80636 München Gemeinschaftsunternehmen der Sparda-Banken München eG & Villach/Innsbruck reg. Gen.m.b.H.Auswahl unserer Kooperationspartner Unternehmensprofil • Gründung 1999 • Vermittlung von Versicherungs- und Vorsorgelösungen, Kapitalanlagen, untern. Beteiligungen und alternativer Investments • angestellte Mitarbeiter, keine selbständigen Handelsvertreter • Geschäftsgebiet Oberbayern und Österreich • ca. 29.000 Kundenverbindungen | © 2012 INTRANET GmbH
  4. 4. Social CRM 2012 Safebook CalendarINTRANET Software & Consulting GmbHLAKESIDE B01, A-9020 KlagenfurtTel. +43(0) 4229 3900http://www.intranet-consulting.atFirmenprofil• Founded 1997• Independent Software Vendor• Markets: Banks, Insurance, SMB• 35 Installations, > 10.000 user• Business partner in Germany (hedersoft) | © 2012 INTRANET GmbH
  5. 5. Social CRM 2012 Safebook CalendarINTRANET over the last years New Technology 2000 2004 2008 2009 2011 2013Integrated Frontend for Banking, Insurance, Web 2.0 Web 3.0 SMB 5| © 2012 INTRANET GmbH
  6. 6. Social CRM 2012 Safebook Calendar ZieleSocial CRM Project at SPARDA International■ Reduzierung des Verwaltungsaufwands. ( Personalaufwand)■ Potentialerkennung ( Ertragssteigerung gesamt und pro Kunde)■ Reduzierung der „ 1 Produkt-Kunden“. ( erhöhte Kundenbindung zum Unternehmen)■ „Know your customer“ Prinzip ( Anti-Attrition, erhöhte Kundenbindung, Umsatzsteigerung) | © 2012 INTRANET GmbH
  7. 7. Social CRM 2012 Safebook Calendar NutzenSocial CRM Project at SPARDA International■ Empfehlungskunden durch Verbesserung der Bestandskundenbetreuung■ Umsatzsteigerung durch zufriedene Kunden■ Effektivere Bearbeitung von Reklamationen (geringere Risiken)■ Verbesserte Produktauswahl und Produktfocussierung möglich■ Verbesserte Kunden- und Beraterzuordnung■ Weniger Papier / Druck■ Bessere interne und externe Kommunikation möglich■ Effektivere Kundenselektion | © 2012 INTRANET GmbH
  8. 8. Social CRM 2012 Safebook Calendar VorteileSocial CRM Project at SPARDA International■ Übersichtlichkeit, Effektivität, Unkompliziert,■ Mitarbeiter kennen Social Media, dadurch keine Berührungsängste – ganz im Gegenteil■ Social Media ist die Zukunft. Kein uns bekanntes Programm baut so intensiv darauf auf.■ ausbaufähig | © 2012 INTRANET GmbH
  9. 9. Social CRM 2012 Safebook CalendarConcept of Social Apps For Enterprises Watch out this Prezi 9| © 2012 INTRANET GmbH
  10. 10. Social CRM 2012 Safebook Calendar“Safebook” brings the Best of the Consumer Web toBanking Business Selling experience Analytics Recommender Engine Social Networking Genius Tagging, Rating, Real Time conversation, Subscription micro blogging Everyone can contribute User Experience with his knowledge „sexy UI“ | © 2012 INTRANET GmbH
  11. 11. Social CRM 2012 Safebook CalendarThe Benefits of a Social Intranet Source: cmswire.com | © 2012 INTRANET GmbH
  12. 12. Social CRM 2012 Safebook CalendarLive-Demo Social CRM 360ƒ CRM- and social view > Produpedia SalesWiki, Rating, Tagging, … > i-Tweet Micro Blogging & Activity Stream > Social Enabler, XNames Lotus Connections, Dropbox, Facebook > Social Analytics Email, Calendar, i -Tweets > 12| © 2012 INTRANET GmbH
  13. 13. Social CRM 2012 Safebook CalendarResources and Links■ Case Study: How Social Apps Innovate CRM in Banking and Financial Services■ Adding social and mobile access capabilities to CRM increases productivity of sales people by 26.4 percent■ Social Apps For Enterprises: „Safe, Social, Sexy“■ Herbert Wagger‘s Blog | © 2012 INTRANET GmbH
  14. 14. Social CRM 2012 Safebook CalendarQ&A Marcus Eurskens marucs.eurskens@sparda-m.de Herbert Wagger wagger@intranet-consulting.at www.safebook.info @HerbertWagger facebook.com/HerbertWagger 14| © 2012 INTRANET GmbH
  15. 15. Social CRM 2012 Safebook Calendar Backup Slides | © 2012 INTRANET GmbHwww.intranet-consulting.at
  16. 16. Social CRM 2012 Safebook CalendarSocial CRM (1)■ Purchase Probability (Amazon)■ 360 degree customer view, profiling, segmentation, products, financial status, ...■ Social Client acquisition (Campaigns, Opportunity Management, Contact Management)■ “Follow” a Customer and get posted via Activity Stream■ Advisory functions, Financial Planning (As-is analysis, szenarios, calculations, tools)■ Sales planning/monitoring and controlling 16| © 2012 INTRANET GmbH
  17. 17. Social CRM 2012 Safebook CalendarSocial CRM - 360° view on customer incl. social view■ i-Tweets from inside the organisation■ Social Profiles & Conversations (Facebook, Twitter, Google+, LinkedIn, ...)■ Cross selling potential■ Opportunity Management■ Activity Management■ Appointments, ToDo‘s, e-mail 17| © 2012 INTRANET GmbH
  18. 18. Social CRM 2012 Safebook CalendarProdupedia – the SalesWiki■ Wikipedia concept, everyone can contribute with his knowledge■ Product Knowledge Base, Terms & Conditions, Highlights, add-on Products, ...■ Best Practice in sales, tactics, sales arguments■ Cloud Tags, Product Finder■ Comments, Ratings, Tagging■ Top Charts, Whats New, Popular, ...■ Blogs■ Microblogging, publish feeds into i-Tweet 18| © 2012 INTRANET GmbH
  19. 19. Social CRM 2012 Safebook Calendar“i-Tweet”, internal wall, micro blogging, info-push■ Integrate People, Content and Applications■ Follow colleagues or experts across the organisation■ Follow campaigns, loan applications, hot customer cases etc.■ Social Product Livecycle, involve Product Managers, Marketing, Sales, Legal, Sales Rep. in a feedback-loop.■ i-Bank or external systems start talking to you via the live-feed and status updates.■ Comments, Like, Share, Tagging 19| © 2012 INTRANET GmbH
  20. 20. Social CRM 2012 Safebook Calendar“XNames”, Social Address Book, Communities, ...■ Connect with and „follow“ colleagues, groups and specialists inside the Intranet and share information, ideas and knowledge■ Existing groups from the Domino Directory can be used for posting information (similar to Google+ circles)■ ad-hoc groups can be build and joined to work on certain business cases inside i-Bank■ XNames is used inside safebook/i-Bank. Profiles from Lotus Connections can interface. 20| © 2012 INTRANET GmbH
  21. 21. Social CRM 2012 Safebook CalendarEnterprise AppStore■ Engage the user community, rather than merely listing applications.■ Embrace agile methods to regularly deploy new functionality.■ Apply application intelligence, combined with DevOps disciplines, to improve the apps over time.■ Mesure developer success through consumption and application intelligence feedback, rather than mere productivity or project completion. 21| © 2012 INTRANET GmbH
  22. 22. Social CRM 2012 Safebook CalendarSocial Analytics (mail, calendar, i-Tweets)■ Email Ranking to find the top contacts internally and externally as well as e-mails from customers.■ Tag Searching to analyse popular subjects or terms, presented in a tag cloud.■ Mail statistics: mails send/received, did people respond to you, did you answer e-mails, busiest day in the week, etc.■ Analytics on calendar: number of meetings, how much time spent, Participants ranking, where, main subjects, ... 22| © 2012 INTRANET GmbH

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