WW Personal Solutions

1. Personal Solutions
Mister Credit
&
Customer Assistance
©2015 • Simona Bina/Laura Cappelli•
05/11/2015

2. Agenda
 MISTER CREDIT
– Who is and its services
– How we sell our services
– What about the future
©2015 • Laura Cappelli • 05/11/20152

3. Mister Credit: who is and its services
3
Mister Credit is the line of services for consumers powered by CRIF
Mister Credit solutions are focused on:
Financial wellness
Mettinconto helps assess
the creditworthiness and
to address access to
credit in a conscious way.
Identity theft prevention
By monitoring the CRIF Credit
Information System and the
public databases, Identikit
protects against illegal use of
personal data.
Online personal data
protection
Thanks to constant
monitoring of the data on
the web, Sicurnet protects
consumers’ digital identity.
Credit card protection
By monitoring the web,
Sicurcard allows consumers
to block misuse of their
cards and to have
specialized care.
©2015 • Laura Cappelli • 05/11/2015

4. How we sell our services: B2C & B2B2C
4
A website dedicated to sell and
engage prospects
Financial Companies and Banks
are our main partners in
offering our services
©2015 • Laura Cappelli • 05/11/2015

5. 2016: new services
5
Financial wellness
Mettinconto is now a one-
shot service but it’s going
to be enriched by a
monitoring release.
Company report&score
For companies interested in
knowing their
creditworthiness before
asking a new credit
Tenant screening
A tenant verification
service to demonstrate
creditworthiness to
landlords.
©2015 • Laura Cappelli • 05/11/2015

6. 2016: new topics
6
Digital
signature and
new types of
payment
to make
quicker and
easier the
subscription for
the B2C
customers
Providing customer care
Improving web chat for pre
and post sales assistance
Internal processes
automation backoffice & customer
activation; more integration with
SAP and other company tools
APPS and responsive
membership area
to improve the
customer experience
©2015 • Laura Cappelli • 05/11/2015

7. Agenda
 CUSTOMER ASSISTANCE
- Who we are
- How to contact us
- the New Consumer Data
Management Platform
©2015 • Simona Bina • 05/11/20157

8. Customer Assistance Office in CRIF
8
Italian Data Protection law recognizes the right for Data subject – an individual
or a company - to obtain confirmation as to whether or not personal data
concerning him exist and communication of such data in intelligible form
CRIF as Data controller of a Credit information system has established :
a dedicated unit for the management of data
subject’s request on credit data in compliance
with the laws.
different communication channels in order to help consumers to better
understand credit information and facilitate the exercise of their rights
©2015 • Simona Bina • 05/11/2015

9. 9
• CRIF website dedicated to consumers:
contains all information about CRIF credit bureau system
and the electronic application form to send a request to CRIF.
Every year the section is visited by 626.000 users.
• Web Chat on CRIF website: to answer immediatly to the questions on line.
We manage more than 600 chat montly
• Public relation office: located in Bologna to meet consumers and help them
to fullfilll an application or to understand the content of a credit report. We
receive 200 visitors monthly
• Call Center for consumers : we receive 7.000 calls
a month by consumers who want to speak with an operator
How to contact us
©2015 • Simona Bina • 05/11/2015

10. 10
The monthly volumes to answer to written requests
of consumers
Incoming documents to be scanned and controlled
Data check with institutions participanting or with
internal team
Letters of answers to access to credit data
Letters of answers to a dispute about credit
information
Quality checks on the credit reports produced
Reconciliation of contributions paid to access to
credit report and issuance of invoices
26.000
3.000
7.000
2.000
7.200
45.000
©2015 • Simona Bina • 05/11/2015

11. 11
How to handle these high volumes and providing
the response to the data subjects within 15 days?
©2015 • Simona Bina • 05/11/2015

12. 12
We need many operators …..
Or …..
©2015 • Simona Bina • 05/11/2015

13. … we use a Data Management Platform
13
It allows to collect incoming requests , perform activities on DB, create new
documents and send response through multiple communication channels such
as external websites, e-mails, postal delivery.
With the following benefits:
Increased efficiency – by automation of manual tasks with low value
Better control of the process - by standardizing working methods and with
the availability of verification;
Flexibility - the automation of parts of the process allows to handle high
volumes
©2015 • Simona Bina • 05/11/2015

14. 14
The 1° release of Consumer Data Management Platform
CDMP
Management of
incoming document:
via email or fax
(DATA ENTRY)
Integration with
Credit Bureau
Information and
other DB CRIF as
Public information
Standard models for
the answer letters
Automated send
of letters by email
o postal
Management of
payments
collection and
automated
billing
©2015 • Simona Bina • 05/11/2015

15. Other features of the new release of Consumer Data
Management Platform
15
On line modul
on CRIF website
(automatic Data Entry)
Fraud prevention check
(identity document / e-mail
black list check
Data quality check
and automatic
delivery of standard
credit reports
Management of data
check/comunications
with Credit Bureau partners
or internal CRIF offices ( for
dispute)
Activity management
as task assignment
on the basis of operators
availables and deadlines.
Ticket
management
from Call Center
Integration with new
payment methods as
Credit Card or other
online payment
Reporting System:
statistic and audit
©2015 • Simona Bina • 05/11/2015

16. It’s a multi-platform
16
 Multilanguage and multicurrency solution
 In house or outsourced installation
 Compliance with CRIF Security requirements
 It can be licensed in international credit bureau projects
 The modular solution allows to choose the modules needed
to manage consumer request regarding Credit Bureau
Solution or other DB
©2015 • Simona Bina • 05/11/2015

17. Thank you
for your attention