FINANCIAL SERVICES                 Created by                   Rutuja                  chudnaik4 January 2013     FINANCI...
INTRODUCTION   Financial services refer to services provided by the   finance industry.TYPES OF FINANCIAL SERVICES        ...
CRM EvolutionCRM is all about…• Finding your customers• Collecting information about them along the way• Using that info t...
Centering Your Business Around the                           Customer    Servicing customers consistently, knowing their  ...
CRM in Financial Services                 Gaining competitive advantage by attracting and                 retaining more l...
RETAIL BANKING INCLUDES ACTIVITIES RELATED TO                         CUSTOMER ARE:Manage Customer RelationshipsStreamline...
•   A Chartered Accountant is valuable coordinator between       entrepreneur and bank, in case of syndication of funds.  ...
ICICI BANK– Key Challenges• Business Challenge Increased Competition Growth of Product Diminishing Margins                ...
ICICI BANK – The Solution• How was the challenges  address?                                                   Metrics  – I...
4 January 2013   FINANCIAL SERVICES
ICICI BANK AND INFORMATION                TECHNOLOGY                           ICICI Bank IT Set-up  •ICICI Messenger: Thi...
4 January 2013   FINANCIAL SERVICES
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Financial services created by rutuja chudnaik (wro0400209)

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Financial services created by rutuja chudnaik (wro0400209)

  1. 1. FINANCIAL SERVICES Created by Rutuja chudnaik4 January 2013 FINANCIAL SERVICES
  2. 2. INTRODUCTION Financial services refer to services provided by the finance industry.TYPES OF FINANCIAL SERVICES Foreign Banking Investment exchange Insurance services services services Issuance of Currency Asset Insurance checkbooks Exchange management brokerage Foreign Provide Hedge fund Currency Reinsurance personal loans, management Banking commercial loans Wire transfer ATMs and credit 4 January 2013 FINANCIAL SERVICES card services
  3. 3. CRM EvolutionCRM is all about…• Finding your customers• Collecting information about them along the way• Using that info to enhance their experience and foster long-term relationships Customer Adaptive Solutions Analytics Industry-specific CRM Multichannel E-Business Sales Marketing SFA Service1990 January 2013 1997 4 1994 1999FINANCIAL2000 SERVICES 2003 2006 - 2012
  4. 4. Centering Your Business Around the Customer Servicing customers consistently, knowing their Marketing based on customer situation, having a dialog, preferences for channel, knowing what they own. frequency, products & services Service Marketing Selling with a knowledge Designing and of what the customerdeveloping products owns, where they are that valuable Customers having problems, how customers want Products they buy and who makes Sales decisions Making sure that valuablecustomers are getting priority Orders 4 January 2013 FINANCIAL SERVICES
  5. 5. CRM in Financial Services Gaining competitive advantage by attracting and retaining more loyal, profitable clients4 January 2013 FINANCIAL SERVICES
  6. 6. RETAIL BANKING INCLUDES ACTIVITIES RELATED TO CUSTOMER ARE:Manage Customer RelationshipsStreamline Your Service and Support OrganizationWhen you get a call, start by searching Salesforce. You can quicklysupervisors,account and see who else at your company has been working with them.Effective customer service benefits everyone—customers, agents, review the and the company’s bottom line. Deliver outstanding and consistentYou can then use Salesforce to capture callincluding phone, email, Web, task chat.service and support across many channels notes and create a follow-up and if need be. Gather Insight Update InformationCustomer Logs a Case Salesforce provides a place Assign Tasks Case Is Routed Search Salesforce By clicking on a contact orWhen a customer has a to log call notes, save Often times you’ll need Cases can be account, you can view all Gather Insightproblem, they can log a case The first thing you want important emails, and to assign a follow-up their activity history, case, A Customer Callsonline or call your support to do is searchrouted to automatically An agent works the update information so task for yourself or Follow Up a queue based upon outstanding follow-up items, reviewing account Find Solutionsteam. customer may be Salesforce to see what everyone knows where someone else on your The business rules. and other pertinent information such as Assigning tasks in information is The agent can quickly solve things stand. team. calling you directly or information. and activity entitlements Salesforce improves available. the case using suggested they may have been history. Case Closed collaboration and creates solutions from the transferred to you. The agent true accountability. knowledgebase. communicates the solution over the phone uses an email template and closes the case. Customer Portal The customer has 24/7 self-service access to their case history, the knowledgebase, and the online community Measure what’s working through the customer • A real-time view of your business portal. • A single solution for insight • Customizable reports 4 January 2013 FINANCIAL SERVICES
  7. 7. • A Chartered Accountant is valuable coordinator between entrepreneur and bank, in case of syndication of funds. • Chartered Accountants are having sound knowledge about preparation of financials. • Chartered Accountants are capable to prepare feasibility report in case of green -field project. • Chartered Accountants by virtue of their rigorous experience and high amount of patience can be able to prepare – Project Report – CMA (Credit Monitoring Analysis) data – Feasibility Report – Credit Appraisal Memo (CAM)4 January 2013 FINANCIAL SERVICES
  8. 8. ICICI BANK– Key Challenges• Business Challenge Increased Competition Growth of Product Diminishing Margins • Rapid change • Inefficiency• Technology Challenge • Religion Offshore software inconsistencies development Outsourced technology infrastructure 4 January 2013 FINANCIAL SERVICES 8
  9. 9. ICICI BANK – The Solution• How was the challenges address? Metrics – Identified & captured key metrics •All metrics that are actionable from the IT security policy are monitored on a monthly basis. – Integrated with legacy data stores Operating systems, application security, database, physical, desktops, servers and – Focused on positive user password security are some of the areas experience being monitored. •The metrics are measured manually wherein – Designed tools to collect data the auditors conduct physical tests of the transparently (while helping users) systems wherein tools such as desktop management tool are used to scan for viruses – Re-positioned technology and apply security patches for desktops, emphasis laptops and servers. •Metric sampling is carried out monthly. 4 January 2013 FINANCIAL SERVICES 9
  10. 10. 4 January 2013 FINANCIAL SERVICES
  11. 11. ICICI BANK AND INFORMATION TECHNOLOGY ICICI Bank IT Set-up •ICICI Messenger: This software was developed internally in 2006 to provide secure instant messaging for internal users •FTP server: An open source FTP server application has been customised to meet the requirements of the bank •PT and VA: Penetration testing (PT) and vulnerability assessment (VA) are done as and when required. They change the vendors involved every year •Network printers: Unnecessary protocols are disabled •Unauthorised messaging: Only approved software (ICICI Messenger) is used •Data security: Encryption software has been loaded on desktops, servers and laptops Security Systems4 January 2013 FINANCIAL SERVICES
  12. 12. 4 January 2013 FINANCIAL SERVICES

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