This document discusses the need for banks to automate their marketing, sales, customer relationship management, and other processes using a single, customizable platform. It notes that traditional, manual systems are inefficient and cannot keep up with new digital channels. The proposed solution, Kapture, is presented as a platform that can automate and integrate marketing campaign management, lead capture and assignment, sales and customer service processes, documentation, and provide analytics reporting. It aims to streamline operations and improve customer experiences through customizable dashboards and automated workflows.

4. Some questions that need
to be attended with a lot
of planning and
strategizing to succeed in
this cluttered market,
where each banking
solution looks equally
tempting for the
customer.

6. Branches of banks are spread across the
country which leads to glitches in effective
CRM .
Auditing Marketing campaigns for each
banking product that run all over the
country.
Monitoring activities of Sales teams and
personal bankers who are allocated
specific regions.

7. Monitoring activities of sales teams and
personal bankers
Vendor management of agencies who handle
collections/ documentation/ personal banking/
sales etc.
Managing leads and CRM data accumulated
through various channels
Handling documentation processes and
resolving complaints
Maintaining coordination between various
departments.

8. Old manual systems for lead
management which cannot combat
the super-responsive, new-age
channels used to reach out to
potential customers.
Inflexible or limiting IT comprising
of separate systems for each
domain that cannot be integrated
Desktop based software that does
not empower the sales or the on-
ground team.
No ROI based analytics that
measure sales and marketing
activities.

9. No means to track sales and
marketing activities based on time
and location.
Insufficient CRM/ MCIF
database due to loss of potential
information/ leads and inefficient
query management.
Slow documentation process and
closures due to irregular follow-ups
and reminders.
No way to track productivity of
marketing campaigns handled by
numerous agencies.

11. Most banks believe
that there is a
constant need to
adopt to innovative
technological
upgrades to fasten
various processes.

12. What a complete automation
platform can bring to the table
clearly becomes the differentiator.
The challenge still remains to find all
that you need in a single platform.
Softwares today offer limited
customisation to fit different
business models and operational
processes followed by banks.

13. Banks which opted to build automation platforms that are custom-fit saw a
considerable rise in sales conversions.

15. Automate marketing processes
Automate Pre-sales
and sales processes
Post sales CRM and analytics
Kapture is a fully customisable, sales and marketing automation platform using which
you can run and audit marketing campaigns, fasten pre-sales and sales processes,
maintain Customer delight with a tailor-made CRM and analyse future trends with
cutting edge analytics.
lead
Customers

17. Each banking solution that needs to be advertised, differs in terms of channels
used, target audience and logistics. Kapture allows you to monitor and
optimise all your online and offline campaigns
on single platform.

18. Create profiles and
maintain data about
multiple agencies handling
different ad campaigns for
each of your financial
offerings to track status of
payments, history of
conversations and set
reminders for follow-ups.

19. Empower your Audit teams
to click pictures of
hoardings/ events and
other offline promotions
with a timestamp value and
location mapping.

20. Now there is no way for your offline
marketing agencies to take you for
granted when you’ve got enough
proof with exact date, time and
location to hold their payments incase
the campaigns are not running fine.

22. Capture leads all on a single platform coming in from
various channels like:
•Web portals like BankBazaar which host banking
services of different banks.
•Enquiry forms on your website.
•Enquiries through Toll free numbers
•Ad campaigns like banner ads and Google AdWords
•Other sources like Social media applications and
JustDial
•Routed voice-calls through Call centers

23. Once the Lead enters Kapture, they are
classified based on the banking service
they want to know more about or the
area where they reside.
They can also be tagged as Hot and Cold
leads depending upon their intent on
buying a particular financial product.
Once the lead is classified it is assigned
to respective department for example
someone who is interested in a Car Loan
would be assigned to the Car Loan
department at a branch closest to his
location.

24. Once the sales team/ Collections Team/ Personal Bankers team of a particular branch has
been allocated leads, each team member can be assigned daily tasks with reminders to
meet these prospective customers.
The exact location of each team member can be tracked and a daily adherence report can
be generated with the number of open and closed leads.

25. Incase there are external agencies or
Vendors involved in the collections
process, you can create profiles for
each of these agencies with all the
details about the POC.
The platform allows you to maintain
history of conversations with them,
set reminders for follow-ups, track
their performance and payment
statuses.

26. The platform comes with inbuilt
communication tools via Email/ SMS
and Chats rooms to converse with your
internal team members.
It can also be used to communicate
with external agencies like your
Collections Agency or prospective
leads.
Not just that, you can view history of
past conversations so that there is no
communication gap.

27. There is no way to lose a lead when
reminders and alerts are set for the
sales teams or personal bankers.
The platform enables you to take
notes and set reminders using a
calendar via Emails/ SMS alarms and
pop-up notifications.

29. Once a lead is closed and becomes a
customer for the bank, separate profiles
can be created and updated with name
and all kinds of contact information.
The customer will be tagged with the
banking service that he has opted for
and the sales team member who closed
the deal.
Change of address and contact
information operation can also be
performed.

30. Imagine a customer service executive
receiving a call from a customer with his
name and status about the previous
enquiry about a car loan that he had
lodged!
The platform comes with an Unified
Address Book that fetches customer profile
information and history of recent
conversation as soon as his call reaches the
customer service executive.

32. No matter through which channel the query/complaint
has been raised, be it via net banking, phone banking or
a direct call to the call center, all of them will be tabled
and queued up for resolution based on priority or a
round robin/ FIFO mechanism.

33. Once the query/ complaint is tabled they are
classified based on the type/ product/ Area.
For Example if a customer wants to know about
rate of interest about a Fixed deposit scheme from
Mumbai, then he would be tagged with attributes
like Mumbai, Fixed Deposit etc.

34. Once the query/ complaint is classified a unique
ticket number is generated and a ticket is raised.
This ticket is then assigned to the respective
teams/ departments for resolution.

35. Based on the type of query and the estimated time for
resolution an automated/ manual timeline can be set
for the team member.
For example loss of debit card issue should be
resolved as soon as possible whereas account related
technical problems might take a longer duration to be
fixed.

36. Incase the timelines are not met then the query can be escalated to the
senior management.
Also tickets can be reassigned automatically to other team members
incase of the one who is assigned the ticket, is on leave.
This fastens the process of query resolution and the customers are always
happy.

37. Once the query is resolved or is taking an unexpected duration to be
resolved, automated responses can be sent
via Voice Calls/ SMSes/ Emails etc with apt messages to keep the
customers informed.
General queries can be resolved directly without raising a ticket by
sending automated pre-set messages.
Promotional messages can also be sent to cross sell or up sell a
product. For example someone who has opened an account might
want to avail the free credit card option

38. If the query is about wanting to opt for a new
banking or investment service then the collections
team can be assigned a task for further
documentation process.
Status of each of these processes can also be
maintained.

39. Since not all
information would
be required for
every department/
Team member, the
platform offers
Customized
dashboards and
views based on
organizational
structure and
hierarchies .

40. Track performance of
Marketing campaigns, Sales
teams, Personal Bankers,
Customer service executives
with 300+ ROI based reports.
Analyse daily, monthly, yearly
reports based on customised
parameters to foresee future
trends and pre-plan your
sales and marketing
strategies.