This presentation discusses DreamOval's key learnings from deploying notification systems for Banks and other enterprises in the past five years and where we see this going.
2. Short
Introduction
DreamOval Limited was started in 2007
The average age of the team is 25years
Developed the first online payment gateway in Ghana
(iWallet)
Developing Enterprise software (Enterprise Nurse) for the
past 5 years
Enterprise software currently affects about 80% of bank
accounts in Ghana
We continue to innovate daily
3. pre·empt /prēˈempt/
Take action in order to prevent (an event) from
happening; forestall.
Google Search
Customer Service is a series of activities designed to enhance the
level of customer satisfaction – that is, the feeling that a product
or service has met the customer expectation
Turban et al. (2002)
4. Stages of Customer Service
Customer
Service
Before Sale
During Sale
After Sale
5. What is Preemptive Customer
Service?
Preemptive Customer service is then any
action taken in anticipation of customer
need which prevents escalation, reduces or
avoids customer service delivery costs and
leaves the customer truly amazed and
satisfied
8. One-Way
Notify customer of account activities
◦ Changes in account balance
◦ Changes in customer data
Help customer be in right standing through reminders
◦ KYC data expiry
◦ Loan repayment due
◦ Possible lack of funds for upcoming standing instruction
Show some care and emotion
◦ Send wishes on special occasions like
◦ Birthday
◦ Account Open Anniversary
◦ Graduation
◦ Wedding anniversary
◦ Job Promotion
9. Two-Way
Notify customer of possible account activity and act on response
◦ Authorization of transactions
◦ Authorization of sensitive customer data
Help customer
◦ Choose the right financial package
◦ Wizard interactions for promotions
◦ Opt-in or out of promotion
Show some care and emotions
◦ Send wishes and ask for wishes on special occasions like
◦ Birthday
◦ Account Open Anniversary
◦ Wedding anniversary
◦ Ask customer opinion on company changes or roadmap
10. Show Some Intelligence
Narrow promotions target and plan based on similar past promotions
◦ Adjust customer promotion preferences based on responses
◦ Preferred medium
◦ Preferred time
◦ Preferred type
◦ Upcoming events: wedding anniversary, birthday, etc
Advice on financial lifestyle
◦ Ways of saving money to meet aspirations
Ask for authorization due to abnormal spending
◦ Identify abnormal trends in account activity and request authorization
Suggest appropriate new services to customer based on
◦ Previous enrollments
◦ Upcoming events
◦ Known Preferences
13. Open source Big Data Stack
Hadoop
MongoDB
Mahout
Application Layer
Apache Pig
14. Open Source
No one needs to start from ground ZERO
Better control over price
Removes vendor lock-in
Reduces barrier to entry
Reputation of creators
Wider community of users (Best alternative in the absence of standardization)
Apache Licenses are Enterprise Friendly
16. Collecting Customer LIFE STORIES
Social Media Networks – Relationships, interests, events, check-ins, etc
eCommerce websites – Shopping history and whislists
Telcos – Mobile money and location data
Device Manufacturers – All mobile data
Any electronic interaction of the customer is a potential
BEST Strategic Partnership Device Manufacturers
17. Why is storage an issue
The data being stored has three distinct attributes
◦ Volume
◦ Velocity
◦ Variety
Traditional Relational Databases reach their breaking point on commodity servers very fast
Buying specialized hardware is not feasible for most businesses
A solution that is widely accessible must use commodity servers to do what is reserved for
mainframes and supercomputers
For Africa, an extra requirement is that the software must be reasonably priced
} BIG DATA
25. Card Management
Core Banking
Loans System
Customer visits Bank To do the following:
1. Pick Up ATM Card
2. Check Status Of Loan
3. Check Account Balance
Bank Customer
Look up ATM card status
Check Loan Status
Check Account Balance
Visit Bank
Customer Service
Officer
26. Evolution of Technology Stack for
Banking
Core Banking System
Switch
ATM POS
Internet
Banking
Web Mobile
Alerts
Email SMS Social CRM
+
Help
Desk
ERP
28. What’s Wrong
with this
Picture?
Apart from the cats being too cool
Each technology
◦ will needs to
◦ Connect to all customer communication channels
◦ Implement a rules engine for preemptive customer service
◦ can only send notification about it’s activity (localized
knowledge or intelligence)
32. One Problem
Cost
+
Timeline
Many large enterprises we’ve worked with shy
away from the large license costs of ESBs. Cost
also includes paying other vendors to
integrate
33. One Problem
Cost
+
Timeline
Many times the ESB vendors are not at fault
here. Coordinating integration of all systems
can get a bit messy even without wishing
38. Why some are Using this Model
Cheaper than buying an ESB
Can monitor any Data Source just like an ESB by using connectors
Specialized for customer service
ESB ready with extensive APIs
40. We are headed toward an era where
preemptive customer service is not
the exception but the norm for
customers. Your excuse cannot be
that you could not afford an ESB.
Editor's Notes
An example of a company that saved costs. Human beings are primarily social, Facebook definitely believes that. At least many ladies like the uuuhhh