• Base Module
- Organization structure
o Branches
o Zones
o Teams
- Roles and access rights to operations
o Role definitions in CRM
o Role access privilege definitions
o Role access audit trail
- Approval hierarchy and signing system
o Managers can approve or reject items
o Approvals report
o Transaction approvals based on transaction value
- MS Outlook integration
o Sending e-mails from CRM
o Tracking incoming e-mails in CRM
o Synchronizing CRM activities to Outlook tasks
o Synchronizing CRM appointments to Outlook calendar
- MS Office integration
o Live excel data integration
o Office business data connector support
o Read – write integration with Office
- MS SharePoint integration
o CRM data available in SharePoint
- SMS Gateway integration
o SMS sending from CRM
o Receiving customer SMSs into CRM
o Sending campaign SMSs
o Customer SMS history
- Fax server integration
o Sending faxes from CRM
o Receiving faxes into CRM
o Attaching faxes to customer entities in CRM
o Customer fax history
- Account and contact entity customization
o Field mapping of existing customer base
o Customizations
o Form java script validations
- SQL Server integration services customization
o Core banking integration
o Credit card integration
o SSIS batch tasks development
- Customer search
o First name, last name, date of birth
o Account no, card no, plate no
o Mobile no
• Complaints and Service Requests Management
- Service request capture
o SR type
o SR channel
o SR routing and escalation
- Resolution process and assignment to queues
- SLAs and escalations based on customer segment
- Dashboards and MIS reporting
o Aging report
o TATs report
o Active cases report
o Neglected cases report
o Product based reports
- Business excellence department support
o Complaints final closure by business excellence
- Customer communications by means of SMS
- Automatic task generation for certain complaint types
o Queue based task generation
o Escalation of tasks
- Mid office support
o Remote approvals
o Task assignment to mid office
o Escalation logic for mid office
- Customer letters management
o Customer letter request capture
o Customer letter printout
o Customer letter delivery tracking
• Campaign Management
- Targeting specific customers by target market lists (TML)
- Automatic lead duplicate detection with your customers
- Uploading of customer numbers to form a TML
- Scripting support in campaign activities
- Campaign activity distribution and execution monitoring
- Campaign cost and budget tracking
- Campaign targets and monitoring
- SMS campaign management
o Text message sending
o Ability to accept incoming SMS for campaign response
o Automatically call middleware upon SMS reception
- Campaign response capturing and sales process initiation
- Round robin distribution of campaign activities to team
o Zone affinity
o Branch affinity
o Criteria based distribution: salary, age, segment
- Supported campaign types:
o E-mail
o SMS
- Direct channel
o Internet banking banner
o Web site banner
o E- statement
o ATM
o Media (print, audio, visual)
o Outbound phone calls
- Marketing dashboard
- Activity status report
- Campaign performance report
- Media Effectiveness Report
• Sales Force Automation
- Lead capture process
o Existing customer
o Prospect customer
o Where did you hear us?
o Prefer branch?
o Branch appointment system
- Eligibility calculators during lead capture
o Product policy rules enforced
o Customer demographics based
o TML employer list management
- Lead assignment logic implementation
o Rule engine based
o Telesales
o Direct sales
o Branch
- Sales force automation
o Sales performance dashboard
o Sales performance report
o Daily activity management
o Proposal workflow
o Minutes of meetings application
o Opportunity management process
o Stages and probabilities of opportunities
- Dashboards and MIS reporting
o Sales dashboard
o Sales performance report
o Sales pipeline report
- Sales performance management
o Target management
o Sales dashboard
o Sales performance report
- Order management
o Customer order capturing
o Order tracking
• Customer Master Data Management
- New customer enrollment process
o Client id reservation and management
o Automatic de-duplicate detection
o De-dup rule definitions
o Back end system client generation
- Customer static data update process
o Maker checker approvals on customer update
o Address change
o Mobile number change
o Customer info update audit trail
o Propagation of changes to back end systems
- Systems check
o Central Bank
o Credit Bureau
o AML lists
- Data quality dashboard
- Field data validity and expiration process
• Single Customer View
- Retail
o Alerts for customer
o Pending cases and service requests
o Products and services used with eligibility
o Delinquency levels
o Interaction History
- Corporate
o Limits and utilizations
o Group limits and utilizations
o Accounts (CASA/FD)
o Loans and credits
o POS machines
o Cash flow chart
o Owners chart
o Company profile
o Trade finance portfolio
o Pending cases and service Requests
o Alerts
o Offers
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• Contact Center Module
- Inbound customer service requests
- Disposition / wrap up codes capturing
o Customer satisfaction level
o Media capture – where did you hear about us?
o High level call reasons report
o Media effectiveness report
- Outbound collection calls
- Complaints and generic service requests capturing at the call center (requires complaints module)
- Internet banking customer care
o Limit verification
o Unlock IB account
o Call me back
• Account Origination Module
- Account opening within CRM
o Current accounts
o Savings accounts
o Fixed deposits
- Form printing implementation
o Customer information
o Account opening request
o Joint account form
o Power of attorney form
- Account open manager approval rules
- System checks
o Central bank rating & listing
o Internal black list
o Worldcheck AML list
- Automatic cheque book application
- Automatic debit card application
- Automatic SMS banking subscription
- Joint account linking
- Form management and retrieval
- Form printing from CRM
- Account origination report
- Front office workflow implementation for forms
• Social Media and Online Selling
- Cross selling in internet banking
- Internet lead capture
- Facebook application and integration
- Twitter integration
- New customer acquisition through banner advertising
- Banner tracking
- Online selling reports
- Linked in connector
• Retention, Call Reports and Survey
- Retention processes to customer care business unit
- Contact plan and call reports
o Segment based contact task generation
o Conducting survey during contacts
- SharePoint survey management
- Liability letter application for loans
- Survey preparation
o Customer satisfaction survey
o Branch survey
o Call center survey
o Complaints survey
- Segmentation support
o Segment rule definition
o Segment calculation at certain intervals
o Approval tasks for promotions / demotions
o Segment history change for a contact
• E-Forms Module
- Form services server deployment
- SharePoint form library / CRM integration
- Web based access to e-Forms
- Save and submit support
- Form escalation logic implementation
- Form queue assignment logic
- Paper drop forms module
o InfoPath form integration
o SharePoint form library support
o Custom workflow development
• Retail Inquiries
- Account list
o Current accounts
o Savings accounts
o Term deposit opening
o Loan accounts
o Blocked accounts
o Dormant accounts
o Internal accounts
o Investment accounts and portfolios
o Joint And / OR accounts
- Account transaction history
o search based on dates
o Search on volume
o Search based on txn type
- Account statement PDF, xcel download, fax, e-mail
- Card list
o Credit cards
o Debit cards
o Active, inactive cards
- Card transaction history
- Card statement PDF, Excel download, Fax, E-mail
- Cheque search
o Based on number
o Based on issue date
- Cheque image inquiry
- Loan account list and detail
- Loan payment schedule
- Wealth management portfolio list
- Wealth management portfolio detail
• Retail Transactions
- Maintenance
- Accounts
o Account status update
o Account blocking / unblocking
o Cheque book request
o Stop cheque / Unstop cheque
o Standing instruction management (Add, delete, amend)
o Loan account list and detail
o Loan payment schedule
o Wealth management portfolio list
o Wealth management portfolio detail
o ATM card linking
o ATM card application and activation
o Joint account linking
o Joint account de-linking
- Credit cards
o Card activation
o TPIN / Card PIN / Cash PIN management
o Stop lost card form
o Card payment instruction update form
o Supplementary card application form
o Primary card limit update form
o Supplementary card limit update form
o Early card renewal form
- Subscriptions
o SMS banking subscription
o Phone banking subscription
o Internet banking subscription
o Mobile banking enablement
- Beneficiary management
- Transactions
o Account opening (current, savings)
o Term deposit opening
o Internal transfers (within the same bank)
o Domestic remittances (within the same country)
o International remittances (swift request) (non-STP)
o Std Instructions for remittances
- Bill & tax payments
o Payment to card
o Demand draft / manager’s cheque
- Investment transactions
o Buy / sell funds, fx, other products
• Corporate Inquiries
- Corporate single view
o Group view
o Revenue chart
o Other bank accounts SWIFT integration
Account list
o Current accounts
o Savings accounts
o Term deposits
o Business loan accounts
o Blocked accounts
- Credit facility account list and detail
- Payment schedule
- Limits and utilizations
• Corporate Transactions
- Trade finance initiation
o LG application
o Import / Export LC application
o Documentary collection
o Mid office approvals
- Account opening (current, savings)
- Term deposit opening
- Managers cheque
- Standing instructions management
- Payments requests
- Transfers (Domestic / International)
- Outwards payments (LCY / FCY)
- Cheque clearing
- Clearing unit automation
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