Final CRM Presentation

CUSTOMER RELATIONSHIP MANAGEMENT

GROUP MEMBERS

Asif Zaheer (Reviewer) M. Farhan (Concept Writer)

Ali Naseer (Software & Information Provider)

Organization : K A S B - Banking

TABLE OF CONTENT Acknowledgement About KASB Bank Why Need CRM KASB CRM Types of CRM Operational CRM Analytical CRM Collaborative CRM Pitfalls of KASB CRM Suggestion and Recommendation

CRM - KASB

ACKNOWLEDGMENT

CRM - KASB

This project turnout to be great achievement for our group because the theme of this project was well taught by the our beloved and respected teacher Mr. Zid uddin. His continuous guidance and support brought on this level to asses and develop this presentation and research.

Further, the corporate CRM manager and Country Director for Foreign relation also given us the liberty to explore their system and allow to understand the processes for learning.

Our group have distrubted the task for the completion of the product and by proactive effort and hardwork we reaches to a good end result in form of presentation, so Good luck to our Group.

WHY CRM NEED? KASB has grown on very fast pace and it is not

possible to cater all the customer on de-centralised location.

Multiple product launch on ongoing basis.

To understand the customer feedback.

To Develop and enhance the strategy for future business.

To building blocks and create barrier to avoid customers diversion.

Learn and correct the mistake about the product.

CRM - KASB

KASB CRM – ERP SYSTEM CRM - KASB

Future

FutureFuture

KASB CRM – FLOWCRM - KASB

KASB CRM – CRM’SCRM - KASB

There are 2 types of customer in the banking for CRM setup;

a) Customers who comes at the different branches or location for their routine problems or solutions.

Name : ( Branch Banking)

b) Customer who calls for any specific problem or product related issues.

Name : (E – Banking thru Call Centre)

Centralized Complaint Management Process – Branch BankingC

once

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complaint will be registered in CRM system using the correct work code & communicate the

complaint # to customer for reference

Customer visits or submits letter to branch/

other segment to register complaint

Branch resolves & registers the complaint on the CRM System

using the correct work code marking it as “Resolved” then it

will route to IMPRU for closure the same on CRM

IMPR receives the email from concerned segment and reviews

resolution

Branch/other segment will review

the complaint

*** IMPRU will forward the complaint details to concerned

segment for resolution

IMPRU will dispatch an acknowledgment letter to the

customer

If OK

If not OK

The resolution will be communicated to the customer

via recorded line or letter & mark the complaint as

“CLOSED” on the system

Further Qurey is required

Closed

* All letters received by the management will be marked to the CC Admin for registration.* All letters received by SBP / BM will be forwarded to CC Admin for registration. Service & Quality / Compliance will manage these on case to case basis** Complaints will be parked in the respective segments whose tagging has been done against work codes. *** For those segments whose tagging has not been done against work codes.

If quick kill

If not

Concerned Segment will investigate and respond via

email to IMPR on the resolution / action taken

** The complaint will be diverted in IMPR bucket

CRM - KASB

E-Form Process – Branch Banking

Bra

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Ca

ll C

en

tre

Cu

sto

me

r Customer calls KASB Connect to place a request

CRO/CRM in the branch will view, take a print out and hand over

to concerned staff to execute the request

Online banker will verify the customer and generate the requested e-form

Concerned branch staff will execute the transaction

The service requested will be delivered to the

customer

End

The e-form will be delivered to Branch’s bucket

CRM - KASB

PROCESS OF CRM (BRANCH BANKING) Complaint Receiving: Customer’s Name Customer’s CNIC Number Customer’s contact Number Account Number Complaint Registration: Branch will register the

complaint on CRM system and provide complaint registration number to the customer. The complaint will be routed in IMPRU bucket

Complaint Acknowledgement

CRM - KASB

PROCESS OF CRM (BRANCH BANKING) Complaint Investigation: Concerned segment / branch will investigate

the complaint. Complaint Follow-up: IMPRU will keep a follow-up of the complaint

with concerned branch /segment according to the complaint escalation matrix

Complaint Resolution: Concerned branch /segment will resolve the complaint within ‘Turn Around Time’ for that particular complaint and intimate.

Complaint Closing: After resolution received from the concerned segment/branch IMPRU will communicate to the customer via resolution recorded call / letter and update on CRM with a copy marked to the branch/segment.

Complaint Filing: IMPRU will maintain the complete record of each complaint with follow-up emails and supporting documents

CRM - KASB

PROCESS OF CRM (E-BANKING)

Viewing of Customer Portfolio

Addition of the New Customer Viewing of E-forms Complaint Registration and Searching Options Leads Generation Later in this document we will walk through all options that

will be provided to Branch Banking segment and techniques to use the system in the most efficient manner.

CRM - KASB

BUSINESS STRATEGY - CRM

Operation

al

•Branch Banking•E-Banking

Analytical

•MIS Reform•Report and Various Analysis

Collaborative

•Feedback and Performance Management

•Strategy Review

CRM

OPERATIONAL CRM

Determined to offer customers a more flexible, personalised service, Pakistan’s KASB Bank deployed Microsoft Dynamics® CRM 4.0 business management software. Microsoft® Gold Certified Partner Maison Consulting & Solutions customised the technology to streamline collections management and integrate it with call centre systems. The bank’s customers now benefit from a faster, more efficient service.

MAIN SCREEN:FOLLOWING MAIN SCREEN WILL BE OPEN AFTER ENTERING ID AND PASSWORD.

OPERATIONAL CRM Continue……

CRM - KASBThe below screen will appear containing the following fields to add customer’s details to create the new profile:

•Computerized NIC Number•City•Mobile Number•Telephone Numbare


CRM - KASBViewing E-FormsE-Forms will be generated by the Online Banker in KASB Connect and assign to the concern person of the respective branch


CRM - KASBClick on required E-Form in the field to view the details. The new screen of customer’s request will be open as shown above


CRM - KASBFor Viewing Complaint Status:A new screen will be appear,


COMPLAIN CLOSURE

COMPLAIN CLOSURE IN SYSTEM

ACTIVITY (E-BANKING)

S. No. Activity Definition Ownership TAT

1 Request Customer placed request at Call Centre - 00:00

2 Verification & Generating E-Form

Online Banker will verify the customer and requested generate E-Form (TAT will be start after

generating the E-Form)Call Centre 15mins

3 Review Dedicated officer in the branch will review and hand over the print out to the concerned officer Branch 15mins

4 Execution of Request Concerned officer will execute the request Branch 15mins

5 Delivery Concerned officer will delivered the services requested to the customer upon his arrival Branch -

Overall TAT The overall TAT for the execution of request through E-Form will be 45mins ALL 45mins

CRM - KASB


ACTIVITY (BRANCH BANKING)

S. No. Activity Definition Ownership TAT

1 Receipt of Complaint Complaint received in Branch from any source Any Source* -

2 Complaint Registration Branch will register the complaint and assign a complaint number Branch Day 1

3 Routing of Complaint Complaint will be routed to IMPRU for investigation - Day 1

4 Acknowledgement of complaintIMPRU will review the complaint and send an acknowledgement letter to the

customerIMPRU Day 1

5 Investigation of complaint IMPRU will forward the complaint to the concerned department for resolution IMPRU Day 1

6 **Resolution process of complaintConcerned Dept will investigate the complaint and revert back to IMPRU with

resolutionConcerned Dept

Day

1 - 3

7 Communication to the CustomerThe resolution is communicated to the customer/branch/segment via

phone/letter/email by IMPRUIMPRU Day 3

8 Complaint Closing IMPRU will mark the status as closed in CRM IMPRU Day 3

Overall TATThe overall TAT for complaint handling will be 3 working days (72

hours)**ALL

3 Days

(72 hours)

CRM - KASB


ANALYTICAL CRM

CRM - KASB

MIS – DATA RECORD IN RAW FORM

Complaint No Initiated Date Rsolution Date Customer Name CNIC # Complaint Type Complaints Detail Resolution Comments

010720110002 01-Jul-11 01-Jul-11 MUHAMMAD ALI 4410302245059 ATM PAN not generated

R/Sir,

Kindly generate visa debit card of Muhammad Ali.

ATM CARD STATUS

S.NO DATE CUSTOMER NAME CNIC ACCOUNT NUMBER

1 30-06-2011 Muhammad Ali 44103-0224505-9 0045-599475-001

Thanks & Regards,

Shazia Rajput

CRO / OG III

KASB Bank Limited

M.A Jinnah Road

Mirpurkhas

E.mail Address : [email protected]

PABX: 0233-874630-

PAN GENERATED AND CARD WILL BE DISPATCHED BY EOD, AT CM BRANCH ADDRESS.

010720110007 01-Jul-11 02-Jul-11 AZRA SULTAN 3740506109462Account debited but cash not disbursed-

KASBATM LOCATION: MALL ROAD SADDAR RAWALPINDI BRANCH … AMOUNT: 3000 DATE: 26/06/2011

TIME: 12:56 PM A/C # 0008-536671-011Complain already logde for below mention complain no

010720110006

CRM - KASB

ANALYTICAL CRM Continue……

CONVERSION THRU OLAP

CRM - KASB


ATM Transaction

Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11135000

140000

145000

150000

155000

160000

165000

154133

144609

153825

149280

153186 153784

145111

162514ATM Transactions

Remote Banking (Revenue)

Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-110.000

0.200

0.400

0.600

0.800

1.000

1.200

0.9170.844

0.977

0.659

0.759 0.763 0.809 0.801

Remote Banking Revenue (Rs.'000)

CRM - KASB


Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-110%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

89%

83%

92% 87% 84% 87% 84% 79%90%

86%

86% 80% 78% 80% 76% 74%

Uptime 9 AM to 9 PM Uptime 9 PM to 9 AM

Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-110

200

400

600

800

1000

1200

1400

1600

1800

2000

1782

1492 1470

1421

1551

1322

1332

Card Embossing

ATM UP TIME

Card Embossing

CRM - KASB


Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-110%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

89%

83%

92% 87% 84% 87% 84% 79%90%

86%

86% 80% 78% 80% 76% 74%

Uptime 9 AM to 9 PM Uptime 9 PM to 9 AM

Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-110

200

400

600

800

1000

1200

1400

1600

1800

2000

1782

1492 1470

1421

1551

1322

1332

Card Embossing

ATM UP TIME

Card Embossing

CRM - KASB



5000

10000

15000

20000

25000

30000

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

23183

20024

22163

25038 25285

20113

2705520741

85% 79%

71%

77%85%

85%

72%

29%

Calls Service Level

Call Center Performance CRM - KASB



200

400

600

800

1000

1200

78%

80%

82%

84%

86%

88%

90%

92%

94%

96%

98%

490 536

566

623

815756

981749

85%

91%

96%

94%

96%

97%

90%

95%

Complaints % of Complaints Resolved

ComplaintsCRM - KASB


COLLABORATIVE CRM

CRM - KASB

KASB REMOTE BANKING MIS PACK 2011

REMOTE BANKING MIS PACK 2011

Main Menu

IMPRU

VISA POS

KASB One Phone Banking

Centralized Embossing Unit

ATM Transactions

Yearly Comparison

Graphical illustration

Remote Banking Income

CRM - KASB

COLLOBORATIVE CRM Continue……

ATM TRANSACTIONS

ATM Operations Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 YTD 2011

KASB Customers

Financial Transactions 41,753 40,604 46,742 45,367 43,468 43,362 40,759 43,451 345,506

Non Financial Transactions 11,011 10,278 12,024 11,765 11,417 10,776 10,628 12,851 90,750

Transactions (KASB customers) 52,764 50,882 58,766 57,132 54,885 54,138 51,387 56,302 436,256

1-Link/Mnet Customers

Financial Transactions 81,539 75,570 75,493 73,301 79,024 80,087 75,361 82,115 622,490

Non Financial Transactions 19,830 18,157 19,566 18,847 19,277 19,559 18,363 24,097 157,696

Transactions (1-link/Mnet customers) 101,369 93,727 95,059 92,148 98,301 99,646 93,724 106,212 780,186

Total Transactions 154,133 144,609 153,825 149,280 153,186 153,784 145,111 162,514 1,216,442

Average transaction per day 4,972 5,165 4,962 4,976 4,941 5,126 4,681 5,242 5,008

Increase %age - -6.18% 6.37% -2.95% 2.62% 0.39% -5.64% 11.99% -

Volume of Cash disbursement / Funds Transfer(million rupees) 857 797 918 896 901 884 854 946 7,054

ATM up time

Uptime 9 AM to 9 PM 89% 90% 92% 87% 84% 87% 84% 79% 87%

Uptime 9 PM to 9 AM 83% 86% 86% 80% 78% 80% 76% 74% 81%

Average ATM Uptime 86% 88% 89% 84% 81% 84% 80% 76% 84%

CRM - KASB


Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 YTD 2011

Revenue generated CEU (Million Rs.) 0.016 0.018 0.020 0.018 0.029 0.026 0.028 0.023 0.178

Revenue generated POS (Million Rs.) 0.501 0.438 0.465 0.171 0.203 0.207 0.297 0.227 2.509

Revenue generated ATM (Million Rs.) 0.572 0.541 0.579 0.550 0.566 0.569 0.547 0.592 4.514

IBFT Revenue genarted (Million Rs.) 0.080 0.073 0.096 0.043 0.100 0.102 0.085 0.106 0.686

FED on INCOME (Million Rs.) 0.184 0.168 0.182 0.122 0.139 0.140 0.149 0.148 1.233

NET INCOME (Remote Banking Divison) 0.984 0.902 0.977 0.659 0.759 0.763 0.809 0.801 6.654

REMOTE BANKING INCOME

CRM - KASB


KASB ONE PHONE BANKING

Call Center Performance Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 YTD 2011

Total Trunk Calls 23183 20024 22163 25038 25285 20113 27055 20741 183602

Total Calls landed 9864 9468 10216 10151 9359 8785 10462 10675 78980

Calls answered by OBs 9205 8689 9106 9200 8754 8233 9106 6128 68421

Average Speed of Answer - Obs (in sec) 0.17 0.20 0.28 0.22 0.18 0.17 0.28 1.37 0.36

Service Level Achieved 85% 79% 71% 77% 85% 85% 72% 29% 73%

% of Abandoned Calls 5% 7% 9% 7% 4% 5% 11% 40% 11%

ATM Card Activation / Blockage 2439 1709 3795 2390 1646 1769 1677 1686 17111

Address Change 790 744 655 607 580 579 514 422 4891

ATM Replacement, Delivery & Linking 278 284 253 281 336 304 307 277 2320

Pay Orders/ Demand Draft 11 29 65 38 39 72 43 47 344

Stop Payments 125 63 51 100 88 40 84 69 620

Cheque Book 18 19 12 27 31 30 27 27 191

Balance / Reference Certificate 2 1 - 3 3 - - - 9

Statement Requests 3 5 2 7 7 5 5 6 40

E-Statements & Fax Statements 46 51 63 68 77 93 75 62 535

Funds Transfer & Asaan Payments 62 175 152 119 119 118 128 85 958

Utility Bill Payments 140 175 173 196 173 261 205 167 1490

Volume of Funds Transfer(million rupees) 3.44 7.45 3.42 3.23 5.51 4.62 7.60 3.22 38.50

Volume of Utility Bill Payment(million rupees) 0.19 0.24 0.18 0.34 0.29 0.77 0.45 2.57 5.03

CRM - KASB


KASB ONE PHONE BANKING

IMPRU Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 YTD 2011

Branch Banking 114 90 110 76 106 101 141 138 876

Debit Card 259 235 306 366 449 398 497 364 2874

Unecured 31 94 40 39 74 78 55 180 591

Secured 2 2 5 4 4 1 1 4 23

Misc. 84 115 105 138 182 178 287 63 1152

Complaints (total) 490 536 566 623 815 756 981 749 5516

Resolved Complaints 420 488 541 586 780 731 882 711 5139

Escalations 16 13 14 11 20 16 97 28 215

Un-resolved Complaints 54 30 11 26 15 9 2 10 157

% of Complaints Resolved 85.71% 91.04% 95.58% 94.06% 95.71% 96.69% 89.91% 94.93% 92.95%

CRM - KASB


VISA POS

VISA POS Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 YTD 2011

Local Transactions

POS Local Transactions3238 3166 3723 3811 4294 4145 4277 4245 30899

Local Transactions (Volume in Million PKR)7.52 7.67 9.65 8.93 10.39 10.43 12.11 12.13 78.84

International Transactions

POS & ATM International Transactions163 130 179 157 180 214 315 195 1533

InternationalTransactions (Volume in Million PKR)

1.71 1.32 3.19 2.94 3.05 3.46 5.57 3.12 21.24

Revenue POS

Revenue generated POS (Million Rs.)0.50 0.44 0.46 0.17 0.20 0.21 0.30 0.23 2.81

FED on INCOME (Million Rs.)0.08 0.07 0.07 0.03 0.03 0.03 0.05 0.04 0.40

NET Revenue POS (Million Rs.) 0.42 0.37 0.39 0.14 0.17 0.17 0.25 0.19 2.40

CRM - KASB


Centralized Embossing Unit

CEU Jan-11 Feb-11 Mar-11 Apr-11 May-11 Jun-11 Jul-11 Aug-11 YTD 2011

Card Embossing

New Card generated (VISA) 1659 1367 1335 1289 1361 1148 1160 1118 10437

Card Replacement (VISA) 123 125 135 132 190 174 172 145 1196

Total 1782 1492 1470 1421 1551 1322 1332 1263 11633

Revenue CEU

Revenue generated CEU (Million Rs.)

0.016 0.018 0.020 0.018 0.029 0.026 0.028 0.023 0.178

CRM - KASB


REMOTE BANKING (Yearly Overview)Remote Banking (Overview) Y 2008 Y 2009 Y 2010 Y 2011

KASB Customers

Financial Transactions 105,264 305401 422,470 345,506

Non Financial Transactions 33,246 91087 115,262 90,750

Transactions (KASB customers) 138,510 396,488 537,732 436,256

1-Link/Mnet Customers

Financial Transactions 180,081 575068 891,298 622,490

Non Financial Transactions 40,661 128147 208,212 157,696

Transactions (1-link/Mnet customers) 220,742 703,215 1,099,510 780,186

Total Transactions 359,252 1,099,703 1,637,242 1,216,442

Average transaction per day 1,996 3,009 4,489 5,008

Increase %age 206% 49% -26%

Volume of Cash disbursement / Funds Transfer(million rupees) 1,244 4,494 8,673 7,054

Remote Banking Division (INCOME)

Revenue generated ATM (Million Rs.) 1.11 4.19 6.59 4.514

Revenue generated POS (Million Rs.) - - 0.48 2.806

Revenue generated CEU (Million Rs.) - - - 0.178

IBFT Revenue genarted (Million Rs.) - - 0.25 0.686

FED on INCOME (Million Rs.) - - - 1.233

NET INCOME (Remote Banking Divison) 1.11 4.19 7.32 6.951

ATM up time

Uptime 9 AM to 9 PM - 89% 91% 87%

Uptime 9 PM to 9 AM - 86% 86% 81%

Average ATM Uptime - 88% 89% 84%

VISA POS

Local Transactions

POS Local Transactions - - 19254 30899

Local Transactions (Volume in Million PKR) - - 44.18 78.84

International Transactions

POS & ATM International Transactions - - 401 1533

InternationalTransactions (Volume in Million PKR) - - 4.61 21.24

Revenue POS

Revenue generated POS (Million Rs.) - - 0.48 2.81

Call Center Performance

Total Trunk Calls 226,699 151,535 329,358 183,602

Total Calls landed 141,825 74,782 129,697 78,980

Calls answered by OBs 136,137 69,929 116,053 68,421

Average Speed of Answer - Obs (in sec) 0.08 0.10 0.22 0.36

Service Level Achieved 92% 88% 76% 73%

% of Abandoned Calls 4.00% 3.50% 9.69% 10.89%

ATM Card Activation / Blockage - 11,456 30,561 17,111

Address Change - 1,180 2,797 4,891

ATM Replacement, Delivery & Linking - 2,013 3,929 2,320

Pay Orders/ Demand Draft - 69 328 344

Stop Payments - 59 599 620

Cheque Book - 42 204 191

Balance / Reference Certificate - - 6 9

Statement Requests - 23 79 40

E-Statements - 234 387 535

Funds Transfer & Asaan Payments - 206 867 958

Utility Bill Payments - 362 1,237 1,490

Volume of Funds Transfer(million rupees) - 6.38 32.89 38.50

Volume of Utility Bill Payment(million rupees) - 0.34 5.84 5.03

Card Embossing Unit

New Card generated (Debit Card) New Card generated (Debit Cards) 5381 14315 1284 -

New Card generated (VISA One) New Card generated (VISA ONE) - - 30014 10437

Replacement Replacement - - 1717 1196

Total 5381 14315 33015 11633

IMPRU

Total Complaints - 5019 6902 5516

CRM - KASB


CRM - KASB

Benefits of Existing CRM

Today, KASB Bank employees can respond to customer needs quickly and provide a more personalised service. Waqar A. Khan, Group Executive Operations and Technology, KASB Bank, says: “CRM is the prime focus of this bank. Microsoft Dynamics CRM ensures that the entire KASB Bank team can achieve excellence in managing customer relationships.”

•Customer needs are met quickly. Customers can carry out most of their financial transactions over the telephone instead of having to come into the branch. Queries can be dealt with faster and more efficiently in one call, by one advisor. •Bank minimises risk. The solution flags behaviours that put customers at risk, such as late loan payments, giving employees time to take proactive steps to minimise problems. “The Microsoft Dynamics CRM module for collections management has worked so well, we’re applying it to all other group companies, such as the bonds and securities divisions, and in other areas such as operations and card production,” says Habib. •Employees can increase targeted selling. With a clear view of customer history at their fingertips, customer relationship officers use relevant data for targeted cross-selling of more sophisticated products, helping the bank to increase revenues. Tabish Sabah, Enterprise Partner Group Lead, Microsoft, says: “Microsoft Dynamics CRM supports KASB Bank in the promotion of its services. Using this technology, bank employees can make a true impact on the market.” •Bank retains valuable customers. “Using Microsoft Dynamics CRM, employees can identify the bank’s most profitable customers and implement effective retention strategies such as building a better understanding of their portfolios,” says Saeed. •Employees work more efficiently. Automated call systems help to relieve pressure from employees, meaning the bank can take on a greater number of customers without employing additional call centre staff. In some cases, employees can be redeployed to other areas of the business.

PITFALLS OF KASB CRM

CRM - KASB

PITFALLS OF KASB CRM

Like all other things, CRM systems also have few shortcomings that they need to overcome. The technology is still new and has lots of areas of improvement.

Customer Dissatisfaction They term CRM as "technology that delays" or "stops service". For instance, lots of them

find automated voice systems (or Interactive Voice Response) as a big headache and look for companies which have eased its use.

Authenticity of Remotely Hosted CRM Services Lots of businesses these days tend to contract out CRM. At times, cost becomes the driving

factor in outsourcing CRM systems and not the vendor reputation. In such scenarios, it's possible that the CRM service provider can disappear overnight, along with all official records. It is also possible that information kept with the service provider might get used for other purposes.

Improper Vision For Tomorrow's Needs Bottom line is that salespeople are only interested in things that help them sell more now. A sales representative's only resource is time; their most important goal is meeting quota or

budget for this month, quarter, or year. Training Sales Staff As the CRM is still evolving, businesses are required to devote enough time and revenue in

training sales personnel. The workforce should be able to judge how to use the stored data in best possible manner.

If they don't use it (or the information they do put in is out of date, inaccurate, or spotty) then they can be of little value to the company who "rolls up" all this "junk data". Inept call center employees can further worsen the situation.

In a nutshell, bad CRM is sometimes worse than no CRM at all.

CRM - KASB

SUGGESTION / RECOMMENDATION

CRM - KASB

SUGGESTION AND RECOMMENDATION

Focus of Technology Advancement and Train Staff accordingly Leaving Customers Feedback is more important then existing

which can lead to opportunity to enhance your services. Loyalty now a days are attractive to all customers but this

should comes by thru “Our Product” not from the campaign or just words.

Give Customers more flexibility to record their complaints instead keeping on wait on phone lines.

Bad Feedback better than no feedback so all those customers whose feedback are waiting must be taken on board for comments.

CRM - KASB

THANK YOU

Documents

Final CRM Presentation