RETAIL BANKING

CHOOSE TRANSFORMATION IN EVERY ASPECT OF YOUR BUSINESS - FROM SALES TO SERVICE TO MARKETING

Unlike earlier, it’s not enough for CRM solutions to operate

in isolation, hoard data that doesn’t provide insight, or rigidly

dictate customer interactions with the enterprise. Empowered

by technology, today’s customers demand superior, faster

& personalized service, customized offerings, and greater

control over their product experience. CRMNEXT empowers

you to do that. And more. All on a cloud native platform.

HOW

Putting the

‘Relationship’back in CRM

Cloud Native Continuous Engagement PlatformSales Management

Marketing Management

Performance Accelerators

Business Process Designers

Customer Service Management

Codeless Configuration Toolbox

Enterprise Integration Engine

• Lead Management• Account Management• Contact Management• Opportunity Management• Offer Management• Multichannel Lead Capture • Assignments And Routing• Alerts & Escalations• Customer Organization Charts• Sales Coach• Cross Sell Management• Tasks & Calendar• Internal Collaboration Engine• Knowledge Management

• Camapign Designer• Template Management• Static & Dynamic Target Lists• Budgets & Expenses• Offer Management • Multi Channel Campaigns• Multi-wave Campaigns

• Catalyst Performance Modeler$

• Autoflow DesignerTM

• Document Management• Target & Forecasting• Team Management• Multiple Team Selling• Deduplication• Multi Level Territory• Process & Workflow Designer• Forms & Layout Designer• Integration Designer• Reports & Dashboards• Mobility• AI Powered Scoring1

• AI Powered Insights1

• Digital Customer Journeys2

• ML & NLP Bots Based Support1

• Lead Capture & Assignments• Campaign ROI Tracking• Conversion Tracking• Reports & Dashboards• Predictive Modelling1

• AI Powered Insights1

• Trinity Cross Sell Modeler$

• Screenflow DesignerTM

• Multi-channel Case Capture• Case Management• Case Routing• Case Escalation• Solutions • Knowledge Management• Templates• Auto-response• CTI Integration

• Custom Fields• Custom Objects• Custom Layouts• Active Cards• Alerts & Escalation Engine • Deduplication• Assignment Rule Engine

• Autonoma Integration™ Engine• Mashup Anywhere

• Training Management• Data Leak Protection• Mobility• Internal Collaboration Engine - Pulse• AI powered Insights1

• Reports & Dashboards• ML & NLP Bots Based Support1

• Digital Customer Journeys2

Social Media Management

• Twitter Integration• Facebook Integration• Linkedin Integration• Lead Capture

• Case Capture• Contact Capture• Response Management• Reports & Dashboards

• Reports & Dashboards Designer• Teams Management• Territory Management• Products Management• Roles Management• User Management

• Web APIs• Messaging Queues

Instead of seeking customers for products, find products for customers.

CRMNEXT delivers dynamic intelligence on the fly for RMs to match

relevant up-sell and cross-sell opportunities with customer needs and

boost loyalty with profitability.

and AI into Faster SalesBlend the Power of Simplicity

Faster Sales Cycle with Lead ScoringCRMNEXT delivers with an end to end digital journey for faster processing of leads, captured from multiple sources including website, email, branch visits etc. The platform automatically scores leads based on multiple predefined or customizable parameters for sales teams to prioritize actions. Leads are auto assigned/routed with intelligent rules based on skills set and expertise. Relationship Managers can also manually capture leads and conduct seamless prospecting with context-based coaching tips and action points at every lead stage to increase closure rates. Sales teams and relationship managers are now able to instantly access prospect intelligence at point of interaction.

Guided Cross Sell with Personalized Offers and PlaybooksCRMNEXT displays personalized offers and insights with respect to customer profile through algorithm techniques like frequency scoring, whitespace analysis with Trinity Cross Sell ModelerTM and utilizes guided call scripts and playbooks to increase the probability of conversions. Real time alerts from various systems integrated to provide event based triggering such as large deposits, channel usage, etc laid the foundation for building a meaningful relationship.

Usability powered by Artificial IntelligenceCRMNEXT brings the power of AI to the palm of your hand with DATANEXT. Use machine learning, natural language processing, natural language generation, image detection, virtual assistants, deep neural networks and other AI technologies to improve engagement and sales decisions. Now your daily task are more productive with with real time insights and AI based nudges to achieve your targets.

Customers value personalized and value enhancing service more than anything else.90%

An incredibly simple and intuitive user interface, best-in-class user

experience, an ability to deliver Anything, Anytime, Anywhere

(AAA Class), a no-training-required solution, and profitable customer

interactions are just some of the things that CRMNEXT offers. Instead

of being a drag on performance and an unwieldy cost center like

some other ‘solutions’, CRMNEXT comes with the potential to extend

customer service into a profit center!

Contact Center to

Trusted Brand

Intelligence Driven Customer 3600

CRMNEXT builts immensely rich customer profiles with real time display of product holdings and transactions, interaction, engagement analysis and real time customer intelligence for superior product targeting, service that created enduring profitable relationships.Ready connectors available for integration with third-party sources delivers ready-to-use, verified profile information.

Integrated Service DeskUnify voice and digital touchpoints. Proactively respond to customers at a personal level and eliminate a one-size-fits-all approach. Connect and engage customers on synchronous and asynchronous channels such as Live chat, video chat, co-browsing, voice, chatbot/virtual customer assistant, conversational interfaces, AR/VR/immersive, Email, SMS, messaging, social care, external communities with mobile app support.

High First Contact ResolutionsCRMNEXT users can deliver correct resolution to customer issues with solution suggestions at the first contact itself. A centralized platform for all information including product holdings, data from multiple systems, interactions, past cases, solutions etc generates a holistic treasure trove of customer information. Seamless integration with DMS (Document Management System) guides agents to the right service collateral.

Offer Omni-Channel ContinuityProtect experience context when customers switch channels, be it self-service, web, social, chat or mobile. Be with customers as they switch between proactive outbound communication and inbound service queries. Transition seamlessly from mobile and IVR self-service to agent-assisted conversations.

Customers relate faster and accurate First Touch Resolutions as #1 criteria for brand referrals.

90%

Marketing leaders understand the importance of personalization, speed and

timing of omnichannel campaigns for attracting and retaining customers.

CRMNEXT brings to your finger click a campaign designer, an out of the box

visual tool to personalize, automate and execute omnichannel campaigns. It

provides a single interface for complex campaign logic, segmenting customer

data and implementing campaigns like sending emails, flyers, newsletters,

event invitations etc. In an age where brands across industries are battling

each other for mindshare, it becomes critical for you to execute laser-

targeted, high-impact and insight-driven campaigns along with personalized

messaging across all touch points. Set your cross channel messaging in a

unified direction with CRMNEXT.

Execute Faster Go toMarket Strategies withPersonalized Campaigns

Right transactional messaging at the right momentCRMNEXT empowers you to create and deploy real time transactional messaging immediately in response to any event or customer action.

Make customer profiles richerDrill down segmentation to a single customer with profile enrichment through seamless multi system integration with Autonoma IntegrationTM.

Intelligently build personalized emails without HTML codingCreate compelling tailored content for each customer through codeless drag and drop structure. Define personalization, add title, links and backgrounds etc. Plan and set custom delivery schedule.

Target multi-lingual, multi-regional audience in a single workflowUse multilingual delivery to engage customers in any language without creating different delivery workflows for every lingual variant of the same message. Automatically segment and target customers in their preferred language.

Avoid contact fatigue by optimizing communication scheduleCurb email marketing fatigue by creating limits for individuals and applying them to delivery workflows across channels. Extract and share insights. CRMNEXT provides powerful dynamic reporting with visually rich dashboards with deep drilled down reports on campaigns. Customize reports and automate stakeholder reporting on a one time or recurring basis.

Segmented campaigns see higher conversion rates that non segmented campaigns.

30%

Customersegmentation

and target lists

Campaigndesigner

Campaignexecution

Content management

Campaignanalysis

• Dynamic target list• Static target list• Segment to the power of one

• Omni-channel flow designer• Template management• Multiwave campaigns

• Omnichannel execution• Lead scoring• Response management

• Smart words powered by AI• Centralized Library

• Budget and expenses• ROI analysis• Reports & Dashboards

Key Functionalities

Testimonials

Rajesh Wagh - Vice President (IT)HDFC BANK

We believe in CRMNEXT. With over 1,00,000+ users & 4,500+ branches & multiple integration points, it was hard for any system to match our expectations. We have enjoyed 99.9% uptime availability & seamless scalability. It just seems perfect.

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“Sanjay Gupta, President & Business Head – IT, Kotak Mahindra Bank

The challenges posed by a dynamic business environment has necessitated that we constantly innovate and upgrade ourselves to make banking seamless for our customers. CRMNEXT platform is a strategic investment, enabling us to deploy smart, intelligent journeys resulting in faster fulfillment and go to market for our new products and services and lower cost of sales. It has boosted our capabilities to deliver superlative customer experience and further strengthen customer loyalty.

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Samrat Das - CIO, TATA AIA

TATA AIA as a brand stands for trust. We are ensuring customers enjoy the highest level of convenience at all touch-points. It has helped us to integrate, refine and adopt processes, diversify offerings and provide a single platform with a powerful 360 view. It has definitely helped us in our journey to become more customer driven.

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Eric Vas, President, Motorcycle BusinessBajaj Auto Finance

The platform offers high flexibility, scalability options and automated end to end loan origination process.

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Soumitra Sen - Head - Consumer Banking, Indusind Bank

We are delighted to integrate our banking systems with the CRMNEXT platform which will help automate and personalize processes, so that we can focus on meeting the unique needs of every customer and be even more strongly able to deliver stellar user experiences across the board.

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Avinash - Sr. Vice President ITAXIS Bank

ACIDAES has helped us to bring our critical 40,000+ people involved in acquiring and managing customers on a common platform. Despite all the complexities of our retail and corporate operations, its unique Catalyst Performance Modeller has helped us to create an agile and effective system to manage sales performance on a daily basis. It was difficult to find a solution which can give scalability with reliability while keeping costs under control. It has proven to be a perfect partner in helping us create a flexible strategy execution platform we always wanted.

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Ittira Davis - COO & Head of Transition, Ujjivan Financial Services Ltd.

As we get set to launch our banking operations, customer engagement and satisfaction is our top priority. And we wanted to take-off quickly. We chose CRMNEXT’s Assisted Bank-in-a-Box solution because of synergies in the product’s offerings and our vision. Ujjivan will be focusing highly on mobility solutions and will implement mobile technology using mobiles and handheld devices to reach the rural customers.

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We Deliver Success

Improvement inService Quality

Reduction in average service turnaround time

Increase inFirst time resolution rates

Increase inNet Promoters Score

Branch cases are enabled for straight through processing for instant fulfilment

Improvement inStraight-through-processing

Improvement inCustomer Loyalty Index

Improvement in First Touch Resolutions

Improvement in Service TAT

52% 90% 250%

42% 50% 80%

86% 85% 70%

Working With Thought Leaders Globally

Contact: sales@crmnext.com

www.crmnext.com | B highimpactcrm.com | L @crmnext

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