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Customer Relationship Management Capability
CRM Key OEM Experience
CRM Key Clientele Experience
CRM-Process Coverage
Customer Module
Products
Common Modules
Reports
•Customer 360Ëš
• Customer Profile
• RM Mapping
• Account Information from Core Banking System
• Loan details from LOS System
• Limit information from Limit Management System
• Leads
• Service Requests
• Complaints against the Customer
• Campaigns
• Offers
• Services Offered
• Activities
• Attachments
• Call Notes
• Current & Savings Account
• NRE & NRO Account
• Fixed & Recurring Deposits
• Home Loan
• Personal Loan
• Vehicle Loan
• Credit Card
• Life Insurance
• General Insurance
• Motor Insurance
• Travel Insurance
• Health Insurance
• Gold & Forex
• Mutual Funds
• TASC, ETRG & BLG
• Activity Management
• Campaign Management
• Event Management
• Alerts & Escalation
• Customer Communication
• Demand Funnel
• Target Planning & Achievements
• Integration
• Summary page
• Lead Reports
Service Request Reports
• Complaint Reports
• Campaign Reports
• Event Reports
• Target Achievement Reports
• Activity Reports
• User Session Reports
Lead Management
• Lead Workflow
• Prospect Workflow
• Employee Referral Leads
• Activities
• Attachments
• Views
• Lead Import
• Lead Upload
• CTI Integration
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Service Request
•Service Request workflow
•Complaints workflow
•SLA Management
•Integration for Initiation
•Integration for Fulfilment
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CRM Case Studies
Case Study CRM Next
About
It is the third largest bank in India in terms of assets. It offers a wide range of banking products and financial services for corporate and retail customers through a variety of delivery channels, including a pan-India network of branches, ATMs, phone banking, net banking and mobile banking.
Functional testing of the Retail and Corporate CRM for PAN India Go-Live and further product upgrade regression testing, including change requests deployed over a span of 3 years.
Project Scope
Challenges
• Scattered Requirements. Bank requirements were captured across multiple documents for individual business units.
• Change Requests across 3 years had an overlapping impact on the functionality which were not documented as an updated workflow.
• Short deliveries, not all functionalities were delivered as per plan resulting in too many rounds of iterative execution.
Solution
•Prepared detailed RTM mapping all requirement to test scenarios and further test cases.
•Prepared impact analysis across change requests, modified existing scenarios and test cases to reflect the updated workflow with a mapping of applicable change requests and change requests no longer void.
Benefits/Results
•Requirement tracking per se delivered and not delivered items were tracked with ease and release on release delivery was streamlined
•Designed functional test packs & Regression suites creation with Re-usability of test cases
•Exhaustive coverage of all impacted area using Business Reports for decision making to decide functionalities for Go-Live
•All Integration point with various host systems are covered
•Smoother releases with lesser testing time
