enliven CEM®

ANALYTICS DRIVEN ACTIONABILITY FOR BANKS

R A M Y A M I N T E L L I G E N C E L A B 2

CEM practice is the buzz word in banking industry now. In Urban areas, there is no unbanked customer/area, so Banks have to focus on getting more from existing customers,

Hence the bottom-line is providing existing customers with a better customer experience, understanding customer

experience, and managing customer experience better.

Also, preserving and increasing penetration from existing customers is better, cheaper and more beneficial than targeting new customers/new areas.

Majority of the Banks have already

Identified that Managing the Customers’ Experience is vital in this economic down turn

Created CEM departments for starting CEM practices

Currently routing the CEM programs through Contact Centers

Have budgets for starting CEM programs across Lines of Businesses

Started offering enhanced User Experience through online/mobile presence

Started investing in Personalized in-bank experience through Digital Concierges replacing the traditional banking

setup

CEM in Banking

R A M Y A M I N T E L L I G E N C E L A B 3

CEM IN PRACTICE – THE PROBLEM

• Customers are segmented - age group, income group etc., and no individual attention

• Still ‘offering the experience’ is seen from business perspective and not exactly from the customer’s point

• Minimal integration across lines of businesses to view the customer as a single person

• Surveys (Samples and feedbacks) may not be honest or ignored

Some organizations are using Business Intelligence (BI) Tools which provide statistics relevant to business but cannot provide insight on Customer Experiences

BRIDGE THE GAP BETWEEN IT AND BIG DATA

Enliven CEM presents a Value-Driven Approach to Customer Experience Improvement

1. Enliven is a complete customer experience management solution providing the “Big Picture” of a customer with closed loop end to end analytics and actionability.

2. Focuses on the key areas like Customer Acquisition, Customer Retention and Customer life cycle management across multiple channels of the business.

In contrast to other business intelligence applications that provide only reporting, or only dashboards, or require an intermediate data access layer, Enliven's business intelligence system includes analytics software and sophisticated reporting capabilities plus direct access to varied data source

• End-to-End Customer Engagement

• Real Time Personalized Experience- Differentiator

• Reducing Costs of New Customer –Acquisition

• Integrate Channels

• Retain Customers

• Brand Advocacy

• Increase Cross – Sell Rates

CEM IN PRACTICE – THE FUTURE

F i l l i n g t h e G a p - e n l ive n C E M

R A M Y A M I N T E L L I G E N C E L A B 4

e n l ive n C E M C A PA B I L I T Y

Configurability

• Business logic can be configured

• Variety of Mathematical or statistical models

can be incorporated

• Single foot print solution from acquisition of

data to delivering actions

Product Scaling

• Millions of customers & their transactions

• Integration with disparate data sources

360 Degree view

• Identifying Unique Customer across Applications

• Issue Resolution

• Product Recommendation

• Effective Campaigning

• Can work at Contact Center or Branches

Big Data Views

• Intelligent and Analytical Graphical views

digressing from traditional reports

• What if Analysis & Trending for actionability

R A M Y A M I N T E L L I G E N C E L A B 5

Data Sources Basic and Derived Analytics

Ac t i o n a b i l i t y d r ive n A n a ly t i c s

Actionability (NBA/BBA)

e n l ive n C E M S u m m a r y :

Core

Banking

Customer

Profile data

Finance

Marketing /

Sales

• Demographic Analysis

• Business Summary Dashboards

• 360 Degree Customer Insights

• Products Performance Analytics

• Transaction Channel Analytics

• Marketing Channel Analytics

• Pattern Of Life Style derivations

Association and Linking Of A/C

Personalized Product offerings

New Product Introduction

Channel Intelligence Action

Personalized Discounts on CC /DC

R A M Y A M I N T E L L I G E N C E L A B 6

E V E RY T H I N G W I T H P RO F I L E - Wo r k f l ow

WealthManagement

CEM Product Pilot Proposal

Data Sources BUSINESS Segments

RetailBanking

CorporateBanking

Loans & Mortgage

CapitalMarket

Enliven CEM™

Classify Transaction

Interaction

IDN DataAcquisition

3 DimensionalProfile Cube

Individualcustomer

CUSTOMER 360 DEGREE UNDERSTANDING

Usage Profiling Behavior Analysis

Customer Association

Product Association

Response Analytics

Issues & Complaints

Channel Intelligence Life Cycle State

Product Fitment

RFM & Preferences

Shocks & Difficulties

Golden Path Analysis

IntelligenceReviewer

Next BestActions

CampaignManagement

Product Guidance

Business Response

Interaction Management

QoE & Planning

Delivered to Customer Preferred

Touch Points

Response & Feedback

Segmentation

ATMCHEQUE

PHONE BANKINGBRANCH

CASALoans

Credit cardsDebit cards

FD

Call Centre

CRM

Channels

Product

External Data

sources

Social Media

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B A N K I N G S C E N A R I O S

R A M Y A M I N T E L L I G E N C E L A B 8

U s e c a s e : B u s i n e s s i n s i g h t s

Business Insights

Accounts Analytics(CASA/Loans/CC/FD/TD/etc)

Target Vs Actual Analytics(Accounts/ Balances/Income/Expenditure/etc)

Product Performance Analytics(CASA, Credit Cards, Debit Cards, Cheque, Loans

Interaction Analytics(Complaints, Enquiries, Resolutions, etc

Summary Business Dashboards

Overall Summary(Region/branch etc.)

Channel Analytics(Mobile/Web/ATM/Phone Banking/IVR

Big Data Analytics Data Visualizations Business Actions

Drilldown View

New Product Introduction

Better Campaign Management

Prediction Analysis

R A M Y A M I N T E L L I G E N C E L A B 9

U s e c a s e : C u s t o m e r I n s i g h t s

Customer Insights

Demographic Analytics(Age Group, Location, Etc..)

Transactional Data Analytics(ATM, Branch, Phone Banking, POS etc)

Product Usage Analytics(CASA, Credit Cards, Debit Cards, Cheque, Loans

Interaction Analytics(Complaints, Enquiries, Resolutions, etc

360 Degree View

Customer Dashboards

Big Data Analytics Data Visualizations Business Actions

Customer Life Cycle Management

Cross Sell / Up Sell

Personalized Campaign Management

360 degree View

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U s e C a s e : O p e r a t i o n a l D a t a A n a l y s i s

Analytics Output

Operational Analytics

Provision Analysis - LOANS(Loans/CC/Red-flagging/etc.)

Target Vs Actual Analytics(Accounts/ Balances/Income/Expenditure/etc)

Income Vs Expense Analytics(Payments, Interest earned, Expenses)

Core

Banking

Customer

Profile data

Finance

Marketing /

Sales

Products

Operational Efficiency Analytics(TAT measurement/Agreed TATs/Ops Errors/ etc)

R A M Y A M I N T E L L I G E N C E L A B 11

3 6 0 0 I N D I V I D UA L C U S T O M E R V I E W & A c t i o n a b i l i t y

Satisfaction level : Medium Life Cycle value : High

Customer Profile Channel Intelligence Usage History

NBA History Business Alerts Issue Resolution

Customer ID : JohnCustomer Type : Ultra premiumReg. Date: 8-8-2012Email: nnnn@gmail.comLocation: Dombivalli Age group: 25-30Account Type : SavingsIncome Range : 20000-30000

Products : Car loan , Credit card , debit card

Preferred self care Mobile Device Type SmartphoneNearby ATM Dombivalli

Channel Status Usage Amount

Avg. Monthly transaction

Avg. Monthly transaction credit

Avg. ATM withdrawal amount

5000-15000

25000

1000-1500

Issue type Status

Loan information forhousing Not resolved

Guidance on opening account for wife too

Not resolved

NBA Type Response

Account opening forwife

Not Responded

Avg Time

10 Min

5 Min

Channel

Contact Centre

Description Response

Anniversary

Special discounts on gold jewelleries

Channel

SMS TRUE

APPLY NBA

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John

Data Sources

3 DimensionalProfile Cube

IndividualCustomer-

JOHN

The CC understanding John profile gives …. The best guidance with personalization

CRM

Social Media

Other

Business

Systems

Online

Request

Contact

Center

Cross Channel

3 6 0 0 I N D I V I D UA L C U S T O M E R V I E W – Q u i c k R e s o l u t i o n a n d G u i d a n c e

R A M Y A M I N T E L L I G E N C E L A B 13

About Ramyam

• Ramyam Intelligence lab is founded with sole aim of creating next generation enterprise solution in the

customer experience management (CEM) space, enliven CEM

• Patented CEM process and technology in India and USA

• Ramyam is a ISO 9001:2008 accredited company

• Proven product with customers in Telecom and Retail Space

• Strategic Alliances with Tier 1 System Integrators and OEMs such as Ericson, Wipro, Sasken, Mindtree, Happiest

Minds

r a m y a m (Sanskrit) means “transcendentally beautiful”, which coincides with our philosophy “Experience Delight”, the ‘wow factor’ or ‘bliss’ that cannot just be quantifiable

VisionOur vision is to delight our customer’s customers by providing superior customer experience management solutions

MissionOur mission is to help our customers to deliver superior customer experience to their each and every customer be it in millions using a next generation engine driven by Profiling – Analytics – Actionability and powered by a big data processing engine

R A M Y A M I N T E L L I G E N C E L A B 14

© R A M YA M I N T E L L I G E N C E L A B

For further discussions, please contact:

Rupa SridharVP- Solutions

+91-8553042424rupa@ramyamintel.com

www.ramyamintel.com

T h i s p r e s e n t a t i o n c o n t a i n s p r o p r i e t a r y a n d c o n f i d e n t i a l i n f o r m a t i o n o f R a m y a m

T h e e n l i v e n C E M p r o d u c t c o n t e n t i n t h i s p r e s e n t a t i o n i s i n t e n d e d f o r u s e a s a g u i d e l i n e a n d s t r i c t l y f o ri n f o r m a t i o n p u r p o s e o n l y

T h e i n f o r m a t i o n r e l a t e d t o e n l i v e n C E M p r o d u c t i s s u b j e c t e d t o c h a n g e a t a n y t i m e w i t h o u t n o t i c e

A n y o f t h e e n l i v e n C E M p r o d u c t m i l e s t o n e s , f e a t u r e s , r e l e a s e p e r i o d s o r v e r s i o n s r e f e r r e d h e r e - i n c o u l dc h a n g e f r o m t i m e t o t i m e

A n y 3 r d p a r t y t r a d e m a r k s , c o n t e n t o r r e f e r e n c e s t o p r o d u c t s , b e l o n g t o t h e r e s p e c t i v e o r g a n i z a t i o n s a n dt h e y m i g h t h a v e b e e n u s e d f o r r e f e r e n c e o n l y