360° view of the customer in sales, marketing and service using the example of update.seven CRM suite
Mag. Norbert Künzl| Director Financial Services International update software AG
28.5.2008
Table of contents
Who is update
Why CRM
update.seven
Implementing international CRM projects
2
update is 20 years pure CRM
» Business
Customer Relationship Management
» Foundation
1988
» Customers
1,300 Customers | >150,000 Users | 80 countries
» Employees
270 Employees in 9 Countries (A /D /CH /NL /F /CZ /HU /PL/ US)
» Figures
2007:
2008e:
Rev: EUR 32,5 Mio (+39%), Ebit: EUR 3,7 Mio (+52%)
Rev: >40 Mio
Employees
270
280
240
190
EUR (000)
200
160
160
120
128
2003
2004
120
80
40
0
2005
2006
p2007
3
1,300 customers with more than 150,000 users worldwide
4
focus on our customers business
construction
financial services
media
consumer goods
health care
BtB
5
Table of contents
Who is update
Why CRM
update.seven
Implementing international CRM projects
6
sales, marketing, service without CRM
Is this really
simple…
…if you have to run
a sales & marketing organization
with more than 3 persons or
more than 200 customers?
7
the CRM goals
» Consistently structured and complete
customer data and history  360°
customer view
» Management of the entire customer
relationship across all communication
channels (call center, e-mail, internet,
branches, etc.)
» Optimizing and controlling all sales,
marketing, and service processes
8
w/o CRM | disconnected customer information
Customers
internet
Database
eMail
File Server
Database
branch sales
Call center
Desktop
Database
Direct mail
channels
File Cabinet
Database
File Server
9
with CRM | consistent customer view
Customers
Channels
Back
internet
Front Office
eMail
Office
Accounts
Loans
DatabaseSavings
Sales
Marketing
Service
File Server
Database
branch sales
CRM
Call center
Desktop
ERP/Core
System
Database
Direct mail
Channel sales
File Cabinet
Database
File Server
10
Typical CRM processes differ from industry to industry
MARKETING
SERVICE
360° Customer »Directmarketing
View
»Call Center
SALES
»Satisfaction surveys
»Follow up´s
»Companies, private customers,
»Newsletters
households incl. contact
data
»Telemarketing
»Relations
CR
M
»Compliance (KYC, MiFID, PEP)
»Eventmarketing
»Contact management
»Events / Invitations
»Task Management
»List of participants
»Product overview and details
»Trainings
»Simple and comlex salesprocess
»Telephone information desk
»Complaint Management
»Escalations management
»Technical Hotline
»Problem management
»Project management
»Workflow for standard projects
»Advice management
»Contract management
»Application and contract
management
»Marketing
campaigns »Documents management
»Commission management
»Service levels
»Analysis and Reports »Selection of target groups»Data of contracts
»Multi-channel (eMail, letter,
phone, fax, SMS)
»Planning, preparation, execution,
analysis
11
Table of contents
Who is update
Why CRM
update.seven
Implementing international CRM projects
12
Update.seven is an industry specific CRM solution
update.seven Financial Services
CRM
» Customer management (private
households, companies, institutional
customers)
» Product overview and details (accounts,
loans, contracts, insurance)
» Automated generation of tasks based on
events (e.g. expiries)
» contact and task management
» Risk classification, Portfolio
» Complaint management
» Collection management
» Warning signs, datamining scores
» Life Cycle Concept
» Comprehensive financial planning
» Standard reports, on-the-fly analysis,
» Marketing campaigns
» Call center integration
13
update.seven CRM-Suite
phone
update.seven
pda
blackberry
i-phone
Availabale in 23 languages
Multi-currency enabled
Multi-tenant enabled
Supports international roll
update.seven
data model
MS-SQL / Oracle
rights & roles
business logic
interfaces
outlook
outs
14
update.seven – start page
15
Update.seven – customer overview
16
update.seven - relations between customers
17
update.seven - resource overview and calendar
18
update.seven – flexible reports and analyses
19
update.seven – live cycle view
20
update.seven – comprehensive campaign management
21
our benefit for you
100% focus on Customer Relationship
Management
Industry Know-How
Template usage for fast international rollouts
Worldwide support infrastructure and partner network
Leading CRM product with best user acceptance
22
go relate
23
Thank You for Your time!
Norbert.kuenzl
Ready, steady, »go relate«! Sounds good. Feels good.
Because relationships determine our lives. And our
actions. Both professionally and personally. The world
turns around them. We do too. We live relationships.