Accelerate Innovation

Get a 360 view of customers

Finacle CRM Solution

The ultimate goal for any business is to attract and retain delighted customers.
Transformation of customer lifestyles, the needs of newly created middle
classes, and shifts in consumer behavior - like the rapid adoption of mobile
phones and social media - have created new opportunities to reach customers,
improve their banking experience, and grow revenues. However, these shifts

Delight customers today,

retain them tomorrow

have brought with them additional pressures for businesses to keep pace with
steadily heightening customer demand.
Traditional account management is quickly evolving to become more holistic
and nurturing. A comprehensive solution that provides a unified, real time,
and consistent view of the customer, across all channels of interaction, can
help banks reach that ultimate goal of building profitable relationships with
delighted, loyal customers.

Finacle CRM, integrated with the powerful Finacle core banking engine, has
everything a financial institution needs to address the complete cycle of marketing,
sales, and service for banking products. Finacle helps deliver better customer
experience across channels and creates an effective platform for right-selling and

Finacle CRM

deepening customer relationships by presenting a unified view of the customer.

The solution also arms banks with the tools to increase their reach through effective
product-push campaigns.
Key modules of Finacle CRM can be implemented all at once or activated over time
as needed. The solutions proven scalability ensures that it can meet the needs of
growing banks and established firms alike.

Start with complete and accurate customer information

Finacle CRM provides a single customer truth with a complete and unified
relationship view of the portfolio held across the bank and multiple host systems.

Market the right products to each customer

Targeted right-selling involves offering the best suited product, for every customer,
based on their individual needs and preferences. With Finacle CRM, sales and

Manage customer
relationships effectively

marketing programs become more effective because they are guided by customer
intelligence.

Originate and process online

Automated product origination and processing makes it possible for customers to get
quicker responses to their requests.

Improve sales results

Finacle CRM contains an automated and configurable quota management system to
help banks measure the relative performance of each sales staff member.

Functional architecture
Branch/
Service Centers

Call Center
(CTI, IVR, Soft phone)

Other
Channels

e-banking

Channel Integrator
Interaction Management
Target List
Manager

Campaign
Manager

Multimedia
Campaign

Campaign
Response

Marketing Platform
Origination
Debt Service
Ratio (DSR)

Loan Modeler

Income Multiplier

Credit Filter &

Scorecards

Oportunity
Management

Multi-Wave
Campaign

Application
Management

Quota, Incentive
Management

Offers

Contact
Management

Enterprise Customer Information

Customer

Prospects

Relations

Preferences
360 Degree View

Credit Bureau
Interface

Enquiries
Management

Sales Platform
Service Platform
Service Request
Management

Complaints
Management

SLA Management

Knowledge Base
Management

Skills Master

Templates

Product Catalog

Straight Through
Processing (STP)

Blacklist Master

DSA Master

Load Balancing

Deviation Matrix

Escalation Engine

Workflow Engine

Audit Trail

Deduplication Engine

Multilingual

Routing Engine

Access Manager

Reporting

Standard
Components

Infrastructure
Components

Key modules
Enterprise customer information
When more is known about customers
- their demographics, psychographics,
financials, preferences, and the relationship
they already have with a bank banks are

and access comprehensive segmentation

information, all through a unified view.
Flexible and user-definable templates
support KYC and AML compliance
mandates.

in a position to offer them the right choices

increasing chances for successful sales.
In addition to supporting enterprise view

Sales

This helps manage the various lifecycle

stages in a relationship with the customer,

the offers module of Finacle CRM to

this module also supports a global view

of customers across multiple legal entities
and countries for a multi-national bank.

promote product sales.

Origination
Process automation, for appraisal of
product applications and creation of such

Improve the sales effectiveness of direct

selling agents and bank executives with
automated and configurable application
processing, quota management, and
incentive distribution based
on sales targets. Banks can also leverage

of customers across multiple host systems,

generate attractive marketing offers to

accounts, can save valuable staff time.

Using the modules standardized processes
also significantly minimizes operational
and credit risks. Integrated with Finacle
core banking, this module gives banks all
the advantages of an automated end-toend solution.

Service

Call center

Marketing

Finacle CRM automates service processes

With built-in interfaces to IVR and CTI

The marketing module not only generates

to power faster response time for customer

middleware, the call center module

demand through multi-channel and

requests. A sophisticated routing and

increases the efficiency of call handling.

multi-wave campaigns, but can manage

escalation engine routes customer requests

Auto-authentication in IVR through TPIN

campaigns that maximize ROI on every

to specialist bank executives for prompt

helps customers transact through tele-

marketing dollar. The list manager helps

action. For banks with a multi-channel

banking. The CTI screen displays pre-

target campaigns to the most suitable

strategy, the service module is deployed

populated customer data, personalizing

prospects, while the template editor

with Computer Telephony Interface (CTI)

the customer experience and empowering

designs and personalizes marketing

and Interactive Voice Response (IVR) in a

the service representative with a 360 view

messages with an attractive display of

call center environment to improve the

of the customer. The soft phone, equipped

product information for prospects.

efficiency of service representatives.

with typical telephone features, helps

marketing executives make outbound calls
with the right information, increasing the
response to a telemarketing campaign.

Additional features
Direct banking

360 view customer dashboard

representative can stay abreast of the

Finacle supports direct banking - financial

Finacle CRM enables the banker to analyze

customers changing needs and adjust the

services delivery solely over the Internet.

data made available through a 360 view

interaction accordingly.

Rich functionality enables managing

of the customer. This provides invaluable

product enhancement, bundling, loan and

information about the customers

overdraft account origination, and setting

relationship with the bank through easy-

of pre-eligibility criteria for a direct bank.

to-understand graphical representations

All information about the direct banking

such as charts and graphs. The account

customers can be viewed from one unified

aggregation view makes it easier for a

and comprehensive source of information.

credit officer to analyze assets, liabilities,

Adding additional content and including

and investments of the customer at a

more functionality to provide values

glance.

at runtime is automated and easy to

Workflow management
Users can outline different workflows

Template management
With Finacle CRM, users can add dynamic
variables when creating a template and
even edit activated templates.

accomplish. Users can do this based on

for various business processes, allowing

Interaction management

banks to define processes best suited for

Customer interactions with the bank,

service request management, origination,

irrespective of channels, are managed

customer creation or maintenance, in

by the interaction management module.

accordance with their needs.

With the complete interaction history

of the customer in view, the service

configuration set for templates when an

email is being generated.

Single Sign On (SSO)

SSO helps users log on to multiple
applications with a single user ID and

password eliminating the need to

memorize multiple user IDs and passwords
for different systems. This saves time and
enables easier adherence to application
security policies at the bank.

Standards based architecture

Finacle CRM has a true n-tier architecture
with distinct presentation, business logic,
and database layers that allow the solution
to scale to the requirements of large and
regional banks alike. The solution also
provides robust interfaces to a variety of
backend systems. Seamless integration
to Finacle core banking and e-banking
solutions is available.

of data formats. The translation toolkit is a

add conversational tacit intelligence to

distinct value addition for banks looking to

customer interactions.

expand their global footprint.

Enterprise alerts
Analytics and reports

Finacle enterprise alerts provide

The solutions reporting infrastructure

multichannel (SMS, MMS, and e-mail)

allows report templates to be created

system notifications. Finacle supports the

in Jasper, an industry standard report

generation of event-based alerts, from

generator. Reports can be generated at

any of the banks transaction processing

scheduled intervals with data collected

systems, keeping customers abreast of

from across Finacle solutions including

relevant information and change.

Finacle CRM. Finacle also provides outof-the-box intelligence for customer

analytics. The reports encompass analysis
of customer profitability, sales, campaigns,
and services.

Knowledge base management

Business users at the bank can refer to
the Finacle knowledge repository for
frequently sought information about

Multilingual deployment

Finacle CRM is integrated with a real-time

processes, service queries, and standard

Finacle CRM supports bi-directional

intelligent conversation and interaction

practices.

language scripts and internationalization

management engine called Clari5 to

Business benefits
Acquire customers aggressively

analytics to deliver true relationship

single repository of information enables

Creating personalized, targeted marketing

banking and create a pipeline of

remotely located bankers to collaborate

campaigns that generate demand and

opportunities for right-selling. Finacle CRM

and transact seamlessly.

executing sophisticated multi-channel

can integrate with other white-labeled

marketing strategies is streamlined with

solutions to develop the right message for

Finacle CRM. This optimizes marketing

each customer.

efforts and results in greater conversion of

prospects.

Increase operational efficiency

Lower the total cost of ownership

Finacle CRM is future-ready because it is
Web-based and built on open technologies
that can be seamlessly integrated with

Finacle CRM supports business automation

other enterprise applications. The

Enable targeted right-selling

for processes and business activities,

solutions robust architecture and proven

A comprehensive, 360 and single-source

eliminating manual tasks and reducing

scalability protects the banks technology

view into all the relationships customers

process time. Straight-Through-Processing

investments.

have with the bank also enables banks to

(STP) abilities speed up turnaround and

understand what else they might need.

allow for speedy completion of tedious

Finacle CRM supports robust customer

tasks. And the multilingual Web-based

Finacle from Infosys partners with banks, the world over, to

accelerate innovation and unlock the value levers of their

Finacle helps build

tomorrows bank

business. Creating and launching new offerings faster than the

competition, increasing right-sell efficiencies and customer
delight, while optimizing processes to support agile and cost
efficient operations has never been easier.
Bring customers to tomorrows bank with Finacle CRM.

About Infosys Finacle

Infosys Finacle partners with banks to transform process, product and customer experience, arming them with accelerated innovation that is key to building tomorrows bank.

For more information, contact finacleweb@infosys.com

www.infosys.com/finacle

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