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ORIX e-Businesse-Business Division
Presented by: Asrar Alvi, Asra Zafar, AhmedQureshi, Muhammad Chinoy & Nawal Saeed
A Customer Relationship Management Presentation
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Introduction
Pakistans first third-partyPOS Network.
Providing debit, credit, loyalty, prepaid andother specialized card program services. Integration and operational support to banks
and corporate entities. Most recently ORIX developed solutions over
its POS infrastructure to allow electronicprepaid transactions and utility bill paymentoptions at customer convenient locations.
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ORIX e-Business-Fact Sheet
10,000 POS Terminals
Presence in around 200towns and cities
3 million cards hosted
2 million transactions
everymonth 12 integrated banks
HRstrength of 200+
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ORIX e-Business-Service Portfolio
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CRM for ORIX e-Business
Being a pioneer in technologyIndustry, it looks at:
Customer Touch Points- essential since every business has a marketing orientation and focuses uponthe customer and their current and future needs.
Applications- mainly the software and programs thatsupport the CRM process.
Data Stores- contain data on everyaspect ofCustomerService usage
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CRM System at ORIX
Bombarded with tons of factual data in real time.
In order to serve its business centerwell i.e.Clients, ORIX implements CRMas:
Orix E-Business
CRM
Applications
In HouseDeveloped CRM
ApplicationSiebel
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Siebel & Its Applications
NumberOne deployed, Industry specific CRM
Analytics solution
The cross industryapplications are:
FinancialServices
FinancialServices
Communication &
Media
Communication &
Media
i
h TechHi
h TechComplex
ManufacturinComplex
ManufacturinRetailRetail
PublicSectorPublicSector
LifeSciences
LifeSciences
ConsumerSector
ConsumerSector
Ener
ySectorEner
ySector
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Siebel & Its Applications
Enables to manage interaction with customers,partners and employees.
Single application with broad functionality
Supports multiple communication channels asweb & email, call center & field service
Allowaccess to the users for same set of data
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Siebel & Its Applications
Used for Complaint Management at ORIX
customer calls at 111-657-657 (ORIX's help
line)
Agent at ORIX receivesthe call and the
complaint is lodged
Agent Allots a complaintID (in numbers) to the
customers
An automated SMS
(SiebelPowered)describing thecomplaint & its ID is sent
to the field Officer
The field officer of theconcerned area ta
e
immediate action forcomplaint resolution in
a standard time frame of4 hours
If not resolved in stated
time, it is directed to theField Supervisor to
close the complaint.
In case the complaint isserious nature, it is directedto the GM, operation. The
maximum time frame ofcomplaint resolution is 24hours.
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Siebel & Its Applications
Type of Deployment:On-Premise
ORIX owns and operates the assets (i.e. all the servers,related technological equipments and softw areapplications)
Although an expensive deployment solution but it givesthe edge of feasible customization
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IN-HOUSE DEVELOPED CRM APPLICATIONS
For Card Management programs
Can be customized as per clients requirement
These applications are used for: Maintaining the customer database such as Name, place of
birth, age, gender etc.
Card details
Card usage History Card ExpiryManagement
Reward Point Management
Cards balance check
Card Lost Mark
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IN-HOUSE DEVELOPED CRM APPLICATIONS
These are accessible to the clients internal
department
Case: PSO LoyaltyProgram
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PSO Card Program
ORIX provides a turn-keysolution to PSO for their
complete range of fuel basedcards.These include Fleet,Corporate, Commercial, Dealer,Privilege Loyaltyand PrepaidCard programs.
1,750Terminals Deployed
1, 00Service Stations
100,000Cards Issued
9.6 million transactions per annum
Annual volume ofPKR28 billion
Solutions & Success Stories
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Online Redemption Programs
Many banks offer rewards to theircustomers for using their cards.ORIX
provides turn-key solutions that includefront-end networksupport along withback-office functions and merchantmanagement services allowing the card-holders to redeem their points atmerchant outlets.
RBS
United BankLimited
Citibank
Solutions & Success Stories
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Mobilink Indigo Reward Program
OLPand PMCL introducedMobilinkIndigo RewardsProgram;an instant point
redemption system where youcan earn points by talking andredeem themat selected partneroutlets all across the nation.
1,100Redemption partner
outlets 380,000 cards issued
36,000 transactions perannum
Solutions & Success Stories
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Adamjee Catch Card Program
ORIXassociated with Adamjee to
launch Pakistan's first mag-stripbased online health insurancecard program.The AdamjeesCATCHCard allows policyholders to use their cards atdesignated hospitals/clinics for
speedyand convenient access tomedical services.
150Hospitals on-board
125,000 cards issued
1,500 transactions per annum
Solutions & Success Stories
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GSK Value Health Card Program
Glaxo's Value Health CardProgram is a unique patient
assistance program covering high-price prescription medicines usedfor long-term therapy.ORIXhelped introduce this program forthe first time in Pakistan, allowingpatients to avail generous
discounts on purchase ofprescribed GSKproducts.Thishighly controlled program hashelped Glaxo in its CSRinitiativeof ensuring qualitymedicines for
the under-privileged patients.
150Pharmacies on-board
3,000 cards issued
10,00 transactions per annum
Solutions & Success Stories
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Engro Milk Automation Network
ORIX has developed a unique card basedsolution for Engro allowing them to recordtimely transactions for their vast rural milk
procurement network.Through thisprogram, Engro has timelyaccess to keyinformation pertaining to the inventory ofrawmilkacross its supply chain.
1,000MilkCollection Centers 10,000Registered Suppliers
Real-time reporting
Off-line Transaction Capability
Solutions & Success Stories
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Data Managing
ORIX manages all the data of the transactions taking place 2 -7 andgenerates all various reports for clients
Sales report Point Award report Redemption report
Card Based Reports
Card Issuances Card expiries Card status change Card activation reports Inventory reports
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Network Map
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Business Vendor Relationship
Access group e-business operations in 2002
First and largest third party transactionalpayment process
Birth of debit cards & loyalty cards in Pakistan More than 20 banks are connected to this
network.
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Conclusion
ORIX utilizes the concepts of CRM to provide
quality and value to all stake-holders. Thisapproach has helped ORIX capture the largestmarket-share in Pakistan fro priv ate-label cardprograms and become Pakistans largest third-
part network.
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