omni-channel solutions & core...
TRANSCRIPT
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5th March 2014, Nairobi
K Srinivasan (KS) Polaris Financial Technology Limited
Omni-channel Solutions & Core Banking
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An agenda of Two Topics
• Customer Centricity & Design Thinking • Our response to Market.
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What it is not :
Customer centricity. It is Customer focus. (Fabulous consistent Experience)
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Focusing on the ‘Sub Optimal or the Average’
What it is not :
Customer centricity.
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Expending resources to retain all including low quality Customer.
What it is not :
Customer centricity.
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Under deployment of resources to acquire ‘QUALITY’ Customers.
What it is not :
Customer centricity.
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The simple truth Treating the Customer right. (The essential fabric. Principle & Value)
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The simple truth Understanding, Segmentation. (Using Customer Data. Big data! )
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The simple truth Spotting your ‘Right’ Customer.
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The simple truth Disproportionate focus on Services & Products For the “Right” Customer..
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The simple truth Knowing the Long term or Life term Value of your “Right Customers” (It is about getting it right)
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Design Thinking Can drive Customer Centric Behavior & Innovation.
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The Design Team in a Bank is fashionable. Innovation can only happen if Design thinking is Institutionalized.
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starts with preparing the Design Mind.
‘Customer centric Renovision’
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Addressing the What ‘WHAT’: Involve Customers, Make it user centric, Model Solution. All this can drive adoption
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Customer Centric experiences From Value proposition: Break down Silos User Experience Product & Service Strategic Intent
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Citibank flagships offer hi-touch, specialist advisory services, and smart banking technologies to improve the experience for clients across all channels in core markets. With the collaboration with Eight, Inc (responsible for Apple Stores design), the first prototype store debuted in Singapore in 2008. Over 100 branch-level processes were reengineered. There are even four patents pending.
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Opened in March 2011, CommBank’s flagship aims to offer, "seamless service through state-of- the-art technology and flexible banking solutions, (their) goal is to solve any financial need (the customers) may have, all in one place". Commenwealth Bank’s flagship offers: an online booking system, interactive touchscreens, NetBank kiosks, iPads and iPod Touches, a welcome concierge staff, experienced banking specialists, and a professional barista café.
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Source: PWC
The New Customer Centric Model
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Drivers for the future Multichannel Integration Customer Info Management Product & Sell on the fly.
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A journey of transformative banking 25 years young & listed Global Financial Technology Company, $426 Million Revenue INTELLECT Solutions for Universal Banks, FT Sourcing & FT Consulting Most recognized by Analyst Firms in the World.. Over 200 Customers benefit from our Solutions & FT Sourcing
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GLOBAL UNIVERSAL BANKING
BUSINESS PROCESS STUDIO (BPM & WORKFLOW) D
FT MESSAGE HUB E
CORE BANKING
LENDING CARDS BROKERAGE WEALTH SECURITIES LIQUIDITY
MANAGEMENT CASH
MANAGEMENT TRADE
FINANCE TREASURY G
G1 G2 G3 G4 G5 G6 G7 G8 G9 G10
INVESTMENT CBX CORPORATE CBX RETAIL CBX B B1 B2 B3
BRANCH ATM POS MOBILE CALL CENTER A4 A5
A A1 A2 A3
BACK OFFICE IMAGING AND DOCUMENTATION IDENTITY MANAGEMENT CUSTOMER COMMUNICATION REGULATORY AND COMPLIANCE
ENTERPRISE RECON GENERAL LEDGER FEES AND CHARGES MIS
ANTI-MONEY LAUNDERING K1
K5
K2
K6
K3
K7
K4
K8
K9
K
SAVINGS ACCOUNT
CURRENT ACCOUNT
TERM / RECURRING DEPOSIT
DEBIT CARDS
SAFE DEPOSIT LOCKERS
REMITTANCE
TELLER MANAGEMENT
PAYMENTS
RECEIVABLES/INVOICE MANAGEMENT
COLLECTIONS / LOCKBOX
DIRECT DEBITS
REMOTE DEPOSIT CAPTURE
CHANNEL FINANCE
MORTGAGE
COMMERCIAL
LEASING
UNSECURED LENDING
SYNDICATION
SECURITIZATION
COLLECTION
MERCHANT MANAGEMENT
ACQUIRING
BILLING
COLLECTION MANAGEMENT
CUSTOMER SERVICE
LOYALTY MANAGEMENT
FINANCIAL PLANNER
INVESTMENT PRODUCT
PROCESSOR
MARGIN LENDING
BANCASSURANCE
PORTFOLIO ANALYTICS
LIABILITIES
ORDER / TRADE MANAGEMENT
RISK / MARGIN
CLEARING AND SETTLEMENT
DISTRIBUTION
EQUITIES
MUTUAL FUNDS
DERIVATIVES
COMMODITIES
FUND MANUFACTURING
FUND ACCOUNTING
SECURITIES LENDING
DEPOSITORY MANAGEMENT
CUSTODY
REGISTRAR AND TRANSFER
CORPORATE ACTIONS
POOLING
SWEEPING
MULTI BANK CASH CONCENTRATION
INTER COMPANY LOANS
INVESTMENT SWEEPS
NETTING
CASH FORECASTING
LETTER OF CREDIT
OPEN ACCOUNTS
BILLS
GUARANTEES
SUPPLY CHAIN FINANCING
FACTORING / FORFAITING
FRONT / MID / BACK OFFICE
FOREX
MONEY MARKETS
FIXED INCOME SECURITIES
DERIVATIVES
EQUITIES
COMMODITIES
RELATIONSHIP COMMON FRONT END (RCFE) INTEGRATED CUSTOMER SERVICE (ICS - 360) F F1 F2
HUBS H
CREDIT SERVICES HUB (COLLATERAL / LIMITS) H2
WORKING CAPITAL HUB H3
ENTERPRISE RISK HUB (ALM / MARKET RISK / CREDIT RISK / OPS RISK / PRICING) H4
CUSTOMER ON-BOARDING HUB H5
PAYMENT SERVICES HUB H1
Copyright © 2013 Polaris Financial Technology Limited www.polarisFT.com Version 4.2
enterprise insurance platform
COLLECTION MANAGEMENT
AUTO LOAN ISSUING 1
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Breadth & Depth of our play
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Market Leaders in Transaction Banking
THE WORLD’S FIRST COMPLETE GLOBAL TRANSACTION BANKING PLATFORM
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Intellect. Making a Difference Retail Business Exchange (RBX) Corporate Business Exchange (CBX) Smart Branch (Teller) Core Banking (CBS)
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Canvas allows banks to create an ecosystem of applications for their customers
Flexibility to rapidly launch new products
business enabled by plug-and-play applications
Seamless experience across channels by leveraging
CORA (Configure Once Run
Anywhere)
Co-existence with in-house and 3rd party
apps which can be hosted on Canvas platform
Accelerated application development by using Canvas designing tools
provided
Platform can be used beyond corporate for retail, insurance and other business lines
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RBX
Deep Functionality
Omni Channel
Rich & Intuitive UX
Robust Security
Multiple Customer Segments
Multi-Entity for Global
Deployment
Ease of Integration
Unique product that helps banks achieve their digital banking vision
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RBX: 100 Apps to cater to different needs of Customers…
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Favorite Apps - User
Defined Favourite Apps My Portfolio – Snapshot
of Financial Products
held by the Customer
My Alerts – List of
reminders / To Do’s
Contextual ads –
Customized ads for your
special customer
Workspace – Available at all
time to navigate to any
business service
Landing Page
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Context based Apps -
Based on the Account
type selected
Workspace – Available any
time to navigate to the choice
of the customer
Account Summary – List
of all Accounts held by
the customer
Account Statement – List
of transactions of a
particular account
Online Banking - Account Services
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Superior Customer experience
33 Source: Celent Report
Better flexibility to customers offered by role-based workspaces
Higher flexibility enabled by use of customizable widgets
Highly efficient customer experience with end to end decision making in single page
Similar multichannel customer experience at no extra cost
Business enabled to rapidly launch new products through customizable widgets
Lower IT costs driven by flexibility to integrate
with multiple disparate systems
Omni-channel Functionality and superior customer experience
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Provides for entire spectrum of Debit
Cards Management from Issue, Account
Linking, Facility Linking, Pin Issuance, Re-
issue
Debit Cards
Intellect Teller – Key Functionalities
Enables Banks to create different
Workflow Processes and transactional
controls across all the Teller functions
Transaction Workflow
Parameter driven currency level
entitlements,denomination level
tracking,multi currency transactions
Cash Transactions
Intra- Bank Transfers, Domestic and
Cross Border Transfers with Route
selection intelligence. Beneficiary
Registration supported
Fund Transfer & Remittances
Provides for printing, voiding, reprinting,
cancellation, stop payment and other
features plus Inventory Maintenance also
Payments - Instruments
Provides for both Inward and Outward
clearing of Cheques with Branch and
Zonal Level Proofing
Clearing
Registration of Utility Companies,
Beneficiary Registration and receipt of
payments through Cash and Account debit
Modes
Utility Payments
Initiation of different types of Standing
Instruction e.g. A2A Sweep, Domestic and
FCY Payments
Standing Orders
Provides for changing account attributes
like Cheque Book Issues, Stop Payment,
Earmarking, Closure of Account e.t.c.
Account Services
Provides for collections of Domestic as
well as Foreign Cheques and Drafts
Collections
Smart Teller
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Intellect Teller - App Catalogue
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Sales Acct Opening Customer 360 Dashboards
Branch Head
Relationship
Maintenance
Relationship Manager
Sales Acct Opening Customer360 Dash Boards
Case Handling Loan Services Account Services Acct Opening Customer360
Customer Service Rep
Teller Services Account Services
Branch Teller
Check Deposits Remittances &
Transfers
Enabling employees to perform multiple roles using a ‘single platform’ by grouping apps into
workspaces and enabling access to multiple workspaces from a ‘single platform’
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Unleashing the power - Role Based Canvas
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BRANCH Call Center
CORE LOANS CASH MANAGEMENT WEALTH
LIQUIDITY
INSURANCE Bank
Applications
RETAIL BANKING
BUSINESS BANKING
CORPORATE BANKING
WEALTH MGMT
INSURANCE
Account Services
Customer360 Acct Opening Sales
Teller/Front Office
Service & Case Handling
Branch Head
Sales & Relationship
Customer Service Rep
Customers
Call Center Agents
Branch Teller
Delivering Unified - Cross Channel, Cross Device, Cross Application - Role Based
Services / Dash Boards
Relationship Services
Intellec
t Apps
Bank’s
Apps
Fitting into the ecosystem
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The 10 imperatives Multi-Lateral GL (n TIER) Internal Fraud Proof Look Ahead Processing (LAP) Run- Time Re Use (RTRU) Auto Inter Branch Reconciliation (AIBR) Watchdog (Hovering )
Run a branch on GPRS
Bandwidth consumption least
360 degree view of Client
Offline Functionality
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BUDGETING HOVERING ENGINE MIS ALERT SERVICES
FIXED ASSET & BRANCH INVENTORY MANAGEMENT
CUSTOMER COMMUNICATION FEES AND CHARGES ENTERPRISE GENERAL
LEDGER ENTERPRISE RECON BACK OFFICE
ANTI MONEY LAUNDERING ALM
EOD / SOD
IFRS BACK VOLUME SERVER
CUSTOMER INFORMATION FILE
IBS SHADOW DATABASE
CUSTOMER 360 DEGREE VIEW
INTERNAL ACCOUNTING UNITS / BRANCHES DELIVERY CHANNELS (INTERNET, MOBILE)
CALL CENTRE
BANKING OPERATIONS BANKING ADMINISTRATION BANKING SERVICES
MULTI LATERAL GL ANALYTICS
WORKFLOW AND PROCESS ORCHESTRATION AND CONCURRENT TRANSACTION BUS
A
RETAIL INTERNET BANKING PORTAL B
D
F
I
A1 A2 A3
B1
F1 F2
EXTERNAL SYSTEM INTERFACE EFT / RTGS
DELIVERY CHANNEL
SWIFT ATM / POS CLEARING AND SETTLEMENT AGENCY
CALL CENTRE / IVRS INTERFACE K
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CHEQUE BOOK
AUDIT TRAIL
TAX COLLECTIONS
REMITTANCES (DD /PO)
AUTHORI-ZATION
SERVICES
IMAGING (SIGNATURE/
PHOTO)
LIMITS
COLLATERAL MANAGEMENT
RTGS / EFT
CLEARING SERVICES
EXCEPTION MANAGEMENT
Intellect CBS enterprise insurance platform
G SERVICES
HAND HELD DEVICES CTS OTHERS
MULTI CURRENCY
MANAGEMENT
BANK MANAGEMENT
BRANCH NETWORK
MANAGEMENT
MULTI ENTITY MANAGEMENT
SYSTEM ACCESS CONTROLLER
USER ENTITLEMENT
ADMIN
USER ADMIN TRANSACTION
CODE MANAGEMENT
HOLIDAY MANAGEMENT
AML RULE CONFIGU-
RATION
USER DEFINED FIELD
MANAGEMENT
CHART OF ACCOUNT
MANAGEMENT
CHARGES MANAGEMENT
PRODUCT MANAGEMENT
CASA PRODUCT GROUP MGMT
DEPOSIT PRODUCT
GROUP MGMT
INTEREST RATE MANAGEMENT
AVAILABILITY / APPLICABILITY
CONTROLS
PRODUCT ADMINISTRATION
BANK / BRANCH ADMINISTRATION
CUSTOMER MANAGEMENT
KYC / DE-DUPE
CUSTOMER COMMUNI-
CATION
SIGNATURE / IMAGE
MANAGEMENT
RELATIONSHIP MANAGEMENT
CUSTOMER GROUPING
HOUSEHOLD
SYSTEM SETUP COUNTRY /
REGION MANAGEMENT
PRODUCT WIZARD SETUP
GL POSTING CONTROLS
CUSTOMER ON BOARDING
CORPORATE
MICRO FINANCE
GROUP MGMT CURRENT
OVER DRAFT
RECURRING DEPOSITS
SAFE DEPOSIT LOCKERS
RE-INVESTMENTS
HOUSEHOLD
CERTIFICATE OF DEPOSIT
SWEEP IN / SWEEP OUT
MICRO CREDIT
EDUCATION LOANS
HOUSING LOANS
AGRICULTURE LOANS
GOLD LOANS
LOANS ANGAINST DEPOSITS
TERM DEPOSITS
TINY DEPOSITS
NON RESIDENT DEPOSITS
FUND TRANSFER
CASH CREDIT
LOANS RETAIL BANKING TRADE FINANCE
SAVINGS TELLER
MANAGEMENT TERM LOANS
PERSONAL LOANS
LETTER OF CREDIT
(Import/export)
BILLS (Import/ Export)
PRE & POST SHIPMENT
LOANS
GUARANTEES
FORWARD CONTRACTS
CERTIFICATE OF DEPOSITS
MOBILE AUTHORI-
ZATION
COLLECTION SERVICES
ACCOUNT CLUSTURING
SERVICE
SWIFT MESSAGE GENERATOR
PAYMENT SERVER
BULK POSTING
STANDING INSTRUCTIONS
DIRECT TRANSACTION
POSTING PASS BOOK
STATEMENTS
MOA TRANSACTIONS
UTILITY PAYMENTS
SCHEDULED REPORTS
DELEGATED REPORT
GENERATION / DISTRIBUTION
FUTURE DATES TRANSACTION MANAGEMENT
FOREIGN REMITTANCES (In/Outward)
TRADE FINANCE MASTERS
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G1 G4 G5 G6
I1
G2 G3 G7
I12
I2
I7
I13
I3
I8
I14
I4
I19
I15
I5
I10
I16
I6
I11
I17
K1 K2 K3 K4 K5 K6 K7 K8 K9
SMS –PULL & PUSH
ACCRUALS / AMORTIZATION
NextGen CBS has it all …..
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Total empowerment. Powerful enablement Customer Centricity Effective Product Management Operational Convenience and support Early Warning BASEL III & IFRS compliant
