Kapture for IDFC (1)

Some questions that need to be attended with a lot of planning and strategizing to succeed in this cluttered market, where each banking solution looks equally tempting for the customer.

Branches of banks are spread across the

country which leads to glitches in effective

CRM .

Auditing Marketing campaigns for each

banking product that run all over the

country.

Monitoring activities of Sales teams and

personal bankers who are allocated

specific regions.

Monitoring activities of sales teams and personal bankers

Vendor management of agencies who handle collections/ documentation/ personal banking/ sales etc.

Managing leads and CRM data accumulated through various channels

Handling documentation processes and resolving complaints

Maintaining coordination between various departments.

Old manual systems for lead

management which cannot combat

the super-responsive, new-age

channels used to reach out to

potential customers.

Inflexible or limiting IT comprising

of separate systems for each

domain that cannot be integrated

Desktop based software that does

not empower the sales or the on-

ground team.

No ROI based analytics that

measure sales and marketing

activities.

No means to track sales and

marketing activities based on time

and location.

Insufficient CRM/ MCIF

database due to loss of potential

information/ leads and inefficient

query management.

Slow documentation process and

closures due to irregular follow-ups

and reminders.

No way to track productivity of

marketing campaigns handled by

numerous agencies.

Most banks believe that there is a constant need to adopt to innovative technological upgrades to fasten various processes.

What a complete automation platform can bring to the table clearly becomes the differentiator.

The challenge still remains to find all that you need in a single platform.

Softwares today offer limited customisation to fit different business models and operational processes followed by banks.

Banks which opted to build automation platforms that are custom-fit saw a considerable rise in sales conversions.

Automate marketing processes

Automate Pre-sales and sales processes

Post sales CRM and analytics

Kapture is a fully customisable, sales and marketing automation platform using which you can run and audit marketing campaigns, fasten pre-sales and sales processes, maintain Customer delight with a tailor-made CRM and analyse future trends with cutting edge analytics.

lead

Customers

Each banking solution that needs to be advertised, differs in terms of channels used, target audience and logistics. Kapture allows you to monitor and optimise all your online and offline campaigns on single platform.

Create profiles and maintain data about multiple agencies handling different ad campaigns for each of your financial offerings to track status of payments, history of conversations and set reminders for follow-ups.

Empower your Audit teams to click pictures of hoardings/ events and other offline promotions with a timestamp value and location mapping.

Now there is no way for your offline marketing agencies to take you for granted when you’ve got enough proof with exact date, time and location to hold their payments incase the campaigns are not running fine.

Capture leads all on a single platform coming in from various channels like:

•Web portals like BankBazaar which host banking services of different banks.

•Enquiry forms on your website.

•Enquiries through Toll free numbers

•Ad campaigns like banner ads and Google AdWords

•Other sources like Social media applications and JustDial

•Routed voice-calls through Call centers

Once the Lead enters Kapture, they are classified based on the banking service they want to know more about or the area where they reside.

They can also be tagged as Hot and Cold leads depending upon their intent on buying a particular financial product.

Once the lead is classified it is assigned to respective department for example someone who is interested in a Car Loan would be assigned to the Car Loan department at a branch closest to his location.

Once the sales team/ Collections Team/ Personal Bankers team of a particular branch has been allocated leads, each team member can be assigned daily tasks with reminders to meet these prospective customers.

The exact location of each team member can be tracked and a daily adherence report can be generated with the number of open and closed leads.

Incase there are external agencies or Vendors involved in the collections process, you can create profiles for each of these agencies with all the details about the POC.

The platform allows you to maintain history of conversations with them, set reminders for follow-ups, track their performance and payment statuses.

The platform comes with inbuilt communication tools via Email/ SMS and Chats rooms to converse with your internal team members.

It can also be used to communicate with external agencies like your Collections Agency or prospective leads.

Not just that, you can view history of past conversations so that there is no communication gap.

There is no way to lose a lead when reminders and alerts are set for the sales teams or personal bankers.

The platform enables you to take notes and set reminders using a calendar via Emails/ SMS alarms and pop-up notifications.

Once a lead is closed and becomes a customer for the bank, separate profiles can be created and updated with name and all kinds of contact information.

The customer will be tagged with the banking service that he has opted for and the sales team member who closed the deal.

Change of address and contact information operation can also be performed.

Imagine a customer service executive receiving a call from a customer with his name and status about the previous enquiry about a car loan that he had lodged!

The platform comes with an Unified Address Book that fetches customer profile information and history of recent conversation as soon as his call reaches the customer service executive.

No matter through which channel the query/complaint has been raised, be it via net banking, phone banking or a direct call to the call center, all of them will be tabled and queued up for resolution based on priority or a round robin/ FIFO mechanism.

Once the query/ complaint is tabled they are classified based on the type/ product/ Area.

For Example if a customer wants to know about rate of interest about a Fixed deposit scheme from Mumbai, then he would be tagged with attributes like Mumbai, Fixed Deposit etc.

Once the query/ complaint is classified a unique ticket number is generated and a ticket is raised.

This ticket is then assigned to the respective teams/ departments for resolution.

Based on the type of query and the estimated time for resolution an automated/ manual timeline can be set for the team member.

For example loss of debit card issue should be resolved as soon as possible whereas account related technical problems might take a longer duration to be fixed.

Incase the timelines are not met then the query can be escalated to the senior management.

Also tickets can be reassigned automatically to other team members incase of the one who is assigned the ticket, is on leave.

This fastens the process of query resolution and the customers are always happy.

Once the query is resolved or is taking an unexpected duration to be resolved, automated responses can be sent via Voice Calls/ SMSes/ Emails etc with apt messages to keep the customers informed.

General queries can be resolved directly without raising a ticket by sending automated pre-set messages.

Promotional messages can also be sent to cross sell or up sell a product. For example someone who has opened an account might want to avail the free credit card option

If the query is about wanting to opt for a new banking or investment service then the collections team can be assigned a task for further documentation process.

Status of each of these processes can also be maintained.

Since not all

information would

be required for

every department/

Team member, the

platform offers

Customized

dashboards and

views based on

organizational

structure and

hierarchies .

Track performance of Marketing campaigns, Sales teams, Personal Bankers, Customer service executives with 300+ ROI based reports.

Analyse daily, monthly, yearly reports based on customisedparameters to foresee future trends and pre-plan your sales and marketing strategies.