CRM

Financial Services and Insurance

The Financial Services and Insurance industry is challenged by dynamic business requirements, regulatory compliance, changing business scenarios and more recently, the slowdown. It compels IT departments to develop strategies for customer solutions and work with a reliable implementation partner to navigate through challenging times.

Our offerings for Financial Services and Insurance-CRM help you adapt to dynamic business requirements. We offer a wide range of services for Institutional, Wealth, Commercial, Private, Treasury, Cards, Mutual Funds, Retail Consumer, Branch Banking, Credit Management, and Life and General Insurance.

The Infosys Advantage
Implementation Experience

We have end-to-end implementation expertise, from business case preparation through value realization in executing large-scale engagements, both in scale and scope.

Domain Expertise

Our strategic focus on frameworks and solutions is driven by top-priority market and customer issues and supported by on-the-ground alliances with leading CRM product vendors.

Talent Pool

Our services are backed by several decades of cumulative techno-functional experience. Our consultants - drawn from industry and top academic institutions - have deep process knowledge and understanding of IT imperatives in banking.

Robust Frameworks/Methodologies

Our CRM implementation toolkits are built with high users connect CMMI Level 5 quality processes and proven frameworks to cover eFinance implementations, deployments and support.

Best-in-class Solutions

Our Business Process/Functionality/Data-led solutions include Customer Data Integration solution for banking and Applied Customer Intelligence solution.

Track Record

We have successfully delivered mission-critical solutions for Financial Service and Insurance companies by leveraging leading CRM products and custom-built applications.

Challenges
  • Lack of Single View of the Customer: With alternative systems capturing customer footprints, a majority of applications in Financial Services and Insurance lack a single view of the customer. It impacts situations most where a single customer touch point is of paramount importance. Apart from losing out on the customer experience front, it also leads to the creation of barriers in identifying and building profitable relationships with customers having the highest customer lifetime value.
  • Integration: Several Financial Services and Insurance CRM applications have evolved in silos. They fail to extract the full value from customer data. As each application is governed by its own standards, the integration of applications is a major challenge.
  • Obsolescence Risks: Since Financial Services and Insurance companies have historically been a forerunner in adopting new technologies, several companies face issues in outdated applications or application versions.
  • Activity Management: Routing calls to a banking associate with complete knowledge of the product or service is getting increasingly difficult. Traditional load-based activity management solutions fail to provide flexibility in call routing.
  • Multi-channel Support: To optimize resources, Financial Services and Insurance companies are increasingly relying on alternative channels to communicate with their customers.

Infosys' Solutions
Siebel Enterprise Banking Analytics Solution

Infosys Enterprise Banking Analytics is a modular solution based on Oracle's Siebel CRM and Business Intelligence. It is tailored specifically to meet the needs of financial service providers. Our solution is based on industry best practices and offers an end-to-end pre-built framework to integrate CRM, sales pipeline, billing and profitability information from diverse source applications into consolidated business intelligence for the enterprise. Our customers leverage the framework to realize a rapid technology implementation and prompt business benefits from portfolio-focused, pre-built dashboards and analytical reports.

Customer Data Integration Banking Solution

Our Customer Data Integration (CDI) solution builds on the capabilities of leading CDI tools such as Oracle's Siebel Universal Customer Master, IBM and WCC. It provides a vertical customer object model in banking and insurance, enabling companies to get a 360-degree view of each customer. It can significantly reduce time-to-market for a specialized CDI solution. Our solution serves as the technology backbone for a customized 360-degree view of the customer's relationship with the organization. It translates into increased efficiency, a superior client experience and effective compliance with regulations.

Single-Source CRM Solution for Retail Banks

This solution addresses retail banks' unique requirements by integrating the Salesforce.com CRM application with in-house customer databases and external third-party systems. It reduces cycle time for customer onboarding by cutting down manual intervention and dependency on multiple systems, promoting efficiency in operations and customer satisfaction.

Microsoft CRM Solution for Wealth Management and Private Banking

Infosys' CRM solution for Wealth Management and Private Banking helps users deal with compliance complexities through its Due Diligence and Know Your Client features. All users are granted system access, with the solution allowing role-based views of data. This eases portfolio management, asset allocation and document tracking. In addition, the solution integrates seamlessly with other systems, thereby allowing updated and accurate client information to flow through all departments. Offering rich dashboards and reports, the solution gives a 360 ° view of the clients. Detailed information capture enables the relationship officer to manage client relationships efficiently.