CRM

Siebel Application Support at an American Financial Services Company

The Client
A Fortune Top 20 Financial Services company merged with another leading bank. The merged entity resulted in a disparate mix of business processes, tools and systems with varying maturity levels. The new IT environment focused on transaction processing and fulfillment rather than the needs of customers. The company partnered with Infosys to implement a best-of-breed customer service application to address challenges and business requirements

Infosys was responsible for:

• Defining the Customer Relationship Management (CRM) strategy, road map and program management
• Studying and revamping the business process
• End-to-end solution implementation for service request processing with IVR CTI infrastructure
• Resolution of performance tracking
• Leveraging the scale and competencies of both banks to create a single service delivery organization that meets the collective needs of customers
• Ensuring that the management can focus on building relationships, retaining customers and growing business
• Developing a CRM strategy to enable revenue growth, improve operational efficiencies and lower Total Cost of Ownership

Infosys developed a road map to support the bank's customer service model. We recommended a long-term phased approach to overcome change management issues. A detailed fit-gap analysis covered:

• Intra-bank and inter-bank business processes
• Existing systems landscape
• Functionalities for integration of legacy servicing and fulfillment applications
• CRM best practices and Siebel eFinance 7.7

Our team translated the business vision into a scalable and robust end-to-end solution. We conducted a detailed analysis of new initiatives to enhance the functionality of the BASIX application. Finally, we rolled out the BASIX application at different locations.

The company outsourced Tier-3 support activities to Infosys. We developed a plan to support various nightly/weekend batch loads of critical information such as clients' accounts. We monitor the application when new releases are made by holding/cancelling the batch jobs so that they do not impede the release activity. In addition, the application is tested and certified after each release/recycle of servers to confirm if all the functionalities/integration points are functioning optimally.

Infosys' solution realized several benefits:

• 65% of the service requests were resolved in a single call
• Ability to track Service Level Agreements and set client expectations
• Client identification at the Voice Response System level reduced call handling time by 15 seconds
• Enhanced productivity by 23%. Customer Service Representatives serve 37,000 additional clients with the new system
• Reduced Total Cost of Ownership by 56% through innovative planning and the Global Delivery Model
• 92% of service requests are closed within a day. The customer satisfaction score has improved by over 5%
• Sunset of several legacy applications
• Robust and scalable designs, and accurate forecast and timely project execution of new initiatives for the application enhancement driven by Infosys' extensive knowledge of business processes and domain expertise
• Ability to trace and classify service requests from customers. It facilitates timely resolution of issues in an effective manner resulting in satisfied customers