What is the crm program for hdfc bank?

Answer 1

HDFC Bank has implemented CRMnext solution for bringing the sales process of all the products across all their 2500+ branches on a single platform. Following is a brief case study of CRMnext implementation at HDFC Bank

Challenges

· Single 360° customer view

- Fragmented customer information in various line of business and multiple systems

- Fragmented process for each product line and disparate systems

- Fragmented ownership

· Low visibility and challenges in monitoring

- Cumbersome process for monitoring of TAT

- Time consuming processes for reconciliation and generation of reports.

- Non-availability of status of fulfilment of customer forms and requests.

· Inefficiencies in cross-sell and up-sell

- Highly demanding and sensitive managed customer segment

- Low visibility of information to create opportunities

- Large customer base and associated data management challenges

Solution

· Single 360° customer view

- Customer insight by integration with data warehouse and other core banking applications

- Scalable and fault tolerant technology for hosting more than 25 million customers and 400 million related records

· Enhance productivity by providing

- Product/function specific workflows for end-to-end tracking of the fulfilment processes.

- Consolidation and streamlining of processes across functions and products

- Online accessibility to customer data to more than 15000 users.

· Cross-sell and up-sell capability at customer touch points

- Intelligent segmentation of customers

- Empower customer service and sales teams with automated cross selling and up selling opportunities

Ownership Experience

· Uptime: 100% (March 2008- March 2011)

· Application Quality

- Zero crashes

- Zero application led downtime

- Zero emergencies

From Annual Report 2010-11

"Having enhanced its cross-selling and up-selling capabilities through data mining and analytical customer relationship management solutions, the Bank's technology enables it to have a 360° view of its customers. Your Bank employs event detection technology based customer messaging and has deployed an enterprise wide data warehousing solution as a back bone to its business intelligence system."

Awards & recognitions for CRM

- IBA Banking Technology Awards 2010 Winner - Best Customer Initiative

- IDC FIIA Awards 2011- Excellence in Customer Experience

"We believe in CRMnext. With over 15000+ users & 2500+ branches and multiple integration points, it was hard for any system to match our expectations. But with CRMnext we have enjoyed 99.9% uptime availability and seamless scalability. It just seems perfect."

Rajesh Wagh, Vice President (IT)

HDFC Bank Limited

For more information visit http://www.crmnext.com