SAP Solution Brief

CUSTOMER RELATIONSHIP MANAGEMENT FOR THE BANKING INDUSTRY

Rapidly changing customer needs are at the heart of banking and other financial institutions in the new, New Economy. How well you know your customers and how effectively you leverage that knowledge in the face of intense competition, shrinking margins, new technologies and increasingly demanding customers can make the difference between thriving and barely holding on.
THE POWER OF SERVING YOUR CUSTOMERS

Todays banks must achieve fully integrated yet personalized views of each customer wherever customer interaction takes place, across all lines of business, 24 hours a day, seven days a week, 365 days a year. Whether youre a retail or investment bank or offer a range of financial services, you must find ways to react to changing market requirements and get new products to market faster and more efficiently than ever before. You must maintain customer satisfaction while controlling costs, consolidating and managing global operations all while adapting to new technologies and extending your business to the Internet. To accomplish all that, you need a complete, customer-focused banking solution that: Boosts your abilities to target marketing programs based on comprehensive analytical tools Provides an open, cross-bank platform for collecting all customer information from a myriad of systems and delivering a unified view of each customer Improves customer service and responsiveness Enhances your flexibility to adapt processes and working methods to meet rising customer expectations.

MULTI-CHANNEL CUSTOMER SUPPORT IN THE NEW, NEW ECONOMY

mySAP CRMTM for the Banking Industry is a comprehensive solution that offers banks all the functionality they need to run their organizations efficiently and profitably. The solution empowers employees and customers to communicate via multiple touch points, provides up-to-the-minute customer data from all business areas, and supports target marketing programs and ways to measure their effectiveness. mySAP CRM for the Banking Industry mainly focus on three key Customer Relationship Management areas:

Customer service/channels The solution identifies customer queries such as committed product characteristics and time to maturity of loan about current products and services. An intelligent Knowledge Warehouse delivers customer data about relevant operational processes in the past. You can handle claims and complaints on transactions; manage all service activities such as customer calls and e-mails; plan and track Customer Information System activities, and support marketing, sales and service processes by managing such customer information as master data and key figures. With the solution, you can support the Service Interaction Center with teleservice functions for Computer Telephony Interface, e-mail functions to handle inbound customer service requests, and customer self-service via the Internet.

Marketing program and sales management With this solution, you can focus marketing on creating, maintaining and retaining relationships with your best, highestmargin customers for the entire life cycle of those customers. Plan bank-wide service offerings and market activities to maximize your share of the customers wallet by maximizing the customers banking experience. Manage campaigns such as advertisements, direct mails and promotions. Integrated campaign management functions include planning, executing, monitoring and analyzing campaigns. Capture and follow up on future sales opportunities. The solution includes one-toone marketing over the phone, as well as database marketing techniques such as data mining. Manage, plan and track all marketing activities including customer visits, calls and e-mails. Manage relationship events such as marketing shows, training classes and seminars. Account & profit management Manage customers cash accounts, process the accounts periodically, and provide receivables and payables information between the bank and third parties. The solution lets you compute and deliver bank statements and balance notifications. Profit management with mySAP CRM for the Banking Industry can help you make your banking strategy more customer-focused, profit-oriented, and adaptable to the intense dynamics of the global banking business. Profit management with mySAP CRM for the Banking Industry delivers detailed customer information which tells you who your best, most productive customers are today and who they will be in the future. Use information from profit management with mySAP CRM for the Banking Industry for scoring and segmentation to target the most effective marketing campaigns at the appropriate customers.

SYNCHRONIZED CUSTOMER INTERACTION PAYS OFF

THE MYSAP.COM E-BUSINESS PLATFORM

mySAP CRM for the Banking Industry lets you achieve a single view of the customer across all lines of business, which is a necessity in todays customer-focused business environment. mySAP CRM lets you exploit your information to its fullest so you can target your banking strategy toward customers and profits and adapt it to the intense dynamics of the global banking business. mySAP CRM for the Banking Industry enables you to react more quickly to rapidly changing market requirements and make efficient, cost-effective decisions based on what your customers need. You can improve your customer service by supporting anytime, anywhere communications over multiple customer touch points. And mySAP CRM boosts sales by shortening time-to-market and closely matching new product offerings with customer demand. mySAP CRM ensures that your bank can capitalize on every communication opportunity. Now thats a payoff.
TO GET STARTED...

To remain both competitive and profitable in the new Internet economy, successful companies must be able to work together and openly across traditional enterprise boundaries, collaborating in virtual global networks. With mySAP.com, SAP integrates its extensive business and industry expertise into a comprehensive platform of e-business solutions, services, and technology. By integrating mySAP.com with their business strategy, companies gain lasting competitive advantage, adding significant value and maximizing ROI. The mySAP.com e-business platform is a family of solutions and services that empowers organizations and individuals to collaborate successfully anywhere, anytime. The business solutions provided by the mySAP.com enable any organization, regardless of size, to run its business more efficiently and productively, and to gain significant competitive advantage in the new, New Economy. mySAP.com is based on an open, flexible, collaborative services architecture that supports both SAP and non-SAP systems. mySAP.com creates value by allowing quick response to new business opportunities and by reducing costs, enabling companies to collaborate, integrate, and empower themselves for business success in the new, New Economy you know, the profitable one. To learn more about Customer Relationship Management can help your banking organization....

mySAP CRM for the Banking Industry enables you to reach as many customer contact channels as possible from face-to-face interaction to self-service Web sites. And you make it easy for current and prospective customers to reach you.

SAP AG Neurottstrae 16 69190 Walldorf Germany T +49/1805/34 34 24 F +49/1805/34 34 20 www.sap.com

50 048399 (20/12/13) 2001 by SAP AG. All rights reserved. SAP, mySAP, mySAP.com, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. MarketSet and Enterprise Buyer are jointly owned trademarks of SAPMarkets and Commerce One. All other product and service names mentioned are the trademarks of their respective owners. Printed on environmentally friendly paper.