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Confidential Slide 2
Information Technology
3 Way Forward
► Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience
► More Mobile Apps…
Confidential Slide 3
Information Technology
3 Way Forward
► Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience
► More Mobile Apps…
Confidential Slide 4
1 Predictions - 2016 and Beyond
200
20 years for first 100 million users; 2-3 years for second 100 million;
1 - 1.5 years for next three 100 million each
Source: Boston Consulting, Accenture
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1 Predictions - 2016 and Beyond
15.8%
0
2003 2010 2020 (Base)
% share of direct
~0% 3.9% 33% channels
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1 Predictions - 2016 and Beyond
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1 Predictions - 2016 and Beyond
By 2018, 2 million employees will be required to wear health and fitness tracking devices
as a condition of employment
Worries about system data will be dwarfed by concerns over personal, behavioral and
health data
Source: Boston Consulting, Accenture
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1 Predictions - 2016 and Beyond
Virtual personal
assistants (VPAs) for
workforce productivity
would be on the rise
By 2020, smart agents will facilitate 40% of mobile interactions, and the
post-app era will begin to dominate
Source: Gartner
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1 Predictions - 2016 and Beyond
Through 2020, Smarter and Faster Business Decisions
6 Big Data
Will Be a Key Driving Force of IT Innovation.
Confidential Slide 10
Information Technology
Way Forward
► Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience
► More Mobile Apps…
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
1 Social Media
Customer Care
Actively using leading social media
platforms such as Facebook, YouTube,
Advertisement/Marketing
Twitter, Google+ to engage with customers
ORM / Branding
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2 Current Technology Trends and Our Journey
Reliance Life Insurance has introduced ‘Shop Now’ feature on Facebook for online policy sales/
lead generation. The page has over 271,570+ likes
Customers on Reliance Securities Facebook page can use ‘Sign UP’ feature for opening Reliance
Securities Trading Account
Customers on Reliance Mutual Fund (RMF) page can use applications such as ‘RMF Risk Profile’ ,
& ‘Goal Calculator’. The page also provides channel to contact customer support / Generate leads
and provides informational videos to prospects/existing investors. The page has over 1,291,144
likes
Reliance Commercial Finance (RCF) Facebook page boasts ‘Ask the experts’, which is a knowledge
series by Anu Kapoor dedicated to customers
RMF is using WhatsApp for selected transactions and Customer Support. RGI is also using
WhatsApp for customer servicing. Facebook is being by RGI for Go Fit and Child Safety campaigns
Confidential
We are present on
Slide 15
2 Social Media - Reliance Mutual Fund
Objective - Drive greater engagement Objective – Use Twitter as a medium to Objective - Drive awareness and
with a relevant TG of 25 - 34 year olds Amplify communication e.g. Live consideration about ETFs on LinkedIn
Tweeting from the Bloggers’ meet with
the hashtag #LambiInningsKiTaiyari
Confidential Slide 16
2 Social Media - Reliance Life Insurance
Do Good Campaign
270,415
Confidential Slide 17
2 Current Technology Trends and Our Journey
2 Mobile
Field Force
Empowerment o Direct Sales and Support - Account
Openings, Quotes, Illustrations, eKyc,
Document Submissions, Receipt Printing,
Collections etc.
Leads and Acquisitions
o Customer Engagement - Product /
Portfolio information, Customer support,
Mobile services etc.
Customer Engagement / o Field Force Empowerment -
Education
On Demand Information Dissemination,
Training, Performance Dashboards, Lead
Managements
Branding & Positioning
Confidential Slide 18
2 Current Technology Trends and Our Journey
Reliance Mutual Fund - Investor Mobile Application With this App, Reliance Mutual Fund
Investors can:
3) Investor Services
• Account Statement View
• NAV details
• Locate our Branches, Service Centers &
Distributors
• Contact Us
• Subscribe to reports for Markets, News and
Factsheet
4) Dynamic Calculators
Goal Planner, SIP Calculator, Retirement Planner,
EMI Calculators
Confidential Slide 19
2 Current Technology Trends and Our Journey
Confidential Slide 20
2 Current Technology Trends and Our Journey
1) Simplicity
• One Click Investment
• One Click Withdrawal
• One Scheme - Cash Plan
2) Automation
• ARN hardcoded
• Display of ARN Name
• Life Long Folio/ ARN tag
• No Direct Scheme Option
• Multiple payment option including OTBM i.e.
One Time Bank Mandate
• Optional Reliance AnyTime Money Card
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
Reliance
Motor plus
Features:
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2 Current Technology Trends and Our Journey
Motor Pre-
Inspection
Survey
RMPIS is used for Vehicle inspection
before underwriting the policy
Features:
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2 Current Technology Trends and Our Journey
Features:
• Customizable watch list
• Get stock quotes & Live streaming Market
Watch
• Transfer and withdrawal of funds
• Real-time charts on NSE and BSE
• Portfolio Tracker, Order status & day / net
positions, after market Order
• Convert and square off open positions
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
3 Analytics
• Sentiment Analysis
Customer Insights • Social Media Analysis
• Click Stream Analytic
• Lead Generation
Marketing • Campaign Management
Analytics • Customer Segmentation
• Sales Performance
Channel Execution • Profitability
• Next Best Offer
• Custom Modeling
• Customer Linkage and Identification
Capability Developments Capabilities (Customer One View)
• Workflow Process Improvements
• Personalization
Confidential Slide 43
2 Current Technology Trends and Our Journey
Stage 5:
Stage 4:
3 Analytics Stage 3:
Stage 2: Analytical
Analytical Competitors
Analytical Companies
Stage 1:
Localized Aspirations
Analytical Analytics
Study By: Accenture Novice
• Less effective leaders who • The analytics capability is run • Limited number of leaders • Leaders exhibit a passion for • Leaders have mastered
display minimal interest or as business as usual in the understand and believe in the analytics, build and develop analytics to achieve a
Analytics Vision understanding in analytics, respective business units and impact analytics can have on teams to execute the leadership position in their
& Strategy and have trouble garnering there is a lack of structured the organization. strategy. Analytics is viewed industry. They have
support, building teams or decision making processes. as an enterprise asset and a effectively leveraged the
executing upon the strategy. competitive differentiator. analytics ecosystem
• Business units request IT to • Data dictionary exists but is • A comprehensive and • Data is of sufficient quality for • Data for the purposes of
extract/provide data on an ad- fragmented and IT focused, business relevant data decision making. Well-defined decision making is embedded
Information hoc basis. without business context. dictionary is readily available processes are in place to into the management
Management and integrated with robust improve quality of data as processes and readily
maintenance processes. needed. available to decision-makers.
• Primary focus on tactical • There is some form of • Full range of models • Techniques used include • Full range of real-time models
objectives, e.g. acquisition framework and process to the developed, including advanced techniques (e.g., developed using variety of
Insight and cross-sell deployment of analytics prospecting, customer CHAID, CART, neural, techniques, with application to
Generation capabilities. development, customer genetic algorithms) in addition customer strategy and future
loyalty/churn, revenue to regression trend prediction
management, etc.
• Organization has little or no • Organization has limited • Organization has capability to • Organization has capability to • Organization uses the best in
Value-led capability to derive insights capability to derive insights derive insights from data derive insights from data class analytical capabilities
from data using predictive from data using predictive using predictive analytics with using predictive analytics and and performs value led
Implementation analytics analytics limited focus on value rigorously monitors experimentations of designing
incremental value and modifying processes
• Few analytical skills or roles • Unconnected pockets of • Analysts recognized as key • Highly capable analysts • World-class professional
Analytics • Attached to specific functions analysts talent and focused on explicitly recruited, developed, analysts; cultivation of
Capabilities & • Different skill levels of important business areas deployed, and engaged analytical amateurs across
Infrastructure independently run teams • Limited cross-functional the enterprise
engagement
Confidential Slide 44
2 Current Technology Trends and Our Journey
CV Acquisition Scorecard
Model Developed and implemented in Loan Originating System (LOS) for generating credit scores of
the applicant. Implemented model shows significant drop in First Payment Default(FPD) numbers
(~50% Drop in FPD)
Mortgage Customer Retention - Predictive Modelling
Customers segmented into attrition risk segments as per statistically significant demographic,
geographic, repayment and bureau variables. Customers are taken for campaign and offers are given
to stay back
Collections Management
Models developed for predicting delinquency and performed cost-productivity mapping for scientific
agency allocation and capacity management
Risk Based Pricing - Auto and Mortgage
Risk based pricing models developed for differential pricing which accommodates the credit risk of
individual customer
HL Scorecard
Model for Home Loans (except AH) is able to predict 68% of the Defaulters in the top 3 deciles
Confidential Slide 45
2 Current Technology Trends and Our Journey
Daily Dashboard for New Business, Renewal & Persistency sent to all stake holders
Various Analytics models designed:
• Predictive retention - A model to classify customer based on lapse propensity
• Reinstatement model – Identifying lapsed customers for reinstatement
• Advisor persistency model – Propensity model for increase in Agency Activisation
• Claims model – Pilot project to evaluate early claim trend
• Underwriting model to strengthen underwriting grids and guidelines
• Claim fraud analytics
• Refinement/recalibration of Lapsed/Reinstatement models to improve 13th month persistency
• Identifying Upsell Opportunity for E-Sale customers
Some of the early benefits seen are:
• Increase in renewal collections from high risk customer group
• Increase in reinstatement campaign resulting in higher reinstatement collections
• Accurate data driven by Data Quality initiative helping in better decisions
Confidential Slide 46
2 Current Technology Trends
Glimpse of few and Our Journey
initiatives
3 Analytics
Confidential Slide 47
2 Current Technology Trends
Glimpse of few and Our Journey
initiatives
3 Analytics
Confidential Slide 48
2 Current Technology Trends
Glimpse of few and Our Journey
initiatives
Reliance Securities
Tick (Beta Launch) - The new platform for cash and derivatives trading, which will provide
customers with a real time portfolio monitoring, integrated market watch across various platforms,
market news & company information on a single click, technical breakout alerts, analysis via
advance charting tools and various other indicators
Hourly Trading Dashboards - Trading volume dashboards are flashed on an hourly basis to
central, region & branch teams
R advantage - Loyalty Program - Reward point program based on customer trading pattern
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2 Current Technology Trends
Glimpse of few and Our Journey
initiatives
Equity Analytics - Visual Dashboard on Trends, Day to day Portfolio Value, & other important
market feeds
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
Objective Setup private cloud and subsequently move to Hybrid Cloud Adoption
Our private cloud and DC consolidation exercise is benefitting through INR 4-5 crore savings
annually. Other benefits have been:
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2 Current Technology Trends and Our Journey
53
… … … … …
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2 Current Technology Trends and Our Journey
IVR, Web Chat, Video Chat and Messaging Application Integrations have been carried
out for different communication channels
All our products sections and customer servicing channels are being modernized for
enhance user experience and ease of doing business with us
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2 Current Technology Trends and Our Journey
And …
How Are We Doing?
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
Source: Google
Confidential Analytics
Slide 58
2 Current Technology Trends and Our Journey
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2 Current Technology Trends and Our Journey
Reliance Capital Asset Management
Campaign - Analytics
Confidential Slide 60
2 Current Technology Trends and Our Journey
Reliance Capital Asset Management
#LambiInningsKiTaiyari
2.45+ Mn 1.3+ Mn
Video Views on the Reliance Trended organically on Twitter in
Fans on Facebook with a
Retirement Fund TVC on Mumbai for 1 hour due to the live
4.8% Engagement Rate –
Youtube tweeting in the Blogger’s Meet event
highest in the AMC industry
1300+ Entries in the #ThanksMaa Contest on Facebook and Twitter – with 2 Mn+
impressions and a 232% increase in Engagement Rate
~70k+ 110k+ 8L +
Followers on LinkedIn and Downloads of the new mobile app Visits to the new website due to
Confidential Slide 61
Information Technology
3 Way Forward
► Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience
► More Mobile Apps…
Confidential Slide 62
3 Way Forward
3. User Experience
7. IOT
9. IT Security
Confidential Slide 63
3 Way Forward - What is imperative for us…
Confidential Slide 64
Thank You