CRM MODULE

Snapshot of the presentation 1. CRM/customer and competitive necessity 2. Importance and Effects of CRM 3. CRM Areas 4. Existing CRM Process 5. Shortcomings of Existing CRM Process 6. New & Improved CRM Process 7. Comparison between Existing & New CRM Process 8. Advantage of Improved CRM Process 9. Queries & Suggestions 10. Thanks for your valuable time and consideration

Definition of CRM
Customer Relationship Management (CRM) is the integration of sales, marketing, service ,support strategy, process, people and technology to maximize customer acquisition, value, relationships, retention and loyalty. Its a synonym for process and strategies regarding individualize relation between enterprises and customers with the goal of capturing trust of existing customers, extending customer relationship across the entire customer life cycle ,winning new customer, improving competitiveness and business success by optimize the profitability of individualized customer relationship.

Importance and Effects of CRM

In a any Real estate sales lifecycle, the real estate company has to communicate with the customer on numerous occasions such as milestone completion, demand letters for payment, maintenance related communications etc. Several of these issues are sensitive and any errors/redundancy can cause a serious damage to the customer relationships as well as company image and Subsequently client may take the disadvantage of the above. With an effective CRM systems, it is possible to configure the real problems and infuse updated and right information in one go through automated communications to avoid any confusion and irritation amongst customers. CRM Process starts from sales point and lasts till possession however the effects of CRM system commences from the launch of a new project and it never ends.

Orientation of CRM
PRODUCTS Types of units Specification of Units Location of projects Features of projects etc. SERVICES Updated information of customer Ac. Regular communication of progress of units. Transparency of Payment details, interest levied, Holding charges, Documentation etc. Common message to customers Appraising customer about the next stage he is graduated like demand letters, outstanding details etc.

Existing CRM Process

(St-1)

Sending OOP

( Demand Letter, SOA , Maintenance Agreement and Document checklist )

(St-2) CUSTOMER PAYS ALL OUTSTANDING& SUBMIT ALL DOCS

Constraints If Dues /Docs pending no Follow up, No fix TAT -

(St-3) DOCUMENT VERIFICATION (St-4)INTEREST CALCULATIONS (St-5) CREDIT VERIFICATION

(St-6)

RECOVERY LETTER HOLDING CH ARGES)

(INTERST & Recovery charges SAP created in

(St-7)CUSTOMER CLEAR ALL DUES ALONG WITH INTEREST

(St-8A)

Letter for Fit

- outs

(St-8)

AUDIT CHECK OC CLEAR

OC Not Clear

(St-9)

STAMP DUTY APPROVAL Registry done

&

Shortcomings of the Existing Process Customers are not informed about all dues including interest ,holding, maintenance etc. at one time in between step 1 and step 2. No TAT decided between step 1 and step 2. Holding charges should be clear at step 2 only. Registry applied (a week time)date should be taken from customer at step 2 only with mutual consent. File movement is very high as file is checked almost at every step.

Process can be
Recovery Charges creation in SAP

(St-1)

Sending OOP

Ledger correction

NOC from bank to make unit lien free

(Final Demand letter, SOA (with payment details), Maintenance Agreement and Improved system Document checklist) (Soft copy also to be sent)

Contact details on OOP

Alert Email/SMS Reminder in 15 days from OOP

CRM will update The docs in CRM module Internal mail shoots to SAS once docs are complete

IF NO

(St-2) CUSTOMER PAYS ALL DOCS & DUES IN 30 DAYS with interest AOD

IF YES
CREDIT CHECK

Payment Due- Reminder & Demand Notice with holding charges. Documents Due- Reminder & Holding charges

Email on 31st day

AUDIT CHECK

OC Not CLR

OC CLEAR
This process continues fortnightly till all pendency clear. Holding charges stop if client commits particular date for registry on the very day.

Thanks email with With Registry Date

STAMP DUTY APPROVAL

Letter for Fit-outs

OC CLR

Email reminder before registry date with rescheduling notice of max 15

If client doesnt come on the date committed by him / holding charge starts on after 5 days from that date

Registry Reminder mail

REGISTRY DONE

SOA
Statement of Account
Full Name & Address
UNIT NO UNIT TYPE BSP (Per sq Area (sq ft) Area Type Booking Date Allotment Registration 02-Jul-2008 03-Feb-2012 CLUB MEMBERSHIP EC & STP UCC ABC

TOTAL CHARGES (I)

BASIC SALES VALUE EDC ENHANCE EDC IDC PLC

REGISTRATION CHARGES (II) 0 0 0 0 0 0 0 0

STAMP DUTYCHARGES CONVEYANCE DEED 0

Interest Due Interest receiv ed Interest w aiv ed Cheque Bounce Charges Holding Charges

2BH/PLOT
0 0 Mcf/Non mcf 02-Jul-2008

FINAL SUMMARY
GRAND TOTAL AMOUNT (I +II) AMOUNT RECEIVED NET PAYABLE AMOUNT Un Due (Future Due) 0 0 0 0 Received Due Days Total Amount 0 0 0 0 0 0 0 0 0 0 9,837 3,820,000 150,000 614,000 382,000 382,000 382,000 382,000 382,000 382,000 382,000 382,000 9,837 0 0 0 0 0 0 0 1 0 35 163 Balance Base Balance ST Total Balance (Rs.) 0 0 0 0 0 0 0 0 0 0 0 0 0 19060 47750 66810 133,620 133,620

Description of payments
s no Schedule Description Due Date Base Amount (Rs.) 1 2 3 4 5 6 7 8 9 10 On Application On-Allotment 01st Installment 02nd Installment 03rd Installment 04th Installment 05th Installment 06th Installment 07th Installment 08th Installment Total 02-Jul-2008 01-Aug-2008 31-Oct-2008 31-Jan-2009 30-Apr-2009 31-Jul-2009 31-Oct-2009 31-Jan-2010 30-Apr-2010 15-Nov -2010 150,000 614,000 382,000 382,000 382,000 382,000 382,000 382,000 382,000 382,000 3,820,000 03-Feb-2012 7912 17280 47750 75000 147,942 3,967,942 0 0 0 0 0 0 0 0 0 9,837 9,837 0 1780 0 7725 9,505 19,342 150,000 614,000 382,000 382,000 382,000 382,000 382,000 382,000 382,000 391,837 3,829,837 7912 19060 47750 82725 157,447 3,987,284 R.No. cash/ch no 0 R.No. cash/ch no 0 R.No. cash/ch no 0 R.No. cash/ch no 0 R.No. cash/ch no 0 R.No. cash/ch no 0 R.No. cash/ch no 0 220 0 7,692 7,912 0 0 0 0 0 7,912 R.No. 1,42 R.No. 1,39 R.No. 1,41 R.No. 1,4 29-Oct-2011 29-Oct-2011 29-Oct-2011 29-Oct-2011 29-Oct-2011 21-Oct-2011 19-Oct-2011 20-Oct-2011 R.No. 25 R.No. 395 R.No. 674 02-Jul-2008 01-Aug-2008 31-Oct-2008 31-Jan-2009 30-Apr-2009 08-Apr-2009 08-Apr-2009 01-Feb-2010 29-Apr-2010 20-Dec-2010 27-Apr-2011
2-Jul-08 1-Aug-08 31-Oct-08 31-Jan-09 30-Apr-09 31-Jul-09 31-Oct-09 31-Jan-10 30-Apr-10 15-Dec-10 15-Dec-10

ST

Total Amount Due (Rs.)

Interest Charged

Type RT NO/CH NO

Receipt Date

Ch./DD # & Date

Received Base Amount 150,000 614,000 382,000 382,000 382,000 382,000 382,000 382,000 382,000 382,000

Received ST Amount

Amount Amount 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 17280 47750 65030 229,024 229,024 0 0 0 0 0 0 0 0 0 0 0 0 0 1780 0 1780 1,780 1,780

9,837 3,829,837 0 0 0 7725 7,725 7912 0 0 82725 90,637

Other charges
1 2 3 4 Interest Charges Maintenance Charges Sinking Fund Pow er Backup Charges Total Grand Total 7912 0 47750 75000 130,662 3,950,662

17,562 3,920,474

Cooperative Analysis of SOA

S no Particulars
1 2 3 4 5 6 7 8 9 10 11 Payment Details Total Amount Due Total amount Received Receivable Details Event Demand Details Delay days for each payment Interest details with dues Service Tax Details Future Undue details Cheque Details Receipt dt details

Existing SOA Updated SOA

Y Y Y N N N N N N N N Y Y Y Y Y Y Y Y Y Y Y

I asked life why are you so complicated??? Life smiled and said people never appreciate simple things.

Thanks for your valuable time and suggestions

Sarika Mishra