AcceCentric Salesforce CRM for Banking
Enabling Banks and Financial Institutions to Become Digital Leaders
AcceCentric is complete Banking CRM Vertical for retail and corporate built on Salesforce with the following features: 360 View of customer, Campaign management, Sales management, Complaints and service requests, and Contact center.
Key Features:
- Customer products
- Customer profile
- All open complaints and service requests
- Offers and Campaigns
- Ongoing applications
- Customer interaction capture and display
360 Degree customer view provides a consolidated view of all customer products, channel interactions, service requests, offers and applications. The single view provides a set of visual icons to represent various flags related to the customer such as if the customer is delinquent, is blacklisted, or has low debt ratio or not.
360 view allows the capturing of customer interactions everytime and display the interactions in a timeline.
Key Features:
- Prospect Capture and assignment
- Opportunity Capture and assignment
- Structured opportunity capture
- Sales process configurator
- Tele-sales/ Direct sales queues
- Sales performance reportingdisplay
Sales Management module automates a full sales cycle from prospecting to closure. Management can have complete visibility of sales pipeline. Sales Management Module provides the following:
- Prospect Capturing, eligibility check, assignment and conversion
- Opportunity capture, automatic assignment and routing
- Multi-channel sales process from agent network to branches to brokers
- Service Level Agreements (SLA) for opportunities
- Configuration driven sales process development for any product
- Escalations of opportunities with breached SLA
- Sales pipeline dashboard and reports
- Inbound and outbound sales processes
Key Features:
- IVR based authentication
- Customer 360 view popup
- Tele-Marketing
- Disposition/ Wrap up codes
- Unified agent desktop with single sign on
AcceCentric provides a complete agent desktop solution by providing the following:
- Unified agent desktop provides one window solution for inquiries, maintenance and financial transactions
- IVR/CTI integration by popping up 360 view of the incoming caller
- Complaints and claims capture
- Lead capture and assignment to branch and direct sales agent channel
- Knowledge base
- Customer interaction capture as a call disposition
Key Features:
- Structured complaints and SR capture
- Segment driven SLA
- N level escalations
- Automatic routing and assignment
- Case process configurator
- Case dashboard
AcceCentric allows a bank to offer operational excellence by providing automated workflows for complaints. Once a complaint is captured, it is automatically routed to back office queues for fulfillment. Complaints module offers the following:
- Complaint and Service request capture with structured entry of details
- Automatic routing and assignment of cases by subject
- Segment and channel driven Service Level Agreements (SLA)
- Escalation of cases after SLA breach
- Configuration driven case process configurator
- Case dashboard and reports
Key Features:
- Campaign management
- Campaign activity management
- Campaign dashboard
- Target Market List (TML) Management
- Phone, SMS, e-mail, website banner, etc.
AcceCentric provides complete marketing automation for financial institutions by providing a complete cycle of campaign preparation, launching, execution and distribution. AcceCentric offers the following features for marketing automation:
- Campaign creation, budget tracking and execution
- Target list preparation by customer segmentation
- Activity distribution such as phone calls, e-mails, SMS, etc.
- Scripting support to have personalized dialogs
- Campaign dashboard to monitor the campaign real-time such as leads contacted and converted
Key Features:
- Loyalty Campaigns
- Loyalty points management
- Merchants management
- Awards management Partner portal
AcceCentric provides complete marketing automation for financial institutions by providing a complete cycle of campaign preparation, launching, execution and distribution.
AcceCentric offers the following features for marketing automation:
- Campaign creation, budget tracking and execution
- Target list preparation by customer segmentation
- Activity distribution such as phone calls, e-mails, SMS, etc.
- Scripting support to have personalized dialogs
- Campaign dashboard to monitor the campaign real-time such as leads contacted and converted
Key Features:
- Retrieving the next best action that will be presented to the customer during a mobile banking log-in
- Product Propensities - in order to retrieve what the product offers with their propensity and benefit metrics
- Capture Response - in order to capture responses of the customers to create product offers and actions
The Next Best Action is a customer-centric marketing technique that considers the alternative actions during a customer interaction and recommends the best one. Banks and Financial services always want to know what the next best action is.
AcceCentric’s ‘Next Best Action’ is focused on:
- A high degree of complex rules, analytics and algorithms to better predict customer needs. In turn, we offer more relevant actions and comprehensively lead to improved wallet share and loyalty
- Leveraging Machine Learning capabilities to recommend what to do next for a customer
- Engaging the customer with relevant and coordinated messages and offering across all inbound and outbound channels, such as Contact Centre, Branch, Web, e-mail and social media to maximize profitability and customer loyalty
