CRM Software in India - SunSmart Technologies

1. nTireCRM Customer Relationship Management Solution Designed to inculcate best practices followed across world and provide critical analytics for Sustainable & Inclusive Growth… • EUROPE | MIDDLE EAST | ASIA | AFRICA

2. About nTireCRM • nTireCRM – is a 100% web based, highly Innovative & Intelligent Lead Management & Customer Relationship Management System designed for Large Enterprises. • nTireCRM handles KYC Process, Customer Acquisition Process fulfilment, Priority Customer Handling, Customer Incident / Interactions, Customer Self Service Portal – extensible through Web, Email, SMS and Telephone. • nTireCRM has Out bound / Inbound Call Centre functionality and is IVR integration ready. • nTireCRM is Unicode based Multi-Lingual compliant with LTR for Arabic. • nTireCRM is accessible Any time and any where on both Internet and Intranet environments.

3. About nTireCRM • nTireCRM is accessible across all devices including Tablets, iPAD, Laptops, Smart Phones, Desktops etc. irrespective of their Operating Systems. • nTireCRM is accessible across all Browsers including IE, Firefox, Chrome, Opera and Mobile default browsers (supports all browsers released after 2002). • SMS & Email Integration (Push & Pull) • Complete Audit Trail enabled • Supports LDAP, AD, Single Sign-on with other apps. • Configurable Workflow with TAT & Escalations • Ready – Built-in Middle Ware for integration with Core Systems for displaying transactional details. • Business Dash Boards, Graphical & Data based Analytics.

4. nTireCRM History • Version released in 2005 • Implemented and successfully operational since 2005 at large enterprises • Has User base : 450,000 • Is Operational in : 142 Countries • Number of Transactions : 3000000 – 4000000 per day • Certified by Microsoft for Performance, Architecture and Scalability • Multi-Tenancy Enabled – Group Companies can use the same application under SAAS model – Private Cloud • Supports Single Server, Cluster, VM Ware, Cloud etc.

5. nTireCRM - Verticals • Banking • Financial Services • Securities / Stock Exchanges • Insurance • Government • Retail • Manufacturing • Health Care / Pharmaceuticals • B2C • B2B • FMCG

6. nTireCRM – Salient Features • Back Office • Master Data Configuration • Zone / Region / Branch / Location Setup • User Roles • Access Control List – Menu Level, Operation Level and Field Level • User  Branch & Product Category Access Rights • Notification Manager – SMS & Email Notifications • Audit Trail Configurations • Database – Archival and Back-up Configurations • Reporting Tool

7. nTireCRM – Salient Features • Do Not Call – Compliant • Upload Data – Online & Offline • Centralized Application for monitoring across the enterprise. • Duplicate Checking of Data • Configurable Workflow to meet the Business Process • Alerts, Reminders & Escalations based on TAT • Outlook & Mobile Calendar Integration • Built-in Middle Ware for Data Inward & Outward Sharing • Centralized Application – Easy to track & Manage across enterprise.

8. nTireCRM – Salient Features • Lead Management • Channel Partner Management • Sales Targets & Incentives • Commissions & Trail Commissions • Third Party Product Sales Management • Electronic Processing of Applications • KYC • Client Acquisition fulfilment • Customer Incidents / Interactions – workflow based • Reassign / Rechurn / Transfer – Leads & Incidents • Communication Management to clients – Email & SMS

9. nTireCRM – Salient Features • Cross Sell & Up Sell • Auto Lead • Priority Customer Handling • Renewals / Premium Collections • Out bound / In Bound Call Center with IVR Integration

10. nTireCRM – Lead Management • Collation of Leads from all channels like Web Leads, Database, SMS Leads, walk-in, Campaigns, Road Shows etc. • Lead workflow / TAT / Escalations • SmartLeads – SMS & Email Campaigns with bounce processing • Cross Sell / Up Sell / Auto Lead • Reassign / Re-churn / Dormant & Trash Leads • Lead Share / Transfer of Leads • Campaigns & Road Shows • Integration to Core-Systems for data authentication • Partner Portal

11. nTireCRM – Lead Management • Call Type / Call nature / Call Stage / Call Priority • Tele Call / Personal Visit Tracking • Tightly Integrated Expenses Processing • Contacts & Activity Management • Merge Leads • Offline Update status from Mobile / Email • Rating of sales/tele-calling teams – Rolling 30 days & Over all Rating and lead allocation based on product / channel and rating…. • Do Not Call Registry support • Performance Monitoring – Product / Campaign / Resource / Branch / Region / Zone / Enterprise Level

12. nTireCRM – Campaigns & Roadshows • Single Product / Bundled Product • Multi Product Campaign / Single Product Campaign • Campaign Budget / Approvals / Activities / Attachments / Scripts • Email / SMS to Campaign Database • Campaign Success / Profitability Reporting • Location based Campaigns & Road-shows • Dynamic Survey Management • Call History | Communication History • Campaign / Product Termination • Product based Status / Response Configurations

13. Customer Incidents / Interactions • Collation of Incidents / Interactions from multiple channels – Web, SMS, Email, Walk-in, Physical Letters, External Agencies (Ombudsman, Partners, Government Agencies, Legal Entities etc.). • Workflow configuration based on data input with allocation logic & TAT. • Easy integration with Core-system for displaying customer transaction data / customer data etc. • Reminders & Notifications to Customers • Reminders, Escalations & Notifications within enterprise. • Auto Email / SMS / Web Incidents processing.

14. Customer Incidents / Interactions • Team Bucket | Individual Allocation | Alternate Users • Complete Email Tagging – In & Out • Agent Portal / Partner Portal for Tracking & creating Incidents • Configurable Categories / Sub Categories to “n” Level and step wise guidance by system. • Transfer / Reassign / Sharing of Incidents • Complaints | Queries | Representations • Disposal of Closed incidents with root cause analysis • Multi Incident Closure with single click • Searchable Knowledge base & FAQ • Internal Queries with complete history

15. Case Study : Banks & Finance • Implemented at several large & medium Banks • Using: Lead Management, CRM, Electronic Application Processing, Priority Customer Handling, KYC, Logistics, Knowledge/Training/Assessment Management (ntireKTA), Document Management Modules. • Used across all SBUs viz. Assets, Retail, Cards, Business Banking, BancAssurance, Securities, etc. • Integrated with the Core Banking, Core Insurance, Core Loan Management, Core Credit / Debit Card, Core Wealth Management systems for two way data communication. • Used by Sales Team, employees and call centers

16. Case Study : Banks & Finance • nTireCRM is single window application for Sales & Marketing, Customer Service, Business, Call Center, Back Office, Business Process and Management MIS teams. • Integrated to all channels viz. Email, SMS, DB, Walk-in, Website, Portals, Physical Courier etc. • Customers / Leads can communicate through Email / SMS for automatic results. • “Click2Call” – unique function enables leads & customers organize call back facility within seconds. • “SmartLeads” – unique Lead function enables running of SMS & Email Campaigns and based on customer feedback generates leads to call centers & sales team.

17. Case Study : Banks & Finance • Do Not Call Repository – helps in not calling registered Leads / Customers. • IVR Integration and play back of voice recordings • On entering Transaction Reference / Customer ID / Account Data, system flashes all the information viz. Customer Data, Open Incidents, Closed Incidents, Transactional Data (across multi relationships), Customer Relationship Data. • Provision available to send statements and other related information to the customer within clicks in a secured way.

18. Case Study : Banks & Finance • Configurable workflow for Leads & Customer Interactions (Complaints). • Compliance to the regulations of Central Bank and Government guidelines. • Customer Portal for tracking of status & viewing of transaction status / Innovative & Interactive Intelligent Statements (InstiView). • Auto Reading of Emails & SMS messages and create Leads & Customer Interactions. • SMS / Email Notifications, Alerts, Reminders and Escalations. • Business Dash Boards & Graphical , Data Reports

19. Case Study : Banks & Finance • Auto Tracking of Inactive Customers and make them transact.. • nTireCRM has inbuilt, user friendly, English based Rule Engine (e.g. customers not transacting last 30 days etc.) using which any number scenario can be built and the resulted list can be auto-configured for: • Personalized Email • SMS • Campaign with Call center (e.g. loan on phone, BOT etc.) • As an excel / .csv out put to third party tools • Success Rates of this is the best part of nTireCRM

20. Case Study : Banks & Finance • Saving Cost and Boosting Performance Scenario 1…. • User updates status as “Appointment” with stage “Document Collection” • System sends notification to customer automatically about the agenda in addition to list of documents required for that product and option for confirm & reschedule from his mail itself. • On confirm, creates Outlook & Mobile Calendar entries which will do auto reminder to the customer and employee without any further notification. • Reschedule will enable advance notification to the employee and saves from unproductive work…

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22. Thank You! Any Queries? Visit us at : www.sunsmart.co.in Email us : sales@sunsmart.co.in