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If we focus on results, things will not change if we focus on change, we will get results

If we focus on results, things will not change if we focus on change, we will get results. The department is in a transition process and the new language is get the business. There has been a significant increase in the amount of new business that has been acquired since the transition started.

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If we focus on results, things will not change if we focus on change, we will get results

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  1. If we focus on results, things will not change if we focus on change, we will get results

  2. The department is in a transition process and the new language is get the business. There has been a significant increase in the amount of new business that has been acquired since the transition started. But as a wise businessman said recently, “it’s not about getting the customer, but about keeping him” In other to keep the customer, we must be ready to solve whatever problems he has in a timely and professional manner.

  3. Reality The department is not currently equipped to support customers (branches) in a timely and efficient manner.

  4. Existing Model ebusinesssupport Cards Payment & Collections Self-Service • Verve (Debit Card) • Visa (Debit Card) • Collections • Paydirect • Unioncollect • Pay4me • Payoutlet • E-Pay • FRSC • Autoreg • Payment • Uniongalaxy • Corporate pay • Union Instant Pay • ATM • POS • Internet Banking • Mobile Banking • Dispense Error • SMS alert

  5. Branch Branch ebusinesssupport Branch If 398 branches have challenges on 10 products and each sends an email, then the below will be the result If a reply is sent 3980 emails 7960 emails per day

  6. Challenge of Existing Model • Inability to properly track support requests from branches • Difficulty in accurately determining resource /support need • Inability to provide for increased support need • Limited resources wasted in mail exchange

  7. Proposed Model Union Instant Pay Branches Paydirect Unioncollect ATM Pay4me POS Payoutlet Internet Banking E-Pay Dispense Error E-Product Support Application FRSC SMS Alert Autoreg Verve Visa Union Galaxy Corporate Pay Mobile banking The application properly categorizes the issues, based on the product and provides a proper log of support requests made.

  8. Sample/ Format of Reports Union Instant Pay Password reset Creation Request Failed Transaction Paydirect Password reset Creation Request Failed Transaction Internet Banking Paydirect Internet Banking Union Instant Pay Paydirect Internet Banking Union Instant Pay Paydirect Internet Banking Union Instant Pay Paydirect Internet Banking Union Instant Pay Paydirect Internet Banking Union Instant Pay Password reset Creation Request Failed Transaction Union Galaxy Password reset Creation Request Failed Transaction BRH 1 BRH 2 BRH 3 BRH 4 BRH 5

  9. Features of Application • Ability to keep a proper log of requests made • Time spent in resolving issue can be determined • Can provide proper report that can be used to determine resources required • Reports can be product based and also branch based • Provides proper data for ALCO report • Application will help is display GAP in support Cost of Application • Free (designed and developed by ebusinesssupport/IT)

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