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YES Bank : Collaborative Customer Relationship Mgmt

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PCQ Bureau
New Update

YES Bank, a private sector bank present across all major cities in India,

believes that technology is a fundamental process in binding customer

expectations and their needs. The on-premise YCCRM (Collaborative Customer

Relationship Management) App aims to create a mutually beneficial relationship

with current and potential customers, by logging-in complete life cycle of

customer values starting from lead to closer of sales and then servicing by

logging their grievances/queries/requests received from across all retail

branches, call centers, and NOCs into a centralized system.

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The organization decided to have YCCRM with two logical separation models:

pre-acquisition cycle for customers and post-acquisition service cycle for

customers with self-servicing functionality in the system. The organization

faced challenges in terms of convincing the business about using Open Source CRM

software and customizing it.

However, after the deployment there has been improvement in customer

acquisition (sales leads) and cross selling of products. It is also integrated

with Google, Yahoo, etc, for collaboration. In future, the organization would

also like to go for data analysis and data warehousing.

Project Head

Suvanjay

KSharma



Vice President



Project Specs


Deployment Location: At YES Bank data

center and accessed over the WAN from all branches

Tech Used:

Hardware: IBM X Server, IBM SAN

Software: RedHat Linux Enterprise

Edition 5, OS level virtualization with UAT and Production on same box;

JBOSS, JAVA, JSP, and Hibernate; Postgres enterprise database

Services and support

utilized:




RedHat Linux Premium Support.


SLA based L1, L2, L3 Support with Wipro

Expected life:

3-4 years

Implementation

Partner




NA

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