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.
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 |
Project Specs |
Deployment Location: At YES Bank data center and accessed over the WAN from all branches
Tech Used: Software: RedHat Linux Enterprise Services and support Expected life: Implementation |