Crm.pdf
This document was uploaded by user and they confirmed that they have the permission to share it. If you are author or own the copyright of this book, please report to us by using this DMCA report form. Report DMCA
Overview
Download & View Crm.pdf as PDF for free.
More details
- Words: 6,762
- Pages: 66
Loading documents preview...
TEMENOS T24 CRM Customer Relationship Management
User Guide
No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of TEMENOS Holdings NV. Copyright 2005 TEMENOS Holdings NV. All rights reserved.
Customer Relationship Management
Table of Contents INTRODUCTION ................................................................................................................................. 4 APPLICATION OVERVIEW................................................................................................................. 5 SETTING UP THE SYSTEM ............................................................................................................... 6 INSTALLATION OF PRODUCT....................................................................................................... 6 CUSTOMER..................................................................................................................................... 8 CR.PROFILE.TYPE ....................................................................................................................... 12 CR.PROFILE.................................................................................................................................. 13 UPDATES TO DE.ADDRESS ........................................................................................................ 18 CUSTOMER SINGLE VIEW .......................................................................................................... 19 CUSTOMER CONTACT INFORMATION ...................................................................................... 21 CR.CONTACT.LOG.PARAM...................................................................................................... 21 CR.OTHER.PRODUCTS............................................................................................................ 25 CR.CONTACT.LOG.FUTR and CR.CONTACT.LOG.HIST ....................................................... 26 CR.CONTACT.LOG.FUTR......................................................................................................... 26 CR.CONTACT.LOG.HIST .......................................................................................................... 28 CAMPAIGN and OPPORTUNITY .............................................................................................. 28 CR.CAMPAIGN.DEFINITIONS .................................................................................................. 28 CR.CAMPAIGN.OPPORTUNITY ............................................................................................... 31 PROSPECT MANAGEMENT......................................................................................................... 33 SET UP .......................................................................................................................................... 34 CUSTOMER PROSPECT .......................................................................................................... 42 CUSTOMER.PURGE ................................................................................................................. 43 SALES OPPORTUNITY MANAGEMENT ......................................................................................... 44 Overview of Input and Processing ................................................................................................. 44 Definition and input of parameters and controls......................................................................... 44 COMPANY and LOCKING file ....................................................................................................... 44 CR.OPPORTUNITY. PARAMETER ........................................................................................... 45 CR.OPPORTUNITY.DEFINITION .............................................................................................. 46 CR.OPPORTUNITY.GENERATOR............................................................................................ 47 CR.CAMPAIGN.GENERATOR .................................................................................................. 50 CR.CUST.OPPOR.HIST ............................................................................................................ 51 CR.OPPORTUNITY.................................................................................................................... 51 CR.OPPORTUNITY process creation for propensity ................................................................. 54 CR.OPPORTUNITY process creation for Campaign ................................................................. 54 Enquiry for CR.OPPORTUNITY ................................................................................................. 60
TEMENOS T24 User Guide Page 2 of 66
Customer Relationship Management
Relationship Table.......................................................................................................................... 61
TEMENOS T24 User Guide Page 3 of 66
Customer Relationship Management
INTRODUCTION Throughout the past 15 years high levels of transaction automation have been achieved within the financial services industry through the use of integrated banking packages such as TEMENOS T24. These efforts have largely been directed at “back office” transactions with the result that this area has now become highly automated. With the introduction of multi channel banking, banks are having to differentiate themselves not only on the products and services that they are able to provide though the investments that they have made in back office automation but increasingly in the way that they are able to interact with the client. The client now owns the client-bank relationship and is able to dictate how they will interact with the bank. Gone are the days when the client had to come to the branch to do business, now they can simply get on-line or phone the call centre. Shopping around for banking services and has never been easier. Consequently, banks are having to try harder to retain their existing clients, increase ‘wallet share’ and to attract new clients. Every contact with the client be it in the bank, via a call centre, at an ATM or on the web needs to be treated as an opportunity to retain and cross or up sell the client.
The role of technology in this environment is critical. When the client contacts the bank they expect to receive the same levels of service and access to information across all channels. The customer experience must be consistent throughout and information must be accurate and updated in real time. Any bank employee who may come into contact with a client needs to be sales aware and have access to the necessary information about the client, his recent activities, long term goals as well as the products and services that the bank is able to offer. The concept of CRM systems has been around for a long time and it is now more relevant than ever. Whilst TEMENOS T24 does not currently have a “CRM Module” it has the potential to offer significant CRM functions by virtue of its client centric and integrated nature. However, this capability has yet to be fully exploited and this document sets out to propose a number of enhancements that would transform TEMENOS T24 from a world class back office system to a leading integrated front and back office solution.
TEMENOS T24 User Guide Page 4 of 66
Customer Relationship Management
APPLICATION OVERVIEW T24 Customer Relationship Management is aimed at client-bank relationship. The module aims at bringing all customer information relating to products used, accounts, personal details, contact details and campaigns together. Since customers can now interact with the bank through multiple channels, the ability to provide the above information across all channels is critical. A lot of times a client may interact with the system while sometimes it might be with a bank agent or staff. A distinction between the two should be indicated. The application shows the following information which is held together in various tables Client Static Data – Name, profile, goal etc. Client Products - All financial products for the clients with the bank including recently matured products and current applications. Client History - A history of all interactions with the bank including recent transactions, mail sent and received, all attempts to sell to the client and all visits to the bank, website, call centre, ATMs etc Future Client Events – All scheduled transactions and mailings, which includes payments like mortgage coming up etc. Potential Client Sales – Suggestions based on rules based analysis of client and related history and profile as to what additional products and services which can be sold to the customer. All campaigns will be highlighted.
TEMENOS T24 User Guide Page 5 of 66
Customer Relationship Management
SETTING UP THE SYSTEM INSTALLATION OF PRODUCT On receipt of the product code this must be entered into the SPF file called SYSTEM.
Figure 1 Product codes in the SPF
The product must then be included in the COMPANY records as required.
TEMENOS T24 User Guide Page 6 of 66
Customer Relationship Management
Figure 2 – Sample SPF screenshot
AUTO.ID.SETUP Auto ID has to be setup for the 3 applications mentioned above in the COMPANY screenshot. A sample is shown below.
Figure 3 – AUTO.ID.START
Sequencing for different tables are shown below
CR.CAMPAIGN.OPPORTUNITY – ‘CRCO’YYJJJnnnnn where YY=Year, JJJ=Julian Date and nnnnn=sequence number
TEMENOS T24 User Guide Page 7 of 66
Customer Relationship Management
CR.CONTACT.LOG - ‘CR’YYJJnnnnn CR.OTHER.PRODUCTS – ‘CROP’YYJJnnnnn CUSTOMER
CUSTOMER template has been updated to incorporate new fields required for CRM. The fields are shown below with more information available in the CUSTOMER user guide. The details of the fields added to CUSTOMER are as below
Field Name
Type
Description
35,A Linked to PROFILE.TYPE table
XX
Linked to PROFILE table
XX>PROFILE NOINPUT
Can have any of MR_MRS_MS_MISS_DR_REV
TITLE
6
GIVEN.NAMES
50,A
Name of the customer
FAMILY.NAME
50,A
Family name of the customer
GENDER
6,A
MALE_FEMALE
DATE.OF.BIRTH
11,D
MARITAL.STATUS
11
NO.OF.DEPENDENTS
2
PHONE.1
17,ANY
SMS.1
17,ANY
EMAIL.1
35,ANY
these
values
Linked to the virtual table MARITAL.STATUS in EB.LOOKUP
Linked to the virtual table EMPLOYMENT.STATUS in EB.LOOKUP
XX<EMPLOYMENT.STATUS XX-OCCUPATION
35,A
XX-EMPLOYERS.NAME
35,A
XX-EMPLOYERS.ADD
35,A
XX-EMPLOYERS.BUSS
35,A
XX-
11,D
TEMENOS T24 User Guide Page 8 of 66
Customer Relationship Management
EMPLOYMENT.START XXCUSTOMER.CURRENCY
3,CCY
XX-SALARY
10
XX-ANNUAL.BONUS
10
XX>SALARY.DATE.FREQ
17,FQU
NET.MONTHLY.IN
10
NET.MONTHLY.OUT
10 Linked to the virtual table RESIDENCE.STATUS in EB.LOOKUP
XX
35
XX-RESIDENCE.TYPE
11,A
XX-RESIDENCE.SINCE
11,D
XX-RESIDENCE.VALUE
11
XX>MORTGAGE.AMT
11
XX
3
XX>OTHER.FIN.INST
35
XX
35
XX>PREF.CHANNEL
11,A
XX< CR.CAMPAIGN.ID
35
XX>CR.OPPOR.ID
35
XX.INTERESTS
35,A
Linked to RELATION
FAX.1
17
SECURITY.PASSWORD
35
XX<SECURITY.QUEST
35
XX>SECURITY.ANS
35
XX
35
XX-CHANGE.DATE
11
XX>CHANGE.REASON
35
CUSTOMER.SINCE
11
XX.RESERVED04 to XX.RESERVED01
Linked to EB.CHANNEL
35,A Added for future use NOINPUT
TEMENOS T24 User Guide Page 9 of 66
Customer Relationship Management
Profile Type
Figure 4 – CUSTOMER TABLE CR.PROFILE
TEMENOS T24 User Guide Page 10 of 66
Customer Relationship Management
Figure 5 CONT.
Customer profiles are updated by two ways. Customer creation or updating: Whenever a customer record is created or updated that “CUSTOMER” is profiled to a group. Customer template contains 2 fields called CR.PROFILE.TYPE and CR.PROFILE which are updated with the group. These fields are multivalue fields. Hence a customer can be part of more than one group. (Screenshots above). Service : A new TSA.SERVICE has been created called CR.PROCESSING which will update the customer record with a group assigned to him.
TEMENOS T24 User Guide Page 11 of 66
Customer Relationship Management
Figure 6 – TSA SERVICE RECORD FOR CRM
CR.PROFILE.TYPE
Customers are classified into different groups via CR.PROFILE.TYPE table when satisfying specific criteria. This enables the bank to easily sell products to them as well as group the customers accordingly.
CR.PROFILE.TYPE defines the different types of profiles.
Figure 7 – CR.PROFILE.TYPE TABLE
TEMENOS T24 User Guide Page 12 of 66
Customer Relationship Management
CR.PROFILE CR.PROFILE provides the condition based on which a customer would fall into a category in CR.PROFILE.TYPE. A CUSTOMER can be grouped under more than one category too. In the below mentioned example A profile STUDENT is created with a rule associated with it.
Figure 8 – CR.PROFILE TABLE
Screenshot of the rule is given below as part of PW.TRANSITION.
PW.TRANSTION Rules for CR.PROFILE’ s are setup through an application called PW.TRANSITION (refer : Process Workflow user guide)
TEMENOS T24 User Guide Page 13 of 66
Customer Relationship Management
Figure 9 – PW.TRANSITION RULE
TEMENOS T24 User Guide Page 14 of 66
Customer Relationship Management
Figure 10 – CUSTOMER RECORD DISPLAYING NEW FIELDS
TEMENOS T24 User Guide Page 15 of 66
Customer Relationship Management
Figure 11 – CONT.
Flow to setup Customer profile
TEMENOS T24 User Guide Page 16 of 66
Customer Relationship Management
CR.PROFILE.TYPE
CR.PROFILE
PW.TRANSITION
CUSTOMER
When a customer is created, the PW.TRANSTION rule is checked for condition first. If customer satisfies the rule, a profile is associated with the customer based on the CR.PROFILE which is linked to the PW.TRANSITION rule.
TEMENOS T24 User Guide Page 17 of 66
Customer Relationship Management
UPDATES TO DE.ADDRESS
A few fields have been updated in DE.ADDRESS reflecting the contact details for a customer
Figure 12 – DE.ADDRESS
The fields added are 1. PHONE –Contains the telephone number of the customer. 2. SMS – Contains the mobile number of customer which can be used to send a sms messages. 3. EMAIL – Holds the email address of customer through which a message can be mailed.
TEMENOS T24 User Guide Page 18 of 66
Customer Relationship Management
CUSTOMER SINGLE VIEW
CUSTOMER single view is the central information view of necessary customer data. The single window is a split up of
1. Customer Information – Basic static information of thecustomer. 2. Products held by customer information * Products which are not held within the bank are recorded in a table called CR.OTHER.PRODUCT. 3. Customer Activity - All activities which have happened and will happen in future for the customer are displayed. This includes payments made and to be made. 4. Campaign and Opportunities – Information regarding the different campaigns sent out to the customer along with the response received for the same.
A customer can amend data through the CUSTOMER single window.
Figure 13 -SINGLE CUSTOMER VIEW
TEMENOS T24 User Guide Page 19 of 66
Customer Relationship Management
CRM users have to have access to only the above mentioned window. To setup, create a record for the required user in BROWSER.PREFERENCES indicating the main screen as CRM.START
Figure 14 – BROWSER.PREFERENCES
TEMENOS T24 User Guide Page 20 of 66
Customer Relationship Management
Login screen for a CRM user is as below.
Selecting a customer can be done using any of the fields shown below.
Figure 15 – MAIN SCREEN FOR CRM USER
A user can only access the customer single window. This user is specifically a CRM user and hence has no access to other areas of T24.
CUSTOMER CONTACT INFORMATION
Whenever a customer contacts the bank (be it for query or instruction), a log is created showing the history of the contact The following tables are used for logging the information.
CR.CONTACT.LOG.PARAM A parameter table which holds information on which field should be the tracking field for a customer in any application. These records are then recorded in CR.CONTACT.LOG. The screenshots below explain more.
TEMENOS T24 User Guide Page 21 of 66
Customer Relationship Management
A base record called SYSTEM is created to record how many transaction histories are to be held. * The following example shows the max history to be 3.
Figure 16 – CR.CONTACT.LOG.PARAM
Other than SYSTEM record, any application (with or without version) can be given as ID Since customers are tracked with a customer number or account number (or both), we specify the same in parameter record. An example is shown below. Note: Though validation against the fields is done for the application, user has to make sure the correct customer and account fields are given.
Figure 17 – CR.CONTACT.LOG.PARAM
TEMENOS T24 User Guide Page 22 of 66
Customer Relationship Management
Example Let us track a MORTGAGE for a customer
Figure 18 – MORTGAGE RECORD FOR TRACKING CONTRACT LOG We have given the mortgage tracking fields in CR.CONTACT.LOG.PARAM as given above.
TEMENOS T24 User Guide Page 23 of 66
Customer Relationship Management
Figure 19 –CR.CONTACT.LOG FROM MORTGAGE RECORD
A manual entry done directly in CR.CONTACT.LOG table is shown below.
TEMENOS T24 User Guide Page 24 of 66
Customer Relationship Management
Manual update
Figure 20 –MANUAL UPDATE OF CR.CONTACT.LOG
CR.OTHER.PRODUCTS
Sometimes banks wish to record information regarding customers assets/liabilities held outside the bank. They can be recorded in an application called CR.OTHER.PRODUCTS. This is an information only application and does not have any financial implication with T24. This record is populated manually and CRM shows the information with regards to other products in the product window of the CUSTOMER single view.
TEMENOS T24 User Guide Page 25 of 66
Customer Relationship Management
Figure 21 – CR.OTHER.PRODUCTS
CR.CONTACT.LOG.FUTR and CR.CONTACT.LOG.HIST There are two contact files named CR.CONTACT.LOG.FUTR and CR.CONTACT.LOG.HIST both of which holds CR.CONTACT.LOG table information for a customer based on whether they are past or future events. Both these tables are updated when CR.CONTACT.LOG is updated with a new record or an existing record is updated.
CR.CONTACT.LOG.FUTR
The example shows various Logs which are future events.
TEMENOS T24 User Guide Page 26 of 66
Customer Relationship Management
Figure 22 – CR.CONTACT.LOG.FUTR
TEMENOS T24 User Guide Page 27 of 66
Customer Relationship Management
CR.CONTACT.LOG.HIST
Figure 23 – CR.CONTACT.LOG.HIST
CAMPAIGN and OPPORTUNITY
A campaign is a event/publicity/contact held by the bank for its customer for the following purposes. •
A product announcement
•
Targeting specific type of customers (based on income, location etc).
CR.CAMPAIGN.DEFINITIONS
Before a bank selects customers to send a campaign too, a definition of the campaign has to be created.
CR.CAMPAIGN.DEFINITION records actual definition of the campaign. The record would be created with “CAMPAIGN.STATUS” as new. The record should be verified after which it moves to pending status.
TEMENOS T24 User Guide Page 28 of 66
Customer Relationship Management
To build list of customers who become part of the campaign, the service “CR.PROCESSING” is to be verified. Example : The below shown screenshot defines a car loan campaign being run for Students running from 30th Nov to 4th Dec. The record campaign status should contain New status
Figure 24 – CAMPAIGN DEFINITION.
TEMENOS T24 User Guide Page 29 of 66
Customer Relationship Management
Figure 25 – TSA.SERVICE FOR CRM
*Note: Company Mnemonic will vary according to each bank’s setup.
Once the TSA.SERVICE is completed the record moves to ‘Launched’ status
TEMENOS T24 User Guide Page 30 of 66
Customer Relationship Management
Figure 26 – CAMPAIGN DEFINITON SHOWING STATUS
The TSA.SERVICE also builds a list of opportunity records as explained below.
CR.CAMPAIGN.OPPORTUNITY Once a campaign is defined and a list of customer’s is built, an opportunity table records the history of each of the targeted customer.
TEMENOS T24 User Guide Page 31 of 66
Customer Relationship Management
Figure 27 – OPPORTUNITY RECORDS CREATED FROM CAMPAIGN
All the opportunity records will initially be in New status, once the bank receives a feedback from the customer, the status is moved by a customer servicing executive.
TEMENOS T24 User Guide Page 32 of 66
Customer Relationship Management
Figure 28 – CR.CAMPAIGN.OPPORTUNITY RECORD
A process is created for each customer to send out the information through the delivery channel mentioned.
PROSPECT MANAGEMENT The CUSTOMER TYPE on the CUSTOMER table enables the differentiation between customers who are actively doing business with the bank and Prospective Customers. A customer with a CUSTOMER.TYPE of PROSPECT is only allowed a period of time (CUST.RETENTION) to be on the system, after which the prospective customer information is removed by the CUSTOMER PURGE process in the Close of Business. A customer can have its CUSTOMER .TYPE set to ACTIVE by any one of the following activities and once ACTIVE cannot be reversed. A prospective customer record is manually modified to activate the customer. An unauthorised transaction is entered for a customer, for example an account or a limit is opened for a customer, or a customer takes out a loan without having an account or limit with the bank.
The system defaults for allowing input of prospective customers are as follows: The default is YES for fields that do a direct check on the CUSTOMER table, i.e. they have SYS.REL.FILE (CHECKFILE) defined as CUSTOMER on the relevant STANDARD.SELECTION record.
TEMENOS T24 User Guide Page 33 of 66
Customer Relationship Management
The default is NO for fields that can either optionally consist of a customer code or free text, or fields that contain a customer code as a component of the field.
However the system defaults can be overridden using the application CR.CONTACT.LOG.PARAM. For example LIMIT where the customer code is the first part of the key delimited by ‘.’ can be set to YES to allow input for prospective customers, whereas CUSTOMER.SECURITY with a key of customer code can be set to “NO” to block input for prospective customers.
It is not possible to reverse an active customer record, however a prospective customer record can be reversed, in fact all data relating to that customer will be removed.
There is an existing mechanism to log customer contacts, this is normally related to authorised contracts, but the customer log (CR.CONTACT.LOG) can be updated directly or via local routines. For example a customer may apply for a loan and be turned down, and then they may re apply for a loan at a later date and be accepted. In both cases the CR.CONTACT.LOG could be updated
SET UP The following files need to be updated to enable the process of Prospect Management
COMPANY – this is used to define the defaults setup CR.CONTACT.LOG.PARAM – this is used for an application to override the defaults. CUSTOMER – the CUSTOMER.TYPE is used to denote that the customer is either a PROSPECT Or ACTIVE (blank defaults active)
TEMENOS T24 User Guide Page 34 of 66
Customer Relationship Management
Figure 29 Company record
The above company has been set up to retain a Prospective Customer for 90 days without any contacts, after which all data for the prospective customer will be deleted. The CUST .RETENTION input may only be NND or NNM where NN is a positive number , D is Days and M is Months. The retention period is determined using the last contact date for prospective customers on its CR.CONTACT.LOG record. If it is not set up then the AUDIT.DATE.TIME on the customer record is used.
Figure 30 CR.CONTACT.LOG.PARAMETER record SYSTEM Please refer to previous section of CRM User Guide on CR.CONTACT.LOG.PARAM
TEMENOS T24 User Guide Page 35 of 66
Customer Relationship Management
Figure 31 C R.CONTACT.LOG.PARAMETER record LIMIT This allows LIMIT input against a Prospect Customer, and will activate this Customer.
Figure 32 CUSTOMER.PROSPECT
TEMENOS T24 User Guide Page 36 of 66
Customer Relationship Management
Figure 33 CUSTOMER record Note that a LIMIT may be input against this Prospect Customer 900288 and will activate it.
Figure 34 LIMIT record
TEMENOS T24 User Guide Page 37 of 66
Customer Relationship Management
Figure 35 LIMIT
Figure 36 CUSTOMER.PROSPECT
TEMENOS T24 User Guide Page 38 of 66
Customer Relationship Management
Figure 37 CUSTOMER record. After the LIMIT has been input against Prospect Customer 900288, it is no longer a Prospect and has now CUSTOMER TYPE as ACTIVE.
Figure 38 CR.CONTACT.LOG.PARAMETER
TEMENOS T24 User Guide Page 39 of 66
Customer Relationship Management
Figure 39 CUSTOMER.SECURITY This inhibits the input of a Prospect Customer as a CUSTOMER. SECURITY.
Figure 40 COMPANY
Figure 41 CR.CONTACT.LOG.PARAMETER
TEMENOS T24 User Guide Page 40 of 66
Customer Relationship Management
Figure 42 CUSTOMER PROSPECT
Figure 43 LOANS.AND.DEPOSITS record. Note that if System default is NO prospect allowed, it cannot be overridden .
TEMENOS T24 User Guide Page 41 of 66
Customer Relationship Management
CUSTOMER PROSPECT
Figure 44 CUSTOMER.PROSPECT list
Figure 45 CUSTOMER.PROSPECT
TEMENOS T24 User Guide Page 42 of 66
Customer Relationship Management
Figure 46 CUSTOMER An example of a prospect Customer 900287
CUSTOMER.PURGE This is done during the Close of Business process, to remove the Prospect customers that have had no contact for the retention period.
Figure 47 List of customers who are prospective.
TEMENOS T24 User Guide Page 43 of 66
Customer Relationship Management
Figure 48 Enquiry on Customer who has passed retention period.
Figure 49 Customer has been deleted Prospect Customers that have passed Retention period are completely deleted.
SALES OPPORTUNITY MANAGEMENT Overview of Input and Processing Definition and input of parameters and controls
COMPANY and LOCKING file Company record need to have the PGM.AUTOM.ID PW.ACTIVITY.TXN and PW.PROCESS as shown. The
Figure 50 Company record
Figure 51 Locking record
TEMENOS T24 User Guide Page 44 of 66
set
for
application
Customer Relationship Management
Figure 52 Locking record
CR.OPPORTUNITY. PARAMETER This file contains details regarding the initial setup needed for both Propensity and Campaigns that lead to the final creation of CR.OPPORTUNITY. The ID of the Parameter table is SYSTEM. You will have to give instructions to the system as to what needs to be done when an INBOUND or OUTBOUND opportunity already exists. This is given in the associated multi value fields PROP OVERWRITE until PROP ACTION. This action can be performed based on the existing status of the Propensity. In the example given below the parameter record is setup to duplicate the propensity if the status is NOT.COMMUNICATED.YET
Figure 53 – CR.OPPORTUNITY.PARAMETER Record
The REJECTED PERIOD gives the period until which the CUSTOMER should not be disturbed with the propensity or campaign if it’s been rejected already
TEMENOS T24 User Guide Page 45 of 66
Customer Relationship Management
The PERIOD and the MAX.OB.OPPOR field is where we need to give the duration and the maximum number of Propensity or Campaigns that can be created. We denote Propensities as INBOUND operations and Campaigns as OUTBOUND operations. The
PROP
PRIOR
STATUS
is
linked
to
the
different
status
found
in
the
CR.OPPORTUNITY.STATUS file. The PROP ACTION can take 3 values Duplicate, Overwrite and Skip. The difference in all these is as follows When set to Duplicate what happens is , if a Propensity / Campaign already exists for the Customer based on same selection criteria then duplicate entries of CR.OPPORTUNITY records get created. When set to Skip what happens is, if a Propensity / Campaign already exists for the Customer then the new creation of CR.OPPORTUNITY records are not created. When set to Overwrite what happens is, if a Propensity / Campaign already exists for the Customer then new creation of CR.OPPORTUNITY records are created, but for the old CR.OPPORTUNITY records the OPPOR.STATUS field is set to SUPERCEDED.
CR.OPPORTUNITY.DEFINITION This file is where we set up the Definitions for both INBOUND and OUTBOUND opportunities.
TEMENOS T24 User Guide Page 46 of 66
Customer Relationship Management
Figure 54 – CR.OPPORTUNITY.DEFINITION Record
The ID of the CR.OPPORTUNITY.DEFINITION record is a free text. Here we define the Purpose of having this definition. In our example we have it as CAR LOANS. The first 2 fields are used to describe the purpose of having this CR.OPPORTUNITY.DEFINITION record. The Product field accepts only value from the AA.PRODUCT.CATALOG file. If AA product is not installed then it refers to any CATEGORY record. The Direction has only 2 options INBOUND / OUTBOUND. For a propensity this should be always INBOUND and for a Campaign this field should be OUTBOUND. The QUAL Rule defines the Rule(s) to be applied against the Context. This rule should have a valid entry in the EB.RULE file. The OPPOR Channel field describes the channel(s) by which the opportunity is communicated to the client. The channels are defined in the EB.CHANNEL file in T24 .
OPPOR Channel and ORIG process defines the PW activity that is attached to this definition which creates the process workflow based on the Trigger Status defined.
The OPPR Workflow will be used, in conjunction with the channel. The opportunity will employ different workflows for each channel used. An opportunity workflow can be appended to both an inbound and an outbound communication. However, only an outbound communication will automatically generate a PW Process. An inbound opportunity will generate an outbound opportunity if the customer indicates that they are interested in the opportunity. The ORIG Process defines the PW.PROCESS that will be initiated if the opportunity to be generated is taken up by the customer. The TRIGGER Status field is used to indicate the status code of the Opportunity which, when reached, should initiate the origination Process. Since this is Opportunity is created automatically when a Service is run it needs an OFS SOURCE record to be defined which is of Source type GLOBUS. In the example shown above we have attached PW.OFS which is of GLOBUS source type and a version to process this as PW.PROCESS. The Version should be PW.PROCESS only and no other version is allowed to be entered in this field. When opportunities are generated, they can only be applied to specific customers. Therefore, the OPPORTUNITY records should be CUS level files. However, some opportunities may only be applicable to specific companies – for example, when a campaign relates to a single company, or when a product is only available in a restricted set of companies. This field enables the user to specify in which companies. The AVAIL.COMPANY field specifies for which company the Opportunity will be created.
CR.OPPORTUNITY.GENERATOR This file specifies the customers and opportunity templates that should be run in a specific circumstance. There are multiple different circumstances that could apply. An example would be that during a Batch an opportunity record could be generated to select a group of customers and run a set of templates against them, to generate a number of propensity opportunities.
TEMENOS T24 User Guide Page 47 of 66
Customer Relationship Management
An additional role of the opportunity generator is to generate the contexts that need to be passed to the rules engine for evaluation, when determining whether opportunities should be generated. The OPPORTUNITY TABLE therefore contains two multi value sets. The first indicates which table will provide the ‘starting point’ list of records that will be used in the rules. The second multi value set would use these records and identify the fields on the records which themselves hold ids which link to other contexts For example, there may be a rule which is based on mortgages, which effectively says ‘Find all Platinum Rated customers who have a mortgage worth more than $1,000,000’. We want to offer them a new Home Improvement Loans product’. This rule would be initially based on the Mortgage (mortgages with values greater than $1,000,000), so this would be the ‘Primary Context Table’. However, in order to evaluate whether they are ‘Platinum Customers’ we would also need to view the Customer table. So we would need to specify in the Mortgage application which field indicates the Customer that should be passed across as well, to evaluate whether they are a Platinum customer.
Figure 55 – CR.OPPORTUNITY.GENERATOR record
TEMENOS T24 User Guide Page 48 of 66
Customer Relationship Management
The OPPOR.DEF field is linked to the CR.OPPORTUNITY.DEFINITION file. Only an INBOUND opportunity can be linked to a CR.OPPORTUNITY.GENERATOR. The Type field gets automatically updated with Propensity. The fields relating to the primary Context can be defined in the fields relating to PRIM.CTX. PRIM.CTX.TBL should have a File that is present in the STANDARD.SELECTION record. The Field should be a valid field of the application. The thing to note here is that it should be a single value field or a Local Ref field. This does not accept Multi value fields. A few examples of how the operands can be used along with Criteria are illustrated below.
Figure 56
Figure 57 The fields CUST CTX FLD is where we need to specify the field in the Primary Ctx field that has the Customer Code defined. Since in our example the PRIMARY CTX is CUSTOMER we have @ID in this field. For Example in an MM / LD Applications it could have CUSTOMER.ID. The Linked CTX field gets updated automatically on Commit which is nothing but the EB.CONTEXT which is attached to the EB.RULES. All contexts required by all rules and the opportunity templates must be given a source ID– an ID from which the relevant data can be derived. Therefore, every Linked Context multi value set must be told which field contains the value which can be used as an ID for this context LINKED.CTX.FLD tells the system the field in the Primary Context table that contains the value which can be used as an ID for the linked context. Must be a single value field on Primary context table.
Figure 58 The STATUS field is a System updated field that has value like PENDING, RUNNING, GENERATED etc. When the CR.OPPORTUNITY.GENERATOR file is verified this STATUS moves to Pending. The TSA service selects only records that are in PENDING status for processing. This is changed to RUNNING when the records are being processed and moved to GENERATED once completed.
TEMENOS T24 User Guide Page 49 of 66
Customer Relationship Management
The START.DAY represents the Starting day of the Opportunity. This should be TODAY or a date greater than TODAY. Duration which is nothing but the day until such time the Opportunity is valid is given in this field. It can take values in Days, Months, Week or Year. Ex 1Y, 2W, 3M etc.
CR.CAMPAIGN.GENERATOR Set up of the CR.CAMPAIGN.GENERATOR a record is done to create Opportunities for Customers where a Campaign can be generated. This file is similar to the CR.OPPORTUNITY.GENERATOR for most of the fields expect for some.
Figure 59 – CR.CAMPAIGN.GENERATOR Record
The OPPOR.DEF field takes only CR.OPPORTUNITY.DEFINTION s which is only OUTBOUND. The CAMP START DAY and END day are given to specify the period for which the generated
TEMENOS T24 User Guide Page 50 of 66
Customer Relationship Management
OUTBOUND opportunities for the Campaign is valid. The Sample size specifies the number of records that will be generated finally based on the Criteria that are specified. Although the selection criteria may fetch more records only the number of records that are given in the sample size is created. The fields Iteration STATUS, ITERATION NUMBER, RUN DATE are updated when OPPORTUNITY is created using the Service is run.
CR.CUST.OPPOR.HIST This file will be automatically populated by the system, to reflect for this customer the update caused by the raising of this opportunity. For the purposes of this scenario, it is assumed that there were no other opportunities present at the moment that this opportunity was generated
Figure 60 - CR.CUST.OPPOR.HIST record
Here the PRODUCT field describes the product for which an OPPORTUNITY was created. The CR.OPPORTUNITY ID is updated in the next field OPPORTUNITY. Date Created holds the date when this was created. Direction is OUTBOUND for CAMPAIGN and INBOUND for PROPENSITY. Campaign id denoted the CR.CAMPAIGN.GENERATOR or CR.OPPORTUNITY.GENERATOR id which leads to the creation of this opportunity for the Customer. This is a Live File and the ID is that of the CUSTOMER to whom the Opportunity was created.
CR.OPPORTUNITY The file contains the Opportunities that are created for the CUSTOMERS. Both the INBOUND and OUTBOUND are stored here. The record that is created here based on some business requirements. Opportunities are raised through propensity or campaigns. These records are generating by the OPPORTUNTIY PROCESSING SERVICES that are available. The processing of INBOUND is different to that of the OUTBOUND. The OUTBOUND processing involves processing using a Process Workflow that is attached. Given below is an example of a CR.OPPORTUNITY record that was created automatically by a Service that was run.
TEMENOS T24 User Guide Page 51 of 66
Customer Relationship Management
Figure 61 - CR.OPPORTUNITY record for INBOUND
The CR.OPPORTUNITY is an AUTO generated number. Here we have the CUSTOMER details to which this INBOUND propensity was created in the CR.OPPORTUNITY file. This file also records the CR.OPPORTUNITY.DEFINITION and the CR.OPPORTUNITY.GENERATOR details. The Start and End date until which this Opportunity is valid is also updated. The Company where this Opportunity is valid and the mode of communication to the Customer is updated in the INBOUND Channel field. The Opportunity Status is updated as well. This is a valid entry in CR.OPORTUNITY.STATUS file.
If the opportunity is inbound, then this field INBOUND Channel will list the channels through which the user can be contacted for this opportunity. This field will have been validated against both the opportunity template for available channels, and also the customer profile to determine through which channels they can be contacted. This field will be cleared when the opportunity is changed from inbound to outbound.
TEMENOS T24 User Guide Page 52 of 66
Customer Relationship Management
A sample of a CR.OPPORTUNITY for an OUTBOUND Campaign is shown in the figure below.
Figure 62 CR.OPPORTUNITY for an OUTBOUND Campaign
In the Figure above you will see that the CAMPAIGN ID field is updated for OUTBOUND and not OPP. GENR.ID field. The OPPOR PROC ID is updated as well. This is the ID of the PW.PROCESS that is attached as a workflow for the creation of this OUTBOUND campaign.
TEMENOS T24 User Guide Page 53 of 66
Customer Relationship Management
CR.OPPORTUNITY process creation for propensity Here we try to explain the process involved in the creation of CR.OPPORTUNITY for a CUSTOMER. When we say propensity we mean an INBOUND operation. This process involves the setup of the CR.OPPORTUNITY.DEFINITION initially. Then the CR.OPPORTUNITY.GENERATOR record is created. We need to verify the record that is created in this file to move the OPPOR.STATUS to PENDING. A TSA Service called CR.OPPORTUNITY.PROCESSING is run. This Service will select all the PENDING records and process the opportunities based on the specific selection criteria given.
CR.OPPORTUNITY process creation for Campaign The Process of creating opportunity for Campaigns is different from those of propensity. The process is the same for the creation of the CR.OPPORTUNITY.DEFINITION and CR.CAMPAIGN.GENERATOR but the difference lies in the Services that are run to generate the OPPORTUNITY. The TSA Service CR.CAMPAIGN.PROCESSING is run initially to process these records in PENDING status. The Services that needs to be run are shown below. This needs to be run in order.
Figure 63- TSA Service - CR.CAMPAIGN.PROCESSING
above CR.CAMPAIGN.PROCESSING Service is run first to process the CR.CAMPAIGN.GENERATOR record where the OPPOR.STATUS is set to PENDING. The status changes to Pending when the record is verified. This service is run to form a PW.PROCESS message as an OFS String into the OFS.MESSAGE.QUEUE.
The
TEMENOS T24 User Guide Page 54 of 66
Customer Relationship Management
Figure 64
Above we see the CR.CAMPAIGN.PROCESSING service being run and below we have the records in the OFS.MESSAGE.QUEUE.
Figure 65
Another service is run to process these OFS strings which are formed in the OFS.MESSAGE.QUEUE. Care should be taken to have the PW Setup in place. A PW workflow is necessary for any OUTBOUND creation of CR.OPPORTUNITY. The Next Service that is run is the OFS.MESSAGE.SERVICE which converts the PW.PROCESS message to actual transactions and updates or writes it in another file called the OFS.RESPOSE.QUEUE.
TEMENOS T24 User Guide Page 55 of 66
Customer Relationship Management
Figure 66 - TSA Service - OFS.MESSAGE.SERVICE
The record as seen in the OFS.MESSAGE.QUEUE is shown
Figure 67
Figure 68 The above figure shows the records in the OFS.RESPONSE.QUEUE. The PW.PROCESS record is also created simultaneously.
TEMENOS T24 User Guide Page 56 of 66
Customer Relationship Management
Figure 69 – PW.PROCESS
TSA Service - OFS.RESPONSE.QUEUE
TEMENOS T24 User Guide Page 57 of 66
Customer Relationship Management
Figure 70 - TSA Service - OFS.RESPONSE.QUEUE
All that the OFS.RESPONSE.QUEUE service does is the purging of records from the OFS.RESPONSE.QUEUE created by the OFS.MESSAGE.SERVICE while creating the PW.PROCESS.
Figure 71
TEMENOS T24 User Guide Page 58 of 66
Customer Relationship Management
Figure 72 - TSA Service – PW.MAPPING
The above PW.MAPPING service is run to create the CR.OPPORTUNITY and also to map the PW.PROCESS to the CR.OPPORTUNITY.
Figure 73
This is the final service that is run to generate the CR.OPPORTUNITY for CAMPAIGNS. Once this service is run the PW.ACTIVITY.TXN record gets updated with few details like the Transaction Ref of the CR.OPPORTUNITY record and the TARGET.
TEMENOS T24 User Guide Page 59 of 66
Customer Relationship Management
Figure 74
The iteration Status field in CR.CAMPAIGN.OPPORTUNITY record is also updated as GENERATED An Opportunity which is a propensity can be changed to a Campaign. The process it to convert an INBOUND opportunity to an OUTBOUND opportunity. The reverse is not possible. The only difference here is that the first service to be started in this case is the CR.OPPORTUNITY.PROCESSING instead of the CR.CAMPAIGN.GENERATOR followed by OFS.MESSAGE.SERVICE, OFS.RESPONSE.QUEUE and the PW.MAPPING.
Enquiry for CR.OPPORTUNITY
Figure 75 – CR.CUST.OPPORTUNITIES Enquiry
TEMENOS T24 User Guide Page 60 of 66
Customer Relationship Management
An ENQUIRY CR.CUST.OPPORTUNITIES is available to select all CR.OPPORTUNITIES records, which have the corresponding item records generated, various operations can be performed using this enquiry itself.
Figure 76
A Dropdown that is available help you to do certain operation like View, Edit, or Reject an Opportunity. There is an option to View the Opportunity / Campaign Generator that created the CR.OPPORTUNITY. You can also view the Customer for whom the opportunity was created. The PW process workflow is also done using this Enquiry which caters to Initiating the Sales and Originating workflow.
Relationship Table This will provide additional business functionality in CRM to create groups between the customers who have a relationship with the bank. New tables CR.RELATIONSHIP and CR.INTRODUCTION.SOURCE are developed to register the relationships and to indicate the groupings within the customers.
TEMENOS T24 User Guide Page 61 of 66
Customer Relationship Management
Figure 77 CR.RELATIONSHIP
TEMENOS T24 User Guide Page 62 of 66
Customer Relationship Management
Figure 78 CR.RELATIONSHIP
Field Name
Type
Description
@ID
A
Unique identifier of Relationship.Length of Key can contain 35 character
RELATIONSHIP.NAME
A
Description of Relationship.Length can be 50L.Mandatory field for this table
XX<XX.RISK
A
Description about the risks associated with the Relationship.
XX>XX.WHY.RISK.ACCEPTED
A
For each risk, bank details why it considers the risks
TEMENOS T24 User Guide Page 63 of 66
Customer Relationship Management
acceptable
BOOKING.CENTER
DAO
Booking centre for the relationship.This field is linked to Dept Acct officer table.
BRANCH.CODE
DAO
Holds the details about company in which relationship is available.This field is linked to company table
REL.MANAGER
DAO
Holds the details about relationship manager.This field is linke to DAO table
XX.FURTHER.MANAGERS
DAO
Holds the details about supplementary managers who assist i relationship.This field is linked to DAO table
A
Holds the MISC no allocated by bank MISC system. Length be 10L Alphanumeric value.
Dropdown
Options are New PWM Relationship, Existing PWM Relations Update to existing KYC/Periodic Update.This is linked to virtu EB.LOOKUP table
MIS.CODE XX
A
XX-XX.UPDATE.REASON
Holds the Reason for update
XX>UPDATE.DATE
D
Holds the Date of update
REL.START.DATE
D
Holds the Date for start of relationship.Forward value dates ar not allowed
HOW.INTRODUCED
Check file
Linked to new table CR.INTRODUCTION.SOURCE
XX.INTRO.DETAILS
A
Holds the Introduction details
MARKET.INDICATOR
Dropdown
Dropdown field uses EB.LOOKUP table.Options are Target Market; Non-Target Market; Sensitive background.
RETROCESSION.PAYMENT
Dropdown
Valid options :YES /NO
A
Holds the Retrocession details to be paid as result of relations
XX.REFERENCES
A
References used in the generation of this relationship
XX.PRIMARY.CONTACT
A
Details about primary contact person for relationship manage
XX.RETROCESSION.DETAILS
TEMENOS T24 User Guide Page 64 of 66
Customer Relationship Management
CALC.AML.EVALUATION
Tick-Box
Dropdown field uses EB.LOOKUP table.Options are Low, Medium, PEP/High
MANUAL.AML.EVALUATION
Tick-Box
Dropdown field uses EB.LOOKUP table.Options are Low, Medium, PEP/High
PROFILE.REVIEW.EVAL
Tick-Box
Dropdown field uses EB.LOOKUP table.Options are Low, Medium, PEP/High.
XX.REASON.DIFFT.RISK.EVAL
XX.FOLLOW.UP.REQUIRED
A
Indicate reason why Client Profile Review came up with a different profile
A
Any follow-up actions taken by RM
Drop down
TAGGING.REQUIRED XX.RESTRICTIONS.REQUIRED
A
Options are Red-flag, staff, staff-related, Other Any restrictions / monitoring to be placed on client's account
Figure 79 CR.INTROLDUCTION.SOURCE
TEMENOS T24 User Guide Page 65 of 66
Customer Relationship Management
Field Name
Type
Description
@ID
10,A
Unique idenfifier of for source of introduction
DESCRIPTION
50L,A
Standard Text field
XX.COMPANY.AVAILABLE
COM
Hold the details about companies where introduction is Available. This field is linked to company table.
TEMENOS T24 User Guide Page 66 of 66
User Guide
No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of TEMENOS Holdings NV. Copyright 2005 TEMENOS Holdings NV. All rights reserved.
Customer Relationship Management
Table of Contents INTRODUCTION ................................................................................................................................. 4 APPLICATION OVERVIEW................................................................................................................. 5 SETTING UP THE SYSTEM ............................................................................................................... 6 INSTALLATION OF PRODUCT....................................................................................................... 6 CUSTOMER..................................................................................................................................... 8 CR.PROFILE.TYPE ....................................................................................................................... 12 CR.PROFILE.................................................................................................................................. 13 UPDATES TO DE.ADDRESS ........................................................................................................ 18 CUSTOMER SINGLE VIEW .......................................................................................................... 19 CUSTOMER CONTACT INFORMATION ...................................................................................... 21 CR.CONTACT.LOG.PARAM...................................................................................................... 21 CR.OTHER.PRODUCTS............................................................................................................ 25 CR.CONTACT.LOG.FUTR and CR.CONTACT.LOG.HIST ....................................................... 26 CR.CONTACT.LOG.FUTR......................................................................................................... 26 CR.CONTACT.LOG.HIST .......................................................................................................... 28 CAMPAIGN and OPPORTUNITY .............................................................................................. 28 CR.CAMPAIGN.DEFINITIONS .................................................................................................. 28 CR.CAMPAIGN.OPPORTUNITY ............................................................................................... 31 PROSPECT MANAGEMENT......................................................................................................... 33 SET UP .......................................................................................................................................... 34 CUSTOMER PROSPECT .......................................................................................................... 42 CUSTOMER.PURGE ................................................................................................................. 43 SALES OPPORTUNITY MANAGEMENT ......................................................................................... 44 Overview of Input and Processing ................................................................................................. 44 Definition and input of parameters and controls......................................................................... 44 COMPANY and LOCKING file ....................................................................................................... 44 CR.OPPORTUNITY. PARAMETER ........................................................................................... 45 CR.OPPORTUNITY.DEFINITION .............................................................................................. 46 CR.OPPORTUNITY.GENERATOR............................................................................................ 47 CR.CAMPAIGN.GENERATOR .................................................................................................. 50 CR.CUST.OPPOR.HIST ............................................................................................................ 51 CR.OPPORTUNITY.................................................................................................................... 51 CR.OPPORTUNITY process creation for propensity ................................................................. 54 CR.OPPORTUNITY process creation for Campaign ................................................................. 54 Enquiry for CR.OPPORTUNITY ................................................................................................. 60
TEMENOS T24 User Guide Page 2 of 66
Customer Relationship Management
Relationship Table.......................................................................................................................... 61
TEMENOS T24 User Guide Page 3 of 66
Customer Relationship Management
INTRODUCTION Throughout the past 15 years high levels of transaction automation have been achieved within the financial services industry through the use of integrated banking packages such as TEMENOS T24. These efforts have largely been directed at “back office” transactions with the result that this area has now become highly automated. With the introduction of multi channel banking, banks are having to differentiate themselves not only on the products and services that they are able to provide though the investments that they have made in back office automation but increasingly in the way that they are able to interact with the client. The client now owns the client-bank relationship and is able to dictate how they will interact with the bank. Gone are the days when the client had to come to the branch to do business, now they can simply get on-line or phone the call centre. Shopping around for banking services and has never been easier. Consequently, banks are having to try harder to retain their existing clients, increase ‘wallet share’ and to attract new clients. Every contact with the client be it in the bank, via a call centre, at an ATM or on the web needs to be treated as an opportunity to retain and cross or up sell the client.
The role of technology in this environment is critical. When the client contacts the bank they expect to receive the same levels of service and access to information across all channels. The customer experience must be consistent throughout and information must be accurate and updated in real time. Any bank employee who may come into contact with a client needs to be sales aware and have access to the necessary information about the client, his recent activities, long term goals as well as the products and services that the bank is able to offer. The concept of CRM systems has been around for a long time and it is now more relevant than ever. Whilst TEMENOS T24 does not currently have a “CRM Module” it has the potential to offer significant CRM functions by virtue of its client centric and integrated nature. However, this capability has yet to be fully exploited and this document sets out to propose a number of enhancements that would transform TEMENOS T24 from a world class back office system to a leading integrated front and back office solution.
TEMENOS T24 User Guide Page 4 of 66
Customer Relationship Management
APPLICATION OVERVIEW T24 Customer Relationship Management is aimed at client-bank relationship. The module aims at bringing all customer information relating to products used, accounts, personal details, contact details and campaigns together. Since customers can now interact with the bank through multiple channels, the ability to provide the above information across all channels is critical. A lot of times a client may interact with the system while sometimes it might be with a bank agent or staff. A distinction between the two should be indicated. The application shows the following information which is held together in various tables Client Static Data – Name, profile, goal etc. Client Products - All financial products for the clients with the bank including recently matured products and current applications. Client History - A history of all interactions with the bank including recent transactions, mail sent and received, all attempts to sell to the client and all visits to the bank, website, call centre, ATMs etc Future Client Events – All scheduled transactions and mailings, which includes payments like mortgage coming up etc. Potential Client Sales – Suggestions based on rules based analysis of client and related history and profile as to what additional products and services which can be sold to the customer. All campaigns will be highlighted.
TEMENOS T24 User Guide Page 5 of 66
Customer Relationship Management
SETTING UP THE SYSTEM INSTALLATION OF PRODUCT On receipt of the product code this must be entered into the SPF file called SYSTEM.
Figure 1 Product codes in the SPF
The product must then be included in the COMPANY records as required.
TEMENOS T24 User Guide Page 6 of 66
Customer Relationship Management
Figure 2 – Sample SPF screenshot
AUTO.ID.SETUP Auto ID has to be setup for the 3 applications mentioned above in the COMPANY screenshot. A sample is shown below.
Figure 3 – AUTO.ID.START
Sequencing for different tables are shown below
CR.CAMPAIGN.OPPORTUNITY – ‘CRCO’YYJJJnnnnn where YY=Year, JJJ=Julian Date and nnnnn=sequence number
TEMENOS T24 User Guide Page 7 of 66
Customer Relationship Management
CR.CONTACT.LOG - ‘CR’YYJJnnnnn CR.OTHER.PRODUCTS – ‘CROP’YYJJnnnnn CUSTOMER
CUSTOMER template has been updated to incorporate new fields required for CRM. The fields are shown below with more information available in the CUSTOMER user guide. The details of the fields added to CUSTOMER are as below
Field Name
Type
Description
35,A Linked to PROFILE.TYPE table
XX
Linked to PROFILE table
XX>PROFILE NOINPUT
Can have any of MR_MRS_MS_MISS_DR_REV
TITLE
6
GIVEN.NAMES
50,A
Name of the customer
FAMILY.NAME
50,A
Family name of the customer
GENDER
6,A
MALE_FEMALE
DATE.OF.BIRTH
11,D
MARITAL.STATUS
11
NO.OF.DEPENDENTS
2
PHONE.1
17,ANY
SMS.1
17,ANY
EMAIL.1
35,ANY
these
values
Linked to the virtual table MARITAL.STATUS in EB.LOOKUP
Linked to the virtual table EMPLOYMENT.STATUS in EB.LOOKUP
XX<EMPLOYMENT.STATUS XX-OCCUPATION
35,A
XX-EMPLOYERS.NAME
35,A
XX-EMPLOYERS.ADD
35,A
XX-EMPLOYERS.BUSS
35,A
XX-
11,D
TEMENOS T24 User Guide Page 8 of 66
Customer Relationship Management
EMPLOYMENT.START XXCUSTOMER.CURRENCY
3,CCY
XX-SALARY
10
XX-ANNUAL.BONUS
10
XX>SALARY.DATE.FREQ
17,FQU
NET.MONTHLY.IN
10
NET.MONTHLY.OUT
10 Linked to the virtual table RESIDENCE.STATUS in EB.LOOKUP
XX
35
XX-RESIDENCE.TYPE
11,A
XX-RESIDENCE.SINCE
11,D
XX-RESIDENCE.VALUE
11
XX>MORTGAGE.AMT
11
XX
3
XX>OTHER.FIN.INST
35
XX
35
XX>PREF.CHANNEL
11,A
XX< CR.CAMPAIGN.ID
35
XX>CR.OPPOR.ID
35
XX.INTERESTS
35,A
Linked to RELATION
FAX.1
17
SECURITY.PASSWORD
35
XX<SECURITY.QUEST
35
XX>SECURITY.ANS
35
XX
35
XX-CHANGE.DATE
11
XX>CHANGE.REASON
35
CUSTOMER.SINCE
11
XX.RESERVED04 to XX.RESERVED01
Linked to EB.CHANNEL
35,A Added for future use NOINPUT
TEMENOS T24 User Guide Page 9 of 66
Customer Relationship Management
Profile Type
Figure 4 – CUSTOMER TABLE CR.PROFILE
TEMENOS T24 User Guide Page 10 of 66
Customer Relationship Management
Figure 5 CONT.
Customer profiles are updated by two ways. Customer creation or updating: Whenever a customer record is created or updated that “CUSTOMER” is profiled to a group. Customer template contains 2 fields called CR.PROFILE.TYPE and CR.PROFILE which are updated with the group. These fields are multivalue fields. Hence a customer can be part of more than one group. (Screenshots above). Service : A new TSA.SERVICE has been created called CR.PROCESSING which will update the customer record with a group assigned to him.
TEMENOS T24 User Guide Page 11 of 66
Customer Relationship Management
Figure 6 – TSA SERVICE RECORD FOR CRM
CR.PROFILE.TYPE
Customers are classified into different groups via CR.PROFILE.TYPE table when satisfying specific criteria. This enables the bank to easily sell products to them as well as group the customers accordingly.
CR.PROFILE.TYPE defines the different types of profiles.
Figure 7 – CR.PROFILE.TYPE TABLE
TEMENOS T24 User Guide Page 12 of 66
Customer Relationship Management
CR.PROFILE CR.PROFILE provides the condition based on which a customer would fall into a category in CR.PROFILE.TYPE. A CUSTOMER can be grouped under more than one category too. In the below mentioned example A profile STUDENT is created with a rule associated with it.
Figure 8 – CR.PROFILE TABLE
Screenshot of the rule is given below as part of PW.TRANSITION.
PW.TRANSTION Rules for CR.PROFILE’ s are setup through an application called PW.TRANSITION (refer : Process Workflow user guide)
TEMENOS T24 User Guide Page 13 of 66
Customer Relationship Management
Figure 9 – PW.TRANSITION RULE
TEMENOS T24 User Guide Page 14 of 66
Customer Relationship Management
Figure 10 – CUSTOMER RECORD DISPLAYING NEW FIELDS
TEMENOS T24 User Guide Page 15 of 66
Customer Relationship Management
Figure 11 – CONT.
Flow to setup Customer profile
TEMENOS T24 User Guide Page 16 of 66
Customer Relationship Management
CR.PROFILE.TYPE
CR.PROFILE
PW.TRANSITION
CUSTOMER
When a customer is created, the PW.TRANSTION rule is checked for condition first. If customer satisfies the rule, a profile is associated with the customer based on the CR.PROFILE which is linked to the PW.TRANSITION rule.
TEMENOS T24 User Guide Page 17 of 66
Customer Relationship Management
UPDATES TO DE.ADDRESS
A few fields have been updated in DE.ADDRESS reflecting the contact details for a customer
Figure 12 – DE.ADDRESS
The fields added are 1. PHONE –Contains the telephone number of the customer. 2. SMS – Contains the mobile number of customer which can be used to send a sms messages. 3. EMAIL – Holds the email address of customer through which a message can be mailed.
TEMENOS T24 User Guide Page 18 of 66
Customer Relationship Management
CUSTOMER SINGLE VIEW
CUSTOMER single view is the central information view of necessary customer data. The single window is a split up of
1. Customer Information – Basic static information of thecustomer. 2. Products held by customer information * Products which are not held within the bank are recorded in a table called CR.OTHER.PRODUCT. 3. Customer Activity - All activities which have happened and will happen in future for the customer are displayed. This includes payments made and to be made. 4. Campaign and Opportunities – Information regarding the different campaigns sent out to the customer along with the response received for the same.
A customer can amend data through the CUSTOMER single window.
Figure 13 -SINGLE CUSTOMER VIEW
TEMENOS T24 User Guide Page 19 of 66
Customer Relationship Management
CRM users have to have access to only the above mentioned window. To setup, create a record for the required user in BROWSER.PREFERENCES indicating the main screen as CRM.START
Figure 14 – BROWSER.PREFERENCES
TEMENOS T24 User Guide Page 20 of 66
Customer Relationship Management
Login screen for a CRM user is as below.
Selecting a customer can be done using any of the fields shown below.
Figure 15 – MAIN SCREEN FOR CRM USER
A user can only access the customer single window. This user is specifically a CRM user and hence has no access to other areas of T24.
CUSTOMER CONTACT INFORMATION
Whenever a customer contacts the bank (be it for query or instruction), a log is created showing the history of the contact The following tables are used for logging the information.
CR.CONTACT.LOG.PARAM A parameter table which holds information on which field should be the tracking field for a customer in any application. These records are then recorded in CR.CONTACT.LOG. The screenshots below explain more.
TEMENOS T24 User Guide Page 21 of 66
Customer Relationship Management
A base record called SYSTEM is created to record how many transaction histories are to be held. * The following example shows the max history to be 3.
Figure 16 – CR.CONTACT.LOG.PARAM
Other than SYSTEM record, any application (with or without version) can be given as ID Since customers are tracked with a customer number or account number (or both), we specify the same in parameter record. An example is shown below. Note: Though validation against the fields is done for the application, user has to make sure the correct customer and account fields are given.
Figure 17 – CR.CONTACT.LOG.PARAM
TEMENOS T24 User Guide Page 22 of 66
Customer Relationship Management
Example Let us track a MORTGAGE for a customer
Figure 18 – MORTGAGE RECORD FOR TRACKING CONTRACT LOG We have given the mortgage tracking fields in CR.CONTACT.LOG.PARAM as given above.
TEMENOS T24 User Guide Page 23 of 66
Customer Relationship Management
Figure 19 –CR.CONTACT.LOG FROM MORTGAGE RECORD
A manual entry done directly in CR.CONTACT.LOG table is shown below.
TEMENOS T24 User Guide Page 24 of 66
Customer Relationship Management
Manual update
Figure 20 –MANUAL UPDATE OF CR.CONTACT.LOG
CR.OTHER.PRODUCTS
Sometimes banks wish to record information regarding customers assets/liabilities held outside the bank. They can be recorded in an application called CR.OTHER.PRODUCTS. This is an information only application and does not have any financial implication with T24. This record is populated manually and CRM shows the information with regards to other products in the product window of the CUSTOMER single view.
TEMENOS T24 User Guide Page 25 of 66
Customer Relationship Management
Figure 21 – CR.OTHER.PRODUCTS
CR.CONTACT.LOG.FUTR and CR.CONTACT.LOG.HIST There are two contact files named CR.CONTACT.LOG.FUTR and CR.CONTACT.LOG.HIST both of which holds CR.CONTACT.LOG table information for a customer based on whether they are past or future events. Both these tables are updated when CR.CONTACT.LOG is updated with a new record or an existing record is updated.
CR.CONTACT.LOG.FUTR
The example shows various Logs which are future events.
TEMENOS T24 User Guide Page 26 of 66
Customer Relationship Management
Figure 22 – CR.CONTACT.LOG.FUTR
TEMENOS T24 User Guide Page 27 of 66
Customer Relationship Management
CR.CONTACT.LOG.HIST
Figure 23 – CR.CONTACT.LOG.HIST
CAMPAIGN and OPPORTUNITY
A campaign is a event/publicity/contact held by the bank for its customer for the following purposes. •
A product announcement
•
Targeting specific type of customers (based on income, location etc).
CR.CAMPAIGN.DEFINITIONS
Before a bank selects customers to send a campaign too, a definition of the campaign has to be created.
CR.CAMPAIGN.DEFINITION records actual definition of the campaign. The record would be created with “CAMPAIGN.STATUS” as new. The record should be verified after which it moves to pending status.
TEMENOS T24 User Guide Page 28 of 66
Customer Relationship Management
To build list of customers who become part of the campaign, the service “CR.PROCESSING” is to be verified. Example : The below shown screenshot defines a car loan campaign being run for Students running from 30th Nov to 4th Dec. The record campaign status should contain New status
Figure 24 – CAMPAIGN DEFINITION.
TEMENOS T24 User Guide Page 29 of 66
Customer Relationship Management
Figure 25 – TSA.SERVICE FOR CRM
*Note: Company Mnemonic will vary according to each bank’s setup.
Once the TSA.SERVICE is completed the record moves to ‘Launched’ status
TEMENOS T24 User Guide Page 30 of 66
Customer Relationship Management
Figure 26 – CAMPAIGN DEFINITON SHOWING STATUS
The TSA.SERVICE also builds a list of opportunity records as explained below.
CR.CAMPAIGN.OPPORTUNITY Once a campaign is defined and a list of customer’s is built, an opportunity table records the history of each of the targeted customer.
TEMENOS T24 User Guide Page 31 of 66
Customer Relationship Management
Figure 27 – OPPORTUNITY RECORDS CREATED FROM CAMPAIGN
All the opportunity records will initially be in New status, once the bank receives a feedback from the customer, the status is moved by a customer servicing executive.
TEMENOS T24 User Guide Page 32 of 66
Customer Relationship Management
Figure 28 – CR.CAMPAIGN.OPPORTUNITY RECORD
A process is created for each customer to send out the information through the delivery channel mentioned.
PROSPECT MANAGEMENT The CUSTOMER TYPE on the CUSTOMER table enables the differentiation between customers who are actively doing business with the bank and Prospective Customers. A customer with a CUSTOMER.TYPE of PROSPECT is only allowed a period of time (CUST.RETENTION) to be on the system, after which the prospective customer information is removed by the CUSTOMER PURGE process in the Close of Business. A customer can have its CUSTOMER .TYPE set to ACTIVE by any one of the following activities and once ACTIVE cannot be reversed. A prospective customer record is manually modified to activate the customer. An unauthorised transaction is entered for a customer, for example an account or a limit is opened for a customer, or a customer takes out a loan without having an account or limit with the bank.
The system defaults for allowing input of prospective customers are as follows: The default is YES for fields that do a direct check on the CUSTOMER table, i.e. they have SYS.REL.FILE (CHECKFILE) defined as CUSTOMER on the relevant STANDARD.SELECTION record.
TEMENOS T24 User Guide Page 33 of 66
Customer Relationship Management
The default is NO for fields that can either optionally consist of a customer code or free text, or fields that contain a customer code as a component of the field.
However the system defaults can be overridden using the application CR.CONTACT.LOG.PARAM. For example LIMIT where the customer code is the first part of the key delimited by ‘.’ can be set to YES to allow input for prospective customers, whereas CUSTOMER.SECURITY with a key of customer code can be set to “NO” to block input for prospective customers.
It is not possible to reverse an active customer record, however a prospective customer record can be reversed, in fact all data relating to that customer will be removed.
There is an existing mechanism to log customer contacts, this is normally related to authorised contracts, but the customer log (CR.CONTACT.LOG) can be updated directly or via local routines. For example a customer may apply for a loan and be turned down, and then they may re apply for a loan at a later date and be accepted. In both cases the CR.CONTACT.LOG could be updated
SET UP The following files need to be updated to enable the process of Prospect Management
COMPANY – this is used to define the defaults setup CR.CONTACT.LOG.PARAM – this is used for an application to override the defaults. CUSTOMER – the CUSTOMER.TYPE is used to denote that the customer is either a PROSPECT Or ACTIVE (blank defaults active)
TEMENOS T24 User Guide Page 34 of 66
Customer Relationship Management
Figure 29 Company record
The above company has been set up to retain a Prospective Customer for 90 days without any contacts, after which all data for the prospective customer will be deleted. The CUST .RETENTION input may only be NND or NNM where NN is a positive number , D is Days and M is Months. The retention period is determined using the last contact date for prospective customers on its CR.CONTACT.LOG record. If it is not set up then the AUDIT.DATE.TIME on the customer record is used.
Figure 30 CR.CONTACT.LOG.PARAMETER record SYSTEM Please refer to previous section of CRM User Guide on CR.CONTACT.LOG.PARAM
TEMENOS T24 User Guide Page 35 of 66
Customer Relationship Management
Figure 31 C R.CONTACT.LOG.PARAMETER record LIMIT This allows LIMIT input against a Prospect Customer, and will activate this Customer.
Figure 32 CUSTOMER.PROSPECT
TEMENOS T24 User Guide Page 36 of 66
Customer Relationship Management
Figure 33 CUSTOMER record Note that a LIMIT may be input against this Prospect Customer 900288 and will activate it.
Figure 34 LIMIT record
TEMENOS T24 User Guide Page 37 of 66
Customer Relationship Management
Figure 35 LIMIT
Figure 36 CUSTOMER.PROSPECT
TEMENOS T24 User Guide Page 38 of 66
Customer Relationship Management
Figure 37 CUSTOMER record. After the LIMIT has been input against Prospect Customer 900288, it is no longer a Prospect and has now CUSTOMER TYPE as ACTIVE.
Figure 38 CR.CONTACT.LOG.PARAMETER
TEMENOS T24 User Guide Page 39 of 66
Customer Relationship Management
Figure 39 CUSTOMER.SECURITY This inhibits the input of a Prospect Customer as a CUSTOMER. SECURITY.
Figure 40 COMPANY
Figure 41 CR.CONTACT.LOG.PARAMETER
TEMENOS T24 User Guide Page 40 of 66
Customer Relationship Management
Figure 42 CUSTOMER PROSPECT
Figure 43 LOANS.AND.DEPOSITS record. Note that if System default is NO prospect allowed, it cannot be overridden .
TEMENOS T24 User Guide Page 41 of 66
Customer Relationship Management
CUSTOMER PROSPECT
Figure 44 CUSTOMER.PROSPECT list
Figure 45 CUSTOMER.PROSPECT
TEMENOS T24 User Guide Page 42 of 66
Customer Relationship Management
Figure 46 CUSTOMER An example of a prospect Customer 900287
CUSTOMER.PURGE This is done during the Close of Business process, to remove the Prospect customers that have had no contact for the retention period.
Figure 47 List of customers who are prospective.
TEMENOS T24 User Guide Page 43 of 66
Customer Relationship Management
Figure 48 Enquiry on Customer who has passed retention period.
Figure 49 Customer has been deleted Prospect Customers that have passed Retention period are completely deleted.
SALES OPPORTUNITY MANAGEMENT Overview of Input and Processing Definition and input of parameters and controls
COMPANY and LOCKING file Company record need to have the PGM.AUTOM.ID PW.ACTIVITY.TXN and PW.PROCESS as shown. The
Figure 50 Company record
Figure 51 Locking record
TEMENOS T24 User Guide Page 44 of 66
set
for
application
Customer Relationship Management
Figure 52 Locking record
CR.OPPORTUNITY. PARAMETER This file contains details regarding the initial setup needed for both Propensity and Campaigns that lead to the final creation of CR.OPPORTUNITY. The ID of the Parameter table is SYSTEM. You will have to give instructions to the system as to what needs to be done when an INBOUND or OUTBOUND opportunity already exists. This is given in the associated multi value fields PROP OVERWRITE until PROP ACTION. This action can be performed based on the existing status of the Propensity. In the example given below the parameter record is setup to duplicate the propensity if the status is NOT.COMMUNICATED.YET
Figure 53 – CR.OPPORTUNITY.PARAMETER Record
The REJECTED PERIOD gives the period until which the CUSTOMER should not be disturbed with the propensity or campaign if it’s been rejected already
TEMENOS T24 User Guide Page 45 of 66
Customer Relationship Management
The PERIOD and the MAX.OB.OPPOR field is where we need to give the duration and the maximum number of Propensity or Campaigns that can be created. We denote Propensities as INBOUND operations and Campaigns as OUTBOUND operations. The
PROP
PRIOR
STATUS
is
linked
to
the
different
status
found
in
the
CR.OPPORTUNITY.STATUS file. The PROP ACTION can take 3 values Duplicate, Overwrite and Skip. The difference in all these is as follows When set to Duplicate what happens is , if a Propensity / Campaign already exists for the Customer based on same selection criteria then duplicate entries of CR.OPPORTUNITY records get created. When set to Skip what happens is, if a Propensity / Campaign already exists for the Customer then the new creation of CR.OPPORTUNITY records are not created. When set to Overwrite what happens is, if a Propensity / Campaign already exists for the Customer then new creation of CR.OPPORTUNITY records are created, but for the old CR.OPPORTUNITY records the OPPOR.STATUS field is set to SUPERCEDED.
CR.OPPORTUNITY.DEFINITION This file is where we set up the Definitions for both INBOUND and OUTBOUND opportunities.
TEMENOS T24 User Guide Page 46 of 66
Customer Relationship Management
Figure 54 – CR.OPPORTUNITY.DEFINITION Record
The ID of the CR.OPPORTUNITY.DEFINITION record is a free text. Here we define the Purpose of having this definition. In our example we have it as CAR LOANS. The first 2 fields are used to describe the purpose of having this CR.OPPORTUNITY.DEFINITION record. The Product field accepts only value from the AA.PRODUCT.CATALOG file. If AA product is not installed then it refers to any CATEGORY record. The Direction has only 2 options INBOUND / OUTBOUND. For a propensity this should be always INBOUND and for a Campaign this field should be OUTBOUND. The QUAL Rule defines the Rule(s) to be applied against the Context. This rule should have a valid entry in the EB.RULE file. The OPPOR Channel field describes the channel(s) by which the opportunity is communicated to the client. The channels are defined in the EB.CHANNEL file in T24 .
OPPOR Channel and ORIG process defines the PW activity that is attached to this definition which creates the process workflow based on the Trigger Status defined.
The OPPR Workflow will be used, in conjunction with the channel. The opportunity will employ different workflows for each channel used. An opportunity workflow can be appended to both an inbound and an outbound communication. However, only an outbound communication will automatically generate a PW Process. An inbound opportunity will generate an outbound opportunity if the customer indicates that they are interested in the opportunity. The ORIG Process defines the PW.PROCESS that will be initiated if the opportunity to be generated is taken up by the customer. The TRIGGER Status field is used to indicate the status code of the Opportunity which, when reached, should initiate the origination Process. Since this is Opportunity is created automatically when a Service is run it needs an OFS SOURCE record to be defined which is of Source type GLOBUS. In the example shown above we have attached PW.OFS which is of GLOBUS source type and a version to process this as PW.PROCESS. The Version should be PW.PROCESS only and no other version is allowed to be entered in this field. When opportunities are generated, they can only be applied to specific customers. Therefore, the OPPORTUNITY records should be CUS level files. However, some opportunities may only be applicable to specific companies – for example, when a campaign relates to a single company, or when a product is only available in a restricted set of companies. This field enables the user to specify in which companies. The AVAIL.COMPANY field specifies for which company the Opportunity will be created.
CR.OPPORTUNITY.GENERATOR This file specifies the customers and opportunity templates that should be run in a specific circumstance. There are multiple different circumstances that could apply. An example would be that during a Batch an opportunity record could be generated to select a group of customers and run a set of templates against them, to generate a number of propensity opportunities.
TEMENOS T24 User Guide Page 47 of 66
Customer Relationship Management
An additional role of the opportunity generator is to generate the contexts that need to be passed to the rules engine for evaluation, when determining whether opportunities should be generated. The OPPORTUNITY TABLE therefore contains two multi value sets. The first indicates which table will provide the ‘starting point’ list of records that will be used in the rules. The second multi value set would use these records and identify the fields on the records which themselves hold ids which link to other contexts For example, there may be a rule which is based on mortgages, which effectively says ‘Find all Platinum Rated customers who have a mortgage worth more than $1,000,000’. We want to offer them a new Home Improvement Loans product’. This rule would be initially based on the Mortgage (mortgages with values greater than $1,000,000), so this would be the ‘Primary Context Table’. However, in order to evaluate whether they are ‘Platinum Customers’ we would also need to view the Customer table. So we would need to specify in the Mortgage application which field indicates the Customer that should be passed across as well, to evaluate whether they are a Platinum customer.
Figure 55 – CR.OPPORTUNITY.GENERATOR record
TEMENOS T24 User Guide Page 48 of 66
Customer Relationship Management
The OPPOR.DEF field is linked to the CR.OPPORTUNITY.DEFINITION file. Only an INBOUND opportunity can be linked to a CR.OPPORTUNITY.GENERATOR. The Type field gets automatically updated with Propensity. The fields relating to the primary Context can be defined in the fields relating to PRIM.CTX. PRIM.CTX.TBL should have a File that is present in the STANDARD.SELECTION record. The Field should be a valid field of the application. The thing to note here is that it should be a single value field or a Local Ref field. This does not accept Multi value fields. A few examples of how the operands can be used along with Criteria are illustrated below.
Figure 56
Figure 57 The fields CUST CTX FLD is where we need to specify the field in the Primary Ctx field that has the Customer Code defined. Since in our example the PRIMARY CTX is CUSTOMER we have @ID in this field. For Example in an MM / LD Applications it could have CUSTOMER.ID. The Linked CTX field gets updated automatically on Commit which is nothing but the EB.CONTEXT which is attached to the EB.RULES. All contexts required by all rules and the opportunity templates must be given a source ID– an ID from which the relevant data can be derived. Therefore, every Linked Context multi value set must be told which field contains the value which can be used as an ID for this context LINKED.CTX.FLD tells the system the field in the Primary Context table that contains the value which can be used as an ID for the linked context. Must be a single value field on Primary context table.
Figure 58 The STATUS field is a System updated field that has value like PENDING, RUNNING, GENERATED etc. When the CR.OPPORTUNITY.GENERATOR file is verified this STATUS moves to Pending. The TSA service selects only records that are in PENDING status for processing. This is changed to RUNNING when the records are being processed and moved to GENERATED once completed.
TEMENOS T24 User Guide Page 49 of 66
Customer Relationship Management
The START.DAY represents the Starting day of the Opportunity. This should be TODAY or a date greater than TODAY. Duration which is nothing but the day until such time the Opportunity is valid is given in this field. It can take values in Days, Months, Week or Year. Ex 1Y, 2W, 3M etc.
CR.CAMPAIGN.GENERATOR Set up of the CR.CAMPAIGN.GENERATOR a record is done to create Opportunities for Customers where a Campaign can be generated. This file is similar to the CR.OPPORTUNITY.GENERATOR for most of the fields expect for some.
Figure 59 – CR.CAMPAIGN.GENERATOR Record
The OPPOR.DEF field takes only CR.OPPORTUNITY.DEFINTION s which is only OUTBOUND. The CAMP START DAY and END day are given to specify the period for which the generated
TEMENOS T24 User Guide Page 50 of 66
Customer Relationship Management
OUTBOUND opportunities for the Campaign is valid. The Sample size specifies the number of records that will be generated finally based on the Criteria that are specified. Although the selection criteria may fetch more records only the number of records that are given in the sample size is created. The fields Iteration STATUS, ITERATION NUMBER, RUN DATE are updated when OPPORTUNITY is created using the Service is run.
CR.CUST.OPPOR.HIST This file will be automatically populated by the system, to reflect for this customer the update caused by the raising of this opportunity. For the purposes of this scenario, it is assumed that there were no other opportunities present at the moment that this opportunity was generated
Figure 60 - CR.CUST.OPPOR.HIST record
Here the PRODUCT field describes the product for which an OPPORTUNITY was created. The CR.OPPORTUNITY ID is updated in the next field OPPORTUNITY. Date Created holds the date when this was created. Direction is OUTBOUND for CAMPAIGN and INBOUND for PROPENSITY. Campaign id denoted the CR.CAMPAIGN.GENERATOR or CR.OPPORTUNITY.GENERATOR id which leads to the creation of this opportunity for the Customer. This is a Live File and the ID is that of the CUSTOMER to whom the Opportunity was created.
CR.OPPORTUNITY The file contains the Opportunities that are created for the CUSTOMERS. Both the INBOUND and OUTBOUND are stored here. The record that is created here based on some business requirements. Opportunities are raised through propensity or campaigns. These records are generating by the OPPORTUNTIY PROCESSING SERVICES that are available. The processing of INBOUND is different to that of the OUTBOUND. The OUTBOUND processing involves processing using a Process Workflow that is attached. Given below is an example of a CR.OPPORTUNITY record that was created automatically by a Service that was run.
TEMENOS T24 User Guide Page 51 of 66
Customer Relationship Management
Figure 61 - CR.OPPORTUNITY record for INBOUND
The CR.OPPORTUNITY is an AUTO generated number. Here we have the CUSTOMER details to which this INBOUND propensity was created in the CR.OPPORTUNITY file. This file also records the CR.OPPORTUNITY.DEFINITION and the CR.OPPORTUNITY.GENERATOR details. The Start and End date until which this Opportunity is valid is also updated. The Company where this Opportunity is valid and the mode of communication to the Customer is updated in the INBOUND Channel field. The Opportunity Status is updated as well. This is a valid entry in CR.OPORTUNITY.STATUS file.
If the opportunity is inbound, then this field INBOUND Channel will list the channels through which the user can be contacted for this opportunity. This field will have been validated against both the opportunity template for available channels, and also the customer profile to determine through which channels they can be contacted. This field will be cleared when the opportunity is changed from inbound to outbound.
TEMENOS T24 User Guide Page 52 of 66
Customer Relationship Management
A sample of a CR.OPPORTUNITY for an OUTBOUND Campaign is shown in the figure below.
Figure 62 CR.OPPORTUNITY for an OUTBOUND Campaign
In the Figure above you will see that the CAMPAIGN ID field is updated for OUTBOUND and not OPP. GENR.ID field. The OPPOR PROC ID is updated as well. This is the ID of the PW.PROCESS that is attached as a workflow for the creation of this OUTBOUND campaign.
TEMENOS T24 User Guide Page 53 of 66
Customer Relationship Management
CR.OPPORTUNITY process creation for propensity Here we try to explain the process involved in the creation of CR.OPPORTUNITY for a CUSTOMER. When we say propensity we mean an INBOUND operation. This process involves the setup of the CR.OPPORTUNITY.DEFINITION initially. Then the CR.OPPORTUNITY.GENERATOR record is created. We need to verify the record that is created in this file to move the OPPOR.STATUS to PENDING. A TSA Service called CR.OPPORTUNITY.PROCESSING is run. This Service will select all the PENDING records and process the opportunities based on the specific selection criteria given.
CR.OPPORTUNITY process creation for Campaign The Process of creating opportunity for Campaigns is different from those of propensity. The process is the same for the creation of the CR.OPPORTUNITY.DEFINITION and CR.CAMPAIGN.GENERATOR but the difference lies in the Services that are run to generate the OPPORTUNITY. The TSA Service CR.CAMPAIGN.PROCESSING is run initially to process these records in PENDING status. The Services that needs to be run are shown below. This needs to be run in order.
Figure 63- TSA Service - CR.CAMPAIGN.PROCESSING
above CR.CAMPAIGN.PROCESSING Service is run first to process the CR.CAMPAIGN.GENERATOR record where the OPPOR.STATUS is set to PENDING. The status changes to Pending when the record is verified. This service is run to form a PW.PROCESS message as an OFS String into the OFS.MESSAGE.QUEUE.
The
TEMENOS T24 User Guide Page 54 of 66
Customer Relationship Management
Figure 64
Above we see the CR.CAMPAIGN.PROCESSING service being run and below we have the records in the OFS.MESSAGE.QUEUE.
Figure 65
Another service is run to process these OFS strings which are formed in the OFS.MESSAGE.QUEUE. Care should be taken to have the PW Setup in place. A PW workflow is necessary for any OUTBOUND creation of CR.OPPORTUNITY. The Next Service that is run is the OFS.MESSAGE.SERVICE which converts the PW.PROCESS message to actual transactions and updates or writes it in another file called the OFS.RESPOSE.QUEUE.
TEMENOS T24 User Guide Page 55 of 66
Customer Relationship Management
Figure 66 - TSA Service - OFS.MESSAGE.SERVICE
The record as seen in the OFS.MESSAGE.QUEUE is shown
Figure 67
Figure 68 The above figure shows the records in the OFS.RESPONSE.QUEUE. The PW.PROCESS record is also created simultaneously.
TEMENOS T24 User Guide Page 56 of 66
Customer Relationship Management
Figure 69 – PW.PROCESS
TSA Service - OFS.RESPONSE.QUEUE
TEMENOS T24 User Guide Page 57 of 66
Customer Relationship Management
Figure 70 - TSA Service - OFS.RESPONSE.QUEUE
All that the OFS.RESPONSE.QUEUE service does is the purging of records from the OFS.RESPONSE.QUEUE created by the OFS.MESSAGE.SERVICE while creating the PW.PROCESS.
Figure 71
TEMENOS T24 User Guide Page 58 of 66
Customer Relationship Management
Figure 72 - TSA Service – PW.MAPPING
The above PW.MAPPING service is run to create the CR.OPPORTUNITY and also to map the PW.PROCESS to the CR.OPPORTUNITY.
Figure 73
This is the final service that is run to generate the CR.OPPORTUNITY for CAMPAIGNS. Once this service is run the PW.ACTIVITY.TXN record gets updated with few details like the Transaction Ref of the CR.OPPORTUNITY record and the TARGET.
TEMENOS T24 User Guide Page 59 of 66
Customer Relationship Management
Figure 74
The iteration Status field in CR.CAMPAIGN.OPPORTUNITY record is also updated as GENERATED An Opportunity which is a propensity can be changed to a Campaign. The process it to convert an INBOUND opportunity to an OUTBOUND opportunity. The reverse is not possible. The only difference here is that the first service to be started in this case is the CR.OPPORTUNITY.PROCESSING instead of the CR.CAMPAIGN.GENERATOR followed by OFS.MESSAGE.SERVICE, OFS.RESPONSE.QUEUE and the PW.MAPPING.
Enquiry for CR.OPPORTUNITY
Figure 75 – CR.CUST.OPPORTUNITIES Enquiry
TEMENOS T24 User Guide Page 60 of 66
Customer Relationship Management
An ENQUIRY CR.CUST.OPPORTUNITIES is available to select all CR.OPPORTUNITIES records, which have the corresponding item records generated, various operations can be performed using this enquiry itself.
Figure 76
A Dropdown that is available help you to do certain operation like View, Edit, or Reject an Opportunity. There is an option to View the Opportunity / Campaign Generator that created the CR.OPPORTUNITY. You can also view the Customer for whom the opportunity was created. The PW process workflow is also done using this Enquiry which caters to Initiating the Sales and Originating workflow.
Relationship Table This will provide additional business functionality in CRM to create groups between the customers who have a relationship with the bank. New tables CR.RELATIONSHIP and CR.INTRODUCTION.SOURCE are developed to register the relationships and to indicate the groupings within the customers.
TEMENOS T24 User Guide Page 61 of 66
Customer Relationship Management
Figure 77 CR.RELATIONSHIP
TEMENOS T24 User Guide Page 62 of 66
Customer Relationship Management
Figure 78 CR.RELATIONSHIP
Field Name
Type
Description
@ID
A
Unique identifier of Relationship.Length of Key can contain 35 character
RELATIONSHIP.NAME
A
Description of Relationship.Length can be 50L.Mandatory field for this table
XX<XX.RISK
A
Description about the risks associated with the Relationship.
XX>XX.WHY.RISK.ACCEPTED
A
For each risk, bank details why it considers the risks
TEMENOS T24 User Guide Page 63 of 66
Customer Relationship Management
acceptable
BOOKING.CENTER
DAO
Booking centre for the relationship.This field is linked to Dept Acct officer table.
BRANCH.CODE
DAO
Holds the details about company in which relationship is available.This field is linked to company table
REL.MANAGER
DAO
Holds the details about relationship manager.This field is linke to DAO table
XX.FURTHER.MANAGERS
DAO
Holds the details about supplementary managers who assist i relationship.This field is linked to DAO table
A
Holds the MISC no allocated by bank MISC system. Length be 10L Alphanumeric value.
Dropdown
Options are New PWM Relationship, Existing PWM Relations Update to existing KYC/Periodic Update.This is linked to virtu EB.LOOKUP table
MIS.CODE XX
A
XX-XX.UPDATE.REASON
Holds the Reason for update
XX>UPDATE.DATE
D
Holds the Date of update
REL.START.DATE
D
Holds the Date for start of relationship.Forward value dates ar not allowed
HOW.INTRODUCED
Check file
Linked to new table CR.INTRODUCTION.SOURCE
XX.INTRO.DETAILS
A
Holds the Introduction details
MARKET.INDICATOR
Dropdown
Dropdown field uses EB.LOOKUP table.Options are Target Market; Non-Target Market; Sensitive background.
RETROCESSION.PAYMENT
Dropdown
Valid options :YES /NO
A
Holds the Retrocession details to be paid as result of relations
XX.REFERENCES
A
References used in the generation of this relationship
XX.PRIMARY.CONTACT
A
Details about primary contact person for relationship manage
XX.RETROCESSION.DETAILS
TEMENOS T24 User Guide Page 64 of 66
Customer Relationship Management
CALC.AML.EVALUATION
Tick-Box
Dropdown field uses EB.LOOKUP table.Options are Low, Medium, PEP/High
MANUAL.AML.EVALUATION
Tick-Box
Dropdown field uses EB.LOOKUP table.Options are Low, Medium, PEP/High
PROFILE.REVIEW.EVAL
Tick-Box
Dropdown field uses EB.LOOKUP table.Options are Low, Medium, PEP/High.
XX.REASON.DIFFT.RISK.EVAL
XX.FOLLOW.UP.REQUIRED
A
Indicate reason why Client Profile Review came up with a different profile
A
Any follow-up actions taken by RM
Drop down
TAGGING.REQUIRED XX.RESTRICTIONS.REQUIRED
A
Options are Red-flag, staff, staff-related, Other Any restrictions / monitoring to be placed on client's account
Figure 79 CR.INTROLDUCTION.SOURCE
TEMENOS T24 User Guide Page 65 of 66
Customer Relationship Management
Field Name
Type
Description
@ID
10,A
Unique idenfifier of for source of introduction
DESCRIPTION
50L,A
Standard Text field
XX.COMPANY.AVAILABLE
COM
Hold the details about companies where introduction is Available. This field is linked to company table.
TEMENOS T24 User Guide Page 66 of 66
More Documents from "irwan"
The Clearing Messages-r10.01
January 2021 2
Askep Hipermetropi.doc
February 2021 0
Crm.pdf
January 2021 5
Press Tool Master File
February 2021 1
Buku Senyawa Alam Dan Metabolir Sekunder.pdf
February 2021 0