In this insightful case study, Marcus and Herbert explain how Sparda International implemented a suite of innovative social CRM tools to stimulate creativity, boost efficiency, enhance information-sharing and most notably, improve collaboration at the bank. In addition to helping with product management, service quality and sale/marketing, customers also experienced benefits

1. How Social Apps innovate CRM
in Banking and Financial Services
Social CRM 2012 Conference
Frankfurt, 11.6.2012
Speakers:
Click to add text

Marcus Eurskens
Managing Director | SPARDA International München
Herbert Wagger
Managing Director | INTRANET Software & Consulting GmbH
© 2012 INTRANET GmbH

2. Social CRM 2012
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Agenda
■ Introduction
■ Social CRM Project at SPARDA International Munich
■ Concept of Social Apps For Enterprises
■ Live-Demo
■ Q&A
| © 2012 INTRANET GmbH

3. Social CRM 2012
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SPARDA International Profil
Auswahl aus unserem Anlageuniversum
Bahnhofplatz Nymphenburger Str. 77
A-9500 Villach D-80636 München
Gemeinschaftsunternehmen der Sparda-Banken München eG
& Villach/Innsbruck reg. Gen.m.b.H.
Auswahl unserer Kooperationspartner Unternehmensprofil
• Gründung 1999
• Vermittlung von Versicherungs- und
Vorsorgelösungen, Kapitalanlagen, untern.
Beteiligungen und alternativer Investments
• angestellte Mitarbeiter, keine selbständigen
Handelsvertreter
• Geschäftsgebiet Oberbayern und Österreich
• ca. 29.000 Kundenverbindungen
| © 2012 INTRANET GmbH

4. Social CRM 2012
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INTRANET Software & Consulting GmbH
LAKESIDE B01, A-9020 Klagenfurt
Tel. +43(0) 4229 3900
http://www.intranet-consulting.at
Firmenprofil
• Founded 1997
• Independent Software Vendor
• Markets: Banks, Insurance, SMB
• 35 Installations, > 10.000 user
• Business partner in Germany (hedersoft)
| © 2012 INTRANET GmbH

5. Social CRM 2012
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INTRANET over the last years
New Technology

2000 2004 2008 2009 2011 2013
Integrated Frontend for Banking, Insurance, Web 2.0 Web 3.0
SMB
5| © 2012 INTRANET GmbH

6. Social CRM 2012
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Ziele
Social CRM Project at SPARDA International
■ Reduzierung des Verwaltungsaufwands. ( Personalaufwand)
■ Potentialerkennung ( Ertragssteigerung gesamt und pro Kunde)
■ Reduzierung der „ 1 Produkt-Kunden“. ( erhöhte Kundenbindung zum
Unternehmen)
■ „Know your customer“ Prinzip ( Anti-Attrition, erhöhte Kundenbindung,
Umsatzsteigerung)
| © 2012 INTRANET GmbH

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Nutzen
Social CRM Project at SPARDA International
■ Empfehlungskunden durch Verbesserung der Bestandskundenbetreuung
■ Umsatzsteigerung durch zufriedene Kunden
■ Effektivere Bearbeitung von Reklamationen (geringere Risiken)
■ Verbesserte Produktauswahl und Produktfocussierung möglich
■ Verbesserte Kunden- und Beraterzuordnung
■ Weniger Papier / Druck
■ Bessere interne und externe Kommunikation möglich
■ Effektivere Kundenselektion
| © 2012 INTRANET GmbH

8. Social CRM 2012
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Vorteile
Social CRM Project at SPARDA International
■ Übersichtlichkeit, Effektivität, Unkompliziert,
■ Mitarbeiter kennen Social Media, dadurch keine Berührungsängste – ganz im
Gegenteil
■ Social Media ist die Zukunft. Kein uns bekanntes Programm baut so intensiv
darauf auf.
■ ausbaufähig
| © 2012 INTRANET GmbH

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Concept of Social Apps For Enterprises
Watch out this Prezi
9| © 2012 INTRANET GmbH

10. Social CRM 2012
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“Safebook” brings the Best of the Consumer Web to
Banking Business
Selling experience Analytics
Recommender Engine
Social Networking
Genius
Tagging, Rating,
Real Time conversation,
Subscription
micro blogging
Everyone can contribute User Experience
with his knowledge „sexy UI“
| © 2012 INTRANET GmbH

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The Benefits of a Social Intranet
Source: cmswire.com
| © 2012 INTRANET GmbH

12. Social CRM 2012
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Live-Demo
Social CRM
360ƒ CRM- and social view
>
Produpedia
SalesWiki, Rating, Tagging, …
>
i-Tweet
Micro Blogging & Activity Stream
>
Social Enabler, XNames
Lotus Connections, Dropbox, Facebook
>
Social Analytics
Email, Calendar, i -Tweets >
12| © 2012 INTRANET GmbH

13. Social CRM 2012
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Resources and Links
■ Case Study: How Social Apps Innovate CRM in Banking and Financial
Services
■ Adding social and mobile access capabilities to CRM increases
productivity of sales people by 26.4 percent
■ Social Apps For Enterprises: „Safe, Social, Sexy“
■ Herbert Wagger‘s Blog
| © 2012 INTRANET GmbH

14. Social CRM 2012
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Q&A
Marcus Eurskens
marucs.eurskens@sparda-m.de
Herbert Wagger
wagger@intranet-consulting.at
www.safebook.info
@HerbertWagger
facebook.com/HerbertWagger
14| © 2012 INTRANET GmbH

15. Social CRM 2012
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Backup Slides
| © 2012 INTRANET GmbH
www.intranet-consulting.at

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Social CRM (1)
■ Purchase Probability (Amazon)
■ 360 degree customer view,
profiling, segmentation,
products, financial status, ...
■ Social Client acquisition
(Campaigns, Opportunity
Management, Contact
Management)
■ “Follow” a Customer and get
posted via Activity Stream
■ Advisory functions, Financial
Planning (As-is analysis,
szenarios, calculations, tools)
■ Sales planning/monitoring and
controlling
16| © 2012 INTRANET GmbH

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Social CRM - 360° view on customer incl. social view
■ i-Tweets from inside the
organisation
■ Social Profiles & Conversations
(Facebook, Twitter, Google+,
LinkedIn, ...)
■ Cross selling potential
■ Opportunity Management
■ Activity Management
■ Appointments, ToDo‘s, e-mail
17| © 2012 INTRANET GmbH

18. Social CRM 2012
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Produpedia – the SalesWiki
■ Wikipedia concept, everyone
can contribute with his
knowledge
■ Product Knowledge Base,
Terms & Conditions, Highlights,
add-on Products, ...
■ Best Practice in sales, tactics,
sales arguments
■ Cloud Tags, Product Finder
■ Comments, Ratings, Tagging
■ Top Charts, What's New,
Popular, ...
■ Blogs
■ Microblogging, publish feeds
into i-Tweet 18| © 2012 INTRANET GmbH

19. Social CRM 2012
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“i-Tweet”, internal wall, micro blogging, info-push
■ Integrate People, Content and
Applications
■ Follow colleagues or experts
across the organisation
■ Follow campaigns, loan
applications, hot customer
cases etc.
■ Social Product Livecycle,
involve Product Managers,
Marketing, Sales, Legal, Sales
Rep. in a feedback-loop.
■ i-Bank or external systems start
talking to you via the live-feed
and status updates.
■ Comments, Like, Share, Tagging
19| © 2012 INTRANET GmbH

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“XNames”, Social Address Book, Communities, ...
■ Connect with and „follow“
colleagues, groups and
specialists inside the Intranet
and share information, ideas
and knowledge
■ Existing groups from the
Domino Directory can be used
for posting information (similar
to Google+ circles)
■ ad-hoc groups can be build and
joined to work on certain
business cases inside i-Bank
■ XNames is used inside
safebook/i-Bank. Profiles from
Lotus Connections can
interface.
20| © 2012 INTRANET GmbH

21. Social CRM 2012
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Enterprise AppStore
■ Engage the user community,
rather than merely listing
applications.
■ Embrace agile methods to
regularly deploy new
functionality.
■ Apply application intelligence,
combined with DevOps
disciplines, to improve the apps
over time.
■ Mesure developer success
through consumption and
application intelligence
feedback, rather than mere
productivity or project
completion.
21| © 2012 INTRANET GmbH

22. Social CRM 2012
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Social Analytics (mail, calendar, i-Tweets)
■ Email Ranking to find the top
contacts internally and
externally as well as e-mails
from customers.
■ Tag Searching to analyse
popular subjects or terms,
presented in a tag cloud.
■ Mail statistics: mails
send/received, did people
respond to you, did you answer
e-mails, busiest day in the
week, etc.
■ Analytics on calendar: number
of meetings, how much time
spent, Participants ranking,
where, main subjects, ...
22| © 2012 INTRANET GmbH