2. Agenda Our company FSI Challenges & Opportunities Our Services & Solutions Capital Market Back Office Customer Service Sales Force Automation Document Management Data Management & Business Consulting Delivery Approach Case Study & Demo
3. About Zanibal Started with a mission to deliver cost effective and flexible on-demand solutions Headquartered in San Jose, California Started operations in Lagos – Jan 2008 Large and growing base in FSIs Award winning solutions. Technology Marketing Corporation's Best Software Service "Keep an Eye On" The CPA Technology Advisor
4. Zanibal - Some Customer Quotes “The ability to leverage the insight and understanding of every customer's value at all service points has enabled us to deliver outstanding business performance at unprecedented low costs” –HarunaJalo-Waziri (CEO) UBA Stockbrokers Ltd “Our improved visibility to business performance and better customer and sales management enabled by Zanibal continues to help our bank outperform its expectations.” - Edson Sossai (VP Sales) Banco Itau Europa International “The web services integration b/w our home grown systems and Zanibal is so seamless and flexible that we can now deliver new business capabilities in 20% of the time it used to take us” – Roland De’Veries (CTO) InterraNet Group
6. Reusable Platform for Multiple Solutions Collaborative Customer Engagement Compliance Global Knowledge Base ERP/CRM Solutions Process Optimization eDiscovery Financial Market Solutions Enterprise Collaboration
7. Unified SOA PlatformTo Run A Business Tailor & Extend To Leverage Competitive Differentiators Zanibal: 3 Core Capabilities
8. Customization Web Services AppBuilder Easily Extend & Customize Zanibal Web Services SOAP, standards-based web service APIs extend system of record – Zanibal – to subordinate systems Zanibal CustomizationPersonalization, configuration, and vertical tailoring all within Zanibal Zanibal AppBuilderAllows for entirely new applications to be built within Zanibal including custom database tables, forms, process validation, and tabs Sales Marketing Service Zanibal Workflow
9. STP & Streamlined Business Processes Unified SOA PlatformTo Run A Business Tailor & Extend To Leverage Competitive Differentiators Zanibal: 3 Core Capabilities
10. Knowledge Base Tracking Web Store Orders Support Content MarketingCRM SALES MARKETING Back Office Processes SUPPORT BANKING INSURANCE CAPITAL MARKETS Zanibal Streamlined & Integrated Processes
11. Zanibal Professional Services Industry Best Practices Vertical domain expertise Streamlined process mapping and consulting Six-Stage Implementation Methodology From initial consulting, to data conversion to tailored end-user training “Train the Trainer” approach Self sufficient post implementation
12. Summary One complete front & back office system to deliver a single, real-time view of your transactions, customer and sales processes across all departments and all locations Applications designed for all businesses sizes Delivered as a hosted service or deployed on client’s site Designed for lowest cost of ownership and enterprise class scalability and performance. Easily extend functionality Via Built In Customization APIs & Web Services World class business consulting services Best practices implementation methodology
14. Our FSI Mantra “Help financial service institutions increase their revenue, streamline costs and drive organic growth through reengineering of their organizations and implementation of ourfront & back office management solutions”
15. Key Challenges for FSIs Lack of Support for Customer Activities Poor Sales Force Automation The tracking of sales activities and associated revenue pipeline is very rudimentary and there is poor visibility into the real time performance of the sales force. A lot of the activities required to supportcustomer business functions are manual. Most customer requests and cases cannot be initiated using self service web forms. Customer information from all channels is not integrated into a single view. Poor Analytical Capabilities Poor Document & Process Integration Disintegrated systems and platforms resulting in fragmented views of the customer, service issues and an inability to properly align the customers lifecycle with products at the right channels Most of the processes are manually tracked with no ability to monitor the real time execution of customer requests. KYC, AML and other regulatory compliance challenges due to poor document management capabilities.
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17. Core functions in the business units must be reengineered and automated with technology to be at least on par with best practice benchmarks.
18. Organizational design must reflect consolidated back office functions Consolidation & Organizational Redesign - > Shared Services Back Office Processes Customer Service Custody, Clearing & Settlement Trading & Funds Management Sales, Marketing & Research Transaction Management Finance (accounting, financial planning, reporting, forecasting) Human Resources (Benefits, compensation, recruitment, payroll, HRIS, etc.) Legal & Other Services Information Technology
19. A Capital Market Platform A shared service for: Retail Banking Capital Markets & Merchant Banking Wealth Management Brokerage (Equity, Insurance etc) Registrar Services Asset Management Custody & Trustees Pensions
20. Key Platform Capabilities A front-to-back technology platform to support: client interaction (Web Enabled) aggressive growth plans (Scalable) process reengineering (Single Data Model) lead generation (CRM functionality) client agreements (Document Management) transaction lifecycle (Workflow Tools) asset servicing (Interface to Ledgers) teamwork (User Groups) delivering strong technology ROI
34. Dashboard-Centric Management Key Performance Indicators (KPI) & Comparatives Trend Analysis Point & click content Drag & drop layout Dashboards as a Workspace AJAX Productivity Role-Based Dashboards for Executives, Managers and line of business personnel
35. Key CRM & SFA Benefits Operational Excellence Responsive and accurate delivery of customer requests across all channels Analytical Insight Analyze, predict and drive customer behavior Identify the right time to make the right offer to the right market Process Optimization Improve visibility and performance across all involved business processes Know More Sell More
43. Solution Architecture Enterprise Service Bus (Real time Integration) CRM SFA DM TOMS AWM CUST SRM BNK LEG App DB App DB App DB App DB App DB App DB App DB App DB App DB Extract, Transform & Load (ETL) Legend CRM – Customer Relationship Mgmt. SFA – Sales Force Automation DM – Document Management TOMS – Trade Order Management System AWM – Asset & Wealth Management CUST – Custody Systems SRM – Share Registration & Management BNK– Core Banking Application LEG – Legacy Systems Operational Data Warehouse (ODS) Data Mining & Enterprise Reporting
44. Data Warehousing Consolidate information on customers from all systems Bio, Household, Address, Valuation data Normalize data and uniquely identify customers across the various systems Store all customer transactions Trades, Position, Deposits, Withdrawals etc. Store asset valuation history across all systems and asset classes Equity, Bonds, Currency Building block for analytics & research Consolidated Analysis & Reporting Customer relationship/account valuation & segmentation Customer Lifecycle & Product Analysis Cross-sell & Up-sell Management Marketing design Segmentation & Lead Identification Compliance Reporting
64. Assess the Nigerian/ regional industry to examine the long-term growth prospects, the range of products/services offered, barriers to entry/exit and competitors’ positioning
77. Build a business case by reviewing the current state and using a set of transformation principles to help achieve the future state
78. Define the high level target business service model, products/services, operating model, organization model, technical and application architecture
79. Derive the required core competence in key business processes, organization, skills, management and technology
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81. Business plan outlining the core business services and value proposition, functional and technical architecture, strategic investment, sale and marketing plans
117. Demo - Sales & Marketing Highlights Leads can be generated on the corporate sites and captured directly into Zanibal for analysis and marketing programs Advanced reporting/segmentation of leads and customers for marketing purposes. Combined with product/account data from the ODS for cross sell & up sell analysis. All marketing plans can be attached to the clients record for use by sales or service reps Marketing campaigns can be designed, targets identified and attached and performance measured within the platform
118. Paper documents can be captured directly into electronic workflows using workflow enabled MFC scanners. Key meta data such as customer numbers, notes etc are captured at scan time. Batch numbers used for retrieval from the offsite location is also captured Generated PDF files automatically attached to the relevant Zanibal document. Electronic documents in any format can be uploaded and archived into customer records Documents used in resolving complaints or other transaction types in Zanibal can also be archived. Demo – Documents & Records Management
The context for this demo is to showcase a customer lifecycle (lead capture, lead qualification with workflow, campaign execution, lead conversion & account managementLead Capture:A lead will be captured from the demo bank websiteAfter showing the lead record in Zanibal, point out that a very simple lead processing workflow is automatically started and complete the “Validate Data” activity A number of emails and phone calls are traded with the lead and follow up tasks are also created during the qualification process. A proposal document that is sent to the lead is also captured into the lead accountAt the end go back to the “Home” tab and complete the qualification activity in the workflowAfter the qualification, a walk through for the Monacho HF campaign is done and the newly captured lead is added to the campaignAnother lead from the CABAL analysis is uploaded from an excel sheet and is also attached to the campaignAfter the campaign is executed and the web captured lead responds, his lead account is then converted to a customer account by running the lead conversion workflow. Account Management:Log into the online bankingShow the checking and savings balanceUpdate the contact info for the client and then follow the link into ZanibalNow show the “Activity Tracking”, Case, Contact, Opportunity & Financial Accounts Tab. Also mention that there are indicator prompts to help the CSRs understand his lifetime value. Point out that there is an indicator prompt that mentions that he is a target for our new Amex credit card productMention that the account tab has a complete view of all the holdings of this client across other product groups. Go back to the website and complete the application for the Credit CardFollow the link and then jump into the Case record. Walk through the case record and then complete the case workflow. Now go back to the website and open a current account transaction and complain about a transaction. Opportunity Management:Use “Emeka’s” account to discuss pipeline management (Sales Stages, Probability #s, Tasks & Doucments)Also mention what the workflow engine can be used to automate the entire process and make sure that tasks are correctly and timely executed. Case Management:Go to the website and complain about a given transactionFollow the link and show that case captured in Zanibal within context of the user’s accountUpload a document into the case and close out the case.Document Management:Search for emeka to see all the related doucumentsMention automated capture using cheap MFPs that are workflow enabledReports:Run the Key accounts report and show how the filters can be easily changed. Export the report as a PDF and click on an account to see its details. Modify the report and save it as a private report with some new filter added (Use the partner.ownerType = “ORG” to create a new report for companies)
