1. Studiu de caz – Banca Transilvania detalii despre impactul implement ă rii soluţiei CRM Ionela Ros Call Center Manager Banca Transilvania Denis Stadler Manger, CRM Business Unit Crescendo RoRB, Editia a X-a, Bucuresti, 17.06.2010

2. Agenda About CRESCENDO, the IT&C Solution House Microsoft Dynamics CRM References Dynamics CRM in Banca Transilvania

3. CRESCENDO, the IT&C Solution House  Over 9 years of experience in implementation and customization of Customer Relationship Management Solutions  Certified team with competences in implementing Microsoft Dynamics CRM in various industries. Our team has almost 10 Microsoft CRM certified specialists.

4. Crescendo’s experience is based on numerous projects, such as: Procredit Bank ProCredit needed a safe and viable infrastructure, a contact center solution for call management, integrated with a CRM application. Case study: www.cisco.com/web/RO/pdfs/press_06_07/Procredit_Cisco_21iunie.pdfwww.cisco.com/web/RO/pdfs/press_06_07/Procredit_Cisco_21iunie.pdf Valoris Center (call center outsourcing) The implementation assured Valoris capacity of delivering telesales, telemarketing, survey etc. services to its clients. Case study: www.microsoft.com/romania/business/studiu_de_caz/Valoris.aspxwww.microsoft.com/romania/business/studiu_de_caz/Valoris.aspx References

5. Transilvania Bank The project initially started from the idea of assuring a Call Center informational support, but during the analysis phase we generated another scope which was the implementation of inter branches service order management processes. Case study: www.microsoft.com/romania/business/studiu_de_caz/Banca_Transilvania_CRM.aspx www.crescendo.ro/en/cl_studii.php Case Study – Banca Transilvania

6. Case Study: Banca Transilvania Business Challenges Improvements in Customer Satisfaction and Retention. Customer Interaction Management via Call Center Telesales Campaign Management Complaint Management Customer Central Data Repository Internet Banking Service provisioning automation

7. Case Study: Banca Transilvania The Solution Integration into existing 3 rd party Call Center Solution Familiar User Interface to meet the bank’s business needs. Microsoft Dynamics CRM Solution Extended Solution Implementation (Call Center, Retail Activities in all Bank Branches) Complex Project (Implementation Period: 7 Months)

8. Case Study: Banca Transilvania The Benefits 360 Degrees Customer View and Transparency Improved Customer Service and Satisfaction – The Call Center can process more calls – Improved quality of the calls – Average time to resolve an issue was reduced due to customer history information and due to complaints management process Improved Marketing and Telesales – 30% increase in telesales productivity – Promotional Campaign in only 5 to 10 minutes – Success rate of up-selling and cross-selling campaigns is 6%

9. Case Study: Banca Transilvania The Benefits Increased Call Center Productivity – Answer rate for the calls increased with 20% – Monitoring Call Center Agents activity Reports and Analytic CRM – Sales Dashboard: Number of products per customer / branch / city – Phone Calls Summary (with data collected after 6 months of activity)

10. The Benefits – Win : Win Situation Internet Banking Service provisioning automation Internet Banking Request Internet Banking Service Provisioning Automation 2-3 days to complete 50% Sales Increase Automatically Print of Contract MS CRM Forms Submit Automatically Selection and Print of Profiles Login Info for being Sent Profiles are Sent to Branch

11. Q & A ionela.ros@btrl.ro denis.stadler@crescendo.ro