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If we focus on results, things will not change if we focus on change, we will get results.

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Presentation on theme: "If we focus on results, things will not change if we focus on change, we will get results."— Presentation transcript:

1 If we focus on results, things will not change if we focus on change, we will get results

2 The department is in a transition process and the new language is get the business. There has been a significant increase in the amount of new business that has been acquired since the transition started. But as a wise businessman said recently, “it’s not about getting the customer, but about keeping him” In other to keep the customer, we must be ready to solve whatever problems he has in a timely and professional manner.

3 Reality

4 Existing Model Cards Payment & Collections Self-Service ebusinesssupport  Verve (Debit Card)  Visa (Debit Card)  Verve (Debit Card)  Visa (Debit Card) Collections  Paydirect  Unioncollect  Pay4me  Payoutlet  E-Pay  FRSC  Autoreg Collections  Paydirect  Unioncollect  Pay4me  Payoutlet  E-Pay  FRSC  Autoreg Payment  Uniongalaxy  Corporate pay  Union Instant Pay Payment  Uniongalaxy  Corporate pay  Union Instant Pay  ATM  POS  Internet Banking  Mobile Banking  Dispense Error  SMS alert  ATM  POS  Internet Banking  Mobile Banking  Dispense Error  SMS alert

5 Branch If 398 branches have challenges on 10 products and each sends an , then the below will be the result s If a reply is sent s per day ebusinesssupport

6 Challenge of Existing Model Inability to properly track support requests from branches Difficulty in accurately determining resource /support need Inability to provide for increased support need Limited resources wasted in mail exchange

7 E-Product Support Application Paydirect Unioncollect Pay4me Payoutlet E-Pay FRSC Autoreg Verve Visa Union Galaxy Corporate Pay Union Instant Pay ATM POS Internet Banking Dispense Error Mobile banking SMS Alert The application properly categorizes the issues, based on the product and provides a proper log of support requests made. Proposed Model Branches

8 Paydirect Union Galaxy Union Instant Pay Internet Banking Password reset Creation Request Failed Transaction Password reset Creation Request Failed Transaction Password reset Creation Request Failed Transaction Password reset Creation Request Failed Transaction BRH 2BRH 3 BRH 4BRH 5 BRH 1 Paydirect Internet Banking Union Instant Pay Paydirect Internet Banking Union Instant Pay Paydirect Internet Banking Union Instant Pay Paydirect Internet Banking Union Instant Pay Paydirect Internet Banking Union Instant Pay Sample/ Format of Reports

9 Features of Application Ability to keep a proper log of requests made Time spent in resolving issue can be determined Can provide proper report that can be used to determine resources required Reports can be product based and also branch based Provides proper data for ALCO report Application will help is display GAP in support Cost of Application Free (designed and developed by ebusinesssupport/IT)


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