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CRM at HDFC: By:-Somraj Bhattacharjee, Yash Agrawal, Sahil Garg, Shobhit Rungta

HDFC Bank began operations in 1995 with a mission to be a world-class Indian bank. It is now India's second largest private sector bank. HDFC Bank has over 1,500 branches across India linked through an online real-time system and over 3,500 ATMs. The bank's CRM system is integrated with its core banking solutions to effectively manage customer marketing, sales, loans, service, calls and marketing. Key CRM modules include an enterprise customer information file, sales, loan origination, service, call center and marketing. The CRM aims to acquire customers aggressively, improve cross-selling, increase efficiencies and collaborations, and lower costs. It also focuses on providing the right offer to the right

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Surendra Kumar
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32 views

CRM at HDFC: By:-Somraj Bhattacharjee, Yash Agrawal, Sahil Garg, Shobhit Rungta

HDFC Bank began operations in 1995 with a mission to be a world-class Indian bank. It is now India's second largest private sector bank. HDFC Bank has over 1,500 branches across India linked through an online real-time system and over 3,500 ATMs. The bank's CRM system is integrated with its core banking solutions to effectively manage customer marketing, sales, loans, service, calls and marketing. Key CRM modules include an enterprise customer information file, sales, loan origination, service, call center and marketing. The CRM aims to acquire customers aggressively, improve cross-selling, increase efficiencies and collaborations, and lower costs. It also focuses on providing the right offer to the right

Uploaded by

Surendra Kumar
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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CRM AT HDFC

By:-
Somraj Bhattacharjee,Yash Agrawal, Sahil Garg, Shobhit
Rungta
ABOUT THE COMPANY…
 HDFC Bank began operations in 1995 with a simple mission:
to be a "World-class Indian Bank". 
 India’s second largest private sector bank, in terms of balance
sheet size.
 The Bank at present has an enviable network of 1,506 branches
spread in 635 cities across India. All branches are linked on an
online real-time basis. The Bank also has 3,573 networked
ATMs across these cities 
CRM AT HDFC…
CRM AT HDFC…
 In HDFC, the CRM is integrated with core banking
solutions and offers end to end functionality to
effectively address the needs of the complete cycle of
marketing, sales and service of banking products.
 Key Modules:

-Enterprise customer information file


-Sales
-Loan origination
-Service
-Call centre
-Marketing
IDEA OFFER RIGHT CUSTOMER

FOLLOW UP INTERACT CONTACT


CRM TECHNOLOGY
BENEFITS
Aggressive customer acquisition
Improved cross sell framework
Increased operational efficiencies and
collaborations
Lower total cost of ownership

Right Offer to the


Right Customer at
the right time
STATIONS OF EXPERIENCE

Customer Enters Layout& Ambience Sitting and


queue
management

Query handling

Providing
Follow up solution
CUSTOMER COMPLAINT
 Non Issue of PIN
I am sanal, holding a salary A/C with HDFC bank -MG Road, Bangalore.
I had applied for a new Gold Debit card and got the same by 23 Dec’07.They
blocked the old card after issuing the new card. I have not received the ATM PIN
number till now.
I called customer care 4 times, last one on 25th Jan. Every time they we not giving a
proper response or even ready to give a complaint number. Further I send mails to
the relationship manager Mr. Ashish Baijal [[email protected]] on
January 09, 2008 and also to HDFC Bank Support [[email protected]].
There was no response from the relationship manager, and only an automated
acknowledgement from HDFC Bank Support stating Your query is being attended
to. We will revert to you within 3 working days.

Still now did not recieve the PIN.


Can anybody from HDFC senior customer service person help me . I am really
shocked & i am waiting for the positive reply from HDFC customer service.
Thank You
QUESTIONS

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