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If we focus on results, things will not change if we focus on change, we will get results. 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. - PowerPoint PPT Presentation
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If we focus on results, things will not changeif we focus on change, we will get results
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.
Reality
The department is not currently equipped to support customers (branches) in a timely and efficient manner.
Existing Model
Cards Payment & Collections Self-Service
ebusinesssupport
Verve (Debit Card) Visa (Debit Card)
Collections Paydirect Unioncollect Pay4me Payoutlet E-Pay FRSC Autoreg
Payment Uniongalaxy Corporate pay Union Instant Pay
ATM POS Internet Banking Mobile Banking Dispense Error SMS alert
Branch
Branch
Branch
If 398 branches have challenges on 10 products and each sends an email, then the below will be the result
3980 emails If a reply is sent 7960 emails per day
ebusinesssupport
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
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
Paydirect
Union Galaxy
Union Instant Pay
Internet Banking
Password resetCreation Request
Failed Transaction
Password resetCreation Request
Failed Transaction
Password resetCreation Request
Failed Transaction
Password resetCreation Request
Failed Transaction BRH 2 BRH 3 BRH 4 BRH 5BRH 1
Payd
irect
Inte
rnet
Ban
king
Uni
on In
stan
t Pay
Payd
irect
Inte
rnet
Ban
king
Uni
on In
stan
t Pay
Payd
irect
Inte
rnet
Ban
king
Uni
on In
stan
t Pay
Payd
irect
Inte
rnet
Ban
king
Uni
on In
stan
t Pay
Payd
irect
Inte
rnet
Ban
king
Uni
on In
stan
t Pay
Sample/ Format of Reports
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)
