CUSTOMER RELATIONSHIP MANAGEMENT - CRM

FINACLE TRAINING
UNITED BANK FOR AFRICA
 INTRODUCTION

All products and services offered in Finacle are built around the customer.

The first step in establishing relationship with the customer is the creation of
a Customer Information File where all the information about the customer is
stored.
 TERMINOLOGIES

Below are a few noteworthy terminologies:

• CIF - Customer Information File
• Entity - Customer, Contact, Prospect, Non customer and Lead
• Customer - Any entity who has one or more accounts with the bank and who is
a Main Account Holder in any of these accounts
• Prospect - Entity for whom the bank is trying to sell its products and services
• Contact - Related party of the customer (Introducer, Guarantor, Joint Holder,
Letter of Authority holder, etc
• Non Customer - Walk-in customer who requests for some bank services
(Remittance request)
• Lead - Lead is one stage which is before the prospect creation in the life cycle.
Lead who shows interest can be converted into prospect
 TERMINOLOGIES - Contd

• Retail CIF - Individual entities

• Customer
• Contact
• Prospect
• Non Customer
• Lead
• Corporate CIF - Corporate entities
• Customer
• Prospect
• Non Customer
• Relationship Manager - Single point of contact for the entity in the bank
• Household id - A unique identifier to identify the CIF entities of the same
family
 TERMINOLOGIES - Contd

• Group id - Enables inquiry of the total relationship of the Bank with a group
having more than one CIF entity
• User - Finacle CRM Application users
• DSA Reps - Reps appointed by DSA for product marketing and service logging
• Preferred Locale - CIF Entity preferred Language code
• Self Tray - The entities outstanding for logged in user's action
• Group Tray - The entities outstanding for the action by the group members, but
not specifically assigned to any user of the group
• QDE - Quick Data Entry - Basic data capture required for A/c opening in CORE
• SQDE - Super QDE - Minimal data capture required for A/c opening in CORE
• DDE - Detail Data Entry - Capture of Complete data relating to CIF as part of CIF
Data repository maintenance
 TERMINOLOGIES - Contd

• Suspension of Customer - Disabling an entity for new a/c creation or any other
relationship
• Approval Process - Workflow process attached for approval of CIF
Creation/modification
• Current Process Step - The process step which is due for completion as part of
process handling
• Dedup Check - The check against the existing CIF records based on the
parameters specified for Duplicate check
• Blacklist check - The check against the blacklisted entities. Check against the
defaulters in the financial system
• Negative List check - The check against the Negative listed entities
 CIF RELATED TABLES

The customers can be broadly classified into Retail and Corporate customers.
Depending on the customer classification, capture and maintenance of data
varies.
RETAIL CIF TABLES
S/N MAIN TABLE MOD TABLE
1 ACCOUNTS ACCOUNTS_MOD
2 ADDRESS ADDRESS_MOD
3 CIF_ID_MASTER CIF_ID_MASTER_MOD
4 COREINTERFACE COREINTERFACE
5 DEMOGRAPHIC DEMOGRAPHIC_MOD
6 ENTITYDOCUMENT ENTITYDOCUMENT_MOD
7 MISCELLANEOUSINFO MISCELLANEOUSINFO_MOD
8 PHONEEMAIL PHONEEMAIL_MOD
9 PSYCHOGRAPHIC PSYCHOGRAPHIC_MOD
 CIF RELATED TABLES

CORPORATE CIF TABLES

S/N MAIN TABLE MOD TABLE
1 ACCOUNTS ACCOUNTS_MOD
2 ADDRESS ADDRESS_MOD
3 CIF_ID_MASTER CIF_ID_MASTER_MOD
4 COREINTERFACE COREINTERFACE
5 DEMOGRAPHIC DEMOGRAPHIC_MOD
6 ENTITYDOCUMENT ENTITYDOCUMENT_MOD
7 CORPMISCELLANEOUSINFO CORPMISCELLANEOUSINFO_MOD
8 PHONEEMAIL PHONEEMAIL_MOD
9 PSYCHOGRAPHIC PSYCHOGRAPHIC_MOD
10 CORPORATE CORPORATE_MOD
11 ENTITYRELATIONSHIP ENTITYRELATIONSHIP_MOD
12 TRADEFINANCE TRADEFINANCE
 Frequently Asked Questions

• User is getting “Entity is Under Verification” while trying to Edit a CIF

Solution: Reason is user is trying to edit a CIF which is already edited and moved
for authorization with approval process.

• User is getting “You need to have more privileges to perform current

operation” while trying to get the CIF to his Self Tray from Business Center
Solution: User is trying to get the CIF to his self-tray for approving it from
Business center group, but this user is not part of CIF Approval’s user group.

• While trying to verify Documents in Document Check list stage “Progress

button is not getting enabled while document verification step of CIF
approval.”
Solution: User need to make sure that all the mandatory documents configured
are viewed and saved. Once above process is done, click on save button. Now
Progress button will be enabled automatically. If one document is pending also
Progress button will not be enabled.
 Frequently Asked Questions

• When user try to get a CIF “You don’t have access to edit the record, please
contact your administrator for more details.” Message is getting displayed.
Solution: User is trying to get the CIF to his self-tray for approving it from
Business center group, but this user role is does not allow him to do the same.
User has to check is role mapping with Administrator for the same.
When Approver group user is additionally assigned with other group access,
don’t change the role according to the newly added group. Since role of the user
will get overridden by the new role. When a user is having approver group access,
then that user’s role should be the role which as of greater access compare to
other role.

• User is getting “The Entity ID is invalid.” In Entity Queue

Solution: User has entered invalid CIF ID while trying to get the CIF into his self-
tray for approval.
 Related Queries

INQUIRIES
S/N DESCRIPTION SAMPLE QUERY
1 To Get the user id details with help select * from CRMUSER.USERS where PERSONID='1'
of PERSONID
2 To Get the primary Business center select BCNAME from CRMUSER.BIZCENTER where bcid in (select BCID
of a user from CRMUSER.AGENTS where personid in (select PERSONID from
CRMUSER.USERS where LOGINID='FINACLECRM'));
3 To Get all the Business centers to select BCNAME, BCCODE from CRMUSER.BIZCENTER b where bcid in
which a particular user is mapped. (select BCID from CRMUSER.USERBCACCESS where personid in
(select personid from CRMUSER.USERS where LOGINID='CRM1'));
4 To Get the details of group and select g.GROUPID,M.LOCALETEXT GROUPNAME
role assigned to a particular user ,g.ROLEID,R.ROLENAME from CRMUSER.USER_GROUPS
g,crmuser.SRMGROUPS s,CRMUSER.ROLE
r,CRMUSER.MISCDICTIONARY m
where
g.groupid=s.groupid and
g.roleid=r.roleid
and m.labelcode=s.groupname
and m.bank_id='01'
and personid in (select PERSONID from CRMUSER.USERS where
LOGINID='CRM1');
 Related Queries

INQUIRIES
S/N DESCRIPTION SAMPLE QUERY
5 To Get the details of Retail CIF presentselect * from crmuser.accounts where orgkey in ('');
in respective tables select * from crmuser.address where orgkey in ('');
select * from CRMUSER.ENTITYDOCUMENT where orgkey in ('');
select * from CRMUSER.PSYCHOGRAPHIC where orgkey in ('');
select * from CRMUSER.DEMOGRAPHIC where orgkey in ('');
select * from CRMUSER.MISCELLANEOUSINFO where orgkey in ('');
select * from CRMUSER.TRADEFINANCE where orgkey in ('');
6 To Get the details of Corporate CIF select * from CRMUSER.ACCOUNTS where orgkey in ('');
present in respective tables select * from CRMUSER.CORPORATE where orgkey in ('');
select * from CRMUSER.ADDRESS where orgkey in ('');
select * from CRMUSER.ENTITYDOCUMENT where orgkey in ('');
select * from CRMUSER.CORPMISCELLANEOUSINFO where orgkey in ('');
select * from CRMUSER.TRADEFINANCE where orgkey in ('');
select * from CRMUSER.PHONEEMAIL where orgkey in ('');
7 To get count of all retail CIFs in select count(cifid) from crmuser.CIF_ID_MASTER where entitytype= 'Retail'
system
8 To get count of all corporate CIFs in select count(cifid) from crmuser.CIF_ID_MASTER where entitytype= 'Corporate'
system
9 To Find list of Accounts to a particular select CIF_ID,foracid ACCOUNT_NUMBER,A.ACCT_NAME from
CIF tbaadm.GENERAL_ACCT_MAST_TABLE a where cif_id='CIFID';
QUESTIONS
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