360° view of the customer in sales, marketing and service - using the example of update.seven CRM suite Mag. Norbert Künzl| Director Financial Services International update software AG

2 Table of contents Who is update Why CRM update.seven Implementing international CRM projects

3 update is 20 years pure CRM »Business Customer Relationship Management »Foundation 1988 »Customers 1,300 Customers | >150,000 Users | 80 countries »Employees 270 Employees in 9 Countries (A /D /CH /NL /F /CZ /HU /PL/ US) »Figures 2007: Rev: EUR 32,5 Mio (+39%), Ebit: EUR 3,7 Mio (+52%) 2008e: Rev: >40 Mio

4 1,300 customers with more than 150,000 users worldwide

5 financial services health care focus on our customers business construction media consumer goods BtB

6 Table of contents Who is update Why CRM update.seven Implementing international CRM projects

7 sales, marketing, service without CRM Is this really simple… …if you have to run a sales & marketing organization with more than 3 persons or more than 200 customers?

8 » Consistently structured and complete customer data and history  360° customer view » Management of the entire customer relationship across all communication channels (call center, , internet, branches, etc.) » Optimizing and controlling all sales, marketing, and service processes the CRM goals

9 w/o CRM | disconnected customer information File Server Database internet Database File Server Database channels Database Call center Desktop branch sales File Cabinet Direct mail Customers

10 Back Office with CRM | consistent customer view Customers ChannelsFront Office Sales Marketing Service File Server Database internet Database File Server Database Channel sales Database Desktop branch sales File Cabinet Direct mail CRM ERP/Core System Accounts Loans Savings Call center

11 CR M SALES 360° Customer View » Companies, private customers, households incl. contact data » Relations » Compliance (KYC, MiFID, PEP) » Contact management » Task Management » Product overview and details » Simple and comlex salesprocess » Advice management » Application and contract management » Commission management » Analysis and Reports SALES 360° Customer View » Companies, private customers, households incl. contact data » Relations » Compliance (KYC, MiFID, PEP) » Contact management » Task Management » Product overview and details » Simple and comlex salesprocess » Advice management » Application and contract management » Commission management » Analysis and Reports Typical CRM processes differ from industry to industry MARKETING » Directmarketing » Satisfaction surveys » Follow up´s » Newsletters » Telemarketing » Eventmarketing » Events / Invitations » List of participants » Trainings » Marketing campaigns » Selection of target groups » Multi-channel ( , letter, phone, fax, SMS) » Planning, preparation, execution, analysis MARKETING » Directmarketing » Satisfaction surveys » Follow up´s » Newsletters » Telemarketing » Eventmarketing » Events / Invitations » List of participants » Trainings » Marketing campaigns » Selection of target groups » Multi-channel ( , letter, phone, fax, SMS) » Planning, preparation, execution, analysis SERVICE » Call Center » Telephone information desk » Complaint Management » Escalations management » Technical Hotline » Problem management » Project management » Workflow for standard projects » Contract management » Documents management » Service levels » Data of contracts SERVICE » Call Center » Telephone information desk » Complaint Management » Escalations management » Technical Hotline » Problem management » Project management » Workflow for standard projects » Contract management » Documents management » Service levels » Data of contracts

12 Table of contents Who is update Why CRM update.seven Implementing international CRM projects

13 Update.seven is an industry specific CRM solution update.seven Financial Services »Customer management (private households, companies, institutional customers) »Product overview and details (accounts, loans, contracts, insurance) »Automated generation of tasks based on events (e.g. expiries) »contact and task management »Risk classification, Portfolio »Complaint management »Collection management »Warning signs, datamining scores »Life Cycle Concept »Comprehensive financial planning »Standard reports, on-the-fly analysis, »Marketing campaigns »Call center integration CRM

14 update.seven CRM-Suite update.seven data model MS-SQL / Oracle rights & roles business logic update.seven pdablackberryi-phone interfaces outlook phone Availabale in 23 languages Multi-currency enabled Multi-tenant enabled Supports international roll outs

15 update.seven – start page

16 Update.seven – customer overview

17 update.seven - relations between customers

18 update.seven - resource overview and calendar

19 update.seven – flexible reports and analyses

20 update.seven – live cycle view

21 update.seven – comprehensive campaign management

22 100% focus on C ustomer R elationship M anagement Industry Know-How Template usage for fast international rollouts Worldwide support infrastructure and partner network Leading CRM product with best user acceptance our benefit for you

23 go relate

Thank You for Your time! Norbert.kuenzl Ready, steady, »go relate«! Sounds good. Feels good. Because relationships determine our lives. And our actions. Both professionally and personally. The world turns around them. We do too. We live relationships.