Types of Information systems used in CIMB:

A. aCRM (Analytical Customer Relationship Management) System

It is a type of system used in CIMB to interact better with its customers, clients, and
sales prospects, and usually used by Customer Relationship Management (CRM) Division
of CIMB. aCRM uses mainframe computers as its hardware and uses Oracle Data
Integrator to support it. Oracle Data Integrator is a wide-ranging of data integration
platform which is used to support data extraction, loading, and transformation process
from source system to aCRM marketing data mart (Lim, V., 2013). aCRM system in
CIMB is used to have a better understanding towards its customers, identify potential
customers through clienteles profile recorded in it, and enhance decision making
capability based on customer data and information which are gathered from different
operational CRM systems, for example: Customer Analytics System, Marketing Analytics
System, Sales Analytics System, Service Analytics System, and Channel Analytics System.
aCRM helps CIMB in:

Providing better customer service

By using aCRM system, every CIMBs employee can be informed well on the
needs of customer, getting continuous feedbacks from customer, improved
responsiveness and helps in building customer loyalty.

Discovering new customers

It helps CIMB identifying new potential customer by keeping track on the existing
clienteles profile.

Help Sales Staff Close Deal Faster

It improves quick and efficient responses to customers.

Make Calls Centres More Efficient

CRM helps CIMBs staff to deal with each individual customer depending upon
the customers archives available through CRM. The information can be accessed
instantly from anywhere within the company.

Simplify Marketing And Sales Processes

It eases the sales representatives of CIMB to develop better communication
channels with customers.
1

Cross-selling
The organizations analysts use aCRM to associate products based on changes in
customer usage and buying behaviour.

Up-selling
Analysts use aCRM to design campaigns and encourage customers to purchase
additional investment products, increase loan amounts, receive extra funds to
cover cash flow needs, and meet new insurance needs.

Source:
Lim, V. (2013) Preparing Web Site Design Specifications. Google Sites. Available from:
<https://sites.google.com/site/bb102businessinformationsystem/home/preparingweb-site-design-specifications>[Accessed: 11/6/2014]

B. BizChannel
Bizchannel is an internet platform application which deals with payment
transaction and cash management. The users can be any companies that use
CIMB account in their business transactions. CIMB has come up with BizChannel
which has been designed to best meet business needs. It is a tool for CIMB bank
to make easier access and interactions with its business clients. A business
company does not need to come to CIMB bank in making any payments to other
partners, or CIMB bank also does not need to issue letters to its business clients
if there is any payment approval need to be executed or approved by the
concern people of the business. Besides that, a company can control its banking
and financial transactions, and also to control its cash management. The users
(e.g. remuneration department, financial staff/manager) can go through to
manage their cash by log onto CIMB Bizchannel by using a security id which has
been registered. Then the users will be able to manage cash, do payments and
transactions effectively and efficiently.

Example of features that can be performed by CIMB BizChannel:

Account Management

Account Management module enables users to check account balance summary,

to request and review statement download, and to view the status of cheques
that the company has issued.

Accounts Payable Management

It is interconnected with Bill Payments, Payroll, Funds Transfer, Bulk Payment,
and any other online payment / e-banking services. By using this, users can be
easily review pending transactions, successful transactions, failed transactions, or
any other transactions that need to be executed.

Source:
CIMB Bank Berhad. BizChannel User Guide. Cash Management Department.
Available from: <http://www.cimbbizchannel.com/pdf/user_manual_20061226.pdf>
[Accessed: 14/6/2014]

C. CCRIS (Central Credit Reference Information System)

CIMB Bank uses CCRIS to identify and track loan applicants financial and credit history
before giving them loan. CCRIS.com (2014) explains that CCRIS is individual reports that
are used to determine whether one is eligible for loans from financial institutions or not.
The reports are acquired from a database of million borrowers reported to the Credit
Bureau Bank Negara Malaysia by licensed lenders/financial institutions.

CCRIS helps CIMB bank to avoid credit risk because the credit history of borrowers gives
information whether a borrower is a good or a bad credit payer. CCRIS also provides
information on how many financial institutions the borrowers are in debt with. From

that information, CIMB will make a decision whether to give loan to the borrowers or
not. The user of CCRIS is usually the loan management or credit department.

Sources:
Zolar (2013) What is Central Credit Reference Information System (CCRIS). Your
Financial Blog. Available from: <http://yourfinancialblog.com/what-is-central-creditreference-information-system-ccris/> [Accessed: 14/6/2014]

CCRIS.com. (2014) Explaining CCRIS. Available from:

<http://www.ccris.com/explaining-ccris/> [Accessed:14/6/2014]

D. SAS@ Financial Management System

It is a system used in CIMB which integrates legacy and point solutions with
comprehensive financial data. It helps CIMBs managers and executives to plan its future
financial allocation based on information on SAS system. It also can manage complex
data and analyze financial reports.
SAS Financial Management System is a smart tool which is equipped with financial
calculation formulas. When standardized data imported from several ledgers and
databases, automatically this system will process the data accordingly to certain types of
financial information. For example, the system will automatically calculate the
percentage of asset to its liability. That information is very useful for management to
make decision, or for investors to evaluate the banks performance.
The need for transparency of financial reporting required by investors and governments
is not a small task for an organization. Complex financial data from more than one
database likely have more than one answer rather than just one version of the truth.
With SAS Financial Management, CIMB bank can maintain consistent and reliable
information.
In dealing with credit management, CIMB used SAS@ Credit Scoring for credit application
and retail loan market. The customers applications and details are gathered in one

location on SAS system to be reviewed by credit analysts. All the customers details
across the bank can be viewed via a single SAS platform. Analysts no longer need to
search different databases to pull together information and it helps business analysts to
make consistent interpretation and decision regarding credit risks management.
Sources:

SAS Institute Inc. World Headquarters. CIMB Bank measures, monitors and improves
business performance with SAS Financial Management.
Available from:
<http://enterpriseinnovation.net/system/files/whitepapers/cimb_fm_0.pdf>
[Accessed: 15/6/2014]

SAS Institute Inc. World Headquarters (2010) Delivering unified, reliable financial
intelligence throughout the enterprise. SAS Financial Management.
Available from:
< http://i.haymarket.net.au/News/SAS-Financial-Management-wp_15073.pdf>
[Accessed: 15/6/2014]

SAS Malaysia (2008) SAS helps CIMB Bank grow with less risk.
Available from:
< http://www.sas.com/success/pdf/cimb.pdf> [Accessed: 15/6/2014]

E. Microsoft-based eHR Solution

This is under Human Resource Information System. This system is used in CIMB to
automatically perform internal transaction processing services within organization. CIMB
managers can refer to information provided by eHR Solution to review management
data performance, employee recruitment, evaluate the performance of employee and
make decisions on their salary increments or pertaining promotions based on the
recorded data of their disciplinary, attendance, and total of working overtime.
It also eases the staff to arrange meeting room reservations, request for stationary,
reimbursements, and so forth. This system promotes green office system in CIMB
because it reduces the using lot of paper forms. Nazladin, H (2005) stated that eHR has
could reduce the time consuming for HR staff in sorting out the thousands of paper
forms submitted by employees each month.

eHR interfaces with the companys accounting system. If there are claims for items such
as medical expenses, it will be immediately updated into the accounting system. This
eliminates the need to re-key in the data into the system. The data in eHR system linked
from different users and can be accessed by managers, human resource staff, and
employee by log onto it. Those different users have different kind of access to eHR
system based on each users authority.
Sources:

Microsoft Customer Solution Case Study (2005) CIMB Berhad Enjoys 70 Per Cent
Reduction In Administrative Processing With Microsoft-based ehr Solution.
Mesiniaga.com. Available from:
<http://www.mesiniaga.com.my/downloads/CIMBCaseStudy.pdf>
[Accessed: 17/6/2014]

The input, processing, and the output of Information Systems used in CIMB as well as the users:
No

Information Systems
Users
of CIMB
aCRM
(Analytical
Customer Relationship IT department,
manager,
Management) System
administrator,
and other users
added
by
administrator
to
the
application
such as sales
staff

Input

Processing

Output

Customer data
keyed in such as
customers
demand
or
customers
behaviour
patterns.
The
data can be
obtained from
customers itself
via email or
survey
applications, or
the data keyed
in by the sales
staff

The
inputs
would
be
identified and
arranged at
each
customer
interaction,
for example
types
of
customer
behaviours,
customers
age,
and
customers
needs

A
knowledge
output based on
customer
interactions that
can help the
front-line staff
make a decision
on
customer
problem solving,
customer
profitability
analysis,
and
customer
care
strategies

BizChannel
2

The
CIMBs
business clients
(remuneration
department,
financial
staff/managers

Data keyed in
by the users
into the system
(e.g. amount of
staffs
salary,
income to the
business, and
any
business
transactions
that occurred

The
system
will
automatically
process the
transactions
or do change
on
certain
type
of
information in
the
system
based
on
transactions
occurred

Summary
of
account balance
or
status of
transactions

CCRIS (Central Credit Credit

Reference Information department
System)

Financial
Institutions
record
and
report
borrowers
credit
information on
CCRIS to be
automatically
sent to Credit
Bureau
Bank
Negara
Malaysia

All the data

will
be
processed and
combined by
Bank Negara
Malaysia for a
credit report

The credit report

from all financial
institutions can
be accessed by
any
financial
institution that
participating in
this
system
whenever they
require

SAS@
Financial Financial
Data that is
Management System
analysts,
imported from
managers, and several ledgers
executives
and databases

Automatically
this
system
will process
the
data
accordingly to
certain types
of
financial
information

Information that
is useful for
management to
make decision or
for investors to
evaluate
the
banks
performance,
such
as
the
percentage
of
total assets to
liabilities

Microsoft-based
Solution

eHR Human
resource
department
and employee

Numbers
of
staffs
attendance,
working
overtime,
or
any
requests
from employee
for
reimbursements
that are keyed
in by the staff of
human resource
department or
other
employees

The
system
will sort the
data quickly
and
automatically
update it into
another
information
system such
as accounting
system
for
further
financial
process based
on
data
recorded in
the system

Performances
of the staff,
expenses
incurred within
the
company
such as staffs
salary/incentives,
and other events
occurred within
the company