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FCRM Notes POs

FCRM is a customer relationship management software used by ICICI Bank to manage all customer requests and complaints across all banking channels on a single platform. It aims to improve customer satisfaction, loyalty, retention and profitability for the bank by standardizing workflows, eliminating follow-ups, providing a universal view of requests, reducing costs and deviations from processes. Key components of the software include fields for creating and closing service requests, assignment and escalation matrices to route requests to the appropriate teams, and trays to assign requests within business centers and to individual staff.

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168 views6 pages

FCRM Notes POs

FCRM is a customer relationship management software used by ICICI Bank to manage all customer requests and complaints across all banking channels on a single platform. It aims to improve customer satisfaction, loyalty, retention and profitability for the bank by standardizing workflows, eliminating follow-ups, providing a universal view of requests, reducing costs and deviations from processes. Key components of the software include fields for creating and closing service requests, assignment and escalation matrices to route requests to the appropriate teams, and trays to assign requests within business centers and to individual staff.

Uploaded by

imanishchoudhary97
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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FCRM (Finacle Customer Relationship Management)

It is a customized application software used to-


 manage/track customer requests and complaints
 ensure timely delivery of service
It has all banking channels on single platform irrespective of which
channels customers raise SR.
It aims is to improve-
 Customer satisfaction, loyalty and retention
 Customer service
 Profitability of the bank
Why FCRM (Benefits)
 Standard workflows – same process by all channels.
 Eliminating follow-ups – No follow-up: FCRM follows up with the
respective teams.
 Universal view – All channels can view the same details.
 Reduces cost – As documents are uploaded digitally.
 Reduces deviation – All SRs are auto-routed through FCRM. It
goes to the correct team if details are filled correctly.
 Interaction history-All actions taken on that SR so far will be
available.
Terminologies:
1. SR: All requests raised by customers. The TAT for SRs will depend
on the type of SR.
2. TAT (turnaround time): the maximum time within which an SR
must be closed.
3. CR (Critical Request): Any SR not closed within the TAT. The TAT
for a CR is 1 working day.
4. Step TAT: For SRs that involve multiple teams, the TAT assigned to
each team is called Step TAT.
5. Business Group: All verticals of ICICI Bank are called Business
Group. (eg: asset, branch banking). SRs, once created, get
automatically assigned to the business group.
Ex: Debit card SR-- Goes to Branch banking
6. Business Centre: Every branch of ICICI bank is a Business Centre.
7. Primary Business Centre: every employee of the bank is a primary
business centre.
Role of BM
 All staff in the branch to be trained in FCRM
 Each staff member should have FCRM login created
 All CRFs to be attended on the same day & no CRF should lie
pending in the branch
o Each CRF to have the date, time & SR no. mentioned on it
o Each SR should be entered with full details of case
 Every request to be handled within TAT
 There should not be any SR pending in self/ branch tray

Components or Structure of SR
Creation Fields: All the fields that are required to be filled while
creating an SR.
Closure Fields: Closure fields are required when an SR is closed, and
certain closure details/ remarks need to be captured.
Assignment Matrix: After an SR is created, it can be “automatically”
sent to the relevant team for resolution via the assignment matrix.
Escalation Matrix: FCRM sends auto-generated escalation mails when
SRs are unresolved beyond the TAT. The various levels of escalation and
the related logic is configured in the “Escalation Matrix”.
 Position
 Direct
Creating an incident /SR
1. Receipt of CRF(customer request form) from customers
2. Service request to be lodged in FCRM
3. Correct SR type to be chosen
4. SR number to be noted in the CRF
5. Acknowledgement to be handed over to customer – TAT to be
informed
6. Ensure scanned images are clear and legible.
7. Before creation of SR / CR, branch to check status of previous
request captured, if any. Thus, avoid creation of duplicate SR
8. SR will automatically go to the liable Business GroupBusiness
Center
SR Types
Type 1- Represents the Product Line under which SR created. (Asset,
Liability etc.)
Type 2- represents the grouping of the requests under certain
category. (all requests pertaining to a product are grouped together)
Type 3 - represents the request type, which is specific in nature.
LI_FD related_ Closure of FD
↓ ↓ ↓

Type 1 Type 2 Type 3


Group Tray: Business Centre has a tray called the group tray. Group
tray is owned by the BM/DBM. Any SR raised on branch/office will
come under branch/office group tray. All SRs flow is auto-assigned
from the Business Group to the Business Centre.
Self Tray: Primary Business Centre has a tray called the self tray. SRs
are assigned manually from the business centre to the primary
business centre (group tray to self tray). PBCs can either pull it to their
self tray/BM shall assign. All SRs must move to self tray for resolution.
Editing , modifying and closing of SRs will happen only in Self Tray of
the concerned PBC.
Closing an incident
1. SRs will be assigned to the branches if branch is the solution
point.
2. SRs will be assigned in branch group tray.
3. Branch user needs to pull SRs to individual tray to act upon.
4. Ensure all details are furnished while closing a case.
5. Once the SR is closed, it cannot be modified.
6. After providing resolution for the SR, user needs to close / step
close the same.
Important points of SR closure
 Branch staff should always select standard revert while closing
the SR / CR and customer revert required should always be “Yes”.
 Where relevant standard revert is not available, it is mandatory
that branch staff should provide details in closure comments/
notes along with details of resolution/ information provided to
customer. In case of SR rejection, SR should be closed by
mentioning new SR no. in closure notes & customer has been
informed about the revised TAT should be confirmed in SR notes
 No futuristic reverts should be updated in closure comments,
e.g., “Customer will be called later”.
SR Quality
SR raised by the branches are checked by the CSQG (Customer
service and Quality group) team of the bank to assess the efficiency
of the staff.
Top 3 Creation Errors
1. Delay in onboarding of customer request in FCRM
2. Incomplete / incorrect information provided
3. Incorrect SR path chosen
Top 2 Assignment Errors
1. SR assigned to self tray
2. SR manually assigned to wrong tray
Top 3 Closure Errors
1. SR closed with incomplete comments
2. SR closed with futuristic comments
3. Case closed without resolution

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