1. Australia’s First Bank Industry: Banking Company: Westpac Presented By:

2. Australia’s First Bank

3. Company Overview

4. Continue…

5. The Westpac Group

6. [e – CRM] Electronic Customer Relationship Management

7. Benefits of e - CRM

8. Impacts of E - CRM

9. Implementation of e - CRM

10. Mobile Banking

11. Mobile Banking Technology Mobile banking technology enables the customer to perform banking actions on their mobile device. The reason for the Mobile Banking technology to intensify is that it enables ‘Anywhere Banking'. Customers can access their banks on the go. It offers a range of reasonable, convenient and safe banking services to people in the world Westpac offers mobile banking technology to their customers by letting them keep track of their finances, anytime, anywhere.

12. Services Viewing balance and making transactions. Pay bills, transferring money, payment protection Can instantly reset password if forgotten it

13. Services (contd…) Carrying the processing more efficiently and more rapidly. Gives maximum security to the customers by ensuring their personal information is kept safe with Westpac protect SMS code. The Westpac security team constantly monitors the systems for suspicious activity . Westpac meets the demands of the customers by implementing and offering new technology and keeping them up to data by providing them the required information.

14. Benefits of Mobile Banking Highly reachable and user friendly Helps to pay utility bills instantly No more waiting's at bank Easy to transfer money Shop while on move.

15. e-Commarce

16. e-Commerce Application of e-business Transaction mediated by digital technology Applications: B2B B2C C2C P2P

17. e-Business by Westpac B2C and B2B In May 1999 e-business started ‘Clicks and Bricks’

18. Performance Enhancement Program

19. Use of e-Commerce Competitive advantage: Double customers in less than one year Brokers ROI(Return on investment): $3 billion p.a.

20. Continues… Customer convenience: Easy, time saving Faster 94% satisfied Demand from supplier and/or customer: Always looks for customers Unlimited transaction in linked accounts 12 months statements Bpay in 60 days advance

21. Continues… Streamlining of operations: Save time and money Reduced paper transactions Reduced error in information Cost saving

22. Security Technologies

23. Security Technologies Secure sockets layer (SSL) : Used to connect with online banking VeriSign digital certificates : Extended Validation Certificate used to protect the confidentiality and integrity of your information. Encryption: latest encryption technologies are used to protect your data when sent over the Internet.

24. Security Green Lights This feature enables you to confidently identify the owner of the website and the country they operate in along with the name of the verifying authority.

25. Security Features Westpac Protect SMS Code uses your mobile phone to confirm certain transactions via text message. Our security guarantee New security certificates ensure you have a legitimate connection Detecting online SecurID® tokens – Protects from online frauds Our dedicated team of security experts analyse the latest online security threats providing valuable insight into research and development of tools and systems to protect you even further.

26. Australia’s First Bank Thank you…