In this presentation you will learn How BFSI industry can leverage marketing automation for maximizing ROI, customer engagement. Netcore Smartech- A full stack multi-channel marketing automation tool can let marketers tap in customer journey at every touch-points with personalization messaging. Visit - https://netcore.in now for more information!

1. copyright 2017. Netcore Solutions
Customer Journey
Through Marketing
Automation For
Banking & Financial
Industry

2. copyright 2017. Netcore Solutions
Getting to know Smartech
Campaigns &
Response
( Email + SMS )
Web + App
Other source
( Affiliate, Google,
facebook Ads )
Customer
Portfolio
( transaction,
demographic, etc ) - Unified View
- Smart Segments
- Scoring models
- (Lead + Engagement
Score )
- Onsite engagement
Campaign Optimisation
Source
Cross-Channel Marketing Automation
Smartech
Data Warehouse
Email Mobile
Push -
notification
Social
Web
Marketing Channels
Smartech
Automation

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Different touch-points for Automation
in BFSI Industry
Lead Nurturing o
o Dropped Lead
Recycling
Targeting other o
relevant products/services
Welcome/Anniversary o
Campaigns
Recommendation o
Portfolio/Account related auto-campaigns
o like Stocks/NAV automation
o Bank Statement/Policy/Premium
reminders
o New Product Launch
Mobile App Promotion o
o IFAs/RM promotion
o Cross-selling other products
Acquire
Engage

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Let’s Experience The
Customer Journey For
Banking & Financial Industry

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Call Centres make calls to these Hot Leads and
try to convert them
These leads are followed-up over the call & with
unstructured communications for 60-90days
Current process
Recommended Process
Lead Filtration

6. copyright 2017. Netcore Solutions
We send personalised behavioural
campaigns talking about the
products & its features
Lead Scoring based on
Opens/Click/Form fill-ups
Lead Nurturing
(Securities) Score 1: User clicks on CTA
Score 2: User clicks on CA
Score 3: User Press the key 1
Score 4: User fills the form
Real-time Data is pushed
The Customer Care executive
Follow-ups through Calls
LMS
Application
Followed by
SMS reminders
Send a Voice Call
asking to Press Key &
request call back
If clicks on
Email/SMS link or
Landing page form
Fill-up
If no response
for 10-15days to
SMS

7. copyright 2017. Netcore Solutions
Active Users logs now visits
the website & starts trading We create different buckets based
on Customer’s behaviour & usage
Investors who invested in IT Sector &
active on Email
Investors who invested in Finance sector
Stocks & highly active on SMS
Investor having major Large-Cap
stock & highly active on Mobile App
Relevant Communications through Right Medium
(Securities)
Send Recommendation
on SMS
Send Recommendation
Through Push Notification
Send
Recommendation
on Email

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If Leads are not
converted even after
90days of Follow-up
After 7 days of
no response
Start Informational Newsletter on
weekly/fortnightly basis with USPs &
Cross-sell banner like Personal loans
Give a Score to the lead
If the Users shows interest &
clicks on the Newsletter
Dropped Lead Recycling (Insurance)
Dropped leads to be passed to
LMS System with reasons for
dropping
Call Patch between
the Customer care
executive & the User
on real-time basis

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Not Open/Click
Hi Sachin, 1Cr Life
Cover at Rs 12/day -
XYZ Life. Give a
Missed call on 022-
452387 or click on
bit.ly/sdsd to talk to
Experts
After 7 Days
Customer gives a Missed Call &
Call Centre executive talks to
the Leads
Still no
response?
Dropped Lead Recycling (Insurance)
Customer get series
of Informational
Email
Send an SMS
Mobile
Custom
Audience
The Lead who stop
engaging from regular
mode of communication,
then we Re-target through
–
Facebook or Mobile
Custom Audience

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Key Points:
• We can integrate directly with facebook so as to reach out to
inactive facebook users.
• Facebook custom audience can be targeted using either user’s
mobile number or email ID.
 Facebook Custom Audience

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 Mobile Custom Audience
• “Life Insurance banner” Ads will be shown on
Mobile app & websites through multiple publisher
network.
• Operator tie up is currently with Vodafone & Idea

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Customer whose Policy is due
renewal in coming 30days
T - 30 days
User who paid the
Premium amount
User who do not pay
the premium amount
T - 12 days T - 7 days T - 2/3 days
Policy Reminder Communications (Insurance)
Move to Customer bucket &
send further Transactional mails
Policy Reminder 1
Email + SMS
Policy Reminder 2
Email + SMS
Automated Voice call
asking Customer for
Payment
Customer care exe.
calls all the non-
responding Customer
Move Lost bucket & push data
to the LMS for further ‘Win
Back’ communications

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User has opened the Account & we
send Automated Welcome +
Informational Campaigns
We need to ensure Customers are
updated with all the products &
services
Customer On-boarding (Banking)
If the user do not
download the
Mobile App in 2 days
Welcome Email from CEO Download Mobile App All product mailers
Send an SMS
with App link

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If user do not open
If user open, but do not
download the Mobile
App in 2days
Identify the Customer
behaviour based on
response from different
Device/OS
Customer do not have
the Mobile App
Mobile App Promotion (Banking)
Plan series of informational
campaigns talking USPs &
benefits of App download
Send campaigns as per their
Device preference & respective
iOS/Android link in it
Send an SMS with App link
Create buckets for
different device + OS

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Active Customer on
Mobile App
Did not open/click on
Email & SMS regarding ATM
location to withdraw Rs. 500 &
2000 note
Send Push-notification
showing the nearest ATM
location to withdraw notes
Dear Sachin, for your convenience,
you can withdraw the cash from
Malad Infinity ATM branch.
Click to locate the address.
Mobile App Engagement (Banking)

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Customer has a Bank
Account +
Income = 6-7 Lakh p.a.
Browser Engagement (Banking)
Clicks & visit on
website
Customers do not or half filled up the Landing page form
If the Customer choose to close the Tab if does not find the enough information on the page. In such cases we
can show an Exit Intent which displays a missed call number which a customer can dial.
We send campaign
promoting Car Loan
Got any Queries on Car Loans?
Give a Missed Call & Talk to our Experts
022 4190090
x

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Customer has a
Bank Account
We send campaign
promoting Car Loans Users visits the website but
1. Investor do not login
2. Investor view Mutual
fund page for 5mins Web Data
Tracking all the Web Activity of the
Anonymous user
1. Page Views
2. Time Spent on a specific page
3. Product & Category Viewed
4. Any specific Keyword searched
Web Activity Data Tracking
Send Campaigns promoting
Mutual Fund schemes through
Email/SMS/Push-notification
Tracking Non-logged-in Users on Website (Banking)
Smartech

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Investors opting for
High Risk Stock
Send Equity linked NFO
launch campaign
with all details
Campaign with
Countdown Timer
for Urgency
T - 10 days T - 5 daysT - 15 days
New Fund Offer Launch Communications
(Mutual Fund)
SMS with link to invest
online OR highlight
Missed Call no.
Investors gives a
Missed call
Customer care exe.
Calls the Investors on
immediate basis

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Step 1
• ABC MF will send an email to Smartech with an attached CSV file consisting of current NAV details with file name -
NAV20141021.csv
• Subject of Email will be: “ABC Mutual Fund NAVs - 21 October 2014”
Step 2
• Post successful validation and authentication on the subject lines & sender ID, Smartech will accept the email and
keep the Date wise NAV data in the system.
Step 3
• Smartech will generate a HTML template with tabular NAV data grouped by Scheme Name
Step 4
• Once the template is auto generated by the system, Smartech will map the template to all the subscribers and the
campaign will be sent immediately with defined delay.
All Investors who opted for
Mutual Fund should receive
Daily Automated NAV mailers
NAV Automation
(Mutual Fund)

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Customers are assigned
Relationship manager
Sachin(C) receives an Email
promoting Home loans
On Real time basis,
Call is patched
between Rajesh (RM)
& Sachin
If Sachin click on Click2call
option within the email
Note: Details of RM needs to mapped against the Customers
If Sachin opens/Click
on the email
Rajesh ( RM ) is intimated
through Email with date
& time after a day of the
email activity
Customer Relationship
manager
Partner/ IFA communications
(Mutual Fund)

21. copyright 2017. Netcore Solutions
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Lower Parel (W), Mumbai – 13
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www.netcore.in
netCORE Solutions Pvt. Ltd.
sales@netcore.in | +91 22 6178 2222
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