121Advisor persentation at solutiond ay 2019

1. Our Speaker
Muhammad Farkhan Bin Kamaruddin
REFERRAL MANAGEMENT & MARKETING
AUTOMATION SOLUTION (ReMMA)
Topic:
Thursday, 28th March 2019Date:
Head of Infrastructure

2. Prominent
Malaysian Bank
Malaysia's largest network of
banking agents
RM1.92b Revenue
RM1.41b net income
RM24.88b Savings & Deposits
PERSONAL
BUSINESS
ISLAMIC
1974
CASE STUDY

3. Daily manual leads update.
Time Consuming manual process
Manual SMS notification to lead
Unfair/uneven lead distribution
Lead Consolidation
Minimal reporting capability with manual KPI tracking
PAIN POINT ?

4. PROJECT OBJECTIVES
To increase cross selling activities
To increase current revenue per customer
To inculcate sales culture
To automate leads assignment and follow up
To increase customer value by upselling and cross selling

5. ReMMA Features Implemented
CUSTOMER FIRST CONNECTED
Enterprise Digital Framework (EDF)
Centralisation of potential leads
Personalisation and lead scoring
Lead Reassignment
Customised lead distribution
Advisor workflow automation
Tracking lead progress
Marketing automation and campaign
management
Referrer Incentive Administration
Reporting & Insights
THE SOLUTION: EDF - ReMMA

6. ReMMA
THE SOLUTION :ReMMA

7. Web analytics and lead scoring engine categorise and segment data into various categories.
2
Visitors to the Portal - Register/collect data
1
These categories are then assigned personas, each with uniquely identifiable traits
3
Coupled with machine learning based AI tools, automatic engagement can be deployed
4
Accurate and Actionable Data
WHAT ARE PERSONA?
Personality
EmotionalNeeds
Emotive
Gender
OccupationLocation
Race
Triggers
Segm
entations
Motivates/
Discourages
Topic, Gaps in
Knowledge
Introvert
Collected Data /
Information
Prospect

8. ReMMA
Capture details:
Looking for vehicle loan
Age: 28, Single, Professional, 90k P.A,
Currently renting
Agent
closes
sale
Prospect
Visit
Bank
Website
Persona details used for targeted marketingPersona Details are applied
Keep informed and
Nurture relationship
4 Years Passed
Customer is now 32 years old.
Based on typical Persona data
customer may be in position to:
- purchase property; or
- get married; or
- Invest
ReMMA will automatically:
- Assign lead to agent
- Send information related to mortgages, insurance and investments
USE CASE 1 : NURTURE & BUILD TRUST; CROSS SELL

9. ReMMA
Capture details:
Looking for life insurance product
Auto assigns
prospect to
qualified agent
Prospect
Visit
Bank
Website
Receive
Reminder
Scenario 1:
No action taken after predefined time
Manager / Leader received alert
USE CASE 2: Lead Follow Up
Scenario 2:
No action taken after reminder

10. Generated leads are
processed by ReMMA and
taken through the Lead
Management Lifecycle
6000 ReMMA users
180,000 leads generated
@ ~30 leads per user
Leads are auto
assigned to agents
USE CASE 3: Additional Revenue for Agents and Bank
800 Agents
30% closing ratio
@54,000 cases
Additional 30% worth
of commission earn by
the agent.
30% closure rate from
referrals resulted in
increase in the
company revenue

11. KPI
Lead Management
Referral Status
Graphical Reports
USE CASE 4: Real Time Monitoring and Tracking

12. YEARYEAR 20142014 20152015 20162016 20172017 20182018
CASES
REFERRED
80,XXX 145,XXX 201,XXX 199,XXX 137,XXX
CASES
CLOSED
18,XXX 40,XXX 32,XXX 43,XXX 42,XXX
% CLOSE
RATIO
23% 28% 16% 21% 30%
NB:
2016, although case referred high, closing rate low because of stricter regulatory controls
2018 , cases referred low, attributed to economic downturn and GST as well as GE14. Case close ratio is high due to
easing of regulatory controls.
Reduce Response
Time
Rapid Allocation of
High Volume of Leads
Identify and Understand
how Customers move along
their journey and how
various sales agents become
key touchpoints
Lead Prioritisation to
ensure a high closing
rate
Personalised service
as each lead is
assigned to one
advisor
Trend Visualisation
of lead source
Referrer KPI
Management and
Reporting
Lead nurturing
building trust with
sales agent
Optimise
Conversation rates
QUANTIFIABLE RESULTS

13. One Two One Advisor Sdn Bhd
Suite 801, Level 8, PJ Tower, Amcorp Trade Center
No 18, Persiaran Barat, 46050 Petaling Jaya,Selangor Malaysia
603-793-121-22 www.121advisor.com
THANK YOU
GABRIEL TEOH
REGIONAL MANAGER
MOBILE: +6019 336 0876
EMAIL: gabriel@121advisor.com
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