Key Objectives

• Increased customer satisfaction, with the core product and with the loyalty program
• Reduction in churn (customer turnover)
• Promotion of new, or non-performing product lines
• Change in consumer behavior (e.g. kick-start usage of ATM card as Debit Card)
• Upsell and cross-sell of merchandise

The fully enabled loyalty system has the following main features:

• Customer Analysis
• Customer Segmentation
• Customer Retention
• Web Enabled System
• Upsell and cross-sell of merchandise

Technology Used

• Application Development: Pro-C, Java, XML
• Database: Oracle
• Operating System: Sun Solaris
• Others: BEA Weblogic

• Minimum data entries, to avoid customer/front office manual errors
• self-learning systems, whereby the system could predict the data entry, based on previous transactions
• Cross-checking algorithms, to verify integrity of data

There are 2 sources of information

• ODS - An operational data source which is refreshed with feeds from the various product processors daily. This involved mapping data elements from the various product processors to the ODS data tables and designing the feeds for the various product processors. A data migration utility was developed to process the feeds and upload it into the ODS.
• Online - The information in the ODS is dated. Whenever the service officer requires online information a terminal based application can be invoked or the information could be obtained from an online messaging service. The user sign-on, remote navigation etc are handled transparently by the application using a screen-scraping based navigation engine. This provides the user the luxury of single sign-on and context sensitive access.

Technology Used

• Application Development: Java, JSP, C
• Web Server: Weblogic 5.1
• Database: Oracle 8i
• Operating System: Sun Solaris 2.7

Sources of Information

• Accepting customer data.
• Analyzing customer's Risk Profile based on predetermined parameters.
• Automatic generation of Proposed Investment Recommendation.
• Exchange of information with Standard and Poor using XML for display of the required information for the selected funds.
• Providing up-to-date information about various Funds such as performance, NAV, rating, etc on a single page by integration with Standard & Poors.

Database

• Providing a facility to search and funds to the standard recommendation.
• Create a proposed portfolio for the customer and present it in a pre-formatted PDF document.
• Facility to independently inquire and search on performance, reports, etc of various funds from a single application.

Technology Used

• Application Development: Java, EJB, JSP, and XML
• Web Server: Weblogic 5.1
• Database: Oracle 8i
• Operating System: Sun Solaris 2.7

Our Solution

The Content Database Management System developed has the following features:

• User Interface to create and maintain a database of documents organized and categorized by various filters like, Fund code, Fund House, Language, Document Type, Region, etc.
• Provide a facility to search the database and retrieve the document for viewing/download by various users in different countries through Citibank's internal global network.
• Integration of this database with the Mutual Fund Sales System, to provide immediate access to these documents at the Sales Point.

Technology Used

• Application Development: Java, EJB, JSP, and XML
• Web Server: Weblogic 5.1
• Database: Oracle 8i
• Operating System: Sun Solaris 2.7

• Review and value add to existing technology specs.
• Interaction with the technology team towards delivery and implementation of the back office processes.
• Lead the back office team in terms of training and streamlining processes.
• Set up and implement a process of reconciliation with depositories and banks.
• Design and program manage delivery of key modules in Risk, Finance, Customer Communication and External Interfaces.
• Ensure comprehensive training for all hands off.

The Risk Management Module was particularly important to the company. A sophisticated risk analytical model was developed which resulted in increased leverage for customers on existing margins, without compromising on overall credit risk. The module was integrated with real-time market-to-market modules, and the Communications Module, to inform customers of their overall margin position.

Enabling a Fortune 50 financial institution go online with a broader range of mutual funds and robust customer service options

This project involved the development of a Mutual Fund product processor. The existing system could only handle proprietary Mutual Funds.

The Mutual Fund product processor developed has the following features:

• Handles both third party and proprietary mutual funds.
• Handles Class A, B and C type of funds.
• Handles various types of fees, such as entry and exit loads, management fees, trailer fees etc (Flexible charging module has been developed).
• Handles bearer certificates and coupons.
• Handles dividend payments.
• Handles corporate actions such as mergers, transfers and switch.
• Handles tax calculation.
• Interface to Liability, Accounting, Customer relationship owner, Agent commission and Profitability systems built.
• Socket based communication module for TCP/IP message servers and APPC LU 6.2 based communication module for IBM mainframes were developed for online interfaces.
• Batch interface module also developed

Technology Used

• Application Development: Java, EJB, JSP, and C
• Web Server: Weblogic 5.1
• Database: Oracle 8i
• Operating System: Sun Solaris 2.7