Reliance Capital Digital Journey: Industry trends and our achievements in recent times February 2016
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Reliance Capital Digital Journey: Industry trends and our achievements in recent times February 2016
Disclaimer This presentation does not constitute a prospectus, an offering circular, an advertisement, a private placement offer letter or offer document or an offer, or a solicitation of any offer, to purchase or sell any securities under the Companies Act, 2013 and the rules made thereunder, the Securities and Exchange Board of India (Issue of Capital and Disclosure Requirements) Regulations, 2009, as amended, or any other applicable law. This presentation should not be considered as a recommendation that any investor should subscribe for, or purchase, any securities of Reliance Capital Limited or its subsidiaries or its associates (together, the “Company”) and should not be used as a basis for any investment decision. The information contained in this presentation is only current as of its date and has not been independently verified. No representation, warranty, guarantee or undertaking, express or implied, is or will be made as to, and no reliance should be placed on, the accuracy, completeness or fairness of the information, estimates, projections and opinions contained in this presentation. The Company may alter, modify or otherwise change in any manner the contents of this presentation, without obligation to notify any person of such revision or changes. This presentation contains statements that constitute forward-looking statements. These statements include descriptions regarding the intent, belief or current expectations of the Company or its directors and officers with respect to the results of operations and financial condition of the Company. These statements can be recognized by the use of words such as “expects,” “plans,” “will,” “estimates,” “projects,” or other words of similar meaning. Such forward-looking statements are not guarantees of future performance and involve risks and uncertainties, and actual results may differ from those in such forward-looking statements as a result of various factors and assumptions which the Company believes to be reasonable in light of its operating experience in recent years. The risks and uncertainties relating to these statements include, but not limited to, risks and uncertainties, regarding fluctuations in earnings, our ability to manage growth, competition, our ability to manage our operations, government policies, regulations etc. The Company does not undertake to revise any forward-looking statement that may be made from time to time by or on behalf of the Company. Given these risks, uncertainties and other factors, viewers of this presentation are cautioned not to place undue reliance on these forward looking statements. None of the Company or any of its affiliates, advisers or representatives accepts any liability whatsoever for any loss howsoever arising from any information presented or contained in this presentation. Please note that the past performance of the Company is not, and should not be considered as, indicative of future results. Furthermore, no person is authorized to give any information or make any representation which is not contained in, or is inconsistent with, this presentation. Any such extraneous or inconsistent information or representation, if given or made, should not be relied upon as having been authorized by or on behalf of the Company. This presentation and its contents are confidential and should not be distributed, published or reproduced, in whole or part, or disclosed by recipients directly or indirectly to any other person. The distribution of this presentation in certain jurisdictions may be restricted by law. Accordingly, any persons in possession of this presentation should inform themselves about and observe any such restrictions. The information contained herein does not constitute an offer of securities for sale in the United States or in any other jurisdiction. Securities may not be offered or sold in the United States absent registration or an exemption from registration under the U.S. Securities Act of 1933, as amended. Confidential Slide 2
Information Technology
1 Predictions & Trends - 2016 and beyond
► Strategic Predictions for 2016 and Beyond
► Internet, Channels, Social, IOT, Virtual Assistants, Big Data
Contents
2 Current Trends & Our Journey
► Social, Mobile, Analytics, Cloud, User Experience, Security, Strong Core
► Projects undertaken against the emerging trends - Website modernizations,
Mobile Apps, Private Cloud, Advanced Analytics
3 Way Forward
► Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience
► More Mobile Apps…
Confidential Slide 3
Information Technology
1 Predictions & Trends - 2016 and beyond
► Strategic Predictions for 2016 and Beyond
► Internet, Channels, Social, IOT, Virtual Assistants, Big Data
Contents
2 Current Trends & Our Journey
► Social, Mobile, Analytics, Cloud, User Experience, Security, Strong Core
► Projects undertaken against the emerging trends - Website modernizations,
Mobile Apps, Private Cloud, Advanced Analytics
3 Way Forward
► Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience
► More Mobile Apps…
Confidential Slide 4
1 Predictions - 2016 and Beyond
1 Internet India racing ahead: 550 MN+ internet users by 2018
600
(in million)
Over 550 million internet users by 2018
60% will only access the internet through their mobile
400
200
Exponential internet explosion
0
1992 1994 1996 1998 2000 2002 2004 2006 2008 2010 2012 2015 2018
20 years for first 100 million users; 2-3 years for second 100 million;
1 - 1.5 years for next three 100 million each
Source: Boston Consulting, Accenture
Confidential Slide 5
1 Predictions - 2016 and Beyond
2 Channels By 2020, Share of transactions on direct channels
to increase from 4% to 33% (Banking)
% share of transactions from banking channels
100 2.4%
3.3% 0.3% 0.1%
5% In Banking
3.5% 22.4%
80 Survey across 14K customers, 50K
bank employees (2011)
7.2%
42.0% 2.9%
7.1% Mobile
60
Online Direct
94.3% Call centre channels
40 44.6% POS (Card)
ATM cards
49.0% Branch
20
15.8%
0
2003 2010 2020 (Base)
% share of direct
~0% 3.9% 33% channels
Source: Boston Consulting,
Confidential Slide 6
1 Predictions - 2016 and Beyond
3 Social Social Media Users to Grow by 15% by 2016-17 in India
240 million Internet users in India
106 million active social media users
Today social media banking users are
not even 5% of Active Internet banking
or social network users
By 2016-17, it will grow to 13-15%, so
an exponential growth is expected
Source: Gartner, Boston Consulting
Confidential Slide 7
1 Predictions - 2016 and Beyond
4 Internet of Things (IOT) By 2018, 6 billion connected things
will be requesting support
One million New IOT devices will be purchased
every hour of every day in 2021
By 2020, 50% and more domestic smart objects
will be able to communicate (directly or
indirectly) with smartphones
By 2018, 2 million employees will be required to wear health and fitness tracking devices
as a condition of employment
Worries about system data will be dwarfed by concerns over personal, behavioral and
health data
Source: Boston Consulting, Accenture
Confidential Slide 8
1 Predictions - 2016 and Beyond
5 Virtual Assistants The post-mobile / post-app era is coming…
Virtual personal
assistants (VPAs) for
workforce productivity
would be on the rise
Cloud services with
open VPA APIs would
grow
By 2020, smart agents will facilitate 40% of mobile interactions, and the
post-app era will begin to dominate
Source: Gartner
Confidential Slide 9
1 Predictions - 2016 and Beyond
Through 2020, Smarter and Faster Business Decisions
6 Big Data
Will Be a Key Driving Force of IT Innovation.
Big Data Analytics will be embedded
everywhere
IDC predicts that by 2020, 50% of all
business analytics software will include
prescriptive analytics
By 2020, IDC predicts, data monetization
efforts will result in enterprises increasing the
marketplace’s consumption of their own data
by 100-fold or more
Also, by 2020, the amount of data that is
worth analyzing will double
Source: IDC, Gartner
Confidential Slide 10Information Technology
Predictions & Trends - 2016 and beyond
► Strategic Predictions for 2016 and Beyond
► Internet, Channels, Social , IOT, Virtual Assistants, Big Data
Contents
2 Current Trends & Our Journey
► Social, Mobile, Analytics, Cloud, User Experience, Security, Strong Core
► Projects undertaken against the emerging trends - Website modernizations, Mobile
Apps, Private Cloud, Advanced Analytics
Way Forward
► Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience
► More Mobile Apps…
Confidential Slide 112 Current Technology Trends and Our Journey
Increasing Customer Demands: The Digital Era has increased
customer demands and technologies such as Social, Mobile,
Analytics / Big Data and Cloud are disrupting businesses
everywhere
Digitalization Core Competency: Digitalization has become a
core competency now and Mobility has been one of the most
disruptive technologies of all
While Analytics is ‘The Priority’ today, Social is also emerging
as another disruptive force and a powerful medium to connect
people and share & disseminate information at a global scale
Cloud is becoming the core foundation for everything on IT
Infrastructure and the increasing digitization with business
processes exposure to internet is demanding stricter Information
Security controls
Confidential Slide 122 Current Technology Trends and Our Journey
SOCIAL MOBILE ANALYTICS CLOUD
IT CONTINUITY RESPONSIVE STRONG CORE IT Security
Confidential Slide 132 Current Technology Trends and Our Journey
1 Social Media
Customer Care
Actively using leading social media
platforms such as Facebook, YouTube,
Advertisement/Marketing
Twitter, Google+ to engage with customers
Social Media Platforms being used for
Product Sales and customer Servicing
Leads and Acquisitions
Using these platforms to Increase
customer awareness on products, services
and brand awareness
Customer Engagement
ORM / Branding
Confidential Slide 142 Current Technology Trends and Our Journey
1 Social Media A few Examples of Social Media Adoption /
Innovation across group
Reliance Life Insurance has introduced ‘Shop Now’ feature on Facebook for online policy sales/
lead generation. The page has over 271,570+ likes
Customers on Reliance Securities Facebook page can use ‘Sign UP’ feature for opening Reliance
Securities Trading Account
Customers on Reliance Mutual Fund (RMF) page can use applications such as ‘RMF Risk Profile’ ,
& ‘Goal Calculator’. The page also provides channel to contact customer support / Generate leads
and provides informational videos to prospects/existing investors. The page has over 1,291,144
likes
Reliance Commercial Finance (RCF) Facebook page boasts ‘Ask the experts’, which is a knowledge
series by Anu Kapoor dedicated to customers
RMF is using WhatsApp for selected transactions and Customer Support. RGI is also using
WhatsApp for customer servicing. Facebook is being by RGI for Go Fit and Child Safety campaigns
Confidential
We are present on
Slide 152 Social Media - Reliance Mutual Fund
Number of Followers: Number of Followers: Number of Followers:
August 2015 - 1.24 MN August 2015 - 71.6k August 2015 - 65.7k
December 2015 - 1.5 MN December 2015 - 90k December 2015 - 90k
Engagement: Engagement: Engagement:
August 2015 - 4.0% August 2015 - 0.2% August 2015 - 0.4%
December 2015 - 5.5% December 2015 - 1% December 2015 - 1%
Content: Content: Content:
Objective - Drive greater engagement Objective – Use Twitter as a medium to Objective - Drive awareness and
with a relevant TG of 25 - 34 year olds Amplify communication e.g. Live consideration about ETFs on LinkedIn
Tweeting from the Bloggers’ meet with
the hashtag #LambiInningsKiTaiyari
Confidential Slide 162 Social Media - Reliance Life Insurance
1 Social Media Glimpse of few initiatives
Do Good Campaign
270,415
Confidential Slide 172 Current Technology Trends and Our Journey
2 Mobile
Direct Sales & Support We are using mobile platform throughout
our business process. It has become one of
our main streams for:
Field Force
Empowerment o Direct Sales and Support - Account
Openings, Quotes, Illustrations, eKyc,
Document Submissions, Receipt Printing,
Collections etc.
Leads and Acquisitions
o Customer Engagement - Product /
Portfolio information, Customer support,
Mobile services etc.
Customer Engagement / o Field Force Empowerment -
Education
On Demand Information Dissemination,
Training, Performance Dashboards, Lead
Managements
Branding & Positioning
Confidential Slide 182 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance Mutual Fund - Investor Mobile Application With this App, Reliance Mutual Fund
Investors can:
1) Get insights on various Funds & their
Performance (Funds details, Latest NAV, track
markets and track Reliance Funds.)
2) Seamless Online Transactions - Purchase,
Redemption, Switch, SIP & SWP.
3) Investor Services
• Account Statement View
• NAV details
• Locate our Branches, Service Centers &
Distributors
• Contact Us
• Subscribe to reports for Markets, News and
Factsheet
4) Dynamic Calculators
Goal Planner, SIP Calculator, Retirement Planner,
EMI Calculators
Confidential Slide 192 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance Mutual Fund - Distributor App Business Easy
This app is dedicated to Distributors and
facilitates:
• News of Financial Markets
• Details of new funds offered by Reliance
Mutual Funds
• SIP Performance
Using this app our distributors can:
Track selected funds basis various parameters
like NAV, Fund Size, Lump sum & SIP
Performance, volatility measures
Confidential Slide 202 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance Mutual Fund - Simply Save
A quick investment App for Reliance Mutual
Fund Investors with the following features:
1) Simplicity
• One Click Investment
• One Click Withdrawal
• One Scheme - Cash Plan
2) Automation
• ARN hardcoded
• Display of ARN Name
• Life Long Folio/ ARN tag
• No Direct Scheme Option
• Multiple payment option including OTBM i.e.
One Time Bank Mandate
• Optional Reliance AnyTime Money Card
Confidential Slide 212 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance Mutual Fund - Conference App
This is an app for improved communication
and interaction between employees across
locations. Features include:
1) Facility to share files and reports during
conference call and meetings
2) Quick Conference Setup with auto
notifications to the relevant invitees
3) Feedback capturing by way of rating and
responses through instant polls, thereby making
the conference more interactive and engaging
Confidential Slide 222 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance Mutual Fund - WhatsApp Customer Service
Integration with WhatsApp to
provide an additional channel for
customers:
Interaction Count 1) Instant access to Reliance MF
Transaction related 1047 for transacting and service
Non Transactional 1051 needs during 8:00 AM to 9:00
Grand Total 2098 PM
* as of December 2015
2) Keyword capability for automatic
responses
Confidential Slide 232 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance Life Sales Assist
This app is for field force empowerment
It’s a tab application for RLIFE Advisors and
provides necessary information, and tools to
the advisors to be productive when in the field
It provides information such as:
Customer Information, Proposal Status, Policy
Status, Policy and Renewal Details
It has tools for advisors to add and mange
leads and access commission details. It also
provides Benefit Illustrators for various
products in sales catalogue
Confidential Slide 242 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance Life Need Analysis
For Sales force and Customers
• Well Start is half done as customer self need
analysis is done directly
• Personal and financial details are not required for
getting probable requirements
• Confusion of proposing a Solution is over
• Instant Premium and Benefit
• Self discovery is better than proposing, leading to
better conversion
• Get a customer for Life due to higher satisfaction
Confidential Slide 252 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance Life Proposal Tracker
Customer and Sales force can use this app for
tracking the status of a policy right from the
initial stage of login until the policy is
dispatched and delivered
• Transparency in displaying policy status
• Information Access - Quick and Accurate
access to status information
• This initiative is helping us in reducing call
centre enquiries
• Better TAT
Confidential Slide 262 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance Life TaxApp
This app is open for all
• TAX App help user calculate taxes but also
suggest user ways to maximize savings
• Direct integration with LMS for ready access
to leads
• Connect to recommended product and lead
capture for every profile
• Total Installs - 2,460
• Total Active Users - 760
• Average App Rating - 4.50/5 (64 ratings)
Confidential Slide 272 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance General Anywhere Assist
Anywhere Assist helps customer in
providing Vehicle Related Road Side
assistance
The mobile application provides real time
location information and direct calling facility to
customer support executive
Confidential Slide 282 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance General Smart Assist
Smart Assist enables self help for sales
force through:
• Policy Features and benefits
• Rate chart / Premium calculator
• Product features and comparison
• Customer feedback
• Assistance regards to Network
Hospitals, Network Garages, Company
News
• Customer testimonials - videos &
written
• Product FAQs
• Contest updates, related MIS & winner
announcements
Confidential Slide 292 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance General Motor Plus
Reliance
Motor plus
Motor Plus for claim managers &
surveyors towards faster claim
assessment/settlement with Video
Streaming option
Features:
• Vehicle damage survey
• Loss estimation
• Settlement up to authority limit
• Video capture of damages and
submission to Backend
• Real time notification
• Chat
Confidential Slide 302 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance General RMPIS
Motor Pre-
Inspection
Survey
RMPIS is used for Vehicle inspection
before underwriting the policy
Features:
• Vehicle Location information
• Distance travelled by FOS for
reimbursement
• Create inspection request
Confidential Slide 312 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance Securities - MobileXpress
RMobile Xpress is Mobile trading application
for our customers to stay ahead & trade from
anywhere and at any time
Customer can enjoy real time trading in equity,
derivatives and currency from RMobile Xpress
Features:
• Customizable watch list
• Get stock quotes & Live streaming Market
Watch
• Transfer and withdrawal of funds
• Real-time charts on NSE and BSE
• Portfolio Tracker, Order status & day / net
positions, after market Order
• Convert and square off open positions
Confidential Slide 322 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance Securities - Pocket Office
Pocket Office is meant for Sales Force and
redefines the concept of working in an office.
Everything needed to manage leads and field
work is available
• Easy and convenient attendance logging
mechanism with regularization feature and
STP with attendance system
• Access to customer leads assigned in CRM.
Updates to the leads are synced online with
CRM ensuring consistency of data across
various platforms like web, mobile, tabs
Confidential Slide 332 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance Securities - TICK Mobile App (WIP)
Tick Mobile App
A new and improved mobile app is
proposed soon for our trading customers
with rich features like market watch,
portfolio with real time feeds and
enhanced user experience and reduced
steps
Confidential Slide 342 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
Reliance Securities - TICK Pro Mobile App (WIP)
Tick Pro Especially designed app
for F&O traders
• Provides Derivative scanners and
pre-defined options strategy
• Quick order placement features to
enhance trading experience
Confidential Slide 352 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
RCF / RHF - Reliance Property Solutions App
The app provides access to a large
property database threading together
customers funding requirements
through RCF’s home and mortgage
loan producsts
Confidential Slide 362 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
RCF / RHF - Customer Acquisition App
This application is a customer
acquisition and decision making tool
for a loan applications and is
seamlessly integrated to credit bureau,
core lending application and analytics
engine
Confidential Slide 372 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
SIP (Sales in Progress) App
Application for Sales Managers to
get real time updates from core
lending application for the cases
sourced by them
Confidential Slide 382 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
RCF/RHF - eCollect App for collection agents
Application for Collection Agents
to interact and collect the
payments from delinquent
customers. Supervisor has the
option to get the agent location
and allocate cases efficiently
Confidential Slide 392 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
RCF/RHF - SMP (Sales Management Process) App
The app enables the sales
managers to visit the customer and
provide update and has features for
review mechanism, reimbursement
process, geo tagging etc.
Confidential Slide 402 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
RCF/RHF – MCO (Mobile Credit officer) App
This mobile application enables
the credit officers/managers to
attend & interview the customer
based on the risk score
generated by Analytics tool
Confidential Slide 412 Current Technology Trends and Our Journey
2 Mobile Few Mobile Initiatives Across Group
RCF/RHF - Tab Fab App
TAB FAB is a direct customer
feedback tool at branches - to
analyze the customer satisfaction
in terms of service, products etc.
Confidential Slide 422 Current Technology Trends and Our Journey
3 Analytics
• Sentiment Analysis
Customer Insights • Social Media Analysis
• Click Stream Analytic
• Risk Based Pricing
• Portfolio Analysis
Risk Management • Credit Risk Analysis
• Fraud detection and Management
• Lead Generation
Marketing • Campaign Management
Analytics • Customer Segmentation
• Sales Performance
Channel Execution • Profitability
• Next Best Offer
• Custom Modeling
• Customer Linkage and Identification
Capability Developments Capabilities (Customer One View)
• Workflow Process Improvements
• Personalization
Confidential Slide 432 Current Technology Trends and Our Journey
Stage 5:
Stage 4:
3 Analytics Stage 3:
Stage 2: Analytical
Analytical Competitors
Analytical Companies
Stage 1:
Localized Aspirations
Analytical Analytics
Study By: Accenture Novice
• Less effective leaders who • The analytics capability is run • Limited number of leaders • Leaders exhibit a passion for • Leaders have mastered
display minimal interest or as business as usual in the understand and believe in the analytics, build and develop analytics to achieve a
Analytics Vision understanding in analytics, respective business units and impact analytics can have on teams to execute the leadership position in their
& Strategy and have trouble garnering there is a lack of structured the organization. strategy. Analytics is viewed industry. They have
support, building teams or decision making processes. as an enterprise asset and a effectively leveraged the
executing upon the strategy. competitive differentiator. analytics ecosystem
• Business units request IT to • Data dictionary exists but is • A comprehensive and • Data is of sufficient quality for • Data for the purposes of
extract/provide data on an ad- fragmented and IT focused, business relevant data decision making. Well-defined decision making is embedded
Information hoc basis. without business context. dictionary is readily available processes are in place to into the management
Management and integrated with robust improve quality of data as processes and readily
maintenance processes. needed. available to decision-makers.
• Primary focus on tactical • There is some form of • Full range of models • Techniques used include • Full range of real-time models
objectives, e.g. acquisition framework and process to the developed, including advanced techniques (e.g., developed using variety of
Insight and cross-sell deployment of analytics prospecting, customer CHAID, CART, neural, techniques, with application to
Generation capabilities. development, customer genetic algorithms) in addition customer strategy and future
loyalty/churn, revenue to regression trend prediction
management, etc.
• Organization has little or no • Organization has limited • Organization has capability to • Organization has capability to • Organization uses the best in
Value-led capability to derive insights capability to derive insights derive insights from data derive insights from data class analytical capabilities
from data using predictive from data using predictive using predictive analytics with using predictive analytics and and performs value led
Implementation analytics analytics limited focus on value rigorously monitors experimentations of designing
incremental value and modifying processes
• Few analytical skills or roles • Unconnected pockets of • Analysts recognized as key • Highly capable analysts • World-class professional
Analytics • Attached to specific functions analysts talent and focused on explicitly recruited, developed, analysts; cultivation of
Capabilities & • Different skill levels of important business areas deployed, and engaged analytical amateurs across
Infrastructure independently run teams • Limited cross-functional the enterprise
engagement
We are well placed on our journey to become an “Analytical Company” Very
Strong
Strong Intermediate Moderate Absent
Confidential Slide 442 Current Technology Trends and Our Journey
3 Analytics Glimpse of few initiatives
Reliance Commercial & Home Finance
CV Acquisition Scorecard
Model Developed and implemented in Loan Originating System (LOS) for generating credit scores of
the applicant. Implemented model shows significant drop in First Payment Default(FPD) numbers
(~50% Drop in FPD)
Mortgage Customer Retention - Predictive Modelling
Customers segmented into attrition risk segments as per statistically significant demographic,
geographic, repayment and bureau variables. Customers are taken for campaign and offers are given
to stay back
Collections Management
Models developed for predicting delinquency and performed cost-productivity mapping for scientific
agency allocation and capacity management
Risk Based Pricing - Auto and Mortgage
Risk based pricing models developed for differential pricing which accommodates the credit risk of
individual customer
HL Scorecard
Model for Home Loans (except AH) is able to predict 68% of the Defaulters in the top 3 deciles
Confidential Slide 452 Current Technology Trends and Our Journey
3 Analytics Glimpse of few initiatives
Reliance Life Insurance
Daily Dashboard for New Business, Renewal & Persistency sent to all stake holders
Various Analytics models designed:
• Predictive retention - A model to classify customer based on lapse propensity
• Reinstatement model – Identifying lapsed customers for reinstatement
• Advisor persistency model – Propensity model for increase in Agency Activisation
• Claims model – Pilot project to evaluate early claim trend
• Underwriting model to strengthen underwriting grids and guidelines
• Claim fraud analytics
• Refinement/recalibration of Lapsed/Reinstatement models to improve 13th month persistency
• Identifying Upsell Opportunity for E-Sale customers
Some of the early benefits seen are:
• Increase in renewal collections from high risk customer group
• Increase in reinstatement campaign resulting in higher reinstatement collections
• Accurate data driven by Data Quality initiative helping in better decisions
Confidential Slide 462 Current Technology Trends
Glimpse of few and Our Journey
initiatives
3 Analytics
Reliance General Insurance
Operations One View: Key Metrics to intuitively
generate sliced data for Policy conversion, TAT,
Customer contactability, Premium Receivable’s,
System Utilizations, Collections & Pay-In-Slips
building controls on trends
Motor Portfolio Score Card: Helps improve
efficiency on Claims relating to Motor portfolio. Helps
plan future strategies towards prudent decisions and
ensure service assurance to the Customer
Regulatory Matrix & Score Card: Single
dashboard to help review regulatory submissions and
the tool help automatic submissions to the regulator,
wherever possible
Daily Performance Report: Daily Performance of
Premium numbers for different products across
Channels, Branches and Zones to help online
reviews and initiate relevant strategies
Confidential Slide 472 Current Technology Trends
Glimpse of few and Our Journey
initiatives
3 Analytics
Reliance General Insurance
Quality & Systems Automation Metrics: Help
review qualitative matrices based on defined rules
related to Six Sigma methodology
Customer Segmentation: Risk based pricing model
used for differential pricing based on customer
demographics and transaction behaviour
Enterprise Risk Score Card: For a Bird’s eye view
of various Risk indicators derived from a variety of
sources
Confidential Slide 482 Current Technology Trends
Glimpse of few and Our Journey
initiatives
3 Analytics Glimpse of few initiatives
Reliance Securities
Web Analytics (Google) - Click Stream Analytics / Website Usage Pattern
Tick (Beta Launch) - The new platform for cash and derivatives trading, which will provide
customers with a real time portfolio monitoring, integrated market watch across various platforms,
market news & company information on a single click, technical breakout alerts, analysis via
advance charting tools and various other indicators
Hourly Trading Dashboards - Trading volume dashboards are flashed on an hourly basis to
central, region & branch teams
R advantage - Loyalty Program - Reward point program based on customer trading pattern
Customer segmentation - Customers segmentation done based on trading product patterns,
platform usages, propensity to stop trading etc. Basis segmentation targeted campaigning and offers
are rolled out to customers
Confidential Slide 492 Current Technology Trends
Glimpse of few and Our Journey
initiatives
3 Analytics Glimpse of few initiatives
Reliance Capital Asset Management
Analysis of website Traffic, Usage Patterns, Customer Behaviour etc.
Equity Analytics - Visual Dashboard on Trends, Day to day Portfolio Value, & other important
market feeds
Campaign Management - Running numerous campaigns based on customer data / segmentation /
available leads
Confidential Slide 502 Current Technology Trends and Our Journey
3 Analytics Glimpse of few initiatives
Reliance Capital Asset Management
Website Traffic - Purchase Funnel Analysis
Confidential Slide 512 Current Technology Trends and Our Journey
4 Cloud Overview of Cloud Initiative at RCL
Objective Setup private cloud and subsequently move to Hybrid Cloud Adoption
We have successfully deployed our own private cloud
Actively Using Cloud SAAS and PAAS models across group. Few examples:
• Office 365 (Mailing, SharePoint Online, Lync, Yammer)
• HCM (Recruiting, On boarding, Talent Management, eLearning)
• CRM (One of our business)
Our private cloud and DC consolidation exercise is benefitting through INR 4-5 crore savings
annually. Other benefits have been:
30% reduction in server footprint and related costs
High uptime for critical systems with features for High Availability by design
Moving to a state of automated IT operations & Centralized Monitoring
Confidential Slide 522 Current Technology Trends and Our Journey
5 Security Enhanced Focus to strengthen IT setup towards
safeguarding systems from increasing online
security risks
53
WAF SSL VPN 2 FA/PIM AD Upgrade DLP/SafeBoot
… … … … …
SIEM SOC GRC Anti DDOS NAC
Confidential Slide 532 Current Technology Trends and Our Journey
6 User Experience Enhanced Focus on Improving Customer
Experience
We are committed to bring in the best to our customer and constantly improve the
quality of our interactions with them. Necessary steps have been taken across our
organization to optimize our processes & services for enhanced user experience
across multiple interaction channels
All customer facing sites have been modernized
All our websites are now mobile ready/responsive
Call center capabilities have been improved
IVR, Web Chat, Video Chat and Messaging Application Integrations have been carried
out for different communication channels
All our products sections and customer servicing channels are being modernized for
enhance user experience and ease of doing business with us
Confidential Slide 542 Current Technology Trends and Our Journey
And …
How Are We Doing?
Confidential Slide 552 Current Technology Trends and Our Journey
Reliance General Insurance
Increase in web traffic by 65% as compared to previous fiscal
Increase in Online transaction / Premium by 46% as compared to previous fiscal
Social Media Penetration has increased by 50%
Social Listening & ORM initiatives indicates that there is a significant increase in brand
value positive sentiments
Reliance Commercial Finance
Increase in web traffic by 30% as compared to previous FY
Near double increase in revenue through digital channels
Sales Productivity enhancement by 30%
Confidential Slide 562 Current Technology Trends and Our Journey
Broking and Distribution
Overall Website Traffic has increased 30% compared to previous fiscal
Overall increase in Online Leads by 58% as compared to previous fiscal (till date)
Exponential Growth on Social Presence - 4 times penetration the social media as
compared to previous fiscal
Digital Purchase volume expected to increase by more than 100% by Mar 2016
Mobile Trading App downloads have more than doubled as compared to previous fiscal
282% increase in the Mobile Active user count
300% increase in the value of revenues generated for digital purchase of the customers
Confidential Slide 572 Current Technology Trends and Our Journey
Reliance Life Insurance
Attracting web traffic over 31 Lakhs unique users
Continues to dominate the social media presence
Page level engagement rate stands at 11% of the total fan base which is highest in the BFSI
category
Bounce rate gone down by 40%
Session duration increased by almost 110%
Online traffic compared to last year…
There has been significant
improvement in the usability of
the website and the bounce rate
compared to the same period last
year due to constant
enhancements
Source: Google
Confidential Analytics
Slide 582 Current Technology Trends and Our Journey
Reliance Capital Asset Management
Website Traffic has increased 6 times as compared to previous fiscal
Digital Purchase volume expected to increase by 650% by the end of current FY as
compared to previous fiscal
Mobile App download has crossed 1.5 lakhs
Active Mobile App users: 25000
Social Media Penetration has doubled
Confidential Slide 592 Current Technology Trends and Our Journey
Reliance Capital Asset Management
Campaign - Analytics
Total Number of Campaigns Digital Revenue %
December 2015 : 35 December 2015 : 8.95
January 2016 : 42 January 2016 : 9.32
Top 5 Campaign performance for the month of Jan - 2016
Confidential Slide 602 Current Technology Trends and Our Journey
Reliance Capital Asset Management
#LambiInningsKiTaiyari
2.45+ Mn 1.3+ Mn
Video Views on the Reliance Trended organically on Twitter in
Fans on Facebook with a
Retirement Fund TVC on Mumbai for 1 hour due to the live
4.8% Engagement Rate –
Youtube tweeting in the Blogger’s Meet event
highest in the AMC industry
1300+ Entries in the #ThanksMaa Contest on Facebook and Twitter – with 2 Mn+
impressions and a 232% increase in Engagement Rate
~70k+ 110k+ 8L +
Followers on LinkedIn and Downloads of the new mobile app Visits to the new website due to
Twitter across Android and iOS the campaign
Confidential Slide 61Information Technology
Predictions & Trends- 2016 and beyond
► Strategic Predictions for 2016 and Beyond
► Internet, Channels, Social , IOT, Virtual Assistants, Big Data
Contents
Current Trends & Our Journey
► Social, Mobile, Analytics, Cloud, User Experience, Security, Strong Core
► Projects undertaken against the emerging trends - Website modernizations,
Mobile Apps, Private Cloud, Advanced Analytics
3 Way Forward
► Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience
► More Mobile Apps…
Confidential Slide 623 Way Forward
1. Analytics (from Predictive to Prescriptive)
2. Big Data & Enhance usage of Social channels
3. User Experience
4. Renovating the Core
5. Mobiles Apps including extension on Intranet capabilities
6. Open Technology Adoption
7. IOT
8. Hybrid Cloud, High Availability and DR capabilities
9. IT Security
Confidential Slide 633 Way Forward - What is imperative for us…
For some time, there has been pervasive need for
every business to become a digital business.
We focused on leveraging social, mobile, analytics,
and cloud (SMAC) to build capabilities that help us
turn into a digital business and move Technology
from a support function to essential business
differentiator, giving us a competitive edge
Confidential Slide 64Thank You
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