Revision Information

v 0.2 Date: 02/20/2003

v 0.3 Date: 02/21/2003
v 0.4 Date: 02/27/2003
v 1.0 Date: 03/03/2003

CITI CRM PROJECT - POLAND

FIT-GAP Analysis

SRS Reference Functionality User OOTB Customization Level

Priority

Polish Interface to be provided No Complete UI

2.1 Consolidated view of the customer

Display PESSEL ID and the list of all corresponding GRB numbers in No Record, screen design
the drop-down box for a consumer in the 360 degree view and peoplecode

Display basic Contact information of the Consumer in the 360 Yes Page/Attribute
degree view
Display additional demographic and financial information of the No Attribute
Consumer in the 360 degree view
Display Financial Accounts of the Consumer in the 360 degree view No Add sub-page to the
360 view to display
financial accounts
Display Wave details of the Consumer in the 360 degree view No Page / Attribute

Display Lead details of the Consumer in the 360 degree view No Page / Attribute

Display Interaction details with the customer in the 360 degree Yes
view
Provision of hyperlinks to navigate to other areas of the Yes
application.
2.2 Customer
Additional fields to be provided for customer search Yes Screen design
 Customer data upload from Host No Code/Message
Configuration

Customer data from host is read only. No Page

New attributes for customer as identified in requirements No Attribute

Upload of customer analytical attributes from MIS work area No Code/C.I.'s/App Engine

Maintain optimum number of contacts for a period that the Bank No Page / Attribute
should make at the following levels - Customers, Product And
channels

Optimum contact maintenance based on customer segment No Page/Attribute

Update optimum contact on execution of campaign. In case the No Code

wave execution is stopped and the customer has not yet been
contacted, decrement the optimum number of contacts by one
On execution of wave, check if optimum number of contact has No Code/App Engine
been reached. If yes, add to reject file
Export optimum number of contacts to MIS work area. This will be No App Engine program/
used for list generation Integration broker

Reset optimum number of contacts once the period is completed No App Engine program

2.3 Customer Address

Attribute to store the purpose of the address, eg. Credit card Yes
statement address, mailing address etc.
Upload(one time and delta) of customer addresses from hosts. No Integration broker
configuration/ Message
definition
Address details should be read-only No Page
Store structured and unstructured addresses No

Build view to display data based on PESEL No New screen

2.4 Customer Phone

Upload (onetime and delta) of phone numbers No Integration broker
configuration/ Message
definition/File layout
utility
 Upload Mobile numbers from the Citiphone system as a daily batch No Integration broker
upload configuration/ Message
definition/File layout
utility

New phone type- ‘SMS Alert Number’. Yes

Build view to display data based on PESEL No New screen

2.5 Relationships
Ability to maintain relationships between Consumer and Accounts No Page, BORM
eg. Joint, Single or Guarantor. configuration

Upload (onetime and delta) of relationships from host No Integration broker

configuration/ Message
definition OR ETL/File
layout utility
Build view to display data based on PESEL No New screen

2.6 Accounts
Basic information fields to be displayed for various Account types. No Peoplecode /
Messaging
Additional fields to be displayed for various Account types No Attribute

The Financial Account screen to vary according to the account Yes Screen design
type. Screens to be read-only
Upload from various product processors for account details No Messaging/File
layouts/ peopleCode

2.7 Customer Information File - CIF

2.9 CIF - Data model No Data model to be built

2.10 Availability of the data in CIF No

Branch master
Occupation
Address Type etc.

2.11 De-duplication Process

Addressed in Prospect Management

2.12 Customer Management

The CRM application to hold the information about 3 kinds of Yes
contacts: Individual customers, Prospects, Company.
2.13 Customer Company
Upload (onetime and delta) of company information from CBAW No File Layout, App
Engine and CI
Company information to be viewed from CRM Yes
Company Type field is required to be added to indicate that the Yes
company is a SME or an ELC.
Company screen to be read-only No Page

3.0 Prospect Management

Set record to be of type prospect Yes
Modify search screen to allow search on specified attributes Yes Record/Page
3.3.1 Running de-duplication process as agent saves the prospect No Peoplecode
record(Walkin prospect at the branch)
3.3.1 Attribute for Search of duplicate records (Walkin prospect at Yes Query
the branch)
3.1.1 Checking of PESSEL/ICPP number in negative list No
3.3.2 Validations and Error Handling No Peoplecode/ App.
Engine
3.2 Entering In Reject list with vendor ID No
3.3.2 Third party prospect list import(Import list & reject file) No Peoplecode /App.
Engine
3.3.3 Capturing Source as internet(Prospect entered through No Record/Page
internet)
3.3.4 Running de-duplication process as agent saves the prospect No Peoplecode
record(Prospect Enterd by any channel)
3.4 Conversion of a prospect to a customer No Code

4.0 Campaign Management Process

Campaign Initiation based on the type of Campaign and Role Yes PeopleCode
The campaign initiators can view the previous campaigns while Yes
defining a campaign
Campaign Screen attributes Yes
The priority of the campaign can be 1….10 No Record level

Campaign Approval Yes Component Event

Processing/Approval
Workflow
Define Offers Yes
Product features would need to be available in the application Yes
Campaign Cost Yes
 Capture campaign task and track them to closure Yes Escalation Workflow

Validations before Campaign Execution No PeopleCode

Printshop schedule change No Workflow

Campaign Audience

During external list import as audience, validate and generate No List Import/
exception reports for rejects. Peoplecode
The campaign wave is executed if all the required tasks are No PeopleCode +
completed Workflow
List generation within peoplesoft CRM. Yes
Display campaigns sorted on priority. No Screens

Campaign Metrics
Ability to define Metrics Yes

Campaign Triggers
Ability to define Triggers Yes

4.3 Defining Channels Yes

4.4 Campaign Execution No Application Engine

Program, Component
interface
Exclusive' channels No Configuration and
access security rules to
be modified

channel = 'Branches'
Lead Assignment Yes Application Engine
Program

Lead Re-assignment
 All leads of agent 1 to be assigned to agent 2 Yes Changes to existing
program
Manual assignment by branch manager Yes
Reassignment based on percentages Yes Changes to existing
program

channel = 'Citiphone'
All leads generated should be assigned to the Citiphone team leader No Application Engine
program
Skill based assignemnt No Application Engine
program

channel = 'Telemarketing'
Lead assignment to agents No Application Engine
program
channel = 'Anti Attrition'
Lead assignment to agents No Application Engine
Program

Daily Validation of leads No PeopleCode

Campaign Response
On end date of wave execution, remove all un-worked leads No Application Engine
Program

Report on 'Not-contacted' leads No Crystal report

5.0 Products

5.1 Credit cards Yes Setup of products

5.1.1 List upload for Credit card cross sell campaigns Yes Changes to Application
engine program

5.1.2 Anti attrition Cards

 List generation for Activation Yes PS Query

Triggering list generation Yes Set up trigger

Offer generation No Data model, screen

and peoplecode

Report on effectiveness No Crystal Report

5.2 Banking Products

Attributes for all banking products Yes Attribute/Record/Page

5.3 Attributes Deposit Products Yes

5.4 Insurance Product Yes
Upload from ISS for standalone insurance accounts No Application engine, CI
and file layout

Cross sell of insurance products Yes PS Query

5.5 Investment products Yes

List upload for investment product campaigns Yes Code

Store MLDs as investment products Yes Code, Modification fo

upload program
Asset Products
5.6 Personal Loans Yes Attribute/Record/Page

Overdraft Yes Attribute/Record/Page

Cross sell - trigger on premature Time deposit withdrawal No Code

5.7 Anti-Attrition Banking

Reports to track effectiveness of offers made by activation unit No Crystal Report

Welcome call trigger No Code, Workflow

Relationship balance drop No Code, Workflow

Set up table for TRB drop setup No Screen design, Data

model
Verification of lead success No Code, Workflow

Trigger on Time Deposit maturity No Code, Workflow

When customer closes the account or when the RC code on No Code, Workflow
customer is changed, the agent owning the customer should have a
lead assigned. A filter in place to not carry out this action if being
triggered for the third time in six months
Low TRB No Workflow

Set up table for TRB permissible values No Data model, Screen

design
Verification of low TRB leads No Workflow

Accounts closure No Code, Workflow

Verification of accounts closed No Workflow, Code

Lack of transaction No Workflow, Code

Keep in touch No Workflow, Code

Set up table for Keep in touch triggers No Data model, Screen

design
 Grace Period No

Retention No Screen design, Data

model
Branch Scripts Yes Scripts
Set up of offers for retention No Screen design, Data
model
Report on offers given to customer to retain him No Crystal Report

6.0 Channels
6.1 Branches
CitiGold
TRB drop by 15% should trigger a notification to the branch No Workflow, Code
manager

Goal setting at agent level Yes Screen, Data Model

Branches B
Assign targets at branch level Yes Screen, Data Model

6.1.1 Lead Management

Re-Assignment
Escalation in case leads not attended to No Workflow, Code

Set up of number of days after which escalation takes place No New Attribute
Assign all leads of Agent 1 to Agent 2
Assign manually
Assign based on percentage

Walk-in Prospect (Existing Customer)

Display flags in UWS for any waves active for the customer No File layout,
Application engine
 Switching between UWS System and Peoplesoft CRM No Java/C++ program?

CRM Application

Disable assigned to field. Cannot be changed by any user Yes PeopleCode

Lead details screen Yes Screen design, Data
Model

Creation of follow up tasks Yes

6.2 Direct Mailing

Schedule tasks for printshop. Notifications to be sent based on Yes Workflow
status of task

6.2.2 Change in date scheduled before campaign execution, stop Yes Workflow
execution of wave and any related waves

Rollback of leads created as a result of wave execution No Workflow,

PeopleCode, App
Engine program
6.2.3 Interface with PrintShop
For Solo mailing - CRM will generate outbound file and send it to No App Engine program,
Xerox System (Print Shop) File layout

For Solo Mailing - Upload of output file from Printshop with list of No App Engine program,
successful sends File layout, CI

For CC-Inserts No App Engine program

6.2.4 Scheduling
 Ability to view calendar for printshop Yes Interface /
Customization

6.3 Citi Phone

List creation for add-on cards No PS Query

Lead Assignment Yes Code

Lsit generation for Citi GSM Activation No PS Query
List Generation for Citibank Online Activation No PS Query
Switch from UWS to CRM No Java Program
Launch call scripts based on product selected in Leads Yes

6.4 Telemarketing / DSA

Volumne goal setting for credit cards Yes
Export Lead List for DSA's No File Layout/App.
Engine
Upload of Lead List from DSA'a No File Layout/App.
Engine

6.5 Internet
Upload from IPT on Applications entered via the Portal No App. Engine/ File
Layout Interface
Dedup based on criteria provided in requirement No PeopleCode
Creation of Leads for Telemarketing agents No PeopleCode/ App.
Engine/C.I.
Download to IPT with Application Number and Lead status No File Layout/App.
Engine
Download to IPT with Campaigns, Offer Details No File Layout/App.
Engine
Download to IPT with Customers for a Campaign No File Layout/App.
Engine
Upload CRM with campaign response from IPT No File Layout/App.
Engine
SMS
Download file to CitiGSM system No File Layout/App engine
program
Report for successful sends of SMS messages No Crystal Report

6.7 Email
 Personalized emails based on customer attributes No External program for
Mailmerge
No spamming of the customer from multiple sources No
To know that the email is opened by the contact No
Flexible Audience List Generation Yes PS Query

Mail Scheduling No Integration with SMTP

Server reqd.
Mail Box for bounced mails No
Opinion Poll exercised on eMail No Integration with SMTP
Server reqd.
M.I.S. report on responses from Poll No Crystal Report

6.8 Retention Unit - Banking

Set up of offers for retention No Data Model, Screen

Design
Changes to Lead Yes Attributes / Page

Set up of reasons for closure No Data Model, Screen

Design

6.9 Activation Unit - Credit Cards

Verification of Leads No App. Engine,

Peoplecode
Script Definition for Activation Offers Yes
Pop up Reminder for task No
Setup required to capture Transaction Codes to be considered No Data Model/ Screen
during verification Design
Naviagate to Leads from reminder Yes
Export for Printshop No File Layout/ App.
Engine
File Download for MIS No File Layout/ App.
Engine
File Download with gifts sent for activation No File Layout/ App.
Engine
Address download from ECS No File Layout/ App.
Engine
6.10 Retention - Credit Cards

Set up offers for retention No Data Model, Screen

Design
Capture Reason Codes for customer attrition No Workaround
Record Offer given to customer with deviation No Peoplecode

Reason Code download to work area No File Layout/ App.

Engine
Create New Lead with credit card no and lead type Yes Screen Design

7.0 Goal Setting

7.1 Goal Setting for Products Yes Screen Design,
Attribute
7.2 Goal Setting on Channels - Multifunctional Yes
Goal Setting on Channels - CitiGold Yes Screen Design,
Attribute

8.0 MIS Reporting

8.0.1 The reports generated by the CRM application should be distributed No Process Scheduler,
automatically, on defined criteria and time period. Report Node,
Workflow, Security
8.1 Campaign Reports

Campaign Effectiveness Report No Crystal, Process

Scheduler
Campaign Wave Effectiveness Report No Crystal, Process
Scheduler
Campaign Task Report No Crystal, Process
Scheduler
Campaign Customer Acquisition Report No Crystal, Process
Scheduler
Campaign Customer Acquisition Report – Branches No Crystal, Process
Scheduler
8.2 Channel Reports
Branches
Lead Tracking on a daily basis No Crystal, Process
Scheduler
Sales Report for Deposit Products No Crystal, Process
Scheduler
Citiphone
Campaign Report No Crystal, Process
Scheduler
Lead Tracking Report No Crystal, Process
Scheduler
Telemarketing
Lead Tracking Report No Crystal, Process
Scheduler
Anti Attrition – Activation Banking
Weekly report summing up branch activation No Crystal, Process
Scheduler
Summary of the Lead Status No Crystal, Process
Scheduler
Summary of Branch Activation for Month No Crystal, Process
Scheduler
TRB Summary Report – Activation No Crystal, Process
Scheduler
Anti Attrition – Retention Banking
Offer Retention Report No Crystal, Process
Scheduler
TRB Summary Report – Retention No Crystal, Process
Scheduler
Lead Tracking – Agent Performance No Crystal, Process
Scheduler
Summary of Retention No Crystal, Process
Scheduler
Anti Attrition – Credit Cards
Workload Monitoring (Activation and Retention) No Crystal, Process
Scheduler
Exception Offers Monitoring (Retention Only) No Crystal, Process
Scheduler
Commission Calculation Report (Activation and Retention) No Crystal, Process
Scheduler
Campaign Wave Effectiveness Report No Crystal, Process
Scheduler
Ageing Leads No Crystal, Process
Scheduler
Validation of close leads No Crystal, Process
Scheduler
Citibank @ Work No Crystal, Process
Scheduler
9.0 User Management
9.1 Branches
Store Branch Department AO Code for user No Record, Page
Lead verification No Peoplecode

9.2 CitiPhone No Record, Page

citi GSM activation entry No File Layout, App.
Engine
Lead Verification
9.3 Telemarketing agent No Page/field
Lead Verification
9.4 Reassignment of customer profiles No File Layout, App.
Engine
Audit Trail on Agent Code Yes

10.0 Organization Structure

Setting up of Organization Structure Yes Configuration
Access and Permission Lists Yes Configuration
 Legend: Simple 0 -1
Medium 1-2
Complex 3- 5
Very Complex 6-10

- POLAND

Comments Complexity

Develop new record to store internal linkages SImple

between Consumers having the same Pessel
Ids(Use ICPP number if PESSEL Id is not present).
A few additional attributes to be added in the Simple
demographic section of the view
Display additional attributes on the customer sub- Simple
page
Add new attributes like Relationship Title to the Medium
Financial Account Summary page

Develop New Summary Page to display on the 360 Complex

degree view Page.
Develop New Summary Page to display on the 360 Complex
degree view Page.
Screen Layout may Change Simple

Additional hyperlinks are required Simple

Add additional attributes to search screen Simple

Code to import data files from host into CRM. Very Complex
Process to poll and read files. Validation and error
handling for data that is not imported (eg. 10
records of 100 are not imported)
Make the necessary fields read-only Simple
Add new attributes to Customer to store Medium
demographic and income information
Upload analytical information on monthly/daily Complex
basis depending on type of data
Define new record and attribute to store a counter
for every consumer when he/she is contacted
through a Wave, for every combination of
parameters specified.
Define new screens and attributes to capture the Medium
optimum numbers for all combinations of 3 sets of
parameters.
Write code to increment a counter for every Medium
consumer when he/she is contacted through a
Wave.
Complex

Export the Optimum number of contacts and the Complex

counters for every consumer for every combination
of parameters Work area.
Schedule job to run daily, which resets optimum Medium
contact levels for those customers who have
reached end of period

The 'Address Purpose' field can be configured to Simple

have the required values in the drop-down.
Import the CSV file from GRB. Handling errors and Complex
transformation of data during import. Address
Type transformation.
Make the form read-only Simple
Add additional attributes to store unstructured Simple
addresses
Build logic to fetch all addresses for a PESEL Medium

Import the CSV file from GRB. Complex

Import the CSV file from GRB. Check status of the Complex
number and add/delete/update accordingly

The 'Phone Purpose' field can be configured to Simple

have the required values in the drop-down.
Build logic to fetch all phone numbers for a PESEL Medium

The BORM will need to be configured and a Complex

business object will have to be defined playing the
role of 'Customer Account Relationship' alongwith
its valid Relationship Types.
Import the CSV files from external systems using Complex
Integration broker OR ETL/File layout utility

Medium

For getting the on-line Financial Balances, a Very Complex

request is to be sent to GRB.
Add new attributes to Financial Account to store Complex
additional information depending on Account type.
Six Account Types.
New screens to be developed/existing to be Medium
modified for different product lines
Import Account Data from Product Processors. Very complex

Entities in the CIF are to be related based on the Complex

data model for the CIF. Data integrity to be built
Build code tables to support the data model. Refer Complex
Master attributes provided by Citi
Import data from CBAW for CitiAtWork companies Complex

Customer Type field can be configured to display

the required values
Make the necessary pages read-only Simple

Adding one of the role as Prospect.

Add required attributes to search page Simple
Code has to be written in Save Event to Medium
customized as per the requirement
Available but query should be created as required.

Addressed in 3.3.1
Complex

Addressed in 3.3.2
Results from partial match and negative list to be Complex
entered in the reject file.
Associate internet with source field Simple

Dedup during Save and provide possible matches Medium

to user.
Match existing prospect record with customer Complex
record coming from Product Processor based on
PESEL. Validation and Error Handling.

Build the business Rules Medium

Few Attributes to be added Simple

Record level attribute and build it in the page to Simple
reflect on the Campaign screen.
Set rules for approval and Notification Complex

Configure Product and add additional attributes Simple

Workflow to escalate to Manager if task not Medium
attended to

Do not allow campaign to execute until all related Simple

tasks are completed
Task date change notification need to be Medium
configured for task assigned to Printshop

Complex

Business Rules to be set Complex

Simple

User can define metrics and methods to calculate

them.

All channels to be set up

Generate leads for every entry in the target list. Complex

If a wave is marked as exclusive for a channel, the Complex

leads generated from this wave should not be
visible to any other channel.
May not be feasible

Based on product and audience, apply business Complex

rules and assign agents based on zip code, owner
and skill sets as applicable
 Simple

This program will include validations of whether Complex

the agent to whom the lead is being assigned is
qualified to make the sale, in case of insurance
and investment products. Change logic being used
currently in the round-robin algorithm.

The program used for assignment to branches is to Medium

be modified
In case of outbound waves, the assignment to be Medium
done based on skills. Program for assignment to
branches to be modified

Branch assignment program to be modified Medium

Assign leads to agents based on workload. Any left Medium

over leads to be assigned to the branch manager.

Check if all leads assigned to agents are still 'valid' Medium

as in, the account is still not active. Close leads
that are no longer valid

For all leads that were not attended-to, change Medium

status to closed-unsucessful and enter reason as
'Not contacted'
Report on agent level, number of leads assigned, Complex
number converted, number lost, number not
contacted, to be rolled up at unit, country and
region level

New attributes to be added to product to store Medium

master information
The list to be imported has a fixed format which is Complex
to be incorporated into the list import. Objects
into which the list is imported to be built
New query to be built which can be used for list Medium
generation based on criteria in requirements. List
to be generated for all phases of customers. The
list should define the phase in which the custome
is based on conditions provided in requirements
Date time trigger to be set up which will generate Simple
list on the 15th of every month.
Set up of activation offers to be provided in CRM. Complex
The offer can be viewed on the lead screen based
on the phase in which the customer is. The system
should record the offer which was given to the
customer.
Build report to show number of activations done Complex
by agent. Activations can be verified by uploads
received from product processor as number of
transactions carried out by the card. The offer
which was given to activate the customer is also to
be shown

Add attributes to product to store all banking Complex

product attributes
Addressed in Banking products
Addressed in Banking products
Upload information about insurance products from Complex
ISS. This upload should change the lead verified
status to 'Y' for leads where a sale was booked

Build query that can be used for list generation Medium

within PeopleSoft for use in cross sell campaigns
Addressed in Banking products
Changes to the import program to accommodate Medium
list formats for investment products
All MLD products coming from IMPACS to be stored Medium
as investment products in CRM system

Add attributes to product to store loan attributes Simple

Add attributes to product to store loan attributes Simple

If a Time deposit is closed before the maturity Medium

date, create lead for agent owning the customer
to cross sell an overdraft account
Design New Report Medium

Task for agent to call customer three days after Medium

account opening.
Drop in TRB, create lead for agent to call customer Medium

Create new screen for administrator to enter TRB Medium

ranges for different categories of customers
Monthly process to check if the TRB for leads Medium
generated has increased by 25%
Check timedeposits maturing 3 days hence and Medium
create lead for agent
To maintain history of triggers, and check if user Medium
has carried out the same action in the last six
months.

Check if the customer TRB is below a specified Medium

amount for different classes of customers. Assign
leads to the agent owning the customer
Screens for administrator to enter values for Simple
classes of customers
Process to be run monthly to flag closed-successful Medium
leads as verified based on conditions specified in
requirements
Check accounts that qualify based on conditions Medium
specified in requirements and create leads. This
lead generation should happen only once and if
the customer qulaifies again, he is ignored. Flag to
be maintained if customer is contacted once for
this condition
Flag lead as verified if positive change in TRB from Medium
previous month
Monthly process to check based on conditions Medium
specified in requirement and create leads for
agents owning the customer
Trigger to be checked once in six months, for Medium
customers in different segments. Create leads
based on vintage
Create a new screen for administrator to maintain Simple
conditions on which keep in touch leads are to be
generated
This may not be feasible as this field is unavailable Complex
in IMPACS. To be verified with Systems group,
Poland
Inlcudes Printshop solo mailing requirements
Closure reasons to be provided as a drop down on Medium
the leads page when the lead type is retention.
Launch different scripts based on reason code Simple
Create screens for the adminstrator to maintain Simple
retention offers
Report with the offer provided for retention versus Medium
the agent

A Query will run at a fixed frequency to fetch a Medium

list of such Customers whose TRB slips by 15%. A
flag may be needed to avoid same Customer
appearing more than one list.
Ability to assign targets to agents by products, Simple
period for revenue and volume

Need to assign targets/goals at branch level. New Simple

object to be built with target settings at branch
level.Setup branch as agent.

Status of the lead is “Open” for more than 1 week Medium

since date of assignment The notification is to be
sent to the branch manager and the MIS
department.
Attribute to be added to channel Simple
Addressed in section 4.4
Addressed in section 4.4
Addressed in section 4.4

File downloaded to GRB, containing information Complex

about waves active for a customer. If customer
responds negatively, the active flag is to be reset
in the next download
Clicking on the button in UWS launches 360 view in Very complex
PS. The URL should be passed by the calling
program
Abiltiy to switch from PS back to UWS. To be
discussed with ATO Singapore

Simple
Changes to the screen to accommodate Complex
requirements of various channels. Includes adding
fields for anti-attrition, launch script buttons,
reasons for response etc.

Send notification to Printshop when task is Medium

assigned. Send notifcation back to campaign
manager for status changed.
Enable triggers that stop exectution of waves. Simple
Waves set to execute without triggers to be
changed manually

A process to be run when the printshop status is Complex

changed, which will check all leads generated for
the wave and change status to 'Not Valid'

Campagin Wave ID is the name of the file sent to Complex

Printshop. The unstructured address to be
provided to printshop as part of the interface
Change status of leads that are not part of list to Complex
'Not valid' for those with the status open. Roll back
optimum number of contacts for those customers.
In the next upload if mailers are sent, change lead
status back to open and increase optimum number
of contact by one.
No uploads are provided from printshop. The lead Complex
status on execution of the wave is 'Not Valid'
Change the status to Open only when the
statement date for the customer arrives.
Interface in the CRM application to Create, Publish
and manage Schedules for the print shop. Print
Shop has a monthly schedule in matrix format.
Once in CRM, should be visible to all concerned
departments.

Query to be written based on criteria provided in Simple

requirement. Weekly list generation.
Assign all leads to team leader Simple
Simple
Simple
Covered above

Extract file to be prepared with details of Lead Complex

and Customer
Import file with status updates for leads Complex

Import file with application data including Complex

application number
Medium
Complex

Generate a file with status to be displayed in Complex

Portal
Complex

Complex

Complex

Download file with message and mobile number Complex

New report design Medium

Mailmerge engine required - Can be done with OLM Very Complex

Not feasible- Can be done with OLM

Not feasible- Can be done with OLM
Audience List can be generated based on complex Simple
criteria
Can be done with OLM Complex

Not feasible- Can be done with OLM

Very Complex

Will be done provided the opinion poll feature is Medium

available

Design screen for administrator to maintain Medium

retention offers
Type, Subtype and tool to be provided. Logic to be Medium
built on values in these fields.
Maintain reasons for closure. Medium

Check if transaction made by customer and mark Medium

lead as verified.

Not feasible
Provide screen for administrator to maintain Simple
transaction codes

File Handoff for activation phases for Printshop Complex

Complex

Complex

Complex
Provide administrator with screens to maintain Medium
retention offers
Disposition Code Simple
System should capture the deviation made from Simple
suggested offers
Reasons for closure of account to be downloaded Medium
to MIS work area.
New Lead created should contain credit card Simple
number searched for. Type of Lead to be assigned
based on user role.

Type to be included as cross seller acquisition Simple

Covered in 7.1
Addition of New attribute for citiGold branches to Medium
be added

Process Scheduling and distribution rules to be set

based on the user defined criteria

Medium

Medium

Medium

Medium

Medium

Medium
Medium

Medium

Medium

Medium

Medium

Medium

Medium

Medium

Medium

Medium

Medium

Medium

Medium

Medium

Medium

Medium

Medium

Medium

Medium
Add new attributes for worker Medium
Track new accounts based on GRB and or PESEL Medium
number.
Store citiPhone Login with worker as attribute Simple
Upload citiPhone activations during the day with Medium
citiPhone Login
covered in section 9.1
Store telemarketing agent code with worker. Simple
same as 9.1
Upload from GRB of new agent codes assigned to Complex
customer to be updated in the CRM system.

Complex
Complex