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ORIX e-Businesse-Business Division

Presented by: Asrar Alvi, Asra Zafar, AhmedQureshi, Muhammad Chinoy & Nawal Saeed

A Customer Relationship Management Presentation

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Introduction

Pakistans first third-partyPOS Network.

Providing debit, credit, loyalty, prepaid andother specialized card program services. Integration and operational support to banks

and corporate entities. Most recently ORIX developed solutions over

its POS infrastructure to allow electronicprepaid transactions and utility bill paymentoptions at customer convenient locations.

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ORIX e-Business-Fact Sheet

10,000 POS Terminals

Presence in around 200towns and cities

3 million cards hosted

2 million transactions

everymonth 12 integrated banks

HRstrength of 200+

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ORIX e-Business-Service Portfolio

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CRM for ORIX e-Business

Being a pioneer in technologyIndustry, it looks at:

Customer Touch Points- essential since every business has a marketing orientation and focuses uponthe customer and their current and future needs.

Applications- mainly the software and programs thatsupport the CRM process.

Data Stores- contain data on everyaspect ofCustomerService usage

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CRM System at ORIX

Bombarded with tons of factual data in real time.

In order to serve its business centerwell i.e.Clients, ORIX implements CRMas:

Orix E-Business

CRM

Applications

In HouseDeveloped CRM

ApplicationSiebel

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Siebel & Its Applications

NumberOne deployed, Industry specific CRM

Analytics solution

The cross industryapplications are:

FinancialServices

FinancialServices

Communication &

Media

Communication &

Media

i

h TechHi

h TechComplex

ManufacturinComplex

ManufacturinRetailRetail

PublicSectorPublicSector

LifeSciences

LifeSciences

ConsumerSector

ConsumerSector

Ener

ySectorEner

ySector

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Siebel & Its Applications

Enables to manage interaction with customers,partners and employees.

Single application with broad functionality

Supports multiple communication channels asweb & email, call center & field service

Allowaccess to the users for same set of data

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Siebel & Its Applications

Used for Complaint Management at ORIX

customer calls at 111-657-657 (ORIX's help

line)

Agent at ORIX receivesthe call and the

complaint is lodged

Agent Allots a complaintID (in numbers) to the

customers

An automated SMS

(SiebelPowered)describing thecomplaint & its ID is sent

to the field Officer

The field officer of theconcerned area ta

e

immediate action forcomplaint resolution in

a standard time frame of4 hours

If not resolved in stated

time, it is directed to theField Supervisor to

close the complaint.

In case the complaint isserious nature, it is directedto the GM, operation. The

maximum time frame ofcomplaint resolution is 24hours.

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Siebel & Its Applications

Type of Deployment:On-Premise

ORIX owns and operates the assets (i.e. all the servers,related technological equipments and softw areapplications)

Although an expensive deployment solution but it givesthe edge of feasible customization

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IN-HOUSE DEVELOPED CRM APPLICATIONS

For Card Management programs

Can be customized as per clients requirement

These applications are used for: Maintaining the customer database such as Name, place of

birth, age, gender etc.

Card details

Card usage History Card ExpiryManagement

Reward Point Management

Cards balance check

Card Lost Mark

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IN-HOUSE DEVELOPED CRM APPLICATIONS

These are accessible to the clients internal

department

Case: PSO LoyaltyProgram

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PSO Card Program

ORIX provides a turn-keysolution to PSO for their

complete range of fuel basedcards.These include Fleet,Corporate, Commercial, Dealer,Privilege Loyaltyand PrepaidCard programs.

1,750Terminals Deployed

1, 00Service Stations

100,000Cards Issued

9.6 million transactions per annum

Annual volume ofPKR28 billion

Solutions & Success Stories

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Online Redemption Programs

Many banks offer rewards to theircustomers for using their cards.ORIX

provides turn-key solutions that includefront-end networksupport along withback-office functions and merchantmanagement services allowing the card-holders to redeem their points atmerchant outlets.

RBS

United BankLimited

Citibank

Solutions & Success Stories

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Mobilink Indigo Reward Program

OLPand PMCL introducedMobilinkIndigo RewardsProgram;an instant point

redemption system where youcan earn points by talking andredeem themat selected partneroutlets all across the nation.

1,100Redemption partner

outlets 380,000 cards issued

36,000 transactions perannum

Solutions & Success Stories

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Adamjee Catch Card Program

ORIXassociated with Adamjee to

launch Pakistan's first mag-stripbased online health insurancecard program.The AdamjeesCATCHCard allows policyholders to use their cards atdesignated hospitals/clinics for

speedyand convenient access tomedical services.

150Hospitals on-board

125,000 cards issued

1,500 transactions per annum

Solutions & Success Stories

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GSK Value Health Card Program

Glaxo's Value Health CardProgram is a unique patient

assistance program covering high-price prescription medicines usedfor long-term therapy.ORIXhelped introduce this program forthe first time in Pakistan, allowingpatients to avail generous

discounts on purchase ofprescribed GSKproducts.Thishighly controlled program hashelped Glaxo in its CSRinitiativeof ensuring qualitymedicines for

the under-privileged patients.

150Pharmacies on-board

3,000 cards issued

10,00 transactions per annum

Solutions & Success Stories

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Engro Milk Automation Network

ORIX has developed a unique card basedsolution for Engro allowing them to recordtimely transactions for their vast rural milk

procurement network.Through thisprogram, Engro has timelyaccess to keyinformation pertaining to the inventory ofrawmilkacross its supply chain.

1,000MilkCollection Centers 10,000Registered Suppliers

Real-time reporting

Off-line Transaction Capability

Solutions & Success Stories

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Data Managing

ORIX manages all the data of the transactions taking place 2 -7 andgenerates all various reports for clients

Sales report Point Award report Redemption report

Card Based Reports

Card Issuances Card expiries Card status change Card activation reports Inventory reports

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Network Map

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Business Vendor Relationship

Access group e-business operations in 2002

First and largest third party transactionalpayment process

Birth of debit cards & loyalty cards in Pakistan More than 20 banks are connected to this

network.

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Conclusion

ORIX utilizes the concepts of CRM to provide

quality and value to all stake-holders. Thisapproach has helped ORIX capture the largestmarket-share in Pakistan fro priv ate-label cardprograms and become Pakistans largest third-

part network.

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