With due respect, I beg to state that I, Mashfik Uddin Khan ID a student of International International University, submit my report titled “CRM Software Used in Mutual Trust Bank” as an internship report request. The motive of this report is to understand the software system used by MTB to organize their customer relations. I declare that the project entitled “Customer Relationship Management (CRM) Software used by Mutual Trust Bank (MTB)” presented at International International University under the guidance of Ahmed Imran Kabir, Lecturer of International International University is an original document made by me, and this report is submitted in partial fulfillment of the requirements for the award of the Bachelor of Business Administration (BBA) degree.
I would like to express my deepest gratitude to my supervisor Ahmed Imran Kabir sir for providing his valuable guidance, instructions and suggestions in this report.
Introduction
- Background of the report
- Objective of the report
- Motivation of the report
- Scopes and limitations of the report
CRM is one of the main software as it stores the customer information of that organization. The report is based on the user's knowledge of the CRM software used in MTB. So, most of the information is ambiguous as it is based on the information collected by the employees who use that software every day to update, delete and store the information of existing customers as well as new ones.
This limits the output of the report as the report lacks authentic information for confidentiality purposes.
Company and industry preview
- Company analysis
- History of MTB
- Vision of MTB
- Mission of MTB
- MTB slogan
- Departments of MTB
- Individuals of MTB
- Products and services
This report takes a closer look at how the software works and what improvements are needed to make it more refined and reliable so that it can gain the upper hand over its rivals. The purpose of this report is to learn about the CRM software used by MTB and how it works to understand its features and weaknesses so that they can be refined for better usability and reliability to address future issues that may occur due to the lack of improvements that need to be made for stability. The thrust of this report is to have a broad knowledge of CRM software and how they work to use that knowledge to implement it in all CRM software of any organization to understand the basic concept and usability of CRM software to understand.
Because the world is progressing and almost every organization is digital these days and for that, they need different software that will keep track of different sectors. Since the software is used for storing their customer information and those pieces of information are confidential and cannot be disclosed to any individual outside the organization. The company started its banking operations to gradually carry out its banking businesses, such as wholesale, retail, international trade finance, SME banking, NRB banking, off-shore banking, privilege banking, agent banking, etc., and recently launched the Islamic Bank. arm as provided in the memorandum of association and licensed by Bangladesh Bank under the Banking Companies Act, 1991.
Shakhawat Hossain – Deputy Manager (DM) – He required me to write out the check and credit card slips. Mohammad Shibbirul Islam Bhuiyan - Assistant Vice President - He required me to make an Inward Remittance Performance Register. Sariful Islam – Relationship Officer – He taught me how to open individual and non-individual accounts.
Nazmun Naher Lima – Customer Service Officer – She told me to fill all incomplete documents and record all the debit card data in both Excel and Word files. Mohammad Jahirul Alam – Assistant Relationship Manager – I learned how to give customer service and how to destroy debit cards under him. Sabina Yeasmin – Senior Business Development Officer – She taught me how to top up student bank account.
He always gave me enough office instructions and instructions on how to conduct myself in this department.
CRM software used in MTB
- History of TCS
- Products, platforms, and services offered by TCS
- TCS BaNCS
- Offered services by TCS BaNCS to MTB
TCS is the highest ranked IT services provider and the best Indian company in 2015 according to the Forbes list of the world's most innovative companies. All solutions of the TCS BaNCS family have been created to seamlessly integrate with current business models, enterprise infrastructures and technology architectures. This suite of products provides one of the most comprehensive end-to-end capabilities for financial services, based on TCS's deep market insight from numerous deals with more than 280 clients in 80 countries.
Since the software is used for various confidential data transfers, I could not manage the images on its dashboard, but I have managed some similar images. TCS BaNCS may be the best core banking software but according to some users it seems to have some major drawbacks like. Since the CRM software is integrated into the core banking software rather than being an individual app, it is sometimes difficult to change, update or delete data.
Since the internet speed in |Bangladesh is not optimal in most scenarios, it takes time to load the interface and since the software is all in one, it takes a good amount of time to load, sometimes making it difficult for the employees to operate the interface . customers due to the loading time. When a customer provides the necessary documents to open an account, the customer relations officers ask them to sign the necessary pages once they have signed them. The customer relations officer then uses TCS BaNCS to verify their NID so they can fill out the account opening form with accurate information. Then the entire form needs to be scanned into segments so that the scanned PDF file can be sent using TCS BaNCS to the server where the soft copies will be stored and verified by the officials who will grant permission for opening the account.
Almost every step is completed using TCS BaNCS in MTB, even if the segmented PDF format of the account opening form is sent for authorization, the authorization of the deputy manager is needed first, which is authorized by TCS BaNCS. In my opinion, there are some key points that I would like to mention that give a good idea of the pros and cons of TCS BaNCS.
Internship experience
- My Job in MTB
- My Assignment & Contribution
- Lessons from Internship Experience
- Skills gained from Internship Experience
- Academic learning & Experiential learning
Some of my internship experiences have helped me reflect on my growth and the evolution of the banking industry. Always being on time for work is essential in the banking industry, as employees are expected to arrive at the office by 10am and complete their customer service duties by 5pm every day. I learned a lot about the banking system by taking advice from senior officials and listening to them.
I gained valuable insight from my mistakes and in the future I was especially careful not to repeat them. Therefore, I had to acquire skills in the art of calming, persuading and establishing good relations with them. Moreover, most of the customers did not submit all the essential documents when opening the account.
The bank employee warned me on my first day that situations of this nature will arise and that we should always keep our cool because doing so would give customers a negative image of the bank. Communication Skills - I had to talk to several clients about opening accounts, FDR and getting debit cards among others. While doing the internship, I had not found much that I could relate to the banking sector from my academic learning.
But the practical experience I gained as an intern was different from my academic knowledge. I identified some terminology because I had to do finance, so I came across some terms that I knew while filling out FDR forms.
Conclusion and key facts
Recommendation
Key understanding
Even some of the employees have the same point of view as they know the potential of this software but cannot use it to its full potential.
Conclusion
After obtaining the original document, I must first determine whether the file relates to the general banking department or the foreign exchange department. If the file refers to the general banking department, it must be entered in the general banking book, and if it refers to the foreign exchange section, it must be entered in the foreign exchange book. After the person in charge signs and marks the paper, I have to deliver the documents to the appropriate department.
The bank strongly discourages this, so it is very challenging to fill LC or savings account forms. Also, the customer service is very boring and communicating with them is also challenging as some of the customers don't want to listen or understand so it's very difficult to communicate. After entering the originator's page, we fill in all the necessary details, such as bank name, branch name, account number and amount, among others.
Then the last part was reference which consists of “referer name (1) & referrer name (2), their relationship to the applicants, address etc. Check clearing is the process of transferring money from the bank that issued the check to the bank that where it was posted When we receive a check for clearing, we first make sure that all the information on the check is correct, and then we make sure that the information on the deposit slip is correct.
We place a receipt stamp on the deposit form and give it to the depositor if all information is correct. The branch seal, endorsement seal and clearing seal are applied to the check first. We scan it with a scanner, upload it to the MICR and then enter all the data from the MICR with a check.
The balance will be added to the customer's account if the check is honored; However, if the check is not honored, there will be a reason stated on the report that we must provide to the customer.
