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CRM Next
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CRM Liabilities

Login as CCR1/CCR2/S10001 with password as acid_qa

CRM Liabilities

1) From Quick Links Section (Left Bar), click on ‘Customer Search’. (refer Screenshot below)
CRM Liabilities

2) Enter any of the following 7 Search Criteria:

 Customer Name
 CIF No.
 Mobile Phone
 Customer No,
 PAN,
 Aaadhaar
 Voter ID.
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3) The above search can return any one of the following

 Only one Customer Record
 More than one Customer Record
 No Records

Click on specific Customer (if more than 1 record returned). Below is the screenshot for reference.

4)Select the customer record and click on ‘next’ button. This opens up the Customer 360 page.
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5) If you are creating a new Lead across an existing customer, click on the colon (:) icon
on Lead card and select CASA/FDRD to create a Liability lead.

7) If you are creating a Lead for which customer doesn’t exist in the system then select

Leads (on the left bar) and click on + and select CASA/FDRD to create a Liability Lead.
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8) Click on CASA/FDRD to open the Liability lead layout and fill details (As shown in below
screenshot). The lead can be saved initially by either clicking on New Lead/Identify/Document
Collected milestones .
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9) Fill all relevant details and click on ‘Save and Proceed’ as shown in above screenshot.

10) On saving the Lead, Lead 360 page appears as below:

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11) The Lead 360 page shows 6 cards. These denote the following:

o Summary Page – This represents basic details of this Lead

o life cycle – Represents the stage in the lead life cycle which the lead is currently at

o Secondary Holder – User can create a Joint/Guardian Lead against this Primary
o Lead if mode of Operation of this lead is anything other than ‘SELF’.

o Activities – Open appointments scheduled across this lead/Appointments

scheduled in past which are closed.
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o Deviation Approval – If the Lead processing has some deviations in comparison to a

normal lead processing

o History – The lead history based on the changes done across it.

12) The CRM system checks if the created Lead is already a duplicate one existing in the

system. Based on the same Dedupe rules have been defined.

13) The dedupe parameters are based on the following combinations:

 Name +DOB+ Product

 Aadhar no. + Product
 Email + Product
 PAN no. + Product
 Mobile no. + Product

14) The dedupe rule runs whenever Lead is created in either ‘ New Lead/Appointment
Fixed/Docs Collected’ status code.

15) If the created Lead is found to be matching any of the 5 mentioned dedupe

Combinations, the CCR/CRS will have 3 options:

a. Edit existing Lead

b. Ignore & Create Lead

c. Cancel

16) If the user proceed ‘Ignore Create the is assigned to a BM/ABM user for approval with status
code updated as ‘Duplicate Lead Confirmation’.

17) Below is the screenshot for the same:

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18) The login credentials for the BM/ABM users are as follows:

Sr No. User Login ID Password

1 Mrs. Rima Sardesai S10003 acid_qa
2 2 MR Vasanta Ramesh S10005 acid_qa
3 MR Yogesh Balakrishnan E10003 acid_qa
CRM Liabilities

19) The assigned BM/ABM user opens his Lead page by login and selecting Leads from left

bar.

20) On the Leads page, the duplicate Leads assigned to him for which he needs to provide

21) The BM/ABM opens the Leads by clicking on ‘edit’ across each Lead in the view and has option to
update status as ‘Approve Duplicate’ or ‘Reject Duplicate’.
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22) BM/ABM updates ‘Reject Duplicate’, the is closed suitable comments provided by him/her for
doing so.
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23) If BM/ABM user updates status as ‘Approve Duplicate’, the lead is re-assigned to the lead creator
to carry on with the lead processing.

24) The Leads marked as ‘Approve Duplicate’ will be visible to the lead creator under view
CRM Liabilities

25) The CCR/CRS user then updates the next status as either ‘ Docs Collected’ or ‘ Initial

Funds Collected’ based on the stage the lead is created.

26) If the CRM system doesn’t find any dedupe matching criteria for the newly created

Leads they are saved in either New Lead (Milestone=New Lead)/Appointment Fixed

(Milestone=Identify)/Docs Collected (Milestone=Documents Collected)

27) The Leads created in Status code New Lead/Appointment Fixed/Docs Collected will be

visible to the CCR/CRS u

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Above are the respective screenshots for the same:

28) click on the button as shown in above screenshot, to change the Lead status code=’Initial
Collected ’. (Lead be in code Funds Collected’ post ‘Docs collected’ stage only )

It is to be noted that if Mode of Operation is anything else than ‘ SELF’ , system will prompt you to
create Secondary Lead by clicking on (:) button across Secondary Holder lead to create one before
saving in Status code=’Initial Funds Collected ’. If the same is not done system will throw exception .

29) If the mode of Operation is ‘SELF’, lead can be directly saved in Status code=’Initial

Funds Collected’ as shown below:

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30) Click on ‘edit’ button and click on ‘Process’ milestone at the top of the lead to change

status code as ‘Sent for Recommend ation’ by clicking on ‘Save and Proceed’ (As shown in

below screenshot)
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31) At this stage, the lead is assigned to a Branch Manager/Assistant Branch Manager and

this is shown at the top (Assign To=Username).

32) Login with the BM/ABM credentials. (Only the assigned user will be able to further

process the Lead)

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33) The BM/ABM user logs into CRMNEXT with his credentials and clicks on ‘Leads’ tab

from the left bar to open Leads page.

34) The BM/ABM user selects the view Liability-

under his Leads page and runs the same to open the list of Leads waiting to be processed.

35) Select the ‘edit’ icon across the desired Lead to edit it further. (Refer below screenshot)
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36) The BM/ABM user can perform following actions:

a. Save ‘BM/ABM to further of by Operations team.

b. Save as ‘BM/ABM not recommended’ to reject the lead by providing appropriate comments. If
the Lead is saved in this status, the lead processing is stopped and the lead is marked as ‘Rejected’

c. Save as ‘Rework Required’ to assign it back to the lead creator for modifications to the lead (if the
BM/ABM considers). If the Lead is saved in this status, the creator needs to follow the set of steps
from Appointment Fixed/Docs Collected till BM recommended stage in the same way as described
above.

‘Rework Required Leads visible lead under view CASA/FDRD>Rework Required (Below is the
screenshot for same):

37) Once the Lead is saved in ‘BM/ABM recommended’ it is then visible to the users in the
Liabilities Operations Team. These users will be able to see these Leads by login and clicking on
M recommended’.

38) Login as Liabilities Operations Manager

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39 ) The Operations Officer selects the number of Leads by clicking on checkboxes against the Leads
and clicks on the button ‘leads assigned to me’ .

40) The Operations Officer can assign any number of Leads to him or any of the other officers via
this mechanism. Upon doing this the relevant Leads will appear to him in the view ‘ Assigned to me’.

41) The Officer will then be able to save in Status code as ‘DVU Verified’ or ‘ DVU Rejected’ or ‘
Rework Required’. For Rework required, the actions are same as defined for BM/ABM.

42) If the Officer saves in status code as ‘ DVU Rejected’ , the lead is rejected with

appropriate comments provided by the Officer.

43) the saves status as DVU Verified’ , based on the Customer Categorization and Risk Level, the
CIF ID is generated.
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44) If CIF is generated based on the Risk Level as ‘Low’, the CIF is sent to CBS system for customer
creation in CBS post which the account number is returned from CBS system.

45 ) For Leads where Risk Level is ‘High’ or FCU checkbox is ticked the leads will be visible only to
Officers in the Risk Compliance Team. This can be viewed the same way as by login and clicking on
Leads (left tab) and opening view CASA/FDRD>Leads Requring Risk Verification

46) The Risk Compliance Officer clicks on checkbox against the list of leads to assign those

to himself or any of the other officers by clicking on ‘assign to me’ button at the bottom.

47) The leads will be visible to the Risk Compliance Officers under view CASA/FDRD>Assign to
me.

48) The Risk Compliance Officer can save the Lead in status as ‘FCU Authorized’ or ‘FCU Rejected’.

49) If the suitable comments provided by the officer.

50) If the Lead is saved in status code=’FCU Authorized’, the CIF ID will be generated for this Lead.
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51) For Leads once the CIF ID is received by CBS and account number is returned from CBS system,
the same appears in CRMNEXT as below:

Assumptions/Methodologies:

1. Apart from the above mentioned views, CRM system has views for each separate status code the
lead goes through during its life cycle.

2. Validations have been defined at each level to ensure the following:

a. Status codes are updated in align with the Process flow.

b. Fields which are mandatory at each stage must be filled to proceed ahead.

c. Fields which expect data type of certain value and in appropriate format are entered to
ensure the same is passed to CBS system for CIF hand over.

3. As mentioned earlier, for Primary Leads where mode of operation is other than ‘SELF’,
Secondary Leads need to be created.

4. The Lead processing for the Secondary lead must be done in the same way as that of CASA/FDRD
Primary Layout.

5. There will not be any Dedupe criteria running on Secondary Leads as the same person can be a
Joint Holder with 2 separate Primary Leads.

6. The maximum number of Secondary Leads that can be created across a Parent Lead is 2.

7. In situations where Secondary Lead is created across Parent Lead, the CIF ID generation
processing for all the Secondary Leads must be done first as the Secondary Lead CIF ID must
be available first in CBS system so that the Primary Lead can be tagged across it.
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8. CRM will generate CIF ID for Secondary Leads as well. However there will not be account
numbers created in CBS for these Secondary Leads and returned to CBS.

(These Secondary Leads will have account numbers generated when they themselves become
Primary Account owners)

9. The Secondary Leads will be available in their respective views of Secondary Holder category as
Primary Leads were under CASA/FDRD category.

10. To search if multiple Leads created in the system, select ‘Lead Search’ from Quick Links (on left
bar) to search the Lead.

11. Enter any of the following 6 Search Criteria: Lead ID, Name, Mobile number, Voter

ID, PAN number or Aadhar number.

12. The Lead search result has 3 possible options:

a. 1 Lead record

b. More than 1 lead record

c. No record

13. Click on the Lead record (if more than 1 record returned) and select next action to open the
Lead 360 page.

14. Below is the screenshot for your reference.

End of the Document