Types of Information systems used in CIMB: A.
aCRM (Analytical Customer Relationship Management) System
It is a type of system used in CIMB to interact better with its customers, clients, and sales prospects, and usually used by Customer Relationship Management (CRM) Division of CIMB. aCRM uses mainframe computers as its hardware and uses Oracle Data Integrator to support it. “Oracle Data Integrator is a wide-ranging of data integration platform which is used to support data extraction, loading, and transformation process from source system to aCRM marketing data mart ” (Lim, V., 2013). aCRM system in CIMB is used to have a better understanding towards its customers, identify potential customers through clientele’s profile recorded in it, and enhanc e decision making
capability based on customer data and information which are gathered from different operational CRM systems, for example: Customer Customer Analytics System, Marketing Analytics Analytics System, Sales Analytics System, Service Analytics System, and Channel Analytics System. aCRM helps CIMB in:
Providing better customer service By using aCRM system, every CIMB’s employee can be informed well on the
needs of customer, getting continuous feedbacks from customer, improved responsiveness and helps in building customer loyalty.
Discovering new customers It helps CIMB identifying new potential customer by keeping track on the existing clientele’s profile.
Help Sales Staff Close Deal Faster It improves quick and efficient responses to customers.
Make Calls Centres More Efficient CRM helps CIMB’s staff to deal with each individual customer depending upon the customer’s archives available through CRM. The information can be accessed
instantly from anywhere within the company.
Simplify Marketing And Sales Processes It eases the sales representatives of CIMB to develop better communication channels with customers. 1
Cross-selling The organization’s analysts use aCRM to associate products based on changes in
customer usage and buying behaviour.
Up-selling Analysts use aCRM to design campaigns and encourage customers to purchase additional investment products, increase loan amounts, receive extra funds to cover cash flow needs, and meet new insurance needs.
Source:
B.
Lim, V. (2013) Preparing Web Site Design Specifications. Google Sites . Available from: [Accessed: 11/6/2014]
BizChannel
Bizchannel is an internet platform application which deals with payment transaction and cash management. The users can be any companies that use CIMB account in their business transactions. CIMB has come up with BizChannel which has been designed to best meet business needs. It is a tool for CIMB bank to make easier access and interactions with its business clients. A business company does not need to come to CIMB bank in making any payments to other partners, or CIMB bank also does not need to issue letters to its business clients if there is any payment approval need to be executed or approved by the concern people of the business. Besides that, a company can control its banking and financial transactions, and also to control its cash management. The users (e.g. remuneration department, financial staff/manager) can go through to manage their cash by log onto CIMB Bizchannel by using a security id which has been registered. Then the users will be able to manage cash, do payments and transactions effectively and efficiently.
2
Example of features that can be performed by CIMB BizChannel:
Account Management
Account Management module enables users to check account balance summary, to request and review statement download, and to view the status of cheques that the company has issued.
Accounts Payable Management It is interconnected with Bill Payments, Payroll, Funds Transfer, Bulk Payment, and any other online payment / e-banking services. By using this, users can be easily review pending transactions, successful transactions, failed transactions, or any other transactions that need to be executed.
3
Source:
C.
CIMB Bank Berhad. BizChannel User Guide . Cash Management Department. Available from: [Accessed: 14/6/2014]
CCRIS (Central Credit Reference Information System)
CIMB Bank uses CCRIS to identify and track loan applicants ’ financial and credit history before giving them loan. CCRIS.com (2014) explains that CCRIS is individual reports that are used to determine whether one is eligible for loans from financial institutions or not. The reports are acquired from a database of million borrowers reported to the Credit Bureau Bank Negara Malaysia by licensed lenders/financial institutions.
CCRIS helps CIMB bank to avoid credit risk because the credit history of borrowers gives information whether a borrower is a good or a bad credit payer. CCRIS also provides information on how many financial institutions the borrowers are in debt with. From
4
that information, CIMB will make a decision whether to give loan to the borrowers or not. The user of CCRIS is usually the loan management or credit department.
Sources: Zolar (2013) What is Central Credit Reference Information System (CCRIS). Your Financial Blog . Available from: [Accessed: 14/6/2014]
D.
CCRIS.com. (2014) Explaining CCRIS. Available from: [Accessed:14/6/2014]
@
SAS Financial Management System
It is a system used in CIMB which integrates legacy and point solutions with comprehensive financial data. It helps CIMB’s managers and executives to plan its future
financial allocation based on information on SAS system. It also can manage complex data and analyze financial reports. SAS Financial Management System is a smart tool which is equipped with financial calculation formulas. When standardized data imported from several ledgers and databases, automatically this system will process the data accordingly to certain types of financial information. For example, the system will automatically calculate the percentage of asset to its liability. That information is very useful for management to make decision, or for investors to evaluate the bank’s performance.
The need for transparency of financial reporting required by investors and governments is not a small task for an organization. Complex financial data from more than one database likely have more than one answer rather than just one version of the truth. With SAS Financial Management, CIMB bank can maintain consistent and reliable information. @
In dealing with credit management, CIMB used SAS Credit Scoring for credit application and retail loan market. The customers’ applications and details are gathered in one
5
location on SAS system to be reviewed by credit analysts. All the customers’ details across the bank can be viewed via a single SAS platform. Analysts no longer need to search different databases to pull together information and it helps business analysts to make consistent interpretation and decision regarding credit risks management. Sources:
E.
SAS Institute Inc. World Headquarters. CIMB Bank measures, monitors and improves business performance with SAS® Financial Management. Available from: [Accessed: 15/6/2014] SAS Institute Inc. World Headquarters (2010) Delivering unified, reliable financial intelligence throughout the enterprise . SAS® Financial Management. Available from: < http://i.haymarket.net.au/News/SAS-Financial-Management-wp_15073.pdf> [Accessed: 15/6/2014] SAS Malaysia (2008) SAS® helps CIMB Bank grow with less risk. Available from: < http://www.sas.com/success/pdf/cimb.pdf > [Accessed: 15/6/2014]
Microsoft-based eHR Solution
This is under Human Resource Information System. This system is used in CIMB to automatically perform internal transaction processing services within organization. CIMB managers can refer to information provided by eHR Solution to review management data performance, employee recruitment, evaluate the performance of employee and make decisions on their salary increments or pertaining promotions based on the recorded data of their disciplinary, attendance, and total of working overtime. It also eases the staff to arrange meeting room reservations, request for stationary, reimbursements, and so forth. This system promotes “green office system” in CIMB because it reduces the using lot of paper forms. Nazladin, H (2005) stated that eHR has could reduce the time consuming for HR staff in sorting out the thousands of paper forms submitted by employees each month.
6
eHR interfaces with the company’s accounting system. If there are claims for items such
as medical expenses, it will be immediately updated into the accounting system. This eliminates the need to re-key in the data into the system. The data in eHR system linked from different users and can be accessed by managers, human resource staff, and employee by log onto it. Those different users have different kind of access to eHR system based on each user ’s authority. Sources:
Microsoft Customer Solution Case Study (2005) CIMB Berhad Enjoys 70 Per Cent Reduction In Administrative Processing With Microsoft-based ehr Solution. Mesiniaga.com. Available from: [Accessed: 17/6/2014]
The input, processing, and the output of Information Systems used in CIMB as well as the users:
No
Information Systems
Users
Input
Processing
Output
Customer Relationship
IT department,
Customer data
The
Management) System
manager,
keyed in such as
would
administrator,
customer’s
identified and
customer
and other users
demand
arranged
interactions that
added
customer’s
each
can
administrator
behaviour
customer
front-line
to
patterns.
interaction,
make a decision
for
on
of CIMB aCRM 1
(Analytical
by the
can
or
The
be at
knowledge
output based on
help
the staff
data
such as sales
obtained
staff
customers itself
customer
customer
via
behaviours,
profitability
survey
customers’
analysis,
and
applications, or
age,
customer
care
the data keyed
customer’s
in by the sales
needs
from or
example
A
application
email
be
inputs
types
of
and
customer
problem solving,
strategies
staff
7
BizChannel 2
Data keyed in
The
business clients
by
will
account balance
(remuneration
into the system
automatically
or
department,
(e.g. amount of
process
transactions
financial
staff’s
transactions
staff/managers
income to the
or do change
business,
on
The
CIMB’s
the
any
users
salary,
and
business
system
the
Summary
of
status
of
certain
type
of
transactions
information in
that occurred
the
system
based
on
transactions occurred 3
CCRIS (Central Credit
Credit
Financial
All the data
The credit report
Reference Information
department
Institutions
will
from all financial
System)
record
processed and
institutions
report
combined by
be accessed by
borrowers’
Bank
any
credit
Malaysia for a
institution
information on
credit report
participating
CCRIS
and
be
to
Negara
be
financial
this
that in
system
automatically
whenever
sent to Credit
require
Bureau
can
they
Bank
Negara Malaysia 4
@
SAS
Financial
Management System
Financial
Data
that
analysts,
imported
is
Automatically
Information that
from
this
system
is
managers, and
several ledgers
will
process
management to
executives
and databases
the
data
make decision or
accordingly to
for investors to
certain types
evaluate
of
bank’s
financial
information
useful
for
the
performance, such
as
the
percentage
of
total
to
assets
liabilities
8
5
Microsoft-based Solution
eHR
Human
Numbers
resource
staff’s
will sort the
of
department
attendance,
data
expenses
and employee
working
and
incurred
automatically
the
update it into
such
from employee
another
salary/incentives,
for
information
and other events
reimbursements
system
occurred
that are keyed
as accounting
in by the staff of
system
human resource
further
department
financial
overtime, any
of
or
requests
or
The
system quickly
such
Performances the
staff, within
company as
staff’s
within
the company
for
other
process based
employees
on
data
recorded
in
the system
9