LG CNS Operational CRM Solution

Build your unique customer loyalty in the most effective way

Optimize customer service processes by integrating all the front-office and back-office functions

Customer support by integrating all the customer contact points

Highly efficient and low cost transaction process development

Distinguished marketing support capability (Marketing Automation)

The failure to provide distinguished customer oriented responses is one of the major reasons why enterprises lose
their loyal customers and face worsening profitability. Although numerous enterprises are investing in customer man-
agement, not many have a systematic customer management process and a well integrated system supporting it.

LG CNS Operational CRM Solution can help you further enhance your customer management by integrating customer
management and its contact channels. Our business and technology experts within the CRM Tec. (Technical Experts
Council) offer a total outsourcing service that covers from consulting and planning to system implementation and
maintenance. LG CNS Operational CRM Solution will systematically enhance your customer management capability.
In the long run, it will improve customer satisfaction and profitability.

CRM Business Consulting Service Operational CRM Solution Service

LG CNS Business Consulting Service provides CRM appli-
cation development guidelines with a comprehensive mas-
ter plan. This service is directly connected to the CRM
implementation project. With consulting service, you can
increase the implementation efficiency and minimize the
application development cost.
LG CNS compares and evaluates a variety of CRM
packages applicable in the marketing, sales, and service
field to provide you with the most appropriate solution. LG
CNS provides outsourcing service with our own CRM
solution that can cover either the entire business area
(Suite) or specific field of your business (Point).

Customer Support System Marketing Support System

LG CNS Customer Support System automates processes LG CNS Marketing Support System provides marketing
that are essential for responding service requests such as tools that effectively analyze customer data. It provides fast
card issuance, payment demand / receipt transaction, and and accurate market analysis by process automation.
approval that occur in the Customer Interaction Center. Quality of customer service will greatly improve through
It supports your customer center to offer one-stop service analysis and forecasting of customer behaviors and require-
that systematically integrates the business system with the ments.
customer request.
The Marketing Support System also supports personalized
Sales Support System marking activities to each customer in real time basis. These
marketing campaigns automatically collect and analyze
LG CNS Sales Support System helps you keep track of the
customer information for future customer relationship
sales transaction ranging from opportunity grasping to the
management.
sales conclusion stage. It enhances the possibility of profit
gain by providing all the data necessary for sales such as
information on customer, product, and competitor. Sales
Support System also assists actual result management and
planning by providing sales status and estimates.
Why LG CNS

LG CNS CRM Solution can help you provide customer oriented service by integrating work processes. Innovate your
business with our CRM Service.
• Total IT service from consulting to implementation, and outsourcing
• Flexible solution that will fulfill your business requirements (Full Suites or Partial Solutions)
• Years of experience and knowledge in developing large scale CRM systems
• World class CRM development methodology and project management capability

Success story

LG Card CRM System Development Project

The Business Issue

Since its foundation in 1988, LG Card has grown to encompass 18.2 million cardholders, 2,804 employees, and over
30 Billion USD in managed asset as of December 31, 2002. Currently LG Card is ranked at the top in domestic credit
card industry. Before they become the top credit card company however, LG Card had to overcome
several customer satisfaction issues. They couldn't effectively serve customers with the old systems that ran indepen-
dently from other systems, not allowing any information sharing (i.e. sales system and customer service system).
LG Card decided to implement a comprehensive CRM system that integrates both sales and service in order to
provide customer oriented credit card service.

Our approach
The aim of the LG Card CRM System Development Project was to generate a higher profit by strengthening the
customer management capability. LG CNS reengineered the entire customer service process from the customer point
of view. We also established an integrated management system that supports all the sales transactions. Customer
communication channel is now integrated into a single window. Finally, marketing activities were automated by linking
customer analysis.

How it worked
Integration of the Marketing/Sales/Service clients into a single application has reduced customer response time greatly.
Work error caused by inaccurate data was eliminated by real time update of customer data which used to take over 8
hours. LG Card has also seen the improvement in customer loyalty with rapid and consistent customer response
through the single window for customer contact point and integration of work processes in marketing, sales, and ser-
vice department.

References
• LG Home Shopping (Global Top3 Home Shopping Company) CRM System
• LG Industrial Systems Sales Force Automation, Partner Relationship Management System
• LG TeleCom DW / CRM System (Marketing Automation)
• LG Electronics CRM System (Sales, Service, Marketing Automation)
• Keyang Electronic Machinery Sales Force Automation System
• Korean National Railroad CRM System (CIC, Marketing, Sales Force Automation)

Contact us

www.lgcns.com / webmaster@lgcns.com
Prime Tower #10-1, Hoehyun-dong, 2-ga, Jung-gu, Seoul, 100-630, Korea
TEL: +82-2-6363-5000 / FAX: +82-2-6363-3757

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