Reliance Capital Digital Journey: Industry trends and our achievements in recent times February 2016

 
Reliance Capital Digital Journey: Industry trends and our achievements in recent times February 2016
Reliance Capital
Digital Journey: Industry trends and our achievements in recent times
February 2016
Reliance Capital Digital Journey: Industry trends and our achievements in recent times February 2016
Disclaimer
   This presentation does not constitute a prospectus, an offering circular, an advertisement, a private placement offer letter or offer document or an offer, or
   a solicitation of any offer, to purchase or sell any securities under the Companies Act, 2013 and the rules made thereunder, the Securities and Exchange
   Board of India (Issue of Capital and Disclosure Requirements) Regulations, 2009, as amended, or any other applicable law. This presentation should not
   be considered as a recommendation that any investor should subscribe for, or purchase, any securities of Reliance Capital Limited or its subsidiaries or
   its associates (together, the “Company”) and should not be used as a basis for any investment decision.

   The information contained in this presentation is only current as of its date and has not been independently verified. No representation, warranty,
   guarantee or undertaking, express or implied, is or will be made as to, and no reliance should be placed on, the accuracy, completeness or fairness of the
   information, estimates, projections and opinions contained in this presentation. The Company may alter, modify or otherwise change in any manner the
   contents of this presentation, without obligation to notify any person of such revision or changes.

   This presentation contains statements that constitute forward-looking statements. These statements include descriptions regarding the intent, belief or
   current expectations of the Company or its directors and officers with respect to the results of operations and financial condition of the Company. These
   statements can be recognized by the use of words such as “expects,” “plans,” “will,” “estimates,” “projects,” or other words of similar meaning. Such
   forward-looking statements are not guarantees of future performance and involve risks and uncertainties, and actual results may differ from those in such
   forward-looking statements as a result of various factors and assumptions which the Company believes to be reasonable in light of its operating
   experience in recent years. The risks and uncertainties relating to these statements include, but not limited to, risks and uncertainties, regarding
   fluctuations in earnings, our ability to manage growth, competition, our ability to manage our operations, government policies, regulations etc. The
   Company does not undertake to revise any forward-looking statement that may be made from time to time by or on behalf of the Company. Given these
   risks, uncertainties and other factors, viewers of this presentation are cautioned not to place undue reliance on these forward looking statements.

   None of the Company or any of its affiliates, advisers or representatives accepts any liability whatsoever for any loss howsoever arising from any
   information presented or contained in this presentation. Please note that the past performance of the Company is not, and should not be considered as,
   indicative of future results. Furthermore, no person is authorized to give any information or make any representation which is not contained in, or is
   inconsistent with, this presentation. Any such extraneous or inconsistent information or representation, if given or made, should not be relied upon as
   having been authorized by or on behalf of the Company.

   This presentation and its contents are confidential and should not be distributed, published or reproduced, in whole or part, or disclosed by recipients
   directly or indirectly to any other person. The distribution of this presentation in certain jurisdictions may be restricted by law. Accordingly, any persons in
   possession of this presentation should inform themselves about and observe any such restrictions.

   The information contained herein does not constitute an offer of securities for sale in the United States or in any other jurisdiction. Securities may not be
   offered or sold in the United States absent registration or an exemption from registration under the U.S. Securities Act of 1933, as amended.

Confidential                                                                                                                                               Slide 2
Reliance Capital Digital Journey: Industry trends and our achievements in recent times February 2016
Information Technology

                 1       Predictions & Trends - 2016 and beyond
                     ►   Strategic Predictions for 2016 and Beyond
                     ►   Internet, Channels, Social, IOT, Virtual Assistants, Big Data
      Contents

                 2       Current Trends & Our Journey
                     ►   Social, Mobile, Analytics, Cloud, User Experience, Security, Strong Core

                     ►   Projects undertaken against the emerging trends - Website modernizations,
                         Mobile Apps, Private Cloud, Advanced Analytics

                 3       Way Forward
                     ►   Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience
                     ►   More Mobile Apps…

Confidential                                                                                            Slide 3
Reliance Capital Digital Journey: Industry trends and our achievements in recent times February 2016
Information Technology

                 1       Predictions & Trends - 2016 and beyond
                     ►   Strategic Predictions for 2016 and Beyond
                     ►   Internet, Channels, Social, IOT, Virtual Assistants, Big Data
      Contents

                 2       Current Trends & Our Journey
                     ►   Social, Mobile, Analytics, Cloud, User Experience, Security, Strong Core

                     ►   Projects undertaken against the emerging trends - Website modernizations,
                         Mobile Apps, Private Cloud, Advanced Analytics

                 3       Way Forward
                     ►   Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience
                     ►   More Mobile Apps…

Confidential                                                                                            Slide 4
Reliance Capital Digital Journey: Industry trends and our achievements in recent times February 2016
1          Predictions - 2016 and Beyond

      1          Internet          India racing ahead: 550 MN+ internet users by 2018
     600
                                                                                                                        (in million)

                       Over 550 million internet users by 2018
                       60% will only access the internet through their mobile
     400

     200

                                                                                               Exponential internet explosion
        0
         1992    1994   1996    1998       2000      2002       2004       2006      2008       2010     2012    2015                    2018

                               20 years for first 100 million users; 2-3 years for second 100 million;
                                            1 - 1.5 years for next three 100 million each
                                                                                                                  Source: Boston Consulting, Accenture

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Reliance Capital Digital Journey: Industry trends and our achievements in recent times February 2016
1          Predictions - 2016 and Beyond

      2         Channels               By 2020, Share of transactions on direct channels
                                       to increase from 4% to 33% (Banking)

               % share of transactions from banking channels
   100                          2.4%
                  3.3%                                   0.3%   0.1%
                                             5%                                                   In Banking
                                                                3.5%      22.4%
    80                                                                                 Survey across 14K customers, 50K
                                                                                            bank employees (2011)
                                                                       7.2%
                                                  42.0%                         2.9%
                                                                       7.1%              Mobile
    60
                                                                                         Online                 Direct
                      94.3%                                                              Call centre           channels
    40                                                                    44.6%          POS (Card)
                                                                                         ATM cards
                                                  49.0%                                  Branch
    20

                                                                          15.8%
      0
                         2003                     2010                  2020 (Base)
                                                                                             % share of direct
                         ~0%                      3.9%                        33%               channels

                                                                                                        Source: Boston Consulting,

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Reliance Capital Digital Journey: Industry trends and our achievements in recent times February 2016
1          Predictions - 2016 and Beyond

      3          Social    Social Media Users to Grow by 15% by 2016-17 in India

    240 million Internet users in India
    106 million active social media users
    Today social media banking users are
     not even 5% of Active Internet banking
     or social network users
    By 2016-17, it will grow to 13-15%, so
     an exponential growth is expected

                                                                      Source: Gartner, Boston Consulting

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Reliance Capital Digital Journey: Industry trends and our achievements in recent times February 2016
1          Predictions - 2016 and Beyond

       4        Internet of Things (IOT)        By 2018, 6 billion connected things
                                                will be requesting support

    One million New IOT devices will be purchased
    every hour of every day in 2021

    By 2020, 50% and more domestic smart objects
    will be able to communicate (directly or
    indirectly) with smartphones

        By 2018, 2 million employees will be required to wear health and fitness tracking devices
         as a condition of employment
        Worries about system data will be dwarfed by concerns over personal, behavioral and
         health data
                                                                                     Source: Boston Consulting, Accenture

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Reliance Capital Digital Journey: Industry trends and our achievements in recent times February 2016
1          Predictions - 2016 and Beyond

      5          Virtual Assistants   The post-mobile / post-app era is coming…

     Virtual personal
      assistants (VPAs) for
      workforce productivity
      would be on the rise

     Cloud services with
      open VPA APIs would
      grow

    By 2020, smart agents will facilitate 40% of mobile interactions, and the
    post-app era will begin to dominate
                                                                            Source: Gartner

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Reliance Capital Digital Journey: Industry trends and our achievements in recent times February 2016
1          Predictions - 2016 and Beyond
                          Through 2020, Smarter and Faster Business Decisions
      6        Big Data
                          Will Be a Key Driving Force of IT Innovation.

    Big Data Analytics will be embedded
     everywhere

    IDC predicts that by 2020, 50% of all
     business analytics software will include
     prescriptive analytics

    By 2020, IDC predicts, data monetization
     efforts will result in enterprises increasing the
     marketplace’s consumption of their own data
     by 100-fold or more

    Also, by 2020, the amount of data that is
     worth analyzing will double

                                                                          Source: IDC, Gartner

Confidential                                                                    Slide 10
Information Technology

                         Predictions & Trends - 2016 and beyond
                     ►   Strategic Predictions for 2016 and Beyond
                     ►   Internet, Channels, Social , IOT, Virtual Assistants, Big Data
      Contents

                 2       Current Trends & Our Journey
                     ►   Social, Mobile, Analytics, Cloud, User Experience, Security, Strong Core
                     ►   Projects undertaken against the emerging trends - Website modernizations, Mobile
                         Apps, Private Cloud, Advanced Analytics

                         Way Forward
                     ►   Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience
                     ►   More Mobile Apps…

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2          Current Technology Trends and Our Journey

        Increasing Customer Demands: The Digital Era has increased
        customer demands and technologies such as Social, Mobile,
        Analytics / Big Data and Cloud are disrupting businesses
        everywhere

        Digitalization Core Competency: Digitalization has become a
        core competency now and Mobility has been one of the most
        disruptive technologies of all

                          While Analytics is ‘The Priority’ today, Social is also emerging
                          as another disruptive force and a powerful medium to connect
                          people and share & disseminate information at a global scale

                          Cloud is becoming the core foundation for everything on IT
                          Infrastructure and the increasing digitization with business
                          processes exposure to internet is demanding stricter Information
                          Security controls

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2          Current Technology Trends and Our Journey

                  SOCIAL          MOBILE      ANALYTICS     CLOUD

               IT CONTINUITY   RESPONSIVE   STRONG CORE    IT Security

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2          Current Technology Trends and Our Journey

      1        Social Media

                                 Customer Care
                                                       Actively using leading social media
                                                       platforms such as Facebook, YouTube,
                          Advertisement/Marketing
                                                       Twitter, Google+ to engage with customers

                                                       Social Media Platforms being used for
                                                       Product Sales and customer Servicing
                              Leads and Acquisitions
                                                       Using these platforms to Increase
                                                       customer awareness on products, services
                                                       and brand awareness
                              Customer Engagement

                                 ORM / Branding

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2          Current Technology Trends and Our Journey

      1        Social Media        A few Examples of Social Media Adoption /
                                   Innovation across group

      Reliance Life Insurance has introduced ‘Shop Now’ feature on Facebook for online policy sales/
      lead generation. The page has over 271,570+ likes

      Customers on Reliance Securities Facebook page can use ‘Sign UP’ feature for opening Reliance
      Securities Trading Account

      Customers on Reliance Mutual Fund (RMF) page can use applications such as ‘RMF Risk Profile’ ,
      & ‘Goal Calculator’. The page also provides channel to contact customer support / Generate leads
      and provides informational videos to prospects/existing investors. The page has over 1,291,144
      likes

      Reliance Commercial Finance (RCF) Facebook page boasts ‘Ask the experts’, which is a knowledge
      series by Anu Kapoor dedicated to customers

      RMF is using WhatsApp for selected transactions and Customer Support. RGI is also using
      WhatsApp for customer servicing. Facebook is being by RGI for Go Fit and Child Safety campaigns

Confidential
                                            We are present on
                                                                                                        Slide 15
2          Social Media - Reliance Mutual Fund

    Number of Followers:                    Number of Followers:                     Number of Followers:
     August 2015 - 1.24 MN                  August 2015 - 71.6k                     August 2015 - 65.7k
     December 2015 - 1.5 MN                 December 2015 - 90k                     December 2015 - 90k

    Engagement:                             Engagement:                              Engagement:
     August 2015 - 4.0%                     August 2015 - 0.2%                      August 2015 - 0.4%
     December 2015 - 5.5%                   December 2015 - 1%                      December 2015 - 1%

    Content:                                Content:                                 Content:

  Objective - Drive greater engagement      Objective – Use Twitter as a medium to   Objective - Drive awareness and
  with a relevant TG of 25 - 34 year olds   Amplify communication e.g. Live          consideration about ETFs on LinkedIn
                                            Tweeting from the Bloggers’ meet with
                                            the hashtag #LambiInningsKiTaiyari
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2          Social Media - Reliance Life Insurance

      1        Social Media   Glimpse of few initiatives

          Do Good Campaign

                                                           270,415

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2          Current Technology Trends and Our Journey

      2           Mobile

                           Direct Sales & Support   We are using mobile platform throughout
                                                    our business process. It has become one of
                                                    our main streams for:

                                Field Force
                               Empowerment          o   Direct Sales and Support - Account
                                                        Openings, Quotes, Illustrations, eKyc,
                                                        Document Submissions, Receipt Printing,
                                                        Collections etc.
                           Leads and Acquisitions
                                                    o   Customer Engagement - Product /
                                                        Portfolio information, Customer support,
                                                        Mobile services etc.
                           Customer Engagement /    o   Field Force Empowerment -
                                 Education
                                                        On Demand Information Dissemination,
                                                        Training, Performance Dashboards, Lead
                                                        Managements
                           Branding & Positioning

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2          Current Technology Trends and Our Journey

      2           Mobile            Few Mobile Initiatives Across Group

         Reliance Mutual Fund - Investor Mobile Application   With this App, Reliance Mutual Fund
                                                              Investors can:

                                                              1) Get insights on various Funds & their
                                                                 Performance (Funds details, Latest NAV, track
                                                                 markets and track Reliance Funds.)

                                                              2) Seamless Online Transactions - Purchase,
                                                                 Redemption, Switch, SIP & SWP.

                                                              3) Investor Services
                                                                • Account Statement View
                                                                • NAV details
                                                                • Locate our Branches, Service Centers &
                                                                   Distributors
                                                                • Contact Us
                                                                • Subscribe to reports for Markets, News and
                                                                   Factsheet

                                                              4) Dynamic Calculators
                                                                 Goal Planner, SIP Calculator, Retirement Planner,
                                                                 EMI Calculators

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2          Current Technology Trends and Our Journey

      2           Mobile         Few Mobile Initiatives Across Group

     Reliance Mutual Fund - Distributor App Business Easy

                                                            This app is dedicated to Distributors and
                                                            facilitates:
                                                            • News of Financial Markets
                                                            • Details of new funds offered by Reliance
                                                              Mutual Funds
                                                            • SIP Performance

                                                            Using this app our distributors can:
                                                            Track selected funds basis various parameters
                                                            like NAV, Fund Size, Lump sum & SIP
                                                            Performance, volatility measures

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2          Current Technology Trends and Our Journey

      2           Mobile             Few Mobile Initiatives Across Group

                  Reliance Mutual Fund - Simply Save

                                                           A quick investment App for Reliance Mutual
                                                           Fund Investors with the following features:

                                                           1) Simplicity
                                                              • One Click Investment
                                                              • One Click Withdrawal
                                                              • One Scheme - Cash Plan

                                                           2) Automation
                                                              • ARN hardcoded
                                                              • Display of ARN Name
                                                              • Life Long Folio/ ARN tag
                                                              • No Direct Scheme Option
                                                              • Multiple payment option including OTBM i.e.
                                                                 One Time Bank Mandate
                                                              • Optional Reliance AnyTime Money Card

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2          Current Technology Trends and Our Journey

      2           Mobile             Few Mobile Initiatives Across Group

               Reliance Mutual Fund - Conference App

                                                         This is an app for improved communication
                                                         and interaction between employees across
                                                         locations. Features include:

                                                         1) Facility to share files and reports during
                                                            conference call and meetings

                                                         2) Quick Conference Setup with auto
                                                            notifications to the relevant invitees

                                                         3) Feedback capturing by way of rating and
                                                            responses through instant polls, thereby making
                                                            the conference more interactive and engaging

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2          Current Technology Trends and Our Journey

      2           Mobile          Few Mobile Initiatives Across Group

        Reliance Mutual Fund - WhatsApp Customer Service

                                                                                Integration with WhatsApp to
                                                                                provide an additional channel for
                                                                                customers:

                                              Interaction            Count      1) Instant access to Reliance MF
                                          Transaction related        1047          for transacting and service
                                          Non Transactional          1051          needs during 8:00 AM to 9:00
                                             Grand Total             2098          PM
                                                        * as of December 2015
                                                                                2) Keyword capability for automatic
                                                                                   responses

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2          Current Technology Trends and Our Journey

      2           Mobile            Few Mobile Initiatives Across Group

                   Reliance Life Sales Assist

                                                       This app is for field force empowerment

                                                       It’s a tab application for RLIFE Advisors and
                                                       provides necessary information, and tools to
                                                       the advisors to be productive when in the field

                                                       It provides information such as:
                                                       Customer Information, Proposal Status, Policy
                                                       Status, Policy and Renewal Details

                                                       It has tools for advisors to add and mange
                                                       leads and access commission details. It also
                                                       provides Benefit Illustrators for    various
                                                       products in sales catalogue

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2          Current Technology Trends and Our Journey

      2           Mobile           Few Mobile Initiatives Across Group

                   Reliance Life Need Analysis

                                                     For Sales force and Customers

                                                     • Well Start is half done as customer self need
                                                       analysis is done directly
                                                     • Personal and financial details are not required for
                                                       getting probable requirements
                                                     • Confusion of proposing a Solution is over
                                                     • Instant Premium and Benefit
                                                     • Self discovery is better than proposing, leading to
                                                       better conversion
                                                     • Get a customer for Life due to higher satisfaction

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2          Current Technology Trends and Our Journey

      2           Mobile             Few Mobile Initiatives Across Group

                 Reliance Life Proposal Tracker

                                                       Customer and Sales force can use this app for
                                                       tracking the status of a policy right from the
                                                       initial stage of login until the policy is
                                                       dispatched and delivered

                                                       • Transparency in displaying policy status
                                                       • Information Access - Quick and Accurate
                                                         access to status information
                                                       • This initiative is helping us in reducing call
                                                         centre enquiries
                                                       • Better TAT

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2          Current Technology Trends and Our Journey

      2           Mobile                Few Mobile Initiatives Across Group

                 Reliance Life TaxApp

                                                            This app is open for all

                                                            • TAX App help user calculate taxes but also
                                                              suggest user ways to maximize savings
                                                            • Direct integration with LMS for ready access
                                                              to leads
                                                            • Connect to recommended product and lead
                                                              capture for every profile
                                                            • Total Installs - 2,460
                                                            • Total Active Users - 760
                                                            • Average App Rating - 4.50/5 (64 ratings)

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2          Current Technology Trends and Our Journey

      2           Mobile            Few Mobile Initiatives Across Group

                  Reliance General Anywhere Assist

                                                           Anywhere Assist          helps customer in
                                                           providing Vehicle        Related Road Side
                                                           assistance

                                                           The mobile application provides real time
                                                           location information and direct calling facility to
                                                           customer support executive

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2          Current Technology Trends and Our Journey

      2           Mobile            Few Mobile Initiatives Across Group

                   Reliance General Smart Assist

                                                           Smart Assist enables self help for sales
                                                           force through:

                                                           •   Policy Features and benefits
                                                           •   Rate chart / Premium calculator
                                                           •   Product features and comparison
                                                           •   Customer feedback
                                                           •   Assistance     regards    to    Network
                                                               Hospitals, Network Garages, Company
                                                               News
                                                           •   Customer testimonials - videos &
                                                               written
                                                           •   Product FAQs
                                                           •   Contest updates, related MIS & winner
                                                               announcements

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2          Current Technology Trends and Our Journey

      2           Mobile            Few Mobile Initiatives Across Group

                Reliance General Motor Plus

                                                                        Reliance
                                                                       Motor plus

                                                          Motor Plus for claim managers &
                                                          surveyors    towards  faster claim
                                                          assessment/settlement  with  Video
                                                          Streaming option

                                                          Features:

                                                          • Vehicle damage survey
                                                          • Loss estimation
                                                          • Settlement up to authority limit
                                                          • Video capture of damages           and
                                                            submission to Backend
                                                          • Real time notification
                                                          • Chat

Confidential                                                                                   Slide 30
2          Current Technology Trends and Our Journey

      2           Mobile          Few Mobile Initiatives Across Group

                  Reliance General RMPIS

                                                                   Motor Pre-
                                                                   Inspection
                                                                     Survey
                                                       RMPIS is used for Vehicle inspection
                                                       before underwriting the policy

                                                       Features:

                                                       • Vehicle Location information
                                                       • Distance travelled by FOS for
                                                         reimbursement
                                                       • Create inspection request

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2          Current Technology Trends and Our Journey

      2             Mobile             Few Mobile Initiatives Across Group

               Reliance Securities - MobileXpress

                                                            RMobile Xpress is Mobile trading application
                                                            for our customers to stay ahead & trade from
                                                            anywhere and at any time

                                                            Customer can enjoy real time trading in equity,
                                                            derivatives and currency from RMobile Xpress

                                                            Features:
                                                            •  Customizable watch list
                                                            •  Get stock quotes & Live streaming Market
                                                               Watch
                                                            •  Transfer and withdrawal of funds
                                                            •  Real-time charts on NSE and BSE
                                                            •  Portfolio Tracker, Order status & day / net
                                                               positions, after market Order
                                                            •  Convert and square off open positions

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2          Current Technology Trends and Our Journey

      2           Mobile              Few Mobile Initiatives Across Group

                Reliance Securities - Pocket Office

                                                          Pocket Office is meant for Sales Force and
                                                          redefines the concept of working in an office.
                                                          Everything needed to manage leads and field
                                                          work is available

                                                          • Easy and convenient attendance logging
                                                            mechanism with regularization feature and
                                                            STP with attendance system
                                                          • Access to customer leads assigned in CRM.
                                                            Updates to the leads are synced online with
                                                            CRM ensuring consistency of data across
                                                            various platforms like web, mobile, tabs

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2          Current Technology Trends and Our Journey

      2             Mobile             Few Mobile Initiatives Across Group

               Reliance Securities - TICK Mobile App (WIP)

                                                               Tick Mobile App

                                                               A new and improved mobile app is
                                                               proposed soon for our trading customers
                                                               with rich features like market watch,
                                                               portfolio with real time feeds and
                                                               enhanced user experience and reduced
                                                               steps

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2          Current Technology Trends and Our Journey

      2           Mobile            Few Mobile Initiatives Across Group

           Reliance Securities - TICK Pro Mobile App (WIP)

                                                             Tick Pro Especially designed app
                                                             for F&O traders

                                                             • Provides Derivative scanners and
                                                               pre-defined options strategy
                                                             • Quick order placement features to
                                                               enhance trading experience

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2          Current Technology Trends and Our Journey

      2             Mobile            Few Mobile Initiatives Across Group

               RCF / RHF - Reliance Property Solutions App

                                                               The app provides access to a large
                                                               property database threading together
                                                               customers funding requirements
                                                               through RCF’s home and mortgage
                                                               loan producsts

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2          Current Technology Trends and Our Journey

      2            Mobile            Few Mobile Initiatives Across Group

                RCF / RHF - Customer Acquisition App

                                                           This application is a customer
                                                           acquisition and decision making tool
                                                           for a loan applications and is
                                                           seamlessly integrated to credit bureau,
                                                           core lending application and analytics
                                                           engine

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2          Current Technology Trends and Our Journey

      2           Mobile            Few Mobile Initiatives Across Group

                    SIP (Sales in Progress) App

                                                         Application for Sales Managers to
                                                         get real time updates from core
                                                         lending application for the cases
                                                         sourced by them
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2          Current Technology Trends and Our Journey

      2             Mobile             Few Mobile Initiatives Across Group

               RCF/RHF - eCollect App for collection agents

                                                              Application for Collection Agents
                                                              to interact and collect the
                                                              payments       from      delinquent
                                                              customers. Supervisor has the
                                                              option to get the agent location
                                                              and allocate cases efficiently

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2          Current Technology Trends and Our Journey

      2           Mobile         Few Mobile Initiatives Across Group

        RCF/RHF - SMP (Sales Management Process) App

                                                       The app enables the sales
                                                       managers to visit the customer and
                                                       provide update and has features for
                                                       review mechanism, reimbursement
                                                       process, geo tagging etc.

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2          Current Technology Trends and Our Journey

      2             Mobile             Few Mobile Initiatives Across Group

               RCF/RHF – MCO (Mobile Credit officer) App

                                                               This mobile application enables
                                                               the credit officers/managers to
                                                               attend & interview the customer
                                                               based on the risk score
                                                               generated by Analytics tool

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2          Current Technology Trends and Our Journey

      2           Mobile          Few Mobile Initiatives Across Group

                    RCF/RHF - Tab Fab App

                                                         TAB FAB is a direct customer
                                                         feedback tool at branches - to
                                                         analyze the customer satisfaction
                                                         in terms of service, products etc.

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2          Current Technology Trends and Our Journey

      3          Analytics
                                                       • Sentiment Analysis
                                Customer Insights      • Social Media Analysis
                                                       • Click Stream Analytic

                                                       •   Risk Based Pricing
                                                       •   Portfolio Analysis
                                Risk Management        •   Credit Risk Analysis
                                                       •   Fraud detection and Management

                                                       • Lead Generation
                                   Marketing           • Campaign Management
          Analytics                                    • Customer Segmentation

                                                       • Sales Performance
                               Channel Execution       • Profitability
                                                       • Next Best Offer

                                                       • Custom Modeling
                                                       • Customer Linkage and Identification
                             Capability Developments     Capabilities (Customer One View)
                                                       • Workflow Process Improvements
                                                       • Personalization

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2          Current Technology Trends and Our Journey
                                                                                                                                                                             Stage 5:
                                                                                                                                                     Stage 4:

      3                Analytics                                                                  Stage 3:

                                                              Stage 2:                                                                                                            Analytical
                                                                                                                                            Analytical                           Competitors
                                                                                                        Analytical                          Companies
                           Stage 1:
                                                                     Localized                         Aspirations
                                 Analytical                          Analytics
 Study By: Accenture              Novice
                          • Less effective leaders who       • The analytics capability is run   • Limited number of leaders         • Leaders exhibit a passion for       • Leaders have mastered
                            display minimal interest or        as business as usual in the         understand and believe in the       analytics, build and develop          analytics to achieve a
 Analytics Vision           understanding in analytics,        respective business units and       impact analytics can have on        teams to execute the                  leadership position in their
 & Strategy                 and have trouble garnering         there is a lack of structured       the organization.                   strategy. Analytics is viewed         industry. They have
                            support, building teams or         decision making processes.                                              as an enterprise asset and a          effectively leveraged the
                            executing upon the strategy.                                                                               competitive differentiator.           analytics ecosystem
                          • Business units request IT to     • Data dictionary exists but is     • A comprehensive and               • Data is of sufficient quality for   • Data for the purposes of
                            extract/provide data on an ad-     fragmented and IT focused,          business relevant data              decision making. Well-defined         decision making is embedded
 Information                hoc basis.                         without business context.           dictionary is readily available     processes are in place to             into the management
 Management                                                                                        and integrated with robust          improve quality of data as            processes and readily
                                                                                                   maintenance processes.              needed.                               available to decision-makers.

                          • Primary focus on tactical        • There is some form of             • Full range of models              • Techniques used include             • Full range of real-time models
                            objectives, e.g. acquisition       framework and process to the        developed, including                advanced techniques (e.g.,            developed using variety of
 Insight                    and cross-sell                     deployment of analytics             prospecting, customer               CHAID, CART, neural,                  techniques, with application to
 Generation                                                    capabilities.                       development, customer               genetic algorithms) in addition       customer strategy and future
                                                                                                   loyalty/churn, revenue              to regression                         trend prediction
                                                                                                   management, etc.

                          • Organization has little or no    • Organization has limited          • Organization has capability to    • Organization has capability to      • Organization uses the best in
 Value-led                  capability to derive insights      capability to derive insights       derive insights from data           derive insights from data             class analytical capabilities
                            from data using predictive         from data using predictive          using predictive analytics with     using predictive analytics and        and performs value led
 Implementation             analytics                          analytics                           limited focus on value              rigorously monitors                   experimentations of designing
                                                                                                                                       incremental value                     and modifying processes
                          • Few analytical skills or roles   • Unconnected pockets of            • Analysts recognized as key        • Highly capable analysts             • World-class professional
 Analytics                • Attached to specific functions     analysts                            talent and focused on               explicitly recruited, developed,      analysts; cultivation of
 Capabilities &                                              • Different skill levels of           important business areas            deployed, and engaged                 analytical amateurs across
 Infrastructure                                                independently run teams           • Limited cross-functional                                                  the enterprise
                                                                                                   engagement

   We are well placed on our journey to become an “Analytical Company”                                                                                            Very
                                                                                                                                                                  Strong
                                                                                                                                                                           Strong Intermediate   Moderate Absent

Confidential                                                                                                                                                                                        Slide 44
2          Current Technology Trends and Our Journey

      3          Analytics              Glimpse of few initiatives

    Reliance Commercial & Home Finance

          CV Acquisition Scorecard
           Model Developed and implemented in Loan Originating System (LOS) for generating credit scores of
           the applicant. Implemented model shows significant drop in First Payment Default(FPD) numbers
           (~50% Drop in FPD)
          Mortgage Customer Retention - Predictive Modelling
           Customers segmented into attrition risk segments as per statistically significant demographic,
           geographic, repayment and bureau variables. Customers are taken for campaign and offers are given
           to stay back
          Collections Management
           Models developed for predicting delinquency and performed cost-productivity mapping for scientific
           agency allocation and capacity management
          Risk Based Pricing - Auto and Mortgage
           Risk based pricing models developed for differential pricing which accommodates the credit risk of
           individual customer
          HL Scorecard
           Model for Home Loans (except AH) is able to predict 68% of the Defaulters in the top 3 deciles
Confidential                                                                                                Slide 45
2          Current Technology Trends and Our Journey

      3            Analytics                 Glimpse of few initiatives
    Reliance Life Insurance

          Daily Dashboard for New Business, Renewal & Persistency sent to all stake holders
          Various Analytics models designed:
               •   Predictive retention - A model to classify customer based on lapse propensity
               •   Reinstatement model – Identifying lapsed customers for reinstatement
               •   Advisor persistency model – Propensity model for increase in Agency Activisation
               •   Claims model – Pilot project to evaluate early claim trend
               •   Underwriting model to strengthen underwriting grids and guidelines
               •   Claim fraud analytics
               •   Refinement/recalibration of Lapsed/Reinstatement models to improve 13th month persistency
               •   Identifying Upsell Opportunity for E-Sale customers
              Some of the early benefits seen are:
               •   Increase in renewal collections from high risk customer group
               •   Increase in reinstatement campaign resulting in higher reinstatement collections
               •   Accurate data driven by Data Quality initiative helping in better decisions

Confidential                                                                                               Slide 46
2          Current Technology    Trends
                         Glimpse of few        and Our Journey
                                        initiatives

       3         Analytics

    Reliance General Insurance

          Operations One View: Key Metrics to intuitively
           generate sliced data for Policy conversion, TAT,
           Customer contactability, Premium Receivable’s,
           System Utilizations,      Collections & Pay-In-Slips
           building controls on trends
          Motor Portfolio Score Card: Helps improve
           efficiency on Claims relating to Motor portfolio. Helps
           plan future strategies towards prudent decisions and
           ensure service assurance to the Customer
          Regulatory Matrix         & Score Card: Single
           dashboard to help review regulatory submissions and
           the tool help automatic submissions to the regulator,
           wherever possible
          Daily Performance Report: Daily Performance of
           Premium numbers for different products across
           Channels, Branches and Zones to help online
           reviews and initiate relevant strategies

Confidential                                                         Slide 47
2          Current Technology    Trends
                         Glimpse of few        and Our Journey
                                        initiatives

      3          Analytics

    Reliance General Insurance

          Quality & Systems Automation Metrics: Help
           review qualitative matrices based on defined rules
           related to Six Sigma methodology
          Customer Segmentation: Risk based pricing model
           used for differential pricing based on customer
           demographics and transaction behaviour
          Enterprise Risk Score Card: For a Bird’s eye view
           of various Risk indicators derived from a variety of
           sources

Confidential                                                      Slide 48
2          Current Technology    Trends
                         Glimpse of few        and Our Journey
                                        initiatives

      3          Analytics              Glimpse of few initiatives

    Reliance Securities

          Web Analytics (Google) - Click Stream Analytics / Website Usage Pattern

          Tick (Beta Launch) - The new platform for cash and derivatives trading, which will provide
           customers with a real time portfolio monitoring, integrated market watch across various platforms,
           market news & company information on a single click, technical breakout alerts, analysis via
           advance charting tools and various other indicators

          Hourly Trading Dashboards - Trading volume dashboards are flashed on an hourly basis to
           central, region & branch teams

          R advantage - Loyalty Program - Reward point program based on customer trading pattern

          Customer segmentation - Customers segmentation done based on trading product patterns,
           platform usages, propensity to stop trading etc. Basis segmentation targeted campaigning and offers
           are rolled out to customers

Confidential                                                                                               Slide 49
2          Current Technology    Trends
                         Glimpse of few        and Our Journey
                                        initiatives

      3          Analytics              Glimpse of few initiatives

    Reliance Capital Asset Management

          Analysis of website Traffic, Usage Patterns, Customer Behaviour etc.

          Equity Analytics - Visual Dashboard on Trends, Day to day Portfolio Value, & other important
           market feeds

          Campaign Management - Running numerous campaigns based on customer data / segmentation /
           available leads

Confidential                                                                                              Slide 50
2          Current Technology Trends and Our Journey

      3          Analytics       Glimpse of few initiatives

    Reliance Capital Asset Management

                                Website Traffic - Purchase Funnel Analysis

Confidential                                                                 Slide 51
2          Current Technology Trends and Our Journey

      4              Cloud             Overview of Cloud Initiative at RCL

               Objective     Setup private cloud and subsequently move to Hybrid Cloud Adoption

              We have successfully deployed our own private cloud
              Actively Using Cloud SAAS and PAAS models across group. Few examples:
               • Office 365 (Mailing, SharePoint Online, Lync, Yammer)
               • HCM (Recruiting, On boarding, Talent Management, eLearning)
               • CRM (One of our business)

     Our private cloud and DC consolidation exercise is benefitting through INR 4-5 crore savings
     annually. Other benefits have been:

          30% reduction in server footprint and related costs
          High uptime for critical systems with features for High Availability by design
          Moving to a state of automated IT operations & Centralized Monitoring

Confidential                                                                                  Slide 52
2          Current Technology Trends and Our Journey

      5           Security       Enhanced Focus to strengthen IT setup towards
                                 safeguarding systems from increasing online
                                 security risks

                                                                                 53

                WAF          SSL VPN       2 FA/PIM       AD Upgrade      DLP/SafeBoot

                       …               …              …               …             …

                SIEM          SOC           GRC           Anti DDOS           NAC

Confidential                                                                        Slide 53
2          Current Technology Trends and Our Journey

        6        User Experience          Enhanced Focus on Improving Customer
                                          Experience
    We are committed to bring in the best to our customer and constantly improve the
    quality of our interactions with them. Necessary steps have been taken across our
    organization to optimize our processes & services for enhanced user experience
    across multiple interaction channels

         All customer facing sites have been modernized

         All our websites are now mobile ready/responsive

         Call center capabilities have been improved

         IVR, Web Chat, Video Chat and Messaging Application Integrations have been carried
          out for different communication channels

         All our products sections and customer servicing channels are being modernized for
          enhance user experience and ease of doing business with us

Confidential                                                                             Slide 54
2          Current Technology Trends and Our Journey

                               And …
                          How Are We Doing?

Confidential                                               Slide 55
2          Current Technology Trends and Our Journey

   Reliance General Insurance

          Increase in web traffic by 65% as compared to previous fiscal
          Increase in Online transaction / Premium by 46% as compared to previous fiscal
          Social Media Penetration has increased by 50%
          Social Listening & ORM initiatives indicates that there is a significant increase in brand
           value positive sentiments

   Reliance Commercial Finance

         Increase in web traffic by 30% as compared to previous FY

         Near double increase in revenue through digital channels

         Sales Productivity enhancement by 30%

Confidential                                                                                      Slide 56
2          Current Technology Trends and Our Journey

   Broking and Distribution

          Overall Website Traffic has increased 30% compared to previous fiscal
          Overall increase in Online Leads by 58% as compared to previous fiscal (till date)
          Exponential Growth on Social Presence - 4 times penetration the social media as
           compared to previous fiscal
          Digital Purchase volume expected to increase by more than 100% by Mar 2016
          Mobile Trading App downloads have more than doubled as compared to previous fiscal
          282% increase in the Mobile Active user count
          300% increase in the value of revenues generated for digital purchase of the customers

Confidential                                                                                    Slide 57
2          Current Technology Trends and Our Journey

    Reliance Life Insurance
          Attracting web traffic over 31 Lakhs unique users
          Continues to dominate the social media presence
          Page level engagement rate stands at 11% of the total fan base which is highest in the BFSI
           category
          Bounce rate gone down by 40%
          Session duration increased by almost 110%

    Online traffic compared to last year…

         There has been significant
         improvement in the usability of
         the website and the bounce rate
         compared to the same period last
         year    due      to    constant
         enhancements

                                                                                              Source: Google
Confidential                                                                                  Analytics
                                                                                                     Slide 58
2          Current Technology Trends and Our Journey

   Reliance Capital Asset Management

          Website Traffic has increased 6 times as compared to previous fiscal
          Digital Purchase volume expected to increase by 650% by the end of current FY as
           compared to previous fiscal
          Mobile App download has crossed 1.5 lakhs
          Active Mobile App users: 25000
          Social Media Penetration has doubled

Confidential                                                                            Slide 59
2          Current Technology Trends and Our Journey
  Reliance Capital Asset Management

   Campaign - Analytics

        Total Number of Campaigns                           Digital Revenue %
        December 2015 : 35                                  December 2015 : 8.95
        January 2016   : 42                                 January 2016   : 9.32

   Top 5 Campaign performance for the month of Jan - 2016

Confidential                                                                        Slide 60
2          Current Technology Trends and Our Journey
  Reliance Capital Asset Management

                                                                          #LambiInningsKiTaiyari
       2.45+ Mn                            1.3+ Mn
   Video Views on the Reliance                                              Trended organically on Twitter in
                                         Fans on Facebook with a
      Retirement Fund TVC on                                                Mumbai for 1 hour due to the live
                                         4.8% Engagement Rate –
                Youtube                                                   tweeting in the Blogger’s Meet event
                                        highest in the AMC industry

 1300+                 Entries in the #ThanksMaa Contest on Facebook and Twitter – with   2 Mn+
 impressions and a         232%   increase in Engagement Rate

               ~70k+                                110k+                                  8L +
     Followers on LinkedIn and          Downloads of the new mobile app        Visits to the new website due to

                 Twitter                    across Android and iOS                        the campaign

Confidential                                                                                              Slide 61
Information Technology

                         Predictions & Trends- 2016 and beyond
                     ►   Strategic Predictions for 2016 and Beyond
                     ►   Internet, Channels, Social , IOT, Virtual Assistants, Big Data
      Contents

                         Current Trends & Our Journey
                     ►   Social, Mobile, Analytics, Cloud, User Experience, Security, Strong Core

                     ►   Projects undertaken against the emerging trends - Website modernizations,
                         Mobile Apps, Private Cloud, Advanced Analytics

                 3       Way Forward
                     ►   Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience
                     ►   More Mobile Apps…

Confidential                                                                                            Slide 62
3          Way Forward

               1. Analytics (from Predictive to Prescriptive)

               2. Big Data & Enhance usage of Social channels

               3. User Experience

               4. Renovating the Core

               5. Mobiles Apps including extension on Intranet capabilities

               6. Open Technology Adoption

               7. IOT

               8. Hybrid Cloud, High Availability and DR capabilities

               9. IT Security
Confidential                                                                  Slide 63
3          Way Forward - What is imperative for us…

                  For some time, there has been pervasive need for
                     every business to become a digital business.
                  We focused on leveraging social, mobile, analytics,
                  and cloud (SMAC) to build capabilities that help us
                   turn into a digital business and move Technology
                     from a support function to essential business
                      differentiator, giving us a competitive edge

Confidential                                                            Slide 64
Thank You
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