presentation on digital journey

Digital Journey: Industry trends and our achievements in recent times

February 2016

Reliance Capital

Confidential Slide 2

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

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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.

Disclaimer

Confidential Slide

Information Technology

Co

nte

nts

Way Forward 3

Predictions & Trends - 2016 and beyond 1

► Strategic Predictions for 2016 and Beyond

► Internet, Channels, Social, IOT, Virtual Assistants, Big Data

► Projects undertaken against the emerging trends - Website modernizations,

Mobile Apps, Private Cloud, Advanced Analytics

Current Trends & Our Journey 2

► Social, Mobile, Analytics, Cloud, User Experience, Security, Strong Core

► Prescriptive Analytics, Hybrid Cloud, Security, Strong Core, User Experience

► More Mobile Apps…

3

Confidential Slide

Co

nte

nts

Way Forward 3

Predictions & Trends - 2016 and beyond 1


► Internet, Channels, Social, IOT, Virtual Assistants, Big Data








4

Confidential Slide

0

200

400

600

(in million)

2015 2008 2006 2012 2010 2004 2002 2000 1998 1996 1994 1992 2018

5

Exponential internet explosion

India racing ahead: 550 MN+ internet users by 2018

Over 550 million internet users by 2018

60% will only access the internet through their mobile

Source: Boston Consulting, Accenture

Internet 1

Predictions - 2016 and Beyond 1

20 years for first 100 million users; 2-3 years for second 100 million;

1 - 1.5 years for next three 100 million each

Confidential Slide

40

20

0

100

80

60 7.1%

2.9% 7.2%

22.4%

0.1%

3.5% 0.3% 2.4%

42.0%

2010 2003

3.3%

94.3%

5%

49.0%

15.8%

44.6%

% share of transactions from banking channels

2020 (Base)

Branch

ATM cards

POS (Card)

Call centre

Online

Mobile

Direct

channels

Survey across 14K customers, 50K

bank employees (2011)

In Banking

~0% 3.9% 33% % share of direct

channels

By 2020, Share of transactions on direct channels

to increase from 4% to 33% (Banking)

Source: Boston Consulting,

Channels 2


6

Confidential Slide

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

Social 3


7

Confidential Slide

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, 6 billion connected things

will be requesting support

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

Internet of Things (IOT) 4


8

Confidential Slide

By 2020, smart agents will facilitate 40% of mobile interactions, and the

post-app era will begin to dominate

Virtual personal

assistants (VPAs) for

workforce productivity

would be on the rise

Cloud services with

open VPA APIs would

grow

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


9

Source: Gartner

Confidential Slide

Through 2020, Smarter and Faster Business Decisions 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

Big Data 6


10

Confidential Slide


Co

nte

nts

Way Forward

Predictions & Trends - 2016 and beyond


► Internet, Channels, Social , IOT, Virtual Assistants, Big Data


► Projects undertaken against the emerging trends - Website modernizations, Mobile

Apps, Private Cloud, Advanced Analytics




11

Confidential Slide

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

Current Technology Trends and Our Journey 2

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

12

Confidential Slide

SOCIAL MOBILE ANALYTICS CLOUD


IT Security IT CONTINUITY RESPONSIVE STRONG CORE

13

Confidential Slide


Social Media 1

Customer Care

Advertisement/Marketing

Leads and Acquisitions

Customer Engagement

ORM / Branding

Actively using leading social media

platforms such as Facebook, YouTube,

Twitter, Google+ to engage with customers

Social Media Platforms being used for

Product Sales and customer Servicing

Using these platforms to Increase

customer awareness on products, services

and brand awareness

14

Confidential Slide


Social Media 1 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

We are present on

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

15

Confidential Slide

Number of Followers:

August 2015 - 1.24 MN

December 2015 - 1.5 MN

Engagement:

August 2015 - 4.0%

December 2015 - 5.5%

Content:


August 2015 - 71.6k

December 2015 - 90k

Engagement:

August 2015 - 0.2%

December 2015 - 1%

Content:


August 2015 - 65.7k

December 2015 - 90k

Engagement:

August 2015 - 0.4%

December 2015 - 1%

Content:

Objective - Drive awareness and

consideration about ETFs on LinkedIn

Objective – Use Twitter as a medium to

Amplify communication e.g. Live

Tweeting from the Bloggers’ meet with

the hashtag #LambiInningsKiTaiyari

Objective - Drive greater engagement

with a relevant TG of 25 - 34 year olds

Social Media - Reliance Mutual Fund 2

16

Confidential Slide

Glimpse of few initiatives

270,415

Social Media - Reliance Life Insurance 2

Social Media 1

Do Good Campaign

17

Confidential Slide


Mobile 2

Direct Sales & Support

Field Force

Empowerment

Leads and Acquisitions

Customer Engagement /

Education

Branding & Positioning

We are using mobile platform throughout

our business process. It has become one of

our main streams for:

o Direct Sales and Support - Account

Openings, Quotes, Illustrations, eKyc,

Document Submissions, Receipt Printing,

Collections etc.

o Customer Engagement - Product /

Portfolio information, Customer support,

Mobile services etc.

o Field Force Empowerment -

On Demand Information Dissemination,

Training, Performance Dashboards, Lead

Managements

18

Confidential Slide


Mobile 2

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

Reliance Mutual Fund - Investor Mobile Application

19

Few Mobile Initiatives Across Group

Confidential Slide


Mobile 2 Few Mobile Initiatives Across Group

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

Reliance Mutual Fund - Distributor App Business Easy

20

Confidential Slide


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


Reliance Mutual Fund - Simply Save

21

Confidential Slide


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


Reliance Mutual Fund - Conference App

22

Confidential Slide


Integration with WhatsApp to

provide an additional channel for

customers:

1) Instant access to Reliance MF

for transacting and service

needs during 8:00 AM to 9:00

PM

2) Keyword capability for automatic

responses

Interaction Count

Transaction related 1047

Non Transactional 1051

Grand Total 2098

* as of December 2015


Reliance Mutual Fund - WhatsApp Customer Service

23

https://www.google.com/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&ved=0ahUKEwj_ruqH8IDLAhWCCI4KHUg_DhoQjRwIBw&url=https://www.reliancemutual.com/?gclid=CLH4wqeNosMCFQkDvAodJKUAmg&psig=AFQjCNEQ4UyBplOTGBrHc3yuuAInSnLusg&ust=1455869854864174

Confidential Slide


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


Reliance Life Sales Assist

24

Confidential Slide

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



Reliance Life Need Analysis

25

Confidential Slide

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



Reliance Life Proposal Tracker

26

Confidential Slide

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)



Reliance Life TaxApp

27

Confidential Slide


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


Reliance General Anywhere Assist

28

Confidential Slide

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



Reliance General Smart Assist

29

Confidential Slide

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

Reliance

Motor plus



Reliance General Motor Plus

30

Confidential Slide

RMPIS is used for Vehicle inspection

before underwriting the policy

Features:

• Vehicle Location information

• Distance travelled by FOS for

reimbursement

• Create inspection request

Motor Pre-

Inspection

Survey



Reliance General RMPIS

31

Confidential Slide


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


Reliance Securities - MobileXpress

32

Confidential Slide

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



Reliance Securities - Pocket Office

33

Confidential Slide

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



Reliance Securities - TICK Mobile App (WIP)

34

Confidential Slide

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



Reliance Securities - TICK Pro Mobile App (WIP)

35

Confidential Slide


The app provides access to a large

property database threading together

customers funding requirements

through RCF’s home and mortgage

loan producsts


RCF / RHF - Reliance Property Solutions App

36

Confidential Slide

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



RCF / RHF - Customer Acquisition App

37

Confidential Slide

Application for Sales Managers to

get real time updates from core

lending application for the cases

sourced by them



SIP (Sales in Progress) App

38

Confidential Slide

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



RCF/RHF - eCollect App for collection agents

39

Confidential Slide

The app enables the sales

managers to visit the customer and

provide update and has features for

review mechanism, reimbursement

process, geo tagging etc.



RCF/RHF - SMP (Sales Management Process) App

40

Confidential Slide

This mobile application enables

the credit officers/managers to

attend & interview the customer

based on the risk score

generated by Analytics tool



RCF/RHF – MCO (Mobile Credit officer) App

41

Confidential Slide

TAB FAB is a direct customer

feedback tool at branches - to

analyze the customer satisfaction

in terms of service, products etc.



RCF/RHF - Tab Fab App

42

Confidential Slide


Analytics 3

Customer Insights

Risk Management

Marketing

Channel Execution

Capability Developments

Analytics

43

• Sentiment Analysis • Social Media Analysis • Click Stream Analytic

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

• Lead Generation • Campaign Management • Customer Segmentation

• Sales Performance • Profitability • Next Best Offer

• Custom Modeling • Customer Linkage and Identification

Capabilities (Customer One View) • Workflow Process Improvements • Personalization

Confidential Slide

• Organization has little or no

capability to derive insights

from data using predictive

analytics

Analytical Competitors

Stage 5:

Analytical Novice

Stage 1: Localized Analytics

Stage 2:

Analytical Aspirations

Stage 3:

Analytical Companies

Stage 4:

Analytics Vision

& Strategy

Information

Management

Insight

Generation

Value-led

Implementation

Analytics

Capabilities &

Infrastructure

• Less effective leaders who

display minimal interest or

understanding in analytics,

and have trouble garnering

support, building teams or

executing upon the strategy.

• Business units request IT to

extract/provide data on an ad-

hoc basis.

• Primary focus on tactical

objectives, e.g. acquisition

and cross-sell

• Few analytical skills or roles

• Attached to specific functions

• Organization has limited

capability to derive insights

from data using predictive

analytics

• The analytics capability is run

as business as usual in the

respective business units and

there is a lack of structured

decision making processes.

• Data dictionary exists but is

fragmented and IT focused,

without business context.

• There is some form of

framework and process to the

deployment of analytics

capabilities.

• Unconnected pockets of

analysts

• Different skill levels of

independently run teams

• Organization has capability to

derive insights from data

using predictive analytics with

limited focus on value

• Limited number of leaders

understand and believe in the

impact analytics can have on

the organization.

• A comprehensive and

business relevant data

dictionary is readily available

and integrated with robust

maintenance processes.

• Full range of models

developed, including

prospecting, customer

development, customer

loyalty/churn, revenue

management, etc.

• Analysts recognized as key

talent and focused on

important business areas

• Limited cross-functional

engagement

• Organization has capability to

derive insights from data

using predictive analytics and

rigorously monitors

incremental value

• Leaders exhibit a passion for

analytics, build and develop

teams to execute the

strategy. Analytics is viewed

as an enterprise asset and a

competitive differentiator.

• Data is of sufficient quality for

decision making. Well-defined

processes are in place to

improve quality of data as

needed.

• Techniques used include

advanced techniques (e.g.,

CHAID, CART, neural,

genetic algorithms) in addition

to regression

• Highly capable analysts

explicitly recruited, developed,

deployed, and engaged

• Organization uses the best in

class analytical capabilities

and performs value led

experimentations of designing

and modifying processes

• Data for the purposes of

decision making is embedded

into the management

processes and readily

available to decision-makers.

• Full range of real-time models

developed using variety of

techniques, with application to

customer strategy and future

trend prediction

• World-class professional

analysts; cultivation of

analytical amateurs across

the enterprise

• Leaders have mastered

analytics to achieve a

leadership position in their

industry. They have

effectively leveraged the

analytics ecosystem

Study By: Accenture

Very

Strong

Strong Intermediate Moderate Absent


Analytics 3

We are well placed on our journey to become an “Analytical Company”

44

Confidential Slide


Glimpse of few initiatives Analytics 3

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

45

Confidential Slide


Glimpse of few initiatives Analytics 3

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

46

Confidential Slide

Glimpse of few initiatives Current Technology Trends and Our Journey 2

Analytics 3

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

47

Confidential Slide


Analytics 3


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

48

Confidential Slide


Analytics 3

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


49

Confidential Slide


Analytics 3

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


50

Confidential Slide

Analytics 3 Glimpse of few initiatives



Website Traffic - Purchase Funnel Analysis

51

Confidential Slide


Cloud 4

Overview of Cloud Initiative at RCL

Objective

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)

Setup private cloud and subsequently move to Hybrid Cloud Adoption

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

52

Confidential Slide

Enhanced Focus to strengthen IT setup towards

safeguarding systems from increasing online

security risks

SOC SIEM GRC Anti DDOS NAC

… … … … …


53

Security 5

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

53

Confidential Slide

Enhanced Focus on Improving Customer

Experience


User Experience 6

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

54

Confidential Slide


And …

How Are We Doing?

55

Confidential Slide

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



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

Near double increase in revenue through digital channels

Sales Productivity enhancement by 30%

Reliance Commercial Finance

56

Confidential Slide

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


Broking and Distribution

57

Confidential Slide

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%


Reliance Life Insurance

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

Analytics 58

Confidential Slide

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



59

Confidential Slide

Total Number of Campaigns

December 2015 : 35

January 2016 : 42

Digital Revenue %

December 2015 : 8.95

January 2016 : 9.32



Campaign - Analytics

Top 5 Campaign performance for the month of Jan - 2016

60

Confidential Slide



2.45+ Mn

Video Views on the Reliance

Retirement Fund TVC on

Youtube

1.3+ Mn Fans on Facebook with a

4.8% Engagement Rate –

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

#LambiInningsKiTaiyari

Trended organically on Twitter in

Mumbai for 1 hour due to the live

tweeting in the Blogger’s Meet event

~70k+ Followers on LinkedIn and

Twitter

110k+ Downloads of the new mobile app

across Android and iOS

8L + Visits to the new website due to

the campaign

61

Confidential Slide


Co

nte

nts

Way Forward 3

Predictions & Trends- 2016 and beyond


► Internet, Channels, Social , IOT, Virtual Assistants, Big Data



Current Trends & Our Journey




62

Confidential Slide

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

Way Forward 3

63

Confidential Slide

Way Forward - What is imperative for us… 3

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

64

Thank You

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