Business Analysis

Value Chain:

Inbound Logistics- Customer Database, Technology, High-Skilled Human Capital

Operations- Faster turn-around time, stock trade transactions, loan and mortgage advisors

Outbound Logistics- High Quality customer service, interactive applications and software, flexible hours and numerous locations

Marketing & Sales- Online marketing through promotions on social media, competitive pricing and promotions, reduce penalties and prices to maintain customer satisfaction

Service- Top Notch customer service, online interactive support and bill paying options, latest technology to provide best security and mobile banking experience

   The Structured Process - Customer Relationship Management

• Customer relationship management, or CRM, refers to the practices, strategies, and
  technologies that companies use to manage and analyze customer interactions and data

• the information system that handles this specific process at TD bank is Encore Teller
  Encore Teller makes every day baking activities a lot easier for the bank teller and also eliminates procedures that the customer finds repetitive and automates the

• this increases productivity because they can meet more customers per day and since these procedures are automated by the IS they can spend more time talking to customers and really understanding their needs.

The Dynamic Process - Social Media

• Dynamic processes are flexible, informal, and adaptive processes that normally require less managerial decision making.

• A dynamic process usually requires some human judgement, like running their Facebook account. TD Bank uses several social media platforms to reach its customers. TD Bank currently has approximately 42,000 Twitter followers, 734,000 Facebook followers, and over 6,000 Instagram followers.

• They use these accounts to inform their customers of current promotions such as signup bonus’ and different loan options. TD Bank also uses these social media accounts to give financial advice and suggestions.

• This is a valuable customer relationship management tool also because it is very quick, cost effective, and other followers may be able to gain insight or find solutions in questions already posted by other users.

       Information Silos

         Prior to Encore Teller, information on customers was stored individually in specific locations. This happened throughout many different departments of the bank creating information silos. Information silos are formed when different departments are not connected and information is hard to keep up to date and shared. This all changed when TD Bank decided it was time to update their systems and become a more efficient bank, not just with daily process, but also with the way information was being stored in their facilities. Removing the information and process cycles will help improve overall efficiency and security for TD bank employee's and customer's.