1. 1
Usage of Social Media
by Samitha Jayaweera
Master of Business management
Business communication

2. 2
Introduction
• Fitch Rating : AA– (lka)
• Current focus : microfinance
• Over 26,800 customers
• 25 service delivery points.
• Profit after Tax -2.83 By
• Sri Lanka 's Unshakable leader
in Leasing sector
Samitha
Mbm/02/BII/
11

3. 3
Introduction
183 customer touch points
1,134 employees
Largest and highest rated NBFI
in Sri Lanka
The market leader in Leasing for last 11 years
Samitha
Mbm/02/BII/
11

4. 4
Products
• Leasing & hire purchase
• Loans
• Insurance
• Islamic Finance
• Micro Finance
• Investments
• Fleet Management
• Property development
Samitha
Mbm/02/BII/
11

5. 5
communication methods
Reports
Presentations
Face-to-face meetings
Teleconferencing
Videoconferencing
Samitha
Mbm/02/BII/
11

6. 6
Modern technology
applications
Human Resource Management
Marketing
Customer Satisfaction
Return on Investment
Samitha
Mbm/02/BII/
11

7. 7
Human Resources
Use of modern tech
to improve employee
Competencies
Productivity
Satisfaction
&
to reduced
employee turnover
Samitha
Mbm/02/BII/
11

8. 8
Human Resources
Use of modern tech
Intranet - 24 hour self paced e-learning portal
Employee perception survey
Annual Performance appraisals
HR Management system
Teleconferencing
video conferencing
Samitha
Mbm/02/BII/
11

9. 9
Human Resources
Modern tech benefits
Empowered employees
Improved competencies
Job satisfaction
Quick responses
Better target achievements
Improved monitoring / follow up
Samitha
Mbm/02/BII/
11

10. 10
Customer care
Use of modern tech
High tech Call Centers
Automated SMS / E-mails
Social media / Facebook
Customer feedback at service
points / web
Samitha
Mbm/02/BII/
11

11. 11
Customer care
Use of modern tech
• Mobile POS terminals -
‘‘Door step” service
• Instant scanned
document upload to
network
• Digital Document
Management Solution
(DMS)
Samitha
Mbm/02/BII/
11

12. 12
Customer care
Modern tech benefits
increasing service quality
customer satisfaction
Convenience
“Door step” service
Samitha
Mbm/02/BII/
11

13. 13
• Easy access to services
• effective complaint handling
• Customer information security
• Speedy approval
Customer care
Modern tech benefits
Samitha
Mbm/02/BII/
11

14. 14
Return on investment
Pay back – less than 05 years
Increased shareholder values
Increased profitability
Market leader for 11 years
Samitha
Mbm/02/BII/
11

15. 15
Return on investment
0
500
1000
1500
2000
2500
3000
3500
4000
profit before tax
profiy after tax
Rs. Mn.
Samitha
Mbm/02/BII/
11

16. 16
Return on investment
0
5000
10000
15000
stated capita
profit available for ordinary shareholders
Samitha
Mbm/02/BII/
11

17. 17
0
0.5
1
1.5
2
2.5
2008/09 2009/10 2010/11 2011/12 2012/13
earning per share
Return on investment
Samitha
Mbm/02/BII/
11

18. 18
Advantages
• Speeds exchange of information
• Improves organizational communication
• Fast decision making
• Increases employee participation
Samitha
Mbm/02/BII/
11

19. 19
Advantages
• Influences people interactions
• Structures organizational life
• Supports open discussions
• Provides a voice to those who normally would
not speak up in groups
Samitha
Mbm/02/BII/
11

20. 20
Disadvantages
Poor substitute for face-to-face communication
Difficulty Training Employees
Expensive
Not Safe
Samitha
Mbm/02/BII/
11

21. 21