AVAcorp E-Delivery Solution

8/6/2019 AVAcorp E-Delivery Solution

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1AVACORP (Confidential)

e-Delivery Solution


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Every business needs to officially correspond with their customers. Correspondence includesstatements, invoices, activity logs, and targeted/non-targeted marketing etc.

Considering the intense challenges faced daily, business faces the following challenges:

Unreliability and Inaccuracy: Delivery of statement takes days to reach the customer with noexception management. Inaccuracy of delivery because of process failure and disconnect, lackof transparency, missing check and balance , exception handling, human error which all leads

to serious consequence and ramification for the business.Cost: The cost involved with paper and postal based delivery of customer statements

Overhead: Operation and management overhead associated with delivering the capability

Security breach: Risk of Identity theft as customer artifacts have sensitive information

Lack of traceability: Lack of traceability may even lead to unforgiving consequences such as

law suitsScalability Issues: Growth in customer and statement volume, makes the solution unusable

Non environmental friendly: Reduce carbon footprint to not only meet social responsibilitybut also adhered to new treaty such as Kyoto

AVAcorp embraces these challenges by providing a complete e-delivery solution

What are the problems?


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Reliability & Accuracy

Reliability and Accuracy:

AVAcorp e-Delivery solution is made E2E electronicwith support for push, pull, and guarantee alertsdelivery. Solution supports disaster recovery so even if the main solution goes down, still the solution anddelivery can be made on time meeting agreed SLAs.Some of the exception management features includes:

No special hardware or software required for the customer Channel Failover Support - Bounce processing to alternativecommunication (SMS, alt. email, letter, statement)If required, send both paper and eStatement for X period of

time (configurable by product, segment, or country) then shutoff paper statements to support migrationCapability to resend and recall alertsAfter X consecutive failed communications (not attempts) de-enroll and default back to paper communications, send noticeto customer via paper, email or SMSMessage priority control ability to move higher-prioritycommunications to the front of the processing queue(s)

Unreliability andInaccuracy:

Delivery of statementtakes days to reachthe customer with noexceptionmanagement.

Inaccuracy of deliverybecause of processfailure or disconnect,lack of transparency,missing check orbalance, exceptionhandling, humanerror, all of whichmay lead to seriousconsequence andramification for thebusiness


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Reduced Cost of Ownership

Reduce Total Cost of Ownership:

Apart from obvious cost saving from zero postal, paper,and printing charges, cost reduction is achieved by havinga more effective and transparent support mechanism inplace.Build once, Deploy once, On-board/Configure many

businessesEnhancements or changes to the delivery creation or delivery are configuration driven with no major changes tothe solution

By moving to e-Statement, corporate can save at least$1

per month per account compared to paper statement

Cost: The cost involvedwith paper and postalbased delivery ofcustomer statements


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Reduced Overhead

Overhead Reduction:

AVAcorp e-Delivery solution provides an automated solution for most of the functionalities with least human intervention.

Examplesof such offering are:

Based on customer self service model (Self enrolment)Set up of alerts and notification by customersSelf monitoring solution with escalation strategy (alerts for outof memory, high volume of threads,, low on CPU utilization) for any exception or failuresAbility to route incoming communications to necessary peopleor departmentsAbility to dispute charges from eStatement

Online help on demand (chat, IVR, video, etc.)Data Integrity Reports (Invalid emails, phone numbers, etc.)Delivery Confirmation information (Delivered/bounced bycommunication type, etc.)Ability to submit a user request via delivered document (pay abill, submit a dispute, request a line of credit, change of address, redeem rewards point, etc.)

Overhead:

Operation andManagementOverheadassociated withdelivering thecapability


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Assurance

Assurance:

A high-assurance digital identity is a physical representationof your online identity issues on a smart card or USB token.As statement contain highly sensitive information, high levelof assurance is required. By incorporating authentication andauthorization by digital certificate, it can be made sure thatthe statements are acted by the intended individual onlySupport Secure and non-secure delivery; encrypted and

non-encrypted attachmentsSupport multiple encoding methodPrevent edits to eStatements, once created and ready for

send e.g. with Adobe writer. Also, support digital signing of statement to prevent non-repediationAbility to enable or disable access to document based on

client set rulesAbility to view communication offline and sync on reconnectMulti-factor authentication (IP checks, Challenger

questions, Digital Certificate)

Security Breach:

Risk of Identitytheft as customerartifacts havesensitiveinformation


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Assurance (Cont)

Assurance (cont..):

Multi-factor authentication (IP checks, Challenger questions,Digital Certificate)Ability to mask certain data fields in statementsProof of Delivery to customer mail server Ability to scan contents for viruses and malicious codeAbility for cross grained and fine grained entitlements which isscalable to new or modification of the services without anyapplication code changesSupport for Ethical hack to identify any issues with the solutionand support for fixes to any identified issues

Security Breach:

Risk of Identitytheft as customerartifacts havesensitiveinformation


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Audit

Detailed Audit:

Ability to develop custom query, as well as availability of 'canned' reportsAbility to capture Audit trail for any changes to preferences,information, etc.Maintain audit trail of email, mobile, or (de)enrollment captureor changes (channel, date, previous data ), verification, etc

Activity Reports (Open rate, opened when, links clicked, whatlinks, etc.)Proof of Delivery to customer mail server Delivery Confirmation information (Delivered/bounced bycommunication type, etc.)

Lack of

Traceability:

Lack of traceabilitymay even leadto unforgivingconsequences suchas law suits


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Scalability

Scalable:

Build once, Deploy once, On-board/Configure manybusinessesSupport for horizontal and vertical scalabilityAddition or changes of template and content without any codechanges (supported by our content management system)Addition of product and services which is registration based

rather than code centric changeFully support White Label scenario including skin, brandingchanges by customer or service provider

Scalability Issues:

Growth incustomer andstatement volume,makes the solutionunusable


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Others

PreferenceAbility to change preferences from within eDelivery communications (timing, frequency, content, format- html/text)Allow customer to indicate preferred contact method for different types of communication (i.e. alwayssend me a text at XXX number when my payment clearsIn multi-lingual markets, ability for customer to choose language

GreenE2E electronic solution without any need for paper

If every US household stopped receiving paper bills and statements, 687,000 tons of paperwould be saved every year enough to circle the Earth 239 times


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Template and Document ManagementAbility to easily (GUI) create, define, save,copy, and edit and manage templates for new documents/typesCreate and manage template by serviceprovider Flexibility to re-design layout and content of the documentAbility for users, groups, support, and/or customers to collaborate on a document (atthe same time)Ability to support multi-language needs

Support rich media - including for marketingoffersAbility to bar-code e-StatementsAbility to target market and customers viatool to include personalized marketing tocustomer Provide consistent experience regardless off channel delivered

Usability Experience

Content DeliverySupport Multiple Delivery Modes (Pull, Push,Alerts)Delivery Content to Multiple Channels (Fax,SMS, RSS, Widgets, Mobile, Online, PDA)

Ability to bundle multiple documents/multipleattachments in one communication for the samecustomer - based on business/legal needs andcustomer preferencesAbility for the customer to aggregate, sort, andexport the data into standard formats/productivitytools (Money, Quicken, QIF?, CSV, Access,Excel, etc.)Ability to provide multiple account views from asingle statement (not consolidated)Statement consolidation across products andaccounts based on legal/business and customer preferences

RIA, Content & Document Management


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Customer functional mapCustomer self-enrollmentChannel set up and mgmtSet up statement preferencesSet up alertsPull e-Statements

See/Re-send archived information

Core Functionalities by Stakeholders

Customer Service functional mapMaintain different ChannelsSet up statement preferencesSet up and mange alertsSee/Re-send archived informationRe-set e-mail password

Enroll customers

Batch functional mapSend PDFs, HTML documents encryptedDeliver Marketing campaignsSend customer notifications and alertsCustomer enrollment via BATCH file

ReportsSend PDFs, HTML documents encryptedDeliver Marketing campaignsSend customer notifications and alertsCustomer enrollment via BATCH file


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Business Console mgmtDefine Campaign ManagementManage MKT CampaignManage ProductsManage ChannelsManage Agreements

Manage Input FilesManage AlertsManage Communications

Manage NotificationManage ApplicationsManage Simple Templates

Core Functionalities by Stakeholders (Cont)


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Business BenefitsConsistent look and fell and offering acrossproduct and services eDelivery capabilities

Increased online retention of customer andboost upscale and cross-sell

Increased ROI and reduced TCO

Foster reusability and better assetmanagement

Effective and consistent customer service

Benefits At a glance .

Technology BenefitsLeverage best of the breed technology and a

predictable software delivery

Optimized IT resource utilization and processsimplification

Develop common infrastructure, reusableprocess, and shared knowledge management

Provides highly integrated and scalable solution

Rapid application development and out-of-box

manageability

In addition to environmental, revenue, cost and productivity benefits, AVAcorp e-Delivery

platform provides the following other business and technology benefits


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Functional Architecture


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Technical Architecture


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Case study A large financial institute

Facts:

Every year, globally across businesses, Client approximatelyProduces 2,000,000,000 pieces of Mail3,000,000,000 pieces of paper Costing $1,000,000,000

Annually, this Translates to about500,000 Trees (20 times the trees in Central Park)600,000 miles of paper if laid sequentially (Enough distance to travel to moon, back to earth ANDtake 4 victory laps across the globe)

Businesses have set in motion independent e-Delivery initiatives & solutions to reap cost, revenue,environmental and customer experience benefits

20 + disparate solutions on multiple technologies

Inconsistent set of capabilitiesLow e-Delivery penetration (7.5%)Gaps in availability of capabilities


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Case study A large financial institute (Cont..)

Email MobileWidgets

Paper StatementsCombined Statements

Collections noticesMarketing Materials

Advices/ConfirmationsResearch

Transaction Journals

Typesof

communications

AlertsFraud Affidavit

High volume phone callsPayments

ApplicationsWelcome Kits

Direct Mail

Delivery

Channels

ATMRSSRSS WebFAXSMS

Currently$.30 - $5.00

per transaction

Migrate to$.03 - $.10

per

transaction

0 - 90% Cost reduction

educe carbon footprint

AVAcorp E-Delivery Solution

Documents

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