Customer Communication

Management

OrganizationDesigner

Design templates

Customer Communication Management Solution

HR

Fina

nce

Marketin

g

CRM

Core

Bankin

g

ERP

Lega

cy

Syst

em

Structure

d

Inte

ract

i

veO

n-

Dem

and

Regulatory Bodies

CustomersPartner

Operatio

ns

Source: "Customer Experience Correlates to Loyalty," Forrester Research, February 2009

Why customer experience is important ?

Study

Customer Retention

Revenue

Customer Retention

New CUSTOMER CREATION

Source : Prentice Hall, Leading on the Edge of Chaos, by Emmett C. Murphy and Mark A. Murphy.

Objective is to move customers from satisfied to loyal and then from loyal to advocate

Business Challenges

CO

NS

OLI

DA

TIO

N

Consolidation of multiple systems

Core Banking Loan Management System Wealth Management System CRM

Consolidation of multiple Products

Account Statement Credit Card Statement Investments and Loan

Compliance with Industry Regulations

Control over customer communication to meet regulatory requirement

Ability to quickly respond to regulatory changes

MA

NA

GIN

G P

RO

MO

TIO

NS

Capture Customer Interest Capture customer interest on

promotion for LEAD GENERATION

Up-Selling Cross Selling Targeting right offer to right

customer on the basis of analysis of transaction

CH

AN

GE M

AN

AG

EM

EN

T

Multiple Output ChannelsDifferent Systems for Printing, Email and Web Presentment

Changes to be Replicated Across Multiple Channels Longer Approval cycle High TAT(Turn Around Time) for roll out of Changes / New Products No Version Control Mechanism Multiple Templates for Multiple Cycle

“System Expert” Required Experts for different systems required to perform Minor Changes

Dependency on Vendors / expert IT resource Cost – Vendors charge for incorporate changes

BR

AN

D C

REA

TIO

N

ENFORCE BRANDING GUIDELINESBranding guidelines must be followed to ensure consistency in all customer communication for brand creation

LOGO Font Style and Background Page Dimension Header and Body Style

AnalysisGraphical and Textual Analysis on Information present in Statement.

Current Scenario

Is this ordinary Customer Communication sufficient ?

RAW DATA

What is Required?

Data from disparate sources

Targeted Promotions

Graphs

Personalization

CCM Solution

Key Features

Business Rule determined Promotional

Message Conditional Annexure for Cross Selling

Capture Customer Interest through Dynamic Hyperlink

TARGETED PROMOTIONTARGETED PROMOTION

Hyperlink on ImageBusiness Rule – If ( CustomerType = ‘Gold’)

Password Protected PDF Digital Signature in PDF Statements

https:// enabled portal SSO and LDAP Authentication Support

SECURITYSECURITY

TARGETED PROMOTIONTARGETED PROMOTIONXYZ Bank

WEB SERVICES MIDDLE WARE

SECURITYSECURITY

TARGETED PROMOTIONTARGETED PROMOTION

INTEGRATIONINTEGRATION

XYZ Bank

Sampling and Auditing Sequential Sampling

Random Sampling

Searching

Approval Stages Design Approval

Generation Approval

Distribution Approval

MAKER - CHECKERMAKER - CHECKER

SECURITYSECURITY

TARGATED PROMOTIONTARGATED PROMOTION

INTEGRATIONINTEGRATION

XYZ Bank

MAKER - CHECKERMAKER - CHECKER

SECURITYSECURITY

TARGATED PROMOTIONTARGATED PROMOTION

INTEGRATIONINTEGRATION

EASE of DESIGNEASE of DESIGN

Drag and Drop Multiple Layer Support Style Gallery Template Gallery

Graph Barcode Dynamic Image URL

Placeholders for Database Field. System Fields

Solution Highlights

WA

STEA

GE C

ON

TR

OL

Track Undelivered statements Track Undelivered Statements Integration with barcode reader.

Monitor Savings ROI chart shows your Savings Fine-tune Policy for better result

Define Exception Handling Policy

Send SMS Notification to update Address

Stop Sending Hard Copy of Statement Send Only Email Statement

Arc

hiv

al a

nd

R

etr

ieval

Fast Search Index based Search Search on Content/field Volume Independent Search

Archival In Built Secured Content

Repository Adapter for DMS

Bu

sin

ess

Act

ivit

y M

onit

or

Customized Reports Design Your Reports as per your

needs Reconciliation Operation Report Minimum IT Intervention Drill down Reports

Real-time Monitoring Process Completion Status Resource Utilization Map User Specific Customized

Dashboard

CCM Benefits

Single Statement Template

For Multiple Distribution Channel

Loyalty Generation and Brand Building

Consolidate overlapping Technologies

Easy Change Management

Regulatory Compliance

Reducing IT Support

Cost Optimization and better control on wastages

Go Green

Better Up-selling and Cross Selling

Case Study

Case

Stu

dy

Business Challenge

Consolidation of Information from Multiple Source

into Single Customer Statements

Enforcing Branding Guidelines

Multiple Cycle of Customer Statements

Archival of historical Customer Statement

Tracking of Returned Mail

Enhancing Customer Experience

Leading Bank in Dubai

Case

Stu

dy

Solution ProvidedDeployment of CCM solution to send statement through Email

Single statement for multiple products (Consolidation)

Enforcing Branding guidelines by using base lined Template and Style Gallery

Statement archival in O2MS Repository.

Integration with Internet Banking and CRM

Bounced mail tracking

E-Statement Subscription notification

Leading Bank in Dubai

Case

Stu

dy

Case Study- CCM for a leading bank in India

About The Client

The client- is among the first of

the new-generation private

sector

banks granted licenses in the

mid-nineties to drive the

process of

reform in the banking sector.

During this tenure, the bank

has progressed in the areas of

technology-supported

processes, cost-efficient, and

customer friendly banking

systems. The success path has

not only been in the Corporate

and Wholesale Banking but

also in the Retail Banking.

Business Requirements• Streamlining the letter designing and generation process

• Multi-channel distribution of letters as per customer preference

• Higher TAT for roll out of changes in templates

• Faster template creation with expansion of business

• Maintenance of all the design templates for future reference

• Efficient version control of templates

• Completely rule based creation and distribution of letter

templates

• Security on template access

• Audit Trail facility

• Report generation with Graphical and Textual analysis for

informed decision making

• Enforcing Branding Guidelines

• Enhancing Customer Experience

Case

Stu

dy

Case Study- Continues

Key Benefits • Empowers business users to produce customized

communication

• Personalized messages to customers for up-selling and

cross-selling

• Reduced letter distribution cost

• Adherence to regulatory compliance

• Newgen’s CCM works as a data consolidator from various

applications

• Enhanced customer experience

• Availability of on line data anytime anywhere

• Ensures on-time retrieval even with increased database sizes

• Enforcing branding guidelines

• Timely availability of MIS reports

• Automatic scheduled purging of historic data for smooth

processing

Newgen solution• Deployment of CCM solution to

send letter through email• GUI and ability to import

existing letter templates • WYSIWYG tool to design and

review letters prior to generate• Right based user management

to access templates• Efficient version control and

maker/checker facility for template approval

• Seamless integration with existing applications

• Rule based routing of letter templates for quality check

• Maintain audit trails of all transactions

Thank You