Presentation Booting Up…

Agenda

About NEWGEN

Our Understanding about MDwise

Why CCM?

NEWGEN Solution Architecture

Case Studies

Why NEWGEN?

NEWGEN Snapshot

Software Products in CCM, BPM and ECM

800+ installations in 40 countries

Credited with some of world’s largest implementations

FY 10-11 Revenue – $29,000,000

Employee Strength – 1000+

Innovative Culture, Dedicated R&D centre, 35 patents

Certified for ISO 9001:2008, ISO 27001:2005 and

CMMI Level3

InvestorsInvestors

OfficesOffices

USA

UK

UAE

India

Emerging India Award for IT, ITeS & ICE

Significant player in Banking

Market Leader in DM & WF

Innovator in ECM

2010 ECM & BPM MQ Report

Fastest GrowingFastest Growing

Significant PlayerSignificant Player

Market LeaderMarket Leader

InnovatorInnovator

Very Large InstallationsVery Large Installations

Global WinnerGlobal Winner2009 Red Herring 100 Global Winner

NEWGEN Industry Recognition

Our US Customers

Our Understanding about MDwise

Use Business Intelligence, Data Integration Software from SAS

Provide Medicaid to 300,000 members

Make appx. 40,000 phone calls and send appx. 900,000 letters each month to your members

No automation as yet for Customer Communication

Spend significantly on ATL, BTL Marketing

Mission - To enhance Customer Experience

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

Why customer experience is important ?

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

Study

2% increase in customer Retention leads to 10% Revenue increase

Customer Retention

Revenue

Customer Retention

New CUSTOMER CREATION

Acquiring new customers can cost five times more than satisfying and retaining current customers

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

Common CMO Pain Areas

Overcrowded, competitive markets

Service differentiation is difficult

How do I make the communications more relevant and appealing

One Stop solution for Enhanced Customer Experience.

Harness Marketing Potential using CCM.

What is CCM?

“Customer Communication Management is a convergent set of Information Technology solutions that together provide Marketing Communication professionals the ability to advance the way that they communicate with their customers.”

Gartner Group, Forrester Research and Madison Advisors

WHY CCM?

Traditional Marketing is losing its impact with each passing day

Consumers tend not to pay required attention and sometimes even ignore these adverts

Contrarily, transactional documents are opened and read by more than 90% of consumers and are more likely to be studied for longer

Also, inclusion of advertising material along with transactional statements is not penetrating!

WHY CCM?

What needs to be done?

The best way for blending transactional document with promotional campaigns needs to be evaluated

Targeted and well positioned messages should be generated and distributed to customers

Customer interest should be tracked to identify promotion effectiveness with the objective to acquire all the relevant details about the customer

WHY CCM?

NEWGEN Customer Communication Management System (O2MS) is one-stop solution for managing enterprise output in a seamless, cost-effective manner that impacts your business’ top-line and bottom-line required for communicating effectively with customers.

Business Challenges

Up-Selling & Cross-Selling is required for targeting the right offer to the right customer on the basis of analysis of transaction

Capturing customer interest on various promotions for lead generation

Consolidation of multiple products like Hoosier Healthwise Program, Care Select Program, Healthy Indiana Program

Consolidation of multiple systems like Claims Processing, Enrollment and Provider Communication

Cross Selling

EXAMPLE

Dynamic Hyperlink

EXAMPLE

Business Challenges

Graphical and textual analysis of Information present in the statement to enhance customer experience

Distribution to multiple output channels like print, email and web presentment is challenging due to high TAT for replicating changes

Dependency on Vendors/IT experts for performing minor changes on different systems leading to escalated costs

Enforcing branding guidelines like font style and background to ensure consistency in all customer communication for brand creation

Solution HighlightsOMNIOMS

NEWGEN Solution

Deployment of O2MS engine for NEWGEN Solution interacting with disparate systems & distributing statements across multiple output channels

Statement Archival in O2MS repository for volume independent search & retention management

Enforcing branding guidelines by using base-lined Template and Style gallery

Bounced mail tracking & instant ROI by controlling wastage & ensuring statement reaches end customer

NEWGEN Solution

Defining multiple distribution cycles for same statement in accordance with end customer’s distribution frequency

Integration with Internet Banking & CRM by exposing Web Services

Design/Authoring Tool for easy designing with Drag & drop interface

Unicode support for locale specific web portal for business users & generating statement as per end user’s preferred language

Benefits fromOMNIOMS

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

Key Benefits

Components

NEWGEN Solution Architecture

Portal/E-Forms

Email Requests

Event Based Triggers

Template Design Approvals Sampling & Final Approval

Core Systems

On Demand Communication

Web Presentment

Emails

Print

Mobile

Input Channels

Output Channels

Archival & Record Mgmt

Request

Automated Rule Based Collation & Processing

Template Management

Interactive Communication

Request Initiation Routing Editing Approval

Structured Communication

Batch Initiation/

ConsolidationSample Approval Final Batch Run

Event

Dashboard for Real Time Monitoring

Structured Output Engine

Correspondence Generation

Engine Delivery Engine

CRM

Composition Designer

External Systems

Document Output Management

Adobe InDesign

MS Word

Document Authoring Tools

Rule engine

Case Studies

Business Challenges:

Consolidation of Information from Multiple Source into Single Customer Statements

Enforcing Branding Guidelines

Multiple Cycle of Customer Statements

Archival of historical Customer Statements

Tracking of Returned Mail

Enhancing Customer Experience

Case Study - Global Bank

Solution Provided:

Deployment of O2MS Engine 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

Case Study - Global Bank

Letter Generation for Leading Healthcare Payer

Automated letter generation in specified templates by taking inputs from multiple systems; ensuring zero manual error

Storage of output communications helped in cost saving and real time access

Business users were empowered by making available communications online for future references

Tracking of already sent communication was made possible

Template version management to ensure consistency in communication

Eliminated the chances of loss of correspondence due to manual mistakes

MIS for higher management

Why NEWGEN?

Entire gamut of Business Process, Output & Tech Consulting

First-time right, tailored solution owing to our industry knowledge

Fastest implementation cycles in the industry

Complete ownership of the deployment

India Delivery advantage passed on to you

Flexible licensing to suit the enterprise needs

Operational integration of distributed branches & central location

Last mile integration, partnership with other core system players

One-stop shop for Report Archival and Output Management products

Highly focused on leading edge product development

Support for mission critical processes across multiple locations

24 x 7, reliable support for your organization

Comprehensive Product Range

Comprehensive Product Range

Industry Domain Expertise

Industry Domain Expertise

Enterprise-wide Coverage

Enterprise-wide Coverage

Rapid DeploymentRapid Deployment

Mission-critical Process SupportMission-critical Process Support

Value for MoneyValue for Money

 

Multi Currency, Multi Language, Multi ERP, Multi Process, Multi TimeZone

Growing (35%) faster than the industry (30%)

 

70% is repeat business

Architecture caters to current and future needs even after organic or inorganic growth

Services - Consultancy, Implementation, Training & Support

 

Why NEWGEN?

Competition:

Most of the solutions are not ready for full enterprise requirements

Have limited presence

Are focused on a particular industry

Lack a strong workflow &/or ECM support

Why NEWGEN?

We work as a Partner, not as a vendor!

ONE MORE THING.

Thank You