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Transform your CCM HP Exstream

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Customer relationships are vitally important

Most enterprises struggle to connect with customers in a meaningful way. Bills and statements—the most common customer touch-points—are often confusing and impersonal, leaving customers unimpressed and less than satisfied. To engage customers and build loyalty, enterprises need to not only rethink their existing documents, but also harness electronic formats and channels and make use of their vast amounts of customer data to create personalized, targeted and interactive communications for every stage of the customer life cycle.

Transform the customer experience HP Exstream’s software platform embraces a host of capabilities to dynamically access data and content from multiple sources to create targeted customer communications and deliver them to virtually any print or electronic channel. From an intuitive user-interface, you can build structured, on-demand and interactive communications that can help form long-lasting customer relationships and drive top-line revenue growth. Design, deliver and strategically manage a wide portfolio of customer communications—including letters, bills, policies, quotes and proposals, statements, brochures, emails, and even text messages and other content destined for mobile and tablet devices—that treat customers as people, not account numbers. With HP Exstream, you can grow your business by making every customer touch point more profitable while increasing operational efficiencies.

HP Exstream transforms simple communication into meaningful conversations. It can enable real-time multichannel communications while aiding customer satisfaction and retention, increasing referrals, and boosting response rates. All of that is proven to pay off for your customers—and your bottom line.

Make meaningful connections The ability to deliver timely, personalized communications to virtually any print or electronic channel is essential to your business processes. Making sure your recipients get the right message helps attract and acquire new customers, and it builds trust with your existing customers, leading to lasting relationships.

HP Exstream helps you engage your customers at every stage of the customer life cycle and foster stronger relationships by making personalized communication simple. Its intuitive user interface puts the power into the hands of business users instead of IT and lets them send the right messages to the right people, at the right time and in the right format.

1 Le Clair, Craig. “The Forrester Wave™: Document Output For Customer Communications Management, Q3 2011.” Forrester Research, Inc. September 14, 2011.

HP Exstream was ranked first in current offering and market presence among top DOCCM vendors in the “The Forrester Wave: DOCCM report, Q3 2011”1

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For example, you can give marketing the freedom to quickly respond to a competitive offer or an unexpected change in the marketplace. With HP Exstream, they can create and manage targeted, prioritized messages for quick insertion into print and electronic bills and statements at production time, or generate text messages or emails with targeted offers and promotions. And with a controlled editing environment that can reduce risk while maximizing personalization, customer service can create fully customized, one-to-one communications. From monthly statements produced by the millions, to a single communication from a customer service representative to a customer, delivered precisely at the moment of need, HP Exstream makes every customer communication count.

Get the most from your communications If your business is like most, you have made substantial investments in improving customer document applications—the high-volume statements, bills and notices that drive and sustain your business. These documents are built to streamline the incorporation of vast amounts of business content and customer data to produce communications for millions of customers.

Wouldn’t it be nice if you could take advantage of the investments you’ve made in your structured document applications by using them to drive the new communication formats and delivery channels that customers are demanding?

HP Exstream lets you use content from your existing documents and systems to deliver to the web, SMS and email, while providing real-time content for smartphone and tablet-based apps. More than just new forms of communication, these channels can generate new revenue opportunities, reduce costs, and produce outstanding customer experiences.

Not only will you be able to produce multiple communications from one document source, but all of your communications will be consistent, up-to-date, compliant, and relevant to your customer’s needs.

Communications for every step of the customer life cycle

Proven: customers receive a positive ROI and increase renewals and retention

Attract • Marketing campaigns

• Targeted direct mail

• Quotes and proposals

Service • Statements

• Bills

• Notices

• Personalized newsletters

Grow • Targeted offers and promotions

• TransPromo messages

• Loyalty programs

• Agent postcards

Acquire • New products and services

• Enrollments

• Account openings

• Contracts

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Get closer to your customers than ever before

HP Exstream can help make enterprises more profitable by facilitating revenue growth and saving millions of dollars each year. A single, intuitive solution for all of your customer communications across the enterprise, HP Exstream can eliminate point solutions, streamline business processes, and significantly reduce printing and postage costs.

In short, HP Exstream can help you create new revenue while saving time and money. Following are some of the business benefits you can expect with HP Exstream.

Provide an intuitive interface for users HP Exstream makes it easy to design and manage your document applications. The straightforward, role-appropriate user interfaces provide intuitive access to the breadth of HP Exstream’s extensive capabilities. Designed to meet the needs of every business user, it delivers an accessible software experience for people with disabilities by supporting screen readers and alternative input devices.

Access all of your customer and business content HP Exstream simplifies integration with existing IT environments and corporate systems by dynamically accessing data and content from multiple sources in virtually any format, without the need for expensive data normalization projects. Because it can access all of your current systems and data, it enables rapid deployments by fitting into your IT environment, including service oriented architectures (SOA). Data can be visually mapped directly into HP Exstream from a wide variety of file formats, including XML, delimited, columnar and ODBC sources, as well as legacy data formats like COBOL copybooks and print files.

HP Exstream interacts with application systems like CRM, ERP and other enterprise systems. Data can be shared through standard file access methods, message queues and web services—including REST and SOAP-based methods—to acquire content, update systems or create documents in real-time.

In addition, HP Exstream can access and dynamically import content like PDF files, images, logos and more from content management systems.

Easily create clarity from complexity Develop complex documents with the most sophisticated composition requirements, from one design interface, no matter what the delivery channel. You can leverage the same approved content and design resources and deliver and present them in way that is appropriate to each of your target delivery channels. This provides consistency and control over the appearance and behavior of the communication. Create a variety of document applications, from complex transactional communications—including variable color, messaging, 3-D charts, and advanced tables—to long documents, direct marketing, online correspondence, eFulfillment and much more. You can easily manage content—like messaging campaigns and compliant content—by effective dates and jurisdictions, ensuring appropriate content is automatically included at the right time in documents and communications.

Reduce document development time by up to 85%

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Support regional needs and global growth HP Exstream supports complex multi-language requirements in a single Unicode product, with broad support for documents (including those containing barcodes and URLs) that use double-byte character sets (DBCS). Users can easily switch between language layers in Interactive documents, and language translation tasks are aided by special user-interface views.

This allows enterprises to meet domestic requirements for providing communications in a customer’s preferred language, and to easily adapt document applications as the enterprise moves into new global territories with new language requirements.

Deliver better, faster responses to customers Award winning HP Exstream Interactive lets you create “Live” documents that help your customer-facing employees quickly and easily follow up one-on-one customer interactions with highly personalized communications. By balancing business compliance and standards with the freedom to create truly personalized, one-to-one communications, HP Exstream Interactive is proven to positively impact business growth.

From an intelligent, intuitive user-interface, this award-winning customer communication solution2 guides users in creating individual communications that leverage HP Exstream’s unrivalled capabilities to dynamically access your data and content from multiple sources and deliver to virtually any print or electronic channel. Integration with your systems and processes is now faster and easier than ever, with HP Exstream’s integration framework that can speed deployments up to 50 percent.3

Sales representatives, agents, customer service representatives, brokers and branch office personnel are guided through the Live document’s controlled, auditable editing experience with context-sensitive help and interview pages, which reduces the time spent completing documents from hours to minutes. It also improves responsiveness by optimizing the marketing messages that appear on the document, based on feedback gained from the real-time customer interaction. Certain sections of the document are automatically populated with approved content based on user input, while other areas can allow personalized text and graphics. Automatic revision tracking and a change review panel speed the electronic workflow approval process.

Completed documents can be easily printed locally, saved as PDF and emailed, or printed as part of a batch process. In addition, Live documents can drive any number of automated fulfillment processes, even sending customized communications to multiple recipients.

HP Exstream portfolio

2 HP Exstream Interactive received the 2011 “Innovator of the Year Award” from Xplor International. 3 Based on HP internal data.

Trusted in the market for more than 10 years—over 700 customers around the world use HP Exstream

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Deliver the right communication in the right format Assign content from existing applications for use in virtually any print or electronic channel with HP Exstream Multichannel. Leverage your existing print applications and content to deliver the content you choose to multiple electronic channels including the web, SMS, and email, while providing real-time content for smartphone and tablet-based apps.

Your customers can receive the content they need in the format they prefer, and you’ll avoid the costs, hassles, and risks of managing content separately for print and electronic channels.

Leverage all of the communication assets in your enterprise document applications to start new multichannel projects. Simply tag content and messages for incorporation into personalized communications of any type. Content can be tagged for output to one or multiple channels, giving you the flexibility to customize information and formatting for each channel. You can output account balances and a limited number of transactions to SMS, for example, while providing more robust account information and targeted offers for smart phone apps.

Not only will you be able to produce multiple communications from a single source of content and a single design, but all of your communications will be consistent, up-to-date, compliant, and relevant to your customer’s needs.

Confidently send multichannel communications Take advantage of the benefits of emerging electronic channels without compromising your business’s stringent delivery requirements. HP Exstream Delivery Manager lets you encourage customers to choose electronic communications over paper to save printing and postage costs while minimizing risk. For on-demand, real-time and structured communications, if a primary delivery method fails, the software automatically sends through secondary channels.

Our integration with ExactTarget gives you consolidated visibility into delivery, tracking, and response information for electronic communications. Choose delivery to an unlimited number of configurable failover channels to make sure customers can receive your critical communications in the event of delivery failures or bounce backs. You can also log all delivery activity, enabling you to track whether or not messages were opened or got snagged in a spam filter.

Drop targeted messages into complex documents Content experts within and outside the enterprise can collaborate on content creation, without affecting design production parameters like document layout, data, output, and operational controls.

Using nothing more than a browser, HP Exstream Remote Collaboration lets users create, edit and modify targeted messages, and rapidly incorporate them into document applications. Prioritize, select, and integrate messages into the document at run time, depending inclusion and exclusion rules, and customer data parameters. Intelligent proofing capabilities ensure an appropriate and effective implementation of your message and speed the time from concept to production.

Content experts can create virtually any message type, from a simple text message, to mixed text and graphics, for integration into a fine-tuned messaging campaign.

Generate documents in real time Initiate on-demand documents by a real-time web-based system or other in-house customer system. On-demand delivery integrates with your enterprise’s existing message layers and custom-built systems to produce fully personalized documents—such as correspondence, notices, and online statements—in real time. Any HP Exstream document can be delivered on-demand, even those originally designed for structured, high-volume batch processing. HP Exstream is unique in the marketplace because it uses the same engine to produce personalized communications in both very high volumes (millions at a time) and on demand (one at a time).

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Easily manage an ecosystem of design databases Ensure your customers receive consistent messages and branding from every area of your business in the communications they receive. For the most complex businesses, HP Exstream Application Manager (EAM) offers a means to effectively manage an ecosystem of diverse HP Exstream design databases. HP EAM also provides incredible flexibility and saves time for the departments and organizations that contribute content for your customer communications.

Speed deployment and ease integration Most businesses can’t afford breakdowns in their document creation and delivery processes, and for some it might mean putting millions of dollars at risk—such as when statements are not sent out on time due to production errors. HP Exstream Command Center facilitates the quick and easy deployment of HP Exstream by allowing administrators to set delivery parameters for nearly any production environment—even when printing is outsourced.

HP Exstream Command Center enables automated job scheduling configured specifically around your HP Exstream application requirements. It lets administrators plan, schedule and optimize document production and supports any production environment system, from the most basic to the very complex.

Produce fully personalized documents in high volumes Regardless of document type, variable content, or delivery channel, HP Exstream lets you easily produce vast numbers—millions per CPU hour—of complex, structured documents that will connect with each of your customers individually. Maximize efficiency by controlling postage weights, preparing data for postal sort, driving inserters, and householding documents to improve customer satisfaction and save printing and postage.

Testing document applications is simple too, which significantly improves productivity and optimizes performance. While viewing test documents, you can simply click a design object to enter the design environment and make changes.

There are several options for AFP and other high-volume print formats that enable you to view, compare, transform, and enhance your documents. It natively integrates with your operational systems and processes. Broad support for digital color devices means you can easily output full or spot-color documents for Indigo, IHPS and other digital color printers.

HP Exstream Professional Services HP Exstream Professional Services offers your business the chance to optimize the HP Exstream software solution from the outset. We act as your trusted partner and advisor, keeping the bottom line and future growth of your business in mind. Leveraging many of the same experts who developed the technology, our services include a wide range of packaged offerings and customizable options to accommodate any budget.

HP Exstream consultants are the most experienced in the industry, with over 500 years of combined experience in document composition, print, and mail production systems, and output management. We have helped over 90 Fortune 500 Companies develop business solutions that changed their business. The results of the Professional Services team’s influence can be seen in the millions of customer pages produced each month using HP Exstream. HP is a global organization with an unparalleled network of resources available to ensure the success of your customer communications management implementation.

Customers who take advantage of our service and support offerings have faster, more successful implementations and maximize their return on investment.

4 Based on HP internal data and DALBAR winner list at dalbar.com.

HP Exstream customers have won 58 DALBAR awards for outstanding customer communications4

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© Copyright 2011, 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

4AA3-6910ENW, April 2013, Rev. 1

Foundation for HP Customer Communication Solutions To address common business process challenges and specific industry-driven customer needs, HP offers industry-specific solutions as part of the HP Customer Communications portfolio. Based on the HP Exstream platform, these solutions may include other HP or third-party technology, products and services. Following are some of the industry solutions currently available.

Insurance • HP Agent Enablement helps insurance companies provide agents with access to

communication solutions driven by the full force of their customer and corporate data and content, while remaining targeted and controlled.

• HP Claims Correspondence addresses settlement delays and costly labor inefficiencies by providing claims professionals a unified view of claimant information to make faster decisions and improve customer interactions.

• HP Policy Accelerator enhances security and helps you make policy setup and servicing more cost-effective and customer-centric by improving the productivity and effectiveness of your customer-facing agents and support staff.

Banking/mortgage • HP Loan Origination Accelerator automates all document management functions within the

origination process from a comprehensive platform and tool-kit.

Healthcare • HP Patient Communications enables healthcare providers to improve patient interactions and

reduce readmissions with more targeted and meaningful communications to patients, physicians and other caregivers.

Why HP? HP has developed and implemented customer communications solutions in hundreds of Fortune 500 enterprises around the world.

In addition, HP offers a wide range of training, consulting, and technical support services to maximize your investment in our products.

Contact us Contact an HP Exstream representative to find out how we have changed the way our customers do business. For more information about the HP Exstream customer communication management solution, please contact us at exstream.info@hp.com or 866-318-5925.

Learn more at hpexstream.com

HP Exstream is an intuitive, end-to-end customer communication solution proven to make every customer interaction more profitable