Copyright 2006, Chordiant Software, Inc. | 23 February 2006

Enterprise Sales & Service Desktop

Polish FSS Banking Forum,

Anthony Morris,

Director Financial Services

Multi-Channel Banking Challenges

Contact Center

Duplicate data entry into multiple systems

Manual navigation across multiple systems

Inconsistent, irrelevant offers

Manual tasks & decisions

Siloed process logic & mixed architectures across channel apps

Difficult to deploy process, rules, regulatory changes consistently

across channels

ITHigh-cost to implement; limited

re-use across channelsPressing need to renew

aging branch infrastructure

Teller

Bank Branch

Platform

Transform branch into sales outlet or ‘store’

Missing revenue opportunities:

Sporadic offers & new customer follow-up

Inefficient servicing hindering sales

capacity

Self-Service Isolated processes; built differently than other channels

Limited capabilities vs. other channels

Customer

Inconsistent communication, information & service quality

reducing customer loyalty

Legacy Banking Desktops

5 Systems to handle the most routine customer

enquiries

Customer data locked in multiple systems – no single

view

Wasted time and effort –navigating through multiple systems to perform simple

tasks

Duplication of IT & User resources (logins,

authentication, etc.)

Difficult training curve

Expensive to maintain multiple systems

Inability to effectively cross sell due to cumbersome

processes

Extensive re-keying of data,No reuse of existing

customer information

High cost, low productivity, inefficient, poor service

Sample Legacy Banking Environment:Disparate Sales & Service Operations

HIGH AVERAGE ADMIN TIME LOWER SHARE OF WALLET

ACCESSING SYSTEMS

FORMS & DOCUMENTATION

MANUAL NEEDS ANALYSS

RE-KEYING DATA

APPLICATION DATA CAPTURE

FUNDING ACCOUNT

PRODUCT LOOK-UP

SETUP SERVICES

“ADMIN”TIME

PROACTIVE MARKETING

CROSS SELL/UP SELL

PRODUCT ADVISORY

NEEDS ASSESSMENT TIME SPENTSELLING OR

IDENTIFYING“SOLUTIONS”

ACCESSING SYSTEMS

PRODUCT/POLICY TRAINING

DATA CONSOLIDATION

DOCUMENTATION

FEATURE BASED RULES SETUP

FUNDING

ONLINE CREDIT CHECK

CROSS SELL UP SELL

PRODUCT ADVISORY

CORRESPONDENCE

NEEDS ASSESSMENT

Chordiant Powered Unified Sales & Service

Blended Sales & Service Desktop

VALUE/RISK BASED PRICING

BEFORE

AFTER

ConsolidatedProcess

Application

EnterpriseBusinessService(s)

Hot key mapping; desktop swapping; integrated email, chat & knowledge-base search

Chordiant Powered Unified Sales & Service

CTI integrated directly into desktop environment

Agent Availability Phone Line Status Outbound Calls Call Timers

Guided processes automate routine tasks; based on user role & skill

Unified, real-time view of customer products, history & current alerts

Configurable look and feel

User friendly front end to legacy systems reduces servicing complexity

Complete multi-channel history of all customer contacts & activities including marketing offers & response

Enterprise Sales & Service

• User Empowerment• Two click access to any

customer function• Less time focused on systems,

more time focused on customers

• No data duplication, redundancy or multi-system access for even the simplest functions

• Multi-Session (customer), multi-activity access

• Reduced cost through improved efficiencies and productivity

• Increased ability to automate core services and focus on selling when and where appropriate

• Support for flexible business and operational models

• Elevated customer experience• One Tool, One Click Access,

Simplicity in Front Office Processes

Enterprise Sales & Service with Chordiant

Benefits of a Blended Sales & Service

• What makes a unique, flexible, open and highly useable and agile Sales & Service Platform?

� Consolidated Business Functions

� Consolidated Desktop Tooling

� Ease of System Adaptability (Business, Operations, Technology)

� Ease of System Flexibility (Weeks, not months)

� Simplicity and Power for the User

� Incremental, low risk deployment

� Business, Technology & Operations Alignment

� Business empowerment vs. limitation

� Leveraged experience

� A recognition that the software strategy is but one piece to the ‘puzzle’

Search for & Authenticate

Customer

•User Login•Entitlement establishments•Manual (user), CTI, or device driven search•Authentication Token / Challenge Quests•Verify Customer Authenticity

Present Present Present Present ConsolidatedConsolidatedConsolidatedConsolidated

RealRealRealReal----time Profiletime Profiletime Profiletime Profile

•Real-time profile•Multiple Data Sources•Presented according to user role/entitlements•User can initiate any appropriate customer activity•Activities window provides access to customer functions

Invoke Customer Invoke Customer Invoke Customer Invoke Customer Service ItemService ItemService ItemService Item

(e.g. Funds Transfer)(e.g. Funds Transfer)(e.g. Funds Transfer)(e.g. Funds Transfer)

•Screen layout drives required data fields (pre-populated where appropriate)•Appropriate rules and policies governed within function

Dynamic, Appropriate, Dynamic, Appropriate, Dynamic, Appropriate, Dynamic, Appropriate, ‘‘‘‘Segment of OneSegment of OneSegment of OneSegment of One’’’’Offer GeneratedOffer GeneratedOffer GeneratedOffer Generated

•Chordiant Decision Management evaluates customer profile, purpose of interaction,propensities and adaptive indicators in order to determine to launch specific offer

•Agent can explain offer and system guides them through next step actions

•Referral details can be pre-populated or quickly captured•Referrals can be routed to the agent most capable of dealing with them•Sales or Retention referrals/activities can be fully automated, ensuring NO business is ever lost

Generate Referral toGenerate Referral toGenerate Referral toGenerate Referral tofollowfollowfollowfollow----up for new up for new up for new up for new

businessbusinessbusinessbusiness

A Local Case Study

Customer Results

Reduced Operating Costs• Workforce utilization ���� 10%

• User productivity ���� 30%

• Head count ���� 20% while volume ���� 50%

• Processing steps ���� 20%

• Application processing time ���� 15%

• Screens accessed ���� 25 to 3

• Time to competency ���� 30%

• IT support costs ���� 20-35%

• Development costs ���� 30%

Revenue Growth & Favorability• Process time ���� 10% frees 45,000 hours

annually

• Customer retention ���� 10%

• Sales conversion ���� 20%

• Close rates ���� 50%

• Service efficiency ���� 25%

• Turnover ���� 10-20%

Why Banks Win with Chordiant

To deliver the best possible To deliver the best possible customer experience.customer experience.

• One platform that delivers on business & IT strategy

• Infused, real-time & dynamic customer offers & agent decisions

• Next best action to drive dialogue and process behavior

• Enterprise business processes that tie together disparate systems to achieve front office simplicity & efficiency in a singular, multi-channel/product environment

• Consistent delivery of brand & service promise across all interaction channels

• Applications & Tools that empower users, business and IT, without sacrificing existing investments

Copyright 2006, Chordiant Software, Inc. | 23 February 2006

Thank-You !

Unified Sales & Service: Solution Detail

Enterprise Sales & ServicePlatform

Chordiant SOA/J2EE ‘Container’

3rd PartyApps

3rd PartyApps

3rd PartyApps

3rd PartyApps

CoreBankingSystems

CoreBankingSystems

CoreBankingSystems

CoreBankingSystems

INTEGRATION SERVICES

ENTERPRISE DATA/OBJECT LAYER

INTELLIGENCE & DECISION SERVICES

PROCESS ORCHESTRATION & CASE MGMNT

INTERACTION / PRESENTATION

• What functions are deployed into this ‘framework’ are dictated by your short term business need/pain point, ROI & benefits realization

• The solution framework is the concept by which the deployment of new capability will be realized

• Chordiant’s approach is to optimize the framework & its’ components, without sacrificing the type of functionality that must be deployed within it

……with any 3rdwith any 3rdParty ServiceParty Service

Any Front EndAny Front End……

Unified Sales & Service: Solution Detail –How We Do It

……to any to any

Back EndBack End

True SOA/J2EE,

Desktop Agnostic

True SOA/J2EE,

Desktop Agnostic

Deep CardContent

Deep CardContent

Real-TimePredictive Decisions

Real-TimePredictive Decisions

Common Business Processes

Common Business Processes

Optimized to address specific business problems…

Proven - Reliable - Scalable 5th Generation Banking & Credit Card Components

Unified Sales & Service: A Realistic Approach

• Taking a Holistic, Enterprise View, within an incremental approach� Don’t boil the Ocean, but chip away at

the stone• Reuse, Renew & Augment = gradual

change with measurable impact• Component & Services oriented

solutions vs. Big Bang, Monolithic, Rigid applications� One Size Fits All Approach = High Risk

• Maximize Industry Standards, tools and platforms = Low Risk Technology Investments

• Learn from experience, incorporate leading practices

• Deliver Business & IT Value, at an acceptable cost threshold

• Travel the journey together, link our success to yours!

Chordiant in Banking: A New standard

TTHEHE CCUSTOMERUSTOMER EEXPERIENCEXPERIENCE CCOMPANYOMPANY

Chordiant Overview

Founded in 1997

Symbol NASDAQ: CHRD

Headquarters: Cupertino, Ca.

Offices: New Hampshire,

London, Amsterdam, Munich &

Bangalore

200+ Global 1000 Customers

Half the Top 20 World Banks

Half the Top 10 World Insurers

Chordiant Customers

Copyright 2006, Chordiant Software, Inc. | 23 February 2006

Thank-You!

Example: Present Offer

Business Process Actions(e.g. Funds Transfer)

Initiate ProcessCall Data, Decisions

Process Rules

Real-TimeDecisining

Refine Strategy / RulesPush Updated Messages

Business Process Actions

Continue Process OrchestrationMap Data

QRTS

REAL TIME DATA ACCESS, MULTIPLE SOURCES, NO REDUNDANCY

Present UI

Paint GUIChannel & Role Specific

Copyright 2006, Chordiant Software, Inc. | 23 February 2006

QUESTIONS