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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