anz momentum day 2012


Communicate the Way Your Customers Expect

Mani Raman

Sales and Alliances Manager

MOMENTUM DAY ANZ 2012 | SYDNEY| 29TH AUGUST 2012



CUSTOMER EXPERIENCE




DEFINE CUSTOMER

EXPERIENCE




WHAT IS THE

IMPACT?


MOMENTUM DAY ANZ 2012 | SYDNEY| 29TH AUGUST 2012 MOMENTUM DAY ANZ 2012 | SYDNEY| 29TH AUGUST 2012



Cost of Improper Communications

Investment firm fined £7.7M and up to £60M in refunds

• Misleading product brochures and other documents given to customers

• Approximately one in seven investors affected • Highest fine in FSA history



COMMUNICATIONS CUSTOMER



BANKING COMMUNICATIONS

BUSINESS DRIVERS



Allow business users to design, edit, approve, and maintain from various devices

Support existing enterprise infrastructure; ECM, CRM, ERP, Case Management

Use one communications platform, on-premise or on the Cloud

Support delivery to print/mail, email, web, fax, mobile, text messaging

Provide timely, relevant, accurate communications

Customer Communications Trends

Personalisation

Multichannel

Consolidation

Integration

New User



How xPression Works Channels Generation

Statements

Marketing Materials

Correspondence

Contracts & Policies

Process Design

Line of Business Data

Enterprise Content Management

Popular Design Tools

Print

Email

Archive

Web

Mobile

Batch

Interactive

Workflow

On-Demand



Key Features: Advanced Personalisation and Customisation

Personalised and timely information

Relevant images automatically inserted & centrally managed

Personalised charts & graphs

Interactive customisation

Advanced table customisation

Print

Archive Mobile

Web

Email

• Automated assembly & publishing

• Real time, interactive, and high-volume batch

• Multi-channel delivery

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Online and offline Archive capabilities Channel optimized

output

Drivers

MULTI-CHANNEL DELIVERY

Customer-preferred Delivery method



Key Features: Integrate with Existing Systems

Capture & Manage Content

Approve

Multichannel distribution

Assemble Content & Review Case archive

• Integrate CCM With Case Management • Centrally Manage Content And Approvals • Automatically Archive All Communications

Initiate Case

Trigger Output

Notify Partner

Alert Supplier

Send updates



Key Features: Support the New User – Fit-for-Purpose Design Tools

Visually-rich output

• Statements and Bills

• Marketing Materials

xPresso for Adobe InDesign

Text-based output

• Correspondence such as letters, notices and bills

• Sales Proposals

• Contracts

xPresso for Microsoft Word

Electronic output

• HTML/text emails

• Personalized, dynamically generated web pages

xPresso for Adobe Dreamweaver

Regulated Output

• Policies

• Interactive Contracts and Correspondence

• Sophisticated content rules

xDesign



EMC ONDEMAND

DEPLOYMENT? WHAT ABOUT



Solid ROI Possible within One Year

“Evaluating the ROI of correspondence management proves that organizations can realize a return within a year by optimizing content production, consolidating vendors and systems, and reducing paper usage.”

“The ROI of Correspondence Management”, Forrester



Intelligent Customer Communications

Improve customer experience with relevant, timely, mass personalised communications

Quickly generate highly customised communications using familiar tools from Microsoft and Adobe

Produce intelligent multichannel communications on-demand, interactively, via workflow or batch, with one system

THANK YOU