customer communication management
TRANSCRIPT
1Company Confidential. Copyright 2012
Customer
Communication
Management
2Company Confidential. Copyright 2012
Good Customer
Experience
Revenue
RetentionReferrals
“Customer Experience Correlates to Loyalty," Source: Forrester Research, February 2009
Why is customer experience important?
3Company Confidential. Copyright 2012
Different types of Needs in Communication
On Demand
Generation
Financial
Statements
Telephone
Bills
Offset &
Digital prints
for Marketing
Material
Welcome Kits
Group Insurance Policies
Technical
Authoring
Business Correspondence
Negotiated Documents
Account
Notices
Web to
Online
Quotes
POS Customer
Documents
Order
Confirmations
On Demand
Correspondence
4Company Confidential. Copyright 2012
Business Challenges
5Company Confidential. Copyright 2012
Change Management
Multiple Output Channels
Different Systems for Printing,
Email and Web Presentment
“System Expert” Required
Experts for different systems
required to perform Minor Changes
6Company Confidential. Copyright 2012
Managing Promotions
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
7Company Confidential. Copyright 2012
Consolidation
Consolidation of multiple ProductsAccount and credit card statement
Consolidation of multiple systemsCRM, Core Banking, loan management
and wealth system.
Compliance with Industry Regulations Control over customer communication to
meet regulatory requirement
8Company Confidential. Copyright 2012
Brand Creation
Enforce Branding Guidelines
Branding guidelines must be followed
to ensure consistency in all customer
communication for brand creation
Analysis
Graphical and Textual Analysis on
Information present in Statement.
9Company Confidential. Copyright 2012
Current Scenario
Is this ordinary Customer Communication sufficient?
Raw Data
10Company Confidential. Copyright 2012
Data from disparate sources
Targeted Promotions
What Newgen’s CCM gives you
WEB SERVICES
MIDDLE WARE
• Business Rule determined
Promotional Message
• Conditional Annexure for
Cross Selling
• Capture Customer Interest
through Dynamic Hyperlink
11Company Confidential. Copyright 2012
Password Protected PDF
Digital Signature in PDF
Statements
https:// enabled portal
SSO and LDAP
Authentication Support
Sampling and Auditing
Approval Stages
Security
Maker-Checker
12Company Confidential. Copyright 2012
Drag and Drop,
multiple layer
support, style
gallery
Graph, barcode
etc.
Placeholders
Ease of Design
Solution Framework - Lifecycle
1. Data Capture
6. Delivery
of output
to print
vendor
4. Generation
of Output
5. Auditing and
Sampling of
generated output
7. Archival
into DMS
2. Creation and
Designing of
Output
3. Approval of
Output through
workflow A
Unified
CCM
14Company Confidential. Copyright 2012
CCM Benefits
Single Statement Template For Multiple
Distribution Channel
Loyalty Generation and Brand Building
Easy Change Management
Cost Optimization and better control on
wastages
9/12/2013 15
Key Benefits
Consolidate overlapping Technologies
Regulatory Compliance
Reducing IT Support
Better Up-selling and Cross Selling
MA
NA
GIN
G P
RO
MO
TIO
NS
A
ND
CO
NS
OL
ID
AT
IO
N
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
Consolidation of multiple systems
Loan/ Wealth Management System and CRM
Consolidation of multiple Products
Account and credit card statements.
Investments and loans
Banking Case Note Global Bank–Business Challenges
CH
AN
GE
M
AN
AG
EM
EN
T
BR
AN
D C
RE
AT
IO
N
AnalysisGraphical and Textual Analysis on Information
present in Statement.
Multiple Output Channels
Different Systems for Printing, Email and Web
Presentment
Changes to be Replicated Across Multiple
Channels
High TAT(Turn Around Time) for roll out of
Changes / New Products
No Version Control Mechanism
Multiple Templates for Multiple Cycle
Enforce Branding Guidelines
Branding guidelines must be followed to
ensure consistency in all customer
communication for brand creation
Thank You