customer communication management
TRANSCRIPT
Presentation Booting Up…
Agenda
About NEWGEN
Our Understanding about MDwise
Why CCM?
NEWGEN Solution Architecture
Case Studies
Why NEWGEN?
NEWGEN Snapshot
Software Products in CCM, BPM and ECM
800+ installations in 40 countries
Credited with some of world’s largest implementations
FY 10-11 Revenue – $29,000,000
Employee Strength – 1000+
Innovative Culture, Dedicated R&D centre, 35 patents
Certified for ISO 9001:2008, ISO 27001:2005 and
CMMI Level3
InvestorsInvestors
OfficesOffices
USA
UK
UAE
India
Emerging India Award for IT, ITeS & ICE
Significant player in Banking
Market Leader in DM & WF
Innovator in ECM
2010 ECM & BPM MQ Report
Fastest GrowingFastest Growing
Significant PlayerSignificant Player
Market LeaderMarket Leader
InnovatorInnovator
Very Large InstallationsVery Large Installations
Global WinnerGlobal Winner2009 Red Herring 100 Global Winner
NEWGEN Industry Recognition
Our US Customers
Our Understanding about MDwise
Use Business Intelligence, Data Integration Software from SAS
Provide Medicaid to 300,000 members
Make appx. 40,000 phone calls and send appx. 900,000 letters each month to your members
No automation as yet for Customer Communication
Spend significantly on ATL, BTL Marketing
Mission - To enhance Customer Experience
Source: "Customer Experience Correlates to Loyalty," Forrester Research, February 2009
Why customer experience is important ?
Objective is to move customers from satisfied to loyal and then from loyal to advocate
Study
2% increase in customer Retention leads to 10% Revenue increase
Customer Retention
Revenue
Customer Retention
New CUSTOMER CREATION
Acquiring new customers can cost five times more than satisfying and retaining current customers
Source : Prentice Hall, Leading on the Edge of Chaos, by Emmett C. Murphy and Mark A. Murphy.
Common CMO Pain Areas
Overcrowded, competitive markets
Service differentiation is difficult
How do I make the communications more relevant and appealing
One Stop solution for Enhanced Customer Experience.
Harness Marketing Potential using CCM.
What is CCM?
“Customer Communication Management is a convergent set of Information Technology solutions that together provide Marketing Communication professionals the ability to advance the way that they communicate with their customers.”
Gartner Group, Forrester Research and Madison Advisors
WHY CCM?
Traditional Marketing is losing its impact with each passing day
Consumers tend not to pay required attention and sometimes even ignore these adverts
Contrarily, transactional documents are opened and read by more than 90% of consumers and are more likely to be studied for longer
Also, inclusion of advertising material along with transactional statements is not penetrating!
WHY CCM?
What needs to be done?
The best way for blending transactional document with promotional campaigns needs to be evaluated
Targeted and well positioned messages should be generated and distributed to customers
Customer interest should be tracked to identify promotion effectiveness with the objective to acquire all the relevant details about the customer
WHY CCM?
NEWGEN Customer Communication Management System (O2MS) is one-stop solution for managing enterprise output in a seamless, cost-effective manner that impacts your business’ top-line and bottom-line required for communicating effectively with customers.
Business Challenges
Up-Selling & Cross-Selling is required for targeting the right offer to the right customer on the basis of analysis of transaction
Capturing customer interest on various promotions for lead generation
Consolidation of multiple products like Hoosier Healthwise Program, Care Select Program, Healthy Indiana Program
Consolidation of multiple systems like Claims Processing, Enrollment and Provider Communication
Cross Selling
EXAMPLE
Dynamic Hyperlink
EXAMPLE
Business Challenges
Graphical and textual analysis of Information present in the statement to enhance customer experience
Distribution to multiple output channels like print, email and web presentment is challenging due to high TAT for replicating changes
Dependency on Vendors/IT experts for performing minor changes on different systems leading to escalated costs
Enforcing branding guidelines like font style and background to ensure consistency in all customer communication for brand creation
Solution HighlightsOMNIOMS
NEWGEN Solution
Deployment of O2MS engine for NEWGEN Solution interacting with disparate systems & distributing statements across multiple output channels
Statement Archival in O2MS repository for volume independent search & retention management
Enforcing branding guidelines by using base-lined Template and Style gallery
Bounced mail tracking & instant ROI by controlling wastage & ensuring statement reaches end customer
NEWGEN Solution
Defining multiple distribution cycles for same statement in accordance with end customer’s distribution frequency
Integration with Internet Banking & CRM by exposing Web Services
Design/Authoring Tool for easy designing with Drag & drop interface
Unicode support for locale specific web portal for business users & generating statement as per end user’s preferred language
Benefits fromOMNIOMS
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
Key Benefits
Components
NEWGEN Solution Architecture
Portal/E-Forms
Email Requests
Event Based Triggers
Template Design Approvals Sampling & Final Approval
Core Systems
On Demand Communication
Web Presentment
Emails
Mobile
Input Channels
Output Channels
Archival & Record Mgmt
Request
Automated Rule Based Collation & Processing
Template Management
Interactive Communication
Request Initiation Routing Editing Approval
Structured Communication
Batch Initiation/
ConsolidationSample Approval Final Batch Run
Event
Dashboard for Real Time Monitoring
Structured Output Engine
Correspondence Generation
Engine Delivery Engine
CRM
Composition Designer
External Systems
Document Output Management
Adobe InDesign
MS Word
Document Authoring Tools
Rule engine
Case Studies
Business Challenges:
Consolidation of Information from Multiple Source into Single Customer Statements
Enforcing Branding Guidelines
Multiple Cycle of Customer Statements
Archival of historical Customer Statements
Tracking of Returned Mail
Enhancing Customer Experience
Case Study - Global Bank
Solution Provided:
Deployment of O2MS Engine 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
Case Study - Global Bank
Letter Generation for Leading Healthcare Payer
Automated letter generation in specified templates by taking inputs from multiple systems; ensuring zero manual error
Storage of output communications helped in cost saving and real time access
Business users were empowered by making available communications online for future references
Tracking of already sent communication was made possible
Template version management to ensure consistency in communication
Eliminated the chances of loss of correspondence due to manual mistakes
MIS for higher management
Why NEWGEN?
Entire gamut of Business Process, Output & Tech Consulting
First-time right, tailored solution owing to our industry knowledge
Fastest implementation cycles in the industry
Complete ownership of the deployment
India Delivery advantage passed on to you
Flexible licensing to suit the enterprise needs
Operational integration of distributed branches & central location
Last mile integration, partnership with other core system players
One-stop shop for Report Archival and Output Management products
Highly focused on leading edge product development
Support for mission critical processes across multiple locations
24 x 7, reliable support for your organization
Comprehensive Product Range
Comprehensive Product Range
Industry Domain Expertise
Industry Domain Expertise
Enterprise-wide Coverage
Enterprise-wide Coverage
Rapid DeploymentRapid Deployment
Mission-critical Process SupportMission-critical Process Support
Value for MoneyValue for Money
Multi Currency, Multi Language, Multi ERP, Multi Process, Multi TimeZone
Growing (35%) faster than the industry (30%)
70% is repeat business
Architecture caters to current and future needs even after organic or inorganic growth
Services - Consultancy, Implementation, Training & Support
Why NEWGEN?
Competition:
Most of the solutions are not ready for full enterprise requirements
Have limited presence
Are focused on a particular industry
Lack a strong workflow &/or ECM support
Why NEWGEN?
We work as a Partner, not as a vendor!
ONE MORE THING.
Thank You