Haal meer uit Inspire www.canon.nl/

kijkopklantcommunicatie

Interactive opportunities in enterprises

Darren Collins I Sept 2016

2016 - © GMC Classification: PUBLIC

GMCCanon Session

Sep 2016

Interactive Server

2016 - © GMC Classification: PUBLIC

How to present Interactive ?

Composition engine

Business Process

rules

Business Content

Assembly rules

• Brings control to the business users ( “métiers”)

• Quicker editing and changes

• Insertion of messages in real-time

• Easy-to-build approval processes

• Impact analysis of all changes

• Compliance control

Approval

Remote Authoring

Allows business people to collaborate efficiently to build documents templates :

• That are Business Critical

• Complex to assemble

• Include inputs from various departments

• Exposed to compliance risks

• Needs approval

2 main applications

Letter Writing

Allows business people to issue one-off correspondence based on already built templates:

• On-demand correspondence

• Context based documents

• Need pre-population of data

• Time sensitive

• Choose the channel

2016 - © GMC Classification: PUBLIC

Remote Authoring

• Insurance Contracts

• Pension fund reports

• Regulatory communications

• Private banking reports

• Legal terms and conditions

• (Any with regular changes)

Example of documents

Letter Writing

• Call-center ad-hoc documents

• Transaction confirmation

• Contracts with e-Signatures

• Loan applications

• Micro-mailing

• Forms filling docs

2016 - © GMC Classification: PUBLIC

Can be used for

2015- © GMC - 62015- © GMC - 6

Where to sell ?

2016 - © GMC Classification: CONFIDENTIAL 6

Anywhere where rules to build documents are complex or frequent changes required

Local Governments Insurance Utilities Health Care Finance

Who will benefit?

2016 - © GMC Classification: PUBLIC

• You speed up their processLine of business

(operations)

• Save them from lower value tasksIT

• Significant increase in client satisfaction

CX / Customer Care

• Huge value in controlling compliance

Legal and Regulatory

2016 - © GMC Classification: PUBLIC

Example of ROI

Tangible, measurable benefits

2016 - © GMC Classification: PUBLIC

Business correspondence arriving late after contract agreement creates significant additional call center costs

Time to market1

Allowing business-user direct access to personalised messages inside existing business correspondence, significantly increases client engagement

Faster messaging implementation2

Speeding-up the Business-user time to generate an Ad Hoc correspondence. Saving extremely precious expert time in real value-added activities

Ad hoc letter writing in minutes3

Uncontrolled outgoing communication and correspondence has proven to be a major risk and cost factor for banks. We can control and mitigate this risk

Compliance control4

2016 - © GMC Classification: PUBLIC

Time to Market

• Contract confirmation latency generates call-center

traffic – one call carries a minimum of 8€ of direct

cost

• Brand damage

• Shorter lead time, one week faster reduces related

call-centre activity by 40%

• This was the only justification of BENELUX client to

invest in Inspire Interactive

• Interactive saves you 3.200€ a month of call-

center costs

Benefits

One call center call: 8€Number of monthly calls: 1.000Monthly reduction: - 400Net min monthly reduction: 3.200€Plus brand protection

Value

Time to Market

2016 - © GMC Classification: PUBLIC

2016 - © GMC Classification: PUBLIC

Increases cross-selling and upselling

• Typical one-to-one campaign is quarterly maximum as

editing and approval process too heavy

• Client base not engaged as much as they could be at

this pace.

• Typical return of upsell/cross-sell campaign under 0,5%

• With business-users able to generate personalised

monthly communication this rates increase to 1,5% +

• With full-color personalisation this ramps up to 4,0%+

• Interactive increases your ability to upsell 3-5 times

Regular upsell - assets managed: 485k€Monthly personalized messaging: 2.427k€Full-color personalized messaging: 6.956k€*

Value

Increases cross-selling and upselling

2016 - © GMC Classification: PUBLIC

Benefits

* Figures from public Bradesco Brasil presentation - Xplor

2016 - © GMC Classification: PUBLIC

Detailed Results

Results Template SimpleSteps to be done

Template simple User 1 User 2 User 3 User 4 User 5 User 6 User 7 Average User 1 User 2 User 3 User 4 User 5 User 6 User 7 Average User 1 User 2 User 3 User 4 User 5 User 6 User 7 Average User 1User 2 User 3 User 4 User 5 User 6 User 7 Average

Search template + open file + write address

and text into template + save and

distribute to senior writer

5:09 4:41 6:15 3:30 4:09 3:55 4:07 4:32 0:56 0:45 2:21 0:45 1:08 1:15 1:19 1:12 4:13 3:56 3:54 2:45 3:01 2:40 2:48 03:19 82% 84% 62% 79% 73% 68% 68% 74%

Same as previous + text block (paragraph

insertion)6:53 6:43 7:37 4:16 4:34 4:52 5:24 5:45 1:24 1:08 3:54 1:29 1:54 1:56 2:41 2:03 5:29 5:35 3:43 2:47 2:40 2:56 2:43 03:41 80% 83% 49% 65% 58% 60% 50% 64%

Same as previous + change name of writer +

load images (signature)8:43 8:09 9:10 5:30 5:51 6:01 6:38 7:08 1:39 1:31 4:34 1:59 3:24 2:20 3:26 2:41 7:04 6:38 4:36 3:31 2:27 3:41 3:12 04:27 81% 81% 50% 64% 42% 61% 48% 61%

Results Template ComplexSteps to be done

Template complex User 1 User 2 User 3 User 4 User 5 User 6 User 7 Average User 1 User 2 User 3 User 4 User 5 User 6 User 7 Average User 1 User 2 User 3 User 4 User 5 User 6 User 7 Average User 1User 2 User 3 User 4 User 5 User 6 User 7 Average

Search template + open file + write address

+ 4x text edit in template + save and

distribute to senior writer

05:14 05:13 05:19 03:23 03:46 04:00 04:58 04:33 02:04 01:23 02:04 01:03 01:10 02:16 01:09 01:35 03:10 03:50 03:15 02:20 02:36 01:44 03:49 02:57 61% 73% 61% 69% 69% 43% 77% 65%

Same as previous + text block ( paragraph

insertion)06:58 07:15 06:41 04:09 04:11 04:57 06:15 05:46 02:32 01:46 03:37 01:47 01:56 02:57 02:31 02:26 04:26 05:29 03:04 02:22 02:15 02:00 03:44 03:20 64% 76% 46% 57% 54% 40% 60% 57%

Same as previous + 2x edit in template 07:37 08:09 07:57 04:49 04:58 05:49 06:57 06:36 03:03 02:11 04:06 02:12 02:19 03:23 02:55 02:52 04:34 05:58 03:51 02:37 02:39 02:26 04:02 03:43 60% 73% 48% 54% 53% 42% 58% 56%

Same as previous + change name of writer +

load images (signature)09:27 09:35 09:30 06:03 06:15 06:58 08:31 08:02 03:18 02:34 04:46 02:42 03:49 03:47 03:40 03:30 06:09 07:01 04:44 03:21 02:26 03:11 04:51 04:31 65% 73% 50% 55% 39% 46% 57% 55%

%

%

Gain (in minutes)

Gain (in minutes)

Time others (in minutes) Time II plus (in minutes)

Time others (in minutes) Time II plus (in minutes)

Ad hoc letter writing in minutes

GMC on customer site study made with 7 users during 2 full days (2013)

Ad hoc letter writing in minutes

• One-to-one contracts, confirmation, Ah hoc

correspondence created using banking software,

legacy correspondence processes are not optimized

• Due to the lack of properly manged assets,

resources and business rules, letter-writing can take

up to 15 mins for a qualified senior staff to generate.

• On top of opportunity cost of not using senior staff to

other value-added task, using Interactive will save

from 3 to 5 min* pure labour cost of these expert, for

each letter

• Interactive save you 2.750€ monthly in

correspondence time saving

Fully loaded FR monthly salary : 70k€Hourly rate equivalent: 41,3€Average saving per Ad hoc letter: 2,75€Monthly saving based on 1.000 letters: 2.750€

Value

Benefits

*Sources: Insurance client, GE Money bank and customer tests2016 - © GMC Classification: PUBLIC

3 out of 5 mortgage applications were missing key pieces of information including signatures and proof of salary.

Citibank Cost: $31 million

printscreen

printscreenCo-op bank needed to raise $669 million to cover the

costs for technical non-compliance to the Consumer

Credit Act. They identified a batch of loans for which it

had issued statements three days late. The error was the

result of a human computer programming error.

Co-op bank Cost: $699 million

Compliance control

2016 - © GMC Classification: PUBLIC

Compliance control

2016 - © GMC Classification: PUBLIC

“HSBC is spending up to £525m annually on its compliance and risk programme and employs a tenth of its workforce, 24,300 people, on this work”February 12, 2015 by Ian Griggs , 1 comment

2016 - © GMC Classification: PUBLIC

Compliance control

Compliance control

• Non-compliant communication have generated fines

ranging from 10m€ to 500m€ very recently

• A major compliance beach needs 20 to 30%

additional yearly marketing budget to defend brand

reputation

• A fully controlled and compliant communication is

saving between 20% and 30% of insurance premium

paid on this specific risk item.

• Interactive protects your brand and saves you

100k€ per year of insurance premium

Typical premium paid for CCM risk (yr): 400k€+Rebate after full process audit: 25%Minimum direct yearly saving: 100k€*

Value

Benefits

http://www.wsj.com/articles/SB100014240529702034997045766247039977913902016 - © GMC Classification: PUBLIC

2016 - © GMC Classification: PUBLIC

50 new Inspire Interactive clients since 2013.

We love to Inspire you www.canon.nl/

kijkopklantcommunicatie