portrait interactive optimizer deck

Home

ACTION INSIGHT

Understand, Visualize and Predict Customer Behavior

Customer Case Study Snap Shot

Customer Interaction Hub Illustrated Demo

Market Leading Analyst Recognition

The CRM “Customer-centricity Chasm”

Home

ACTION INSIGHT

Customer Analytics Maturity Model

• Commence at any stage

• Benefit from a clear roadmap to success

(Underpinned by customer data access, generic BI & reporting tools)

Explore Customers

• Uncover areas of interest and opportunities to act

• Ad hoc, thin-client customer data exploration for the business user

Understand & Predict Behavior

• Predict and define ideal target customer segments

• 3D visual customer data mining & automated modeling

Predict Uplift

• Predict persuadability; eliminate sure things, lost causes, sleeping dogs

• Reduce spend 40% while improving outcome 30-300%

Optimize Contacts

• Analytically match customers with right offer, at right time, via right channel, balanced against business constraints

Real-time Scoring

• Eliminate customer lists, mass-scoring

• Up to the second outbound selection accuracy

Real-time Decisioning

• Inbound contextual RTD

• Adaptive learning

AC

TIO

N

INS

IGH

T

Home

ACTION INSIGHT


Customer Profile

Transaction

Channel

Lines of Business

Customer Preference

DATA CRM TOUCH POINTS

Infuse customer-specific

insight into touch points

INCREMENTAL CRM

Understand past behavior

Predict future needs

“Hindsight” “Foresight”

What | Why | Next | Change

Right message, right time

Dialogue across touch points

Optimize engagement

“Line of sight”

“Hindsight” “Foresight”

Home

ACTION INSIGHT

4

Please update

your preferences

Last day of Unlimited

Text promo

Ideal promo: Unlimited

Text

Customer completes

survey

We sent you an email

yesterday – do you have

any questions?

Value reinforcement - you saved $X

this month

Documents generated and mailed

Offer acceptance feedback

survey

Thank you for updating

your preferences!

Optimized Customized Customer Interactions

Your Business

Customer

The Results

• Improved customer experience

• Increased customer satisfaction and advocacy

• Increased customer value, wallet share

• Improved customer retention

• Single source for customer preferences

Home

ACTION INSIGHT


“What customers expect from us” “What we actually have”

Reality

• Product-centric campaigns

• Operationally focused

• Information & channel silos

• Independent business units

• Customer ad fatigue

• Limited capacity for

engagement

Expectation

• We understand them

• We value their business

• We deliver on our promises

• We remember them

• We strive for relevancy

• We are connected

© 2011 Portrait Software - A Pitney Bowes Business Insight Company

Home

ACTION INSIGHT

Home

ACTION INSIGHT

“Inbound”

Channels “Outbound”

Channels

Web

Kiosk / ATM

IVR

Contact Center

Mail

Email

Mobile

INTERACTIVE PROACTIVE

Optimizing Customer Interactions

Home

ACTION INSIGHT

The Portrait Suite

Explore.

Understand.

Predict.

Optimize.

Orchestrate.

Recommend.

Fulfill.

Home

ACTION INSIGHT

Immediate increase in customer retention

Reduced marketing costs >DK100,000 PA

Incremental revenue of £48M

Revenue per customer 314% higher

Incremental revenue up 327%

Customer retention up >20%

Reduced marketing costs by >10%

“Immediate increase in renewals”

Customer retention up 300%

Churn decreased by 37.5%

20% reduction in churn

36% increase in churn reduction Products held per

customer up by 50%

Increased revenue by $1.2M per month

ROI from a single campaign

Profitability rose 10%

Uplift doubles customer retention

What’s it Worth?

Financial Services Telecommunications

Insurance

Emerging Markets

../../../rspring/Local%20Settings/Temporary%20Internet%20Files/OLK40/test




http://www.nationwide.com/index.jsp

Home

ACTION INSIGHT

INSIGHT DATA STRATEGY COMMUNICATION

Mu

lti-

chan

ne

l Co

mm

s M

gmt

Cu

sto

me

r D

ata

Min

ing

Cu

sto

me

r Se

rvic

e C

on

tact

Ctr

s

Cro

ss-c

han

nel

Co

mm

s M

gmt

Pre

dic

tive

An

alyt

ics

& D

ata

Min

ing

Dat

a In

tegr

atio

n T

oo

ls

Dat

a Q

ual

ity

Too

ls

Do

cum

ent O

utp

ut

Info

rmat

ion

Qu

alit

y

The ONLY vendor on all 5 Magic Quadrants

CCCM

PA/DM

DOCCM

IQ

The ONLY vendor on all 4 Waves

PBBI – Customer Communications Management

MCCM

CDM

CCCM DI

DQ

Gartner

Home

ACTION INSIGHT

Foundation

Dialogue

Forrester’s View of Inbound & Outbound CM

Interaction Optimizer

Customer Analytics

Interaction

Fulfillment Analytic

Insight

Home

ACTION INSIGHT

How it Works

Overview

The Portrait IO Difference

Case Studies

December 17, 2012 PBBI Internal use only

Home

ACTION INSIGHT

• Analytically determines the right message

or offer for each customer, at the moment

of interaction

• Engage customer dialogue across inbound

channels

Web, IVR, Call Center, Branch, Kiosk, ATM

• Connect the customer “conversation” across

all customer touch points

• Reach opt-outs and other unreachable

customers

• Make every agent as good as your best

• Leverages up-to-the-second customer data

• User interface designed for marketers

Determining the

Best-Next-Action

Benefits

• Improve

marketing

effectiveness

• Boost

departmental

efficiency

• Improve the

customer

experience

Portrait Interaction Optimizer

Benefits

• Improve the

customer

experience

• Boost cross-

sell & retention

• Convert cost-

centres into

profit centers

Convert inbound interactions into revenue & retention opportunity

Context

Analytic Models

Business Rules

Customer Data

Cross-channel

ACTION - RECOMMEND

“Inbound marketing techniques have about 10 times the response rate

of non-targeted outbound campaigns.”

Portrait Interaction Optimizer is a real-time decisioning solution

that provides best-next-action recommendations for each

customer, wherever and whenever they choose to interact.

http://www.gartner.com/silentlocalechooser.jsp?locale=wcw


Home

ACTION INSIGHT

Infuse Customer-centricity into Your CRM Touch Points

Made intelligent

Using your own data

The applications

you use today


Home

ACTION INSIGHT

Update

Email

Example: Simple Driven “Real-time” Interaction

X-sell

#1

No

Thanks

Context Unknown

X-sell

#2

Decline

& End

Pre-prioritized prompts ready

1.Sell Product A

2.Sell Product B

3.Sell Product C

RECOMMENDATION:

1.Sell Product A

2.Sell Product B

3.Sell Product C

Status

Provided

RECOMMENDATION:

1. Sell Product A

2.Sell Product B

3.Sell Product C

Update

Check

Order

Contact

Initiated

CU

ST

OM

ER

Y

OU

R C

OM

PA

NY


Home

ACTION INSIGHT

Example: Interaction Powered by Portrait

Context Unknown

X-sell

#2

Accept

No pre-prioritized prompts exist

Check

Order

Update

Email

“AT THE MOMENT” RECOMMENDATION

1. Gather additional info -- D.O.B.

Account

Updated

X-sell

#1

Accept

Status

Provided


1.Sell Matching Prod D

2.Sell Product H

3.Free VIP Program

Contact

Initiated


1. Over 65 Super Saver Prg

2. Product A

3.10% Next Order Disc.

CU

ST

OM

ER

Y

OU

R C

OM

PA

NY


Home

ACTION INSIGHT

Fused Inbound/Outbound Marketing Environment


Home

ACTION INSIGHT

Deep reporting for performance measurement


Home

ACTION INSIGHT

19

The Portrait Interaction Optimizer Difference

Speed of Deployment

Optimize Lifetime

Value

Marketer Ease of Use

Point & click

Collaborative

Unified

Reporting

Decision Sophistication

Uplift

10 Types

Real-time

True Cross-channel

Inbound/

Outbound

Fusion

Profitability Continuity Agility

Relationship


Home

ACTION INSIGHT

Business Challenge:

Increase customer lifetime value and provide ideal customer

experience by optimizing every contact with mass-affluent customers

Portrait is implemented within Merrill

Lynch Wealth Management CRM

(across 4 call centers used by more

than 700 financial advisors, IVR and

web site).

Benefits

35% increase in revenues ($$ millions weekly)

55% improvement in client satisfaction

14% improvement in agent productivity

26% increase in customer retention

16 week implementation

Customer Case Studies

http://www.gartner.com/silentlocalechooser.jsp?locale=wcw


Home

ACTION INSIGHT

Business Challenge:

Improve customer experience and increase product cross-selling

Portrait is implemented across all

inbound touch points. World’s largest

multi-channel implementation of single

customer view with intelligent dialogue.

Resulted in major CRM industry awards.

Benefits

50% increase in average # of products held

40% positive response rate

No 1 bank in EMEA for customer satisfaction &

advocacy (49% vs. 22% avg.)

Customer Case Studies

40% Positive

37.5% Accept

Offer Offer

“We have sold tens of

thousands more products

through Portrait.”

-- iCRM Director, Nationwide

http://www.aberdeen.com/default.asp


Home

ACTION INSIGHT

THE FUTURE OF NORDIC RETAIL BANKING: Business Benefits from CRM

Sales from 1:1 Marketing

0

100,000

200,000

300,000

400,000

500,000

600,000

700,000

00/01 01/02 02/03 03/04 04/05 05/06 06/07 07/08

Direct Marketing Prompts

Real-time Interactions Can Change the Game

Real World Results from an Actual PBBI Customer

Traditional Direct Marketing Optimized Inbound Dialogue

Today - 2 Years - 4 Years - 6 Years - 1 Year - 3 Years - 5 Years - 7 Years