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Motif, Inc.Overview & Differentiators

2009

Motif's Mission:"Build long term relationships by exceeding customer expectations through integrity, teamwork and innovation."

Steve Kuntz512.619.3946

steve.kuntz@motifinc.com

Company Background

Unique history• Founded 9 years ago

• Originally a software company, Motif transformed into a BPO with Innovative Technology DNA

• Tackle complex customer requirements – not commodity work, “Intelligent Outsourcing”

• Deep vertical knowledge and customized tools

• Global operations – US, India, Philippines, Australia

Financial strength• Motif is backed by $5+ billion in assets:

o The Chatterjee Group, Desai Capital, Artiman Ventures

• Zero debt

• Profitable since inception

Robust and fully scalable technology infrastructure design• ISO/IEC 27001:2005 security certified

Fortune 500 client base – 100% reference able• A leading online travel company

• A leading online auction company

• A top 100 online retailer

• A major benefits record keeper

Never lost a client due to quality

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Services

Verticals

Retail / E-commerce

Travel and Hospitality

Financial Services

ServicesCustomer Support

• Chat and Voice support• Personalized Email response services• Travel reservation changes• Content moderation

Online Fraud Prevention • Site monitoring for online retail• Credit Card Fraud Prevention for online travel

Research and Analytics• Data Analytics• Social Media Listening• Key Opinion Leader (KOL) Profiling

Back Office Processes• Benefits administration• Financial reconciliation• Mortgage services - Loans Origination, Servicing &

Closing• Insurance Services - Database reconciliation

Motif specializes in rules-based business processes that

require human judgment

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The Motif DifferenceKey Differentiators People-Driven Continuous Improvement

Relentlessly Analyze

Performance

Identify

Causes

Develop High

Impact Solutions

Results Driven Culture

Flexible Client Partnerships

Technology & Process Innovation

• Real-time performance data

• Random sampling• Self-assessments

• Weekly team meetings

• Regular 1:1 meetings between agents and QA

• Macro training for agents

• Content refinement

• Innovation awards

• Client calibration• Easy access to

senior leaders

• Weekly status calls and updates

• Quarterly reviews

• Share ideas beyond immediate scope

• Identify and co-design new offshoring opportunities

• Detailed QA scorecards

• Early Fault Finding Analysis (EFFA)

• Six Sigma• “Open door”

policy

• Software (e.g., macros, scrapers, knowledge sharing portals)

• Process refinements

• Training

Engage and Develop the Front-line

Collaborate with Clients

Implement Continuous

improvement methodology

& QA Approach

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Motif and Your Business

Motif Value Additions• Knowledge Base for Job Aids• Variance Tracking Software for

Reconciliation• Status-on-Demand Tools for Back Office

Processes

Benefits• Improve Process Efficiency • Minimize Financial Loss on Transactions• Reduce Operational Cost

Motif Value Additions• Effective Fraud Filters • Human Capital and Knowledge Base for Fraud

Prevention Processes • Process Re-engineering & Automation

Benefits• Improve Fraud Detection Efficiency• Prevent Losses & Increase ROI• Minimize Site Violations• Improved Content Security

Motif Value Additions• Customized Data Scrapers• Competitor Analysis Tools• Tool for Real Time Volume Management• Quality Checklists, Guidelines & Scans

Sheet

Benefits• Optimize Growth Opportunity• Competitive Intelligence • Reduce Average Handle Time• Improve Brand Perception

Motif Value Additions• Proven Delivery of V, E, C Services• Library of Automated Personalized

Responses• Dashboards for Real Time Performance &

QA• Results Driven and Continuous Improvement

Processes

Benefits• Enhance Customer Satisfaction and NPS• Increase First Time Resolution• Reduce Customer Contacts• Increased Operational Margins

Back Office Services

Customer Support Services

Online Fraud Prevention

Services

Research & Analytics Services

INTERNAL BACK OFFICE PROCESSES

CUSTOMERINTERACTION

ONLINE TRANSACTIONS

BRAND & BUSINESS INTELLECT

Increase Effi ciency & Reduce Cost

Build Customer

Loyalty

Mitigate Risk

Capture Growth

Opportunities

Improving Customer

Experiences

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Customer Support Services

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Key Clients Services

A leading online auction site (Electronics, Consumer Products)

• ~400 seats and growing rapidly in both India and the Philippines • Email /Chat for Tier I / II for General Support questions• Community Watch (Fraud Prevention) and Analytics services

Highlights:• Preferred vendor for 7+ years • Developed tools (dashboards, macros, knowledge base) for value

addition

A leading online travel site (Travel, Hotel, Rental Cars)

• ~200 seats and growing rapidly in both India and the Philippines • Email and voice support

Highlights:• Exclusive vendor for 8+ years for email and back office support• Top vendor status within 2 months of inbound voice operations• 500% ROI on Fraud Prevention spend• Developed tools (dashboards, macros, knowledge base) for value

addition

A top 100 online retailer (Books & DVDs)

• Client for 3+ years • Tier 1 inbound email, expansion into chat and voice services

Highlights:• Exclusive vendor for customer support for 3+ years• Recommended strategic initiatives that were adopted by the client and

led to their business growth• Developed tools (dashboards, macros, knowledge base) for value

addition

Email, Chat General Support• Account related inquiries, buying & selling inquiries• Order processing & guidance• Website navigation, technical support• Billing inquiries, credits & refunds• Credit card authorization, payment status• Personalized email support for pre/post purchase queries for flights, hotel, rental cars, vacation packages

Air Travel Services• Airline schedule changes using Global Distribution System (GDS)

o Confirmation (review segment status) and airline schedule changeso Communication to the airlines and the passengers• Ticket exchanges and refunds – Inbound voice support

Hotel Services – Outbound Voice Support• Hotel Travel Services – reservation and cancellation assistance • Hotel Amenity Surveys• Customer Management System – cases assignment & documentation

Rental Cars Partner Research• Initiate research with partner for escalated customer queries• Analyze refund claims and provide resolution to customer

Online Content Review & Script Development• Edit reviews (grammar, spelling, punctuation, profanity)• Analyze reviews• Correct existing scripts and develop new scripts

Fraud Prevention• Real time fraud monitoring and policing • Community Watcho List practiceso Infringement• Review suspicious credit card transactions and cancel them

Research and Analytics Services

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Key Clients

A top 5 management consulting firm based in the US&

A high-tech electronics company in the US• Clients for custom and regular Social Media Listening projects• Enabled strategic decision-making via customized deliverables

Highlights:• Leveraging deep domain expertise in Social Media Listening• Final deliverables utilized towards improving clients’ brand perception

by the end customer

A leading online auction site• ~400 seats for customer support services and growing rapidly in both India and the Philippines • Expanded relationship by outsourcing data analytics work

Highlights:• Preferred vendor for 7+ years• Established three different analytics processes within a span of 4

months

Data Analytics• Competitor Intelligence & Benchmarkingo Data collection from secondary sourceso Data cleaning using automated modelso Customized data analytics• Detailed reports and customized dashboards• Partner with the client in process improvement, quality control, knowledge building, etc.

Social Media Listening• Cover blogosphere and other social media websites extensively to

capture all possible sources of UGC (User Generated Content)• Capture and analyze UGC• Perform data quality analysis• Sentiment analysis on various features based on a 3 point scale (Negative, Positive, Neutral) using high quality human judgment• Identify key trends and themes• Provide customized reports• Optimize analysis processes by using specialist technology platforms (examples: Scout Labs, Radian 6, etc.)

KOL (Key Opinion Leader) Profiling• Identification and verification of KOLs • Researching KOLs and creating customized profiles• Gathering market intelligence for end clients• Building comprehensive information through secondary research to strategically support businesses

A leading solutions provider in Life Sciences• Provide KOL profiling services

Highlights:• Exclusive vendor for 3+ years• Developed tools to track AHT and productivity of agents• Significantly reduced Average Handle Time (AHT) per case researched

Services

Fraud Prevention for Online Retail

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Type of work• Time sensitive - requires immediate attention• Critical - to avoid customer dissatisfaction

Objective• Ensure that client’s website remains clean and safe for all its members • Prevent monetary losses

We monitor• Items restricted/prohibited by law (Weapons, drugs, adult material, etc.)• Copyrights and trademarks violations (Illegal sale of DVDs, CDs, other software license, etc.)• Site policy violations (Items listed in wrong category, advertisements, keyword spamming to manipulate the site’s search engine, etc.)

MethodologyProactive Approach• Filters set up on the website to catch potentially violating items then reviewed by Motif agents• Manual searches using the site’s search system and specific keywords

Reactive Approach• Members report items not in sync with site policies• Items reported by copyright/IP owners and legal teams

Site monitoring

Credit Card Fraud Prevention

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Prioritize Transactions

Analyze Transactions

Investigate Inconsistencies

Resolve Issues

• Use client’s proprietary systems• Prioritize based on fraud score and immediacy of purchase

• Check name consistency• Review customer purchase history• Analyze AVS (Address Verification System) output• Validate and match name, address, phone using online databases• Perform reverse DNS lookup to determine purchase location• Send test email

• Verify with bank and credit card company• Confirm with credit card holder• Contact vendor

• If information matches, approve transaction• If information does not match

o Cancel reservationo Ban future transactions

• Communicate with relevant stakeholders

Results

• 500% ROI on Fraud Prevention spend• Improved fraud detection algorithms• Never penalized for incorrect cancellations• Increased team productivity by 43% since program inception

Review and cancellations of suspicious credit card violations

Fraud Prevention – Process Flow

Screen purchase amount, immediacy of purchase, ensure consistency and / or a link in the billing address

and the travel destinations) and ensure consistency in names of the credit card holder and traveler.

Is the purchase offer suspicious?

Fraud console generates potentially fraudulent purchase offers

No

Track customer's purchase history, obtain address and phone no. match, and verify email address

Yes

Conduct investigations with bank, credit card holder, customer and travel partner

Pass the offer as good offer

Internal verification of offer details using Fraud Prevention tool and client’s Customer Management System (CMS)

Motif created an Internal Dashboard to provide quick online access to:• Reference phone nos. of leading banks and client customer service departments

• Watch list of locations, names and IP addresses on high alerts• List of research tools to assist in further investigation• Training modules, updates and FAQs• Scripts to call customers, banks and partners• Workflow priorities

Fraud Analyst prioritizes the scanning of offers based on the fraud score (higher the score, higher the risk)

and immediacy of purchase

Should the purchase offer be cancelled?

(Judgment call)

Complete the fraud investigation form

Cancel reservation in CMS and refundamount to the credit card used

Isolate / ban customer information linked to fraudulent purchase to prevent

damage in the future

Coordinate with the travel partner to cancel the offer in their system

Check the IP address / location from where the purchase was made, analyze Fraud rules failed by the system and the

Address Verification System (AVS) code obtained from the bank during the booking process

No

Yes

Pass the offer as good offer

Documents notes in CMS with the reason for cancelling the offer

Motif process

Client process

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Motif Social Media Listening Services

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Blogs

Discussion Boards

Forums

Online Review Sites

Social Networking Sites

SM Sources…

Conversations

Interactions

Feedback

Monitor…

Achieve more “comprehensive” data

coverage and greater “accuracy” in

analysis while monitoring social media

channels for your and your

competitor’s products

Using Motif SML Services…

• Data collection− Collection of relevant content about you and your

competitors

− Common sources (specific sites, blogs, micro-blogs, etc) maintained in database

• Data Analysis− Custom analysis performed to refine automated results

using high quality human judgment

• Reporting− Reports and dashboards developed periodically using

custom templates

• Thematic analysis− Company sentiment analysis conducted based on

project specific themes

• Improve customer service− Build relationships with key influencers

− Enable “timely” response and identify PR issues before they blow up

• Enhance product development− Incorporate direct, unsolicited and unfiltered user

generated content (UGC)

• Enable appropriate marketing messages− Deeper understanding of customer perceptions

− Improved sentiment analysis – More relevant to specific product category due to human intervention

Motif SML Service Overview Benefits

How Does the Motif SML Solution Work

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• List of category relevant sites, blogs, micro blogs

• KOLs in different product categories

• Above databases are continually updated

Proprietary Motif ToolsGeneric SML Tools

• Examples:

Paid SM Monitoring Tools

Data Collection…

• Automated analysis using generic and paid monitoring platforms

• Based on search terms and prioritized sentiment attributes provided by the client

• Custom code developed by Motif to perform product specific analysis

Automated Analysis

• Automatic analysis results are reviewed and refined by analysts to mitigate impact of “noise”

• Experienced resources trained on marketing and social media

• QA by subject matter experts

Manual Analysis

Data Analysis…

Reporting…

Examples:

• Report templates based on product category and industry – signed off by client during project initiation

• Customized for management levels and departments

• Competitor products and brands included upon request

Report Template Development

• Reports are generated based on preconfigured frequencies

• Ad-hoc reports to analyze and communicate incidents that require more timely attention

Report Generation

Motif SML Database

Monthly Report – Example Sections

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• Overall activity and sentiment• Activity timeline and explanations for peaks• Overall sentiment about the company• Comparison vs. previous months

• Thematic analysis• Frequency of themes• Company sentiment analysis by theme• Comparison vs. previous months• Representative quotes about each theme

• Most active websites• Identification of most active websites• Company sentiment analysis by site• Summary of topics covered on each site• Representative posts

• Most influential sites• Identification of most influential sites• Company sentiment analysis by site• Summary of topics covered on each site• Representative posts

• Organization structure analysis• Post activity by department / business unit (e.g., customer support, marketing)• Company sentiment analysis by department / business unit• Representative posts

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Motif delivers BPO services with a keen eye breaking down the customer experience and analyzing the customer contact points as well as the social and community sentiments that drive customer behaviors. Combining this with our fraud prevention skills we can provide a unique BPO approach for our clients in understanding and improving their customers experience and driving down costs and increasing revenues.

Thank You!!Steve Kuntz

512.619.3946steve.kuntz@motifinc.com