Accelerate Time to Business Outcomes through BPM

1. Accelerate Time to Business
Outcomes through BPM
Define, Measure, Target, Achieve and Improve

2. Newgen Overview
• Software Products in Business Process Management
Investors
(BPM), Enterprise Content Management (ECM) &
Customer Communication Management (CCM)
• 800+ installations across 40 countries
• Solutions for Banking, Insurance, Healthcare, BPO/SSCs,
Offices
Telecom and Government
USA
• Credited with some of the world’s largest implementations UK
UAE
• Innovative culture, Consistent R&D investments, 35 patents
Malaysia
• Employee strength 1100+ India
• Certified for ISO 9001:2008, ISO 27001:2005 and CMMI
Level3
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3. Newgen Overview - Industry Recognition
2010 BPMS & 2010 ECM MQ Reports Very Large Installations
Emerging India Award for IT, ITeS and ICE Fastest Growing
Market Leader in DM & WF Market Leader
Innovator in ECM Innovator
Significant player in Banking Significant Player
2009 Red Herring 100 Global Winner Global Winner
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4. Our Global Customer Relationships
Banking &
Finance
Insurance
BPO &
Shared
Services
Telecom
Others
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5. Delivering Sustainable Business Outcomes
Business
Continuous Process Transformation
Improvement
Optimization • Centralized processing
•Change processes and
•Establishment of SSC /
• Identify & resolve business rules quickly
outsourcing
Bottlenecks and easily
•Process Standardization •Building Competitive
•Workload Advantage
Management across regions
Process •Center of Excellence
Automation •Improve SLAs
• Reduce Cycle Times •Achieve Operational
•Process Visibility Excellence
•Eliminate delays •Compliance
•Higher customer
due to Manual • Improve satisfaction
Hand-Offs Productivity
•Exception handling
•Real-time
dashboards for KPI s
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6. Delivering Business results in 1 Business Quarter
Customer Delight
• Customer Onboarding - Reduce Cycle times by 80%
• Customer Service Delivery - 100% visibility
Agility & Market Responsiveness
• Faster Change Management - Reduce from weeks to days
• Time for new process rollout - Reduce from months to weeks
Compliance & Quality
• SLA Adherence - Increase to 99%
• Auditability & Adherence to Regulation - Increase to 100%
Scaling Capacity
• Productivity - Increase by 70%
• First Time Right - Increase to 70%
• Process TAT (Cycle Time) - Reduce by 80%
Manage Cost
• FTE Reduction - Reduce by 50%
Company Confidential. Copyright 2010 • Document Handling Cost -6Reduce by 50%

7. Newgen’s Value Proposition
Business Outcomes
Breakthrough
BPM Product Industry Solution
Implementation
Suite Frameworks
Methodology
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8. Newgen OmniFlow BPM Product Suite
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9. Importance of Choosing Right
High Importance
Automate to Automate to
Improve Optimize
Visibility and Process for
Decision meeting
making Business Goals
Low
ORGANISATION BUSINESS PHASE High
Frequency Frequency
Automate to
Don’t focus on reduce cost
these and improve
efficiency
Low Importance
PROCESS CHARACTERISTICS
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10. Newgen Breakthrough Implementation Methodology
Level 1 Level 2 Level 3
• Automation and • Optimization and • Use BPM as layer to fill
visibility Standardization gaps in Core Systems
• Simple Processes with • Integration with Core • Bring Agility through
defined number of Systems additional sub-systems
steps • Focus on achieving • Data and Application
• Common Activities Business Goals like Integration
provided on workdesk SLAs, productivity and • Maintenance of master
• Interface for mapping compliances data
tool-kit action to profile • Real time dashboards • 12 weeks
• Users can deploy the • Better Exception
process themselves Management
• Small Set of Users • 4 weeks
• Days
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11. Newgen Breakthrough Implementation Methodology
Level 1 Level 2 Level 3
• Automation and • Optimization and • Use BPM as layer to fill
visibility Standardization gaps in Core Systems
• Simple Processes with • Integration with Core • Bring Agility through
defined number of Systems additional sub-systems
steps • Focus on achieving • Data and Application
• Common Activities Business Goals like Integration
provided on workdesk SLAs, productivity and • Maintenance of master
• Interface for mapping compliances data
tool-kit action to profile • Real time dashboards • 12 weeks
• Users can deploy the • Better Exception
process themselves Management
• Small Set of Users • 4 weeks
• 5 days
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12. Industry Solution Frameworks
Banking and Financial Services
Account Opening, Account maintenance, Customer Query
Resolution, Loan Origination and Servicing, Card Processing,
Remittance, LC Issuance and Amendment, Corporate Credit,
Accounts Payable, Commercial Loans
Insurance
Claims Processing, Policy Servicing, New Business,
Customer Query Resolution, Electronic Statements….
BPO / SSC
Claims Processing, Credit Card, F & A Process, HR Processes,
Procure to Pay, Order to Cash, Employee On-boarding
Healthcare
Member Enrollment, Complaints & Grievance Handling,
Contract management, Provider Credentialing
Government
e-Gov office, Office Automation, Complaints and Grievance
Management, Citizen Centric Processes
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13. Success Stories

14. Newgen’s BPMS enables a leading Bank to
accelerate Customer On-boarding
Business Process: Customer On-boarding
Challenges
Coping with Unavailability
high High Turn- Significant High cost of
Lack of of real-time
transaction Around-Time Manual redundancies operations
standardized data
(TAT) and monitoring of around data and non
volumes process
inconsistent
hampering
operational capture, standard
owing to across proactive
customer metrics work customer
high growth regions decision-
experience forwarding service
rates making
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15. Newgen’s BPMS enables a leading Bank to
accelerate Customer On-boarding
Solution Benefits
Cycle Times reduced from 5 days to 2 days
Newgen’s BPM & ECM suite- OmniFlow™and consistent across branches
OmniDocs™
SLAs adherence improved from 70% to 95%
Resource Utilization increased from 70% to
The Account Opening Process was implemented in 3
months which involved setting up 30 scanning HUBs
99%
and initiation from all 230+ branches, Automatic hand-
off of incoming work and removed redundancy, First time right-FTR processing improved
from 50% to 70%
Segmented service levels based on
BAM dashboard for 360˚ business monitoring, 400+ reports customer value
for Process Metrics, Performance Metrics and Functional
Metrics , Establishment of a CoE (Center of Excellence) that
works towards continuous processes improvement and Capacity planning through BAM
faster roll-out of new processes
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16. Improving Critical Business Processes at a leading
Life Insurance Company
Business Process: New Policy Issuance and
Policy Servicing
Challenges
High turn
around time to
process
customer
Processing Dependency on Difficulty in
Major requests due to
physical meeting
delays and movement of
Difficulty in
High
challenges in
regulatory
complexity of
High process measuring and handling the requests and
low Cycle Time
documents
monitoring of
operational
burgeoning
requirements
difficulty in
between costs and customer
productivit departments
performance volume of
servicing
retrieving
y transactions relevant
and locations timelines
customer
information
from different
sources
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17. Improving Critical Business Processes at a leading
Life Insurance Company
Solution Benefits
More than 75% reduction in TAT,
Newgen’s BPM solution- OmniFlow.
processing time and servicing time
More than 100% increase in productivity
The solution is used by more than 3000 users. level in the first year of deployment,
Solution implemented at 37 locations in India exceeding 250% over the next 3 years
including the head office. The centralized
solution has all the process rules and
business logic built into its design, enabling it Almost 300% increase in volumes of
to handle all kinds of complexities associated transactions handled per day
with policy issuance for different kinds of
product categories. The organization now
processes over 60,000 Application Forms per More than 50% reduction in operational
day costs
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18. Why Newgen?
Partner who delivers Partner who Partner who helps to
you business results understands your grow your business
business
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19. Thank You
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20. Our Global Customer Relationships
Banking &
Finance
Insurance
BPO &
Shared
Services
Telecom
Others
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