1Company Confidential. Copyright 2012
Customer
Communication
Management
2Company Confidential. Copyright 2012
Good
Customer
Experience
Revenue
RetentionReferrals
“Customer Experience Correlates ...
3Company Confidential. Copyright 2012
Different types of Needs in Communication
On Demand
Generation
Financial
Statements
...
4Company Confidential. Copyright 2012
Business Challenges
5Company Confidential. Copyright 2012
Change Management
Multiple Output Channels
Different Systems for Printing,
Email and...
6Company Confidential. Copyright 2012
Managing Promotions
Capture Customer Interest
Capture customer interest on
promotion...
7Company Confidential. Copyright 2012
Consolidation
Consolidation of multiple Products
Account and credit card statement
C...
8Company Confidential. Copyright 2012
Brand Creation
Enforce Branding Guidelines
Branding guidelines must be followed
to e...
9Company Confidential. Copyright 2012
Current Scenario
Is this ordinary Customer Communication sufficient?
Raw Data
10Company Confidential. Copyright 2012
Data from disparate sources
Targeted Promotions
What Newgen’s CCM gives you
WEB SER...
11Company Confidential. Copyright 2012
Password Protected PDF
Digital Signature in PDF
Statements
https:// enabled portal
...
12Company Confidential. Copyright 2012
Drag and Drop,
multiple layer
support, style
gallery
Graph, barcode
etc.
Placeholde...
Solution Framework - Lifecycle
1. Data Capture
6. Delivery
of output
to print
vendor
4. Generation
of Output
5. Auditing a...
14Company Confidential. Copyright 2012
CCM Benefits
Single Statement Template For Multiple
Distribution Channel
Loyalty Generation and Brand Building
Easy Change Management
C...
Consolidate overlapping Technologies
Regulatory Compliance
Reducing IT Support
Better Up-selling and Cross Selling
MANAGINGPROMOTIONSAND
CONSOLIDATION
Capture Customer Interest
Capture customer interest on promotion for
LEAD GENERATION
U...
Analysis
Graphical and Textual Analysis on Information
present in Statement.
Multiple Output Channels
Different Systems fo...
Enforce Branding Guidelines
Branding guidelines must be followed to
ensure consistency in all customer
communication for b...
Thank You
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Customer Communication Management

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http://www.newgensoft.com/products/customer-communication-management-omnioms/

Basics of Customer Communication Management
Newgen offers a comprehensive Customer Communication Management suite. This suite combines Newgen’s robust document management and workflow tools to create, personalize, and deliver consistent communications across multiple channels. It enables businesses to gain maximum traction from every customer interaction. It allows business users to utilize customer information to create timely and targeted communications.

The Newgen Customer Communication Management (CCM) suite can be used for creation and multi-channel delivery of batch, interactive, and on-demand communications. This helps businesses enhance customer experience, and drive unprecedented enterprise growth.

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  • Customer Communication Management

    1. 1. 1Company Confidential. Copyright 2012 Customer Communication Management
    2. 2. 2Company Confidential. Copyright 2012 Good Customer Experience Revenue RetentionReferrals “Customer Experience Correlates to Loyalty," Source: Forrester Research, February 2009 Why is customer experience important?
    3. 3. 3Company Confidential. Copyright 2012 Different types of Needs in Communication On Demand Generation Financial Statements Telephone Bills Offset & Digital prints for Marketing Material Welcome Kits Group Insurance Policies Technical Authoring Business Correspondence Negotiated Documents Account Notices Web to Print Online Quotes POS Customer Documents Order Confirmations On Demand Correspondence
    4. 4. 4Company Confidential. Copyright 2012 Business Challenges
    5. 5. 5Company Confidential. Copyright 2012 Change Management Multiple Output Channels Different Systems for Printing, Email and Web Presentment “System Expert” Required Experts for different systems required to perform Minor Changes
    6. 6. 6Company Confidential. Copyright 2012 Managing Promotions Capture Customer Interest Capture customer interest on promotion for LEAD GENERATION Up-Selling Cross Selling Targeting right offer to right customer on the basis of analysis of transaction
    7. 7. 7Company Confidential. Copyright 2012 Consolidation Consolidation of multiple Products Account and credit card statement Consolidation of multiple systems CRM, Core Banking, loan management and wealth system. Compliance with Industry Regulations Control over customer communication to meet regulatory requirement
    8. 8. 8Company Confidential. Copyright 2012 Brand Creation Enforce Branding Guidelines Branding guidelines must be followed to ensure consistency in all customer communication for brand creation Analysis Graphical and Textual Analysis on Information present in Statement.
    9. 9. 9Company Confidential. Copyright 2012 Current Scenario Is this ordinary Customer Communication sufficient? Raw Data
    10. 10. 10Company Confidential. Copyright 2012 Data from disparate sources Targeted Promotions What Newgen’s CCM gives you WEB SERVICES MIDDLE WARE • Business Rule determined Promotional Message • Conditional Annexure for Cross Selling • Capture Customer Interest through Dynamic Hyperlink
    11. 11. 11Company Confidential. Copyright 2012 Password Protected PDF Digital Signature in PDF Statements https:// enabled portal SSO and LDAP Authentication Support Sampling and Auditing Approval Stages Security Maker-Checker
    12. 12. 12Company Confidential. Copyright 2012 Drag and Drop, multiple layer support, style gallery Graph, barcode etc. Placeholders Ease of Design
    13. 13. Solution Framework - Lifecycle 1. Data Capture 6. Delivery of output to print vendor 4. Generation of Output 5. Auditing and Sampling of generated output 7. Archival into DMS 2. Creation and Designing of Output 3. Approval of Output through workflow A Unified CCM
    14. 14. 14Company Confidential. Copyright 2012 CCM Benefits
    15. 15. Single Statement Template For Multiple Distribution Channel Loyalty Generation and Brand Building Easy Change Management Cost Optimization and better control on wastages 9/12/2013 15 Key Benefits
    16. 16. Consolidate overlapping Technologies Regulatory Compliance Reducing IT Support Better Up-selling and Cross Selling
    17. 17. MANAGINGPROMOTIONSAND CONSOLIDATION Capture Customer Interest Capture customer interest on promotion for LEAD GENERATION Up-Selling Cross Selling Targeting right offer to right customer on the basis of analysis of transaction Consolidation of multiple systems Loan/ Wealth Management System and CRM Consolidation of multiple Products Account and credit card statements. Investments and loans Banking Case Note Global Bank–Business ChallengesCHANGEMANAGEMENT BRANDCREATION
    18. 18. Analysis Graphical and Textual Analysis on Information present in Statement. Multiple Output Channels Different Systems for Printing, Email and Web Presentment Changes to be Replicated Across Multiple Channels High TAT(Turn Around Time) for roll out of Changes / New Products No Version Control Mechanism Multiple Templates for Multiple Cycle
    19. 19. Enforce Branding Guidelines Branding guidelines must be followed to ensure consistency in all customer communication for brand creation
    20. 20. Thank You

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