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Portait Overview


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Portait Overview

  1. 1. Portrait Software Who are we? Winner 2009 DMA Future Innovators Award
  2. 2. Customer centricity – why is it important? For several years now marketing scholars “ Bank revenues can change by have been advocating firms to shift their $242 million. thinking away from a brand-centered way of A large bank with customer thinking - managing product portfolios, to a experience in the top quartile can customer centered way of thinking - managing end up with $43 million of customer portfolios additional purchases and $51 million of lost business avoided — Recent research has demonstrated quite resulting in an additional $94 conclusively that customer value is an million of revenue. excellent proxy for firm value and that Banks in the lowest quadrant, companies investing in customer-centric however, can end up dropping initiatives enjoy higher financial returns $148 million below the norm.” © 2009 Portrait Software Strictly Portrait Software Confidential page 2
  3. 3. Examples of where Portrait enables customer centricity Definition Customer centric Client Portrait enabled Depth and availability In-depth data on the customer Multi-channel customer engagement. 11 line of of customer data including value, preferences and business systems, 15,000 users, 60,000+ needs engagements a day. No.1 UK bank for customer satisfaction & advocacy. Understanding of the Provide real-time insight at time of Increase retention, satisfaction & customer lifetime customer interaction to always ensure value by guiding more relevant agent discussion customer relevancy based on real-time call context and insight on the customer portfolio. Optimization Organisation focused on customer Avoided unnecessary or negative impact value over their lifetime communications. Improved ROI on campaign numbers. Incremental revenue increased 327% Managing each and Two-way communication, initiated by Unisys UFSS core enhanced with single view of every touch point with the customer and managed based on customer, lead and complaint process management. the customer their preferences Improved company responsiveness, interaction consistency and customer satisfaction. Fulfilment Differentiated customer treatment Provides customers with convenient ‘anytime, processes that are designed & built anyplace’ processes to manage their personal around the needs of the customer finances as well as pay for goods and entertainment directly through mobile devices such as the iPhone. Listening and acting Highly collaborative with information Welcome and onboarding of new customers. on the feedback of from every interaction captured and Satisfaction surveys and customer panels. Feeds understanding for developing onward customer customers used to empower future customer marketing programmes. needs & wishes © 2009 Portrait Software Strictly Portrait Software Confidential page 3
  4. 4. Portrait strengths Corporate Product •Focus on the customer • All share common focus of ‘customer’, •People – strong skills in key areas dialog/interaction, and goal of doing the right thing for customer and organization •Strong message – “Actionable Insight “ • Unique combination: insight to action •Exemplar customer base (300+) • All have strong differentiation, e.g. •Strong references (case studies) • PCM – Dialog not ‘blast’ •Recurring revenues • Analytics – Uplift, auto modeling •Revenue base in US & UK • IO/Foundation – configurable customer •Strong FS partner in Fiserv data, process, decision (inc scoring) •Unique “coming together” of some key • All have reference points technologies • All good at data integration •Ability to provide incremental approach – successful transition to applications • All provide incremental benefit to CRM •Innovative applications – e.g. Uplift & IO • Strong pride in heritage, and passion for individual product lines © 2009 Portrait Software Strictly Portrait Software Confidential page 4
  5. 5. Portrait competencies Focus on areas of core competence Combined with our core values © 2009 Portrait Software Strictly Portrait Software Confidential page 5
  6. 6. Putting the customer at the heart of everything we do What you can be the What drives your What you are deeply best in the world at? economic engine? passionate about? Customer interaction License sales to existing Customer centricity optimization & new customers – direct and indirect Making our customers successful (walk the talk) Our heritage, innovation solutions, company & people We will create a software suite that becomes pervasive around the world for companies wishing to deliver optimal customer interaction & experience……..We will be the first company to truly define what it means to have direct 1:1 relationships with customers (to be truly customer-centric)………We will succeed by inspiring our customers, providing innovative solutions, exceeding their expectations and delivering fast incremental returns. © 2009 Portrait Software Strictly Portrait Software Confidential page 6
  7. 7. Delivering customer centricity Customer experience Personalised dialog and Multichannel deployment Inbound Cross channel data gathering of offers recommendations customer service Single customer view Consistent customer service Customer onboarding Drive inbound sales Deploy best next actions Improve cross sell rates Reduce Churn Reduce Marketing costs Develop insight & Create multi-channel Deploy customer Monitor performance customer propensity models campaigns centric process Customer marketing platform © 2009 Portrait Software
  8. 8. Customer centricity – what does it feel like? They know what I can afford Costs match my budget They understand Context based me recommendation as the They make relevant and customer balance and timely suggestions They value profile fit the requirements me! The customer recently ordered travellers cheques and foreign currency Easier to understand product information and visual representation of financial status They are helpful Customer centric processes affecting more than one They communicate clearly They know what I systems and/or significant They are always and easily available They are well trained want events in the customer life Services and products match my needs © 2009 Portrait Software Strictly Portrait Software Confidential page 8
  9. 9. A Selection of Our Customers © 2009 Portrait Software Strictly Portrait Software Confidential page 9
  10. 10. Portrait suite existing components (new sales) • Churn, cross-sell and behaviour prediction • Marketing, Sales, Service fulfilment • Visual insight into data • Dynamic single view of customer • Automated statistical modeling • Drives user interaction & dialogue Analytics • Role based interfaces for business, • Manages back-office workflow marketing managers and analysts • Orchestrates data integration • Rich customer centric ETL • Visual configuration of business processes • Integrates to marketing execution • Preconfigured process libraries • Unique Uplift application • Call centre, branch, internet assets Inbound • Outbound centric customer dialog • Real-time interaction decisioning • Multi-channel support for Email, SMS, social • Dynamic relevance & eligibility of message networks, print, landing pages, telemarketing • Business rules and real-time analytics • Customer selection and preference mgmt Outbound • Strategy priorities for value and propensity • Visual definition of conversation flow • Dynamically retrieves data from enterprise • Bounce handling and link tracking • Fits to existing CRM and channel systems • Questionnaires and surveys • Measurement and reporting of response • Measurement and reporting of dialog • Integrates with PCM for fusion © 2009 Portrait Software Strictly Portrait Software Confidential page 10
  11. 11. Europe (Headquarters) The Smith Centre, The Fairmile Henley-on-Thames, Oxfordshire, RG9 6AB, United Kingdom T: +44 (0)1491 416600 F: +44 (0)1491 416601 Americas 125 Summer Street 16th Floor Boston MA 02110, USA T: +1 617 4575200 F: +1 617 4575299 Asia Pacific Level 7 15-17 Young Street Sydney NSW 2000 Australia T: +61 2 9276 2728 F: +61 2 9276 2799 Scandinavia Maridalsveien 87, Bygg 1 0461 Oslo Norway T: +47 22 38 91 00 F: +47 23 40 94 99 Edinburgh 39 Melville Street Edinburgh EH3 7JF, United Kingdom T: +44 (0) 131 220 4491 F: +44 (0) 131 220 4492