Customer Communication Management


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  • Friday, August 19, 2011 Shariq Khan
  • Friday, August 19, 2011 Shariq Khan
  • Friday, August 19, 2011 Shariq Khan
  • Friday, August 19, 2011 Shariq Khan
  • Friday, August 19, 2011 Shariq Khan
  • Friday, August 19, 2011 Shariq Khan
  • Friday, August 19, 2011 Shariq Khan
  • Friday, August 19, 2011 Shariq Khan
  • Friday, August 19, 2011 Shariq Khan
  • Friday, August 19, 2011 Shariq Khan
  • Friday, August 19, 2011 Shariq Khan
  • Friday, August 19, 2011 Shariq Khan
  • Friday, August 19, 2011 Shariq Khan
  • Friday, August 19, 2011 Shariq Khan
  • Friday, August 19, 2011 Shariq Khan
  • Customer Communication Management

    1. 1. Presentation Booting Up…
    2. 4. Agenda <ul><li>About NEWGEN </li></ul><ul><li>Our Understanding about MDwise </li></ul><ul><li>Why CCM? </li></ul><ul><li>NEWGEN Solution Architecture </li></ul><ul><li>Case Studies </li></ul><ul><li>Why NEWGEN? </li></ul>
    3. 5. NEWGEN Snapshot <ul><li>Software Products in CCM, BPM and ECM </li></ul><ul><li>80 0+ installations in 40 countries </li></ul><ul><li>Credited with some of world’s largest implementations </li></ul><ul><li>FY 10-11 Revenue – $29,000,000 </li></ul><ul><li>Employee Strength – 1000+ </li></ul><ul><li>Innovative Culture, Dedicated R&D centre, 35 patents </li></ul><ul><li>Certified for ISO 9001:2008, ISO 27001:2005 and CMMI Level3 </li></ul>Investors Offices USA UK UAE India
    4. 6. NEWGEN Industry Recognition Emerging India Award for IT, ITeS & ICE Significant player in Banking Market Leader in DM & WF Innovator in ECM 2010 ECM & BPM MQ Report Fastest Growing Significant Player Market Leader Innovator Very Large Installations Global Winner 2009 Red Herring 100 Global Winner
    5. 7. Our US Customers
    6. 8. Our Understanding about MDwise <ul><li>Use Business Intelligence, Data Integration Software from SAS </li></ul><ul><li>Provide Medicaid to 300,000 members </li></ul><ul><li>Make appx. 40,000 phone calls and send appx. 900,000 letters each month to your members </li></ul><ul><li>No automation as yet for Customer Communication </li></ul><ul><li>Spend significantly on ATL, BTL Marketing </li></ul><ul><li>Mission - To enhance Customer Experience </li></ul>
    7. 9. Source: &quot;Customer Experience Correlates to Loyalty,&quot; Forrester Research, February 2009 Why customer experience is important ?
    8. 10. Objective is to move customers from satisfied to loyal and then from loyal to advocate
    9. 11. Study 2% increase in customer Retention leads to 10% Revenue increase Customer Retention Revenue Customer Retention New CUSTOMER CREATION Acquiring new customers can cost five times more than satisfying and retaining current customers Source : Prentice Hall, Leading on the Edge of Chaos, by Emmett C. Murphy and Mark A. Murphy.
    10. 12. Common CMO Pain Areas Overcrowded, competitive markets Service differentiation is difficult How do I make the communications more relevant and appealing
    11. 13. One Stop solution for Enhanced Customer Experience. Harness Marketing Potential using CCM.
    12. 14. What is CCM? <ul><li>“ Customer Communication Management is a convergent set of Information Technology solutions that together provide Marketing Communication professionals the ability to advance the way that they communicate with their customers.” </li></ul><ul><li>Gartner Group, Forrester Research and Madison Advisors </li></ul>
    13. 15. WHY CCM? <ul><li>Traditional Marketing is losing its impact with each passing day </li></ul><ul><li>Consumers tend not to pay required attention and sometimes even ignore these adverts </li></ul><ul><li>Contrarily, transactional documents are opened and read by more than 90% of consumers and are more likely to be studied for longer </li></ul><ul><li>Also, inclusion of advertising material along with transactional statements is not penetrating! </li></ul>
    14. 16. WHY CCM? <ul><li>What needs to be done? </li></ul><ul><li>The best way for blending transactional document with promotional campaigns needs to be evaluated </li></ul><ul><li>Targeted and well positioned messages should be generated and distributed to customers </li></ul><ul><li>Customer interest should be tracked to identify promotion effectiveness with the objective to acquire all the relevant details about the customer </li></ul>
    15. 17. WHY CCM? <ul><li>NEWGEN Customer Communication Management System (O2MS) is one-stop solution for managing enterprise output in a seamless, cost-effective manner that impacts your business’ top-line and bottom-line required for communicating effectively with customers. </li></ul>
    16. 18. Business Challenges Up-Selling & Cross-Selling is required for targeting the right offer to the right customer on the basis of analysis of transaction Capturing customer interest on various promotions for lead generation Consolidation of multiple products like Hoosier Healthwise Program, Care Select Program, Healthy Indiana Program Consolidation of multiple systems like Claims Processing, Enrollment and Provider Communication
    17. 19. Cross Selling EXAMPLE
    18. 20. Dynamic Hyperlink EXAMPLE
    19. 21. Business Challenges <ul><li>Graphical and textual analysis of Information present in the statement to enhance customer experience </li></ul><ul><li>Distribution to multiple output channels like print, email and web presentment is challenging due to high TAT for replicating changes </li></ul><ul><li>Dependency on Vendors/IT experts for performing minor changes on different systems leading to escalated costs </li></ul><ul><li>Enforcing branding guidelines like font style and background to ensure consistency in all customer communication for brand creation </li></ul>
    20. 22. Solution Highlights O MNI OMS
    21. 23. NEWGEN Solution <ul><li>Deployment of O2MS engine for NEWGEN Solution interacting with disparate systems & distributing statements across multiple output channels </li></ul><ul><li>Statement Archival in O2MS repository for volume independent search & retention management </li></ul><ul><li>Enforcing branding guidelines by using base-lined Template and Style gallery </li></ul><ul><li>Bounced mail tracking & instant ROI by controlling wastage & ensuring statement reaches end customer </li></ul>
    22. 24. NEWGEN Solution <ul><li>Defining multiple distribution cycles for same statement in accordance with end customer’s distribution frequency </li></ul><ul><li>Integration with Internet Banking & CRM by exposing Web Services </li></ul><ul><li>Design/Authoring Tool for easy designing with Drag & drop interface </li></ul><ul><li>Unicode support for locale specific web portal for business users & generating statement as per end user’s preferred language </li></ul>
    23. 25. Benefits from O MNI OMS
    24. 26. Key Benefits Single Statement Template For Multiple Distribution Channel Loyalty Generation and Brand Building Consolidate overlapping Technologies Easy Change Management Regulatory Compliance Reducing IT Support Cost Optimization and better control on wastages Go Green Better Up-selling and Cross Selling
    25. 27. Components
    26. 28. NEWGEN Solution Architecture Portal/E-Forms Email Requests Event Based Triggers Template Design Approvals Sampling & Final Approval Core Systems On Demand Communication Web Presentment Emails Print Mobile Input Channels Output Channels Archival & Record Mgmt Request Automated Rule Based Collation & Processing Template Management Interactive Communication Request Initiation Routing Editing Approval Structured Communication Batch Initiation/ Consolidation Sample Approval Final Batch Run Event Dashboard for Real Time Monitoring Structured Output Engine Correspondence Generation Engine Delivery Engine CRM Composition Designer External Systems Document Output Management Adobe InDesign MS Word Document Authoring Tools Rule engine
    27. 29. Case Studies
    28. 30. Business Challenges: Consolidation of Information from Multiple Source into Single Customer Statements Enforcing Branding Guidelines Multiple Cycle of Customer Statements Archival of historical Customer Statements Tracking of Returned Mail Enhancing Customer Experience Case Study - Global Bank
    29. 31. <ul><li>Solution Provided: </li></ul><ul><ul><li>Deployment of O2MS Engine to send statement through Email </li></ul></ul><ul><ul><li>Single statement for multiple products (Consolidation) </li></ul></ul><ul><ul><li>Enforcing Branding guidelines by using base lined Template and Style Gallery </li></ul></ul><ul><ul><li>Statement archival in O2MS Repository </li></ul></ul><ul><ul><li>Integration with Internet Banking and CRM </li></ul></ul><ul><ul><li>Bounced mail tracking </li></ul></ul><ul><ul><li>E-Statement Subscription notification </li></ul></ul>Case Study - Global Bank
    30. 32. Letter Generation for Leading Healthcare Payer <ul><ul><li>Automated letter generation in specified templates by taking inputs from multiple systems; ensuring zero manual error </li></ul></ul><ul><ul><li>Storage of output communications helped in cost saving and real time access </li></ul></ul><ul><ul><li>Business users were empowered by making available communications online for future references </li></ul></ul><ul><ul><li>Tracking of already sent communication was made possible </li></ul></ul><ul><ul><li>Template version management to ensure consistency in communication </li></ul></ul><ul><ul><li>Eliminated the chances of loss of correspondence due to manual mistakes </li></ul></ul><ul><ul><li>MIS for higher management </li></ul></ul>
    31. 33. Why NEWGEN? Entire gamut of Business Process, Output & Tech Consulting First-time right, tailored solution owing to our industry knowledge Fastest implementation cycles in the industry Complete ownership of the deployment India Delivery advantage passed on to you Flexible licensing to suit the enterprise needs Operational integration of distributed branches & central location Last mile integration, partnership with other core system players One-stop shop for Report Archival and Output Management products Highly focused on leading edge product development Support for mission critical processes across multiple locations 24 x 7, reliable support for your organization Comprehensive Product Range Industry Domain Expertise Enterprise-wide Coverage Rapid Deployment Mission-critical Process Support Value for Money
    32. 34. <ul><li>  </li></ul><ul><li>Multi Currency, Multi Language, Multi ERP, Multi Process, Multi TimeZone </li></ul><ul><li>Growing (35%) faster than the industry (30%) </li></ul><ul><li>  </li></ul><ul><li>70% is repeat business </li></ul><ul><li>Architecture caters to current and future needs even after organic or inorganic growth </li></ul><ul><li>Services - Consultancy, Implementation, Training & Support </li></ul><ul><li>  </li></ul>Why NEWGEN?
    33. 35. <ul><li>Competition: </li></ul><ul><li>Most of the solutions are not ready for full enterprise requirements </li></ul><ul><li>Have limited presence </li></ul><ul><li>Are focused on a particular industry </li></ul><ul><li>Lack a strong workflow &/or ECM support </li></ul>Why NEWGEN?
    34. 36. We work as a Partner, not as a vendor!
    35. 38. <ul><li>ONE MORE THING. </li></ul>
    36. 40. Thank You