The document discusses the importance of customer experience in financial services and the need for institutions to adapt their communication strategies to comply with regulations like GDPR and improve accessibility through modern technology. It outlines challenges faced by companies in consolidating customer information and the benefits of migrating to cloud-native platforms for managing communications and compliance. Examples are provided of successful transformations for financial institutions that have effectively integrated their customer communications on modern platforms.

1. Nextgenerationcustomer
communications
management
TimNelms
Vice President
—
ChrisMcLaughlin
Chief Product & Marketing Officer

2. Customer-focusedfinancialinstitutions
understand…
“CustomerExperience
willovertakepriceand
product asthekey
brand differentiator
by 2020.”
– Walker, 2017
“You’vegot to start
withthecustomer
experienceand work
back toward the
technology,not the
otherway around.”
– Steve Jobs

3. Customer
centricity
raisesthebar
forfinancial
services
products&
services
Easy Fast Personalized
Relevant Immediately
Available
Consistent

4. Customer
centricity
placesagreater
demandon
accessto
information
DeviceAgnostic24/7Access Convenience
Choice Environmentally
Friendly

5. Keybusiness
drivers
M&ACustomer
Experience
Compliance
&Corporate
Governance
Omni-channel
Delivery
Reduced
CarbonFootprint

6. Supporting high-volume
communications
§ 5B insurance documents are printed and mailed every year
in the US & Europe
§ This number increases to 7B annually in the banking
industry
§ Generated by core insurance systems and document
composition tools
§ Example document types include statements, billings,
notices, reminders, welcome packs, EOBs, policy
documents, renewals, failed payments, mid-term
adjustments, cancellations and claims documentation
“Consumers want more
frequent, meaningful and
personalized
communications.”
- EY, “Five tech trends that will
define the future of insurance”
(2019)
Source: USPS and European Commission Postal Service

7. Addressing modern compliance
mandates
§ General Data Protection
Regulation (GDPR)
§ California Consumer Privacy Act
of 2018
§ Insurance Conduct of Business
(UK)
§ ADA, UK Equality Act, EU Codes
“GDPR went into effect in May 2018 and
requires consent from consumers
before their data may be used. Among
numerous protections, consumers will
need to be informed if their data is
moved outside the European Union,
havetherighttobe“forgotten,” and
will be given a chance to contest the use
of automated algorithms.
Violations come with serious fines—up
to 4 percent of a company’s worldwide
net sales.
- Deloitte, 2019 Insurance Outlook

8. Legacy systemshinderaccess
to information
§ Now over 25 years old
§ Difficult to support diverse access methods
§ Difficult to integrate to modern insurance, CRM and
customer service solutions
§ Can not meet modern compliance requirements
§ Not cloud-native/cloud-friendly
§ Can cost well over $2M per year to maintain
§ Technical skills sets are increasingly difficult to find

9. A smarterapproach
§ Crawford enables print-stream
conversion for AFP, Metacode,
line data, PCL and PostScript to
PDF
§ Fully accessible documents with
PDF/UA, HTML5 and braille
§ Nuxeo provides cloud-native
content management
§ Theresult:a completely
modern alternative for unlocking
your customer communications
“The traditional drivers of cloud computing—cost savings and pay-as-you-consume
contracts—will likely continue to push usage. Yet the next round of adoption will likely be
driven by other key benefits that cloud offers—namely speed, flexibility, and scalability.”
- Deloitte, 2019 Insurance Outlook

10. One of the top 5 financial
services brands in the world,
this group of retail and
commercial banks has more
than 102 million customers
and 14,000 branches
globally.
“Future-proofing” a financial institution
Challenges
§ Growing volume of documents spread across different locations &
systems (2.5B+)
§ Increasing security & regulatory compliance mandates
§ Lack of resource to develop homegrown solution
§ Rapid growth further exacerbating issues
Solution
§ Migrate existing customer communications to Nuxeo Platform
§ Replace legacy IBM CMOD system
§ Seamlessly integrate to existing customer service systems
Results
§ Substantial cost reduction
§ New mobile app for personalized statement delivery
§ Prompt response to Subject Access Requests (SARs)
§ Foundation for ongoing digital transformation (agile/DevOps)

11. One of the leading financial
services groups in the
Eurozone with retail banking,
investment banking and
asset management in 45
countries worldwide.
Addressing European Union VAT regulations
Challenges
§ Société Générale needed to archive statements and structured data in
compliance with European Union VAT regulations
§ In addition, the introduction of the Single European Payment Authority (SEPA)
required payment transaction archiving
§ Documents need to be retained for over 7 years for regulatory reasons and
the current archive contained over 30 billion records, including PDF
documents
§ Four different external portals access the archive and provide online
document access to customers
Solution
§ Transforms AFP content to PDF and indexes it for archiving
§ A global regulatory archive containing over 100 billion records
Results
§ A single platform for structured data archiving and semi-structured records,
such as payments and statements
§ Access to statements and data across bank staff and customers
§ Full compliance with current European payment and VAT regulations

12. If P&C Insurance Company
Ltd. (If) is a property and
casualty insurance company
with approximately 3.8
million customers in
Sweden, Norway, Finland,
Denmark, Estonia, Latvia,
Lithuania and Russia.
If is the Nordic market leader
in private, commercial and
industrial insurance.
Consolidating accessto information
Challenges
§ If needed to rationalize three existing archives into a single unified
platform
§ Documents in the archives are retained for at least 11 years in order to
comply with relevant local laws for insurance policy documents
§ The existing IBM CMOD system contained over 100 application groups
and 100 million documents stored in AFP and PDF
§ Four external, customer-facing portals are used for for online e-
presentment
Solution
§ Converts AFP data into industry standard PDF/A and extracts
customer number and policy number for indexing
§ Integration with insurance business systems and web portal
Results
§ Migrated off of IBM CMOD archive in just three months
§ Instant access to customer communications reduces call times
§ Significant annual cost savings over CMOD solution

13. Keybenefits
13
1
2
3
4
5
6
Cloud-basedplatform
Low-cost, open-API platform. Consolidate
customer information.
Privacy&compliance
Comply with new customer-privacy mandates.
Reducedsystem costs
Eliminate expensive legacy systems.
Reducedprintcosts&carbon footprint
$5M annual cost reduction by moving printed
communications to digital channels.
Improvedcustomerexperience
Anytime, anywhere access to critical
information. Completely device-agnostic.
Customerself-service
Reduce call-center traffic and costs.

14. Learnmore
14
With over 1,800 customers on six continents, Crawford Tech
solutions and “know how” enable the largest banks, insurers,
healthcare providers, utilities and print services companies to
use their existing technologies, documents and data in new
ways.
TimNelms
tnelms@crawfordtech.com
www.crawfordtech.com
Nuxeo is the developer of the industry’s leading intelligent Content
Services Platform. We are fundamentally changing how people
work with data and content to realize new value from digital
information. Our open source, cloud-native platform has been
deployed by over 3,000 organizations worldwide.
ChrisMcLaughlin
cmclaughlin@nuxeo.com
www.nuxeo.com

15. Thank
you!
www.nuxeo.com
info@nuxeo.com