Portrait Software is a customer experience management company that provides software to help companies become more customer-centric. The document discusses how customer centricity is important for business success and increased revenue. It then summarizes Portrait's software suite which includes analytics, outbound marketing, and inbound recommendation tools to optimize customer interactions across channels. The software aims to provide a single customer view, personalized recommendations, and consistent service to improve customer retention and cross-selling.

1. Portrait Software
Who are we?
Winner 2009
DMA Future
Innovators Award

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. 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. 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. Portrait competencies
Focus on
areas of core
competence
Combined
with our core
values
© 2009 Portrait Software Strictly Portrait Software Confidential page 5

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. 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. 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. A Selection of Our Customers
© 2009 Portrait Software Strictly Portrait Software Confidential page 9

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. 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