[Webinar Slides] How Will the Proliferation of Mobile Impact How You Process Customer Information
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Smartphones are everywhere. It is estimated that 4.2bn people have a toothbrush, but 5.1bn people have a cell phone! Learn how to use smartphones to transform your business processes and become mobile-centric. Want to follow along with the webinar replay? Download it here for free: http://info.aiim.org/mobile-impact
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[Webinar Slides] How Will the Proliferation of Mobile Impact How You Process Customer Information
- 10. Underwri(en by: Console Terminals PC Laptop Notebook Smart Phablet Direct ConnecVon RS-232 Ethernet Dial-Up Modem Broadband 3G / 4G WiFi / Fibre IT Only Specialist Office Worker Mobile Workforce Any Employee Customers Data Room LocaVon Based Company Wide Customer Site Home Working Anywhere 1960 1970 1980 1990 2000 2010 Loca(on User Connec(vity Device Mobility (Distance from Source) Timeshare MulV-User Client- Server Web Apps Interface Source: George Parapadakis, Alfresco Welcome to the Mobile Era
- 12. Underwri(en by: For the Enterprise § Only 22% have mobile access to important corporate documents § 21% have mobile capture. § 20% content creaVon and commenVng. § 13% have process interacVon on mobile.
- 14. Underwri(en by: Poor Mul(-Channel Communica(on How do you deal with mulV-channel inbound content?
- 16. Underwri(en by: Time for Change! Address the strategic role of mobile. § Customer journey § Commerce, loyalty, analy(cs § Reach § Distributed workforce § Behavior change Source: Bill Seibel, Mobiquity How are you looking at mobile devices for content access and data capture?
- 21. Underwri(en by: 21 § UPS experience big savings from a(enVon to detail § 1 mile is worth $50M* § 1 minute is worth $14.6M* § 1 minute of idle Vme is worth $515K** Previous Route ORION Route Source: Divya Sachdev, Head of SCS IT, UPS Europe Commerce, Loyalty, & Analy(cs
- 22. Underwri(en by: Image source: h(p://www.flickr.com/photos/globalx/4864001692/ Distributed Workforce
- 26. Underwri(en by: Say goodbye to… § Keys § Wallet § Keycards § Credit cards § Remote controls § ID cards § Baby monitors § Pocket cameras § NavigaVon systems § Watches § Remote controls § And many more…
- 28. Underwri(en by: The Mobile Manifesto § Promises for the Mobile Mind Shil § Wherever I am, your company is available § Whenever I choose, your business service is at my fingerVps § Whatever my next step, you have anVcipates my needs § Whatever my acVon, you are ready to respond Source: Forrester report “Re-Engineer Your Business for Mobile Moments” Jan 24, 2014
- 31. “One second is the new minute” w Customers expect, no demand, to be able to use any electronic device to be able to interact with merchants. w Yet, most merchants do not understand that customers want a multi-channel self-service and assisted-service ways of buying products and services.
- 32. Do you have a mobile strategy that delivers.. Cutting Costs Speed Time to Productivity Improve Retention Improve Data Quality Reduce Admin Time Cross-sell / Upsell Stay Compliant Drive Performance
- 33. An effective mobile strategy… w Powers mobile moments by utilising the camera to enroll new customers, deposit a cheque, pay a bill, or transfer funds. w Eliminates friction by auto-populating forms which reduces customer interaction time from minutes to seconds. w Allows you to provide an exceptional customer experience as well as acquire new customers faster, along with retain and service existing customers
- 34. Imagine if you could turn the camera into an “intelligent scanner” Mortgage & Lending First Notice of Loss (FNOL) Funds Transfer Receipt Capture Complaint Handling Credit Card Balance Transfer Bill Pay & Payee Enrollment Remote Deposit Capture Onboarding & New Account Opening Insurance & Medical Claims Competitive Quoting And many, many more…
- 35. Use Case Example - Receipt Capture 35
- 36. Does adaptive web deliver a compelling CX? 36 “Serving customers in their mobile moments demands a new approach to mobile banking. Shrinking or squeezing an experience designed for the PC onto a small screen fails to take into account the needs of customers on the go. Instead, the immediacy, availability, and context of mobile devices gives digital banking teams the opportunity to simplify tasks and help customers make better decisions throughout their journeys and even through the course of the day. “ Forrester, State of Mobile Banking Report, 2015
- 37. w It’s imperative that Consumers are given options on how they interact with Merchants/Retailers. w They may want to start using one device and move to another to complete the transaction.. w Whilst we see some interactions that “start and end” on a mobile device there are many interactions that start from a PC/Web browser. w From within the Case/Transaction there is a need for captured documents to be added to the process, in a controlled secure manner. Thinking about Mobile Differently We have the ability to change the “Digital Touch Point” a consumer engages with. 15
- 38. w You are completing an Insurance Claim or opening an Investment Account from your PC. w As you have 15+ questions to answer this could not be completed on a mobile device. w As you complete the form you are asked to submit an external document or ID to the process.. Just imagine.. 3 8 Ÿ If only.. You had the option to enter your mobile number to receive the instructions.
- 39. w You are completing an Insurance Claim or opening an Investment Account from your PC. w As you have 15+ questions to answer this could not be completed on a mobile device. w As you complete the form you are asked to submit an external document or ID to the process.. w If only.. You received an SMS message to enable you to upload the missing document. Just imagine.. 39 39
- 40. w You are completing an Insurance Claim or opening an Investment Account from your PC. w As you have 15+ questions to answer this could not be completed on a mobile device. w As you complete the form you are asked to submit an external document or ID to the process.. w If only.. You were given clear on-screen instructions to snap a picture of the required document. Just imagine.. 40 17
- 41. w You are completing an Insurance Claim or opening an Investment Account from your PC. w As you have 15+ questions to answer this could not be completed on a mobile device. w As you complete the form you are asked to submit an external document or ID to the process.. w If only.. You received confirmation you uploaded the correct document in a controlled secure manner, with no images being written to the Camera Roll. Just imagine.. 41 18
- 42. u Who’s benefiting from Kofax Mobile Capture™ today 42
- 43. w When on-boarding a new customer for a Credit Card application the customer is required to present a valid form of Identify to complete the process. The details from the Identify form, normally a Driving License, are manually input into the eForm which takes several minutes and introduces possible data entry errors. w They have implemented and deployed Kofax Mobile Capture to dynamically extract the relevant data from the Driving License to populate the electronic Application Form. This ensures all data elements are correct and reduces the on-boarding time dramatically. Global credit card company – customer on-boarding 43 Remote Cheque Deposit Problem domain How we helped Problem domain How we helped u Due to the strong financial assurance provided by financial regulations in the UAE, cheques are still a primary method of consumer bill payment, with close to one million cheques cleared per month for a population of less than four million people. u To support the “Smart Government” initiative Emirates NBD Bank decided to enhance its existing mobile banking application by developing a comprehensive Remote Cheque Deposit capability. The primary benefits of the initiative are convenience for the client (no need to visit a bank branch or CDM) and efficiency for the bank (no need to physically handle the cheques for clearing), plus showing to the market that ENBD is staying ahead of the latest technology developments.
- 44. FinecoBank 44 About FinecoBank • FinecoBank is UniCredit Group’s direct multichannel bank offering a business model combining direct banking and financial advice. • In 1999 Fineco SIM, one of the most active SIM in the Italian market, launches the first online trading retail service in Italy. • At the end of 1999 Fineco became a real bank and launched the first current account paid in Italy. In the following months the service was transformed from deposit accounts to full accounts, with payment cards, checks, phone cards. • FinecoBank are using the Kofax Mobile solution to capture the “F24” Form that is required for Tax Payments. h(p://www.aziendabanca.it/noVzie/fineco- app-apple-android-funzionalita
- 45. European Consumer Bank w When purchasing iPad’s, iPhones, and iMac devices, through a retail operation, this Consumer Bank in Spain is providing the personal finance options. However this retail currently have a paper- less approach and in order to streamline the account opening process the Bank implemented an App, on iPhone, that dynamically extracts the data from a Spanish Driving License or National ID to simplify the process of completing the mandatory eForms. w By snapping a picture of an ID, rather than manually typing the information into the eForm, they will save three minutes per transaction. Ÿ Currently in development and will be deployed later this year. International Consumer Bank w When purchasing a Car in Germany the Car Dealer arranges the financing of the purchase from this Consumer Bank. This a complex paper-based process where applications forms, proof of earnings and proof of Identify are required. Once completed all the paperwork is sent to the Consumer Bank for processing before the funds are released taking several days, and introduces delays should the information provided be incorrect or missing. w Using the camera on their smartphone all documents are transferred electronically and validated in real-time. Ÿ The Kosyfa App is currently being used by 18,000+ Car Dealers in Germany. A Customer Case Study is available. Leveraging intelligent mobile capture in personal finance 45
- 46. Problem domain w On-boarding of new customers required the customer to visit a branch. They had situations where key documents, needed for the on-boarding process, were missing or incorrect. How we helped w By implementing Kofax Mobile Capture the Sales Reps from the Bank can visit key customers to complete the whole on- boarding process using their Smartphone. This has allowed them to provide a greater level of customer service and ensure that all the information presented is validated to deliver a greater level of "know your customer" compliance. Large South African Bank – Customer On-boarding 46 Customer on-boarding u When a customer accepts an Insurance Renewal from Allstate Insurance they were required to go online or speak with Customer Service to complete the payment process. u Using Kofax Mobile Capture Allstate are providing their customers with a simple efficient way of renewing. From their App the customer captures the renewal form and their preferred choice of payment - credit or debit card. Problem domain How we helped
- 47. 47 Delivering a compelling CX is NOT a Leap of Faith but a necessity..
- 48. 48 Don’t get left behind. Think Mobile Capture - think Kofax..