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HOW WE DID THE   The Sad Case of
INVESTIGATIONS   StagnoBank – Part 3
Prelude – StagnoBank - Part 3


    This deck accompanies the
    Sad Case of StagnoBank - Part 3 Video
    at http://youtu.be/ByiamsM6NPI

    You find this case by searching with keywords
    “BSI Teradata Case StagnoBank.”

    This deck is designed to answer questions about the Teradata
    technologies shown in the story. We’ll cover mobile banking,
    self-service banking, multi-channel analytics, digital
    marketing, and customer campaigns using Aprimo.

    For best effect, run it in Powerpoint animation mode.


2
Note from the Investigators

    Hi Everybody,

      We’re the brains behind the scenes and wanted to answer your
      questions about “how did you do the StagnoBank brainstorming
      so fast?”

      This write-up will give you an idea of our clients’ architecture
      and some details of the BI screens.

      Take a look, and if you still have questions, send them to us at
      the www.bsi-teradata.com FB page!

      Yours truly,

      Mathieu Ames and
      Jodice Blinco

3
Scene Synopsis

• Jodice’s Office at BSI HQ – Simon explains the situation,
  shows Jodice KPIs and reports, and commissions the work
• Jodice kicks off the Project with Max, Mercedes, and Mathieu

4 Weeks Later

• BSI Conference Room – readout of ideas for Better
  Marketing (Max), Better Customer Service (Mercedes), and
  Mobile Apps (Matt)
• Wrapup Meeting with Simon, in Jodice’s office

• This deck show’s Matt’s work on Mobile Apps – Part 3; see
  also Part 1 for Max’s, and Part 2 for Mercedes’ ideas


4
Scene 1: Problems at StagnoBank!
Meeting of Simon (CMO) and Jodice (BSI)

Simon and Jodice … in her office talking

• Simon: “I’m the new CMO, only on the job for 3 months, but
  everywhere I turn, we have problems”
• Big issue – we’re a big, old bank, perceived as “behind the
  times.” No appeal to younger households.
• Asks Jodice to do a quick BSI project to come with turnaround
  ideas. One of the areas to evaluate is better mobile apps.




                                              Simon,
                                           StagnoBank’s
                                               CMO

5
StagnoBank’s Mobile App - Problems




6
Our chief Jodice assigns Matt the area of
consumer apps, mobile, and geospatial




7
Scene 2: Readout (4 weeks later)
What Did Matt Come Up With?

    Matt Ideas   “Consumer     “My Bank        Use
                 Intelligence” Looks Out for   Geospatial to
                 budget/       Me” alerts      drive
                 planning apps                 customer
                                               education




8
Matt’s Idea #1:
Consumer Intelligence Apps
Mercedes focused on customer service, but Matt doesn’t think
that will be enough – people don’t always call the care center.
Much more activity is done with self service, so he
focuses on that area, especially mobile web apps.

• One way to “get ahead of the competition” is to offer people
  more value in return for a long-term banking relationship
    > Traditionally banks capture and store “their data” about the
      customers
• Matt’s IDEA: Why not open up the system via mobile apps
  and “share the data,” and “share the insights,” using
  consumer (mobile) apps?
    > Just like business people have “BI” tools, why not give the
      consumers some “CI” (consumer intelligence) tools???


9
Matt’s 1st Focus: Self-Service Apps

• To do this, StagnoBank will need to give customers access to
  “their data” and let them download that data and do
  interesting things with it – e.g., write their own apps, or
  more likely, download third-party apps that provide useful
  budgeting and planning tools
     > Today, many banks already give people “reports” like your
       monthly statement, but those are canned and not the same as
       giving them data or apps


• Note: the bank might build some, but not all, of these apps
  itself
     > StagnoBank might form some customer forums, hold some
       competitions for the best StagnoApp
     > That might be the quickest idea of tapping into consumer ideas
       (and create a cottage industry of application developers!)
     > A positive side effect for the bank is to gain insights on other
10     customer needs
Matt’s Idea #1:
Consumer Intelligence Budget/Planning Apps




11
Matt’s Idea #1:
Consumer Intelligence Apps

• Examples can include budgeting and credit scoring – and the
  more of this they do on the Bank platforms, the better!
     > Here’s a sample Budgeting Application. Does simulations of
       “what happens to my net worth if I get a part-time job that
       brings in $500 per month, don’t increase my spending, and when
       grandma dies I inherit $10,000?”
• Makes customers sticky. If you spend time building out “Your
  Budget,” you are unlikely to move to another bank. The
  bank also can serve you better, the more they know about
  your needs.
     > Could also get some “buzz” going, e.g., a younger customer txts
       a friend: “StagnoBank provided me with cool budget and
       planning apps – you have to check them out.”
     > Goal is to get younger customers so excited they use word-of-
       mouth marketing to turn things around, build up the number of
       StagnoBank younger customers
12
Matt’s Idea #1: Consumer Intelligence Apps
“Increase Your Credit Score” Self-Serve App

     Matt comes up with another app, perhaps a little futuristic but at
     some point, there needs to be much more transparency about
     your credit score, and how to improve it. In this case:

         1. You pull your data from this bank into the app and add any other
            financial info from other sources
         2. You establish short-term and long-term goals/needs
         3. App comes back with a plan of action for getting you what you
            need to do in order to realize those goals and needs
     Like:

             which bills to pay off to increase your credit score –
       to help you qualify for a bank low interest loan for a mortgage,
                     car loan, or low interest credit card

     The app develops an action plan based on your individual needs and not
     just generic advice. The plan also includes suggestions for relevant
     banking products and services. The core idea: the consumer “plays
     around” with the apps; that activity drives them to the bank for additional
     products and services
13
Credit Improvement App




14
Matt’s Idea #1: Consumer Intelligence Apps
Summary




15
Idea #2: Alerts that “Look Out For Me”
1. Ben and Casey want to buy a new house, and they know
   rates have dropped a bit. It’s not worth it for them to buy
   until rates drop a little more, but they don’t want to miss
   the “low.”
                               3. Home loan
                               rates were
                               dropping, but are
                               now going up

                                4. When
2. Ben enters a trigger:        StagnoBank
                                sees an
     Notify us if the 30-day    inflection point,
       moving average           Ben gets a
        for house loans         notifier
         starts going up
16
Behind the Scenes – Teradata Technologies

• StagnoBank will need to evolve its architecture to use what
  Teradata calls “Active” Technologies. These include:
     > Active Load – all information flows from the bank’s operational systems
         into Teradata in trickle feed or mini-batch mode. This ensures that
         Teradata “knows” the up-to-date state of all customers, as well as updated
         internal information like today’s interest rate changes
     >   Active Alerts – when Teradata “sees” a condition change (like a loan rate
         decrease), it checks to see if anyone has subscribed to be notified of those
     >   Active Access – Teradata can provide access to wider sets of users of data
         and insights, extending the value of the system from the bank’s internal
         users to the end customers running Consumer Intelligence apps
     >   Active Integration – using modern Service Oriented Architectures, Teradata
         can link to all the front-end systems, including the one that drives mobile
         phone communications (as well as ATMs and Contact Centers)
     >   Active Workload Management – the bank will need to give consumer-
         oriented interactions the highest priority so customers get sub-second
         response times (interrupting traditional BI jobs momentarily)
     >   Active Availability – as the bank moves towards more of these real-time,
         active workloads, it will need to engineer redundancy into the system
17
The Six Active DW Elements




18

                             18
Behind the Scenes – Mobile Technologies

• StagnoBank will need connect Teradata to its mobile
  architecture.

• Many of the Teradata BI partners – MicroStrategy, Cognos, Business Objects,
  Microsoft, and Air2Web – have mobile programs that:
     > Provide an editing and dialogue tool for presentment of information on any of a
       variety of mobile platforms, accommodate their screen formats and gesture
       capabilities for the user interface
     > Provide the APIs for passing SQL queries to the database
     > Work with a variety of networking infrastructures
     > Work with a variety of mobile phone operating systems


• By the time Teradata sees the request, it is a web service request that
  contains SQL. Teradata unwraps the web service package, runs the SQL, and
  provides the answer, which is then wrapped as a web service response and
  returned.
• The next page shows an Air2Web infrastructure implementation.



19
Mobile Message Routing - Example

                                                                              Teradata &
                                                                           Teradata Partners
                                  “The Corporate Memory” -
                          Teradata Warehouse & Teradata Campaign
                                    Management System



         Mobile
     Dialogue Editor                                               Air2Web
       & Publisher                                                 Messaging
                                                                   Platform




         Mobile
    Network (Carriers)




 Individual Consumers
   & Handset types

    20
©2010 Air2Web, Inc. |20
Behind the Scenes – Alerts

• Event Based Marketing from Aprimo uses a “trigger” to identify
  a need to communicate, and then automatically executes a
  communication to a customer through a defined channel (e.g.,
  email, text)
     > Ben sets a “trigger” rate, which is captured in his customer profile
       in Teradata. It can be changed as often as needed
     > This “trigger” is filtered by the current interest rate using a
       formula/business rule developed by the bank (e.g., on UPDATE, if
       customer trigger > current rate, then send text to customer)
     > This business rule can be as sophisticated as necessary, to include
       a calculation of “inflection point” on interest rate movements,
       which can be compared with Ben’s trigger
     > When a trigger fires, a message to “push” to the end device is
       constructed and sent by Aprimo to the mobile infrastructure




21
Matt’s Idea #3: Geo Apps for Education

• It’s one thing to build these apps, but
  you also have to educate people on how
  to access and use them
     > Younger people will probably figure this
       out on their own; older people and
       techno-phobic people will need some
       handholding
• “Education” could be a marketing
  campaign, run using Aprimo
     > Where StagnoBank has Points of
       Presence – like ATMs and Branches, we
       can use those to deliver awareness and
       app education campaigns
• Reinforce a reason to come into those
  unused branches to talk …
     > “Hey! Have you heard about the Stagno
       Mobile Apps Initiative? – come in and learn”
22
Idea #3 in Action: Drive Education at Branches

One element of a multi-channel “campaign for
Mobile App Education” (based on Aprimo
technologies from Teradata) could drive an extra
screen for selected customers when they are
withdrawing cash from a physical ATM

• Example: Ellen is withdrawing cash
  from the ATM outside the branch
• We know our mobile app expert Suzie
  is available to do an explanation right
  now (web service callout to check her
  calendar)
• System splices in one extra
  customized page while awaiting cash
  to dispense
• Suzie meets Ellen at the door with a
  cup of coffee or a smoothie for her!
• Raises consumer awareness of the
  StagnoBank apps

23
Behind the Scenes: How Does It Work?
               Augmenting ATM Workflows with Teradata


                                 PROFILE (TD)    •Aprimo Customer Info
Teradata Aprimo Workflow




                                                 • Segment/Event – App Education Campaign
                                                 • Planning for Multi-Channel Communications
                                    PLAN (TD)    • Personalization
                                                 • Aprimo Relationship Manager

                                                 At the ATM

                           COMMUNICATE (ATM)     • ATM Aprimo Real-
                                                 Time Interaction
                                                 Manager Client

                                                 • ATM
                             FULFILL (ATM, +…)   • Mail/Email
                                                 • Call Center, Web
    24
                                                 • Branch/Teller
Idea #3: More Options

Other Geo-Mobile Phone Education Examples:
• When we detect an existing customer is within 100 yards of a branch,
  and has their StagnoApp enabled (and has granted permission for
  StagnoBank to contact them), an invite SMS goes out to their mobile
  to encourage them to come into the branch – could be like the
  previous example - come in for education on apps
• StagnoBank could send other messages:

You were charged for exceeding your Bank Credit Card limit last month. If you
have time to come into this branch, we could help you to avoid this in the future!

or

We can confirm you’ve just received a significant deposit of $980. If you need to
think of ways to invest this, pop into the branch, and we can talk about options
for investing …

• Consumers can also use StagnoBank mobile/geo apps to find the
  nearest ATM to can avoid costly fees
 25
Idea #3: More Options

Consumer-initiated App Example

• Where is the closest ATM? (to avoid fees from other bank’s ATMs)

• How It Works
      > This triggers a Teradata geospatial query to via the app API.
      > Sends the consumer’s lat/longitude location to Teradata
      > Teradata uses the customer’s location to calculate distance to StagnoBank’s
        5 nearest ATMs and send a map with overlap to the mobile device
      > Customer could pick one
      > And then get directions (using a mobile devices navigation app with
        location of the selected ATM as the destination.)




 26
Summary: Matt Ideas on Self-Serve Apps

     Matt Ideas   “Consumer     “My Bank        “Geospatial
                  Intelligence” Looks Out for   Apps” to
                  budget/       Me” alerts      drive
                  planning apps                 customer
                                                education

                      Matt          Matt             Matt
                      #1            #2               #3




27
Vote for Matt!
(he wants to get promoted)




28
Scene 4: Jodice Sums Up the Three Ideas with Simon


     • Simon likes the ideas
     • Says he’ll take them back to the Bank
     • And come back the next week with what they want to do
       next. Will probably want to invite the BSI Team over to
       the bank to present …


     Simon’s happy!
     So

     Jodice is happy!

     And it’s good to keep the
     Big Boss happy!


29
Summary – All Ideas From the BSI Team
     Max Ideas     Event-Based      GoldenPath      Attribution
                   Campaigns to     Analysis to     Analytics and
                   increase         increase        Digital
                   relevance        channel         Marketing
                                    effectiveness   Optimization

     Mercedes Ideas “One and        Customized    Same agent
                    Done”           button        call routing
                    screens for     pushes on the
                    contact         Interactive
                    center agents   Voice
                                    Response

     Matt Ideas    “Consumer     “My Bank           “Geospatial
                   Intelligence” Looks Out for      Apps” to
                   budget/       Me” alerts         drive
                   planning apps                    customer
                                                    education

30
For More Product Information

• If you’re in the banking industry, you may want to look at
  Teradata offers at http://www.teradata.com/industry-
  expertise/financial-services/

• For more Teradata information, see: www.teradata.com. If
  you’re interested in more case studies or information about the 6
  Active technology elements, search on keyword “Active”

• For more information on Aprimo Relationship Manager, see:
        http://www.aprimo.com/Products_.aspx?id=2265

• For more information on Aprimo Real-Time Interaction Manager,
      see: http://www.aprimo.com/Products_.aspx?id=2266




31
THANKS FOR WATCHING!
Check Out Mercedes’ and Max’s Ideas, Too!




     Part 2:
Mercedes:
Better
Customer
Service                                      Part 1:
                                            Max:
                                            Better
                                            Marketing




32
BEST BANKING DECISIONS POSSIBLE


You can find all of our BSI episodes at www.bsi-teradata.com or on
YouTube (keywords: BSI Teradata Case)

How We Did It Powerpoints available, too, at www.slideshare.net
(keywords: “BSI Teradata Case”)

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BSI Part 3 - Better Consumer Apps - Sad Case of Stagno Bank - How We Did It

  • 1. HOW WE DID THE The Sad Case of INVESTIGATIONS StagnoBank – Part 3
  • 2. Prelude – StagnoBank - Part 3 This deck accompanies the Sad Case of StagnoBank - Part 3 Video at http://youtu.be/ByiamsM6NPI You find this case by searching with keywords “BSI Teradata Case StagnoBank.” This deck is designed to answer questions about the Teradata technologies shown in the story. We’ll cover mobile banking, self-service banking, multi-channel analytics, digital marketing, and customer campaigns using Aprimo. For best effect, run it in Powerpoint animation mode. 2
  • 3. Note from the Investigators Hi Everybody, We’re the brains behind the scenes and wanted to answer your questions about “how did you do the StagnoBank brainstorming so fast?” This write-up will give you an idea of our clients’ architecture and some details of the BI screens. Take a look, and if you still have questions, send them to us at the www.bsi-teradata.com FB page! Yours truly, Mathieu Ames and Jodice Blinco 3
  • 4. Scene Synopsis • Jodice’s Office at BSI HQ – Simon explains the situation, shows Jodice KPIs and reports, and commissions the work • Jodice kicks off the Project with Max, Mercedes, and Mathieu 4 Weeks Later • BSI Conference Room – readout of ideas for Better Marketing (Max), Better Customer Service (Mercedes), and Mobile Apps (Matt) • Wrapup Meeting with Simon, in Jodice’s office • This deck show’s Matt’s work on Mobile Apps – Part 3; see also Part 1 for Max’s, and Part 2 for Mercedes’ ideas 4
  • 5. Scene 1: Problems at StagnoBank! Meeting of Simon (CMO) and Jodice (BSI) Simon and Jodice … in her office talking • Simon: “I’m the new CMO, only on the job for 3 months, but everywhere I turn, we have problems” • Big issue – we’re a big, old bank, perceived as “behind the times.” No appeal to younger households. • Asks Jodice to do a quick BSI project to come with turnaround ideas. One of the areas to evaluate is better mobile apps. Simon, StagnoBank’s CMO 5
  • 7. Our chief Jodice assigns Matt the area of consumer apps, mobile, and geospatial 7
  • 8. Scene 2: Readout (4 weeks later) What Did Matt Come Up With? Matt Ideas “Consumer “My Bank Use Intelligence” Looks Out for Geospatial to budget/ Me” alerts drive planning apps customer education 8
  • 9. Matt’s Idea #1: Consumer Intelligence Apps Mercedes focused on customer service, but Matt doesn’t think that will be enough – people don’t always call the care center. Much more activity is done with self service, so he focuses on that area, especially mobile web apps. • One way to “get ahead of the competition” is to offer people more value in return for a long-term banking relationship > Traditionally banks capture and store “their data” about the customers • Matt’s IDEA: Why not open up the system via mobile apps and “share the data,” and “share the insights,” using consumer (mobile) apps? > Just like business people have “BI” tools, why not give the consumers some “CI” (consumer intelligence) tools??? 9
  • 10. Matt’s 1st Focus: Self-Service Apps • To do this, StagnoBank will need to give customers access to “their data” and let them download that data and do interesting things with it – e.g., write their own apps, or more likely, download third-party apps that provide useful budgeting and planning tools > Today, many banks already give people “reports” like your monthly statement, but those are canned and not the same as giving them data or apps • Note: the bank might build some, but not all, of these apps itself > StagnoBank might form some customer forums, hold some competitions for the best StagnoApp > That might be the quickest idea of tapping into consumer ideas (and create a cottage industry of application developers!) > A positive side effect for the bank is to gain insights on other 10 customer needs
  • 11. Matt’s Idea #1: Consumer Intelligence Budget/Planning Apps 11
  • 12. Matt’s Idea #1: Consumer Intelligence Apps • Examples can include budgeting and credit scoring – and the more of this they do on the Bank platforms, the better! > Here’s a sample Budgeting Application. Does simulations of “what happens to my net worth if I get a part-time job that brings in $500 per month, don’t increase my spending, and when grandma dies I inherit $10,000?” • Makes customers sticky. If you spend time building out “Your Budget,” you are unlikely to move to another bank. The bank also can serve you better, the more they know about your needs. > Could also get some “buzz” going, e.g., a younger customer txts a friend: “StagnoBank provided me with cool budget and planning apps – you have to check them out.” > Goal is to get younger customers so excited they use word-of- mouth marketing to turn things around, build up the number of StagnoBank younger customers 12
  • 13. Matt’s Idea #1: Consumer Intelligence Apps “Increase Your Credit Score” Self-Serve App Matt comes up with another app, perhaps a little futuristic but at some point, there needs to be much more transparency about your credit score, and how to improve it. In this case: 1. You pull your data from this bank into the app and add any other financial info from other sources 2. You establish short-term and long-term goals/needs 3. App comes back with a plan of action for getting you what you need to do in order to realize those goals and needs Like: which bills to pay off to increase your credit score – to help you qualify for a bank low interest loan for a mortgage, car loan, or low interest credit card The app develops an action plan based on your individual needs and not just generic advice. The plan also includes suggestions for relevant banking products and services. The core idea: the consumer “plays around” with the apps; that activity drives them to the bank for additional products and services 13
  • 15. Matt’s Idea #1: Consumer Intelligence Apps Summary 15
  • 16. Idea #2: Alerts that “Look Out For Me” 1. Ben and Casey want to buy a new house, and they know rates have dropped a bit. It’s not worth it for them to buy until rates drop a little more, but they don’t want to miss the “low.” 3. Home loan rates were dropping, but are now going up 4. When 2. Ben enters a trigger: StagnoBank sees an Notify us if the 30-day inflection point, moving average Ben gets a for house loans notifier starts going up 16
  • 17. Behind the Scenes – Teradata Technologies • StagnoBank will need to evolve its architecture to use what Teradata calls “Active” Technologies. These include: > Active Load – all information flows from the bank’s operational systems into Teradata in trickle feed or mini-batch mode. This ensures that Teradata “knows” the up-to-date state of all customers, as well as updated internal information like today’s interest rate changes > Active Alerts – when Teradata “sees” a condition change (like a loan rate decrease), it checks to see if anyone has subscribed to be notified of those > Active Access – Teradata can provide access to wider sets of users of data and insights, extending the value of the system from the bank’s internal users to the end customers running Consumer Intelligence apps > Active Integration – using modern Service Oriented Architectures, Teradata can link to all the front-end systems, including the one that drives mobile phone communications (as well as ATMs and Contact Centers) > Active Workload Management – the bank will need to give consumer- oriented interactions the highest priority so customers get sub-second response times (interrupting traditional BI jobs momentarily) > Active Availability – as the bank moves towards more of these real-time, active workloads, it will need to engineer redundancy into the system 17
  • 18. The Six Active DW Elements 18 18
  • 19. Behind the Scenes – Mobile Technologies • StagnoBank will need connect Teradata to its mobile architecture. • Many of the Teradata BI partners – MicroStrategy, Cognos, Business Objects, Microsoft, and Air2Web – have mobile programs that: > Provide an editing and dialogue tool for presentment of information on any of a variety of mobile platforms, accommodate their screen formats and gesture capabilities for the user interface > Provide the APIs for passing SQL queries to the database > Work with a variety of networking infrastructures > Work with a variety of mobile phone operating systems • By the time Teradata sees the request, it is a web service request that contains SQL. Teradata unwraps the web service package, runs the SQL, and provides the answer, which is then wrapped as a web service response and returned. • The next page shows an Air2Web infrastructure implementation. 19
  • 20. Mobile Message Routing - Example Teradata & Teradata Partners “The Corporate Memory” - Teradata Warehouse & Teradata Campaign Management System Mobile Dialogue Editor Air2Web & Publisher Messaging Platform Mobile Network (Carriers) Individual Consumers & Handset types 20 ©2010 Air2Web, Inc. |20
  • 21. Behind the Scenes – Alerts • Event Based Marketing from Aprimo uses a “trigger” to identify a need to communicate, and then automatically executes a communication to a customer through a defined channel (e.g., email, text) > Ben sets a “trigger” rate, which is captured in his customer profile in Teradata. It can be changed as often as needed > This “trigger” is filtered by the current interest rate using a formula/business rule developed by the bank (e.g., on UPDATE, if customer trigger > current rate, then send text to customer) > This business rule can be as sophisticated as necessary, to include a calculation of “inflection point” on interest rate movements, which can be compared with Ben’s trigger > When a trigger fires, a message to “push” to the end device is constructed and sent by Aprimo to the mobile infrastructure 21
  • 22. Matt’s Idea #3: Geo Apps for Education • It’s one thing to build these apps, but you also have to educate people on how to access and use them > Younger people will probably figure this out on their own; older people and techno-phobic people will need some handholding • “Education” could be a marketing campaign, run using Aprimo > Where StagnoBank has Points of Presence – like ATMs and Branches, we can use those to deliver awareness and app education campaigns • Reinforce a reason to come into those unused branches to talk … > “Hey! Have you heard about the Stagno Mobile Apps Initiative? – come in and learn” 22
  • 23. Idea #3 in Action: Drive Education at Branches One element of a multi-channel “campaign for Mobile App Education” (based on Aprimo technologies from Teradata) could drive an extra screen for selected customers when they are withdrawing cash from a physical ATM • Example: Ellen is withdrawing cash from the ATM outside the branch • We know our mobile app expert Suzie is available to do an explanation right now (web service callout to check her calendar) • System splices in one extra customized page while awaiting cash to dispense • Suzie meets Ellen at the door with a cup of coffee or a smoothie for her! • Raises consumer awareness of the StagnoBank apps 23
  • 24. Behind the Scenes: How Does It Work? Augmenting ATM Workflows with Teradata PROFILE (TD) •Aprimo Customer Info Teradata Aprimo Workflow • Segment/Event – App Education Campaign • Planning for Multi-Channel Communications PLAN (TD) • Personalization • Aprimo Relationship Manager At the ATM COMMUNICATE (ATM) • ATM Aprimo Real- Time Interaction Manager Client • ATM FULFILL (ATM, +…) • Mail/Email • Call Center, Web 24 • Branch/Teller
  • 25. Idea #3: More Options Other Geo-Mobile Phone Education Examples: • When we detect an existing customer is within 100 yards of a branch, and has their StagnoApp enabled (and has granted permission for StagnoBank to contact them), an invite SMS goes out to their mobile to encourage them to come into the branch – could be like the previous example - come in for education on apps • StagnoBank could send other messages: You were charged for exceeding your Bank Credit Card limit last month. If you have time to come into this branch, we could help you to avoid this in the future! or We can confirm you’ve just received a significant deposit of $980. If you need to think of ways to invest this, pop into the branch, and we can talk about options for investing … • Consumers can also use StagnoBank mobile/geo apps to find the nearest ATM to can avoid costly fees 25
  • 26. Idea #3: More Options Consumer-initiated App Example • Where is the closest ATM? (to avoid fees from other bank’s ATMs) • How It Works > This triggers a Teradata geospatial query to via the app API. > Sends the consumer’s lat/longitude location to Teradata > Teradata uses the customer’s location to calculate distance to StagnoBank’s 5 nearest ATMs and send a map with overlap to the mobile device > Customer could pick one > And then get directions (using a mobile devices navigation app with location of the selected ATM as the destination.) 26
  • 27. Summary: Matt Ideas on Self-Serve Apps Matt Ideas “Consumer “My Bank “Geospatial Intelligence” Looks Out for Apps” to budget/ Me” alerts drive planning apps customer education Matt Matt Matt #1 #2 #3 27
  • 28. Vote for Matt! (he wants to get promoted) 28
  • 29. Scene 4: Jodice Sums Up the Three Ideas with Simon • Simon likes the ideas • Says he’ll take them back to the Bank • And come back the next week with what they want to do next. Will probably want to invite the BSI Team over to the bank to present … Simon’s happy! So Jodice is happy! And it’s good to keep the Big Boss happy! 29
  • 30. Summary – All Ideas From the BSI Team Max Ideas Event-Based GoldenPath Attribution Campaigns to Analysis to Analytics and increase increase Digital relevance channel Marketing effectiveness Optimization Mercedes Ideas “One and Customized Same agent Done” button call routing screens for pushes on the contact Interactive center agents Voice Response Matt Ideas “Consumer “My Bank “Geospatial Intelligence” Looks Out for Apps” to budget/ Me” alerts drive planning apps customer education 30
  • 31. For More Product Information • If you’re in the banking industry, you may want to look at Teradata offers at http://www.teradata.com/industry- expertise/financial-services/ • For more Teradata information, see: www.teradata.com. If you’re interested in more case studies or information about the 6 Active technology elements, search on keyword “Active” • For more information on Aprimo Relationship Manager, see: http://www.aprimo.com/Products_.aspx?id=2265 • For more information on Aprimo Real-Time Interaction Manager, see: http://www.aprimo.com/Products_.aspx?id=2266 31
  • 32. THANKS FOR WATCHING! Check Out Mercedes’ and Max’s Ideas, Too! Part 2: Mercedes: Better Customer Service Part 1: Max: Better Marketing 32
  • 33. BEST BANKING DECISIONS POSSIBLE You can find all of our BSI episodes at www.bsi-teradata.com or on YouTube (keywords: BSI Teradata Case) How We Did It Powerpoints available, too, at www.slideshare.net (keywords: “BSI Teradata Case”)