Get a 360 Customer View and

New flex points for effective

Transformation into Digital Business

Customer Engagement Management Platform

.

The Key to Digital Transformation

The Strategy to Transform the Business into the era of Digital Business

and Customer Centricity requires a Holistic approach. The Strategy should

be based on an Enterprise Architecture that addresses both the Business

and the IT side of the Organization. Central areas to address in the

transformation to Customer Centricity are; Information and Service

Management, Customer Engagement Management, Customer Experience

Management and Security and Privacy Management.

The reduction of time to market is moving towards real time events and

pushes the organization to collaborate in new ways. Projects, with a start

and end are transformed into Continuous Delivery with shorter and shorter

releases of new and updated services. Agility and Flexibility are keys both

from an Organizational and an IT Architecture point of view.

Customer Engagement Management Platform

Boomerang is a proven Customer Engagement Management platform.

With Boomerang the business can get a 360 Customer View together

with the ability to act on and manage the Customer Engagement

throughout the business in a unified way. This provides for Internal

efficiency and the ability to Empower the customers to self-manage their

services.

Boomerang helps to drive Customer Centricity and Digital

Transformation of the Business. Boomerang provides a framework for

building digital services including processes that supports a customer

centric transformation of the business.

“New services need

to be delivered fast

and to Omni-

channels.

Using Boomerang,

you avoid the risk of

getting a “silo

based” service

delivery. Instead

you will get a

defragmented set of

services providing a

structure for

growth.”empowermentefficiency

Drive internal Provide external

by creating one customer information focal point

by creating one unified service access form all channels

Copyright © 2016. All rights reserved.

.

Boomerang consists of three modules:

Customer Engagement Manager (CEM): A Customer Record connecting interaction, services, transactions and contracts into a 360 view of the Customer

Engagements

Contract Manager (CM): Ties together the Contract to the Products and Services with the Customer, and Manages the Contracts life cycle.

Business transactions, Customer Dialog, Claims, Change Requests are consolidated into a 360 Contract View

Adaptive Case Manager (ACM): Service Management connecting Services, Vendors Customers and Contracts together incl. Dialog and Document

Management (Disputes/Change Management /Questions/ Decisions /Reimbursements)

Copyright © 2016. All rights reserved.

Boomerangs Architecture provides new flex points to existing services for effective transformation into digital business models

RESTful Orchestration (BPM)

Customer Engagement

Manager (CEM)

Contract Manager (CM) Adaptive Case Manager

(ACM)

Portals (CMS) Mobile App Back-office Partner Portals

Core Business applications

Customer Deposits Loans Cards Payments BI

JS

ON

JS

ON

SO

AP

XM

L

RE

ST

JS

ON

Social Media

JS

ON

API Gateway (REST)

JS

ON

and integration of

meta data to

structure Customer

Engagement

Information

of processes to get

complete and

structured real-time

customer information

and insight to enable

internal Efficiency

to access, interact and manage each

step of the business process, and

create unified services for Omni-

channel, with the customer.

Empowers the customer with self-

administration of services and

preferences.

CUSTOMERENGAGEMENT

CUSTOMEREXPERIENCE

INFORMATION & SERVICE

Customer Engagement Manager (CEM)

Boomerang Customer Engagement Manager (CEM) offers a customer centric integration platform. Customer Information is compiled by collecting all customer linked data and services into one central depository.

1. All services can be managed from the same starting point which supports improved Efficiency in the internal processes.

2. Structured Customer Data is created by design and gives real-time Business Insight

3. Distribution of self services is enabled through open REST-API’s exposing end-points to all channels. This makes providing of self-services and thereby Empowering customers easy. Possibility for customers to register for a user account with support for various ways of authentication: e-ID, Facebook/Twitter, username/password or email/password

4. Effective structure for aggregating and Manage the collection of natural persons data in the business, for Transparency and build Digital Trust, in accordance with present and future General Data Protection Regulations

Multiple resources can be consolidated and managed for the Customer; Cases, Cards, Payments, Orders, Contracts, Engagements, Preferences etc. into a unified Customer Centric approach providing a 360 view.

“All important

customer centric

information is

accessible in the

Boomerang back

office system. It’s

responsive design

and keyboard

support enables

efficient use from

your PC, tablet or

smart phone.”

Copyright © 2016. All rights reserved.

Contract Manager (CM)

The Contract Manager ties together the Contract to the Products and Services with the Customer, and

Manages the Contract’s life cycle. Order Management, Business transactions (Payments and Delivery),

Customer Dialog, Claims, Change Requests are consolidated into a 360 Contract View.

Contract/ Agreement

Customer

Product/ Service

Sign & Seal

Sets the rules for the

Agreement

Terms &

Conditions

Agreemnet linked to

Customer

The Customer validates the Agreement

AgreementStatus: Active

3:d party Autentication

Service

Credentials/

Token

GovernanceOrder Management and Service Monitoring:

Status changes,

Business Transactions,

Automation of deviasion

flows e.g. Notification via e-mail to Customer or

Stakholders

Case/ Claim/

CR

Customer Dispute/CR

linked to

Product/Service

CR of Agreement

1

2

3

4

5

6

7

8

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Boomerang’s solution is highly flexible and allows the business to decide which parts should be handled

internally in Boomerang and which parts should be handled by external systems, such as e-commerce sites,

fulfillment providers, ERP- and ticketing systems. Payments are always handled externally to comply with the

PCI standard. The fact that the CM module comes with pre build adapters together with Boomerangs ease

of integration enables rapid deployment.

The Contract Manager flexibility permits both automation and manual handling of the entire process or part

of the process, depending on setup and configuration. The solution also supports single purchases (manual),

subscriptions (periodic), auto load (threshold) and tokenization by saving credit cards connected to the

customer.

The CM-module consists of:

Product depository

• Basic product information

• Sales/channel/distribution information

• Product packages containing multiple

product parts

• A generic support to connect business

rules to any product

Billing

• Tokenization

• Functionality for credit orders, sales

orders

• manual and automatic refund of orders

Contract

• Payment contracts

• Service level agreements

E-commerce

• Shopping cart

• Order and fulfillment process

• Payment processes supporting direct

debit-, credit card- and recurring card

payments

Financial reports

• Basis for account management for input

to General Ledger

• Management of VAT accounts

• Management of clearance accounts

Adaptive Case Manager (ACM)

Boomerang is designed to meet the fact that there are great variations in

a business’s policies and processes. This is achieved using a highly

flexible solution designed to be able to configure and support these

differences.

Collect• Omni-channel support. The customer can interact and report

cases from multiple channels like Facebook Feed and Messenger,

Twitter, email, SMS, Web forms and Mobile apps an open REST-API

to support customized front-end applications

Structure• Back office-application that gives the case officers support in

handling all incoming cases from one list regardless of submitted

channel

• Streamlined quality assurance and case officer support by

matching deviations to contracts and policies and route cases to

different skill groups

Process• Process Automation and streamline workflows based on Policies

linked to service, event and customer type structured into Case

Types

• Decision making based on Business rules including validation of

data in multiple Systems

• Effective and Flexible communication templates optimized for

each response channel, dynamic data linking for personalization,

structured by; case type, topic and language

• Settlement support including Reimbursement and possibility to re-

invoice compensation costs to external parties (stakeholders)

“Boomerang provides the quality

assured structure for effective

interaction with the customer across

channels”

Copyright © 2016. All rights reserved.

Policy based Automation of handling of Cases, based on input parameters and validations of data, that is mapped to relevant Policy and predefined Decision and Customer Response Message.

...or Manually Handling “Wizard”.where a Policy is selected with predefined Decision options.

The Response Message/Notice to the customer is issued directly using channel-optimized communication templates.

Optimized “One screen information” on each screen to be able to settle each step of the process with out “swopping” between screens or applications for efficient Handling.

The customer can interact and report cases from both traditional- and social- channels like Facebook Feed and Messenger.

One depository for all communication regardless of channel and creating a 360 view.

Omni-channel support

Automation support

About CeleritiFinTech

CeleritiFinTech, is a banking software and services company

that delivers digital software and services to global banking

clients. This innovative enterprise, a joint venture of global IT

leaders CSC (NYSE: CSC) and HCL Technologies (BSE:

HCLTECH), helps banking clients globally extend investments

in existing platforms and implement innovative solutions that

combines people, technology, process and services to

accelerate growth. CeleritiFinTech invests in platform

modernization and product functionality enhancements to

capitalize on the proven capabilities of both parent companies

in addressing the multi-billion-dollar, global core banking

software market.

Copyright © 2016. All rights reserved.