inspire interactive value proposition – gmc software
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Interactive opportunities in enterprises
Darren Collins I Sept 2016
2016 - © GMC Classification: PUBLIC
GMCCanon Session
Sep 2016
Interactive Server
2016 - © GMC Classification: PUBLIC
How to present Interactive ?
Composition engine
Business Process
rules
Business Content
Assembly rules
• Brings control to the business users ( “métiers”)
• Quicker editing and changes
• Insertion of messages in real-time
• Easy-to-build approval processes
• Impact analysis of all changes
• Compliance control
Approval
Remote Authoring
Allows business people to collaborate efficiently to build documents templates :
• That are Business Critical
• Complex to assemble
• Include inputs from various departments
• Exposed to compliance risks
• Needs approval
2 main applications
Letter Writing
Allows business people to issue one-off correspondence based on already built templates:
• On-demand correspondence
• Context based documents
• Need pre-population of data
• Time sensitive
• Choose the channel
2016 - © GMC Classification: PUBLIC
Remote Authoring
• Insurance Contracts
• Pension fund reports
• Regulatory communications
• Private banking reports
• Legal terms and conditions
• (Any with regular changes)
Example of documents
Letter Writing
• Call-center ad-hoc documents
• Transaction confirmation
• Contracts with e-Signatures
• Loan applications
• Micro-mailing
• Forms filling docs
2016 - © GMC Classification: PUBLIC
Can be used for
2015- © GMC - 62015- © GMC - 6
Where to sell ?
2016 - © GMC Classification: CONFIDENTIAL 6
Anywhere where rules to build documents are complex or frequent changes required
Local Governments Insurance Utilities Health Care Finance
Who will benefit?
2016 - © GMC Classification: PUBLIC
• You speed up their processLine of business
(operations)
• Save them from lower value tasksIT
• Significant increase in client satisfaction
CX / Customer Care
• Huge value in controlling compliance
Legal and Regulatory
2016 - © GMC Classification: PUBLIC
Example of ROI
Tangible, measurable benefits
2016 - © GMC Classification: PUBLIC
Business correspondence arriving late after contract agreement creates significant additional call center costs
Time to market1
Allowing business-user direct access to personalised messages inside existing business correspondence, significantly increases client engagement
Faster messaging implementation2
Speeding-up the Business-user time to generate an Ad Hoc correspondence. Saving extremely precious expert time in real value-added activities
Ad hoc letter writing in minutes3
Uncontrolled outgoing communication and correspondence has proven to be a major risk and cost factor for banks. We can control and mitigate this risk
Compliance control4
2016 - © GMC Classification: PUBLIC
Time to Market
• Contract confirmation latency generates call-center
traffic – one call carries a minimum of 8€ of direct
cost
• Brand damage
• Shorter lead time, one week faster reduces related
call-centre activity by 40%
• This was the only justification of BENELUX client to
invest in Inspire Interactive
• Interactive saves you 3.200€ a month of call-
center costs
Benefits
One call center call: 8€Number of monthly calls: 1.000Monthly reduction: - 400Net min monthly reduction: 3.200€Plus brand protection
Value
Time to Market
2016 - © GMC Classification: PUBLIC
2016 - © GMC Classification: PUBLIC
Increases cross-selling and upselling
• Typical one-to-one campaign is quarterly maximum as
editing and approval process too heavy
• Client base not engaged as much as they could be at
this pace.
• Typical return of upsell/cross-sell campaign under 0,5%
• With business-users able to generate personalised
monthly communication this rates increase to 1,5% +
• With full-color personalisation this ramps up to 4,0%+
• Interactive increases your ability to upsell 3-5 times
Regular upsell - assets managed: 485k€Monthly personalized messaging: 2.427k€Full-color personalized messaging: 6.956k€*
Value
Increases cross-selling and upselling
2016 - © GMC Classification: PUBLIC
Benefits
* Figures from public Bradesco Brasil presentation - Xplor
2016 - © GMC Classification: PUBLIC
Detailed Results
Results Template SimpleSteps to be done
Template simple User 1 User 2 User 3 User 4 User 5 User 6 User 7 Average User 1 User 2 User 3 User 4 User 5 User 6 User 7 Average User 1 User 2 User 3 User 4 User 5 User 6 User 7 Average User 1User 2 User 3 User 4 User 5 User 6 User 7 Average
Search template + open file + write address
and text into template + save and
distribute to senior writer
5:09 4:41 6:15 3:30 4:09 3:55 4:07 4:32 0:56 0:45 2:21 0:45 1:08 1:15 1:19 1:12 4:13 3:56 3:54 2:45 3:01 2:40 2:48 03:19 82% 84% 62% 79% 73% 68% 68% 74%
Same as previous + text block (paragraph
insertion)6:53 6:43 7:37 4:16 4:34 4:52 5:24 5:45 1:24 1:08 3:54 1:29 1:54 1:56 2:41 2:03 5:29 5:35 3:43 2:47 2:40 2:56 2:43 03:41 80% 83% 49% 65% 58% 60% 50% 64%
Same as previous + change name of writer +
load images (signature)8:43 8:09 9:10 5:30 5:51 6:01 6:38 7:08 1:39 1:31 4:34 1:59 3:24 2:20 3:26 2:41 7:04 6:38 4:36 3:31 2:27 3:41 3:12 04:27 81% 81% 50% 64% 42% 61% 48% 61%
Results Template ComplexSteps to be done
Template complex User 1 User 2 User 3 User 4 User 5 User 6 User 7 Average User 1 User 2 User 3 User 4 User 5 User 6 User 7 Average User 1 User 2 User 3 User 4 User 5 User 6 User 7 Average User 1User 2 User 3 User 4 User 5 User 6 User 7 Average
Search template + open file + write address
+ 4x text edit in template + save and
distribute to senior writer
05:14 05:13 05:19 03:23 03:46 04:00 04:58 04:33 02:04 01:23 02:04 01:03 01:10 02:16 01:09 01:35 03:10 03:50 03:15 02:20 02:36 01:44 03:49 02:57 61% 73% 61% 69% 69% 43% 77% 65%
Same as previous + text block ( paragraph
insertion)06:58 07:15 06:41 04:09 04:11 04:57 06:15 05:46 02:32 01:46 03:37 01:47 01:56 02:57 02:31 02:26 04:26 05:29 03:04 02:22 02:15 02:00 03:44 03:20 64% 76% 46% 57% 54% 40% 60% 57%
Same as previous + 2x edit in template 07:37 08:09 07:57 04:49 04:58 05:49 06:57 06:36 03:03 02:11 04:06 02:12 02:19 03:23 02:55 02:52 04:34 05:58 03:51 02:37 02:39 02:26 04:02 03:43 60% 73% 48% 54% 53% 42% 58% 56%
Same as previous + change name of writer +
load images (signature)09:27 09:35 09:30 06:03 06:15 06:58 08:31 08:02 03:18 02:34 04:46 02:42 03:49 03:47 03:40 03:30 06:09 07:01 04:44 03:21 02:26 03:11 04:51 04:31 65% 73% 50% 55% 39% 46% 57% 55%
%
%
Gain (in minutes)
Gain (in minutes)
Time others (in minutes) Time II plus (in minutes)
Time others (in minutes) Time II plus (in minutes)
Ad hoc letter writing in minutes
GMC on customer site study made with 7 users during 2 full days (2013)
Ad hoc letter writing in minutes
• One-to-one contracts, confirmation, Ah hoc
correspondence created using banking software,
legacy correspondence processes are not optimized
• Due to the lack of properly manged assets,
resources and business rules, letter-writing can take
up to 15 mins for a qualified senior staff to generate.
• On top of opportunity cost of not using senior staff to
other value-added task, using Interactive will save
from 3 to 5 min* pure labour cost of these expert, for
each letter
• Interactive save you 2.750€ monthly in
correspondence time saving
Fully loaded FR monthly salary : 70k€Hourly rate equivalent: 41,3€Average saving per Ad hoc letter: 2,75€Monthly saving based on 1.000 letters: 2.750€
Value
Benefits
*Sources: Insurance client, GE Money bank and customer tests2016 - © GMC Classification: PUBLIC
3 out of 5 mortgage applications were missing key pieces of information including signatures and proof of salary.
Citibank Cost: $31 million
printscreen
printscreenCo-op bank needed to raise $669 million to cover the
costs for technical non-compliance to the Consumer
Credit Act. They identified a batch of loans for which it
had issued statements three days late. The error was the
result of a human computer programming error.
Co-op bank Cost: $699 million
Compliance control
2016 - © GMC Classification: PUBLIC
Compliance control
2016 - © GMC Classification: PUBLIC
“HSBC is spending up to £525m annually on its compliance and risk programme and employs a tenth of its workforce, 24,300 people, on this work”February 12, 2015 by Ian Griggs , 1 comment
2016 - © GMC Classification: PUBLIC
Compliance control
Compliance control
• Non-compliant communication have generated fines
ranging from 10m€ to 500m€ very recently
• A major compliance beach needs 20 to 30%
additional yearly marketing budget to defend brand
reputation
• A fully controlled and compliant communication is
saving between 20% and 30% of insurance premium
paid on this specific risk item.
• Interactive protects your brand and saves you
100k€ per year of insurance premium
Typical premium paid for CCM risk (yr): 400k€+Rebate after full process audit: 25%Minimum direct yearly saving: 100k€*
Value
Benefits
http://www.wsj.com/articles/SB100014240529702034997045766247039977913902016 - © GMC Classification: PUBLIC
2016 - © GMC Classification: PUBLIC
50 new Inspire Interactive clients since 2013.
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