newgen software inc
TRANSCRIPT
Customer Communication Management
NEWGEN SOFTWARE INC.
COPYRIGHT 2016, NEWGEN SOFTWARE INC.COPYRIGHT 2016, NEWGEN SOFTWARE INC.
CCM - An Overview
Strategy to improve the creation, delivery, storage and retrieval of outbound communications, including those for –
• Account statements, Loan status letters
• Marketing materials, New product launches
• Welcome kits
• Online premium quotes
• Group and individual policies
• Explanation of benefits letters
• Claims correspondence and documentation
• Renewal notifications
• Bill and payment notifications
Improved communications with:
• Customers
• Partners
• Regulatory bodies
• Distributors
▪ “Strong Performers” –“Customer Communications Management” Wave report, Q2 2016
▪ Positioned in Customer Communication Management MQ, 2017
Changing Trend – Need for digital communicationstrategy and not just statements
3
Web
Mobile
Paper
Phase1 Phase2
Paper ElectronicDigital Channels
NewgenCCM -
OmniOMS
Update on account statement request
Update on service request
Account statement
Home loan offer
Offer on fixed deposit
Renewal reminder
Bill payment notification
Archival & Retrieval
CRM /Call
Centre
Core
Internal
Employee /
Field Agent
Billing
Front Office
Back Office
Self-Service
Interactive
Batch
On-Demand
Digital TouchpointsOrganizationCommunication
TypesBANKING
NewgenCCM -
OmniOMS
Policy renewal
Update on service request
Welcome kit
Policy dispatch notification
Claim approval / rejection
Certificate of insurance
Premium payment notification
Archival & Retrieval
CRM /Call
Centre
Core
Internal
Employee /
Field Agent
Billing
Front Office
Back Office
Self-Service
Interactive
Batch
On-Demand
Digital TouchpointsOrganizationCommunication
TypesINSURANCE
Why CCM ?
Data from multiple sources• Credit Card System• Loan Management System• CRM
Personalized communications• Rule based insertions• Targeted content
Managing High Volume Generations• Multiple generation cycles• Priority based generation
Multiple Delivery Channels• Preference based delivery• Change replication across channels
Compliance with Industry Regulations• Control over customer communication • Ability to quickly respond to regulatory
changes
Structured
•Documents generated for a large number of customers in batches, often in large volumes
•Scheduled production runs that process vast amounts of variable data
•e.g. monthly statements
Interactive
•Requires human touch for completion by providing variable data or selecting content (by internal staff) in a structured template, usually backed by a workflow
•e.g. letter correspondences, customer service letters, letter of credit
On-demand
•Events triggered from Web, phone, transactional systems by customers or agents
•The system sends the entered data to a document service that composes the required communication and sends it back in real time
•e.g. payment acknowledgement receipts, auto insurance renewal
Structured, interactive, on-demand communications
Streamline Enterprise Wide Communications
COPYRIGHT 2016, NEWGEN SOFTWARE INC. 8
Letters Invoices Statements
ProposalsPolicies /
ContractsRegulatory Documents
Marketing Materials
Alerts & Notifications
Welcome Kits
Retail Loan
COPYRIGHT 2016, NEWGEN SOFTWARE INC. 9
Statements Letters ProposalsPolicies /
ContractsInvoices
Marketing Materials
Welcome Kits
Alerts & Notifications
Regulatory Documents
• Post Disbursal (Contd..)– Change of Address– Email and Contact Number Update– Foreclosure Simulation– Rescheduling Simulation
• Collections– Payment Due Reminders– Payment Received Notifications– SMS / Email Notifications– Late Payment Penalty– Delinquency Communication
• Marketing– Product Brochure– Marketing Communications– Upsell / Cross-sell
• Lead / Proposal Stage– Product Brochure– Quote & Proposal
• Pre Approval– KYC Update Email– Approval/Decision Letter
• Post Approval– Sanction Letter– Amortization Schedule with Fee & Charges
• Post Disbursal– Welcome Letter– Interest Certificate– Statement of Account– Letter of Instruction, Change of Interest Rate
Corporate Loan (CLOS) / SME Loans
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Statements Letters ProposalsPolicies /
ContractsInvoices
Marketing Materials
Welcome Kits
Alerts & Notifications
Regulatory Documents
• Collections
– Payment Due Reminders
– Payment Received Notifications
– SMS / Email Notifications
– Late Payment Penalty
– Delinquency Communication
• Marketing & Branding
– Product Brochure
– Marketing Communications
– Upsell / Cross-sell
• Lead / Proposal Stage– Product Brochure– Quote & Proposal
• Post Sales Stage– Pre Approval
• Letter of Intent• Discrepancy Communication• KYC Update Email• Counter Offer Letter• Pre Sanction Communication
– Post Approval• Letter of Sanction with Covenant details• Disbursement Notification• Closing Invoice Report• Auto Debit Form
Banking
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Statements Letters ProposalsPolicies /
ContractsInvoices
Marketing Materials
Welcome Kits
Alerts & Notifications
Regulatory Documents
• ATM / Debit Card Services– Transaction Notification
– Online Debit Card PIN Email
– Link ATM / Debit card to account
– Block Debit / ATM card
– Reissue of Lost ATM / Debit Card
• Marketing– Upgrade Account Email
– Upsell / Cross-sell
– Upgrade Debit Card
– Reward Points Redeem Email
• On-boarding– Welcome Kit
• Services– Change of Address
– Cheque Book Request Letter
– Transfer of Account to other Branch
– Re-dispatch of undelivered card / chequebook
– Duplicate Statement Email
– Update KYC Emails
Cards and Payment Services
• Sale– Promo Material– Pre Filled Forms
• Services– Activation / De-activation of Physical
Statement– Cancellation of Credit Card– Re-issue / Replace Card Letter – Address Change Letter– Undelivered Card Notification– EMI Update– International Usage Activation Notification– Online Debit Card PIN Email
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Statements Letters ProposalsPolicies /
ContractsInvoices
Marketing Materials
Welcome Kits
Alerts & Notifications
Regulatory Documents
• Billing– Statements
– Reminders
– Payment Received Notifications
– SMS / Email
• Marketing– Reward Points Redemption
– Upsell / Cross-sell
– Product Brochures
• Claims– Claim Acknowledgement
– Claim Approval/Payout/Rejection Letters
– Requirement Letters
– Assessment report
• Commissions Payout– Commission Due/Paid Advice
– Reconciliation
• Marketing & Branding– Product Brochure
– Marketing Communications
– Upsell / Cross-sell
General Insurance
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Statements Letters ProposalsPolicies /
ContractsInvoices
Marketing Materials
Welcome Kits
Alerts & Notifications
Regulatory Documents
• Prospecting– Quotation– Marketing Collaterals
• Policy Issuance & Customer On-boarding– Cover Note– Premium Payment Receipt– Requirement Letters– Welcome Kit– Policy Document– Rejection / Refund Letter
• Policy Servicing & Renewals– Endorsement Certificate– Servicing Confirmation– Renewal Notice– Renewal Reminders– Lapse Policy Notification– Renewal Certificate– Premium Payment Receipt
Life Insurance
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Statements Letters ProposalsPolicies /
ContractsInvoices
Marketing Materials
Welcome Kits
Alerts & Notifications
Regulatory Documents
• Claims– Claim Acknowledgement
– Claim Approval/Payout/Rejection Letters
– Requirement Letters
– Investigation report
• Commissions Payout– Commission Due/Paid Advice– Reconciliation
• Marketing & Branding– Product Brochure– Marketing Communications– Upsell / Cross-sell– Wellness Messaging
• Prospecting– Quotation / Illustration– Marketing Collaterals
• Customer On-boarding & Policy Issuance– Premium Payment Receipt– Requirement Letters– Welcome Kit– Policy Document– Rejection / Refund Letter
• Policy Servicing & Renewals– Endorsement Certificate– Servicing Confirmation– Renewal Notice– Renewal Reminders– Lapse Policy Notification– Reinstatement Notification– Renewal Certificate– Premium Payment Receipt
Health Insurance
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Statements Letters ProposalsPolicies /
ContractsInvoices
Marketing Materials
Welcome Kits
Alerts & Notifications
Regulatory Documents
• Claims– Claim Acknowledgement
– Claim Approval/Payout/Rejection Letters
– Requirement Letters
– Investigation report
• Commissions Payout– Commission Due/Paid Advice
– Reconciliation
• Marketing & Branding– Product Brochure
– Marketing Communications
– Upsell / Cross-sell
– Wellness Messaging
• Prospecting– Quotation– Marketing Collaterals
• Policy Issuance & Customer On-boarding– Premium Payment Receipt– Requirement Letters– Welcome Kit– Policy Document– Rejection / Refund Letter
• Policy Servicing & Renewals– Endorsement Certificate– Servicing Confirmation– Renewal Notice– Renewal Reminders– Lapse Policy Notification– Renewal Certificate– Premium Payment Receipt
Telecom
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Statements Letters ProposalsPolicies /
ContractsInvoices
Marketing Materials
Welcome Kits
Alerts & Notifications
Regulatory Documents
• Collections– Prepaid / Postpaid bills
– Invoice generation
– Billing inserts
– Web Presentment
– Reminder SMS/Emails
– Payment Acknowledgement emails
– Red Letters
• Marketing– Product Brochure
– Marketing Communications
– Multi-Channel Delivery
– Upsell / Cross-sell
• Customer On-boarding– Welcome Kit
– Notifications
• Order Handling– VAS related notifications
– Activation/De-activation notifications
• Complaint Handling– Duplicate Bills– Customized Offers– Appeals & Grievances Letters
Healthcare
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Statements Letters ProposalsPolicies /
ContractsInvoices
Marketing Materials
Welcome Kits
Alerts & Notifications
Regulatory Documents
• Enrollment
– Rejection Letters
– Confirmation Letters
– Confirmation for Plan Change
– Request to cancel disenrollment
– Receipt of Request to Dis-enroll Letter
• Product– Care Plan Letter
– ID Cards(Re-issue)
– Explanation of Benefits
– Termination Letter
• Customer Service
– Final Demand Letter
– Patient Discharged on Medication
– Welcome Letters
– Future Member Handbook
• Collections
– Billing Statements
– Billing Coupons
– Premium Upon reconsideration
– Medicaid Termination Letter
– Cancellation Notice
Newgen CCM Benefits
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Automate all your communication needs
• Customer, Internal, Partner Communication
• Batch, Interactive, On-demand communication
• Secured communication
Personalization & Engaging Content
• Content based on customer profile
• User specific frequency and schedule
• User specific font
• Targeted upsell/cross-sell for higher conversion
Multi-Channel Delivery
• Engage customers on physical and digital : social, web, mobile, email, print
Standardization & Compliance
• Corporate guidelines
• Statutory guidelines
Reduce costs
Build customer
loyaltyDrive top line
growth
Deliver rich customer
experience Reduce risks
Reduce paper and postage costs up to
100%
Send out
personalizedcorrespondences
Acquire more customers by
sending out 100%targeted content
for upsell/cross sell
Achieve 0 wait time for your end
customers to receive documents
on-demand
Ensure 100%compliance with standardization
and extensive audit
Decrease call-center volume by
50% of on-demand generation
Reduce IT dependency by
90% using no scripting output
generation engine
Send out greetings
and information at right time
Acquire customers
faster by instantly sending product
launches or online quotes
Achieve 100%consistent
branding across all your
communications
Reduce 95% wait time and Achieve
0% error rate for your front office
communications
IndustryFinance
LocationUnited States
Technology used• Solution Accelerator for
Wealth Management• OmniOMS• OmniDocs
Company profile
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries.
Citi provides broad range of financial products and services, including wealth management.
Bringing faster response and efficiency to HNW customersChallenges
• High development effort cost and TAT, customer complains that delays in report impedes investment decision
• Inflexible temple modification and customization process as personalization involves a lot of back office support and enhancement to any section of report was tedious to perform
• Multilingual reports in Spanish, Portuguese, Chinese simplified, Chinese standard and English
• Difficult to cope with changing regulatory requirements based on countries & states along with approvals
Solution
• Newgen’s solution accelerator for Wealth Management was implemented
• Web based designer with drag and drop report designing
• Use of reusable components for template designing and catering to various complex business needs
• Workflow based approvals for the designed components
Benefits
• Self explanatory and user friendly reports helped customers to understand their portfolios and identify opportunities
• RM’s able to service customer’s on demand requests with minimal TAT. Earlier it used to take them 2-5 days for report creation, which is reduced to 15-20 min with 100% SLA adherence.
• Personalized & multilingual report generation based on customer demographics, country or community etc.
• RM’s are empowered to schedule reports on varied frequencies – daily, weekly, fortnightly, custom
IndustryFinance
LocationSaudi Arabia
Technology used• OmniOMS
Company profile
Most acclaimed financial services group having USD 60 billion worth of assets and one of the region's largest with 66 branches.
It has grown into an international financial services entity with branches in Europe and Middle East.
Streamlining communication across the bankChallenges
• To introduce customer communication management solution to integrate with market leading Temenos T24 core banking solution
• System to be well Integrated with the existing archival system IBM Filenet
• To handle multilingual communications in English and Arabic
• To dynamically display marketing content
Solution
• Provided solution to meet the Bulk and Adhoc document generation
• Generation triggered by request from T24 systems, with XML and database feeds
• Template generation supported statements both in English and Arabic
• Introduced whitespace management to help in cross sell marketing and campaigning
Benefits
• Saving on maintenance and operations due to automation with existing systems and reduced dependence on IT team
• Ease of template design and output in multiple languages as business users have been able to design 250+ templates on their own. The templates are split according to country.
• Provide multichannel delivery option for statements and campaigns
IndustryFinance & Insurance
LocationOman
Technology used• OmniOMS• OmniDocs
Company profile
With assets worth over USD 27 billion, Bank Muscat has the largest network of 149 branches, 645 ATMs & CDMs and more than 10,000 PoS terminals.
Bank Muscat provides Corporate/Retail/Investment Banking, Islamic Banking, Treasury, Private Banking and Asset Management for 2.4 million customers.
Increasing customer engagement and reducing costsChallenges
• Existing system only supported print statements with no Emails or digital statements
• Un-engaging bland content & delays in generating and sending statements
• On-demand statement requests, archival and retrieval not possible using existing system
• Reduce high costs due to print and postage
• Inability to personalize and create consolidated account statements
• Core banking system used for statement generation, which put load on main banking operations
Solution
• Provided solution for digital statement generation, archival and retrieval using products from Newgen’s CCM suite
• OmniOMS as one platform for generating multi-channel and multi-lingual communication
• Generation of consolidated account statements
Benefits
• Engaging & personalized digital statements and On-time delivery
• Reduced load on core banking system
• Consolidated account statements for less paperwork and better customer experience
• Priority based generation with targeted marketing content
• Multi-lingual statements in English as well as Arabic
IndustryInsurance
LocationIndia
Technology used• OmniOMS• OmniDocs
Company profile
A leading general insurance company with 139 offices and more than 18,000 intermediaries across India.
They provide insurance solutions with respect to motor, health, home, travel, marine, etc.
Driving growth through on-demand policy generationChallenges
• Needed solution for enabling their customers to generate policies on-demand and meeting regulatory changes
• Drive customers to online portal for self-service
• Send Emails from single solution
• Template management across different LOBs
• System to archive and retrieve policies quickly
Solution
• RGI decided to implement the solution using products from Newgen’s CCM suite
• Newgen’s on-demand policy generation to be integrated with CRM system
• OmniOMS as one platform for generating multi-channel communication
• OmniDocs is used to provide Archiving solution
Benefits
• Rich user experiences that boost customer adoption
• Reduced load on call center operations
• High realtime performance while generating policies
• More than 10,000 polices and renewal notifications are generated on a daily basis
• Drive offers and provide cross sell facility
• Adherence to regulatory guidelines
IndustryInsurance (Specialty)
LocationLondon, UK
Invoicing (Collections), Renewals
Company profileTokio Marine HCC is a leading specialty insurance group with offices in the United States, the United Kingdom, Spain and Ireland, transacting business in approximately 180 countries and underwriting more than 100 classes of specialty insurance.
Delivering Value Across Verticals
IndustryHealthcare (Health Insurance)
LocationNew Jersey, US
Company profileSince 1932, Horizon Blue Cross Blue Shield of New Jersey has offered quality health insurance products and services to New Jersey families and businesses.
IndustryInsurance
LocationMumbai, India
Invoicing, Notifications,(Collections), Renewals
Company profileLife Insurance Corporation of India is an Indian state-owned insurance group and investment company. It is the largest insurance company in India with an estimated revenue of 88 billion USD.
IndustryInsurance (Life)
LocationCyprus & Greece
Prospecting, On-demand policy issuance
Company profileCNP provides portfolio of products, accommodating Life, Accident and Health Insurance needs, private investment and savings plans through excellence in customer service.
Delivering Value Across Verticals
IndustryInsurance
LocationBahamas, Caribbean
Prospecting, Policy Issuance, CollectionsOIPA Integration
Company profileFamily Guardian is a wholly-owned subsidiary of FamGuardCorporation Limited, a publicly traded company and one of the country's leading financial services institutions.
Highly Scalable Solution
HDFC Bank generates over 5
million credit card statements
over a month, which are also
accessible through net-
banking.
Access Bank, leading bank in
Africa, consolidates over 1 million Current Account, Savings Account (CASA)
statements monthly.
Reliance General Insurance, one of
the largest general insurance provider in India, generates
20,000+ interactive
correspondences per day.
COPYRIGHT 2016, NEWGEN SOFTWARE INC. 27
AMERICASNewgen Software Inc.Washington DC Metro Area1364 Beverly Road, Suite 300McLean, VA 22101Tel : +1-703-749-2855, +1-703-439-0703Support Hotline : [email protected]
Newgen Software Inc.8270 Woodland Center BoulevardTampa, Florida – 33614Tel : +1-813-769-3575Fax : [email protected]
APAC - SINGAPORENewgen Software Technologies LimitedOff No: 314, Building No: 3P O Box. 500297, Dubai Internet CityDubai, UAETel : +971 44541365Fax :+971 [email protected]
EMEA - DUBAINewgen Software Technologies Pte Ltd.30, Raffles Place # 17-38Chevron house, Singapore 048622Tel : +65 6221 8432Fax : +65 6221 [email protected]
INDIACorporate OfficeA-6, Satsang Vihar MargQutab Institutional AreaNew Delhi -110 067, IndiaTel : +91-11-4077 0100, 2696 3571Fax : +91-11- 2685 [email protected]
www.newgensoft.com
Thank you
COPYRIGHT 2016, NEWGEN SOFTWARE INC.