slide 1 ©2012 gxs, inc. · product delivery service management ... new ways of enabling and...
TRANSCRIPT
Slide 1 ©2012 GXS, Inc.
Slide 2 ©2012 GXS, Inc.
• Introduction to Client Lifecycle
Management
• A Closer Look
• Parting Thoughts
Agenda
Slide 3 ©2012 GXS, Inc.
Introduction to Client Lifecycle
Management
Slide 4 ©2012 GXS, Inc.
What Is Client Lifecycle Management?
Slide 5 ©2012 GXS, Inc.
But I Already Have SFA…And CRM…
SFA
CRM
CLM
Slide 6 ©2012 GXS, Inc.
Top 10 Technology Initiatives for Commercial Banking and Payments (2012)
Source: CEB TowerGroup Webinar, Commercial Banking and Payments: Top Ten
Technology Initiatives in 2012, 4/19/12
Slide 7 ©2012 GXS, Inc.
Top 10 Technology Initiatives for Commercial Banking and Payments (2012)
Source: CEB TowerGroup Webinar, Commercial Banking and Payments: Top Ten
Technology Initiatives in 2012, 4/19/12
Slide 8 ©2012 GXS, Inc.
Current State of Client Lifecycle Management Is Disconnected (2012)
Prospecting
Cross-selling
Relationship
management
RFI/RFP
Pricing/Contracts
Sales
LOBs
Products of Record
Product Mgt.
Operations
Development
Product Delivery
Project
management
Documentation
KYC
Integration
Training
On-boarding
Problem resolution
Account updates
Help Desk
Inquiries
Self-Service
Service Management
Redundant products, systems and services across markets
SSCs and COEs internal facing supporting the silos
Marketing IT FinCon Treasury
Client Facing, Siloed Elements
Internal Facing
Ease of
doing
business
• Client
loyalty
Reduce the
technology
cost base
Source: CEB TowerGroup Webinar, Commercial Banking and Payments: Top Ten
Technology Initiatives in 2012, 4/19/12
Slide 9 ©2012 GXS, Inc.
Siloed Product Systems
Hogan Core Banking
Level III Commercial Loan Accounting
Pep+ ACH Processing
Corporate Banking
Trading Grid B2Bank Connectivity
Money Transfer Service
Slide 10 ©2012 GXS, Inc.
The Solution GXS Client Enablement Services
Slide 11 ©2012 GXS, Inc.
A Closer Look
Slide 12 ©2012 GXS, Inc.
Client Information Management
Client Enablement & On-Boarding
Client Engagement
Enabling CLM Collaborative Technology for Client Lifecycle Management
Single business
information
profile
New ways of enabling
and ramping clients
New ways to engage clients
and provide self-service
tools
Slide 13 ©2012 GXS, Inc.
Information Profile
Client Information Management Single Business Information Profile
The client
information
profile is
foundational to
CLM
CRM
Slide 14 ©2012 GXS, Inc.
• Easily Define the
fields and categories
needed for your
Client Community
• Expand the Profile
as your needs
evolve
Inside The Client Company Profile Captures Client Company Information & Client Contacts
Slide 15 ©2012 GXS, Inc.
Individual Contact Profiles Know Exactly Who to Contact and Their Needs
Slide 16 ©2012 GXS, Inc.
Client Profiles Roll Up into a Comprehensive Community Directory
Slide 17 ©2012 GXS, Inc.
Powerful, Comprehensive Search Using Any Combination of Criteria
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Flexible Ad Hoc Reporting Using Same Powerful Search Functionality
Slide 19 ©2012 GXS, Inc.
Comprehensive Information Security Set Read & Write Permissions Down to the Field Level
Slide 20 ©2012 GXS, Inc.
Create Client Profiles from Bank Systems Using Import (Flat Files) or the RollStream API
Slide 21 ©2012 GXS, Inc.
Client Enablement & On-Boarding New Ways of Enabling and Ramping Clients
• With Client Information
Management in place, we can now
• Systematically on-board and register
client company and contact profiles
• Move them through registration workflow
and approval
• Communicate and manage expectations
with visibility
Slide 22 ©2012 GXS, Inc.
Client Enablement & On-Boarding New Ways of Enabling and Ramping Clients
Slide 23 ©2012 GXS, Inc.
Configurable Registration Process Creating the Client Profile
Slide 24 ©2012 GXS, Inc.
Spreadsheets Out—Request Workflow In... Based on Status, Approval Stage, Days Open, etc.
Slide 25 ©2012 GXS, Inc.
Project Management Using RollStream
Slide 26 ©2012 GXS, Inc.
Powerful Message Center Email Merge & “Virtual FedEx Packages”
Slide 27 ©2012 GXS, Inc.
Package Up Tasks and Activities Delivered from the Communications Center
Slide 28 ©2012 GXS, Inc.
Stage Activities in Phases & Waves Collect Product Information, Exchange Agreements, etc.
Slide 29 ©2012 GXS, Inc.
Control & Oversight without the Pain
Slide 30 ©2012 GXS, Inc.
Community Owner Clients
Client Client
Client Client
On-Demand Access Secure Log-in Central Profile Directory Process Workflows Reporting & Visibility
Relationship
Management Client Mgmt
Operations
On-Demand Access Secure Log-in Manage Own Profiles View / Download Files Confirm Activities
Ongoing Client Engagement & Communications New Ways to Engage Clients and Provide Self-Service Tools
Slide 31 ©2012 GXS, Inc.
Engage Clients to Keep Information Current Stay in Touch for all Programs & Initiatives
Slide 32 ©2012 GXS, Inc.
Parting Thoughts
Slide 33 ©2012 GXS, Inc.
Use Case: Transaction Banking On-boarding Identify, Track and Migrate Clients, Products & Communications
• Need to establish new accounts, products, and services for new or existing
clients and handle ongoing maintenance requests
• Process crosses multiple customer service groups and system support teams
• Process must ensure compliance with bank policies and procedures
• Difficult to send targeted communications to subsets of commercial customers
Solution Deployed
Business Issue
Business Benefits
• GXS RollStream provides an online collaboration tool to:
− Ensure client delivery teams have the information required to manage new
product implementations
− Provide commercial client with visibility and control over the on-boarding
process
− Manage ongoing bank account management and service requests
− Ensure commercial clients receive timely, targeted communications about
product enhancements and maintenance requests
• Accelerate the delivery of new products and services
• Improve customer satisfaction and retention
• Enforce SLAs/time to implement measures
• Reduced on-boarding costs and improved time to revenue
• Comprehensive, intuitive client
directory
• Client profiles containing key
credentials
• Auto-population of client data
into profile directory
• Access governance, permission
controls
• Client self-service to maintain
accuracy
Key Features
Slide 34 ©2012 GXS, Inc.
Case Study: Leading Global Bank Identify, Track and Migrate Clients, Products & Communications
• An acquiring bank needed to migrate more than 10,000 treasury management
clients from an acquired bank
• Information about the migrating clients was housed in disparate systems across
multiple departments
• In order to achieve cost saving targets, a tight timeline had to be met
• A key goal of the initiative is to maximize client retention
Solution Deployed
Business Issue
Business Benefits
• GXS RollStream with Client Enablement Services
− Identify and validate clients to be migrated
− Identify and validate products and services used by clients
− Schedule clients into migration “waves” based on product/service usage and
geography
− Ensure clients receive timely, targeted communications
− Execute system migration with minimal client impact, maximizing client
retention
• Client lifecycle management centered around the customer
− Improved client satisfaction: implementation errors eliminated,
communications streamlined, migration impact reduced
− Technical complexity reduced: solution delivered quickly and in the
cloud, reduces IT staffing requirements and costly testing infrastructure
• On-Demand Access
• Secure Log-in
• Central Profile Directory
• Project Governance
• Communications & Data
Collection
• Wave-based Rollout
Management
• Reporting & Visibility
• Client Self-Service
Key Features
Slide 35 ©2012 GXS, Inc.
Case Study: Merchant Acquirer Enabling Merchant Registration and Data Collection
• This Fortune 500 firm—which private labels its payment
solutions for banks to offer its corporate clients—wanted to
migrate paper check remittances to electronic payments
• The firm needed a way to reach out to the merchants, gain
their agreement, and gather the bank account information
needed for ACH payments
Solution Deployed
Business Issue
Business Benefits
• The merchant acquirer is reducing the costs
associating with processing merchant remittances
• Merchants converting to electronic payments receive
remittances more quickly while reducing the effort
required to process paper checks
• GXS RollStream was selected to manage the registration
workflow and gather the bank information needed to
convert merchants to electronic payments
• GXS also provides a merchant enablement team to
proactively enroll merchants in the program
Slide 36 ©2012 GXS, Inc.
Benefits of GXS RollStream for Client Lifecycle Management
• Automate Tracking – Eliminate spreadsheets and manual processes to
track product fulfillment, migration scheduling, and ongoing customer
interactions
• Centralize Data and Documentation – Capture and store client data and
documentation in a single repository
• Collaborate Enterprise-Wide – Enable collaborative project management
across delivery channels, business segments, and geographic regions
• Streamline Communications – Facilitate targeted client communications
with powerful search, tagging and survey tools
• Eliminate Errors – Eliminate implementation errors arising from inaccurate or
incomplete client information
• Reduce Technical Complexity – GXS’s Software as a Service (SaaS)
model leverages existing capabilities and reduces technical staffing
requirements
Slide 37 ©2012 GXS, Inc.
Ongoing Client Lifecycle Management Ensuring Client Satisfaction with Comprehensive Approach
• Client lifecycle
management centered
around the customer
• Solution delivered
quickly and in the cloud
• Low total cost of
ownership and time to
implement
Slide 38 ©2012 GXS, Inc.
Thank You and Q&A
Patty Hines, CTP Director, Financial Services Marketing
Work +1.704.969.0763
E-Mail: [email protected]
Nick Parnaby VP, Extended Enterprise Solutions
Work +1.703.395.6967
E-Mail: [email protected]
@gxsfs