your customer engagement transformation starts here€¦ · electronic and print channels...

© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Your customer engagement transformation starts here

© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2Engage 2014


HP Exstream CCM PortfolioComplete solutions for better customer engagement

Paul Brown, Product Manager

September 23, 2014


Agenda

Abstract:

Are there gaps in your customer communications approaches and processes? HP Exstream provides a broad portfolio of products to help you better communicate with your customers. In this session you will get an overview of all of the products and services offered, and how they work together to solve your complete set of customer communication needs.

What attendees can expect to learn by the end of your session:• Understand the full breadth of products offered by HP Exstream

• Know the partner products and services available

• See how these pieces fit together to provide complete solutions


Transform customer experience

Customer Communication Management (CCM) is a critical component

• CCM will evolve to reach more customers on more devices

• CCM will need to be able to react to customer interactions

• CCM must engage with other solutions to provide consistent branding and messaging

Att

ract

Acquire

Serv

ice

Grow

On my device

In my location

On my schedule

On my channels

Remember me

Make it easy

Converse

I’ll tell my friends

GPS

IM


Technology trends impacting customer communications

Source: Gartner 2012, Forrester 2013; eConsultancy, Madison Advisors ‘13 [detailed sources in slide notes]

Multichannel customer experience

• Customers expect a great experience across multiple channels

• Companies falling short in delivering a great customer experience

– Banking, Insurance and Telco / Utilities lag

• Budgets & workforce stretched thin; difficult for organizations to reach their e-adoption, multichannelcommunication goals

• Print reduction still major cost initiative

Analytics: targeting and personalization

• Businesses are investing in analytics to:– Discover new business models– Find opportunity in existing business– Optimize for efficiency

• Consumers – seeing more personalized content, but ‘superficial’

• Marketers – incorporating personalization; challenges of measuring & improving ROI

• Experimentation with micro-segmentation & highly targeted cross channel offers (mobile)

Context-enriched content

• Growth in providing content based on context of the moment

• Context can be based on location, relationship to other people, current task, proximity to “things”

• Access to social networks can enable a personally relevant transactional experience

• Increasing quantity & variety of contextual data for personalization

Intersection of technology forces Social, mobility, cloud and information patterns are driving new business scenarios & enable:• Marketers to expand reach and exert more influence• Consumers to demand more individuality & relevance• Business Unit & IT to expose hidden customer insights and improve customer experience journey


Your objective Your reality

Increase profitability (Drive top-line growth, lower TCO)

Inability to respond to changing customer needs, new business opportunities and emerging market trends

Expense and time spent developing and maintaining multiple communications applications and systems

Too many expensive customer support inquiries

Inefficient, manual, and uncontrolled business processes used to generate real time communications

High costs and inflexibility of print communications

Improve the customer experience

High customer attrition due to a poor customer experience

Mitigate risk Potential penalties for noncompliance and risk of harming the brand

Customer business objectives and barriers to success


Industry and business solutions

HP Exstream portfolio

Design & editDesigner / Design

Manager

External design import

HP Relate for Salesforce.com

Messagepoint

Remote Collaboration

Data & content

Business systems

ECM repositories

Autonomy ECM / WCM

Salesforce.com (HP Relate)

ISV partners e.g. Guidewire, SAP

CRM

Analytics

Interact

LiveEditor

Empower Editor

Produce

Production Engine

Engine as a Web Service (EWS)

Command Center

HP Enterprise Services DPS

Deliver

Print

Delivery Manager

Email / SMS

HTML / HTML Email

Mobile apps/Social

eSignatures

Personalized video

Delivery partners (Message Systems)

Track / Analyze

Delivery Manager

Campaign Management

HP Autonomy

LiveSite

Delivery partners

(Message Systems)

Key

Workflow and Process Automation – HP PA, ISV, Partners

Integration Layer

Hybrid / Cloud offerings

Solutions

Product/feature


Design & Edit


Role-based GUI

Features• Single design environment for all

templates and applications

• Controlled, interactive editing

• Reuse content between ALL applications

• Automated workflow / approval

Benefits• Easy to use

• Reduce development time

• Brand consistency

• Regulatory compliance

Increase profitability

Improve customer experience

Mitigate risk


Remote collaboration

Browser-based authoring tool for campaigns (cross-sell products/services)Give business and marketing users the freedom to insert relevant messages and offers

Features• Business user control

• Automated workflow and approval

• Ensure consistent branding

Benefits• Respond at market speed

• Ensure customers receive relevant, timely communications

• Business users have responsibility and control over content

Insert targeted offers

Include variable, data-driven content

Include graphics and images of any type

Prioritize messages to include only the most timely and relevant offers



Mitigate risk


HP Exstream Messagepoint

Enable business users to quickly and easily create and modify content and messages

Features• Business user control


• Ensure consistent branding

Benefits• Powerful but easy-to-use UI

• Easily create new documents with inherited content and rules

• Visual thumbnail allows in-context editing



Mitigate risk

Insert targeted messages and offers based on user-defined rules and priorities

Add personalized content like signatures and individual messages

Streamline workflows and approval processes


HP Relate

Features• Simplifies the creation of sophisticated,

interactive documents from anywhere within the Salesforce environment

• Enables Salesforce users to compose and deliver compelling, highly personalized documents

• Quotes, Contracts, Proposals, Analytics / Reporting and Customer Communications

Benefits• Accelerate customer acquisition, reduce

customer churn, increase cross-sell / up-sell success, and improve customer satisfaction

• Spend less time planning, validating and composing documents and more time communicating with customers



Mitigate risk

Design Customize Deliver


Data & content


Any content

FeaturesDynamic inclusion of unstructured content from external sources:

• Images (TIFF, BMP, JPEG, etc.)

• Word (doc, docx)

• PDF (fully editable)

− Fillable forms

− Static/external

Benefits• Allow business users to control content using

common formats and tools

• Reuse existing assets

• Reduce development time




Mitigate risk

HP Exstream


Any data

Features

Retrieve and process virtually any type of structured content in its native form

Process data from multiple sources simultaneously

Benefits• Use data as it is, where it is

• No need to transform or normalize data

• Reduce development and maintenance time




Mitigate risk

Web services

XML JDBC / ODBC databases

Legacy formats

HP Exstream


Interact


Interactive: LiveEditor

Controlled editing environmentEnable back-office delivery capabilities for the front office

Features• Fully personalized communications in real time

• Facilitate front office interactions with customers (CSR/agents)


Benefits• Improve customer service and engagement

• Deliver personalized, meaningful communications

• Ensure branding, legal, regulatory compliance



Mitigate risk


Interactive: Empower Editor

Zero-install, controlled editingEnable your business users to quickly and easily personalize customer correspondence

Features• Easy-to-use, browser-based editor interface

requires no download or installation

• Created in the same design environment as Live and other HP Exstream communications

Benefits• Deliver personalized, meaningful communications

• Avoid deployment and maintenance expenses

• Ensure branding, legal, regulatory compliance



Mitigate risk

Easily edit interactive communications from your web browser

Controlled editing lets you personalize while avoiding risk

Automatically populate with customer and business content


Deliver


Multichannel output

Features• Consistent control of communication content and

messages across print and digital channels

• Deliver effective communications to print and electronic channels

• HTML design proves optimal viewing experience across any device

Benefits• Leverage existing communications and deliver to

virtually any channel

• Deliver targeted communications

• Share approved content across all delivery channels



Mitigate risk

HP Exstream


HP Exstream Delivery Manager

Features• Multichannel delivery, tracking, and response

• Automate response to delivery errors – deliver to alternate channel if primary fails

Benefits• Assured delivery of messages across multiple

electronic and print channels

• Complete view of all electronic deliveries

• Brings compliance and comfort level of postal mail to electronic messages

HP Exstream• Structured • On-demand• Interactive

Delivery channel

Print and mail

Email

Mobile

Social

Web

Personalized video

Digital Mailbox



Mitigate risk


HP Aurasma: Augmented Reality (AR)

Features• Bring physical assets (mailers, print ads, product

packaging) to digital life through video, animations, 3D and more

• Bridge printed materials to your company’s digital experience through mobile

• Create, manage and track AR experiences with WSYWIG, cloud-based Studio

Benefits• Boost mobile engagement through social, POS,

contests, surveys and more

• Deliver dynamic, targeted experiences

• Achieve exceptional ROI from multiple campaign touchpoints

Increase mobile engagement

Deliver targetedAugmented Realityexperiences

Measure real-timeinteractions

HP Aurasma


Track & analyze


Analyze

HP Customer Engagement Management

Features• Advanced content targeting and

analytics for fine-tuned personalization

• Connect to mobile, social media, web channels

Benefits• Bring action to analytics

• Deliver a consistent customer experience

• Drive targeted content and messages



Mitigate risk

Email Print Mobile Web

Design• Context• Relevance• Placement

Develop• Content

reuse• Testing

Publish• Channel

preference• Channel-

specificformatting

Deliver• Multichannel• Track

Plan• Response• Insight


Integration Layer


Integration layer

Features• Framework for connecting to enterprise

applications and processes

• Flexible integration with a variety of standard methods

Benefits• Deploy HP Exstream without needing to rethink

existing systems

• Support incremental modernization of business apps and processes

• No need to transform or normalize data and content




Mitigate risk

Data and content integration

Multiple sources and formats

On-demand delivery

Real-time requests

Design and deployment

Design and manage

HP Exstream• Batch• Interactive• On demand

Command Center

Analytics and campaignmanagement

Intelligent, interactivedocuments

Business processand workflow

Controlledediting

Production output and delivery

Print and electronic channels

Integration layer


HP Exstream Command Center

Features• Automate, schedule and optimize production

applications

• Manage all of your production and delivery tasks from a single interface

• Instant notification of critical errors during production

Benefits• Faster time to value for Exstream deployments

• Have a complete view of production processes and workflows

• Reduce operations and maintenance costs



Mitigate risk

Manage

Schedule OptimizeAutomate


Workflow, repository and automation


HP Process Automation

Features• Automate communication workflows

• Streamline data collection processes to drive intelligent communications

Benefits• Enhance the customer experience

• Increase customer service and satisfaction

• Reduce costs by automating inefficient, manual processes



Mitigate risk

1. Claims representative receives customer call and opens eForm

3. Data flows into workflow process approve/deny claim and archiving

2. Workflow begins by automatically populating with client data

Claims processing

Loan application

New account opening

Proposal generation

Create virtually any communication workflow

5. Client approves and digitally signs claim

4. Claim response delivered to customer and concerned parties in preferred format and channel


Industry and business solutions


For Enterprises using SAP

SAP Interactive Document Portal

Customers, users, patients, citizens and employees need compelling communications. Today, SAP does not offer compelling communication solutions.• Enterprise data lives in SAP, but there’s no effective

way to leverage into customer communications

• Enterprises want a single enterprise solution/vendor for batch, on-demand, and interactive capabilities

• Enterprises prefer a single solution across functions, departments, business units, geographies

HP Exstream

RDI to XML

XSF to XML

Interactive Document Portal

Happy customers


HP Exstream Accelerators certifiedDynamic interactions that increase revenue, reduce service complaints, and identify claims fraud

Integrate

Single UI Experience

Deliver

Ease application development and deployment for global SIs to configure HP Exstream v9.0 with Guidewire applications

Improve business and IT process efficiency with synchronized rules/data-based logic to easily search, create, edit, preview, deliver consistent content

Deliver knowledge-based communication with targeted and personalized policy, billing, and claims messages

Guidewire PolicyCenter®

Guidewire BillingCenter

®

Guidewire ClaimCenter®

HP Exstream Accelerators

Communications to me faster

How I want

Keep me informed

Access online when I need

Inform me of relevant products

Insurers

Make controlled changes to documents fast

Automatic status updates to be responsive

Access all customer correspondence fast

Personalise customer communication

Focus on customer service not workarounds

Know you are compliant

Business


Questions?


THANK YOU


your customer engagement transformation starts here€¦ · electronic and print channels...

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