Delivering agile customer experience in the nexus Era

© Intense Technologies limited 2013-14© Intense Technologies limited 2013-14 www.in10stech.com

Delivering Agile Customer Experience in the Nexus Era

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© Intense Technologies limited 2013-14

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Business Essentials

Business

Customer Regulatory Bodies

Cus

tom

er R

elat

ions

hip

Man

agem

ent

Governance and R

isk Com

pliance

Consumer Protection, Safety and Benefit

Technologies

The lifeblood of any business are its customers

Customers IMPACT businesses directly

Businesses need to “KNOW” their customers – Bio-metrics to Demographics, Likes, Choices, Spend / Buy Patterns, Build Long-term relationship – Customer loyalty etc – all through TOUCHPOINTS

Making them delighted through their services is why Businesses exist in first place

Every touch point is an opportunity for the business to make that brand impact by providing Agile customer experience


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Framework for agile customer experience

Vertical Agnostic

TelecomBanking

InsuranceManufacturingGovernment

Welcome kitTelecom billStatement

Policy documentPremium receipt

News letterPromotional campaign

MailerPayment alerts

SMSE-mailPrintWeb

MobileSocial

Touch point Agnostic Channel Agnostic

Verticals Communication Channels

U N I F I E D P L A T F O R M


Today’s highly tech savvy customer

4Is always connected through social, mobile and cloud

“ I would like my Telephone bills Help me get more For less.”

“ I want my Insurance Policy to Provide me with Total Peace of mind. ”

“I want to track Invoices, Purchase orders, Credit Notes etc, Accurately, with least amount of effort.”

It should be easy for me to see doctor easily and receive good treatment – in case I fall sick…

I want to easily order for more services using my mobile phone – for anything – tickets, food, stuff etc.

“I would like my Monthly Bank Statements help me manage my finances Better.”


Social and Mobile Forces

Social

A faster richer ubiquitous conversation Word of mouth spreads rapidly regardless

of – The good the Bad and the Ugly – Cuts both way

Businesses need to tap into these conversations

Media – can go viral Customer interaction in real time posts

through FB, Twitter etc Build customer communities – to share

similar customer experiences Helps Brand building

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Mobile

The primary computing Platform Wireless connectivity for voice and data –

2G/3G/4G GPS, Camera, Sensors – Audio, Video – multi-

media field data capture Media – can go viral Native App vs Hybrid apps – HTML5 – ensures

true cross-platform execution on devices of all form factors

Replace Forms capture with in-situ real time data collection and upload to Cloud server thus eliminating paper and cutting dow

Cloud

The expectation of ubiquitous access Cost Effective Elastic Scalability Wide Reach – Centralized Data

storage and accessibility

Information

Structured and UnStructured data mining Big Data evolves towards wisdom – the

ubiquitous Progress bar Customer Profiling Contextual information along with relevant

reference data enable customer analytics


Agile Experience

RETAIL Customers– Right message at the right time– Personalized services and content– Instant interactivity in real-time– Being pro-active and tracking customer behaviour

• Usage / Spend / Buy Pattern

– Always keeping the customer “Engaged” and Delighted Corporate Customers HNI Customers Family and Friends Senior Citizens Youth - teenage

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Agile is all about making every customer feel special and important


The nexus of forces

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Customer Touch points Service / Change Request Onboading process Service Activation and usage Recurring - Bills, Invoices, Premium

Payments, EMIs, Statements, POs Queries and Complaints Cross-selling and Up-selling of

services Customer usage tracking and special

offers and discounts

How does Business continuously ensure that each such touch point is an Agile experience for the customer in this Nexus era…???


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Typical Customer Life Cycle

Win the right customers -

Onboard

Build the relationship

Strengthen relationship

Create customer

delight

Prospect

NewCustomer

Established Customer

Established Customer

Acquisition strategy• Segment specific value

proposition• High value proposition

Start up strategy• Welcome call• Welcome email• Newsletter• Membership

cards/privileges

Service strategy• Differentiated service levels• Personal account mgrs• One-stop service• Private hotlines

Increase stickinessIncrease Product Density through Cross Sell


Customer Profiling

Demographics First Name Age Group Gender Income Level Mother Tongue

Telephone Usage Minutes Usage VAS Usage National/ISD Usage Local Usage Data Usage

Network Profile Device Model Roaming Profile Base Location ARPU Profile Current Location

Medical History Blood Group Hereditary Lifestyle Habits

Credit History Loans repayment Credit / Debit usage Income sources

Preferences Books Travel Food Living


KYC – Profile Data Capture Process

Application Server

FileServer

Database Server

Internet Firewall

Workflow Engine

Auditing

Data Entry

Warehouse

Exception Handling

DMS

Business Rules Engine

Web services APIs DB links

Activation SMSC CRM

Process Flow

Interfacing

Mail

Work flowData Upload

Bio metrics

Mobile

Data Capture


Customer

Appending scanned customer documents

to eForms

Retail outlet of Telecom Operator

Data upload

• Data entry into eForms from physical forms

• Service activation trigger

• Initiation of workflowData entry of biometric

details

CustomerMobile application to enable document capture from smart phones

Agents Location

Data entry

Scanner

Bio-metric

Picture

Data Repository

Agents Location

Mobile Application

ID capture

Form capture

Image Capture

Sign capture

Agile Document Capture


Data entry of the customer

details

scanned capture of KYC

documents

Online Data Upload to KYC

server

Offline saving of KYC Details

(Local Folder)

Finger print capture Through Biometric Device

Photo Capture Through Camera

Profile Data Capture


Profile Data Capture using Mobile Phone


Data Capture

Data Upload• Offline Storage of KYC details• XML transfer of data• SIM Number unique identifier• KYC Documents tagging to SIM Number• Online upload of KYC Details• GPRS Connectivity

Firewall

XML

FTA Server Staging Server

Case Management

Instant Data Upload to Cloud


Agile onboarding process

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Faster customer acquisition at door step

Easy capture of customer details- POA/ POI/ Photograph/ CAF/ Metadata etc

No huge costs involved in the process of customer acquisition

Scanner replacement to use Mobile for capturing customer documents


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Customer Identity

Jeff Jones180, Bulloch Ave., Roswell GA - 30075

J. Jones180, Bulloch Avenue, Roswell, Georgia – 30075-1234

Service 2 Service 1

Jeff JonesP. O. Box 11245Roswell GA – 30075-1234

Service 3

Jeff Jones180, Bulloch Ave., Roswell GA – 30075-1234

Service 4

Unavailability of persistent, sharable and trusted version of customer data

Identify important customers availing multiple services to gain a holistic view of all relationships


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Home ID Creation

Home ID

Daughter

Ms. Jane Duncan

-Child account

Mother

Mrs. Jamie Duncan

-Credit card and Savings

Son

Jack Duncan-Credit card

Father

Mr. Jeremy Duncan-Savings account

Common Address:475 Wall Street, Princeton,New Jersey 08540

Home ID 226253


Consolidated Statement

Unique ID connecting Multiple Lines of

Business

Customer Registered Services ( Postpaid, Broadband, Fixed

Line)

Close sell internal Service (Customer not registered for)

Up sell through relevant marketing messages


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Reports


Marketing campaigns

IT operations

CRM

MarketingCompliance

Management

• Increasing operational costs of sending bills

• Stringent SLA’s for change management and distribution

• Customer dissatisfaction over CSR response

• Building customer loyalty

• Inability to send targeted marketing messages

• Delayed time to market

• Security of customer sensitive information accessible to CSR’s

• Changing regulations for displaying information on the bills

• Faster TAT to generate reports on customer transaction data

• Customer churn

Stakeholders of customer

communication in a TSP

Bill

Customer

Customer Communications Challenges

Print

E-Mail

SMS

Selfcare

Fax

Communication channel mix

Different objectives of various stakeholders through customer communications that reaches the customer through multiple channels


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No Single Point of truth for multiple touch points

Customer information in multiple systems

Discrepancies in information resulting in inconsistent communication across various touch points and greater storage and maintenance costs

Multiple applications for multiplecustomer touch points

CRM

Billing

Legacy

Print

E-mail

SMS

Web


Web presentment

SMS alerts & notices

Dunning Letters

Dispute Resolution

Letters

New Marketing Mailers

Reminder Notices

Customer Care Letters

HTML Email Body

Interactive PDF

Self care/Corp Care

Communications

E-MailPrintDuplicates(CRM

)

360◦ Communication Engine

Customer

Single application caters to multiple lines of business

• Post paid services

• Pre paid services

• Broadband services

• DTH services

Multiple lines of business of TSP

Communication Engine


Improved customer loyalty with personalizedand clear bills

Insertion of OMR Marks for

automating bill finishing

Specially branded bills on special occasions

Two-Up table for effective

utilization of paper real estate

Periodic up-selling of specific high value services

Billing summary as a snapshot for “at a glance” clarity

Insertion of multilingual

messages for personalized connections

Leveraging customer

relationships through

customer-specific,

targeted Cross-selling

Data formatting options like font type, size, etc. to enhance data

presentationInsertion of barcodes for Bill

tracking

Highlighting important customer information to make a greater impact


Customer Loyalty Points

Out standing balance = 721 Computation-0.5 points for every 1 Re

Hence, 721 X 0.5x = 360


Graphical representation

of account summary

across various accounts

Graphical representation of assets and

liabilities

Ability to view summary details of various

accounts

Frequently used tools.

Services through Self-care Portal


Single point of truth


Leads Analysis

Campaign ROI Lead Tracking

Campaign Analysis

Campaign RevenueLead

Management

Man

ag

em

en

t

Measu

rem

en

t

Execu

tion

Cam

paig

n C

reati

on

Customer Engagement - Campaign


Agile Customer Engagement

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Electronic bills

enable organizations to

Faster revenue (ROI) realization due to prompt payments

Impact of Electronic Bills

An average large company sending invoices to consumers via e-billing can save at least $13.1 million per year…..Gartner

Improve customer engagement, increase conversions and induce greater convenience through faster communication

Strengthen the “Go green” initiatives of the organization & reduce carbon footprint

Enhanced e-mail penetration, reduced costs of customer communications, efficient time management, Single statement across multiple LOBs through convergence


Register and remember Password

Traditional electronic bills: Self-care : May make bill view process tedious.

Check e-mail alerts of bill generation

Logon to Portal to view analyze bill

Analyze spent pattern and pay online

step1 step2 step3

Bill as passive e-mail attachment

Traditional electronic bills: e-mail

Mandate visit to online portal for making payment

Inability to analyze transaction data No option to register feedback and

service requests

Increasing adoption rates of customers via e-delivery and online payments, hence catering to greater customer

convenience

Increasing Customer Convenience


Interactive PDF Policy Statement


Views based on user access permissions (e.g. Admin, CEO, Cost

center head etc)

Ability to raise and track tickets for all

contracts and services

Enterprise users can change

passwords, update personal

information and subscribe to various alerts

Options to choose the type

of service to generate

customized reports

User personalized Dashboard; Option to expand, collapse and re

arrange widgets based on user preferences

Ability to sort on various fields to generate useful

insights 32

Corporate Dashboard


Availability of custom reports

based on transactions and

service type

Standard reports like interstate

breakup, connection wise

discount are made available

Reports can be customized as

the columns can be sorted, grouped, filtered,

swapped to cater to business

needs

Reports on connection comparison and service

comparison

Reports on trouble tickets raised and status of the

tickets

Corporate Reports

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Graphical view of the reports are made available


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Overall Enterprise-wide Benefits

Single solution for customer life cycle management

Increased Revenue• Transpromotional one-to-one marketing

• Third-party advertisements

• Targeted marketing campaigns

• Reports-enabled informed decision making

Reduced Operational Costs

• Reduced manpower & maintenance

costs

• Easier change management

• Optimized statement real estate

• Reduced distribution costs

Enhanced Customer

Experience• Customer loyalty through targeted offers

• Instant duplicate statement delivery

• Effective CSR response

• Online access to customers data

Efficient Cash Flow

Management

• Reduction in bill delivery cycles

• Electronic distribution of bills

• Enabling online payments

• Tracking of bounced mails and invoices


Business Impacts

Side Effects– Data Explosion – Big Data harnessing technologies– Security – all the time everytime – upgradation– High Costs– Regulatory Compliance– Handling high volumes of customers and keeping each one of

them delighted35

Benefits– Eliminate Paper and reduce time to service customers– Capturing of unstructured and structured data provides authenticity to

the captured data– Streamline and integrate various processes and enhance efficiency

and productivity– Scale your business in an unlimited manner reaching out to large

number of customers


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Question & Answers


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Thank you


Secunderabad

A1, VikrampuriSecunderabad - 500 009. AP, INDIATel: +91-40-44558585/27849019/27844551Fax: +91-40-27819040e-mail: [email protected]

Noida

A-1/E, Sector - 16Noida - 201301Uttar PradeshTel: +91-120- 4743900 to 10e-mail: [email protected]

Mumbai

101, Vaishnav Apt, Dr.Charat Singh ColonyNr. Solitare Corporate Park, Chakala, Andheri (E)Mumbai - 400 093.Tel: +91-22-32419713/32064648/28253400e-mail: [email protected]

Bangalore

103, Krishna Chambers,20/21, Konena Agrahara, 5th Cross,Airport Road, Bangalore - 560017 Tel: +91-80-324 91083/30588333/9741922511 e-mail: [email protected]

INDIA

10481 NW 36 Street,Miami FL 33178 USATel: +1 954 545 2037, GSM: +1 305 509 1250e-mail: [email protected]

UNITED STATES OF AMERICA9, Temasek Boulevard # 19-05Suntec Tower 2Singapore 038989Tel: +65-8288-1859

SINGAPOREP.O.Box 88174,DubaiTel: +971-4-2653202 / 56-6499568e-mail: [email protected]

UNITED ARAB EMIRATES

Intense Technologies Limited

About Intense Technologies

Intense Technologies is an enterprise software products company offering productized solutions across customer communications management, content management and information management domains. Intense's solutions are backed by strong domain expertise and best practices drawn from client engagements across Telecom, Banking, Insurance and Manufacturing verticals.

Intense’s solutions deliver compelling ROI to enterprises by way of rich customer experiences, improved operational efficiencies and reduced costs across customer-facing business functions. Our solutions are architected to give agility to business processes and provide a sustainable competitive advantage.

© Intense Technologies limited 2013-14 www.in10stech.com

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Date post:	10-Sep-2014
Category:	Software
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Delivering agile customer experience in the nexus Era

Software