www.hcltech.com

Client DescriptionThe bank is a leading provider of integrated financial services including retail, premium, business and institutional banking, funds management, superannuation, general and life insurance, broking services, and finance company activities in Australia. The group is one of the largest listed companies on the Australian Stock Exchange and figures in the Morgan Stanley Capital Global Index. The bank is also one of the ‘Big Four’ banks in Australia.

Business Objectives The client was on a lookout for a strategic document generation platform that caters to the following:

• Focus on customer experience and agile delivery through:

– Online channels

– Secure electronic delivery

– Consolidated communications

– Interactive and on-demand processes

• Industrialization through manufacturing-like production models that have:

– High visibility

– Strategically aligned and standardized processes

– Capability to execute platform automation/ ADF adoption

– Collaborative authoring

• Focus on cost efficiency and reduction of TCO through:

– Platform consolidation

– Infrastructure virtualization

– Reduced cost to operate

– Reduced cost of production

The entire goal of the organization was to have a targeted Transpromo Customer Communication Management (CCM) solution through extensive customer profiling and analytics. They wanted the CCM platform to be agile in order to cope with compliance mandates, legislative changes, business acquisition, and brand revamp initiatives. To summarize, the company intended to achieve a federated center of excellence for customer correspondence.

CASE STUDY

HCL’s agile correspondence management framework helps deliver consistent, scalable, multi-channel customer communication for a leading bank in Australia

collaboration, content &social

Business ChallengesThe client needed an efficient business correspondence management system as they were facing challenges in their existing CCM space:

Input Transformation andIntegrated Output Fulfillment Control

Anal

ysis

Col

labo

rativ

e D

ocum

ent

Des

ign

Con

tent

In

tegr

atio

n

Del

iver

y Pr

epar

atio

n

Dis

trib

utio

n

Agile

Sto

rage

Rep

ortin

g

Res

pons

e M

anag

emen

t

Data Modeling

Content Authoring

Dynamic Composition

Multi-channel Delivery

MIS Reports

Integrated Response Analysis

Data and Business

Rules

Security, Workflow, Version and Change Management,

Compliance Controls

Connecting Interfaces

Sorters, Finishers, Inserters, Mailers

Audit Trail, Easy Version

Retrieval

Continuous Process Improvement

Data was tightly coupled to template / this could be easily

simplified, however would require fundamental re-design

Presentation logic and rules were mixed together making

templates difficult to maintain

No Business user control on template content. No framework

for “Collaborative Authoring”

No single integrated solution/platform for correspondence

management. Connecting interfaces not optimal/ agile.

Lack of template reporting tools made it a 3 months exercise just to determine impacts of incorporating regulatory changes to 5 templates

Capability stack

Enter HCL Leveraging its niche capabilities in the areas of eServices, HCL diagnosed the business and technical requirements of the client and offered services covering their retail and premium banking and mortgage and wealth management services sectors. The key differentiators of HCL’s CCM capabilities were:

• HCL’s awareness of and alignment with enterprise-wide customer correspondence strategy, along with related initiatives (collaboration, BPM, and DM/ RM)

• Solution architects and developers with experience in:

– Document production areas and associated business processes across channels (Mail house processing, On-demand, and interactive document fulfilment) and business units

– All versions of Dialogue in use within the bank, including HP Exstream© 7

– Latest HP Exstream© test tools, test automation framework, and application migration accelerators

– Key HP Exstream© functionality e.g. DDA, DCI, and Dialogue real-time

• Knowledge of production automation framework and integration accelerators

• Methodology-driven due diligence and roadmap definition tools and frameworks

• HCL’s experience delivering strategically aligned programmes (viz. siloed projects) cost-effectively

HCL SolutionsHCL’s core activities in delivering a streamlined correspondence management system included:

• HP Exstream© application upgrade, application portfolio optimization, and consolidation

• Platform assessment and optimization

– Design time: Moved Dialogue design databases from SQL or Access to the enterprise Oracle grid

– Run-time: Enabled remediation of legacy batch scripts and satellite applications and leveraged the bank’s Standard Automation Framework

• Correspondence Indexing and Storage: Integration with FileNet or Enterprise Documentum; Repository Consolidation

• Legacy application remediation

– Word template repositories: Migration to Dialogue

– Support for multi-channel Correspondence Authoring: Automated (Structured and On-demand) as well as interactive

• Assessment and implementation of use-cases for Collaborative Authoring, post production/ ad-hoc editing, and interactive generation of document templates and customer correspondence

• Optimization of fulfilment channels (e.g. Straight Through Processing and Dialogue real-time) and distribution channels (online, secure delivery, and acceptance)

Technology• HP Exstream dialogue©

• HP Exstream© command centre

• HP live editor

• Microsoft VB©

• Microsoft .net© Oracle and SQL server for DB

Business benefits • Implementation of an agile correspondence management framework, delivering

consistent, multi-channel customer communication capable of adapting to changes

• Support for multiple brands and product variations within the same umbrella framework of applications

• Increase in consistency and agility in customer communication as well as improvements in customer-centric processes

• Timely compliance to legislative or regulatory mandates

• Reduction in time-to-market and cost to fulfill changes

Hello there! I am an Ideapreneur. I believe that sustainable business outcomes are driven by relationships nurtured through values like trust, transparency and flexibility. I respect the contract, but believe in going beyond through collaboration, applied innovation and new generation partnership models that put your interest above everything else. Right now 105,000 Ideapreneurs are in a Relationship Beyond the Contract™ with 500 customers in 31 countries. How can I help you?