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1 1 COPYRIGHT 2021, NEWGEN SOFTWARE Connecting Enterprises. Transforming Experiences. Newgen OmniOMS Personalized Enterprise Communication at Scale

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Page 1: Newgen OmniOMS

11 COPYRIGHT 2021, NEWGEN SOFTWARE

Connecting Enterprises. Transforming Experiences.

Newgen OmniOMS

Personalized Enterprise Communication at Scale

Page 2: Newgen OmniOMS

CONFIDENTIAL – PLEASE DO NOT SHARE

Valuable Customers Across Industries and Regions

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Success Stories

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Complex Reports for HNI Customers –A Success Story

Citibank is the consumer division of financial services multinational Citigroup, global investment bank and financial service. The leading global bank, has 200 million (approx.) customer accounts and does business in more than 160 countries. Citibank offers a wide range of Banking, Wealth Management & Investment services

▪ Dependency on multiple systems for generation of reports as per customer needs

▪ High TAT due to manual creation of portfolio, equity reports for High-Net-Worth customers

▪ Delay in real-time generation of reports on customer demand impacting customer experience

▪ Difficulty in managing multilingual reports (Spanish, Portuguese, Chinese simplified, Chinese standard and English)

▪ Reduced TAT from 2-5 days to 15-20 min for wealth reports generation

▪ Automated generation of complex wealth reports and documents based on business rules

▪ Ensuring compliance with 100% SLA adherence and multi-lingual communications

▪ Real-time document generation helped Relationship Managers improving customer service

▪ Templates - Wealth Management Portfolio, Equity Reports

Overview

Challenges Faced

Benefits Achieved

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Compliance and Risk Mitigation –A Success Story

Security Bank Corporation is a universal bank in the Philippines and has approx. 291 branches with total worth of USD 21 billion. Its major businesses include retail, commercial and corporate banking, and financial markets.

▪ Philippine Clearing House Corporation (PCHC) recommended regulatory changes for Check Image Clearing System (CICS)

▪ Lacked automated system to incorporate check images in corporate statements to meet regulatory requirement

▪ Integrating with Oracle server for transactional data and import of cheque images from CICS system

▪ Complete adherence to regulatory compliance

▪ Reduced TAT, from 1-2 weeks to 3-4 days, to generate the digital statements of accounts

▪ Yearly generation of 1.4M saving statements, 150K checking statements with 1.3M check images

▪ Easy accessibility of digital statements to customers

▪ Templates – Checking Account statements, Savings Account statement

Overview

Challenges Faced

Benefits Achieved

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Achieve Operational Efficiency –A Success Story

Samba Bank, is a Saudi multinational banking firm based in Saudi Arabia. The combined institution had 66 branches in the Kingdom. Most acclaimed financial services group having USD 60 billion worth of assets and one of the region's largest with 66 branches.

▪ Tellers lacked an automated system for generating communications from their business applications and core banking systems

▪ Need for bulk communication generation from CBS

▪ Redundancy and Lack of uniformity across operating procedures

▪ High TAT due to manual document composition, generation and archival

▪ Enabled automated generation of communication from CBS

▪ Reduced TAT from days to hours, Improved employee productivity via communication automation

▪ Reduced operational cost of managing communications

▪ Users are self managing more than 300 communication templates

▪ Templates - Account Statement, A/c Activity Letter, Clearance Letter, Debit Advice, Collection Report, SWIFT Advice, Balance Certificate, Power of Attorney Contract

Overview

Challenges Faced

Benefits Achieved

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Generate Revenue and Save Paper –A Success Story

Bank Muscat is a financial services provider in the Sultanate of Oman providing corporate banking, retail banking, investment banking, treasury, private banking and asset management. The bank, with assets worth US$31.9 billion in 2018, has the largest network in Oman exceeding 150 branches and more than 10,000 PoSterminals.

▪ Dependency on different systems for managing notifications, statements and tracking communications

▪ High Print & Postage Costs due to lack of e-statements

▪ Inability to provide secured communications

▪ Difficulty in connecting with customers through multiple channels

▪ Centralized system to generate and track all secured communications

▪ 12 million plus CASA statements generation per year

▪ Better visibility through communication tracking to generate revenue opportunities

▪ Reduction in operational cost through digitization

▪ Templates – Account Statements

Overview

Challenges Faced

Benefits Achieved

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Redefine Banking Experience –A Success Story

Equitas is a small finance bank founded for microfinance lending with revenue US$254 million. As a new-age bank, the organization wanted to reinvent the banking experience for their customers and heavily committed to technology, with 83% of transactions occurring online. The bank planned to build a network of 412 branches located in different states.

▪ Manual document & email composition resulting in delayed customer communications

▪ Inconsistent designs and templates making difficult to ensure branding guidelines

▪ Difficulty targeting customers via trans-promo marketing based on the customer's profile

▪ Difficulty in tracking the nonreceipt of communications

▪ Delayed communication from existing systems due to process gaps and data silos

▪ Reduced TAT from 2-3 days to 1-2 hours through streamlined end-to-end communication process for generating, delivering and archival

▪ Generate password protected PDFs documents to ensure secure communications

▪ Generate opportunity to cross-sell and up-sell via personalized trans-promo offers

▪ Templates – Account Statement, Rate Revision letter, Amortization Schedule, Demand Notice, Deposit Certificates, Locker Report, Payment Schedule

Overview

Challenges Faced

Benefits Achieved

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Enhance CLOS Process capabilities –A Success Story

Gulf International Bank in Bahrain is one of the oldest banks in the kingdom. They offer a range of financial advisory services to corporate and institutional customers across various sectors, and offer services related to retail banking, investment banking, treasury, asset and fund management.

▪ Delay in generating reports within the Corporate Loan Origination System (CLOS) process

▪ Difficulty generating complex reports due to numerous data variables and dynamic tables, included Customer Appraisal Memo(CAM), Briefing Notes, Credit Memorandum, Customer Risk Assessment, among several others

▪ Time-consuming report development process as reports spanned an average of 10-15 pages

▪ Lack of standardization and design consistency in the reports

▪ Reduced TAT, through real-time generation of complex document & report required while underwriting in Loan origination process

▪ Ease of design for complex CLOS reports, enabled by the drag and drop composition designer

▪ Easy access to reports for loan officers through a single underwriting interface

▪ Templates – Customer Appraisal Memo(CAM), Briefing Notes, Credit Memorandum, Customer Risk Assessment, among several others

Overview

Challenges Faced

Benefits Achieved

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Streamline document Generation in CLOS –A Success Story

First West Credit Union (First West) is British Columbia’s third largest credit union with more than $14 billion in total assets and assets under management. Its core business is traditional banking, personal and business banking services, and operates in wealth management and junior capital lines of business. It has the largest geographic reach of any credit union in the province with 51 branches throughout B.C.

▪ Manual composition of commercial Loan agreement documents in Word format and later conversion to PDF

▪ Challenges and errors while edit, save, review and generate documents at different stages of loan origination workflow

▪ High operational TAT due to time-consuming document development process

▪ Lack of standardization and design consistency in the documents, agreements, reports

▪ Streamlined process, centralized platform for document designing, generation, distribution

▪ Ease of template management & legal document generation

▪ Automated document management, mitigating human errors and compliance risk

▪ Templates – Credit Loan Agreement, Commercial Security agreement, Commercial Operating loan agreement, Directors Resolution, CAM report, Indemnity Agreement, Letter of credit –Security schedule.

Overview

Challenges Faced

Benefits Achieved

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Achieve Operational Efficiency –A Success Story

Ahli Bank is a Qatari-based bank with 37 years of growth and 14 branches serving in Qatar. Ahlibank offers a full range of products and services covering; Corporate Banking, Retail & Private Banking, International Banking, Treasury & Investments and Brokerage Services.

▪ High operational cost for bulk statement generation and delivery

▪ Difficulty in generating multi-Lingual account statement generation

▪ High risk of non-compliance

▪ Lack of automated archival of bulk statements

▪ Operations efficiency by automatic generation and archival of account statements in bulk

▪ Personalized and Multi-Lingual statements in English and Arabic

▪ Mitigate risk of non-compliance

▪ Templates – Statement of CASA Account, Credit card Statement

Overview

Challenges Faced

Benefits Achieved

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Redefine Customer Communication –A Success Story

LIC is an Indian state-owned largest insurance group owned by the Government of India with an estimated revenue of 88 billion USD with 290 million policy holders in the country. LIC functions with 2048 fully computerized branch and has a network of 1,537,064 Agents, 114 Brokers and 42 Banks for soliciting life insurance business.

▪ Delayed document generation while processing service requests,

▪ Customer facing portals lacked real-time document generation, impacting customer

experience

▪ Disjointed and delayed communications to prospects, customers and agents

▪ Lack of a single communication solution to enable real-time document generation

▪ 225 Million communications per year (PDF – 104Mn, Email – 61Mn, SMS – 60Mn)

▪ Operational efficiency with real-time document generation for self-service portal/website

▪ Easy retrieval and tracking of all communications by employees/agents

▪ Templates – Policy Schedule, Detailed Policy Status Report, Premium Payment Receipt, Annual Premium Certificate, Existing Loan Status, Revival Quotation, SMS : Sign Up, E-Services Registration, Premium Payment, Complaint Registration

Overview

Challenges Faced

Benefits Achieved

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Achieve Operational Efficiency –A Success Story

Tokio Marine HCC is leader in speciality insurance with presence in more than 180 countries. They offer a wide range of super-speciality insurance products and services such as Liability & Casualty, Trade Credit, Marine, Aviation, etc.

▪ Manual processes for creation and archival of highly customizable speciality insurance documents

▪ Redundancy and Lack of uniformity across operating procedures and switching between multiple applications: Pega, ImageRight

▪ High TAT due to manual processing of underwriting

▪ Difficulty in tracking changes in documents & agreements

▪ Improved employee productivity through seamless integrated interactive editing, on-demand document generation & archival

▪ Templates reduced by more than 60% and errors reduced by up to 80%

▪ Decreased TAT from days to hours

▪ Templates – Premium Invoice, Commission Advice, Trade Proposal, Information Change Schedule, Contractor Proposal, Letter of Instruction, Non-Binding Indicator (NBI) Document, Policy Document

Overview

Challenges Faced

Benefits Achieved

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Reinvent Customer Experience – A Success Story

SBI General Insurance is a joint venture general insurance company. A sister company of State Bank of India, the largest state-owned banking and financial services company in India with presence in 100+ cities PAN India

▪ Absence of automated policy communications at different stages

▪ Delayed Customer service impacting brand image

▪ High TAT due to manual customer query handling

▪ Difficulty in connecting with customers through multiple channels

▪ Difficulty tracking or intelligence over out-bound communications

▪ 19 million communications per year (PDF – 9Mn, Email – 6Mn, SMS – 4Mn)

▪ Operational Efficiency by automatic generation of policy documents

▪ Efficient customer journey process policy issuance via portal

▪ Centralized Tracking of communications

▪ Templates – Welcome Letters, Policy Schedule, Policy Renewal Reminders, Premium Payment Receipt, Requirement letter, Reminder Letter, Rejection letter, Settlement letter

Overview

Challenges Faced

Benefits Achieved

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Enable PAS for Document Generation –A Success Story

Reliance General Insurance is one of the leading insurance provider serving more than 1.5 million customers, with various insurance solutions to needs of individuals, corporate offices, and small medium enterprises (SMEs). In the year 2018, Company’s Gross Written Premium was at USD 788 million with a distribution network composed of over 128 branches and more than 27,888 intermediaries.

▪ Time-consuming policy renewal process, due to manual processes

▪ Lack of automated system for sending of due policy documents to the agents in a scheduled

manner

▪ Increased dependency on IT department for modification of existing templates

▪ Difficulty in generation and archival of policy documents

▪ Generation of 50,000 plus policy documents and renewal notifications, daily basis

▪ Reduced TAT and time to market, as business users can easily modify existing templates

▪ Easier access to the core system for employees and agents for document generation

▪ Templates - Commercial Vehicle Package Policy, Two-Wheeler Package Policy, Health-Gain Policy Schedule, Personal Accident Policy, Endorsement Letter

Overview

Challenges Faced

Benefits Achieved

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Faster and Efficient Communications –A Success Story

Digit Insurance is one of the leading non-life General Insurance company in India on a mission to Make Insurance Simple for people. With a presence in nearly 40 cities, the client has a customer base of over 1 million. Go Digit General Insurance has policies on offer for Health Insurance, Car Insurance, Bike Insurance, Travel Insurance, Mobile Insurance, Jewelry Insurance, Commercial Vehicle Insurance, Home Insurance, etc.

▪ No single unified system to generate and distribute PDF documents via e-mail or SMS

▪ In-house applications with multiple bottlenecks hampered communication process, from designing, generation to distribution

▪ Multiple uncoordinated systems with manual and time-consuming process

▪ Delay in real-time generation of policy documents from customer or partner portal and internal workflows

▪ 21 Million communications per year (PDF – 10Mn, Email – 5Mn, SMS – 6Mn)

▪ Streamlined communication process, from designing, generation to distribution

▪ Real-time document generation for policy issuance and servicing from centralized platform

▪ Templates – Private Car Package Policy – Schedule/Receipt, Policy document, Policy Schedule, Proposals, Policy Receipt, Cover Note, HTML E-mailers, SMS notifications, reminders, etc.

Overview

Challenges Faced

Benefits Achieved

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Reinvent Customer Experience –A Success Story

ManipalCigna Health insurance Company Limited is a joint venture between the Manipal Group and Cigna Corporation, a global health services company serving 160 million+ customers around the world. They offer a full suite of insurance solutions for individual customers, employer-employee groups to meet their diverse health needs.

▪ Manual development of policy document for individual and group policies

▪ Disjointed view of communications to prospects, customers and agents

▪ Delay in real-time generation of policy documents from customer or partner portal and

internal workflows

▪ Automated generation of individual & group policy documents based on business rules

▪ Single dashboard view for all the communications

▪ More than 5 Million multi-lingual communications every year

▪ Real-time document generation for policy issuance and servicing

Overview

Challenges Faced

Benefits Achieved

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Enhance Customer Experience –A Success Story

Royal Sundaram General Insurance Co. Limited is the leading general insurance company in India with a customer base of 4.5 million across India, with 2000+ employees and 156 branches in India. The company offers Motor, Health, Accident, Home and Travel Insurance to individual customers and specialized insurance products in fire, marine, engineering, liability and business interruption risks to commercial customers.

▪ Difficulty in connecting with customers with personalized content and target rule-based

marketing offers in e-mailers

▪ Difficulty tracking of e-mail/SMS delivery and in-message clicks

▪ Multiple applications that send outbound communications and no standardization

▪ Increased dependency on IT department for modification of existing templates

▪ Enhanced customer experience with personalized communications over preferred channels

▪ Centralized delivery and tracking of communications

▪ Automated document generation and archival for policy issuance and servicing

▪ Templates – Motor - Certificate of Insurance & Policy Schedule, Policy Add-On Cover; Health -Schedule of Insurance, Renewal Advice/Notice.

Overview

Challenges Faced

Benefits Achieved

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View and validate documents securely, anytime, anywhere –A Success Story

Ministry of Transport and Communications, Qatar, undertakes the role of building a transportation system with latest technologies and best practices. It plays a pivotal role in IT & Communications efforts for people of Qatar.

▪ Provide a shared service platform which offers document verification services to government and corporate organizations in Qatar

▪ Detect tempering and prevent forgery of citizen-centric documents in Labour and Immigration Ministries

▪ Difficulty in authenticating physical & digital documents in on-line and off-line modes

▪ Risk of non-compliance, Lack of control and accountability

▪ Tasdeeq -Single portal and Mobile App to validate and authenticate documents across Ministries, thereby reducing the number of visits to government agencies and curbing attempts to falsify documents

▪ Easy document verification by agents and private entities by integrating with Qatar Government Contact Center (QGCC), where information can be communicated in a secure manner

▪ Templates – E-visa, Permits, Receipts, Commercial License, Birth Certificate etc

Overview

Challenges Faced

Benefits Achieved

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Cloud-hosted Shared Digital Communication & Archival Platform –A Success Story

Israel's Ministry of Finance aimed to transform its banking sector by building a BSB—a cloud-hosted centralized platform for banks—to provide end-to-end banking solutions and serve as a shared plug-and-play digital banking platform, to be leveraged by start-up banks to roll out their operations smoothly. The Deployed solutions include: Newgen OmniOMS and OmniDocs, TCS BaNCS -Core Banking, etc. integrated in TCS Environment.

▪ Difficulty in sending over 6 million multilingual and different types of messages via multiple channels

▪ Absence of a robust enterprise document repository for managing end-to-end document lifecycle, with bank-grade security and scalability

▪ Weak integration of solutions, thereby hindering day-to-day activities

▪ 6 Million communications per year over PDF Documents, E-Mails, SMS for banking operations : Intra Day, End of Day Batch Processing, Online Transactions

▪ Multi-lingual communication including Hebrew, English, Spanish, Arabic, Russian and French

▪ Seamless capture and lifecycle management of documents across the bank

▪ Secure accessibility to documents from the TCS BaNCS CBS platform

▪ Templates – 87 Templates including Account statements, Legal Contracts, Collection Alarms & Reminders, W8/W9 forms, Details of Deposit, Monthly Transaction

Overview

Challenges Faced

Benefits Achieved

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