NEWGEN SOFTWARE INC

Customer Communication Management

NEWGEN SOFTWARE INC.

COPYRIGHT 2016, NEWGEN SOFTWARE INC.COPYRIGHT 2016, NEWGEN SOFTWARE INC.

CCM - An Overview

Strategy to improve the creation, delivery, storage and retrieval of outbound communications, including those for –

• Account statements, Loan status letters

• Marketing materials, New product launches

• Welcome kits

• Online premium quotes

• Group and individual policies

• Explanation of benefits letters

• Claims correspondence and documentation

• Renewal notifications

• Bill and payment notifications

Improved communications with:

• Customers

• Partners

• Regulatory bodies

• Distributors

▪ “Strong Performers” –“Customer Communications Management” Wave report, Q2 2016

▪ Positioned in Customer Communication Management MQ, 2017

Changing Trend – Need for digital communicationstrategy and not just statements

3

Facebook

Web

Mobile

Email

Twitter

Paper

Phase1 Phase2

Paper ElectronicDigital Channels

NewgenCCM -

OmniOMS

Update on account statement request

Update on service request

Account statement

Home loan offer

Offer on fixed deposit

Renewal reminder

Bill payment notification

Archival & Retrieval

CRM /Call

Centre

Core

Internal

Employee /

Field Agent

Billing

Front Office

Back Office

Self-Service

Interactive

Batch

On-Demand

Digital TouchpointsOrganizationCommunication

TypesBANKING

NewgenCCM -

OmniOMS

Policy renewal

Update on service request

Welcome kit

Policy dispatch notification

Claim approval / rejection

Certificate of insurance

Premium payment notification

Archival & Retrieval

CRM /Call

Centre

Core

Internal

Employee /

Field Agent

Billing

Front Office

Back Office

Self-Service

Interactive

Batch

On-Demand

Digital TouchpointsOrganizationCommunication

TypesINSURANCE

Why CCM ?

Data from multiple sources• Credit Card System• Loan Management System• CRM

Personalized communications• Rule based insertions• Targeted content

Managing High Volume Generations• Multiple generation cycles• Priority based generation

Multiple Delivery Channels• Preference based delivery• Change replication across channels

Compliance with Industry Regulations• Control over customer communication • Ability to quickly respond to regulatory

changes

Structured

•Documents generated for a large number of customers in batches, often in large volumes

•Scheduled production runs that process vast amounts of variable data

•e.g. monthly statements

Interactive

•Requires human touch for completion by providing variable data or selecting content (by internal staff) in a structured template, usually backed by a workflow

•e.g. letter correspondences, customer service letters, letter of credit

On-demand

•Events triggered from Web, phone, transactional systems by customers or agents

•The system sends the entered data to a document service that composes the required communication and sends it back in real time

•e.g. payment acknowledgement receipts, auto insurance renewal

Structured, interactive, on-demand communications

Streamline Enterprise Wide Communications

COPYRIGHT 2016, NEWGEN SOFTWARE INC. 8

Letters Invoices Statements

ProposalsPolicies /

ContractsRegulatory Documents

Marketing Materials

Alerts & Notifications

Welcome Kits

Retail Loan


Statements Letters ProposalsPolicies /

ContractsInvoices

Marketing Materials

Welcome Kits


Regulatory Documents

• Post Disbursal (Contd..)– Change of Address– Email and Contact Number Update– Foreclosure Simulation– Rescheduling Simulation

• Collections– Payment Due Reminders– Payment Received Notifications– SMS / Email Notifications– Late Payment Penalty– Delinquency Communication

• Marketing– Product Brochure– Marketing Communications– Upsell / Cross-sell

• Lead / Proposal Stage– Product Brochure– Quote & Proposal

• Pre Approval– KYC Update Email– Approval/Decision Letter

• Post Approval– Sanction Letter– Amortization Schedule with Fee & Charges

• Post Disbursal– Welcome Letter– Interest Certificate– Statement of Account– Letter of Instruction, Change of Interest Rate

Corporate Loan (CLOS) / SME Loans



ContractsInvoices

Marketing Materials

Welcome Kits



• Collections

– Payment Due Reminders

– Payment Received Notifications

– SMS / Email Notifications

– Late Payment Penalty

– Delinquency Communication

• Marketing & Branding

– Product Brochure

– Marketing Communications

– Upsell / Cross-sell

• Lead / Proposal Stage– Product Brochure– Quote & Proposal

• Post Sales Stage– Pre Approval

• Letter of Intent• Discrepancy Communication• KYC Update Email• Counter Offer Letter• Pre Sanction Communication

– Post Approval• Letter of Sanction with Covenant details• Disbursement Notification• Closing Invoice Report• Auto Debit Form

Banking



ContractsInvoices

Marketing Materials

Welcome Kits



• ATM / Debit Card Services– Transaction Notification

– Online Debit Card PIN Email

– Link ATM / Debit card to account

– Block Debit / ATM card

– Reissue of Lost ATM / Debit Card

• Marketing– Upgrade Account Email


– Upgrade Debit Card

– Reward Points Redeem Email

• On-boarding– Welcome Kit

• Services– Change of Address

– Cheque Book Request Letter

– Transfer of Account to other Branch

– Re-dispatch of undelivered card / chequebook

– Duplicate Statement Email

– Update KYC Emails

Cards and Payment Services

• Sale– Promo Material– Pre Filled Forms

• Services– Activation / De-activation of Physical

Statement– Cancellation of Credit Card– Re-issue / Replace Card Letter – Address Change Letter– Undelivered Card Notification– EMI Update– International Usage Activation Notification– Online Debit Card PIN Email



ContractsInvoices

Marketing Materials

Welcome Kits



• Billing– Statements

– Reminders

– Payment Received Notifications

– SMS / Email

• Marketing– Reward Points Redemption


– Product Brochures

• Claims– Claim Acknowledgement

– Claim Approval/Payout/Rejection Letters

– Requirement Letters

– Assessment report

• Commissions Payout– Commission Due/Paid Advice

– Reconciliation

• Marketing & Branding– Product Brochure



General Insurance

13


ContractsInvoices

Marketing Materials

Welcome Kits



• Prospecting– Quotation– Marketing Collaterals

• Policy Issuance & Customer On-boarding– Cover Note– Premium Payment Receipt– Requirement Letters– Welcome Kit– Policy Document– Rejection / Refund Letter

• Policy Servicing & Renewals– Endorsement Certificate– Servicing Confirmation– Renewal Notice– Renewal Reminders– Lapse Policy Notification– Renewal Certificate– Premium Payment Receipt

Life Insurance

14


ContractsInvoices

Marketing Materials

Welcome Kits






– Investigation report

• Commissions Payout– Commission Due/Paid Advice– Reconciliation

• Marketing & Branding– Product Brochure– Marketing Communications– Upsell / Cross-sell– Wellness Messaging

• Prospecting– Quotation / Illustration– Marketing Collaterals

• Customer On-boarding & Policy Issuance– Premium Payment Receipt– Requirement Letters– Welcome Kit– Policy Document– Rejection / Refund Letter

• Policy Servicing & Renewals– Endorsement Certificate– Servicing Confirmation– Renewal Notice– Renewal Reminders– Lapse Policy Notification– Reinstatement Notification– Renewal Certificate– Premium Payment Receipt

Health Insurance

15


ContractsInvoices

Marketing Materials

Welcome Kits






– Investigation report

• Commissions Payout– Commission Due/Paid Advice

– Reconciliation

• Marketing & Branding– Product Brochure



– Wellness Messaging

• Prospecting– Quotation– Marketing Collaterals

• Policy Issuance & Customer On-boarding– Premium Payment Receipt– Requirement Letters– Welcome Kit– Policy Document– Rejection / Refund Letter

• Policy Servicing & Renewals– Endorsement Certificate– Servicing Confirmation– Renewal Notice– Renewal Reminders– Lapse Policy Notification– Renewal Certificate– Premium Payment Receipt

Telecom



ContractsInvoices

Marketing Materials

Welcome Kits



• Collections– Prepaid / Postpaid bills

– Invoice generation

– Billing inserts

– Web Presentment

– Reminder SMS/Emails

– Payment Acknowledgement emails

– Red Letters

• Marketing– Product Brochure


– Multi-Channel Delivery


• Customer On-boarding– Welcome Kit

– Notifications

• Order Handling– VAS related notifications

– Activation/De-activation notifications

• Complaint Handling– Duplicate Bills– Customized Offers– Appeals & Grievances Letters

Healthcare



ContractsInvoices

Marketing Materials

Welcome Kits



• Enrollment

– Rejection Letters

– Confirmation Letters

– Confirmation for Plan Change

– Request to cancel disenrollment

– Receipt of Request to Dis-enroll Letter

• Product– Care Plan Letter

– ID Cards(Re-issue)

– Explanation of Benefits

– Termination Letter

• Customer Service

– Final Demand Letter

– Patient Discharged on Medication

– Welcome Letters

– Future Member Handbook

• Collections

– Billing Statements

– Billing Coupons

– Premium Upon reconsideration

– Medicaid Termination Letter

– Cancellation Notice

Newgen CCM Benefits

18

Automate all your communication needs

• Customer, Internal, Partner Communication

• Batch, Interactive, On-demand communication

• Secured communication

Personalization & Engaging Content

• Content based on customer profile

• User specific frequency and schedule

• User specific font

• Targeted upsell/cross-sell for higher conversion

Multi-Channel Delivery

• Engage customers on physical and digital : social, web, mobile, email, print

Standardization & Compliance

• Corporate guidelines

• Statutory guidelines

Reduce costs

Build customer

loyaltyDrive top line

growth

Deliver rich customer

experience Reduce risks

Reduce paper and postage costs up to

100%

Send out

personalizedcorrespondences

Acquire more customers by

sending out 100%targeted content

for upsell/cross sell

Achieve 0 wait time for your end

customers to receive documents

on-demand

Ensure 100%compliance with standardization

and extensive audit

Decrease call-center volume by

50% of on-demand generation

Reduce IT dependency by

90% using no scripting output

generation engine

Send out greetings

and information at right time

Acquire customers

faster by instantly sending product

launches or online quotes

Achieve 100%consistent

branding across all your

communications

Reduce 95% wait time and Achieve

0% error rate for your front office

communications

Success Stories

IndustryFinance

LocationUnited States

Technology used• Solution Accelerator for

Wealth Management• OmniOMS• OmniDocs

Company profile

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries.

Citi provides broad range of financial products and services, including wealth management.

Bringing faster response and efficiency to HNW customersChallenges

• High development effort cost and TAT, customer complains that delays in report impedes investment decision

• Inflexible temple modification and customization process as personalization involves a lot of back office support and enhancement to any section of report was tedious to perform

• Multilingual reports in Spanish, Portuguese, Chinese simplified, Chinese standard and English

• Difficult to cope with changing regulatory requirements based on countries & states along with approvals

Solution

• Newgen’s solution accelerator for Wealth Management was implemented

• Web based designer with drag and drop report designing

• Use of reusable components for template designing and catering to various complex business needs

• Workflow based approvals for the designed components

Benefits

• Self explanatory and user friendly reports helped customers to understand their portfolios and identify opportunities

• RM’s able to service customer’s on demand requests with minimal TAT. Earlier it used to take them 2-5 days for report creation, which is reduced to 15-20 min with 100% SLA adherence.

• Personalized & multilingual report generation based on customer demographics, country or community etc.

• RM’s are empowered to schedule reports on varied frequencies – daily, weekly, fortnightly, custom

IndustryFinance

LocationSaudi Arabia

Technology used• OmniOMS

Company profile

Most acclaimed financial services group having USD 60 billion worth of assets and one of the region's largest with 66 branches.

It has grown into an international financial services entity with branches in Europe and Middle East.

Streamlining communication across the bankChallenges

• To introduce customer communication management solution to integrate with market leading Temenos T24 core banking solution

• System to be well Integrated with the existing archival system IBM Filenet

• To handle multilingual communications in English and Arabic

• To dynamically display marketing content

Solution

• Provided solution to meet the Bulk and Adhoc document generation

• Generation triggered by request from T24 systems, with XML and database feeds

• Template generation supported statements both in English and Arabic

• Introduced whitespace management to help in cross sell marketing and campaigning

Benefits

• Saving on maintenance and operations due to automation with existing systems and reduced dependence on IT team

• Ease of template design and output in multiple languages as business users have been able to design 250+ templates on their own. The templates are split according to country.

• Provide multichannel delivery option for statements and campaigns

IndustryFinance & Insurance

LocationOman

Technology used• OmniOMS• OmniDocs

Company profile

With assets worth over USD 27 billion, Bank Muscat has the largest network of 149 branches, 645 ATMs & CDMs and more than 10,000 PoS terminals.

Bank Muscat provides Corporate/Retail/Investment Banking, Islamic Banking, Treasury, Private Banking and Asset Management for 2.4 million customers.

Increasing customer engagement and reducing costsChallenges

• Existing system only supported print statements with no Emails or digital statements

• Un-engaging bland content & delays in generating and sending statements

• On-demand statement requests, archival and retrieval not possible using existing system

• Reduce high costs due to print and postage

• Inability to personalize and create consolidated account statements

• Core banking system used for statement generation, which put load on main banking operations

Solution

• Provided solution for digital statement generation, archival and retrieval using products from Newgen’s CCM suite

• OmniOMS as one platform for generating multi-channel and multi-lingual communication

• Generation of consolidated account statements

Benefits

• Engaging & personalized digital statements and On-time delivery

• Reduced load on core banking system

• Consolidated account statements for less paperwork and better customer experience

• Priority based generation with targeted marketing content

• Multi-lingual statements in English as well as Arabic

IndustryInsurance

LocationIndia

Technology used• OmniOMS• OmniDocs

Company profile

A leading general insurance company with 139 offices and more than 18,000 intermediaries across India.

They provide insurance solutions with respect to motor, health, home, travel, marine, etc.

Driving growth through on-demand policy generationChallenges

• Needed solution for enabling their customers to generate policies on-demand and meeting regulatory changes

• Drive customers to online portal for self-service

• Send Emails from single solution

• Template management across different LOBs

• System to archive and retrieve policies quickly

Solution

• RGI decided to implement the solution using products from Newgen’s CCM suite

• Newgen’s on-demand policy generation to be integrated with CRM system

• OmniOMS as one platform for generating multi-channel communication

• OmniDocs is used to provide Archiving solution

Benefits

• Rich user experiences that boost customer adoption

• Reduced load on call center operations

• High realtime performance while generating policies

• More than 10,000 polices and renewal notifications are generated on a daily basis

• Drive offers and provide cross sell facility

• Adherence to regulatory guidelines

IndustryInsurance (Specialty)

LocationLondon, UK

Invoicing (Collections), Renewals

Company profileTokio Marine HCC is a leading specialty insurance group with offices in the United States, the United Kingdom, Spain and Ireland, transacting business in approximately 180 countries and underwriting more than 100 classes of specialty insurance.

Delivering Value Across Verticals

IndustryHealthcare (Health Insurance)

LocationNew Jersey, US

Company profileSince 1932, Horizon Blue Cross Blue Shield of New Jersey has offered quality health insurance products and services to New Jersey families and businesses.

IndustryInsurance

LocationMumbai, India

Invoicing, Notifications,(Collections), Renewals

Company profileLife Insurance Corporation of India is an Indian state-owned insurance group and investment company. It is the largest insurance company in India with an estimated revenue of 88 billion USD.

IndustryInsurance (Life)

LocationCyprus & Greece

Prospecting, On-demand policy issuance

Company profileCNP provides portfolio of products, accommodating Life, Accident and Health Insurance needs, private investment and savings plans through excellence in customer service.

Delivering Value Across Verticals

IndustryInsurance

LocationBahamas, Caribbean

Prospecting, Policy Issuance, CollectionsOIPA Integration

Company profileFamily Guardian is a wholly-owned subsidiary of FamGuardCorporation Limited, a publicly traded company and one of the country's leading financial services institutions.

Highly Scalable Solution

HDFC Bank generates over 5

million credit card statements

over a month, which are also

accessible through net-

banking.

Access Bank, leading bank in

Africa, consolidates over 1 million Current Account, Savings Account (CASA)

statements monthly.

Reliance General Insurance, one of

the largest general insurance provider in India, generates

20,000+ interactive

correspondences per day.


Prestigious Clients

AMERICASNewgen Software Inc.Washington DC Metro Area1364 Beverly Road, Suite 300McLean, VA 22101Tel : +1-703-749-2855, +1-703-439-0703Support Hotline : [email protected]

Newgen Software Inc.8270 Woodland Center BoulevardTampa, Florida – 33614Tel : +1-813-769-3575Fax : [email protected]

APAC - SINGAPORENewgen Software Technologies LimitedOff No: 314, Building No: 3P O Box. 500297, Dubai Internet CityDubai, UAETel : +971 44541365Fax :+971 [email protected]

EMEA - DUBAINewgen Software Technologies Pte Ltd.30, Raffles Place # 17-38Chevron house, Singapore 048622Tel : +65 6221 8432Fax : +65 6221 [email protected]

INDIACorporate OfficeA-6, Satsang Vihar MargQutab Institutional AreaNew Delhi -110 067, IndiaTel : +91-11-4077 0100, 2696 3571Fax : +91-11- 2685 [email protected]

www.newgensoft.com

Thank you

COPYRIGHT 2016, NEWGEN SOFTWARE INC.