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Underwri(enby:
#AIIMInforma(onIsYourMostImportantAsset.LearntheSkillstoManageIt
HowWilltheProlifera(onofMobileImpactHowYouProcessCustomerInforma(on?
February23,2017
HowWilltheProlifera(onofMobileImpactHowYouProcessCustomerInforma(on?
AIIMWebinardelivered23February,2017
Underwri(enby:
AtleSkjekkelandSeniorVicePresidentAIIM
OwenKilbaneSeniorMobileSpecialist,EMEAKofax
Host:TheresaResek,CIPDirectorAIIM
Today’sSpeakers
Underwri(enby:
AtleSkjekkeland
SVP
AIIM
IntroducingourFeaturedSpeaker
Underwri(enby:
AreYouReadyforaTriptoMars?
Imagesource:NASA
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MobileEverywhere
Underwri(enby:
Underwri(enby:
AlwaysOn
Source:GlobalWebIndex2012-2015
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DirectAccess
Underwri(enby:
AlwaysConnected
Underwri(enby:
Console Terminals PC Laptop Notebook SmartPhablet
DirectConnecVon RS-232 Ethernet Dial-Up
Modem Broadband 3G/4GWiFi/Fibre
ITOnly Specialist OfficeWorker
MobileWorkforce
AnyEmployee Customers
DataRoom LocaVonBased
CompanyWide
CustomerSite
HomeWorking Anywhere
1960 1970 1980 1990 2000 2010
Loca(on
User
Connec(vity
Device
Mobility(DistancefromSource)
Timeshare MulV-User Client-Server Web AppsInterface
Source:GeorgeParapadakis,Alfresco
WelcometotheMobileEra
Underwri(enby:
FortheConsumer
ThereisanAppforthat
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FortheEnterprise
§ Only22%havemobileaccesstoimportantcorporatedocuments
§ 21%havemobilecapture.§ 20%contentcreaVonand
commenVng.§ 13%haveprocessinteracVon
onmobile.
Underwri(enby:
PaperisHoldingYouBack
Underwri(enby:
PoorMul(-ChannelCommunica(on
HowdoyoudealwithmulV-channelinboundcontent?
Underwri(enby:
PoorOmni-ChannelCommunica(on
Underwri(enby:
TimeforChange!
Addressthestrategicroleofmobile.§ Customerjourney§ Commerce,
loyalty,analy(cs§ Reach§ Distributed
workforce§ Behaviorchange
Source:BillSeibel,Mobiquity
Howareyoulookingatmobiledevicesforcontentaccessanddatacapture?
Underwri(enby:
Before Now
ImagefromthemovieTaxiDriver ImagefromUber
CustomerJourney
Underwri(enby:Source:h(p://blogs.forrester.com/julie_ask/14-05-30-winning_in_your_customers_mobile_moments
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Source:BarclaysBankPLC
h(ps://goo.gl/PgB5Vz
FromClicktoBrick
Underwri(enby:Imagesource:Scandit.com
Commerce,Loyalty,&Analy(cs
Underwri(enby:21
§ UPSexperiencebigsavingsfroma(enVontodetail§ 1mileis
worth$50M*
§ 1minuteisworth$14.6M*
§ 1minuteofidleVmeisworth$515K**
Previous Route
ORION Route
Source:DivyaSachdev,HeadofSCSIT,UPSEurope
Commerce,Loyalty,&Analy(cs
Underwri(enby:Imagesource:h(p://www.flickr.com/photos/globalx/4864001692/
DistributedWorkforce
Underwri(enby:Source:Voovio
Reach
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BehaviorChange
§ FDAhasnowapprovednewchip-embeddedpills.
§ Thesmartpillsreportbacktoasensorandyoursmartphonewhenmedshavebeeningested.
Underwri(enby:
BehaviorChange
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Saygoodbyeto…§ Keys§ Wallet§ Keycards§ Creditcards§ Remotecontrols§ IDcards§ Babymonitors§ Pocketcameras§ NavigaVonsystems§ Watches§ Remotecontrols§ Andmanymore…
Underwri(enby:
Problem-SolvingMoments
Imagesource:h(p://imgur.com/koXmjTO
Underwri(enby:
TheMobileManifesto
§ PromisesfortheMobileMindShil§ WhereverIam,yourcompanyisavailable§ WheneverIchoose,yourbusinessservice
isatmyfingerVps§ Whatevermynextstep,youhave
anVcipatesmyneeds§ WhatevermyacVon,youarereadyto
respond
Source:Forresterreport“Re-EngineerYourBusinessforMobileMoments”Jan24,2014
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BusinessBenefitsofMobileCapture
Whathavebeenthethreebiggestbenefitsofyourmobile/portablecaptureprojects?
Underwri(enby:
OwenKilbaneSeniorMobileSpecialist,EMEA
Kofax
Areyouleveraging“mobile”todelivercompellingcustomerexperiences?
IntroducingourSpeaker
“One second is the new minute”
w Customers expect, no demand, to be able to use any electronic device to be able to interact with merchants.
w Yet, most merchants do not understand that customers want a multi-channel self-service and assisted-service ways of buying products and services.
Do you have a mobile strategy that delivers..
Cutting Costs Speed Time to Productivity
Improve Retention
Improve Data Quality
Reduce Admin Time
Cross-sell / Upsell
Stay Compliant Drive Performance
An effective mobile strategy…
w Powers mobile moments by utilising the camera to enroll new customers, deposit a cheque, pay a bill, or transfer funds.
w Eliminates friction by auto-populating forms which reduces customer interaction time from minutes to seconds.
w Allows you to provide an exceptional customer experience as well as acquire new customers faster, along with retain and service existing customers
Imagine if you could turn the camera into an “intelligent scanner”
Mortgage & Lending
First Notice of Loss (FNOL)
Funds Transfer
Receipt Capture
Complaint Handling
Credit Card Balance Transfer
Bill Pay & Payee Enrollment
Remote Deposit Capture
Onboarding & New Account Opening
Insurance & Medical Claims
Competitive Quoting
And many, many more…
Use Case Example - Receipt Capture
35
Does adaptive web deliver a compelling CX?
36
“Serving customers in their mobile moments demands a new approach to mobile banking. Shrinking or squeezing an experience designed for the PC onto a small screen fails to take into account the needs of customers on the go. Instead, the immediacy, availability, and context of mobile devices gives digital banking teams the opportunity to simplify tasks and help customers make better decisions throughout their journeys and even through the course of the day. “
Forrester, State of Mobile Banking Report, 2015
w It’s imperative that Consumers are given options on how they interact with Merchants/Retailers.
w They may want to start using one device and move to another to complete the transaction..
w Whilst we see some interactions that “start and end” on a mobile device there are many interactions that start from a PC/Web browser.
w From within the Case/Transaction there is a need for captured documents to be added to the process, in a controlled secure manner.
Thinking about Mobile Differently
We have the ability to change the “Digital Touch Point” a consumer engages with.
15
w You are completing an Insurance Claim or opening an Investment Account from your PC.
w As you have 15+ questions to answer this could not be completed on a mobile device.
w As you complete the form you are asked to submit an external document or ID to the process..
Just imagine..
38
� If only.. You had the option to enter your mobile number to receive the instructions.
w You are completing an Insurance Claim or opening an Investment Account from your PC.
w As you have 15+ questions to answer this could not be completed on a mobile device.
w As you complete the form you are asked to submit an external document or ID to the process..
w If only.. You received an SMS message to enable you to upload the missing document.
Just imagine..
39 39
w You are completing an Insurance Claim or opening an Investment Account from your PC.
w As you have 15+ questions to answer this could not be completed on a mobile device.
w As you complete the form you are asked to submit an external document or ID to the process..
w If only.. You were given clear on-screen instructions to snap a picture of the required document.
Just imagine..
40 17
w You are completing an Insurance Claim or opening an Investment Account from your PC.
w As you have 15+ questions to answer this could not be completed on a mobile device.
w As you complete the form you are asked to submit an external document or ID to the process..
w If only.. You received confirmation you uploaded the correct document in a controlled secure manner, with no images being written to the Camera Roll.
Just imagine..
41 18
u Who’s benefiting from Kofax Mobile Capture™ today
42
w When on-boarding a new customer for a Credit Card application the customer is required to present a valid form of Identify to complete the process. The details from the Identify form, normally a Driving License, are manually input into the eForm which takes several minutes and introduces possible data entry errors.
w They have implemented and deployed Kofax Mobile Capture to dynamically extract the relevant data from the Driving License to populate the electronic Application Form. This ensures all data elements are correct and reduces the on-boarding time dramatically.
Global credit card company – customer on-boarding
43
Remote Cheque Deposit
Problem domain How we helped
Problem domain How we helped u Due to the strong financial assurance provided by
financial regulations in the UAE, cheques are still a primary method of consumer bill payment, with close to one million cheques cleared per month for a population of less than four million people.
u To support the “Smart Government” initiative Emirates NBD Bank decided to enhance its existing mobile banking application by developing a comprehensive Remote Cheque Deposit capability. The primary benefits of the initiative are convenience for the client (no need to visit a bank branch or CDM) and efficiency for the bank (no need to physically handle the cheques for clearing), plus showing to the market that ENBD is staying ahead of the latest technology developments.
FinecoBank
44
About FinecoBank • FinecoBank is UniCredit Group’s direct multichannel bank
offering a business model combining direct banking and financial advice.
• In 1999 Fineco SIM, one of the most active SIM in the Italian market, launches the first online trading retail service in Italy.
• At the end of 1999 Fineco became a real bank and launched the first current account paid in Italy. In the following months the service was transformed from deposit accounts to full accounts, with payment cards, checks, phone cards.
• FinecoBank are using the Kofax Mobile solution to capture the “F24” Form that is required for Tax Payments.
h(p://www.aziendabanca.it/noVzie/fineco-app-apple-android-funzionalita
European Consumer Bank
w When purchasing iPad’s, iPhones, and iMac devices, through a retail operation, this Consumer Bank in Spain is providing the personal finance options. However this retail currently have a paper-less approach and in order to streamline the account opening process the Bank implemented an App, on iPhone, that dynamically extracts the data from a Spanish Driving License or National ID to simplify the process of completing the mandatory eForms.
w By snapping a picture of an ID, rather than manually typing the information into the eForm, they will save three minutes per transaction.
� Currently in development and will be deployed later this year.
International Consumer Bank
w When purchasing a Car in Germany the Car Dealer arranges the financing of the purchase from this Consumer Bank. This a complex paper-based process where applications forms, proof of earnings and proof of Identify are required. Once completed all the paperwork is sent to the Consumer Bank for processing before the funds are released taking several days, and introduces delays should the information provided be incorrect or missing.
w Using the camera on their smartphone all documents are transferred electronically and validated in real-time.
� The Kosyfa App is currently being used by 18,000+ Car Dealers in Germany. A Customer Case Study is available.
Leveraging intelligent mobile capture in personal finance
45
Problem domain w On-boarding of new customers required the
customer to visit a branch. They had situations where key documents, needed for the on-boarding process, were missing or incorrect.
How we helped w By implementing Kofax Mobile Capture the Sales Reps from
the Bank can visit key customers to complete the whole on-boarding process using their Smartphone. This has allowed them to provide a greater level of customer service and ensure that all the information presented is validated to deliver a greater level of "know your customer" compliance.
Large South African Bank – Customer On-boarding
46
Customer on-boarding
u When a customer accepts an Insurance Renewal from Allstate Insurance they were required to go online or speak with Customer Service to complete the payment process.
u Using Kofax Mobile Capture Allstate are providing their customers with a simple efficient way of renewing. From their App the customer captures the renewal form and their preferred choice of payment - credit or debit card.
Problem domain How we helped
47
Delivering a compelling CX is NOT a Leap of Faith but a necessity..
48
Don’t get left behind. Think Mobile Capture - think Kofax..
Underwri(enby:
TakeyourskillstothenextlevelbylearningbestpracVcesandtechnologiesfordigitalimagingwithAIIM’sCapture&Imagingtrainingcourse.
Underwri(enby:
AIIMistheCommunityforInforma(onProfessionals
AIIMbelievesthatinforma(onisyourmostimportantasset.Learntheskillstomanageit.
OurmissionistoimproveorganizaVonal
performancebyempoweringacommunityofleaderscommi(edto
informaVon-driveninnovaVon.
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