http://www.newgensoft.com/products/customer-communication-management-omnioms/ Basics of Customer Communication Management Newgen offers a comprehensive Customer Communication Management suite. This suite combines Newgen’s robust document management and workflow tools to create, personalize, and deliver consistent communications across multiple channels. It enables businesses to gain maximum traction from every customer interaction. It allows business users to utilize customer information to create timely and targeted communications. The Newgen Customer Communication Management (CCM) suite can be used for creation and multi-channel delivery of batch, interactive, and on-demand communications. This helps businesses enhance customer experience, and drive unprecedented enterprise growth.

1. 1Company Confidential. Copyright 2012
Customer
Communication
Management

2. 2Company Confidential. Copyright 2012
Good
Customer
Experience
Revenue
RetentionReferrals
“Customer Experience Correlates to Loyalty,"
Source: Forrester Research, February 2009
Why is customer experience important?

3. 3Company Confidential. Copyright 2012
Different types of Needs in Communication
On Demand
Generation
Financial
Statements
Telephone
Bills
Offset &
Digital prints
for Marketing
Material
Welcome Kits
Group Insurance
Policies
Technical
Authoring
Business
Correspondence
Negotiated Documents
Account
Notices
Web to
Print
Online
Quotes
POS Customer
Documents
Order
Confirmations
On Demand
Correspondence

4. 4Company Confidential. Copyright 2012
Business Challenges

5. 5Company Confidential. Copyright 2012
Change Management
Multiple Output Channels
Different Systems for Printing,
Email and Web Presentment
“System Expert” Required
Experts for different systems
required to perform Minor Changes

6. 6Company Confidential. Copyright 2012
Managing Promotions
Capture Customer Interest
Capture customer interest on
promotion for LEAD
GENERATION
Up-Selling Cross Selling
Targeting right offer to right
customer on the basis of
analysis of transaction

7. 7Company Confidential. Copyright 2012
Consolidation
Consolidation of multiple Products
Account and credit card statement
Consolidation of multiple systems
CRM, Core Banking, loan management
and wealth system.
Compliance with Industry Regulations
Control over customer communication to
meet regulatory requirement

8. 8Company Confidential. Copyright 2012
Brand Creation
Enforce Branding Guidelines
Branding guidelines must be followed
to ensure consistency in all customer
communication for brand creation
Analysis
Graphical and Textual Analysis on
Information present in Statement.

9. 9Company Confidential. Copyright 2012
Current Scenario
Is this ordinary Customer Communication sufficient?
Raw Data

10. 10Company Confidential. Copyright 2012
Data from disparate sources
Targeted Promotions
What Newgen’s CCM gives you
WEB SERVICES
MIDDLE WARE
• Business Rule determined
Promotional Message
• Conditional Annexure for
Cross Selling
• Capture Customer Interest
through Dynamic Hyperlink

11. 11Company Confidential. Copyright 2012
Password Protected PDF
Digital Signature in PDF
Statements
https:// enabled portal
SSO and LDAP
Authentication Support
Sampling and Auditing
Approval Stages
Security
Maker-Checker

12. 12Company Confidential. Copyright 2012
Drag and Drop,
multiple layer
support, style
gallery
Graph, barcode
etc.
Placeholders
Ease of Design

13. Solution Framework - Lifecycle
1. Data Capture
6. Delivery
of output
to print
vendor
4. Generation
of Output
5. Auditing and
Sampling of
generated output
7. Archival
into DMS
2. Creation and
Designing of
Output
3. Approval of
Output through
workflow A
Unified
CCM

14. 14Company Confidential. Copyright 2012
CCM Benefits

15. Single Statement Template For Multiple
Distribution Channel
Loyalty Generation and Brand Building
Easy Change Management
Cost Optimization and better control on
wastages
9/12/2013 15
Key Benefits

16. Consolidate overlapping Technologies
Regulatory Compliance
Reducing IT Support
Better Up-selling and Cross Selling

17. MANAGINGPROMOTIONSAND
CONSOLIDATION
Capture Customer Interest
Capture customer interest on promotion for
LEAD GENERATION
Up-Selling Cross Selling
Targeting right offer to right customer on the
basis of analysis of transaction
Consolidation of multiple systems
Loan/ Wealth Management System and CRM
Consolidation of multiple Products
Account and credit card statements.
Investments and loans
Banking Case Note
Global Bank–Business ChallengesCHANGEMANAGEMENT
BRANDCREATION

18. Analysis
Graphical and Textual Analysis on Information
present in Statement.
Multiple Output Channels
Different Systems for Printing, Email and Web
Presentment
Changes to be Replicated Across Multiple
Channels
High TAT(Turn Around Time) for roll out of
Changes / New Products
No Version Control Mechanism
Multiple Templates for Multiple Cycle

19. Enforce Branding Guidelines
Branding guidelines must be followed to
ensure consistency in all customer
communication for brand creation

20. Thank You