Estatement Solution Using Customer Communication Management CCM Solution
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The bank needed a single solution to generate statements for its various products and customers to consolidate multiple systems. Newgen's Customer Communication Management solution helped the bank manage different output channels, generate customized statements by customer type, and enable cross-selling of products. The solution reduced costs and reliance on IT while allowing on-demand statement generation.
Estatement Solution Using Customer Communication Management CCM Solution
- 1. Case Study BANKING E-Statement solution using Newgen's Customer Communication Management (CCM) Solution SOLUTIONS FOR BUSINESS PROCESS & DOCUMENT MANAGEMENT For a leading bank in Nigeria Overview The client has become one of Nigeria's leading financial institutions within the last five years. It is one of the top 10 banks in Nigeria in terms of asset base and leverages its global network to showcase its expertise in Treasury, Cash Management and Trade Finance. The Challenges The client had more than 10 applications in use to meet customer electronic communication needs, which they wanted to consolidate into one single application. Additionally, the client was also looking for a solution to make a new application for statement generation. Some of the other key concerns were as follows: Ÿ No unified application to generate multiple output format depending Challenges upon the customer's requirement Ÿ No unified application to Ÿ Changes in design, formatting, inserting rules for marketing information generate multiple output format was very time consuming depending upon the customer's Ÿ Consolidating the statements for various products requirement Ÿ Manage multiple output channels - The bank had different systems in Ÿ Changes in design, formatting, place for print, email and web. This caused major hurdles when changes inserting rule for marketing needed to be made across these channels on short notice. This led to information was very time issues like higher turn-around-time, long approval cycles, lack of a consuming intuitive versioning mechanism and multiple templates Ÿ Manage multiple output Ÿ Reduce operational cost channels Ÿ Reduce IT department's load and distribute work load amongst Ÿ Cross selling of products & respective departments services Ÿ Cross selling of products & services - The bank wanted to offer a new range of products to its customers. For which, they needed a solution that would help them to cross-sell these products using the electronic/web medium. The solution was also needed to align the right offer with the right customer based on the analysis of their transactions Ÿ Distribution and specialized printing The Solutions Newgen proposed its CCM suite- Omni Output Management System for statement generation & presentation for the client's retail as well as corporate customers. O2MS was connected to the various databases which were available to generate statements for all services being availed by the customers. With the proposed solution the client's customers were able to view the details of their account along with related services. The proposed system also facilitated segregation of statements based on customer category. For e.g. statements for high net worth individuals could be prioritized in the printing and distribution queue. The O2MS solution provided the necessary flexibility not only to consolidate statements but also generate product wise statements based on customer requirements. It also gave necessary integration mechanisms to cater to future needs of integration with any legacy or third party systems. Apart from this, Newgen also provided the effort estimation for the same separately. www.newgensoft.com
- 2. Case Study BANKING The Benefits With the deployment of Newgen's solution the client was able to meet customer electronic communication needs and also acquired a statement generation application. The client was able to attain the following benefits by using the Newgen solution: Ÿ Manage multiple output channels SOLUTIONS FOR BUSINESS PROCESS & DOCUMENT MANAGEMENT Ÿ Customized statements based on customer category Ÿ Targeted one-to-one marketing Ÿ Cross selling of products & services Ÿ Personalized statements Ÿ Reduced dependence on IT department Benefits Ÿ Customer Service Executives could generate statements on demand Ÿ Manage multiple output Ÿ Reduced TRT for Ad-hoc generation. channels Ÿ Ad-hoc Reports / Customer Behavior Analysis Ÿ Customized statements based on Ÿ Distributed & specialized printing customer category Ÿ Pin code / Barcode sorting Ÿ Cross selling of products & Ÿ Consolidated statements services Ÿ Reduced printing costs Ÿ Customer service executives Ÿ Reduced distribution costs could generate statements on Ÿ Ability to outsource printing demand ŸVendor dependent print spools Ÿ Ad-hoc Reports / Customer Behavior Analysis About Newgen Ÿ Distributed & specialized printing Newgen Software is a leading global provider of Business Process Management (BPM), Enterprise Content Management (ECM) and Customer Ÿ Pin code / Barcode sorting Communication Management (CCM), with a global footprint of 850 installations in over 45 countries with large, mission-critical solutions deployed at the world's leading Banks, Insurance firms, BPO's, Healthcare Organizations, Government, Telecom Companies & Shared Service Centers. Newgen Software has been positioned in the Magic Quadrant for Business Process Management (BPM) and Enterprise Content Management (ECM). The company has been recognized by distinguished analyst firms like Frost and Sullivan as A 'Hot Company to Watch for' in their global ECM Market report, 2009 and by IDC in its exclusive report “Newgen Software: Global Leader in Business Process Management and Document Management Solutions”. Newgen's Quality Systems are certified against ISO 9001:2008 and Information Security Standard, ISO 27001:2005. Newgen has been assessed at CMMi Level3. Newgen prestigious clients include HSBC Bank, Deutsche Bank, Hua Nan Bank, ABN Amro Bank, ICICI Bank, IDBI Bank, State Bank of India, ING Vysya Bank, CitiFinancial, RAK Bank, Bank of Tanzania, Max New York Life, Bajaj Allianz, Royal Sundaram Alliance, Unilever, Philips, GE Countrywide, EXL, Satyam Nipuna, iGATE, Core 3, Ranbaxy, GSL, Kenyan Airways and SEC Phillipines. www.newgensoft.com Newgen Software Technologies Ltd., India A-6, Satsang Vihar Marg, Qutab Institutional Area, New Delhi 110 067 Tel: +91-11-26964733, 26963571, 26856871 Email: newgen@newgen.co.in Newgen Software Inc., USA Washington DC Metro Area, Newgen Software Inc., 1364 Beverly Road, Suite 300, McLean, VA 22101, Tel: +1-703-749-2855, Tel: +1-703-439-0703 Email: usa@newgensoft.com Newgen Software Inc., UAE SSC.-CS-ABNK-01 Newgen Software Technologies Off No: 314, Building No: 3, P O Box. 500297, Dubai Internet City, Dubai, UAE, Tel: +971 44541365, Fax: +971 44541364 Email: emea@newgensoft.com E-mail: corpmkt@newgensoft.com