Brochure

Stand out with better CCM HP Exstream

Brochure | HP Exstream

2

Details make the difference

Does it surprise you when your insurance company sends you a birthday card? And that they know you go by Chuck, not Charles? And that they know you like to receive information through email and not in your mailbox?

Wouldn’t it be great if you could provide those “little” details to your customers in the format and using the channel they prefer? Little details make all the difference in customer relationships. So what about all those personalized solicitations, communications, and emails companies send?

CIOs, CMOs, and CEOs worry about how to grow revenue and cut costs. One way to grow revenue is to use communications to drive customer behavior, and this is best accomplished with personal communications delivered the way the customer prefers. Many companies suppose that such a level of personalization would be too costly and complex to deploy. But what if there were a solution that not only helped you increase revenue with more targeted communications, but also helped you lower costs and simplify all of your communications processes?

According to recent studies, the average American business loses 50% of its customers every five years. Two-thirds of these customers cite inadequate customer care as their primary reason for leaving.2 Other key findings include:

• Acquiring new customers can cost as much as 5 times more than satisfying and retaining current customers.

• Companies that prioritize the customer experience generate 60% higher profits than their competitors.

• Satisfied customers tell 9 people how happy they are.

• Dissatisfied customers tell 22 people about their bad experiences.

• 80% of your future profits will come from 20% of your existing customers.

Turn your communications into a differentiator Use common communications to grow revenue and save money. Your bills, statements, policies and proposals can actually transform your customers’ perception of your business and generate long-lasting relationships. HP Exstream is a software solution that leverages data and systems you already have to transform customer communications into a highly personalized experience based on customer preferences.

You can improve the customer experience and make customer interactions more profitable by bringing new life to your existing communications. From batch monthly statements to real-time web self-service requests, and from email account notices to interactive communications, HP Exstream can help you transform customer insights into strong, personal connections

HP Exstream helps you attract, acquire, service, and retain your customer base. In other words, grow revenue and build profitable, long-lasting relationships.

Reach customers where, how, and when they want HP Exstream is a software solution that takes your existing data and content and transforms it into personalized communications that can be delivered to any device your customers use.

Take everything you know about your customers—like how they prefer receiving communications in Spanish, or how they like to receive their health plan EOB in the mail, but receive copay amounts by SMS text—and transform it into personalized communications.

Our customers have reduced document …1

Production costs by $1.5 million per year

Development time by more than 70%

Inventories (templates) by over 75%

1 Claims in image above based on internal HP data

collected from 2004-2013 from hundreds of HP Exstream customers. Data was compiled from a variety of sources, including case studies, articles, press releases, performance tests, customer presentations, award submissions, and more.

2 A new independent consumer study commissioned by TalkTo reveals consumers frustrations with customer service phone experience.

Brochure | HP Exstream

3

Customers move to other channels 75% of the time when unsatisfied with the communication platform. And when they switch channels, customers expect to continue the same conversation with a familiar experience. Enterprises find meeting this expectation difficult, however: 42% of customer service agents must use multiple applications when managing voice, chat, email, and social media inquiries.2

Deliver a consistent, multichannel experience Be more efficient, and make sure customers can receive your critical communications. Develop messages and content fit to serve multiple purposes, and deliver them through various channels while using tools for electronic tracking and production optimization.

• Design and approve communications once—then deliver them through virtually any communications channel.

• Create highly dynamic communications, with precision control over the appearance and behavior of HTML, including dynamic charts, videos, hyperlinks, and other rich, multimedia elements. Interactive options allow your customers to drill down on a key element for additional detail within a customer communication, including statements and bills.

• Track the delivery of electronic communications—and automate your backup delivery plan in case of delivery failures or bounce-backs through an unlimited number of failover channels.

• Our integration with ExactTarget gives you consolidated visibility into delivery, tracking, and response information for electronic communications.

Easily and automatically incorporate approved content in document white space

Use everything you know about your customers to present them with tailored messages and help cross-sell and upsell the most relevant products and services

Ensure brand consistency, using tools to control and standardize the delivery of messages, graphics, and content

Retrieve virtually any type of data or content—whether structured or unstructured—and transform it into meaningful communications

Real-world ROI HP Exstream customers see real world benefits. We’ve helped customers reduce:1

• Document processing time by an average of 77%

• Document maintenance costs by over 58% a year

• Postage and paper costs by an average of over $1 million per year

Brochure | HP Exstream

4

Deliver communications that set your company apart

Improve the customer experience Empower your business users to make the most of every customer touchpoint with insightful, high-impact communications that put customers and their needs first.

• No matter whether customers are getting printed communications in the mail, or they get email notifications with links to statements or text message alerts, HP Exstream enables you to provide a consistent multichannel customer experience

• Reach customers just how they like, through their preferred channels, including print, email, mobile apps, the web, and SMS texts.

Increase profitability Strengthen your bottom line through more effective communications. HP Exstream helps you attract, acquire, service, and retain customers—which helps grow revenue.

• Reach customers faster with timely offers and promotions for new products and services, based on an up-to-date understanding of the customer's needs and desires.

• Reduce the total cost of designing, testing, producing, and delivering communications across all channels by managing and repurposing design assets and compliant content.

• Design, develop, and approve content once, then reuse it across multiple communications to increase efficiency and reduce production costs.

Mitigate risk Produce relevant marketing messages and promotions, account updates, and statements that include fully compliant, updated information.

• Easily maintain regulatory compliance by automatically including mandatory content, including current terms and conditions, updates, and notices.

• Maintain the compliance, consistency, and proven processes of traditional print channels as you transition from print-centric to digital delivery methods.

• Make personal, relevant connections using the full spectrum of online and offline communications channels.

Communications for every step of the customer life cycle

HP Exstream was named the market leader by IDC.3

3 “Worldwide Dynamic Enterprise Publishing Software

2009—2013 Forecast and Analysis: Customer Correspondence, Transpromo, and Multichannel Publishing Drive Growth,” IDC, January 2010.

Attract • Marketing campaigns • Targeted direct mail • Quotes and proposals

Service • Statements • Bills • Notices • Personalized newsletters

Grow • Targeted offers and promotions • TransPromo messages • Loyalty programs • Agent postcards

Acquire • New products and services • Enrollments • Account openings • Contracts

Brochure | HP Exstream

5

Designed to excel in even the most complex IT environments, HP Exstream offers simple integration and deployment. Built to optimize the development and production of compelling customer communications, and designed with robust architecture to power business performance, HP Exstream stands out from the competition.

Powerful production Meet the demands of multichannel customer communications with the fastest and most reliable production engine on the market. Get more done faster and with less IT infrastructure.

• Meet both your business and customer needs with the ability to process high-volume, real-time, and interactive communications.

• Produce millions of statements in a tight production window and respond to on-demand requests in sub-second cycles.

• Take advantage of a continuously improving production engine—with added power and accessibility—without needing to rewrite or reconfigure your proprietary applications.

Simplified integration Use web services and other standard methods to integrate this software solution without needing to rethink your existing systems.

• Retain your go-to internal and external information sources, and process content without retooling.

• Process data in its native format from multiple sources at once, without normalizing or converting, including fixed-field records from a mainframe and CSV data from a call center.

• Eliminate failure points in redundant consolidation, conversion, and normalization processes.

Customer data AMI, MDM CIS

Delivery channel

Customer- facing employees

scheduled or real-time

customer-preferred delivery channel

• Interactive • On-demand • Structured

Social media Email/Fax Web SMS/Voice message

Print/mail fulfillment

Content and systems

Corporate content

Legacy systems

A single enterprise communications solution

Brochure | HP Exstream

6

Produce fully personalized documents in high volumes Regardless of document type, variable content, or delivery channel, HP Exstream lets you easily produce vast numbers—millions per CPU hour—of complex, structured documents that will connect with each of your customers individually.

• Maximize efficiency by controlling postage weights, preparing data for postal sort, driving inserters, and householding documents to improve customer satisfaction and save printing and postage costs.

• Easily test document applications to significantly improve productivity and optimize performance. While viewing test documents, you can simply click a design object to enter the design environment and make changes.

• There are several options for AFP and other high-volume print formats that enable you to view, compare, transform, and enhance your documents.

Rely on familiar design and editing Simplify the creation and delivery of meaningful communications. Give business users greater ownership of their work with intuitive, role-specific interfaces and tools that bridge the gap with IT.

• Make it easy for business users to develop and deliver communications to the customers they know best through graphical user interfaces that are tailored to specific roles.

• Maintain content in preferred formats, such as PDF and DOCX.

• Support compliance efforts with testing tools that shorten the testing phase, helping you save money and ensure error-free communications go out on time to their intended destinations.

• Give business users browser-based access to help them respond at market speed with control over communications content.

Support regional needs and global growth Meet domestic requirements for providing communications in a customer’s preferred language, and easily adapt document applications as the enterprise moves into new global territories.

• Get complex multi-language support in a single Unicode product, with broad support for documents that use double-byte character sets (DBCS).

• Users can easily switch between language layers in Interactive documents, and language translation tasks are aided by special user-interface views.

Deliver better, faster responses to customers Award winning5 HP Exstream Interactive lets you create “Live” documents that help your customer-facing employees quickly and easily follow up customer interactions with highly personalized communications.

• Balance business compliance and standards with the freedom to create truly personalized, one-to-one communications in a controlled editing environment.

• Guide users through the creation of individual communications that leverage HP Exstream’s unrivalled capabilities to dynamically access your data and content from multiple sources and deliver to virtually any print or electronic channel.

• Support a wide variety of interactive communications, including correspondence, long documents, brochures, proposals, and welcome kits. Rather than using a series of web screens, the document itself is interactive, and so it remains the point of record for the entire transaction, including tracked changes and data and content incorporation.

“HP Exstream leads with great overall balance. HP leads the pack with top numbers across needed capabilities as well as continued strength for high-volume applications and a growing customer installed base.”4

4 Le Clair, Craig. “The Forrester Wave™: Document Output For Customer Communications Management, Q3 2011.” Forrester Research, Inc. September 14, 2011.

5 HP Exstream Interactive received the 2011 “Innovator of the Year Award” from Xplor International.

Brochure | HP Exstream

7

Easily manage an ecosystem of design databases Ensure your customers have consistent messages and branding from every area of your business in the communications they receive. For the most complex businesses, HP Exstream Application Manager (EAM) offers a means to:

• Get a complete view of all of your content and easily add, update, synchronize and protect the integrity of shared objects.

• Effectively manage an ecosystem of diverse HP Exstream design databases.

Speed deployment and ease integration Most businesses can’t afford breakdowns in their document creation and delivery processes, and for some it might mean putting millions of dollars at risk—such as when statements are not sent out on time due to production errors. Administrators can use HP Exstream Command Center to quickly and easily:

• Enable automated job scheduling configured specifically around your HP Exstream application requirements.

• Plan, schedule, and optimize document production in nearly any production environment system, from the most basic to the very complex—even when printing is outsourced.

Brochure | HP Exstream

Sign up for updates hp.com/go/getupdated

Share with colleagues

Rate this document

© Copyright 2011, 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein.

4AA3-6910ENW, September 2013, Rev. 2

Why HP? HP has developed and implemented customer communications solutions in hundreds of Fortune 500 enterprises around the world.

In addition, HP offers a wide range of training, consulting, and technical support services to maximize your investment in our products.

Contact us Contact an HP Exstream representative to find out how we have changed the way our customers do business. For more information about the HP Exstream customer communication management solution, please contact us at exstream.info@hp.com or 866-318-5925.

Learn more at hpexstream.com

HP Exstream is an intuitive, end-to-end customer communication solution proven to make every customer interaction more profitable