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Your business solutions partner HP Exstream Professional Services

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The right choice for a successful HP Exstream implementation

Your business faces a growing list of challenges. In order to remain competitive, compliant, and grow profitably, you need to improve customer experiences and provide meaningful ways for customers to interact with your business.

Consistency and personalization are vital to targeted communications. Reaching customers with personalized, targeted communications delivered through diverse channels can be complicated and costly. Your business needs a solution that consistently aligns print and digital channels, and engages customers on their terms.

Make strong, personal connections HP Exstream allows business users to create communications that connect your business to your customers. 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 customer connections. You can produce relevant marketing messages and promotions, account updates, and statements that include fully compliant, updated information. A multichannel customer communications management (CCM) solution, HP Exstream is designed to improve the customer experience and make customer interactions more profitable. This software solution helps organizations make the most of all of your customer data. Even if your data is maintained in diverse file sources, formats, and systems, you can easily design and deliver consistent, personalized, and compliant anytime, anywhere communications.

Interested in HP Exstream Professional Services? Please contact your client executive or account manager or call 866-318-5925. For more information about HP Exstream, please visit hpexstream.com, or contact us at exstream.info@hp.com.

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Take advantage of established best practices HP offers a full portfolio of solution consulting, solution delivery, and education services to help you achieve the overall value that HP Exstream can deliver. Our Professional Services organization has an unmatched level of industry, product, and solution experience. We are able to leverage this experience and expertise to create scalable solutions to address your unique business challenges and opportunities.

Expect the fastest time to market from a proven methodology and implementation strategy. You can leverage HP Exstream best practices and experience building complex solutions in all markets, including financial, insurance, and telecommunications. Our services have helped our customers accelerate their time to value and produce millions of effective communications each month, with HP Exstream.

HP Exstream Professional Services has unique access to the expertise and resources of the entire HP Exstream team, as well as the full breadth and depth of HP. Our global services organization has worldwide reach and local knowledge of languages, customs, and business regulations. We work closely with HP’s Enterprise Services’ Application Content Globalization organization to provide document design, development, and maintenance in 170 countries, while supporting 118 languages. Our Center of Excellence in Prague is dedicated to services support, and we also have HP Enterprise Services centers in China and India. We also have a growing, worldwide network of partners to provide unique solutions and deployment coverage.

HP Exstream Professional Services is the right choice for a successful implementation. We have proven our ability to design and implement the most complex business solutions at some of the largest enterprises in the world. More than 20% of Fortune 500 companies have put their trust in HP Exstream Professional Services. We have developed hundreds of successful solutions and document applications, including complex statements and the conversion of large correspondence inventories. Our consultants have more than 400 years of combined document composition, print and mail, multichannel delivery, and output management industry experience. Forrester rated our Professional Services capabilities among the highest in the industry and the highest amongst the competition (5 out of 5) in a recent report.

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Solution integration and development HP Exstream solutions are based on a CCM platform. We integrate our core product capabilities (such as Design and Production, Interactive, and Multichannel) with your business applications and workflow capabilities, your data and content, and your production output and electronic delivery capabilities. HP Exstream Professional Services can assist you in developing a sound strategy, roadmap, architecture, and integration plan. This can help you transform your CCM capabilities to meet your business challenges and drive value for your enterprise.

Industry solutions Insurance, Financial Services, Healthcare, Utilities, and Public Sector

Typical integration points and development work required to implement an HP Exstream solution

Applications

Off ramp

Content

Analytics

HP Exstream Professional Services

HP Exstream customer communications platform

Design & Prod., Interactive

Command Center

Multichannel

Remote Collaboration

Delivery Manager

Live and Empower Editor

HP Exstream Professional Services Application integration • Security integration • Portal development &

integration • Core platform deployment

and configuration

Production output delivery • Connect to print and mail

distributors • Connect to fulfillment

systems • Multichannel • Archive

Document development • Analyze requirements • Optimize design • Develop document templates • Test and deploy

Document conversion • Analyze existing documents and

processes • Identify specific conversion strategies

and methodologies • Convert document applications and

processes from existing system • Test and deploy

Data & content integration • Connection to content and

data sources • Content classification,

federation & search • Document capture integration • Content migration

Workflow engineering • Customer communication

process optimization and reduction

• Business process management workflow implementation

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Approach and methodology HP Exstream Professional Services’ goal is repeatable engagement success: every engagement, every time. We achieve this with our highly qualified and well-trained resources, our proven development methodology and processes, and the rich set of tools we have available for development and quality assurance. The methodology depicted is based on developing a complete solution that might include requirements such as workflow integration, portal development, and security integration.

We adapt this core methodology to fit the exact needs of your engagement. Our implementation methodology is rigorous and helps ensure that we are consistent and thorough in everything we do. HP uses the right tools for time keeping, project management, and reporting, and we follow stringent guidelines to adhere to all applicable security and privacy requirements when working on your documents.

HP Exstream provides a full set of roles and capabilities to meet the needs of any type of services engagement. These roles include project managers, solution architects, consultants and specialists. The range of roles allows HP to create a resource plan to meet the unique needs of your engagement. Each role has the skills and experience needed to be efficient and effective when working on your project.

Process: proven development methodology and processes

People: qualified, trained, and HP Exstream certified

resources

The result: repeatable

engagement success

Tools: solution, application development, and quality

assurance tools

Project Initiation Planning & design Implementation Testing Delivery

5% 40% 60% 80% 100%

• Form team • Define objectives • Establish communications

path

• Create project definition • Analyze and document

requirements • Define solution design and

architecture • Create solution design

document • Generate estimate and project

plan

• Develop solution - Workflow/BPM - Security - Portal - Application integration

• Integrate data/content • Develop document

applications • Create production output

delivery

• Conduct high-volume performance tests

• Conduct functionality tests • Migrate to production

• Obtain sponsor signoff • Update documentation library • Conduct knowledge transfer • Conduct debriefing

Project management

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Portfolio overview HP provides a full portfolio of offerings to meet your needs: Solution Consulting, Solution Delivery, Education, and Center of Excellence Services.

Solution Consulting Services These strategic CCM consulting services help customers define and implement their CCM strategy, roadmap, and internal center of excellence for customer communications.

Solution Consulting Services

Assessments

Workshops

Proactive advice, guidance, and recommendations to analyze and design an appropriate HP Exstream solution

Industry and process-focused assessments of your current environment to capture requirements to recommend the appropriate HP Exstream solution

• Conversion • Implementation • Multichannel • Solution blueprint • Solution process

In-depth analysis of your requirements and environment to produce a strategy and detailed plan to deploy an HP Exstream solution of capability

• Conversion strategy • Solution detailed

design

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Solution Delivery Services Solution Delivery Services leverage our repeatable approach and best practices to deliver HP Exstream solutions that maximize returns, reduce risk, and improve quality.

Solution Delivery Services

Quick starts

Design & Implementation

Leverage repeatable approach and best practices to deliver solutions that maximize returns, reduce risk, and improve quality

Clearly defined engagements with predefined phases to successfully implement HP Exstream capabilities

• ACCEL • Command Center • Conversion • Multichannel • Testing tools

Complete implementation services to develop and deploy your HP Exstream solution

Upgrades

Implementation support

Enablement

Conversions Quickly convert your existing customer communication applications to HP Exstream

Leverage HP Exstream’s experience and skills to enable your teams for success

Assistance for both product and solutions upgrades

Access to HP’s experienced consultants for implementation support

• Document application development

• Solution integration and test

• Staff augmentation • Turnkey

• Design review • Mentoring

• Product • Solution

• Reactive (break/fix)

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Education Services Customers who take advantage of our Education services have faster and more successful implementations, and learn best practices by working with HP Exstream experts. We offer the most robust, hands-on educational experience available, equipping users to fully exploit the rich features and functionality of our HP Exstream products. A full schedule of introductory and advanced classes is provided throughout the year at our Lexington office. If you prefer, we will even train onsite at your location. We can also develop custom curriculum tailored to your company's specific needs and applications. Our trainers are 100% focused on training, so they fully understand and deploy best practices for product training.

With HP Exstream training, you will:

• Receive expert instruction from experienced HP Exstream users with access to hundreds of high-volume, on-demand, and interactive applications across an enterprise, as well as access to the experts that build and support them

• Learn best practices for efficient application development

• Schedule and take the training you need, when you need it

Choose the most cost-effective option based on your need to train one new project member at one of our training facilities or the entire project team at your site

CCM Center of Excellence: strategy and implementation HP Exstream’s CCM Center of Excellence for Strategy and Implementation services help customers define and implement their CCM strategy, roadmap, and internal center of excellence for customer communications leveraging Exstream software.

Reasons to implement a Center of Excellence:

• Reduce knowledge management risk

• Improve the quality of service delivery

• Develop a core competency around a strategic capability for the enterprise

• Foster professional growth and development among employees

• Overcome an overly-vertical or silo organizational structure

• Improve the relationship between IT and the business

• Rationalize delivery timelines for IT solutions

• Because they work

Education Services

Classroom and Onsite Training

Custom Training

Empower customers to confidently leverage HP Exstream features and functionality

101: Introduction to HP Exstream 103a: Correspondence 103b: Policy 103c: Utility Bill 103d: Statement 103e: HP Exstream Systems Admin 154: Introduction to Live Documents

210: Integrating Variable Data 211: High-Volume Delivery

301: Creating Marketing Documents 302: Creating Long Documents 303: Creating Complex Statements

• Provide the information needed to utilize HP Exstream through a standard set of robust, hands-on courses

• Deliver comprehensive understanding of HP Exstream’s rich features and functionality

• Include both introductory level course content and specialized technical curriculums

Based on customer requirements

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Services include:

• CCM Governance

• CCM Pathfinder (business objectives, priorities, and communication sequencing)

• CCM Shared Services Model

• CCM Solution Infrastructure Implementation

• CCM Communications Implementation (this can include CCM Communication Design Services)

Business Strategy

Infrastructure Solution

Governance

Strategic Objectives and Priorities

Communication Priority and Sequencing

Infrastructure Requirements

Infrastructure Architecture

Infrastructure Design

Infrastructure Implementation

Shared Services

Model and Offerings

Implementation Methodology

Maintenance Methodology

Training

Communication Requirements

Communication Design

Communication Implementation

Communication Maintenance

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Offerings glossary Conversion Assessment

Gathers information about legacy document templates to be converted to HP Exstream. The assessment focuses on document inventories, variability, complexity, and priorities for conversion. The outcome from a Conversion Assessment is a budgeting estimate useful in building a business case for implementing HP Exstream.

Implementation Assessment

Focuses on existing HP Exstream implementations in order to identify opportunities for improvement or cost savings. An Implementation Assessment may identify inefficiencies, uncover opportunities for reducing maintenance expenses and improving quality, highlight best practices, and provide recommendations for expanded use of HP Exstream features and functions.

Multichannel Assessment

Helps define customer communications challenges and goals. HP will review the current communications strategy and provide best practice recommendations on a proposed future-state multichannel solution.

Solution Blueprint Assessment

Efficiently captures requirements of a new HP Exstream implementation. The assessment provides a budgeting estimate and offers recommendations for implementing HP Exstream. The Solution Blueprint Assessment includes a requirements-gathering session that typically lasts one to two days. After analysis of the information is collected, HP provides an executive findings summary that includes recommendations and a preliminary estimate for use in building your business case.

Solution Process Assessment

Identifies opportunities to make front-office personnel more efficient and effective by documenting process steps in creating customer communications, understanding improvement priorities and challenges for the current tools and processes, and recommending solutions that improve the customer experience and reduce resource efforts.

Conversion Strategy Workshop

Provides a detailed and thorough analysis of legacy document templates for the purpose of developing a conversion approach and estimate for migrating templates to HP Exstream. The workshop helps identify the best combination of HP Exstream conversion methodologies, conversion tools, and testing tools to achieve the desired results. It can help determine how best to balance short-term conversion costs with long-term document development and maintenance costs. It also provides a cost estimate based on a proposed conversion strategy.

Solution Detailed Design Workshop

Provides a detailed solution architecture, functional requirements, and technical specifications based on a proposed solution.

ACCEL Quick Start Jump starts the application development process and accelerates return on investment. ACCEL is an educational service comprised of formal classroom training and hands-on workshops designed to help new HP Exstream customers develop their first application. Working at your location, our solutions experts create a custom curriculum based on a specific application project. Trainees work on the targeted application during class workshops, using real data and document layout specifications.

Command Center Quick Start

Helps you quickly achieve success with your deployment of Command Center. It also helps you gain the knowledge and experience necessary to successfully configure and manage your workflow using Command Center.

Conversion Quick Start

Helps you develop and execute a conversion strategy based on our assessment of your legacy document template inventory.

Multichannel Quick Start

Starts with the Multichannel Communications Assessment as a prerequisite and enables you to define your customer communications goals. We review your current communications strategy and provide best practice recommendations and technical support on a proposed, high-level future-state solution. We assist in the development of a detailed solution plan, including initial development, and provide best practice recommendations and technical assistance.

Testing Tools Quick Start

Provides you with instruction and best practices on the use of our Test Data Capture, Rule Analyzer, or Visual Output Compare tools.

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Design & Implementation and Conversions

HP Exstream Professional Services has developed thousands of document applications and solutions for our customers. Our application development services are tailored to meet your needs, including solution architecture, application development, integration, testing, project management, and more. We offer a full range of services, including turnkey solutions and mentoring your resources as they lead the development effort.

Design Review Provides you with feedback on the design approaches used in your existing applications. These reviews may identify opportunities to reduce maintenance effort, streamline processes, improve processing time, or reduce compliance risk, and more.

Upgrades We offer four types of engagement model to accommodate your needs and preference:

Methodology: Services on your site for one to two weeks to analyze the current environment and help you develop an optimum upgrade approach and project plan that you can execute. The project plan will include allowances for best practices like conducting a proof of concept (POC) and testing a new build. It is a relatively small investment that mitigates risk and increases the probability of a successful upgrade.

Advice only: Mentoring services to help guide you through the entire upgrade process are available. This is an offsite engagement and requires a resource schedule that is mutually agreed to in advance.

End-to-end upgrade: Services involved in the upgrade, from planning to completion. The level of involvement is up to you. Services can be onsite or offsite, or a combination of both. Tasks include: scoping of work (determining best approach, project plan, agreed deliverables, etc.), testing of the applications, facilitating any production changes, liaising with Customer Support if needed, and completing the upgrade.

Upgrade and improve: Services to upgrade and evaluate opportunities to improve the application by utilizing new features, optimizing, or enhancing the application. An upgrade is a great opportunity to start looking at improvements, with the ultimate goal of delivering output that better aligns with your business needs. Improvement can come in many forms. For example, after a thorough analysis, we might find significant performance gains by slightly modifying the way formulas are written in the application. Or we could find your current method of producing multichannel output to be inefficient and ineffective, so we might recommend modifying the design to make use of new functionality by utilizing container-based design. After discussing your needs and evaluating the current design and production environment, we will present you with a plan to move forward.

Implementation Support Services

HP Exstream provides reactive (break/fix) support for implementations we have developed for customers. Our Implementation Support Services (ISS) team works in concert with HP Exstream Customer Care to provide a seamless incident reporting and resolution process. You use your normal submission method for reporting incidents and if triage indicates the issue may be related to the implementation, it will be routed to on-call services support resources. ISS response times mirror those of Customer Care based on severity level.

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© Copyright 2014 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.

4AA5-5111ENW, September 2014

Contact us If your business is ready to optimize its customer communication management processes, contact HP Professional Services today at exstream.info@hp.com or call 866-318-5925.

Learn more at hpexstream.com