Expectation from

CCM in 2014BASED ON RESEARCH ON CCM DOMAIN.

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Interesting factsSB

Electronic Channel

25%

Print Channel

75%

Inc

rea

sin

g

De

cre

asin

g

Tremendous opportunity

for Electronic Channels,

Interactive and On

Demand solutions.

Interactive

• Attracting Most investments

• Most Solution Provider efforts are targeted

On Demand

• Most Complex and innovative use cases

• Target CCM categories for CCM providers

Distribution Channel Usage

CCM Categories

Top 10

Industry

TrendsT o p 1 0 i t e m s o n w h i c h

c u s t o m e r s a r e i n s i s t i n g a n d

v e n d o r s a r e w o r k i n g o n

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Statements using HTML 5, interactive PDF. Integration with payment systems.Interactive Statements

Statements using HTML 5, PDF, RSS, SMS, Email and print. Omni Channel Output

Aging structured output system. Moving CCM functions out of IT. Legacy Modernization

Better integration with underlying transaction, marketing, customer service systemsIntegration

Adaptation of cloud based CCM and integration with cloud eco systemsCloud Based CCM

Rapid movement to on demand use cases On Demand Use cases

Transparency and adherence with existing lawsCompliance

Governance and CCM as shared serviceCCM shared service

Integration with CRM and Marketing cloudsCRM

Linkage with predictive analytics Analytics

Transformation in

Output DeliveryH o w c u s t o m e r e x p e c t a t i o n i s c h a n g i n g

o n o u t p u t d e l i v e r y f r o n t

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O u t p u t d e l i v e r y m e t h o d s a r e c h a n g i n g t o i m p r o v e c u s t o m e r e n g a g e m e n t

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Compliance and

TransparencyR e g u l a t o r s p u s h i n g f o r n e w l a w s t o

i m p r o v e t r a n s p a r e n c y .

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FINANCIAL CRISIS DODD-FRANK ACT

Prompted Regulators to push for Transparency enhance Reporting

by using

Integration with BPM and BI

XML bases format - XBRL

CCM in practice for

different industriesU s e C a s e s w h e r e D O C C M i s a p p l i e d i n

d i f f e r e n t v e r t i c a l s

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Health Group , Individual, Managed

• Pre enrolment welcome kit

• EOB (Explanation of Benefit)

• Evidence of Coverage

• Plan Communication

LIFE Whole, Variable, Annuities

• Policy illustration and Quotes

• Correspondence

• Annuity Statement

• Commission Statement

Property and Casualty

• Declaration Pages / Endorsements

• Customer Service Letter

• Agent Correspondence

• Quotes

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High volume periodic communicationsTransactional• Customer On boarding

• Account Opening – retail, HNW, SME, Corporate

• Retail and Business lending

• Payment and Clearing

Low Volume and on goingCorporate

• HR on boarding

• Invoice processing

• Contract Management

Routine or Event basedOutreach

• Account Statements

• Advisory Document

• Corporate Communication

• Marketing

Incident based and on goingAdvisory

• Trade Services

• Regulatory Reporting

• Risk Management

• Underwriting

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Structured

• Regulatory Commercial Printing

• Statements and bills

Publishing

• Enrolment and Benefit book publishing

• Correspondence management

Outreach

• Campaign Management

• Community and Social

Field Services

• On Demand brochure

• Pitch book

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Thank you for reading this…

For more queries please contact: Sarthak.Banerjee@gmail.com

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