expectation from ccm in 2014
DESCRIPTION
Expectation from CCM in 2014, Based on Forrester research on CCM domain.TRANSCRIPT
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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