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Financial Services

Effective Information Management and Communication

Ricoh is a global leader in information management. Our services and solutions are tailored to the needs of the financial sector. They streamline administrative processes and enhance customer communication, reducing costs, increasing revenue and building loyalty.

2 - RICOH Financial Services

Integrated end-to-end solutions

The financial services sector is constantly evolving. The market today is characterised by intense competition

and framed by heightened regulatory scrutiny. There is growing appreciation of the value of customer

service, particularly as customers can now more easily switch from one financial services provider to another.

Whether your primary business is banking, investments, pensions or insurance, all financial institutions

face a similar challenge: that of enhancing their customer services to build loyalty and win new business

whilst, at the same time, identifying efficiencies that will streamline administration and reduce cost.

Financial institutions are turning to their technology partners for assistance. They are looking for tailored

services and solutions that will streamline their administrative processes and enhance communication,

improving back-office efficiency and driving customer engagement.

This is where Ricoh can help. As a global company specialising in document management, office imaging,

IT services and production printing, Ricoh is able to provide integrated end-to-end financial solutions that

add customer value and deliver significant cost and efficiency gains.

78% in financial services say that technology makes their business more

productive and plays an essential role in supporting new ideas*

* Economist Intelligence Unit, ‘Humans and Machines: The Role of People in Technology Driven

Organisations’, sponsored by Ricoh

Ricoh’s financial sector services and solutions

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1. Financial Services: Sector Overview

2. Ricoh Engagement Process

3. Ricoh Solutions

4. Re-Imagining the Future Customer Experience

5. Customer Case Study


Optimising information flows

Consulting with you on your requirements, we can deploy appropriate services and solutions, developed

specifically for the financial sector, that will enhance your customer communication, streamline your

information processes, enhance document security and reduce the administrative workload.

More information can be found on the following pages:


The Challenge of Speed

The financial services industry is undergoing a period of rapid change. Many financial institutions are in a

state of strategic transformation as they re-engineer their business models to adapt to new challenges.

• Transform business model

• Implement mobile, cloud-based digital banking

• Big Data: Integrate and manage customer data

• Develop efficient end-to-end workflows

Technology

• Restore public confidence

• Develop mobile banking strategies

• Engage using social media

• Interactively customise products and services

Customer

• Recover from financial crisis

• Strengthened capital reserves

• Develop new revenue streams

• Make profit in a low interest rate environment

Economic

• Adapt to financial legislation

• Comply with new regulatory standards

• Embed risk management culture

• Transparent compliance

Regulatory

Key Drivers for Change

Maturists (Pre 1945)

Baby Boomers (1946-1960)

Generation X(1961-1980)

Generation Y(1981-1995)

Generation Z (1995 onwards)

Percentage in UK

workforce 3% 33% 35% 29%Part-time and

apprenticeship

Attitude to

technologyLargely disengaged Early IT adopters Digital immigrants Digital Natives

Dependent on IT

(limited interest in

alternatives)

Preferred media Formal letter Telephone Email and text Text and social media

Integrated media

(smart watch, glasses

etc.)

Preferred

communicationFace-to-face

Face-to-face,

telephone or email

Text message or

email

Online and mobile

(text messaging)Facetime

Preference when

making financial

decisions

Face-to-face meeting

Face-to-face meeting

but increasingly will

go online

Online but would

prefer face-to-face if

time permits

Face-to-face

Solutions will be

digitally crowd-

sourced

Preferred Communication Channels

Whilst adapting to these challenges, financial institutions also need to consider how best to communicate

with digitally engaged customers. This table*1 shows the communication channels preferred by different

demographic groups.

*1 Baby boomers ‘hold the advantage’ as Generation X suffers a mid-life crisis, published by The Times (Economics), 2013.


Financial services executives recognise the need for dynamic change, however just one in ten*2 feel they

can rapidly take advantage of new opportunities. Alongside the need to juggle conflicting demands from

consumers, regulators and shareholders, it is the speed at which they adapt to technology-led change and

re-engineer critical processes that is heightening the burden.

Although under pressure, business leaders understand the importance and need for change over the next

three years, and more than half (54 per cent) have ideas to tackle such future transformations. Adopting

new technologies (first), attracting and retaining customers (second), and improving core business processes

(third), are cited as the top most crucial areas for change within their business.

However, the challenge is in execution. Within financial services, an average of 43 per cent of respondents,

admit that they lack the ability to execute their ideas well. Financial services leaders say the biggest barriers

to change are process related. They rank bureaucratic decision making processes (47%), effectively linking

technology platforms (40%) and insufficient access to information (35%) as the most obtrusive.

Barriers to Change:

• Bureaucratic decision making processes (47%)

• Linking technology platforms (40%)

• Insufficient access to information (35%)

Ricoh can help financial services institutions overcome these barriers to change by delivering tailored

customer-centric services and support that improves their responsiveness to client needs, allows then to be

more effective and reduces their exposure to risk.

Embracing Change:

• Embrace technological solutions which enabled bespoke customer

communication

• Enhance relationships with customers by delivering the right

information in their preferred format at the right time

• Outsource document management to minimise time and costs spent on

back-office administration

• Continually review optimised processes to ensure they remain

compliant with industry regulations

*2 The Challenge of Speed, conducted by the Economist Intelligence Unit, and sponsored by Ricoh Europe.


Structured engagement process

Financial institutions have complex information flows. Inbound documents, which can include paper-based

mortgage applications and insurance claims as well as web generated enquiries and account applications,

must be recorded and processed securely within an auditable workflow.

At the same time, outbound customer communication, which can incorporate information collated

from different internal databases, has to be optimised and communicated effectively across a variety of

platforms, including email, SMS and post.

If the information workflows are not managed effectively, time can be wasted, tying up valuable internal

resource and delaying customer engagement. Use of ineffective systems and technology can also add cost

to the operation.

Because your information workflow is unique, Ricoh will take

time to understand it and identify where improvements can

be made before implementing an end-to-end solution which

supports your needs more effectively.

We follow a five-step process that takes us from initial

understanding to full optimisation. It is a structured,

consultative and customer-centric approach. It results in

smarter, more efficient workflows.

Working with Ricoh and its suite of customer-focused

solutions, financial services organisations can combine a

streamlined business process infrastructure with a renewed

focus on their customers, ensuring they are always one step

ahead of the competition.

Our Delivery Model


Business Process ServicesManaged outsourced solutions which

streamline core document processes

and increase output.

Workplace ServicesStreamline office processes and make

more efficient use of your workspace.

Sustainability Management ServicesReduce the environmental impact and

cost of your business processes.

Production Printing ServicesImprove efficiency and reduce cost

by optimising your production print

operations.

IT Infrastructure ServicesOptimise your IT to enhance

productivity, increase efficiency and

deliver lasting strategic advantage.

Application ServicesEnhance your information workflows

with our expert application delivery,

consultancy and support services.

Communication ServicesCollaborate and share with anyone,

anywhere, anytime with the best ways

to communicate and engage.

Ricoh’s global services

Ricoh is a global leader in document management. Our multi-industry expertise and our class leading

products and services help us to transform our customers’ business critical document processes. We have a

worldwide service network which covers 95% of Fortune Global 500 company employees.

Our core business services - as relevant to customers in the financial sector as they are to other customer

groups - are listed below. They are supplemented by a suite of services and solutions developed by Ricoh

specifically for the financial services sector.

Managed Document ServicesHelping you enhance business efficiency and

productivity. Optimised for the financial sector:

- End-to-end project management

- Best practice training

- Data security and cleansing

- Security compliance

- Managed testing services

- Comprehensive hardware and network audits


Branch Paperless

Ricoh’s Branch Paperless solution is designed with the modern financial institution in mind. It allows

the branch offices of banks, building societies and brokerages to optimise document processes, such as

mortgage or loan applications, improving efficiency and providing an auditable document trail.

Speed up submission and approval

Many existing branch office document processes are manual. A lack

of consistent data management means that documents forwarded

manually to a central office or processing facility can easily be

misfiled, compromising compliance.

Ricoh’s Branch Paperless solution replaces the manual document

processes with a compliant and easy-to-use digital workflow.

The end-to-end solution includes the management, indexing and

archiving of documents which allows staff to scan files into an

electronic approval flow.

Documents can be accessed instantly and viewed simultaneously

by different users, regardless of location. The elegant electronic

solution speeds the decision-making process and, by streamlining

the administrative workflow, enables staff to spend more time with

customers.

Ricoh’s solution can be deployed to optimise an existing digital

workflow, automating the scanning and archival process to save time

and improve compliancy, or can be implemented across an entirely

new workflow, replacing manual paper-based processes.

Key Benefits:

• Index, archive and escalate documents

• End-to-end workflow

• Electronic approval flow

• Compliant process

• Auditable document trail

• Reduces administrative workload

• Speeds approval process

• Improves customer experience


Key Benefits:

• Personalised communication

• Multi-channel support (email, SMS and post)

• Dynamic reporting

• Increased customer loyalty

• Improved acquisition and retention

• Agile business model

• Streamlined process

• Auditable communication history

• Reduced costs

• Modular or managed CCM services

Customer Communication Management

Customers expect relevant, detailed and timely communication from their financial services providers. To

engage the customer, build brand loyalty and cross-sell additional services, your customer communication

needs to be colourful, personalised and targeted.

Enhance customer communication

Ricoh’s Customer Communication Management (CCM) is an

integrated suite of solutions and supporting services which enables

financial services providers to manage their customer communication

processes more effectively.

It allows financial services providers to take control of their regular

and ad hoc communication - everything from email marketing, to

personalised welcome packs and regular statements - ensuring that

each document is effective, traceable and compliant.

Automation sits at the heart of CCM. Financial services providers

can safely validate, personalise and deliver multi-channel customer

correspondence within a framework of customer preference,

regulatory compliance and a fully auditable trail.

Consulting with you, we can deploy CCM service modules to

optimise your inhouse communication process or provide a managed

outsourced solution that allows your business to migrate quickly to

more cost effective multi-channel communication methods.

CCM can be delivered as an outsourced solution (CCM Outsourcing

Services) or as a modular in-house solution (CCM Solution Suite).

Marketing Asset Management

In today’s competitive market place, global marketing campaigns have to be delivered faster, made more

relevant to customers and aligned to revenue goals. Local adaptation and personalisation has to be closely

managed, cost-effective and on brand.

Marketing Asset Management (MAM) - the systematic development, distribution and tracking of

marketing assets - can help maximise returns. Through its subsidiary PTI Marketing Technologies, Ricoh

provides access to leading web-based Marketing Asset Management tools.


Precision Marketing

Ricoh’s Precision Marketing service delivers real business advantage. Your customers will receive precisely

targeted, personalised communications that meet their needs and preferences. The approach results in

higher levels of customer engagement and conversion rates.

Ricoh’s data analysts identify the data required to build an analytical model. They will consolidate data

from multiple silos, consolidate it into a single file and analyse it to define target profiles using intelligent

state-of-the-art software.

Taking the guesswork out of marketing, Ricoh’s Precision Marketing service will enable your business to

switch from pure product marketing to proactive CLTV (Customer Lifetime Value) management, targeting

the right customers with the right services.

Precision Marketing adds value by improving customer retention and conversion rates. It allows financial

institutions to make sound marketing decisions, based upon known cost parameters and accurately

projected acquisition and retention rates.

Right Format

Right Time

Right Information

Print

Digital

Mobile

Financial Institution

Content Management and Data Analysis

TargetedMulti-channel

Communications

Printed communication Digital communication

Promotional marketing

Welcome packs

Regular statements

Encrypted Customer

Data

CCM drives digital migration


Re-Imagining the future customer experience

The ways that customers interact with financial institutions is changing at pace. Many traditional branch

services have moved online, with customers increasingly using web and mobile services to pay bills, view

statements and manage their finances.

Optimise the value chain

Banks and other financial institutions have reacted by closing down loss making branches. But, according

to research conducted by Capgemini Group, 90% of consumers still prefer to receive face-to-face advice

when buying complex financial products.

The role of the retail branch is changing. Many transactional banking processes will in future be hidden

from sight and the customer environment will be re-purposed. The branch of the future is more likely to

resemble a business lounge than a banking hall.

The high-tech interactive environment will build the customer relationship and support the face-to-face

sale of complex financial products. Digitally connected sales professionals will be able to access, share and

present information seamlessly with their customers.

Ricoh can help to drive the change, providing financial institutions with the customer-facing interactive

digital technology required for face-to-face selling as well as the services and solutions required to

automate back-office processes and remove them from public sight.

Our Clickable Paper cross-media advertising tool and Smart Presenter mobile sharing application will bring

your promotions to life and help you to engage more effectively with your customers. These, and some of

our other intelligent communication solutions, are described overleaf.


Interactive cross-media advertising

Bring adverts, product literature and editorial to life with online content. With Ricoh’s Clickable Paper

interactive mobile app, you can extend the power and reach of your marketing. To find out more about

your products and services, customers need only click on the app.

Clickable Paper

The iOS and Android mobile apps are free to download and use. App users just snap an image of the

printed material they are viewing. The app sends the snapped image to the cloud server and after the links

are returned, it displays them in an easy-to-view format.

Today’s consumers demand instant

gratification. Marketers like to try, test and

measure. Clickable Paper gives everyone

what they want. Your customers can read

reviews, download a coupon and click to

buy. And every click-through is tracked, so

detailed analytics are available.

No unsightly barcodes or marks are

required and there is no need to enter a

web address. Clickable Paper recognises

hotspots within printed content and

provides instant one-touch access to

multiple links, such as videos, reviews,

product specifications and downloadable

extras.

Authoring Mobile App

• Identify hotspot and assign rich media

• No editing, formatting or additional content required

• Use any printed brochure or advert

• Easy one-click image capture

• Submits a query to the Clickable Paper cloud database

• Displays rich media results for user action

• Cloud based database stores indexed documents and rich media

• Ricoh image recognition technology identifies hotspot and returns results

• Tags updatable anytime

Clickable Paper Cloud Database


Digitally share meeting information

Ricoh’s Smart Presenter allows you to share information more easily with your customers and colleagues.

Eliminating the need for paperwork in meetings, presentations and seminars, it enables documents and

presentations to be displayed on iPad and iPhone.

Smart Presenter

Imagine being able to share detailed information with your customers

and colleagues on their mobile devices in real time. The Smart

Presenter app synchronises participants’ devices with that of the

organiser, ensuring that everyone is on the same page.

There is no need to print out documents, set up a projector or ask

customers to view a PC screen, with Ricoh’s Smart Presenter, anyone

can present and everyone can see. The presenter maintains control

and data can be wiped from all devices when the meeting is over.

Enhancing the presentation experience, Ricoh’s Smart Presenter app can also be linked with Ricoh’s

wireless projectors. Ricoh’s Conference Centre server software extends the capabilities of Ricoh’s Smart

Presenter app by supporting larger meetings and providing enhanced security options.

Bring people together

It is not necessary for participants to be in the same room, the same

country or even the same time zone to hold constructive meetings.

Ricoh’s Unified Communication Systems enable real-time interactive

audio and visual communication between multiple remote locations.

Providing remote access, Ricoh’s Unified Communication Systems

enable branches to call upon external expertise.

Unified Communication Systems

Ricoh’s innovative video conferencing solution integrates video, audio, text and interactive media. The

portable technology is as easy to use as a mobile phone. Its wireless technology connects seamlessly,

enabling face-to-face communication from virtually any location.

The technology promotes smarter working. It bridges the gap between mobile workers, branch employees

and the head office and, in a retail branch environment, facilitates consultative face-to-face meetings

between customers and remotely located product specialists.


Present, collaborate, annotate and save

Ricoh’s interactive whiteboards will help to make your meetings more informative and productive. Using

the interactive technology, it is easy to present and collaborate using a range of digital media, including

spreadsheets, presentations and video.

Interactive Whiteboard

The high-tech panels, which have a high-resolution display and

support smooth handwriting, can be deployed in customer-facing

environments and used as a display for Ricoh’s video conferencing

technology, enabling meeting participants to share content using a

‘picture-in-picture’ function.

The smart technology is easy to use. There is no need to install

any software; users simply connect using a computer, tablet or

smartphone. The touchscreen supports drawing, annotation and

editing. Screen content can be printed on the fly, saved to a USB

memory stick or shared via email.

Project a more professional image

Ricoh’s high-intensity data projectors lend a professional edge to presentations. Ideal for large meetings,

Ricoh’s conference room projectors will project in high definition onto screens up to 300 inches in size,

whilst the integral 16 W speaker fills the room with quality sound.

Digital Signage

Adding extra impact to customer presentations,

Ricoh’s innovative Digital Signage (DS) feature enables

a single cohesive widescreen image to be projected

using two or three projectors. Simple one-click

calibration and wireless connectivity make the Ricoh

solution easy to use.

Smaller meetings are easily catered for too.

Generating minimal heat and noise, Ricoh’s

office projectors are perfect for small meeting rooms

and being lightweight are easily portable. Easy to set

up, they can be used to present a professional image

at a customer’s premises.


Customer Case Study

With assets exceeding €1 trillion and nearly 100 million customers

worldwide, Ricoh’s customer is one of the world’s most successful

retail banks. Customer centricity and operational excellence are key

strategic focus points for the bank.

The bank mails more than 500 million documents to customers

every year. Rationalising the bank’s in-plant production

facilities presented the opportunity to add impact to customer

communication and reduce production and mailing costs.

Many jobs were printed directly from mainframe systems. Work

could not be moved from printer to printer and, with post-process

optimisation also managed by mainframe applications, the bank

was unable to pre-sort mail and take advantage of postal discounts.

Ricoh transformed their production processes. Ricoh’s unified print

management tool handles pre and post-production processes,

streamlining the workflow. Multi-channel content is optimised and

output digitally or printed to an appropriate production device.

The print management tool allows the bank to impose templates,

merge data from different applications and split print production

across multiple devices. The system also allows work to be switched

seamlessly from one production site to another, increasing flexibility.

Ricoh’s solution has enhanced the integrity of the bank’s

communication, building customer trust. A closed loop system with

page and document level reporting ensures that customers are sent

accurate information that relates solely to their account.

The bank now has access to a flexible and productive Automated

Document Factory. Ricoh’s solution allowed the bank to enhance

the effectiveness of its print communication, increasing customer

centricity, whilst improving process efficiency and reducing costs.

Objectives

• Rationalise in-plant services

• Increase flexibility and capacity

• Produce multi-format output

• Minimise production costs

• Reduce postage costs

Results

• Fully integrated solution

• Pre and post-process control

• Powerful and intuitive interface

• Channel / platform independent

• Improved integrity

Benefits

• Enhanced customer communications

• Automated document factory

• Increased flexibility and capacity

• Multi printer / multi site back up

• Significant cost savings

Ricoh’s solution streamlined production and increased flexibility. It improved the effectiveness and integrity of our print communication whilst reducing costs.”

www.ricoh-europe.com The facts and figures shown in this brochure relate to specific business cases. Individual circumstances may produce different results. All company, brand, product and service names are the property of and are registered trademarks of their respective owners. Copyright © 2015 Ricoh Europe PLC. All rights reserved. This brochure, its contents and/or layout may not be modified and/or adapted, copied in part or in whole and/ or incorporated into other works without the prior written permission of Ricoh Europe PLC.

About Ricoh

As a global company specialising in office imaging equipment, production print solutions, document

management systems and IT services, Ricoh offers financial institutions true end-to-end solutions that add

customer value and deliver significant cost and efficiency gains.

Understanding your business objectives, Ricoh will streamline your information processes, introducing

secure and compliant services and solutions that will reduce the administrative workload and release

resource to value-added customer-centric activities.
