ERM-6427C: Optimize Customer Service and Reduce Costs with IBM Content Manager OnDemandDavid JennessNeil Parrott

© 2014 IBM Corporation

Customer Satisfaction The Stakes Are Higher Than Ever

• Content Explosion Producing and sending more content than ever Requires storage and handling efficiencies

• Pressure to reduce service times & increase customer satisfaction Exceptional customer service Self service options

• Responsibility and Trust Protect Sensitive Personal Information (SPI) as required by state,

federal and country laws Most statements and bills have SPI

• Reduce costs Lower operational and infrastructure costs while addressing all of the

above issues

Key Issues every Organization Must Address:

Agenda

• Customers are driving E-delivery

• E-Delivery Adoption Remains A Struggle

• OnDemand for E-delivery AND Compliance

• Key Capabilities of OnDemand

• Use Cases

• Customer Analytics for the Contact Center

• Social Monitoring

• Records Management of bills and statements

• OnDemand Advantages

Some Market Trends

• Consumers prefer self service for a wide variety of tasks:

Best plan based on their usage pattern (56%)

Starting or stopping subscription services (63%)

Paying bills and recharging accounts (77%)

Retrieving contact history (78%)

»  Source: IBM_Institute for Business Value - 05/01/2014

• 51% of USA consumers switched service providers in the past year due to poor customer service experiences

Up 5% from 2012

»  Source: Accenture 10/01/2013

“In the age of the customer, executives don't decide how customer-centric their companies are — customers do”

Kate Leggett, Forrester

Disruption Caused by the Digital Customer

Omnichannel the expanding number of touch points and channels is difficult to manage well

New Transparency Social networks help the customer know more about your strengths and weaknesses than ever before

Digital Ecosystems that combine hardware, software and cloud services have changed the game

Business Technology New solutions and processes to win, serve and retain customers

Smartphones Power the Digital Consumer

There are already more smartphones

than people

90% use multiple

screens sequentially to accomplish a

task over time

98% move between devices that same day

Acquiring—and retaining—customers It’s harder than ever

89%

of people would discontinue their business with a company after a negative customer service experience

86%

of consumers would pay more for a better customer experience

73%

of consumers would expand their purchases with a merchant by 10 percent or more if the merchant delivered a superior customer experience

of consumers posted a negative comment on a social networking site, such as Facebook or Twitter

26%

Source: Gartner, "The Eight Building Blocks of CRM: Customer Experience“, Penny Gillespie,14 February 2013

Customer experience drives shareholder value

9 Source: The Watermark Consulting 2013 Customer Experience ROI Study– April 2, 2013

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Missed Opportunities From Poor Customer Experience

Insurance

$606 M

Airline

$866 M

Wireless carrier

$1,711 M

Hotel

$1,273 M

Source: November 19, 2010, “The Business Impact Of Customer Experience, 2010” Forrester report

There is risk in not delivering a satisfying customer experience; one survey suggests millions - even billions - lost

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Statement Presentment – Cost Savings

$2 - $6 USD

The cost to send a single statement, invoice, benefit summary, letter, etc.

$15m

The amount a company with 10M customers spends per mailing cycle

And, customers may prefer not to receive Snail Mail

The Market Opportunity With Mobile

• Changing Customer Set

–50% of the population is under the age of 30

–These consumers do not want mail

• eDelivery Anytime Anywhere

–Allow access to statements via smartphone, tablet and the web

Still Receiving Paper Statements?You Are Not Alone

November 2013 “Time For US Banks To Get Tough And Turn Off Paper For eDelivery Customers”

Why Not Go Paperless?

November 2013 “Time For US Banks To Get Tough And Turn Off Paper For eDelivery Customers”

Morgan Stanley Smith Barney Gives Choices

BOA Special Offer requires Online Banking

Allianz Life Insurance – iPad Promotion

U.S. Banks Charging Fees for Paper Bills

Bank Fee

Sterling Trust $30 per year

World Financial Bank(Victoria’s Secret, Ann Taylor, etc.)

$1 per

Bank of America $8.95 per on certain accounts

TD Bank $1 discount

US Bank $2 per month

Wells Fargo $2 per month

Adoption of Electronic Delivery Tips

Carrots Incentives: discounts, special

promotions

Go Green: Sell the environmental benefits

Just Do It: Start sending electronic statements proactively

Segment: Give customer choices as to which documents to receive electronically, and which to continue receiving hardcopy

Sticks New Accounts: Make electronic

delivery of statements the default

Make Them Pay: Charge for paper statements

Leverage re-negotiation periods to build this cost savings into your contracts for corporate statements

Marketing• Electronic delivery drives

customers to a company’s website• Market to customers in a much

more effective way than printed inserts

E-delivery Adoption Requires Engagement And Context

Smart Statements And Bills Static - Mediocre Layout/Design ,

No Cross-selling/Interactive Elements.

Finances,

Make Decisions,

Buy New Products

Print and Batch Output Archiving FlowDesigned by Customers for Customers

CompositionEngine

BusinessApplications

.res .out

.ind

Printing& Output

Batch Print:• AFP• Metacode• Line • PDF • XML

Auto Ingest:• Segment• Index• Compress• Archive

Content Manager OnDemand Key Capabilities

Electronic ReportCapture, Management

& Distribution

Auto Capture High Volume Print Output

Customer Self-Service

e-Statement Presentment

CustomerService

Presentment

Archive Static ContentE.g., Cognos Output, Transaction records

Report Mining for Customer Intimacy,Value Add Services

In/Out boundTransforms

Retrieval is instant

• Get the most out of disk devices

• Petabytes of data under management

• No penalty during access

• 42.5M peak retrievals/day• Multiplatforms, zSeries,

iSeries, Web interface• ECM System Monitor

• 8.7 Million retrievals/day• 33 petabytes in a single

repository• Scales from department to

enterprise deployments

Compression Performance Scalability

3500Creates cost savings of 50%

30:1Items per second

185billion documents stored

Content Manager OnDemand A Legacy of Big Numbers

Unique architecture

Compression Equals Cost SavingsIndustry-leading, Massive Scale, Incredible Performance

VS.

RESOURCES X 1

doc1, doc2, doc3, doc4, doc5…docx

Traditional ECM Systems store documents individually – with graphics embedded

IBM’s unique and patented ability to dissect, compress and archive PDF files

100 1.3 MB PDF files requires

storage of 130 MB Actual results

100 1.3 MB PDF files requires storage of

1.6 MB Actual results (81:1)

Why use Separate Repositories?

With IBM Content Navigator, repositories are invisible

OnDemand is designed for:Fully Automated High Volume IngestionStoring very large volumes of static ‘like’ content, typically

transactional print output such as reports, statements, and invoices

Long-term archival with low rates of retrievalVery large numbers of internal and external usersVirtually unlimited scalabilityUnmatched levels of compression Fast install and deploy

General Purpose ECM is designed for:Updateable documents, or creation of

new documentsRepository for cases or workflow

documentsTeam collaborationWorkflow solutions, review and approval,

active content

IBM Content Navigator SupportOne UI for Multiple Repositories

• ECM experience platform and toolkit

• Provides an out of box common client for CM8, P8 and OnDemand

• Access OnDemand content from mobile devices

• Extensible & pluggable framework Supports adding new actions,

panels, viewers, etc.

• Built on open standards

JavaScript, HTML, CSS, Java, etc.

Using Content Manager OnDemand, TD Bank streamlined the reporting and distribution of electronic bills, invoices and statements. With near real-time access to stored files from anywhere in the organization. Employees now have information at their fingertips to quickly answer queries and resolve issues.

TD Bank did.

The OpportunityWhichever bank responds first usually wins the business. “It is critical that our team members have information at their fingertips to quickly make sound lending decisions”

Paul D. Smith, SVP at TD Bank.

America’s Most Convenient Bank

American National Insurance Co. (ANICO) added CMOD z/OS to their existing IBM Content Manager environment to provide one place for employees and customers to access policy documents 24 x 7 - including mobile device access

Anico did.

The OpportunityConsolidate old ASG, BMC and Cypress report management environments into a single, integrated high performance platform

William L. Moody, Jr. - Founder

With Datacap Taskmaster Capture and Content Manager OnDemand, Nedschroef Fraulautern GmbH stores more than 2.8 million documents, reduces storage costs, improves efficiency, minimizes manual tasks and controls expenditures

Nedschroef Fraulautern did.

The OpportunityNeeded a solution to manage flood of invoices & related documents, integrate with WW business processes and increase efficiency

German supplier of automotive fasteners

Verizon Wireless implemented Content Manager OnDemand to 50,000 CSR’s with fast access to over 100M monthly customer bills to quickly and efficiently handle client inquiries

Verizon Wireless did.

The OpportunityNeeded to reduce the time needed to research billing issues, improve customer service and satisfaction

Wireless Communications Service Provider

Govern Customer ContentEnable regulatory compliance, satisfy retention requirements

• Provides a long-term archive of critical business documents

• Features that enable companies to meet regulatory and legal requirements

Find it with Full Text Search

Lock it down with Enhanced Retention and Holds

• Take advantage of IBM ILG

Classify OnDemand documents as records within a corporate file plan

Execute global retention schedules managed by Atlas Policy Suite

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Content Manager OnDemand V9.5 highlights

• XML Indexing - included

Easily archive newer document formats – e.g., SEPA payments

On-the-fly reformatting - comply with Accessibility Requirements

• OnDemand Distribution Facility - option

Unified Print and Email Report Distribution - best of prior features

New GUI Monitor displays and filters stats including scheduled and processed reports

Call transforms for on-the-fly conversions

• Document Store APIs - included

Individually stored documents now have full OnDemand capabilities

• Can be used with Enhanced Retention Management and Full Text Search

New Java API capabilities to bulk load documents

CMOD is an optimized archive that can free-up valuable space and resources in originating applications

• Support now in 26 languages with Russian and Turkish - included

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Announced Oct. 21, 2014Availability Oct 24, 2014

John Abrahams

Michele Barnet

Christine Edwards

XML Indexing – SEPA Archive• The Single Euro Payments Area (SEPA)

More than 500 million citizens

Over 20 million businesses and European public authorities

• SEPA uses XML messages based on ISO 20022 standard

• €21.9 billion per year The expected gains from SEPA for all stakeholders

• XML Indexer capabilities Automatically Extract Documents during Indexing

• Resources extracted and archived with data Optimized CMOD Archive

Fast Search and Access

Display options via XLST Style Sheets

• Display optimized for multiple devices (mobile, tablet, desktop)

• Larger font for Accessibility requirements

33IBM Confidential

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XML Indexing - Accessibility

• Dramatic increase in electronic statement and billing data access

• Americans with Disabilities Act (ADA) requires equal access http://online.wsj.com/news/articles/SB100014241278873243732045783744836794

98140#articleTabs%3Darticle

Target, Netflix, Monster.com, Ticketmaster

Initially targeted at websites that are ‘gateways to brick and mortar’ establishments

• Generating statements in XML allows for multiple style sheets to be used

One for visually able

One for visually impaired

IBM Confidential

OnDemand Distribution Facility – Monitor• New monitor displays report distribution statistics including

• current number of requested distributions

• scheduled reports

• processed report bundles by status

• Windows Client

Content Manager OnDemand General Highlights

Content Navigator web, mobile and tablet access - included

Full Text Search - option

• Fast Access to any document

Enhanced Retention – option

• Comply with Holds requirements

PDF Indexer - option

• Patented, extremely fast, huge storage savings

Atlas Policy Suite integration – optional product

• Enable defensible disposal of CMOD documents

• Set retention for CMOD documents

Datawatch Report Mining Server – optional product

• Customer Analytics

• Market Insights and Anomaly Identification

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IBM Content Manager OnDemand Advantages

Secure on-line e-Presentment for Customer Service Customer Self Service

Optimized Repository Unmatched compression provides cost,

retrieval, scalability and performance Fast deployment and ROI

Install and deploy in 1 week Payback in one year

Active roadmap Proven Conversions & Migrations

from older systems Active User Group

Thank You

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