what’s going on with customer management? -...

What’s Going On With Customer Management?

April 19, 2017Marcia Corner, IBS Product Management

Agenda

• Introductions

• What is Customer Management (CM)?

• Feature Overview of First Release

• Timeline

• Total Customer View

• Q&A

2

What is Customer Management?

3

• A significantly enhanced and expanded CIS

• An enterprise-wide customer system

– Provides more aggregate and accurate data

Inclusive of 3rd party data

– Enhances customer relationships and serves as “one source of the truth” for all customer-related data.

• The foundation for a true and complete Total Customer View

• CM will continue to support operational needs . . . but also

– Improve efficiency

Mitigate duplicate entry of data

Simplify operational tasks for non-subject matter experts

Provide straight-through processing to reduce back office operations efforts

Provide timely access of sales-relevant information to efficiently manage the sale

Reduce the manual gathering of data for reporting purposes

– Grow the Business

Improve client experience by providing consistency across channels

Build customer-centric relationships vs. product-centric

– Expand your knowledge of a customer’s portfolio

What is Customer Management?

4

Customer Management Functional Components

Customer Management Foundation Components

Name and Address Standardization

Households and

other Party Groups

Extended Relationships

Party Merge and

De-Duplication

Global Enterprise

Party Identification

Party Preferences

Contact Preferences

Privacy Preferences

Extended Attributes

Interactions,

Services Requests and Notes

Analytics-driven Information:

Segment, Profitability, Risk, etc

Marketing Campaigns:

Recommendations and Offers

Relationship

Management

Name, Address, &

Point of Contact

Management

Customer

and Other Party

Management

Vision for Enabling Relationship Centric Banking

Modernizing and Enhancing Customer Capabilities

Financial Advisory Services

Customer Value

Relationship and Group

Value

Risk and Compliance

Customer Insight

Interaction Management

Differentiated

Servicing

Model

Key

Capabilities

Financial services and

advice for every product,

account, policy or

service held with the FI

regardless of line of

business fulfilling

customer needs.

Total customer return

and an

understanding of the

size and value of the

customer’s

relationship to the FI.

Relationships and

group value of the

customer’s

relationships with other

customers, and the total

value of this group.

Securing and protecting customer

information, enforcing compliance

requirements and effectively

managing customer risk.

Relationship

management across

brand, channel, product

and service that aligns

customer needs to the

right person for every

interaction.

All meaningful

conversations and

interactions,

including

complaints,

servicing requests,

actions and

satisfactions

undertaken on

behalf of the

customer.

Customer information and

enrichment that form a profile of life

needs, preferences, demographics,

psychographics and behaviours.

5

Comprehensive, deep, integrated

6

IBS Ecosystem

Customer data, and its governance, is foundational to support life-cycle of

relationship

ATM

BranchMobile

IVR

OnlineContact Center

Back Office

Self Directed

6

7

Feature Overview of First Release

Customer Management Companions

8

*Exact availability is TBD

Customer Management

Deposit Origination

Service Request

Management

Contact Center

Sales Management

Mobile Banker

Business Intelligence

Relationship Value

Management

MarketingSuite

Prime (EDD

Reporter)

Enhanced Risk

ManagementX X X X X

Arrangement Containers * * * * * * *

Extended Attributes

X X X X X * X * *

BIC Certified Reports

X X

Business Value of Enhancements

9

A. Enhanced Risk Management

Understand Know Your Customer (KYC) anticipated activity at the account level

Obtain preliminary risk ratings at account opening via real-time integration with Prime’s Enhanced Due Diligence (EDD) Reporter

product

B. Arrangement Containers

• Support for new types of accounts and services

• Convey awareness of non-IBS accounts, business line services to channels/users

• Enable usage of fields with SAS/Business and Marketing Analytics applications

• Reduce/eliminate manual intervention to create awareness

C. Extended Attributes

• Establish additional fields at the customer, account, note and commitment level


D. BIC Certified Reports

• Certified Reporting Domain with IBS Business Intelligence

• To adhere to audit requirements, certified reports are ‘fixed’, and cannot be manipulated by the user

Risk Management Today

10

New and

Existing

Customers

Capture CIP

information

Run Credit

Bureau,

IDV/IDA &

OFAC

Check

Capture

Customer

Due

Diligence

Info (KYC)

Select

Products

Capture

Account

Information

Relate

Customers

to Accounts

Capture

eSignature,

Print &

Archive

Images

Based on Bureau

and OFAC

Upload

Customer(s)

& Account(s)

Make

Decision

Bank defined waiting

period for ongoing risk

rating

Systems of Record

Prime Ongoing Risk

Rating

Partial SOR

update

Onboarding and Ongoing KYC via IBS and Prime Integrated Solutions

Enhanced Risk Management Business Process

New and

Existing

Customers

Capture CIP

information

Run Credit

Bureau,

IDV/IDA &

OFAC

Check

Capture

Customer

Due

Diligence

Info (KYC)

Select

Products

Capture

Account

Information

Relate

Customers

to Accounts

Capture

Account Due

Diligence

(KYC)

Capture

eSignature,

Print &

Archive

Images

Based on Bureau

and OFAC

Based on Preliminary

Risk Rating

Upload

Customer(s)

& Account(s)

Anticipated Activities on

the AccountPRIME Real-Time

Preliminary Risk

Assessment

Make

Decision

Make

Decision

Risk Rating is stored as

Original Risk Rating

Bank defined waiting

period for ongoing risk

rating

Systems of Record.

(Original Risk Rating is

stored in Customer

Management)

Prime Ongoing Risk

Rating

Updates SOR

11

Customer Due Diligence: For Individuals

12

Capture

Customer

Due

Diligence

Info (KYC)

Customer Due Diligence: For Organizations

13

Capture

Customer

Due

Diligence

Info (KYC)

Account Due Diligence

14

Capture

Account Due

Diligence

(KYC)

Prime Real-Time Preliminary Risk Rating

15

Prime Real-Time

Preliminary Risk

Assessment

Upload Customer & Accounts

16

Upload

Customer(s)

& Account(s)


17




product












Arrangement Containers

18

Today . . . . . Tomorrow . . . . . Future . . . . .

Accounts Accounts Accounts

Credit card and mortgage loan accounts Credit card and mortgage loan accountsAdditional 3rd party containers (leasing, wealth, etc.)

50+ account-specific fields 50+ account-specific fields Real-time integration for updates (optional)

All other 3rd party accounts 3rd party accounts: Insurance and Investment

Four, generic balance fields 1, 2, 3, 4 Approximately 10 account-specific fields

Matching is based upon TINMatching will include TIN, but options for date of birth, mobile phone

Services Services Services

Research various FIS applications (BEB, CEB, etc.)

Use BIC process to identify and define services Real-time integration with various FIS applications

Define CIS customer codes, miscellaneous demographics or applications

Define CIS customer codes, miscellaneous demographics or applications

Approximately 10 service-specific fields

Manually/periodically maintain these fields on CIS for each customer

Automated process (nightly) to update Customer Management


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• Examples: Third-party account fields

Insurance Investment

Policy Number Plan Name

Issuer Name Description

Policy Type Current Value

Description Number of Shares

Policy Amount Plan Type

Premium Amount Gain/Loss

Term Total Value


20

• Examples: Services

Online Statement BAI Reporting

Remote Deposit Capture Business Bill Pay

ACH Origination ACH Positive Pay

Positive Pay Reverse Positive Pay

ZBA Sweep Consumer Bill Pay

CD ROM Image Stmt Mobile Banking

Controlled Disbursement Payroll Card

Wholesale Lockbox Business Mobile Banking

Wire Origination Payroll Services

Courier/Armored Car Service Sweep Services


21




product












Extended Attributes

22

• Bank configured customer, account, note and commitment-level data attributes by category

(examples)

Category Code Category Code Description

COMP Compliance

DEMO Demographics

RISK Risk

BAL Balance information

LOAN Loan information

Mrktng Marketing

OTHER Other data

Extended Attributes

23

• Examples

– Track customer involvement in bank-sponsored events

– Identify account-level fields required for state compliance

– Store conversion-related information

– Track fields such as officer or NAICS, that are not available at the commitment level

– Monitor marketing campaigns – who was sent a mailing, who responded, was an account opened as a result

• Today . . .

– CIS, Deposits and Loans vary in the labeling, number and size of user defined fields available

• Tomorrow . . . .

– Using an administrative tool, define field characteristics:

Number, lengths and values

Formats:

– Date

– Dollar or balance

– Free form


24




product












BIC Certified Reporting

25

• Certified Reports

– Will capture all CM changes for audit purposes

– Scheduled to automatically run

• Certified reports can be copied, customized and scheduled to meet bank-specific needs

• Reports will be updated as more CM functionality is introduced

BIC Certified Reporting

26

Reports will be

produced using

Crystal Reports

and the Web

Intelligence

tools offered by

Business

Objects

27

Timeline for Implementation

• Key Accomplishments To Date Release 1 (R1)

– Business case approved

– CM development lab set up

– Installation plan prepared and Initiated

– BIC custom reporting domain development environment set

up

– Project definition documents (PDD) inspected

– Initial estimates completed

– Requirements traceability matrix initiated

– Functional designs initiated

– Quality strategy approved

– Test plans initiated

28

• Key Accomplishments Underway R1

– Complete installation in IBS CM development lab

– Complete Business Objects and Report Scheduler installation in BIC development environment

– Obtain approval of PDDs

– Prepare functional designs for inspection

– Complete test plans

– Initiate technical design documents

• Additional 2017 Milestones

– IBS CM development lab available for coding and testing

– Coding and unit testing

– End-to-end testing

– Commence R1a – Arrangement Containers, complete Extended Attributes

– Commence R2 – Point of Contact, Contact Preferences

Customer Management Timeline

Customer Management Companions

29

*Exact availability is TBD

Customer Management

Deposit Origination

Service Request

Management

Contact Center

Sales Management

Mobile Banker

Business Intelligence

Relationship Value

Management

MarketingSuite

Prime (EDD

Reporter)

Enhanced Risk

ManagementX X X X X

Arrangement Containers * * * * * * *

Extended Attributes

X X X X X * X * *

BIC Certified Reports

X X

Customer Management Timeline

30

• 2018 Milestones

Move to Readiness

Readiness testing

Move to Production

Q1 2018

Pilot, R1

General availability, R1

R1a: Arrangement Containers and

Extended Attributes

R2 project activities: solution design, PDDs,

estimates

1H 2018

R2 project activities cont’d:

PDDs, functional designs, test plans, technical designs,

test plans, coding

2H 2018

31

Total Customer View

32

Reimagine IBS A vision to reinvent the bank platform to

simplify the user experience, empower

employees and customers, and drive

profitable growth for our clients

Key Principles of the IBS User Experience

33

Improve Performance Focus on Customers Maximize Opportunities

Holistic picture of the customer that draws

from multiple sources to augment the ability to

build and maximize relationships

Seamless handoffs for consistent

experiences tailored to different roles and job

functions

Omni-channel considerations to untether

bankers from the branch and serve customers

where they are and where they’re going

Advanced analytics driving the

experience with relevant actions

to increase value of each touch

point

Contextual insights to improve

ability to manage tasks, track

goals and identify opportunities

Situational awareness to

always know customer status,

health and preferences

Clean, clear, friendly, look and

feel that is easier to read and

laid out in more intuitive patterns

Streamlined, optimized

workflows with automation of

repeatable tasks, fewer clicks,

and focused views

Targeted guidance to reduce

errors and increase efficiency

Total Customer View

35

Holistic View of Customer

• More than transactional information to support relationships

• Improved layout for clarity of most important information

Streamlined Tasks & Workflows

• Simplified account updating and servicing tasks

• Search based commands

• Efficient navigation

• Intelligent suggestions

Easily Identifiable Information

• Improved presentation of products and services

• Iconography to increase immediate recognition

Marcia Corner

[email protected]

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