your customer engagement transformation starts here€¦ · electronic and print channels...
TRANSCRIPT
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Your customer engagement transformation starts here
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.2Engage 2014
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP Exstream CCM PortfolioComplete solutions for better customer engagement
Paul Brown, Product Manager
September 23, 2014
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.3Engage 2014
Agenda
Abstract:
Are there gaps in your customer communications approaches and processes? HP Exstream provides a broad portfolio of products to help you better communicate with your customers. In this session you will get an overview of all of the products and services offered, and how they work together to solve your complete set of customer communication needs.
What attendees can expect to learn by the end of your session:• Understand the full breadth of products offered by HP Exstream
• Know the partner products and services available
• See how these pieces fit together to provide complete solutions
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.4Engage 2014
Transform customer experience
Customer Communication Management (CCM) is a critical component
• CCM will evolve to reach more customers on more devices
• CCM will need to be able to react to customer interactions
• CCM must engage with other solutions to provide consistent branding and messaging
Att
ract
Acquire
Serv
ice
Grow
On my device
In my location
On my schedule
On my channels
Remember me
Make it easy
Converse
I’ll tell my friends
GPS
IM
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.5Engage 2014
Technology trends impacting customer communications
Source: Gartner 2012, Forrester 2013; eConsultancy, Madison Advisors ‘13 [detailed sources in slide notes]
Multichannel customer experience
• Customers expect a great experience across multiple channels
• Companies falling short in delivering a great customer experience
– Banking, Insurance and Telco / Utilities lag
• Budgets & workforce stretched thin; difficult for organizations to reach their e-adoption, multichannelcommunication goals
• Print reduction still major cost initiative
Analytics: targeting and personalization
• Businesses are investing in analytics to:– Discover new business models– Find opportunity in existing business– Optimize for efficiency
• Consumers – seeing more personalized content, but ‘superficial’
• Marketers – incorporating personalization; challenges of measuring & improving ROI
• Experimentation with micro-segmentation & highly targeted cross channel offers (mobile)
Context-enriched content
• Growth in providing content based on context of the moment
• Context can be based on location, relationship to other people, current task, proximity to “things”
• Access to social networks can enable a personally relevant transactional experience
• Increasing quantity & variety of contextual data for personalization
Intersection of technology forces Social, mobility, cloud and information patterns are driving new business scenarios & enable:• Marketers to expand reach and exert more influence• Consumers to demand more individuality & relevance• Business Unit & IT to expose hidden customer insights and improve customer experience journey
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.6Engage 2014
Your objective Your reality
Increase profitability (Drive top-line growth, lower TCO)
Inability to respond to changing customer needs, new business opportunities and emerging market trends
Expense and time spent developing and maintaining multiple communications applications and systems
Too many expensive customer support inquiries
Inefficient, manual, and uncontrolled business processes used to generate real time communications
High costs and inflexibility of print communications
Improve the customer experience
High customer attrition due to a poor customer experience
Mitigate risk Potential penalties for noncompliance and risk of harming the brand
Customer business objectives and barriers to success
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.7Engage 2014
Industry and business solutions
HP Exstream portfolio
Design & editDesigner / Design
Manager
External design import
HP Relate for Salesforce.com
Messagepoint
Remote Collaboration
Data & content
Business systems
ECM repositories
Autonomy ECM / WCM
Salesforce.com (HP Relate)
ISV partners e.g. Guidewire, SAP
CRM
Analytics
Interact
LiveEditor
Empower Editor
Produce
Production Engine
Engine as a Web Service (EWS)
Command Center
HP Enterprise Services DPS
Deliver
Delivery Manager
Email / SMS
HTML / HTML Email
Mobile apps/Social
eSignatures
Personalized video
Delivery partners (Message Systems)
Track / Analyze
Delivery Manager
Campaign Management
HP Autonomy
LiveSite
Delivery partners
(Message Systems)
Key
Workflow and Process Automation – HP PA, ISV, Partners
Integration Layer
Hybrid / Cloud offerings
Solutions
Product/feature
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.8Engage 2014
Design & Edit
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.9Engage 2014
Role-based GUI
Features• Single design environment for all
templates and applications
• Controlled, interactive editing
• Reuse content between ALL applications
• Automated workflow / approval
Benefits• Easy to use
• Reduce development time
• Brand consistency
• Regulatory compliance
Increase profitability
Improve customer experience
Mitigate risk
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.10Engage 2014
Remote collaboration
Browser-based authoring tool for campaigns (cross-sell products/services)Give business and marketing users the freedom to insert relevant messages and offers
Features• Business user control
• Automated workflow and approval
• Ensure consistent branding
Benefits• Respond at market speed
• Ensure customers receive relevant, timely communications
• Business users have responsibility and control over content
Insert targeted offers
Include variable, data-driven content
Include graphics and images of any type
Prioritize messages to include only the most timely and relevant offers
Increase profitability
Improve customer experience
Mitigate risk
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.11Engage 2014
HP Exstream Messagepoint
Enable business users to quickly and easily create and modify content and messages
Features• Business user control
• Automated workflow and approval
• Ensure consistent branding
Benefits• Powerful but easy-to-use UI
• Easily create new documents with inherited content and rules
• Visual thumbnail allows in-context editing
Increase profitability
Improve customer experience
Mitigate risk
Insert targeted messages and offers based on user-defined rules and priorities
Add personalized content like signatures and individual messages
Streamline workflows and approval processes
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.12Engage 2014
HP Relate
Features• Simplifies the creation of sophisticated,
interactive documents from anywhere within the Salesforce environment
• Enables Salesforce users to compose and deliver compelling, highly personalized documents
• Quotes, Contracts, Proposals, Analytics / Reporting and Customer Communications
Benefits• Accelerate customer acquisition, reduce
customer churn, increase cross-sell / up-sell success, and improve customer satisfaction
• Spend less time planning, validating and composing documents and more time communicating with customers
Increase profitability
Improve customer experience
Mitigate risk
Design Customize Deliver
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.13Engage 2014
Data & content
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.14Engage 2014
Any content
FeaturesDynamic inclusion of unstructured content from external sources:
• Images (TIFF, BMP, JPEG, etc.)
• Word (doc, docx)
• PDF (fully editable)
− Fillable forms
− Static/external
Benefits• Allow business users to control content using
common formats and tools
• Reuse existing assets
• Reduce development time
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Increase profitability
Improve customer experience
Mitigate risk
HP Exstream
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.15Engage 2014
Any data
Features
Retrieve and process virtually any type of structured content in its native form
Process data from multiple sources simultaneously
Benefits• Use data as it is, where it is
• No need to transform or normalize data
• Reduce development and maintenance time
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Increase profitability
Improve customer experience
Mitigate risk
Web services
XML JDBC / ODBC databases
Legacy formats
HP Exstream
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.16Engage 2014
Interact
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Interactive: LiveEditor
Controlled editing environmentEnable back-office delivery capabilities for the front office
Features• Fully personalized communications in real time
• Facilitate front office interactions with customers (CSR/agents)
• Automated workflow and approval
Benefits• Improve customer service and engagement
• Deliver personalized, meaningful communications
• Ensure branding, legal, regulatory compliance
Increase profitability
Improve customer experience
Mitigate risk
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.18Engage 2014
Interactive: Empower Editor
Zero-install, controlled editingEnable your business users to quickly and easily personalize customer correspondence
Features• Easy-to-use, browser-based editor interface
requires no download or installation
• Created in the same design environment as Live and other HP Exstream communications
Benefits• Deliver personalized, meaningful communications
• Avoid deployment and maintenance expenses
• Ensure branding, legal, regulatory compliance
Increase profitability
Improve customer experience
Mitigate risk
Easily edit interactive communications from your web browser
Controlled editing lets you personalize while avoiding risk
Automatically populate with customer and business content
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Deliver
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Multichannel output
Features• Consistent control of communication content and
messages across print and digital channels
• Deliver effective communications to print and electronic channels
• HTML design proves optimal viewing experience across any device
Benefits• Leverage existing communications and deliver to
virtually any channel
• Deliver targeted communications
• Share approved content across all delivery channels
Increase profitability
Improve customer experience
Mitigate risk
HP Exstream
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.21Engage 2014
HP Exstream Delivery Manager
Features• Multichannel delivery, tracking, and response
• Automate response to delivery errors – deliver to alternate channel if primary fails
Benefits• Assured delivery of messages across multiple
electronic and print channels
• Complete view of all electronic deliveries
• Brings compliance and comfort level of postal mail to electronic messages
HP Exstream• Structured • On-demand• Interactive
Delivery channel
Print and mail
Mobile
Social
Web
Personalized video
Digital Mailbox
Increase profitability
Improve customer experience
Mitigate risk
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.22Engage 2014
HP Aurasma: Augmented Reality (AR)
Features• Bring physical assets (mailers, print ads, product
packaging) to digital life through video, animations, 3D and more
• Bridge printed materials to your company’s digital experience through mobile
• Create, manage and track AR experiences with WSYWIG, cloud-based Studio
Benefits• Boost mobile engagement through social, POS,
contests, surveys and more
• Deliver dynamic, targeted experiences
• Achieve exceptional ROI from multiple campaign touchpoints
Increase mobile engagement
Deliver targetedAugmented Realityexperiences
Measure real-timeinteractions
HP Aurasma
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.23Engage 2014
Track & analyze
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.24Engage 2014
Analyze
HP Customer Engagement Management
Features• Advanced content targeting and
analytics for fine-tuned personalization
• Connect to mobile, social media, web channels
Benefits• Bring action to analytics
• Deliver a consistent customer experience
• Drive targeted content and messages
Increase profitability
Improve customer experience
Mitigate risk
Email Print Mobile Web
Design• Context• Relevance• Placement
Develop• Content
reuse• Testing
Publish• Channel
preference• Channel-
specificformatting
Deliver• Multichannel• Track
Plan• Response• Insight
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.25Engage 2014
Integration Layer
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.26Engage 2014
Integration layer
Features• Framework for connecting to enterprise
applications and processes
• Flexible integration with a variety of standard methods
Benefits• Deploy HP Exstream without needing to rethink
existing systems
• Support incremental modernization of business apps and processes
• No need to transform or normalize data and content
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Increase profitability
Improve customer experience
Mitigate risk
Data and content integration
Multiple sources and formats
On-demand delivery
Real-time requests
Design and deployment
Design and manage
HP Exstream• Batch• Interactive• On demand
Command Center
Analytics and campaignmanagement
Intelligent, interactivedocuments
Business processand workflow
Controlledediting
Production output and delivery
Print and electronic channels
Integration layer
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.27Engage 2014
HP Exstream Command Center
Features• Automate, schedule and optimize production
applications
• Manage all of your production and delivery tasks from a single interface
• Instant notification of critical errors during production
Benefits• Faster time to value for Exstream deployments
• Have a complete view of production processes and workflows
• Reduce operations and maintenance costs
Increase profitability
Improve customer experience
Mitigate risk
Manage
Schedule OptimizeAutomate
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.28Engage 2014
Workflow, repository and automation
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.29Engage 2014
HP Process Automation
Features• Automate communication workflows
• Streamline data collection processes to drive intelligent communications
Benefits• Enhance the customer experience
• Increase customer service and satisfaction
• Reduce costs by automating inefficient, manual processes
Increase profitability
Improve customer experience
Mitigate risk
1. Claims representative receives customer call and opens eForm
3. Data flows into workflow process approve/deny claim and archiving
2. Workflow begins by automatically populating with client data
Claims processing
Loan application
New account opening
Proposal generation
Create virtually any communication workflow
5. Client approves and digitally signs claim
4. Claim response delivered to customer and concerned parties in preferred format and channel
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.30Engage 2014
Industry and business solutions
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.31Engage 2014
For Enterprises using SAP
SAP Interactive Document Portal
Customers, users, patients, citizens and employees need compelling communications. Today, SAP does not offer compelling communication solutions.• Enterprise data lives in SAP, but there’s no effective
way to leverage into customer communications
• Enterprises want a single enterprise solution/vendor for batch, on-demand, and interactive capabilities
• Enterprises prefer a single solution across functions, departments, business units, geographies
HP Exstream
RDI to XML
XSF to XML
Interactive Document Portal
Happy customers
© Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.32Engage 2014
HP Exstream Accelerators certifiedDynamic interactions that increase revenue, reduce service complaints, and identify claims fraud
Integrate
Single UI Experience
Deliver
Ease application development and deployment for global SIs to configure HP Exstream v9.0 with Guidewire applications
Improve business and IT process efficiency with synchronized rules/data-based logic to easily search, create, edit, preview, deliver consistent content
Deliver knowledge-based communication with targeted and personalized policy, billing, and claims messages
Guidewire PolicyCenter®
Guidewire BillingCenter
®
Guidewire ClaimCenter®
HP Exstream Accelerators
Communications to me faster
How I want
Keep me informed
Access online when I need
Inform me of relevant products
Insurers
Make controlled changes to documents fast
Automatic status updates to be responsive
Access all customer correspondence fast
Personalise customer communication
Focus on customer service not workarounds
Know you are compliant
Business
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Questions?
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THANK YOU
© Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.