Your customer engagement transformation starts here

Transcription

1 Your customer engagement transformation starts here Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

2 Introducing HP Exstream Empower Editor Jeff Doyle and Steve Cheal / September 23, Copyright Copyright Hewlett-Packard Development Development Company, Company, L.P. The L.P. information The information contained contained herein herein is subject is subject to change to change without without notice. notice.

3 HP Exstream Empower Editor Agenda Business trends and drivers Situations and challenges Solution capabilities Use cases Architecture Empower and Live Editor Demonstration Value to change Questions 3

4 Business trends and drivers 4

5 Business trends and drivers Current trends impacting the market Market and competition Customers demanding thin client Competition offer thin client Budget/power shift LOB owns increasing budget Business & Marketing drive CCM projects BYOD Device & Location independence Mobile & remote workers expect to work anytime, anyplace Change Investment in Thin and Cloud Solutions Emerging enterprise mobile strategies 5

6 Situational challenges 6

7 Manual business processes Unmanaged front office correspondence Unsecured Slow Hard to audit Risk & cost Profit Costly Error prone Inconsistent 52% report that their organization would be a third or more productive if processes were work-flowed with controlled editing Source: AIIM Industry Watch: Process Revolution March

8 Customers business process concerns How do I ensure processes and communications are compliant? How can I minimize risk of fines? How can I expedite response time and grow my team s ability to facilitate interactions with customers? How can I reduce IT deployment and maintenance costs, consolidate systems and streamline communications processes? Chief Legal Officer Line of Business Executive Chief Information Officer Personalization Mobile Thin Client Controlled Editing 8 Pain: Unmanaged front office correspondence For every $1 spent to generate a document, $10 spent to manage the document creation process

9 Solution capabilities 9

10 Empower Editor What is the Empower Editor? An Interactive solution providing business users with a browser-based editor for simple correspondence communications. A thin client business solution requested by customers and prospects who want a controlled editing experience. An entry point for customers searching for mobile editing solutions. A solution that can easily operate outside of the customer s firewall. 10

11 Empower Editor What does it solve? HTML-based thin client editor (zero install) Reduce IT time and expenses for installation and maintenance Employs industry standards to allow built-in browser support Controlled editing for correspondence communications Fresh, updated GUI allowing for easier navigation and usability Streamlines efficiency of integration into Business applications 11

12 Use cases 12

13 Use case example: distributed agent solution Scenario: Remote agents provide personalized yet standard correspondence Agents are both exclusive and independent Agents use a web application to access templates Browser preferences Results: IT can control deployment and/or upgrades regardless of environment IT can pinpoint issues more readily As additional OS and browser support become available, mobile device support is easily attainable Challenge: Deployment and upgrades must occur through IT IT does not have any control over independent agent software, yet must support them Consequently, solution cannot require software to be loaded on agent s systems 1. Customer contacts agent 2. Remote agent receives call, logs in outside of firewall & selects a template 3. Agent edits the template, submits it to the engine 4. HP Exstream Engine generates the desired interactive communication Communication sent to customer

14 Use case example: service provider solution Scenario: Offers hosted correspondence solutions for medium sized independent mortgage companies Customers access a customized web portal so that mortgage company s CSR s can easily build personalized correspondence Challenge: Service provider cannot install software in customer environments Need browser based solutions that integrate into their existing web portal Requires ability to manage multiple branding for multiple customers correspondence and insure regulated language be included in the each letter However, Controlled Personalization capability is also required 14 Results: By using Empower, A browser based environment that can easily deploy to customers with little or no impact Empower s controlled editing experience allows for branding and compliance content to be enforced, and allows controlled personalization 1. Based on customer engagement, remote representative (located outside firewall) selects template via a browser 4. Communication sent to customer 2. Representative edits the template, submits it to the engine 3. HP Exstream Engine generates the desired communication

15 Use case example: public sector Scenario: Child support program is financed and centrally administered at the state level Case workers are in local municipalities to interact directly with custodial and non-custodial parents Communications are highly regulated Challenge: Deployment and upgrade is cumbersome and costly to the state administrators Managing content interactions requires controlled editing for these remote userspersonalization capability is also required Results: With the Empower Editor: Each remote user gains editing access to documents via a browser No installation is required Upgrades flow through to remote users with little to no IT impact Content is managed through the controlled editing experience to ensure that compliant information is unchanged 1. Local case worker logs into application via a browser and selects a template 2. Local case worker edits the template, submits it to the engine 3. HP Exstream Engine generates the desired interactive communication Communication sent to parent

16 HP Exstream Empower architecture 16

17 Architecture Empower editor Empower editor Empower editor Customer Portal Import Open Save Preview Export HP Exstream Engine Production Environment EWS Empower Services Empower Repository Empower Services API Empower admin console Applications Mgmt Document Mgmt Editor Mgmt 17

18 Where does it fit Desig n Production Web portal Step1 Step2 Step3 Firewal l Fire wall Web users Empower services API 18

19 Empower and Live Editor 19

20 Empower and Live Editor Empower Editor Live Editor Deployment type Server-based (thin-client) Thick client installation Installation ease No installation needed Requires thick client installation on every machine License/Purchase model Seat-based perpetual licensing Seat-based perpetual licensing Availability by region All regions* All regions UI language support English, French All D&P supported languages Key advantages + Ease of deployment for remote users + Support for Chrome, IE10, IE11 + Can function outside of firewall + Not limited to correspondence + Full set of features + Advanced table support + Editing arrays Limitations Ongoing feature development? Limited to correspondence Limited set of features in initial release Yes Requires thick install Limited browser support Yes *Current limitations include support for Asian double byte languages and left-to-right languages 20

21 Demonstration 21

22 Value to change 22

23 Empower Editor Why is the Empower Editor important to you? Provides thin client editor (zero footprint) to reduce IT time and expenses to install and maintain new versions of editor Controlled editing for correspondence communications streamlines the efficiency of the editors by targeting only certain editable areas for update in the document A Employs industry standards to allow browser support, reducing IT time and expense to support a proprietary format Provides a fresh, updated UI to allow for easier navigation and usability by business users Provides robust services layer to simplify integration time and costs 23

24 Questions? 24

25 THANK YOU Copyright 2013 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.