Enterprise Sales & Service Desktop. Polish FSS Banking Forum, Anthony Morris, Director Financial Services

Transcription

1 Enterprise Sales & Service Desktop Polish FSS Banking Forum, Anthony Morris, Director Financial Services Copyright 2006, Chordiant Software, Inc. 23 February 2006

2 Multi-Channel Banking Challenges Customer Inconsistent communication, information & service quality reducing customer loyalty Self-Service Isolated processes; built differently than other channels Limited capabilities vs. other channels Transform branch into sales outlet or store Inefficient servicing hindering sales capacity Platform Bank Branch Teller Contact Center Manual navigation across multiple systems Duplicate data entry into multiple systems Manual tasks & decisions Missing revenue opportunities: Sporadic offers & new customer follow-up Inconsistent, irrelevant offers Pressing need to renew aging branch infrastructure Siloed process logic & mixed architectures across channel apps IT High-cost to implement; limited re-use across channels Difficult to deploy process, rules, regulatory changes consistently across channels

3 Legacy Banking Desktops 5 Systems to handle the most routine customer enquiries Duplication of IT & User resources (logins, authentication, etc.) Inability to effectively cross sell due to cumbersome processes High cost, low productivity, inefficient, poor service Extensive re-keying of data, No reuse of existing customer information Expensive to maintain multiple systems Difficult training curve Customer data locked in multiple systems no single view Wasted time and effort navigating through multiple systems to perform simple tasks

4 Sample Legacy Banking Environment: Disparate Sales & Service Operations HIGH AVERAGE ADMIN TIME LOWER SHARE OF WALLET PROACTIVE MARKETING NEEDS ASSESSMENT PRODUCT ADVISORY CROSS SELL/UP SELL TIME SPENT SELLING OR IDENTIFYING SOLUTIONS ACCESSING SYSTEMS MANUAL NEEDS ANALYSS PRODUCT LOOK-UP ADMIN TIME APPLICATION DATA CAPTURE RE-KEYING DATA SETUP SERVICES FUNDING ACCOUNT FORMS & DOCUMENTATION

5 Chordiant Powered Unified Sales & Service Blended Sales & Service Desktop ACCESSING SYSTEMS NEEDS ASSESSMENT PRODUCT ADVISORY CROSS SELL UP SELL DATA CONSOLIDATION ONLINE CREDIT CHECK BEFORE VALUE/RISK BASED PRICING FEATURE BASED RULES SETUP DOCUMENTATION CORRESPONDENCE FUNDING PRODUCT/POLICY TRAINING Enterprise Business Service(s) AFTER Consolidated Process Application

6 Chordiant Powered Unified Sales & Service Hot key mapping; desktop swapping; integrated , chat & knowledge-base search Unified, real-time view of customer products, history & current alerts CTI integrated directly into desktop environment Configurable look and feel Agent Availability Phone Line Status Outbound Calls Call Timers Guided processes automate routine tasks; based on user role & skill User friendly front end to legacy systems reduces servicing complexity Complete multi-channel history of all customer contacts & activities including marketing offers & response

7 Enterprise Sales & Service User Empowerment Two click access to any customer function Less time focused on systems, more time focused on customers No data duplication, redundancy or multi-system access for even the simplest functions Multi-Session (customer), multi-activity access Reduced cost through improved efficiencies and productivity Increased ability to automate core services and focus on selling when and where appropriate Support for flexible business and operational models Elevated customer experience One Tool, One Click Access, Simplicity in Front Office Processes

8 Enterprise Sales & Service with Chordiant

9 Benefits of a Blended Sales & Service What makes a unique, flexible, open and highly useable and agile Sales & Service Platform? Consolidated Business Functions Consolidated Desktop Tooling Ease of System Adaptability (Business, Operations, Technology) Ease of System Flexibility (Weeks, not months) Simplicity and Power for the User Incremental, low risk deployment Business, Technology & Operations Alignment Business empowerment vs. limitation Leveraged experience A recognition that the software strategy is but one piece to the puzzle

10 User Login Entitlement establishments Manual (user), CTI, or device driven search Authentication Token / Challenge Quests Verify Customer Authenticity Search for & Authenticate Customer

11 Present Consolidated Real-time Profile Real-time profile Multiple Data Sources Presented according to user role/entitlements User can initiate any appropriate customer activity Activities window provides access to customer functions

12 Invoke Customer Service Item (e.g. Funds Transfer) Screen layout drives required data fields (pre-populated where appropriate) Appropriate rules and policies governed within function

13 Dynamic, Appropriate, Segment of One Offer Generated Chordiant Decision Management evaluates customer profile, purpose of interaction, propensities and adaptive indicators in order to determine to launch specific offer Agent can explain offer and system guides them through next step actions

14 Generate Referral to follow-up for new business Referral details can be pre-populated or quickly captured Referrals can be routed to the agent most capable of dealing with them Sales or Retention referrals/activities can be fully automated, ensuring NO business is ever lost

15 A Local Case Study

16 Customer Results Reduced Operating Costs Workforce utilization 10% User productivity 30% Head count 20% while volume 50% Processing steps 20% Application processing time 15% Screens accessed 25 to 3 Time to competency 30% IT support costs 20-35% Development costs 30% Revenue Growth & Favorability Process time 10% frees 45,000 hours annually Customer retention 10% Sales conversion 20% Close rates 50% Service efficiency 25% Turnover 10-20%

17 Why Banks Win with Chordiant To deliver the best possible customer experience. One platform that delivers on business & IT strategy Infused, real-time & dynamic customer offers & agent decisions Next best action to drive dialogue and process behavior Enterprise business processes that tie together disparate systems to achieve front office simplicity & efficiency in a singular, multi-channel/product environment Consistent delivery of brand & service promise across all interaction channels Applications & Tools that empower users, business and IT, without sacrificing existing investments

18 Thank-You! Copyright 2006, Chordiant Software, Inc. 23 February 2006

19 Unified Sales & Service: Solution Detail Enterprise Sales & Service Platform Chordiant SOA/J2EE Container INTERACTION / PRESENTATION PROCESS ORCHESTRATION & CASE MGMNT INTELLIGENCE & DECISION SERVICES ENTERPRISE DATA/OBJECT LAYER INTEGRATION SERVICES 3 rd Party Apps 3 rd Party Apps 3 rd Party Apps 3 rd Party Apps Core Banking Systems Core Banking Systems Core Banking Systems Core Banking Systems What functions are deployed into this framework are dictated by your short term business need/pain point, ROI & benefits realization The solution framework is the concept by which the deployment of new capability will be realized Chordiant s approach is to optimize the framework & its components, without sacrificing the type of functionality that must be deployed within it

20 Unified Sales & Service: Solution Detail How We Do It Optimized to address specific business problems Deep Card Content True SOA/J2EE, Desktop Agnostic Real-Time Predictive Decisions Common Business Processes Any Front End with any 3rd Party Service to any Back End Proven - Reliable - Scalable 5th Generation Banking & Credit Card Components

21 Unified Sales & Service: A Realistic Approach Taking a Holistic, Enterprise View, within an incremental approach Don t boil the Ocean, but chip away at the stone Reuse, Renew & Augment = gradual change with measurable impact Component & Services oriented solutions vs. Big Bang, Monolithic, Rigid applications One Size Fits All Approach = High Risk Maximize Industry Standards, tools and platforms = Low Risk Technology Investments Learn from experience, incorporate leading practices Deliver Business & IT Value, at an acceptable cost threshold Travel the journey together, link our success to yours!

22 Chordiant in Banking: A New standard THE CUSTOMER EXPERIENCE COMPANY Chordiant Overview Founded in 1997 Symbol NASDAQ: CHRD Headquarters: Cupertino, Ca. Offices: New Hampshire, London, Amsterdam, Munich & Bangalore 200+ Global 1000 Customers Half the Top 20 World Banks Half the Top 10 World Insurers Chordiant Customers

23 Thank-You! Copyright 2006, Chordiant Software, Inc. 23 February 2006

24 Example: Present Offer Business Process Actions (e.g. Funds Transfer) Present UI Real-Time Decisining Business Process Actions Initiate Process Call Data, Decisions Process Rules Paint GUI Channel & Role Specific Refine Strategy / Rules Push Updated Messages REAL TIME DATA ACCESS, MULTIPLE SOURCES, NO REDUNDANCY Continue Process Orchestration Map Data QRTS

25 QUESTIONS Copyright 2006, Chordiant Software, Inc. 23 February 2006