What s Going On With Customer Management? Marcia Corner, IBS Product Management April 19, 2017

Transcription

1 What s Going On With Customer Management? Marcia Corner, IBS Product Management April 19, 2017

2 Agenda Introductions What is Customer Management (CM)? Feature Overview of First Release Timeline Total Customer View Q&A 2

3 What is Customer Management? A significantly enhanced and expanded CIS An enterprise-wide customer system Provides more aggregate and accurate data Inclusive of 3 rd 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 3

4 What is Customer Management? Customer and Other Party Management Customer Management Foundation Components Relationship Management Customer Management Functional Components Name, Address, & Point of Contact Management Extended Attributes Global Enterprise Party Identification Households and other Party Groups Extended Relationships Party Preferences Contact Preferences Analytics-driven Information: Segment, Profitability, Risk, etc Marketing Campaigns: Recommendations and Offers Party Merge and De-Duplication Interactions, Services Requests and Notes Privacy Preferences Name and Address Standardization 4

5 Modernizing and Enhancing Customer Capabilities Vision for Enabling Relationship Centric Banking 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. Differentiated Servicing Model Interaction Management Financial Advisory Services Key Capabilities Customer Value Relationship and Group Value 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. Customer information and enrichment that form a profile of life needs, preferences, demographics, psychographics and behaviours. Customer Insight Risk and Compliance Securing and protecting customer information, enforcing compliance requirements and effectively managing customer risk. 5

6 IBS Ecosystem Comprehensive, deep, integrated Customer data, and its governance, is foundational to support life-cycle of relationship Contact Center Online Branch Mobile Self Directed IVR Back Office ATM 6 6

7 Feature Overview of First Release 7

8 Customer Management Companions Enhanced Risk Management Customer Management Deposit Origination Service Request Management Contact Center Sales Management Mobile Banker Business Intelligence Relationship Value Management Marketing Suite X X X X X Arrangement Containers * * * * * * * Extended Attributes BIC Certified Reports X X X X X * X * * X X Prime (EDD Reporter) *Exact availability is TBD 8

9 Business Value of Enhancements 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 Enable usage of fields with SAS/Business and Marketing Analytics applications 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 9

10 Risk Management Today Capture CIP information Run Credit Bureau, IDV/IDA & OFAC Check Make Decision Capture Customer Due Diligence Info (KYC) Select Products New and Existing Customers Based on Bureau and OFAC Upload Customer(s) & Account(s) Capture esignature, Print & Archive Images Capture Account Information Relate Customers to Accounts Partial SOR update Systems of Record Bank defined waiting period for ongoing risk rating Prime Ongoing Risk Rating 10

11 Enhanced Risk Management Business Process Onboarding and Ongoing KYC via IBS and Prime Integrated Solutions Capture CIP information Run Credit Bureau, IDV/IDA & OFAC Check Make Decision Capture Customer Due Diligence Info (KYC) Select Products New and Existing Customers Based on Bureau and OFAC Make Decision Capture Account Due Diligence (KYC) Capture Account Information Relate Customers to Accounts Based on Preliminary Risk Rating PRIME Real-Time Preliminary Risk Assessment Anticipated Activities on the Account Updates SOR Capture esignature, Print & Archive Images Upload Customer(s) & Account(s) Risk Rating is stored as Original Risk Rating Systems of Record. (Original Risk Rating is stored in Customer Management) Bank defined waiting period for ongoing risk rating Prime Ongoing Risk Rating 11

12 Capture Customer Due Diligence Info (KYC) Customer Due Diligence: For Individuals 12

13 Capture Customer Due Diligence Info (KYC) Customer Due Diligence: For Organizations 13

14 Capture Account Due Diligence (KYC) Account Due Diligence 14

15 Prime Real-Time Preliminary Risk Rating Prime Real-Time Preliminary Risk Assessment 15

16 Upload Customer(s) & Account(s) Upload Customer & Accounts 16

17 Business Value of Enhancements 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 Enable usage of fields with SAS/Business and Marketing Analytics applications 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 17

18 Arrangement Containers Today..... Tomorrow..... Future..... Accounts Accounts Accounts Credit card and mortgage loan accounts Credit card and mortgage loan accounts Additional 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 Four, generic balance fields 1, 2, 3, 4 Matching is based upon TIN 3rd party accounts: Insurance and Investment Approximately 10 account-specific fields Matching will include TIN, but options for date of birth, mobile phone Services Services Services Research various FIS applications (BEB, CEB, etc.) Define CIS customer codes, miscellaneous demographics or applications Manually/periodically maintain these fields on CIS for each customer Use BIC process to identify and define services Define CIS customer codes, miscellaneous demographics or applications Automated process (nightly) to update Customer Management Real-time integration with various FIS applications Approximately 10 service-specific fields 18

19 Arrangement Containers Examples: Third-party account fields Insurance Policy Number Issuer Name Policy Type Description Policy Amount Premium Amount Term Investment Plan Name Description Current Value Number of Shares Plan Type Gain/Loss Total Value 19

20 Arrangement Containers Examples: Services Online Statement Remote Deposit Capture ACH Origination Positive Pay ZBA Sweep CD ROM Image Stmt Controlled Disbursement Wholesale Lockbox Wire Origination Courier/Armored Car Service BAI Reporting Business Bill Pay ACH Positive Pay Reverse Positive Pay Consumer Bill Pay Mobile Banking Payroll Card Business Mobile Banking Payroll Services Sweep Services 20

21 Business Value of Enhancements 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 Enable usage of fields with SAS/Business and Marketing Analytics applications 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 21

22 Extended Attributes Bank configured customer, account, note and commitment-level data attributes by category (examples) Category Code COMP DEMO RISK BAL LOAN Mrktng OTHER Category Code Description Compliance Demographics Risk Balance information Loan information Marketing Other data 22

23 Extended Attributes 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 23

24 Business Value of Enhancements 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 Enable usage of fields with SAS/Business and Marketing Analytics applications 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 24

25 BIC Certified Reporting 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 25

26 BIC Certified Reporting Reports will be produced using Crystal Reports and the Web Intelligence tools offered by Business Objects 26

27 Timeline for Implementation 27

28 Customer Management Timeline 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 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 28

29 Customer Management Companions Enhanced Risk Management Customer Management Deposit Origination Service Request Management Contact Center Sales Management Mobile Banker Business Intelligence Relationship Value Management Marketing Suite X X X X X Arrangement Containers * * * * * * * Extended Attributes BIC Certified Reports X X X X X * X * * X X Prime (EDD Reporter) *Exact availability is TBD 29

30 Customer Management Timeline 2018 Milestones Move to Readiness Readiness testing Move to Production Q 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

31 Total Customer View 31

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 32

33 Key Principles of the IBS User Experience Improve Performance Focus on Customers Maximize Opportunities 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 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 33

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35 Total Customer View 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 35

36 Marcia Corner