Slide GXS, Inc.

Transcription

1 Slide GXS, Inc.

2 Agenda Introduction to Client Lifecycle Management A Closer Look Parting Thoughts Slide GXS, Inc.

3 Introduction to Client Lifecycle Management Slide GXS, Inc.

4 What Is Client Lifecycle Management? Slide GXS, Inc.

5 But I Already Have SFA And CRM SFA CRM CLM Slide GXS, Inc.

6 Top 10 Technology Initiatives for Commercial Banking and Payments (2012) Source: CEB TowerGroup Webinar, Commercial Banking and Payments: Top Ten Technology Initiatives in 2012, 4/19/12 Slide GXS, Inc.

7 Top 10 Technology Initiatives for Commercial Banking and Payments (2012) Source: CEB TowerGroup Webinar, Commercial Banking and Payments: Top Ten Technology Initiatives in 2012, 4/19/12 Slide GXS, Inc.

8 Current State of Client Lifecycle Management Is Disconnected (2012) Ease of doing business Client loyalty Reduce the technology cost base Sales Prospecting Cross-selling Relationship management RFI/RFP Pricing/Contracts On-boarding Project management Documentation KYC Integration Training Product Delivery LOBs Products of Record Product Mgt. Operations Development Client Facing, Siloed Elements Service Management Problem resolution Account updates Help Desk Inquiries Self-Service Redundant products, systems and services across markets SSCs and COEs internal facing supporting the silos Internal Facing Marketing IT FinCon Treasury Source: CEB TowerGroup Webinar, Commercial Banking and Payments: Top Ten Technology Initiatives in 2012, 4/19/12 Slide GXS, Inc.

9 Siloed Product Systems Hogan Core Banking Level III Commercial Loan Accounting Pep+ ACH Processing Corporate Banking Money Transfer Service Trading Grid B2Bank Connectivity Slide GXS, Inc.

10 The Solution GXS Client Enablement Services Slide GXS, Inc.

11 A Closer Look Slide GXS, Inc.

12 Enabling CLM Collaborative Technology for Client Lifecycle Management Client Information Management Single business information profile Client Enablement & On-Boarding New ways of enabling and ramping clients Client Engagement New ways to engage clients and provide self-service tools Slide GXS, Inc.

13 Client Information Management Single Business Information Profile The client information profile is foundational to CLM Information Profile CRM Slide GXS, Inc.

14 Inside The Client Company Profile Captures Client Company Information & Client Contacts Easily Define the fields and categories needed for your Client Community Expand the Profile as your needs evolve Slide GXS, Inc.

15 Individual Contact Profiles Know Exactly Who to Contact and Their Needs Slide GXS, Inc.

16 Client Profiles Roll Up into a Comprehensive Community Directory Slide GXS, Inc.

17 Powerful, Comprehensive Search Using Any Combination of Criteria Slide GXS, Inc.

18 Flexible Ad Hoc Reporting Using Same Powerful Search Functionality Slide GXS, Inc.

19 Comprehensive Information Security Set Read & Write Permissions Down to the Field Level Slide GXS, Inc.

20 Create Client Profiles from Bank Systems Using Import (Flat Files) or the RollStream API Slide GXS, Inc.

21 Client Enablement & On-Boarding New Ways of Enabling and Ramping Clients With Client Information Management in place, we can now Systematically on-board and register client company and contact profiles Move them through registration workflow and approval Communicate and manage expectations with visibility Slide GXS, Inc.

22 Client Enablement & On-Boarding New Ways of Enabling and Ramping Clients Slide GXS, Inc.

23 Configurable Registration Process Creating the Client Profile Slide GXS, Inc.

24 Spreadsheets Out Request Workflow In... Based on Status, Approval Stage, Days Open, etc. Slide GXS, Inc.

25 Project Management Using RollStream Slide GXS, Inc.

26 Powerful Message Center Merge & Virtual FedEx Packages Slide GXS, Inc.

27 Package Up Tasks and Activities Delivered from the Communications Center Slide GXS, Inc.

28 Stage Activities in Phases & Waves Collect Product Information, Exchange Agreements, etc. Slide GXS, Inc.

29 Control & Oversight without the Pain Slide GXS, Inc.

30 Ongoing Client Engagement & Communications New Ways to Engage Clients and Provide Self-Service Tools Relationship Management Client Mgmt Client Client Operations Community Owner On-Demand Access Secure Log-in Central Profile Directory Process Workflows Reporting & Visibility Client Clients Client On-Demand Access Secure Log-in Manage Own Profiles View / Download Files Confirm Activities Slide GXS, Inc.

31 Engage Clients to Keep Information Current Stay in Touch for all Programs & Initiatives Slide GXS, Inc.

32 Parting Thoughts Slide GXS, Inc.

33 Use Case: Transaction Banking On-boarding Identify, Track and Migrate Clients, Products & Communications Key Features Business Issue Need to establish new accounts, products, and services for new or existing clients and handle ongoing maintenance requests Process crosses multiple customer service groups and system support teams Process must ensure compliance with bank policies and procedures Difficult to send targeted communications to subsets of commercial customers Solution Deployed Comprehensive, intuitive client directory Client profiles containing key credentials Auto-population of client data into profile directory Access governance, permission controls Client self-service to maintain accuracy GXS RollStream provides an online collaboration tool to: Ensure client delivery teams have the information required to manage new product implementations Provide commercial client with visibility and control over the on-boarding process Manage ongoing bank account management and service requests Ensure commercial clients receive timely, targeted communications about product enhancements and maintenance requests Business Benefits Accelerate the delivery of new products and services Improve customer satisfaction and retention Enforce SLAs/time to implement measures Reduced on-boarding costs and improved time to revenue Slide GXS, Inc.

34 Case Study: Leading Global Bank Identify, Track and Migrate Clients, Products & Communications Key Features Business Issue An acquiring bank needed to migrate more than 10,000 treasury management clients from an acquired bank Information about the migrating clients was housed in disparate systems across multiple departments In order to achieve cost saving targets, a tight timeline had to be met A key goal of the initiative is to maximize client retention Solution Deployed On-Demand Access Secure Log-in Central Profile Directory Project Governance Communications & Data Collection Wave-based Rollout Management Reporting & Visibility Client Self-Service GXS RollStream with Client Enablement Services Identify and validate clients to be migrated Identify and validate products and services used by clients Schedule clients into migration waves based on product/service usage and geography Ensure clients receive timely, targeted communications Execute system migration with minimal client impact, maximizing client retention Business Benefits Client lifecycle management centered around the customer Improved client satisfaction: implementation errors eliminated, communications streamlined, migration impact reduced Technical complexity reduced: solution delivered quickly and in the cloud, reduces IT staffing requirements and costly testing infrastructure Slide GXS, Inc.

35 Case Study: Merchant Acquirer Enabling Merchant Registration and Data Collection Business Issue This Fortune 500 firm which private labels its payment solutions for banks to offer its corporate clients wanted to migrate paper check remittances to electronic payments The firm needed a way to reach out to the merchants, gain their agreement, and gather the bank account information needed for ACH payments Solution Deployed GXS RollStream was selected to manage the registration workflow and gather the bank information needed to convert merchants to electronic payments GXS also provides a merchant enablement team to proactively enroll merchants in the program Business Benefits The merchant acquirer is reducing the costs associating with processing merchant remittances Merchants converting to electronic payments receive remittances more quickly while reducing the effort required to process paper checks Slide GXS, Inc.

36 Benefits of GXS RollStream for Client Lifecycle Management Automate Tracking Eliminate spreadsheets and manual processes to track product fulfillment, migration scheduling, and ongoing customer interactions Centralize Data and Documentation Capture and store client data and documentation in a single repository Collaborate Enterprise-Wide Enable collaborative project management across delivery channels, business segments, and geographic regions Streamline Communications Facilitate targeted client communications with powerful search, tagging and survey tools Eliminate Errors Eliminate implementation errors arising from inaccurate or incomplete client information Reduce Technical Complexity GXS s Software as a Service (SaaS) model leverages existing capabilities and reduces technical staffing requirements Slide GXS, Inc.

37 Ongoing Client Lifecycle Management Ensuring Client Satisfaction with Comprehensive Approach Client lifecycle management centered around the customer Solution delivered quickly and in the cloud Low total cost of ownership and time to implement Slide GXS, Inc.

38 Thank You and Q&A Patty Hines, CTP Director, Financial Services Marketing Work Nick Parnaby VP, Extended Enterprise Solutions Work Slide GXS, Inc.