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Customer communication management solutions
Eduardo Jimenez Director, Exstream Software USA Americas Major accounts and Latin-American
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Que es Customer Comunication Management Software -CCM?
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Portafolio de comunicación corporativa
Apps Statements
Direct Marketing
Bills
Collections
Web self-service
On-demand
Snapshots SMS Transpromo Proposals
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I
4 2005 Financial Communications Forum
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Comunicaciones con los clientes
• Atraer clientes • Mejorar las relaciones con los clientes • Crecer el negocio • Retener los clientes
• Son las comunicaciones de las compañías :
Diferenciador o un Obstáculo?
Es algo vital para el éxito de las compañías
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Customer Communication Management
Interactive
Structured On-demand
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Quién es
Exstream ?
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Es el lider en el segmento customer communication management (CCM)
HP Exstream
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HP Exstream Software The CCM market leader
2011 Q3 Forrester Wave Report
“HP Exstream leads the pack” amongst top CCM vendors in “The Forrester Wave: Document Output for Customer Communications Management—Q3 2011”
HP Exstream earned the maximum score in 5 of 6 categories in the Madison Advisors Multi-Channel Solutions market study
HP Exstream Interactive received the 2011 “Innovator of the Year Award” from Xplor International
HP Exstream customers have won 58 DALBAR awards for outstanding customer communications
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soluciones probadas 800+ de las compañías mas grandes del mundo in 24 Países – usan Exstream software
Financial Insurance
Telco/utilities Services/public/other
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7 of the top 10 Fortune 500 financial services companies use HP Exstream
Servicios Financieros- Banca e instituciones de inversión
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8 of the top 10 Fortune 500 insurers use HP Exstream
Compañías de seguros- P&C
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8 of the top 10 Fortune 500 insurers use HP Exstream
Companias de Seguros de vida
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The top 6 Fortune 500 healthcare insurers use HP Exstream
Compañías de seguros de salud
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Clientes en Latin America Financial Insurance
Telco/utilities Services/public/other
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How does Exstream help the enterprise? Como ayuda Exstream a las compañías corporativas?
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Ambiente típico de composición de documentos de Misión Critica
Diversos departamentos son dueños de porciones del documento Legal, mercadotecnia, regulador, facturación
Silos de información de datos en diferentes servidores búsquedas, derechos Diferentes formas de datos y contenido Estructurado, no estructurado, material digital
Generación de salidas Impresa, electrónica, multicanal , Web, fax etc.
Información del Core Software debe ser integrada Transacciones del negocio principal
Composición del documento de misión critica
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Qué hace HP Exstream? Automatiza estos procesos con una plataforma única. Ordenación del contenido
clasificación, búsquedas, derechos Adquisición de contenido estructurado, no estructurado, material digital interactivo
Gestión de salida y periféricos Operaciones, entrega garantizada
Publicación datos variables impresión, web, móvil
HP Exstream
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Problemas Típicos con generación de documentos de Misión Crítica .
• El desarrollo de nuevas aplicaciones toma mucho tiempo? • Alto costo en mantenimiento de aplicaciones de documentos de misión crítica? • Hay que utilizar varias herramientas de desarrollo y variados recursos para implementar documentos de misión crítica? • Hay mucha dependencia en los recursos de TI? • Comunicación inconsistente con clientes
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Impacto positivo de HP Exstream
Reducir la complejidad de generar docs. Importantes
Plataforma única Reduce involucramiento de TI. Conexión directa a las fuentes
directamente.
TI
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AUTONOMY
CORE SYSTEMS CRM WEB PORTAL ECM
Structured & Unstructured Content
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HP CUSTOMER COMMUNICATION SOLUTIONS
Delivery Channel
PRINT/MAIL
MOBILE WEB EMAIL/FAX CUSTOMER-FACING WORKERS
CAPTURE & REPOSITORY
scheduled or real-time
customer-preferred delivery channel
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Entrada de cualquier typo de datos simultaneamente
Features Retrieve and process virtually any type of structured content in its native form. Process data from multiple sources simultaneously.
Benefits • No need to normalize data • Reduce development and
maintenance time
Integration
XML
Soap
Web Services
Delimited Columnar
Line data print streams
ODBC database
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
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Entrada de informacion no estructurada
Features Dynamic inclusion of unstructured content from external sources:
• Images (TIFF, BMP, JPGEG, etc.) • Word • PDF (fully editable) − Fillable forms − Static/external
Benefits • Reuse existing assets • Reduce development time
Integration
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
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Planificado Tiempo real
Alto volumen Bajo demanda Interactivo
Correspondencia
Transaccional
Marketing
Publicaciones
HP Exstream Diseño & Producción
Core software
Línea de negocios
Sistemas legato
CRM
ECM
Contenido Corporativo
HP Exstream Reducir Complejidad Agilizar procesos Mejorar efectividad
Canal de Distribución
Impresión
Multicanal
Electronica
Email
SMS
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Correspondencia Marketing
Transacciones Publicaciones
Complejidad reducida Procesos optimizados Eficacia mejorada HP Exstream
Marketing avanzado
Diseño y creación de documentos Herramientas
Integración de datos y contenidos
Documentos inteligentes interactivos
Flujo de trabajo de salida y producción
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Salidas multicanales Delivery
Diseñar una vez, procesar una vez y entregar a cualquier canal (Impresa o electrónicamente)
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Mobile devices are important to your customers
• 126 million tablets in use by U.S. consumers by 2016
• 257 million smartphones in use by U.S. consumers by 2016
• Mobile apps $6 billion now, $55.7 billion by 2015
• Tablets expected to replace laptops and PCs
• Move to design for electronic display first, print second
Online and mobile vital to your business
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30% OF WORKFORCE NOW MOBILE
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Multi-Channel Future?
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
100%
Yr 0 Yr 1 Yr 2 Yr 3 Yr 4 Yr 5 Yr 6 Yr 7 Yr 8 Yr 9 Yr 10
Multi-Channel Impact on Transactional Print Volumes
Mono Color
e Delivery
Source: Madison Advisors, August 2011
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Impacto Positivo de HP Exstream
Agilizar los procesos de colaboración departamental corporativa
• Mejorar tiempo de Reacción al Mercado
• Mayor colonoración en el proceso de cambios – control directo .
Reducir la complejidad de generar docs. Importantes
• Plataforma única • Reduce involucramiento de TI. • Conexión directa a las fuentes
directamente. TI
Departamentos
De Negocios- LOB
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Documento de Misión Crítica Muchos departamentos son los dueños del documento
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El software puede asignar cada bloque al departamento respectivo.
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Se maximiza trabajo colaborativo y se minimiza dependencia en TI
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Colaboración remota- Web Browser based
Browser-based authoring tool for campaigns (cross-sell products / services)
Give LOB users the freedom to insert relevant communications
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
Presentation
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Impacto Positivo de HP Exstream
Mejorar la eficacia de comunicación con los documentos
• Documentos de misión crítica se convierten en documentos de mercadeo- Transpromo
• Aumento de ingresos por venta cruzada • Menos llamadas al departamento de
atención a clientes
Agilizar los procesos de colaboración departamental corporativa
Reducir la complejidad de generar docs. Importantes
TI
Mejora en la efectividad
del Documento
Departamentos
De Negocios- LOB
• Plataforma única • Reduce involucramiento de TI. • Conexión directa a las fuentes
directamente. • Mejorar tiempo de Reacción al Mercado • Mayor colonoración en el proceso de
cambios – control directo.
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Comunicaciones corporativas altamente personalizadas
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Payment coupon
Minimum amount due Due date Amount enclosed
$82.29 November 18, 2008
$00000
To maintain continuous coverage, your payment must be received or postmarked by 12:01 am on January 4, 2004
Property & Casualty P.O. BOX 49873 Lexington, Kentucky 40503
Policy number: 602111-32 Policyholder: Lynn Young
For immediate payment- from your checking account or make a credit card payment – call 859-622-6745. If you pay by check- please make your check payable to Property & Casualty, and write your policy number on it.
602111 3191 48615941364 97879 1657897 0000 0000 00 0 0 064897 15646
Agent Collaborative 67159 Mt Lemon Cincinnati, OH 45263
Lynn Young 7851 River Rain Ct. Dallas, TX 85223
Property & Casualty Policy number: 602111-32 October 8, 2008 Policy period: Feb. 28, 2007 - Nov. 28, 2008 Page 1 of 1
Cancel Notice We have not received your payment
If we don’t receive your payment, your policy will be canceled at 12:01 am January 4, 2003 for not paying your premium. If you have already sent your payment- thank you.
Remaining amount due Payments remaining Minimum amount due Due date
$283.15 5
$82.29 November 18, 2008
myinfo.propertyandcasualty.com Make payments, check billing activity, make policy changes and check status of a claim.
For more on online payments or to learn more about our services please visit our web site at www.bankusa.com
!
Property & Casualty makes
paying premiums easy.
Sign up for automatic
bankdraft or pay online.
Call 999-999-9999 or go to
www.casualtyproperty.com
Datos de cliente del CRM
Pagando un crédito de estudios
Lynn Young Soltera Estudiante graduada en NYU Edad: 22 Paga las facturas por Internet
Mercadotecnia avanzada
HP Exstream Reducir Complejidad Agilizar procesos Mejorar efectividad
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HP Exstream Reduce Complexity Streamline Processes Improve Effectiveness
Reduce calls to customer service with timely, easier-to understand, more relevant
communications
Improve customer satisfaction
with delivery through preferred channel(s)
Increase revenue with
targeted, dynamically inserted cross-sell
promotions
Improve brand equity with
higher quality, customer- focused communications
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Información Transaccional
Mercadeo; legal, servicio al cliente, anuncios varios
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HP Exstream -Recibo de luz
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Interactive Communications for Call Centers
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Aplicaciones Interactivas
• Facilitate front office interactions with customers (CSR/agents)
• Controlled, interactive editing environment
• Automated workflow and approval
• Ensure branding, legal, regulatory compliance
Presentation
Fully personalized communications in real time
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RESUMEN • Reducción en la complejidad de generación de documentos a través de una plataforma única. • Optimización en los procesos comunicación internos. • Documentos de misión critica mucho más eficaces.- Mejor comunicación con sus clientes
THANK YOU