What’s Going On With Customer Management? April 19, 2017 Marcia Corner, IBS Product Management
What’s Going On With Customer Management?
April 19, 2017Marcia Corner, IBS Product Management
Agenda
• Introductions
• What is Customer Management (CM)?
• Feature Overview of First Release
• Timeline
• Total Customer View
• Q&A
2
What is Customer Management?
3
• A significantly enhanced and expanded CIS
• An enterprise-wide customer system
– Provides more aggregate and accurate data
Inclusive of 3rd 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
What is Customer Management?
4
Customer Management Functional Components
Customer Management Foundation Components
Name and Address Standardization
Households and
other Party Groups
Extended Relationships
Party Merge and
De-Duplication
Global Enterprise
Party Identification
Party Preferences
Contact Preferences
Privacy Preferences
Extended Attributes
Interactions,
Services Requests and Notes
Analytics-driven Information:
Segment, Profitability, Risk, etc
Marketing Campaigns:
Recommendations and Offers
Relationship
Management
Name, Address, &
Point of Contact
Management
Customer
and Other Party
Management
Vision for Enabling Relationship Centric Banking
Modernizing and Enhancing Customer Capabilities
Financial Advisory Services
Customer Value
Relationship and Group
Value
Risk and Compliance
Customer Insight
Interaction Management
Differentiated
Servicing
Model
Key
Capabilities
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.
Securing and protecting customer
information, enforcing compliance
requirements and effectively
managing customer risk.
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.
Customer information and
enrichment that form a profile of life
needs, preferences, demographics,
psychographics and behaviours.
5
Comprehensive, deep, integrated
6
IBS Ecosystem
Customer data, and its governance, is foundational to support life-cycle of
relationship
ATM
BranchMobile
IVR
OnlineContact Center
Back Office
Self Directed
6
7
Feature Overview of First Release
Customer Management Companions
8
*Exact availability is TBD
Customer Management
Deposit Origination
Service Request
Management
Contact Center
Sales Management
Mobile Banker
Business Intelligence
Relationship Value
Management
MarketingSuite
Prime (EDD
Reporter)
Enhanced Risk
ManagementX X X X X
Arrangement Containers * * * * * * *
Extended Attributes
X X X X X * X * *
BIC Certified Reports
X X
Business Value of Enhancements
9
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
Risk Management Today
10
New and
Existing
Customers
Capture CIP
information
Run Credit
Bureau,
IDV/IDA &
OFAC
Check
Capture
Customer
Due
Diligence
Info (KYC)
Select
Products
Capture
Account
Information
Relate
Customers
to Accounts
Capture
eSignature,
Print &
Archive
Images
Based on Bureau
and OFAC
Upload
Customer(s)
& Account(s)
Make
Decision
Bank defined waiting
period for ongoing risk
rating
Systems of Record
Prime Ongoing Risk
Rating
Partial SOR
update
Onboarding and Ongoing KYC via IBS and Prime Integrated Solutions
Enhanced Risk Management Business Process
New and
Existing
Customers
Capture CIP
information
Run Credit
Bureau,
IDV/IDA &
OFAC
Check
Capture
Customer
Due
Diligence
Info (KYC)
Select
Products
Capture
Account
Information
Relate
Customers
to Accounts
Capture
Account Due
Diligence
(KYC)
Capture
eSignature,
Print &
Archive
Images
Based on Bureau
and OFAC
Based on Preliminary
Risk Rating
Upload
Customer(s)
& Account(s)
Anticipated Activities on
the AccountPRIME Real-Time
Preliminary Risk
Assessment
Make
Decision
Make
Decision
Risk Rating is stored as
Original Risk Rating
Bank defined waiting
period for ongoing risk
rating
Systems of Record.
(Original Risk Rating is
stored in Customer
Management)
Prime Ongoing Risk
Rating
Updates SOR
11
Customer Due Diligence: For Individuals
12
Capture
Customer
Due
Diligence
Info (KYC)
Customer Due Diligence: For Organizations
13
Capture
Customer
Due
Diligence
Info (KYC)
Account Due Diligence
14
Capture
Account Due
Diligence
(KYC)
Prime Real-Time Preliminary Risk Rating
15
Prime Real-Time
Preliminary Risk
Assessment
Upload Customer & Accounts
16
Upload
Customer(s)
& Account(s)
Business Value of Enhancements
17
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
Arrangement Containers
18
Today . . . . . Tomorrow . . . . . Future . . . . .
Accounts Accounts Accounts
Credit card and mortgage loan accounts Credit card and mortgage loan accountsAdditional 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 3rd party accounts: Insurance and Investment
Four, generic balance fields 1, 2, 3, 4 Approximately 10 account-specific fields
Matching is based upon TINMatching will include TIN, but options for date of birth, mobile phone
Services Services Services
Research various FIS applications (BEB, CEB, etc.)
Use BIC process to identify and define services Real-time integration with various FIS applications
Define CIS customer codes, miscellaneous demographics or applications
Define CIS customer codes, miscellaneous demographics or applications
Approximately 10 service-specific fields
Manually/periodically maintain these fields on CIS for each customer
Automated process (nightly) to update Customer Management
Arrangement Containers
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• Examples: Third-party account fields
Insurance Investment
Policy Number Plan Name
Issuer Name Description
Policy Type Current Value
Description Number of Shares
Policy Amount Plan Type
Premium Amount Gain/Loss
Term Total Value
Arrangement Containers
20
• Examples: Services
Online Statement BAI Reporting
Remote Deposit Capture Business Bill Pay
ACH Origination ACH Positive Pay
Positive Pay Reverse Positive Pay
ZBA Sweep Consumer Bill Pay
CD ROM Image Stmt Mobile Banking
Controlled Disbursement Payroll Card
Wholesale Lockbox Business Mobile Banking
Wire Origination Payroll Services
Courier/Armored Car Service Sweep Services
Business Value of Enhancements
21
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
Extended Attributes
22
• Bank configured customer, account, note and commitment-level data attributes by category
(examples)
Category Code Category Code Description
COMP Compliance
DEMO Demographics
RISK Risk
BAL Balance information
LOAN Loan information
Mrktng Marketing
OTHER Other data
Extended Attributes
23
• 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
Business Value of Enhancements
24
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
BIC Certified Reporting
25
• 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
BIC Certified Reporting
26
Reports will be
produced using
Crystal Reports
and the Web
Intelligence
tools offered by
Business
Objects
27
Timeline for Implementation
• 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
28
• 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
Customer Management Timeline
Customer Management Companions
29
*Exact availability is TBD
Customer Management
Deposit Origination
Service Request
Management
Contact Center
Sales Management
Mobile Banker
Business Intelligence
Relationship Value
Management
MarketingSuite
Prime (EDD
Reporter)
Enhanced Risk
ManagementX X X X X
Arrangement Containers * * * * * * *
Extended Attributes
X X X X X * X * *
BIC Certified Reports
X X
Customer Management Timeline
30
• 2018 Milestones
Move to Readiness
Readiness testing
Move to Production
Q1 2018
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 2018
31
Total Customer View
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
Key Principles of the IBS User Experience
33
Improve Performance Focus on Customers Maximize Opportunities
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
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
34
Total Customer View
35
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
Marcia Corner