How you can enforce successful Customer Communication by using Adobe solutions. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.

1. Agenda
 Welcome
 Adobe & Customer Experience Management
 Introducing the Adobe Digital Enterprise Platform
 Customer Experience Solutions – Part 1 - Customer Communication
 Customer Experience Solutions – Part 2
 Partnering with Adobe
 13:00 Closing comments
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 1

2. Customer Experience Solutions – Customer Communications
Dieter Hovorka | Technical Manager MENA/MED/SAH, Solution Consulting
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

3. Adobe’s Customer Experience Solutions
BUSINESS
Adobe Customer Experience Solutions
Web Experience Social Brand Selection & Unified Customer
Management Engagement Enrollment Workspace Communication
s
Learn Validate Decide Use Commit
Integrated Content Review
IT
Adobe Digital Enterprise Platform
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 3

4. The Challenge: Rising Expectations for Engagement
Customers want the right
communication at the right time
through the right channel
• Timely
• Accurate
• Convenient
• Secure
• Relevant
Yet 82% of consumers ended a
relationship with a business due to
a poor experience. Almost half of
those turned to a competitor.
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 4

5. The Challenge: Efficient, Engaging Communications
labor, compliance,
IT reliance,compliant,
Efficient,
Engagement
multiple systems
agile
Customer
Correspondence
underutilized
customer touch
Bulk Statements point, lost
Useful, personalized, opportunity
differentiated
Cost Per Transaction
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 5

6. Solution: Customer Communications solution
Engaging, efficient communications that are right
for your customer and best for your business
Engagement
Correspondence
Management
Reduce Costs
Interactive Increase Sales
Statements
Increase Compliance
Increase Loyalty
Cost Per Transaction
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 6

7. Customer Communications: Core Capabilities
CORRESPONDENCE MANAGEMENT
CREATION OF CONTENT DOCUMENT DELIVERY AND
AND TEMPLATES ASSEMBLY ARCHIVING
Improve Correspondence Management by centralizing and
managing the creation, assembly, and delivery of secure,
personalized, interactive correspondence.
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 7

8. Customer Communications: Core Capabilities
INTERACTIVE STATEMENTS
THE CUSTOMER STATEMENT IS A GREAT OPPORTUNITY TO
ENABLE SELF-SERVICE CROSS-SELL AND UP-SELL BUILD LOYALTY
Transform Static Statements into a
Dynamic, Two-way Customer Engagement Channel
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 8

9. Your Priority: Improve Customer Experience & Loyalty
Challenge Solution
Static one-way communication wastes • Rich, personalized experiences
opportunities to connect with • Improved convenience using embedded
customers and build loyalty interactive self-service capabilities
• Ensure consistency and timeliness across
communications
• Include tools to help and advise
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 9

10. Your Priority: Improve Compliance and Agility
Challenge Solution
Lack of controls raise compliance • Minimize IT reliance
risks, undermine brand image, and • Simple UI for business users to quickly
make correspondence harder, slower, respond to content & templates changes
& more costly to manage • Shared, centralized content repository
• Audit trails to enforce policies
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 10

11. Your Priority: Boost Productivity and Reduce Correspondence Costs
Challenge Solution
Costs associated with ensuring • Simple UI for front-line employees to:
compliance, labor, and maintaining • Use pre-approved or ad-hoc content
separate correspondence systems. • Preview documents
• Replace many systems with one unified
communications platform
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 11

12. Your Priority: Reducing Call Center Costs
Challenge Solution
Exploding call center costs and stalled • Self-service options with-in the
adoption of online services statement
• Embedded chat options drive requests
to lower cost channels
• Include tools to help and advise
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 12

13. Your Priority: Increasing Sales and Margins
Challenge Solution
Under-utilized marketing channel on • Include personalized, targeted offers
a regular customer touch point customers can instantly act on
• Improve conversions with rich, Flash-
based experiences
• Instrument, analyze and optimize
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 13

14. AIB Significantly Improves Process for Outbound Communication
Allied Irish Bank (AIB)
Financial Services
Challenges Results
• Replace a manual outbound correspondence • Significantly improved process for outbound
system correspondence
• Introduce an automated audit process for swap • Improved audit capabilities
confirmation deals
• Enhanced user interface
• Deliver an automated review and approval • Created a platform for future enhancements
process of swap confirmations
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 14

15. IRMF Improves Statement Access For Members and Employers
Illinois Municipal Retirement Fund
Government
Challenges Results
• Provide members and employers with efficient, • Improved service delivery to employers and
secure access to IMRF documents members by delivering correspondence online
faster and more efficiently,
• Improve the ability for IMRF employees to
complete work items in a timely fashion • Accelerated the generation of member statements
by 68%
• Improving document archiving processes
• Drove additional value from investments in legacy
systems
“Adobe enables IMRF to deliver better service to its employers and members by producing and delivering
correspondence faster and more efficiently, and by improving operational effectiveness,”
Curtis Walter, eService systems manager, Illinois Municipal Retirement Fund
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 15

16. Secure, Interactive Electronic Billing Statement
Large U.S. Wireless Carrier
Challenges
• High costs of processing bill payments
• Low adoption of existing electronic billing
solution
• Electronic delivery method that ensures security
of customer information
Results
• Reduced costs of processing bill payments
• Improved experience for customers
• Secure electronic delivery of customer statements
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 16

17. E.ON Impacts the Bottom Line
E.ON
Power and Gas Industry
Challenges Results
• Reorganizing the business by separating its sales • Provided a flexible platform to support 1,000 end
and customer care divisions users
• Processing 1 million correspondence letters • Increased customer satisfaction
generated by over 1,000 users across sales and
marketing
• Boosted revenue
• Increasing complexity and cost to maintain • Improved employee productivity
systems due to the organization • Simplified integration and lowered maintenance
costs
• Enhanced correspondence with partners and
employees
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 17

18. State-of-the-Art Correspondence Management System
Large German Insurance Company
Challenges Results
• Automating client correspondence • Delivered an innovative correspondence
management system on an aggressive schedule
• Standardizing on a consistent brand
• Eliminating data errors and process redundancy • Increased process efficiency and reduced errors and
administrative costs
• All of the above with a short timeline • Improved consistency of customer service
• Delivered standardized format for customer
communications
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 18

19. Demo
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

20. The Solution: What Sets Adobe Apart
Interactivity
• Let customers respond to communications
• Leverage free Adobe Reader & Adobe Flash
Player
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 20

21. The Solution: What Sets Adobe Apart
Interactivity
• Let customers respond to communications
• Leverage free Adobe Reader & Adobe Flash
Player
Secure Delivery
• Only authorized recipients can open
• Customers can be sure it is from you
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 21

22. The Solution: What Sets Adobe Apart
Interactivity
• Let customers respond to communications
• Leverage free Adobe Reader & Adobe Flash
Player
Secure Delivery
• Only authorized recipients can open
• Customers can be sure it is from you
Extensibility
• One platform for all correspondence types
• Streamline correspondence processes
• Expand to other Customer Experience
solutions
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 22

23. Louis the XIV said once: „everything starts with
the customer.“
23
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

24. How to win big with Customer Communication
Objective: Select 1 of your top suspects and plan the engagement strategy
Identify Target Executive Sponsor
LOBs
CxO Legal, Customer
Services
Head of Corporate
Marketing
Primary
Entry Point Title: _______________
& Path Name: ______________
© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 24

25. ???
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26. © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.