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© Intense Technologies limited 2013-14© Intense Technologies limited 2013-14 www.in10stech.com
Delivering Agile Customer Experience
in the Nexus Era
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© Intense Technologies limited 2013-14
Business Essentials
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Business
Customer Regulatory
BodiesConsumer Protection, Safety and Benefit
Technologies
 The lifeblood of any
business are its
customers
 Customers IMPACT
businesses directly
 Businesses need to
“KNOW” their
customers – Bio-metrics
to Demographics, Likes,
Choices, Spend / Buy
Patterns, Build Long-
term relationship –
Customer loyalty etc –
all through
TOUCHPOINTS
 Making them delighted
through their services is
why Businesses exist in
first place
Every touch point is an opportunity for the business to make that brand
impact by providing Agile customer experience

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© Intense Technologies limited 2013-14
Framework for agile customer experience
3Vertical Agnostic
Telecom
Banking
Insurance
Manufacturing
Government
Welcome kit
Telecom bill
Statement
Policy document
Premium receipt
News letter
Promotional campaign
Mailer
Payment alerts
SMS
E-mail
Print
Web
Mobile
Social
Touch point Agnostic Channel Agnostic
Verticals Communication Channels
U N I F I E D P L A T F O R M

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© Intense Technologies limited 2013-14
Today’s highly tech savvy customer
4Is always connected through social, mobile and cloud
“ I would like my Telephone bills
Help me get more For less.”
“ I want my Insurance Policy
to Provide me with Total
Peace of mind. ”
“I want to track Invoices,
Purchase orders, Credit
Notes etc, Accurately, with
least amount of effort.”
It should be easy for me to
see doctor easily and receive
good treatment – in case I fall
sick…
I want to easily order for more
services using my mobile
phone – for anything – tickets,
food, stuff etc.
“I would like my Monthly Bank
Statements help me manage
my finances Better.”

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© Intense Technologies limited 2013-14
Social and Mobile Forces
Social
 A faster richer ubiquitous conversation
 Word of mouth spreads rapidly regardless
of – The good the Bad and the Ugly –
Cuts both way
 Businesses need to tap into these
conversations
 Media – can go viral
 Customer interaction in real time posts
through FB, Twitter etc
 Build customer communities – to share
similar customer experiences
 Helps Brand building
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Mobile
 The primary computing Platform
 Wireless connectivity for voice and data –
2G/3G/4G
 GPS, Camera, Sensors – Audio, Video – multi-
media field data capture
 Media – can go viral
 Native App vs Hybrid apps – HTML5 – ensures
true cross-platform execution on devices of all
form factors
 Replace Forms capture with in-situ real time
data collection and upload to Cloud server
thus eliminating paper and cutting dow
Cloud
 The expectation of ubiquitous access
 Cost Effective
 Elastic Scalability
 Wide Reach – Centralized Data
storage and accessibility
Information
 Structured and UnStructured data mining
 Big Data evolves towards wisdom – the
ubiquitous Progress bar
 Customer Profiling
 Contextual information along with relevant

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© Intense Technologies limited 2013-14
Agile Experience
 RETAIL Customers
– Right message at the right time
– Personalized services and content
– Instant interactivity in real-time
– Being pro-active and tracking customer behaviour
• Usage / Spend / Buy Pattern
– Always keeping the customer “Engaged” and Delighted
 Corporate Customers
 HNI Customers
 Family and Friends
 Senior Citizens
 Youth - teenage
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Agile is all about making every customer feel
special and important

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© Intense Technologies limited 2013-14
The nexus of forces
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Customer Touch points
 Service / Change Request
 Onboading process
 Service Activation and usage
 Recurring - Bills, Invoices, Premium
Payments, EMIs, Statements, POs
 Queries and Complaints
 Cross-selling and Up-selling of
services
 Customer usage tracking and special
offers and discounts
How does Business continuously ensure that each such touch
point is an Agile experience for the customer in this Nexus era…???

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© Intense Technologies limited 2013-14
Typical Customer Life Cycle
Win the right
customers -
Onboard
Build the
relationship
Strengthen
relationship
Create
customer
delight
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Prospect
New
Customer
Established
Customer
Established
Customer
Acquisition strategy
• Segment specific value
proposition
• High value proposition
Start up strategy
• Welcome call
• Welcome email
• Newsletter
• Membership
cards/privileges
Service strategy
• Differentiated service levels
• Personal account mgrs
• One-stop service
• Private hotlines
Increase stickiness
Increase Product Density
through Cross Sell

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© Intense Technologies limited 2013-14
Customer Profiling
Demographics
 First Name
 Age Group
 Gender
 Income Level
 Mother Tongue
Telephone Usage
 Minutes Usage
 VAS Usage
 National/ISD Usage
 Local Usage
 Data Usage
Network Profile
 Device Model
 Roaming Profile
 Base Location
 ARPU Profile
 Current Location
Medical History
 Blood Group
 Hereditary
 Lifestyle Habits
Credit History
 Loans repayment
 Credit / Debit usage
 Income sources
Preferences
 Books
 Travel
 Food
 Living

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© Intense Technologies limited 2013-14
KYC – Profile Data Capture Process
Application
Server
File
Server
Database
Server
Internet Firewall
Workflow
Engine
Auditing
Data Entry
Warehouse
Exception
Handling
DMS
Business
Rules Engine
Web services APIs DB links
Activation SMSC CRM
Process Flow
Interfacing
Mail
Work flowData Upload
Bio metrics
Mobile
Data Capture

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© Intense Technologies limited 2013-14
Customer
Appending scanned
customer documents
to eForms
Retail outlet of Telecom Operator
Data upload
• Data entry into eForms
from physical forms
• Service activation
trigger
• Initiation of workflow
Data entry of biometric
details
Customer
Mobile application to
enable document capture
from smart phones
Agents Location
Data entry
Scanner
Bio-metric
Picture
Data Repository
Agents
Location
Mobile
Application
ID capture
Form capture
Image Capture
Sign capture
Agile Document Capture

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© Intense Technologies limited 2013-14
Data entry of
the customer
details
scanned
capture of KYC
documents
Online Data
Upload to KYC
server
Offline saving
of KYC Details
(Local Folder)
Finger print
capture Through
Biometric Device
Photo Capture
Through Camera
Profile Data Capture

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© Intense Technologies limited 2013-14
Profile Data Capture using Mobile Phone

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© Intense Technologies limited 2013-14
Data
Capture
Data Upload
• Offline Storage of KYC details
• XML transfer of data
• SIM Number unique identifier
• KYC Documents tagging to SIM Number
• Online upload of KYC Details
• GPRS Connectivity
Firewall
XML
FTA Server Staging
Server
Case
Management
Instant Data Upload to Cloud

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© Intense Technologies limited 2013-14
Agile onboarding process
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Faster customer acquisition at
door step
Easy capture of customer details- POA/
POI/ Photograph/ CAF/ Metadata etc
No huge costs involved in the process
of customer acquisition
Scanner replacement to use Mobile for
capturing customer documents

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© Intense Technologies limited 2013-14
Customer Identity
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Jeff Jones
180, Bulloch Ave.,
Roswell GA - 30075
J. Jones
180, Bulloch Avenue,
Roswell, Georgia –
30075-1234
Service 2Service 1
Jeff Jones
P. O. Box 11245
Roswell GA – 30075-
1234
Service 3
Jeff Jones
180, Bulloch Ave.,
Roswell GA – 30075-
1234
Service 4
Unavailability of persistent, sharable and trusted version of customer data
Identify important customers availing multiple services to gain a
holistic view of all relationships

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© Intense Technologies limited 2013-14
Home ID Creation
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Home
ID
Daughter
Ms. Jane
Duncan
-Child account
Mother
Mrs. Jamie
Duncan
-Credit card
and Savings
Son
Jack Duncan
-Credit card
Father
Mr. Jeremy
Duncan
-Savings
account
Common
Address:
475 Wall Street,
Princeton,
New Jersey
08540
Home ID 226253

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© Intense Technologies limited 2013-14
Consolidated Statement
Unique ID connecting
Multiple Lines of
Business
Customer Registered Services
( Postpaid, Broadband, Fixed
Line)
Close sell internal Service
(Customer not registered for)
Up sell through relevant
marketing messages

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© Intense Technologies limited 2013-14
Reports
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© Intense Technologies limited 2013-14
Marketing
campaigns
IT operations
CRM
MarketingCompliance
Management
• Increasing operational
costs of sending bills
• Stringent SLA’s for
change management and
distribution
• Customer dissatisfaction
over CSR response
• Building customer loyalty
• Inability to send targeted
marketing messages
• Delayed time to market
• Security of customer
sensitive information
accessible to CSR’s
• Changing regulations for
displaying information on
the bills
• Faster TAT to generate
reports on customer
transaction data
• Customer churn
Stakeholders of
customer
communication in
a TSP
Bill
Customer
Customer Communications Challenges
Print
E-Mail
SMS
Selfcare
Fax
Communication
channel mix
Different objectives of various stakeholders through customer communications that reaches the
customer through multiple channels

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© Intense Technologies limited 2013-14
No Single Point of truth for multiple touch points
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Customer information in
multiple systems
Discrepancies in information resulting in inconsistent communication across
various touch points and greater storage and maintenance costs
Multiple applications for multiple
customer touch points
CRM
Billing
Legacy
Print
E-mail
SMS
Web

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© Intense Technologies limited 2013-14
Web presentment
SMS alerts &
notices
Dunning Letters
Dispute Resolution
Letters
New Marketing
Mailers
Reminder Notices
Customer Care
Letters
HTML Email Body
Interactive PDF
Self care/Corp Care
Communications
E-MailPrint Duplicates(CRM)
360
◦
Communication Engine
Customer
Single application caters
to multiple lines of
business
• Post paid
services
• Pre paid
services
• Broadband
services
• DTH services
Multiple lines of business of TSP
Communication
Engine

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© Intense Technologies limited 2013-14
Improved customer loyalty with personalized
and clear bills
Insertion of OMR
Marks for
automating bill
finishing
Specially
branded bills on
special occasions
Two-Up table for
effective
utilization of
paper real estate
Periodic up-selling of specific
high value services
Billing summary as a snapshot for “at a
glance” clarity
Insertion of
multilingual
messages for
personalized
connections
Leveraging
customer
relationships
through
customer-
specific,
targeted Cross-
selling
Data formatting options like font
type, size, etc. to enhance data
presentation
Insertion of barcodes for Bill
tracking
Highlighting important
customer information to
make a greater impact

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© Intense Technologies limited 2013-14
Customer Loyalty Points
Out standing balance = 721
Computation-0.5 points for every 1 Re
Hence, 721 X 0.5x = 360

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© Intense Technologies limited 2013-14
Graphical
representation
of account
summary
across various
accounts
Graphical
representation
of assets and
liabilities
Ability to view
summary
details of
various
accounts
Frequently used tools.
Services through Self-care Portal

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© Intense Technologies limited 2013-14
Single point of truth

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© Intense Technologies limited 2013-14
Leads
Analysis
Campaign ROI Lead Tracking
Campaign
Analysis
Campaign
RevenueLead
Management
Management
Measurement
Execution
CampaignCreationCustomer Engagement - Campaign

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© Intense Technologies limited 2013-14
Agile Customer Engagement
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© Intense Technologies limited 2013-14
Electronic bills
enable
organizations to
Faster revenue (ROI)
realization due to
prompt payments
Impact of Electronic Bills
An average large company sending invoices to consumers via e-
billing can save at least $13.1 million per year…..Gartner
Improve customer engagement,
increase conversions and
induce greater convenience
through faster communication
Strengthen the
“Go green”
initiatives of the
organization &
reduce carbon
footprint
Enhanced e-mail
penetration, reduced costs
of customer
communications, efficient
time management, Single
statement across multiple
LOBs through convergence

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© Intense Technologies limited 2013-14
Register and
remember
Password
Traditional electronic bills: Self-care : May make bill view process tedious.
Check e-mail
alerts of bill
generation
Logon to
Portal to view
analyze bill
Analyze spent
pattern and
pay online
step1 step2 step3
Bill as passive e-mail
attachment
Traditional electronic bills: e-mail
 Mandate visit to online portal for
making payment
 Inability to analyze transaction data
 No option to register feedback and
service requests
Increasing adoption rates of customers via e-delivery and
online payments, hence catering to greater customer
convenience
Increasing Customer Convenience

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© Intense Technologies limited 2013-14
Interactive PDF Policy Statement

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© Intense Technologies limited 2013-14
Views based on
user access
permissions
(e.g. Admin,
CEO, Cost
center head etc)
Ability to raise and
track tickets for all
contracts and
services
Enterprise users
can change
passwords, update
personal
information and
subscribe to
various alerts
Options to
choose the type
of service to
generate
customized
reports
User personalized Dashboard;
Option to expand, collapse and re
arrange widgets based on user
preferences
Ability to sort on
various fields to
generate useful
insights 32
Corporate Dashboard

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© Intense Technologies limited 2013-14
Availability of
custom reports
based on
transactions and
service type
Standard
reports like
interstate
breakup,
connection wise
discount are
made available
Reports can be
customized as
the columns
can be sorted,
grouped,
filtered,
swapped to
cater to
business needs
Reports on connection
comparison and service
comparison
Reports on trouble tickets
raised and status of the
tickets
Corporate Reports
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Graphical view of the reports
are made available

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© Intense Technologies limited 2013-14
Overall Enterprise-wide Benefits
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Single solution for customer life cycle management
Increased Revenue
• Transpromotional one-to-one marketing
• Third-party advertisements
• Targeted marketing campaigns
• Reports-enabled informed decision making
Reduced Operational Costs
• Reduced manpower & maintenance costs
• Easier change management
• Optimized statement real estate
• Reduced distribution costs
Enhanced Customer Experience
• Customer loyalty through targeted offers
• Instant duplicate statement delivery
• Effective CSR response
• Online access to customers data
Efficient Cash Flow Management
• Reduction in bill delivery cycles
• Electronic distribution of bills
• Enabling online payments
• Tracking of bounced mails and invoices

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© Intense Technologies limited 2013-14
Business Impacts
 Side Effects
– Data Explosion – Big Data harnessing technologies
– Security – all the time everytime – upgradation
– High Costs
– Regulatory Compliance
– Handling high volumes of customers and keeping each one of
them delighted 35
 Benefits
– Eliminate Paper and reduce time to service customers
– Capturing of unstructured and structured data provides authenticity to
the captured data
– Streamline and integrate various processes and enhance efficiency
and productivity
– Scale your business in an unlimited manner reaching out to large
number of customers

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© Intense Technologies limited 2013-14
Question & Answers
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© Intense Technologies limited 2013-14
Thank you
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38.
© Intense Technologies limited 2013-14
Secunderabad
A1, Vikrampuri
Secunderabad - 500 009. AP, INDIA
Tel: +91-40-44558585/27849019/27844551
Fax: +91-40-27819040
e-mail: info@intense.in
Noida
A-1/E, Sector - 16
Noida - 201301
Uttar Pradesh
Tel: +91-120- 4743900 to 10
e-mail: sales.delhi@intense.in
Mumbai
101, Vaishnav Apt, Dr.Charat Singh Colony
Nr. Solitare Corporate Park, Chakala, Andheri (E)
Mumbai - 400 093.
Tel: +91-22-32419713/32064648/28253400
e-mail: sales.mumbai@intense.in
Bangalore
103, Krishna Chambers,
20/21, Konena Agrahara, 5th Cross,
Airport Road, Bangalore - 560017
Tel: +91-80-324 91083/30588333/9741922511
e-mail: sales.bangalore@intense.in
INDIA
10481 NW 36 Street,
Miami FL 33178 USA
Tel: +1 954 545 2037, GSM: +1 305 509 1250
e-mail: jaime.diamand@in10stech.com
UNITED STATES OF AMERICA
9, Temasek Boulevard # 19-05
Suntec Tower 2
Singapore 038989
Tel: +65-8288-1859
SINGAPORE
P.O.Box 88174,
Dubai
Tel: +971-4-2653202 / 56-6499568
e-mail: info@intense.in
UNITED ARAB EMIRATES
Intense Technologies Limited
About Intense Technologies
Intense Technologies is an enterprise software products company offering productized solutions across customer communications management, content management and information
management domains. Intense's solutions are backed by strong domain expertise and best practices drawn from client engagements across Telecom, Banking, Insurance and
Manufacturing verticals.
Intense’s solutions deliver compelling ROI to enterprises by way of rich customer experiences, improved operational efficiencies and reduced costs across customer-facing business
functions. Our solutions are architected to give agility to business processes and provide a sustainable competitive advantage.
© Intense Technologies limited 2013-14 www.in10stech.com
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