Who is my customer, how does he behave? Where is he? Is my customer really who he says he is? Correct customer knowledge and up-to-date data that are of good quality is essential to companies. Especially when the economic outlook is not very positive.

1. The added value of an integrated customer view Luc Brouwers Brussels, 12th March 2009

5. 1. Atos Consulting Belgium Strategy & Innovation Leadership Customer Management Leadership Procurement Leadership People & Change Leadership Operational transformation Leadership Finance Leadership IT Leadership Financial Services Consumer & Industrial Markets Telecom, Utilities & Media Public Services

6. 2. Vision of the market Optimal business and IT flexibility in a networking environment Product-oriented organization (Silo) Customer-oriented modules In the future, companies will reuse processes and modules in order to offer optimal flexibility to the customer and increase the efficiency. Multichanneling, Digitize customer focussed chains, Straight Through Processing and Knowledge Management Product-oriented IT Standardization of technology in back-office Standardized processes and data Optimal business and IT flexibility Towards customer-oriented Separation of front-, mid- and back-office Customer-oriented organization Step 1 Step 2 Step 3 Step 4

7. 3. Atos Consulting’s approach Customer Output Delivery Channels Service Delivery Channels Factory Factory Corporate Staff & Support Functions IT HR Finance Legal Relationship and Product Management Label C Label B Label A Channel 2 Channel 1 Channel 3 Channel 4 Sales Product Configuration CRM Distribution Management Provider mgt Knowledge mgt Phone Fax Email Mail Internet B2B Other Phone Fax Email Mail Internet B2B Other Factory Business Architecture Product Process Organisation IT Architecture Information Application Infrastructure Banking Product lifecycle Banking: Processing and Management Insurance Product lifecycle Insurance: Processing and Management Business Architecture Product Process Organisation IT Change Application Infrastructure Product Y Product lifecycle Y: Processing and Management Product X Product lifecycle X: Processing and Management Performance Management Archive

11. 4. Case: Benefits Easier access (anytime and anywhere) Reorganized data (master data) Improved communication and efficiency Reduced processing time Less FTE involved in the process Improved customer satisfaction Cost Reductions Benefits Improved data quality Reduced storage and delivery costs

13. For more information please contact: Luc Brouwers Managing Partner m +32 (0) 499 96 37 64 [email_address] Atos Consulting Da Vincilaan 5 1935 Zaventem www.atosconsulting.be