Estatement Solution Using Newgen Customer Communication Management CCM Solution

1. Case Study BANKING
E-Statement solution using Newgen's
Customer Communication Management
(CCM) Solution
SOLUTIONS FOR BUSINESS PROCESS & DOCUMENT MANAGEMENT
For a leading bank in Nigeria
Overview
The client has become one of Nigeria's leading financial institutions within
the last five years. It is one of the top 10 banks in Nigeria in terms of asset
base and leverages its global network to showcase its expertise in Treasury,
Cash Management and Trade Finance.
The Challenges
The client had more than 10 applications in use to meet customer electronic
communication needs, which they wanted to consolidate into one single
application. Additionally, the client was also looking for a solution to make
a new application for statement generation. Some of the other key concerns
were as follows:
Ÿ No unified application to generate multiple output format depending
Challenges upon the customer's requirement
Ÿ No unified application to Ÿ Changes in design, formatting, inserting rules for marketing information
generate multiple output format was very time consuming
depending upon the customer's Ÿ Consolidating the statements for various products
requirement
Ÿ Manage multiple output channels - The bank had different systems in
Ÿ Changes in design, formatting, place for print, email and web. This caused major hurdles when changes
inserting rule for marketing needed to be made across these channels on short notice. This led to
information was very time issues like higher turn-around-time, long approval cycles, lack of a
consuming intuitive versioning mechanism and multiple templates
Ÿ Manage multiple output Ÿ Reduce operational cost
channels
Ÿ Reduce IT department's load and distribute work load amongst
Ÿ Cross selling of products & respective departments
services
Ÿ Cross selling of products & services - The bank wanted to offer a new
range of products to its customers. For which, they needed a solution that
would help them to cross-sell these products using the electronic/web
medium. The solution was also needed to align the right offer with the
right customer based on the analysis of their transactions
Ÿ Distribution and specialized printing
The Solutions
Newgen proposed its CCM suite- Omni Output Management System for
statement generation & presentation for the client's retail as well as
corporate customers. O2MS was connected to the various databases which
were available to generate statements for all services being availed by the
customers. With the proposed solution the client's customers were able to
view the details of their account along with related services. The proposed
system also facilitated segregation of statements based on customer
category. For e.g. statements for high net worth individuals could be
prioritized in the printing and distribution queue. The O2MS solution
provided the necessary flexibility not only to consolidate statements but also
generate product wise statements based on customer requirements. It also
gave necessary integration mechanisms to cater to future needs of
integration with any legacy or third party systems. Apart from this, Newgen
also provided the effort estimation for the same separately.
www.newgensoft.com

2. Case Study BANKING
The Benefits
With the deployment of Newgen's solution the client was able to meet
customer electronic communication needs and also acquired a statement
generation application. The client was able to attain the following benefits
by using the Newgen solution:
Ÿ Manage multiple output channels
SOLUTIONS FOR BUSINESS PROCESS & DOCUMENT MANAGEMENT
Ÿ Customized statements based on customer category
Ÿ Targeted one-to-one marketing
Ÿ Cross selling of products & services
Ÿ Personalized statements
Ÿ Reduced dependence on IT department
Benefits Ÿ Customer Service Executives could generate statements on demand
Ÿ Manage multiple output Ÿ Reduced TRT for Ad-hoc generation.
channels Ÿ Ad-hoc Reports / Customer Behavior Analysis
Ÿ Customized statements based on Ÿ Distributed & specialized printing
customer category Ÿ Pin code / Barcode sorting
Ÿ Cross selling of products & Ÿ Consolidated statements
services Ÿ Reduced printing costs
Ÿ Customer service executives Ÿ Reduced distribution costs
could generate statements on Ÿ Ability to outsource printing
demand
ŸVendor dependent print spools
Ÿ Ad-hoc Reports / Customer
Behavior Analysis About Newgen
Ÿ Distributed & specialized
printing Newgen Software is a leading global provider of Business Process
Management (BPM), Enterprise Content Management (ECM) and Customer
Ÿ Pin code / Barcode sorting
Communication Management (CCM), with a global footprint of 850
installations in over 45 countries with large, mission-critical solutions
deployed at the world's leading Banks, Insurance firms, BPO's, Healthcare
Organizations, Government, Telecom Companies & Shared Service Centers.
Newgen Software has been positioned in the Magic Quadrant for Business
Process Management (BPM) and Enterprise Content Management (ECM).
The company has been recognized by distinguished analyst firms like Frost
and Sullivan as A 'Hot Company to Watch for' in their global ECM Market
report, 2009 and by IDC in its exclusive report “Newgen Software: Global
Leader in Business Process Management and Document Management
Solutions”.
Newgen's Quality Systems are certified against ISO 9001:2008 and
Information Security Standard, ISO 27001:2005. Newgen has been assessed
at CMMi Level3.
Newgen prestigious clients include HSBC Bank, Deutsche Bank, Hua
Nan Bank, ABN Amro Bank, ICICI Bank, IDBI Bank, State Bank of
India, ING Vysya Bank, CitiFinancial, RAK Bank, Bank of Tanzania, Max
New York Life, Bajaj Allianz, Royal Sundaram Alliance, Unilever,
Philips, GE Countrywide, EXL, Satyam Nipuna, iGATE, Core 3, Ranbaxy,
GSL, Kenyan Airways and SEC Phillipines.
www.newgensoft.com Newgen Software Technologies Ltd., India
A-6, Satsang Vihar Marg, Qutab Institutional Area, New Delhi 110 067
Tel: +91-11-26964733, 26963571, 26856871
Email: newgen@newgen.co.in
Newgen Software Inc., USA
Washington DC Metro Area, Newgen Software Inc., 1364 Beverly Road,
Suite 300, McLean, VA 22101, Tel: +1-703-749-2855, Tel: +1-703-439-0703
Email: usa@newgensoft.com
Newgen Software Inc., UAE
SSC.-CS-ABNK-01
Newgen Software Technologies Off No: 314, Building No: 3, P O Box. 500297,
Dubai Internet City, Dubai, UAE, Tel: +971 44541365, Fax: +971 44541364
Email: emea@newgensoft.com
E-mail: corpmkt@newgensoft.com