Personalised Customer Communications as your competitive advantage using

Personalised Customer Communications as your competitive advantage using x. Pression AFP Brugergruppen 2008 Peter Cameron – Technical EMC Document Sciences Jan-Fredrik Seeberg – Partner Sales Manager © Copyright 2008 EMC Corporation. All rights reserved. 1

Agenda EMC and EMC Document Sciences – – – Market Landscape Our Customers Our vision Current Customer Position Customer Communication Challenges x. Pression – Customer Communication Management – Architecture Detail – Use Case Excamples Demo Q/A © Copyright 2008 EMC Corporation. All rights reserved. 2

EMC Leading the Way We are a Information Infrastructure Company 12, 5 Billion USD revenue 2007 More than 4 Billion USD in R&D and acquisitions the last 4 years 37. 000 employees, appr 400 in the Nordics – 4. 000 employees in Content Management. 1. 000 on development. Recognized as leader within the most areas we are doing business – – Enterprise Content Management Records Management Business Process Management Input Management – Document Output Management – – – Storage systems Storage Resource Management Archiving Replication Security (RSA) Server Virtualization (VMware) © Copyright 2008 EMC Corporation. All rights reserved. 3

EMC Document Sciences § Leading provider of customer communications software and services § 550+ Blue chip customer base with 250+ financial services / insurance customers § Award-winning x. Pression product suite; V 3 launched in August 2007 § 600 Employees in 3 continents, world-class professional services organization. § Acquired by EMC in March 2008. Now a part of EMC Content Management and Archiving (CMA) Awards: © Copyright 2008 EMC Corporation. All rights reserved. “Market Leader in Insurance and Banking” “Top Document Solutions Vendor in Insurance” 4

Our Customers § Over 550 Global 2000 clients § Over 50 FORTUNE 500 companies and 250 financial services customers § Industry concentration: • • Financial Services Insurance Print Service Providers Government Manufacturing Utilities Generating Over 2 Billion Telcoms Customer Communications every Month ! © Copyright 2008 EMC Corporation. All rights reserved. 5

Vision repurposing of content in any format merging it with data in any format producing personalized documents in any format for distribution to any channel © Copyright 2008 EMC Corporation. All rights reserved. 6 6

Current customer position § Multiple systems-a mixture of 3 rd party products and home grown solutions producing documents and communications § Difficult to manage the 100/1000’s of document templates § Documents created and maintained by IT § Delivery channels traditionally via print and in batch § Business process’s paper based § Similar output and/or output to the same customer § High administrative cost maintaining and supporting multiple systems § Minimal control and consistency in what is sent out © Copyright 2008 EMC Corporation. All rights reserved. 7

Current customer position - continued § Traditionally statements, reports, contracts and correspondence § Little consistent branding and standards across communications and documents § Minimal adherence to regulatory requirements § Minimal personalisation § Customer response slow and not always relevant § Batch, little transactional communication © Copyright 2008 EMC Corporation. All rights reserved. 8

Why Should You Care About Personalised Customer Communications? Response rate improvement using personalized communication Cost to acquire new banking customer 500% New customer attrition: 30 -40% Why? Dissatisfaction: 35 -40% database, text, images Source: Rochester Institute of Technology Digital Printing Study $325 Source: Document Sciences Analysis, Tower. Group, 2006 World Retail Banking Report Streamlining the account opening process is an imperative. Automation and BPM Optimizing the process across all customer channels Source: Celent, 2007 © Copyright 2008 EMC Corporation. All rights reserved. 9

What are the Customer Communication Challenges? Competition – – Upsell and cross-sell Timely communications Effective, relevant customer messages Expect rich customer experience Efficiency – Faster Time to Market – Ease of use, functionality – Straight through processing and automation Technology – – Unify print and web infrastructures Reduce cost, maintenance, IT management Eliminate redundant systems Build future proof infrastructure Customer loyality – More relevant and appealing documents – Multiple channels to suit customer preferences – Compliance to regulations and branding © Copyright 2008 EMC Corporation. All rights reserved. 10

x. Pression © Copyright 2008 EMC Corporation. All rights reserved. 11

x. Pression meeting the Personalised Customer Communications need Target Postcard, Direct Marketing Input Correspondence, Incentives Win Back Collateral, Brochure, Online fulfillment Process Target Customer Life Cycle Scanners Application and faxes. Retain output Manage Problems Acquire Deliver Contracts, Policies Inquire Portal Data and Acquiredocuments Business applications Welcome Develop – Streamline contract creation process – Ensure accuracy and consistency Develop Paper and e-forms Statements, Incentives – Empower micro-marketing initiatives – Improve response rates and assure brand compliance Welcome Kit Correspondence Statements, Newsletters – Create a better customer experience – Drive revenue enablement via crossselling Retain – Improve customer loyalty and retention – Expand revenue opportunities through up-selling Manage – Target, acquire, develop and retain customers in a cost-effective manner – Streamline business processes © Copyright 2008 EMC Corporation. All rights reserved. 12

Customer Communications Management Designer End Customer Collateral x ml Batch Print x Design ml High-Volume Batch Email x Contracts ml x Web ml x ml Data Correspondence x Archive ml x ml Real-time, On-Demand Statements x ml Mobile Content © Copyright 2008 EMC Corporation. All rights reserved. 13

Comprehensive & Flexible Communications All types of customer communications: Collateral – High-end, graphically rich documents (marketing collateral and statements) – Textual, logic-intensive documents (contracts and correspondence) – High-volume document generation and distribution (statements and correspondence) Contracts – Negotiated documents that require collaboration (complex contracts) – Interactive documents (electronic correspondence and web pages) Correspondence Statements © Copyright 2008 EMC Corporation. All rights reserved. Benefits: • Richer customer experience • Greater customer loyalty and revenue • Increased cross-sell/up-sell opportunities 14 14

Real-time Interactive Back-Office: Shift from paper-based processes to BPM-enablement – Real-time or queued e. Mail, PDF or print generation from any workflow – Fully integrated into BPM approval and exception handling Customer-Facing: Shift from Print-Mail to Lower-Cost Web/e. Mail – Email delivery with web site links and PDF attachments – Real-time web site generation of static or fillable PDF – Real-time generation of personalized web pages with integrated e. Forms for “conversational” marketing applications x. Pression supports the generation of any personalized document type, from static (e. g. Adobe Postscript), to fillable (e. g. Adobe PDF), to fully dynamic (rich HTML/XML) with interactive e. Forms elements such as type-in fields, pulldowns, etc. © Copyright 2008 EMC Corporation. All rights reserved. 15

Solutions x. Pression Platform Corr. Business Applications Policies x. Response x. Press Solutions x. Press. Forms Statements x. Press. Derivatives x. Revise Collateral © Copyright 2008 EMC Corporation. All rights reserved. x. Press. Private. Client x. Press. Fund. Manager 16

Architecture Detail Highlights Real-time and batch processing Multi-channel distribution Application Layer x. Revise x. Dashboard x. Admin x. Design x. Presso for In. Design Dreamweaver x. Presso for Word Print x. Pression Controllers Web Email x. Assemble x. Pression Publishers Archive x. Batch ECM Java Data Exit © Copyright 2008 EMC Corporation. All rights reserved. Distribution J 2 EE Application Server x. Framework Open database and content integration Document Design Administration HTTP x. PRS Server Layer J 2 EE, XML, Web services x. Request x. Response Data / Content Layer Web architecture with web-based tools and thick design client End-User Applications Legacy Data XML Parse r XML Data JDBC Relational Data Customer Data x. Pression Database ECM Content 17

Where does x. Pression fit in within EMC? Input Forms & emails Search Document Management Process Records Reports Security Applications Information Lifecycle & Storage © Copyright 2008 EMC Corporation. All rights reserved. Output Compliance Documents & Faxes Content Federated Repository Data Dynamic Communication 18

x. Revise: Paperless Contract Negotiations x. Presso for Word x. Design Package Batch Print x. Revise with Word 2003 Email Bank/Counter Party uses Word 2003 with Track Changes Final Archive © Copyright 2008 EMC Corporation. All rights reserved. 19

Use Case Example Transaction Data From e. Form, Scanned Docs Counterparty ABC Corp. Type. Insura nce. Number. INR 4 5445 Jurisdiction United States. State. NYS pecified Entity. Biscyane Bank Document Generation During Set-Up Data values drive business Createdocument templates rules to generate withfrom text fragments template and business rules in Doc. Sciences x. Pression Multi-Channel Delivery Document formatted and rendered for selected channel Portal Paper Email Content Management Review / Edit Generated documents managed and archived in Documentum workflow used as routing engine Counterparty ABC Corp. Type. Insur ance. Number. IN R 45445 Jurisdic tion. United States. State. NY Specified Entity. Biscyane Bank © Copyright 2008 EMC Corporation. All rights reserved. Wireles s CDRom Fax 20

Example: New Account Opening Benefits: • Automates customer communications • Automatically part of legal record/transaction • Further streamlines operations © Copyright 2008 EMC Corporation. All rights reserved. 21

Storebrand customer experience Pain x. Pression offering Need of uniformity across the businesses One place to maintain all client communication across the businesses Document duplication through different hard Offer one easy-to-maintain solution x. Pression to maintain legacy systems Offer the use of one team delivering all documents needed to all clients through all No communication or cooperation between channels business areas/units to unify client Offer one team maintaining one system communication Different individuals supporting duplicated Offer all mails, letters, proposals and information systems to be produced in one highly automated processes Customers receives a number of mail shots, letters, proposals and information from Offer one message from multiple business areas different business units generated in errorin a uniformed way prone manual creation processes Postage cost to high One place maintain the company brand Branding Right information at the right time to the right client. They buy more Cross selling and up sell Offer new documents to be developed outside IT Time to market Offer technology for the future based on J 2 EE, Old technology SOA, Web services, ECM integration and the openness of Design Tools © Copyright 2008 EMC Corporation. All rights reserved. 22

General Motors GM needed a solution to more effectively generate its worldwide dealer contracts Dealer Contract Request – Migrate from legacy mainframe application – Enable contract request, approval workflow, electronic delivery and long-term archival – Maintain all contracts in compliance while providing the contracts group the ability to modify standard language as required Contract Mgmt Workflow GM solution with Documentum and x. Pression Contract Generation Approval Process © Copyright 2008 EMC Corporation. All rights reserved. Records Management – Interactive dealer contract generation request via Documentum Webtop with automated routing through contract mgmt workflow. – Reduced Cost by eliminating mainframe processing, and by improving operational efficiency through automation. Elimination of printing costs by shifting to PDF delivery. – Reduced Risk by providing audit trail capability, providing security and user access, and increased functionality and efficiency through greatly improved user experience for GM dealer contracts team. 23

Demo © Copyright 2008 EMC Corporation. All rights reserved. 24

The Value to Customers Allows organisations to deliver a more compelling customer experience – Leads to increased customer loyalty and revenue – Actively support cross-sell/up-sell activities Putting Content to use – Automates the creation and delivery of well-designed, highly personalized communications – Contracts, policies, statements, customized marketing collateral and correspondence Specialised solutions for specific use-cases – Interactive applications – delivering increased customer value – Correspondence & statement management – Loan origination, wealth management, brokerage/derivatives, new account enrollment, claims processing Best in class Document Output Management Technology – SOA Technology sets the bar for dynamic content publishing technology – Based on technology standards J 2 EE, XML, Web Services, JMS, MS. Net Comprehensive DOM platform – x. Pression product brings comprehensive set of components to for document design, assembly, composition, output processing and multi-channel delivery © Copyright 2008 EMC Corporation. All rights reserved. 25