FOR CUSTOMER-CENTRIC TRANSFORMATIONS
BUSINESS PROCESS
SOLUTIONS
TODAY’S CHANGING
CUSTOMER
The “Age of the Customer” has
introduced new pressures and
challenges that are forcing
organisations like yours to think in
new ways. The demand for superior
customer experience combined with
new mobile and social technologies
leave little margin for error.
Demographic changes, such as the thousands of Baby
Boomers retiring, are also dramatically impacting
today’s business environment.
Your customers want to interact with you, get
information,
and make requests — whenever and however they
want.
Customers do not think of their requests in terms of
being simple or complex transactions. The back office is
becoming
the front door to your customers — requests are
customers managing the business of life.
Your organization must not only keep up with changing
rules and regulations, but also the expectations of
today’s customers — all while remaining profitable.
This powerful yet simple software
solution brings together the following
core capabilities
Seize the opportunities
Meet the demands of your clients — and set yourself apart from your competitors — by enhancing operations with software and services from DST.
Through our combination of process expertise, industry knowledge and enabling software, we can help you transform your business processes to deliver superior customer experiences, reduce risk, and increase operational visibility.
Deliver the ultimate customer & work experience
Organisations worldwide use AWD®
, our business process and case management application, to align people, technology and departments to execute intelligent, effective operations.
AWD’s customer focus delivers the right “I” — information, interaction and insight — to the right people at the right time.
The AWD platform supports different work roles across your organisation, including:
\Create self-service experiences so customers can interact with you on their own terms.Forms can be built in AWD or accessed via integration with external form tools.
\Enable staff to effi ciently assist your customers when the required work is unstructured, complex and spans time. AWD’s case management workspace provides your knowledge workers with unprecedented visibility to complete customer events — no matter how many tasks, documents and participants are involved.
\Back-offi ce operations benefi t from the automation and work allocation AWD provides.Processes are streamlined as much as possible — delivering work to the people you consider most qualifi ed, in the right priority, at the right time.
\Provide managers with visibility into their operations with real-time productivity information.Built-in quality sampling helps you confi rm that work is consistently executed to the highest standards.
\Business staff can quickly manage daily process changes. Your IT managers and staff already have a full range of requests to handle. With AWD, their skills are focused on creating the services and integrations needed, not daily process changes.
\ Work Execution:
From complex, straight thru processing to straight to, AWD provides one platform to manage the different types of work that exist across your organization. AWD can help create the appropriate interactions for the right people at the right time to drive better outcomes.
\ Visibility & Monitoring:
Convert insights into better results by providing your managers with real-time visibility of productivity and quality metrics — enabling them to see how departments and individuals are performing against goals.
\ Quality & Control:
Confi rm that work is done accurately and is always in compliance with pre-set company guidelines. With AWD, managers can adjust quickly to ever-changing
requirements without lengthy development. \ Ease of Integration:
Easily integrate external data and applications across your enterprise to deliver exceptional customer service. \ Customer Centricity:
AWD is built to help you effectively and securely interact with your customers. Engage your customer where they are, at home or on the go. The integrated communications service helps you connect with customers personally, conveniently and accurately.
Work Execution Ease of Integration Customer Centricity Visibility & Monitoring
Build a business case for change
\ Value Management Practice:
Our Value Management Practice provides organisations the performance improvement guidance and process analysis assistance necessary to support the justifi cation of customer-centric business transformations.
We begin by working with you to understand what your customers need to experience from your processes to make their lives, easier, simpler and more successful. We partner with you to identify enhancement opportunities and develop a clear plan, with ROI, for process and business performance improvement so your organization can consistently deliver what your customers expect.
Align with an experienced partner
When you work with DST, you benefi t from:
our process and domain ex-pertise— we have more than 20 years of proven expertise in core operational processes
our global experience — we currently work with more than 400 clients in 20 coun-tries around the world
our long-term relationships — our fi rst client is still a client and several have worked with us for more than 20 years.
400
20
Visit dstsystems.com/bps
Email: awd@dstsystems.com
Take a look at our
proven results:
A Financial Services Provider:
\ Achieved 42% headcount savings across
processing teams by automating 86% of all
work items
\ And a 112% increase in daily work items
handled with no additional staff
A Retirement Plan Servicing Company:
\ Reported an 84% reduction in loan
processing time
\ And a 67% reduction in required FTEs
An Insurance Company:
\ Realised 100% business growth with
minimal staff increases
\ A 55% decrease in per-transaction
processing costs
\ And a 98% reduction in new account
setup time
A Large Asset Management Company:
\ Recorded a 53% reduction in
customer complaints
\ And a 30% improvement in staff productivity
A Loan Brokerage Company:
\ Saw a 25% increase in bottom-line commissions
\ And an 86% reduction of in-bound customer
service calls
Capture
Capture content from a variety of sources, including social media
streams, scanners, faxes, emails, documents, electronic transfer
and web services.
Content
Store and retrieve the supporting information needed to execute
work — including documents, PDFs, images and video.
Design
Easily build processes and manage change without an IT cycle —
there’s no gap between model and production for process design.
Orchestration
Improve interactions within your company and with customers by
harmonizing people, technology and data.
Monitoring
Enhance performance and customer experiences with real-time and
historical analytics. All data, including line of business, is captured
automatically and available for reporting.
Communication
Create personalised, multi-channel client communications while
controlling messages and recording interactions.
Role-based work experiences
Whatever the role — processor, knowledge worker, supervisor
or executive — AWD helps coordinate work experiences
throughout your organisation. Every staff member receives
the information and insight needed to successfully execute work.
Benefi t from these important AWD
capabilities:
© 2013 DST Systems, Inc. DST Systems, Inc. (DST) has provided the information in this Product Sheet for general informational purposes only, has a right to alter it at any time, and does not guarantee its timeliness, accuracy or completeness. All obligations of DST with respect to its systems and services are described solely in written agreements between DST and its customers. This document does not constitute any express or implied representation or warranty by DST, or any amendment, interpretation or other modifi cation of any agreement between DST and any party. In no event shall DST or its suppliers be liable for any damages whatsoever including direct, indirect, incidental, consequential, loss of business profi ts or special damages, even if DST or its suppliers have been advised of the possibility of such damages.
US Corporate Headquarters 333 W. 11th Street Kansas City, MO 64105 bpsinfo@dstsystems.com Tel: 888.DST.INFO or 816.435.1000 UK London – Surbiton DST House St Mark’s Hill Surbiton Surrey KT6 4QD awd@dstsystems.com Tel: +44 (0)20 8390 5000 London – City 4th Floor 17 Dominion Street London EC2M 2EF awd@dstsystems.com Tel: +44 (0)20 7628 1234 South Africa Johannesburg DST House 12 Sherborne Road Parktown 2193 Johannesburg awd@dstsystems.com Tel: +27 (0)11 715 5600 China Shanghai Unit 1903-05
Bank of Shanghai Tower 168 Yincheng Zhong Lu Shanghai 200120 awd@dstsystems.com Tel: +86 21 33191678 Hong Kong 25/F, The Centrium 60 Wyndham Street Central Hong Kong awd@dstsystems.com Tel: +852 2581 2880
Thailand Bangkok
6th Floor RSU Tower 571 Sukhumvit Road North - Klongton, Wattana Bangkok 10110 awd@dstsystems.com Tel: +66 2 685 8400 Australia Melbourne Level 4
549 St. Kilda Road Victoria Melbourne, VIC 3004 awd@dstsystems.com Tel: +61 3 9525 3166 Sydney Level 40 264 George Street Sydney NSW 2000 awd@dstsystems.com Tel: +61 2 8935 5500 About DST
DST Business Process Solutions, a wholly-owned subsidiary of DST Systems, Inc., is a trusted provider of technology-based service solutions to the world’s best known insurance, retail and commercial banking, utilities and media communications organisations. AWD®
, our intelligent business process and case management application, is used by over 400 clients worldwide to align people, technology and departments to execute effective operations. For more than 20 years, our clients have used AWD to improve customer service, reduce costs, ensure compliance and improve overall operational effi ciency. To learn more about DST BPS, visit dstsystems.com/bps.