Driving the Digital
Transformation
Wall Street Technology Association
Digitization and the Virtual Enterprise
October 22, 2015
Agenda:
Topic 1
Digital Transformation
Topic 2
Workflow Automation
Topic 3
Front Office Experiences
Topic 4
Back Office Experiences
Digital Transformation
“You need to transform your business by applying digital
thinking across everything you do.”
Digital Transformation
Airbnb earned $632M in New York City
in just one year, and caused the
Parisian hotel industry to lose $250M in
2012.
Uber is challenging taxi and car ownership
businesses.
Walmart is actively recruiting top talent
from Silicon Valley.
Digital brings disruption and also significant opportunity.
Highest-growth companies are those leveraging digital approaches.
Marketing impact:
86%
vs.
65%
Digital channels
Impact:
84%
vs.
67%
Consistent experience
across all channels:
80%
vs.
59%
+25% +12 % ─10% +9% Accenture, 2014 Revenue creation Market Valuation ProfitabilityDigirati Fashionistas Conserv Beginners
+9% +25% +12% +6% –11% –12% ─10% +9% +7% – 4% – 24% –7%
Digital leaders get the best financial results.
Source: MIT
Automate and simplify our customers’ business processes with a
focus on eliminating inefficiencies from paper-based workflows.
Workflow Automation
6
As part of our clients’ Digital Transformation, we
are typically being asked to help our clients:
Improve the Customer Experience
• Capture data, electronic documents and hardcopy documents as
part of a customer engagement
• Digitize legacy products and services
• Guide customer experience using predictive analytics
Improve Operational Excellence
• Extend digital universe to suppliers, partners and employees
• Remove cost from all areas of operations
Many Business Processes Still “Untamed”
Sales & Marketing
•Customer & Sales Portals •1:1 Campaigns
•Data Analysis
All Departments
•Social Media Use •Collaboration •Document Sharing •Printing
Front Office:
Enhance engagement
with customers
Back Office:
Improve and streamline
all your operations
Insurance Banking Education Healthcare Public Sector Manufacturing Hi Tech, Retail, etc
.
Workflow Automation
Hardcopy & electronic documents Intelligently index, extract
and add relevant information
Securely ingest, process, store, and share electronic documents and the unstructured data within them
Measure
Capture
Process
Access
Integrate
Automate with
Vertical & Back Office SolutionsCollaborate
Digitize Customer
Engagement
Customer communications, mobility, mobile apps, journey mapping
Digitize Legacy
Processes
Digitized and reimagined products and services, intelligent capture
Guide Experience
Using Data
Real-time/predictive analytics, document/content analytics, big dataLeading Credit Card Issuer
Automated bank’s mailroom, data capture and
customer service functions
The New Business of Digital
• 66% reduction in turnaround time of paper
applications
• Improved efficiency and reduced processing costs.
• Provided 24/7 access to critical data.
Automate Processes for Agility
Digitized Customer Engagement
Leading Wealth Management Company
Streamlined New Account Opening to Enable
Straight through Processing
The New Business of Digital
• Easy-to-use capture of client electronic and hard copy
documents.
Remove Cost from
Operations
Intelligent capture,
automation, paperless
initiatives
Extend Your Digital
Universe
Portals, Cloud/SaaS
solutions
Automate Processes
for Agility
Workflow Automation
Business & Industry
Solutions
Back Office: Operational
Excellence
Global Banking Group
Improved customer service with fully
automated e-mailroom, ECM service to
process claims, correspondence
The New Business of Digital
• 86% reduction in turnaround time for claims
• Operational cost savings, paper reduction
Automate Processes for Agility
“We’ve moved from working on a ‘best
endeavours’ basis to delivering a
market-leading service–and we regularly exceed
our own targets.”
A Portfolio of Solutions to Take
Your Business Digital
Enterprise Content Management
Easily capture, store, share and transform paper-based
and electronic documents with Enterprise Content
Management, either on-premises or delivered
as an on-site Software as a Service (SaaS) offering, with
included services for configuration, implementation and
support.
Challenges It Addresses
• Automates business processes to take minutes instead of weeks. • Speeds information to customers; increases satisfaction and loyalty. • Standardizes your business processes and achieves compliance. • Integrates with your environment, including your multifunction
printers.
Benefits and Expected Outcomes
• Reduced Cost: Remove cost and complexity from document-centric workflows.
• Increased Employee Productivity: Enable workers to process and use documents more effectively.
• Lower Liability and Risk: Automated, repeatable processes support process optimization, risk assessment and audit reporting.