This Forrester Research report provides precise information on how to increase customer engagement through transparency. It also talks about Smarter Customer Servicing with IBM CM OnDemand.

1. Enterprise Content Management Enterprise Report Management
Increase Customer Engagement Through
Transparency
Give Customers the Power to Access Their Own
Statements, Bills and Records
© 2014 IBM Corporation

2. Forrester Research
Craig Le Clair
VP, Principal Analyst
February 26, 2014
Increase Customer Engagement
Through Transparency

3. Agenda
• Age Of The Customer Drives E-delivery Expectations
• Compliance Puts Pressure On Transparency
• E-Delivery Adoption Is Still A Struggle As well As Long-term Archival
• Summary:Age of The Customer Provides Great Opportunity For
AcceleratedAdoption

4. © 2013 Forrester Research, Inc. ReproductionProhibited
We Have Entered The Age Of The Customer
October2013 “Competitive StrategyIn The Age Of The Customer”

5. Most Enterprises Middle Of The Pack For Customer
Experience

7. Missed opportunity ($ millions)
The difference between high and low can be worth
millions and even billions
Wireless
carrier
$1,711
Airline
$866
Insurance
$606
Hotel
$1,273
Source: November 19, 2010, “The Business Impact Of Customer Experience, 2010” Forrester report

8. Customers Connect From Multiple Locations

9. Agenda
• Age Of The Customer Drives E-delivery Expectations
• Compliance Puts Pressure On Transparency
• E-Delivery Adoption Is Still A Struggle As well As Long-term Archival
• Summary:Age of The Customer Provides Great Opportunity For
AcceleratedAdoption

10. © 2012 Forrester Research, Inc. ReproductionProhibited© 2012 Forrester Research, Inc. ReproductionProhibited
“Which of the following initiatives are likely to be your organization ’s top
business priorities over the next 12 months?”
(Critical or high priority)
Improve/simplify our supply chain
18%
10%
Improve corporate environmental sustainability
and social responsibility 19%
17%
Manage brand consistency globally
23%
38%
Improve the firm’s ability to innovate
50%
58%
Address rising competition for your products/services
26%
42%
Improve the quality of our products/services
55%
64%
Hire, develop, and retain the best employees
41%
55%
Grow in emerging markets
43%
45%
Improve the capabilities of your products/services
41%
70%
Improve margins
52%
47%
Address the rising expectations of customers
and improve customer satisfaction 48%
73%
Lower the firm’s overall operating costs
50%
69%
Grow overall company revenue
83%
78%
Acquire and retain customers
78%
79%
Comply with government regulations and requirements
76%
78% Enterprise (1,000+
employees)
SMB (<1,000
employees)
Compliance Processes Are The Biggest Challenge

11. © 2013 Forrester Research, Inc. ReproductionProhibited 11
Transparency: The Next Regulatory Challenge

12. Agenda
• Age Of The Customer Drives E-delivery Expectations
• Compliance Puts Pressure On Transparency
• E-Delivery Adoption Is Still A Struggle As well As Long-term Archival
• Summary:Age of The Customer Provides Great Opportunity For
AcceleratedAdoption

13. © 2013 Forrester Research, Inc. ReproductionProhibited
How Forrester Defines “eDelivery” Versus
“Paperless”
November2013 “TimeForUS Banks To GetTough And Turn Off PaperFor eDelivery Customers”

14. © 2013 Forrester Research, Inc. ReproductionProhibited
Across All Banking Products, A Majority Of
Customers Still Get Paper Mailed To Them
November2013 “TimeForUS Banks To GetTough And Turn Off PaperFor eDelivery Customers”

15. © 2013 Forrester Research, Inc. ReproductionProhibited
Why Recipients Won’t Switch To Paperless
November2013 “TimeForUS Banks To GetTough And Turn Off PaperFor eDelivery Customers”

16. E-delivery Adoption Requires Engagement And Context
Smart Statements And BillsStatic - Mediocre Layout/Design ,
No Cross-selling/Interactive Elements.
Finances,
Make Decisions,
Buy New Products

17. © 2013 Forrester Research, Inc. ReproductionProhibited
Discover Puts Seven Years’ Worth Of
eStatements Directly On Its Secure Site
November2013 “TimeForUS Banks To GetTough And Turn Off PaperFor eDelivery Customers”

18. © 2013 Forrester Research, Inc. ReproductionProhibited
Bank Of America Sends Email Alerts When
eBills Are Ready
November2013 “TimeForUS Banks To GetTough And Turn Off PaperFor eDelivery Customers”

19. © 2013 Forrester Research, Inc. ReproductionProhibited 19
Digital preservation forces itself on
agenda
› Long-term retention of digital content means
preservation issues must be addressed.
• Hardware, software, and file format obsolescence
risks will haunt us if not taken seriously.
› IT renewal programs put retention and
accessibility of legacy data at forefront.
• Decommissioning legacy enterprise applications in
favor of cloud-based systems

20. © 2013 Forrester Research, Inc. ReproductionProhibited 20
Confidence in ESI remains tepid
LESS THAN A FIFTH OF RECORDS MANAGEMENT PROFESSIONALS HAVE
HIGH CONFIDENCE IF CHALLENGED TO DEMONSTRATE ACCURACY
Source: September 18, 2013, “Records Managers Must Focus On Business Needs, Budgets,And Technology To
Succeed” Forrester report

21. © 2013 Forrester Research, Inc. ReproductionProhibited 21
21
Factoring in media,format, and other considerations,how confidentare you that your
organization can rapidlyand costeffectivelyretrieve records in 15 years?
42%
16%
15%
13%
12%
2%
Somewhat Confident
Neutral
Very Confident
Somewhat unconfident
Not at all confident
Don't know
Base: 397 records management professionals
Source:Forrester Research AND ARMA International Online Records Management Survey, Q3 2013
Accessibility of long term records

22. Agenda
• Age Of The Customer Drives E-delivery Expectations
• Compliance Puts Pressure On Transparency
• E-Delivery Adoption Is Still A Struggle As well As Long-term Archival
• Summary:Age of The Customer Provides Great Opportunity For
AcceleratedAdoption

23. © 2013 Forrester Research, Inc. ReproductionProhibited 23
Summary
› Age Of The Customer Drives Expectations Up
› But Offers Opportunity For Better E-delivery
And Adoption –
› New Channels Are More Effective Channel
› Don’t Ignore Record Management And
Retention Responsibiliteis

24. Thank you
Craig Le Clair
VP, PrincipalAnalyst
CLeClair@forrester.com

25. Enterprise Content Management Enterprise Report Management
© 2014 IBM Corporation
IBM Content Manager OnDemand
The Platform for Advanced Customer Service
and Self-service

26. © 2014 IBM Corporation 2
Enterprise Content Management Enterprise Report Management
Industry Leading Solution for:
• Age Of The Customer Driving Expectations Up
• Offering Opportunity For Better E-delivery And Adoption
• New Channels Are More EffectiveChannel
• Records ManagementAnd Retention Responsibilities
• Drive Up Adoption Rates to Reduce Costs and Increase Customer
Satisfaction

27. © 2014 IBM Corporation 3
Enterprise Content Management Enterprise Report Management
Smarter CustomerServicing With IBM CM OnDemand
Composition
Engine
Business
Applications Archive
Indexing
.res .out
.ind
Printing
& Output
BatchExamples:
•Printstreams (AFP &
Metacode
•Documents like PDF
•Mass Data like XML
Batch Separation
of Documents
Benefits
• Competitive advantage through superior customer service
• An average saving of $3 or 2 Euro for each mailing suppressed,
• 20%-30% adoption rate for customers accessing statements on-line
allows a business to sell other services to their customers through
their customer portal
• Self-service for customers 24x7 lowers the cost to a business,
because of fewer direct customer service phone calls

28. © 2014 IBM Corporation 4
Enterprise Content Management Enterprise Report Management
Industry-leading Compression Delivers Cost Savings
Massive Scale, Incredible Performance
VS.
100 1.3 MB PDF files
requires storage of
1,300 MB
Actual results
RESOURCES X 1
doc1, doc2, doc3,
doc4, doc5…docx
100 1.3 MB PDF files
requires storage of
1.6 MB
Actual results
(812:1)
Traditional ECM Systems store
documents individually – with
graphics embedded
IBM’s unique and patented
ability to dissect, compress
and archive PDF files

29. © 2014 IBM Corporation 5
Enterprise Content Management Enterprise Report Management
Industry Examples
Telco - Stopping printed statements for huge monthly savings &
storing XML of call records with statements
Bank – eBanking as top priority for 10 year ECM plan
Retirement – In production to customers within 2 weeks and
more than 50% adoption rate in the first month
Insurance – All customer communications captured and records
retention implemented with the confidence to destroy records
Healthcare Payer/Provider – Explanation of benefits and
active records management
Government – Social services communications

30. © 2014 IBM Corporation 6
Enterprise Content Management Enterprise Report Management
Socialize with mobile
• Changing Customer Set
– 50% of the population is under the age of 30
– These consumers generally do not want
mail
– It costs $3/ 2Euro to mail a statement
• eDelivery
– Allow access to via
smartphone, tablet and the
internet to statements.
– The company saves money
by suppressing mailings and
these customers are much
happier.

31. © 2014 IBM Corporation 7
Enterprise Content Management Enterprise Report Management
Quick Tips for Adoption of Electronic Delivery
Carrots
– Electronic bill presentment as amenity
– Offer discounts for electronic delivery
– Use incentives or promotions for buy-in
– Sell the environmental benefits
– Leverage social media to sell the
message
– Start sending electronic statements
proactively
– Give customer choices as to which
documents to receive electronically, and
which to continue receiving hardcopy
Sticks
– Make electronic delivery of statements
the default for all new accounts
– Charge for paper statements
– Leverage re-negotiation periods to build
this cost savings into your contracts for
corporate statements
Marketing
• Electronic deliverydrives customers to a
company’s website
• Use messagingthatyourclients will readily
accept
• Create a sense of value & urgency

32. © 2014 IBM Corporation 8
Enterprise Content Management Enterprise Report Management
U.S. Banks Charging Fees for Paper Bills
Bank Fee Source
Sterling Trust $30 per year http://www.sterling-trust.com/fees/
World Financial
Bank
(Victoria’s Secret,
Ann Taylor,etc.)
$1 per http://www.creditinfocenter.com/wordpress/2010/01/04
/banks-to-issue-new-checking-credit-card-fees-2/
Bank of America $8.95 per on
certain accounts
http://www.americanbanker.com/issues/175_134/month
ly-statements-1022290-1.html
TD Bank $1 discount http://www.mybanktracker.com/news/2012/07/02/paper
-statements-feeladen-checkingaccount-perk/
US Bank $2 per month
Wells Fargo $2 per month
8

33. © 2014 IBM Corporation 9
Enterprise Content Management Enterprise Report Management
Consumer
1. Discuss customer
service and archiving
needs with SME from
IBM
• Have sample printand
outputstream analyzed
by SME
Best Practice Project Cycle
2. Second Meeting with SME
• View actualbusiness
communications overthe web
and on mobile device
• Review analysis of yourdata in
terms of compression,
performanceand expected
impacton business.
• Schedule BVAwith SME team
4. Complete BVA with SME
5. Review value of project
against other business
priorities
• If very favorablethen start
projectwith speed
3. Contact other companies
using similar solution to
quantify actual results from
solution

34. © 2014 IBM Corporation 10
Enterprise Content Management Enterprise Report Management
IBM Content Manager OnDemandAdvantages
 Unmatched compression provides cost,
retrieval, scalability and performance benefits
 State-of-the-art UI with Web & Mobile Device
Access
 Fast deployment and ROI
 Install and deploy in 1 week
 Payback in one year not uncommon
 Active roadmap – New release in 2014
 Proven conversion services
 Thousands of customers
 Active User Group