OpenSpan POC Presentation for XYZ Bank

OpenSpan POC Use Case Overview

• Auto Login functionality

• Unified Composite View

• Account Inquiry Across Web CSR and

Salesforce.com

• Authenticate Caller

• Get Specific Account Details

• Create New Salesforce.com Contact Record

• Create New Case in Salesforce.com and Web CSR

• Auto Notes – Call Wrap up

2

Auto Login

• Improve agents’ initial setup times

• Streamline login process

• Stage applications within the desktop workspace

3

Unified Composite View

• Provide a 360 view of the customer

• Data from multiple disparate applications

• Quick Link Buttons for specific business processes

– Get Consolidates notes history

– Create new case

4

Streamline Account Inquiry Process

Eliminate:

• Copy and Paste

• Rekeying of Data

• Toggling Applications

5

Reduce:

• AHT

• Processing Time

• Training Time

Increase:

• Accuracy

• Compliance

Authenticate Caller

• Enforce compliance to authenticate a caller

• Log values used for authentication

• Govern the business process flow

6

Consolidated Account Details and Notes

• Simplified view of customer data:

History, All Accounts, Specific Account Details

7

Create New Salesforce.com Contact Record

8

• Auto create Salesforce.com contact records when one

does not exist

• Maintain data integrity across legacy applications

• Eliminate repetitive data entry

Create New Case in Multiple Applications

• Reduce process times to create new case records and

update other legacy applications

• Ensure proper data values are notated correctly while

maintaining a consistent format

9

Auto Notes – Call Wrap

• Auto-append notes to System of

Record(s)

• View notes in Composite GUI

• Maintain consistent note formats

• Audit trail for day’s work

• Reduce call wrap up times

• Eliminates data entry

• Eliminates errors

• Forces process adherence

• Accurate System of Record

10

POC “Quantified Impact” Metrics

Process Before

Keystrokes

Before

Time

OpenSpan

Keystrokes

OpenSpan

Time

Total Savings

(Time and %)

Startup/Login 65 54 14 12 42 78%

Acct Inquiry/

Authentication 10-28 28 10 16 12 43%

Notes 27+ 26.3 31 + 11.3 15 57%

View Notes 7 30 1 8.5 21.5 72%

Create New

Case 75 + 59 30 25 34 58%

Call Wrap up Lots of

keystroke 59 1 2 57 97%