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#AIIMInforma(onIsYourMostImportantAsset.LearntheSkillstoManageIt

HowWilltheProlifera(onofMobileImpactHowYouProcessCustomerInforma(on?

February23,2017

HowWilltheProlifera(onofMobileImpactHowYouProcessCustomerInforma(on?

AIIMWebinardelivered23February,2017

Underwri(enby:

AtleSkjekkelandSeniorVicePresidentAIIM

OwenKilbaneSeniorMobileSpecialist,EMEAKofax

Host:TheresaResek,CIPDirectorAIIM

Today’sSpeakers

Underwri(enby:

AtleSkjekkeland

SVP

AIIM

IntroducingourFeaturedSpeaker

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AreYouReadyforaTriptoMars?

Imagesource:NASA

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MobileEverywhere

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AlwaysOn

Source:GlobalWebIndex2012-2015

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DirectAccess

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AlwaysConnected

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Console Terminals PC Laptop Notebook SmartPhablet

DirectConnecVon RS-232 Ethernet Dial-Up

Modem Broadband 3G/4GWiFi/Fibre

ITOnly Specialist OfficeWorker

MobileWorkforce

AnyEmployee Customers

DataRoom LocaVonBased

CompanyWide

CustomerSite

HomeWorking Anywhere

1960 1970 1980 1990 2000 2010

Loca(on

User

Connec(vity

Device

Mobility(DistancefromSource)

Timeshare MulV-User Client-Server Web AppsInterface

Source:GeorgeParapadakis,Alfresco

WelcometotheMobileEra

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FortheConsumer

ThereisanAppforthat

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FortheEnterprise

§  Only22%havemobileaccesstoimportantcorporatedocuments

§  21%havemobilecapture.§  20%contentcreaVonand

commenVng.§  13%haveprocessinteracVon

onmobile.

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PaperisHoldingYouBack

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PoorMul(-ChannelCommunica(on

HowdoyoudealwithmulV-channelinboundcontent?

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PoorOmni-ChannelCommunica(on

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TimeforChange!

Addressthestrategicroleofmobile.§  Customerjourney§  Commerce,

loyalty,analy(cs§  Reach§  Distributed

workforce§  Behaviorchange

Source:BillSeibel,Mobiquity

Howareyoulookingatmobiledevicesforcontentaccessanddatacapture?

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Before Now

ImagefromthemovieTaxiDriver ImagefromUber

CustomerJourney

Underwri(enby:Source:h(p://blogs.forrester.com/julie_ask/14-05-30-winning_in_your_customers_mobile_moments

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Source:BarclaysBankPLC

h(ps://goo.gl/PgB5Vz

FromClicktoBrick

Underwri(enby:Imagesource:Scandit.com

Commerce,Loyalty,&Analy(cs

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§  UPSexperiencebigsavingsfroma(enVontodetail§  1mileis

worth$50M*

§  1minuteisworth$14.6M*

§  1minuteofidleVmeisworth$515K**

Previous Route

ORION Route

Source:DivyaSachdev,HeadofSCSIT,UPSEurope

Commerce,Loyalty,&Analy(cs

Underwri(enby:Imagesource:h(p://www.flickr.com/photos/globalx/4864001692/

DistributedWorkforce

Underwri(enby:Source:Voovio

Reach

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BehaviorChange

§  FDAhasnowapprovednewchip-embeddedpills.

§  Thesmartpillsreportbacktoasensorandyoursmartphonewhenmedshavebeeningested.

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BehaviorChange

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Saygoodbyeto…§  Keys§  Wallet§  Keycards§  Creditcards§  Remotecontrols§  IDcards§  Babymonitors§  Pocketcameras§  NavigaVonsystems§  Watches§  Remotecontrols§  Andmanymore…

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Problem-SolvingMoments

Imagesource:h(p://imgur.com/koXmjTO

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TheMobileManifesto

§  PromisesfortheMobileMindShil§  WhereverIam,yourcompanyisavailable§  WheneverIchoose,yourbusinessservice

isatmyfingerVps§  Whatevermynextstep,youhave

anVcipatesmyneeds§  WhatevermyacVon,youarereadyto

respond

Source:Forresterreport“Re-EngineerYourBusinessforMobileMoments”Jan24,2014

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BusinessBenefitsofMobileCapture

Whathavebeenthethreebiggestbenefitsofyourmobile/portablecaptureprojects?

Underwri(enby:

OwenKilbaneSeniorMobileSpecialist,EMEA

Kofax

Areyouleveraging“mobile”todelivercompellingcustomerexperiences?

IntroducingourSpeaker

“One second is the new minute”

w  Customers expect, no demand, to be able to use any electronic device to be able to interact with merchants.

w  Yet, most merchants do not understand that customers want a multi-channel self-service and assisted-service ways of buying products and services.

Do you have a mobile strategy that delivers..

Cutting Costs Speed Time to Productivity

Improve Retention

Improve Data Quality

Reduce Admin Time

Cross-sell / Upsell

Stay Compliant Drive Performance

An effective mobile strategy…

w  Powers mobile moments by utilising the camera to enroll new customers, deposit a cheque, pay a bill, or transfer funds.

w  Eliminates friction by auto-populating forms which reduces customer interaction time from minutes to seconds.

w  Allows you to provide an exceptional customer experience as well as acquire new customers faster, along with retain and service existing customers

Imagine if you could turn the camera into an “intelligent scanner”

Mortgage & Lending

First Notice of Loss (FNOL)

Funds Transfer

Receipt Capture

Complaint Handling

Credit Card Balance Transfer

Bill Pay & Payee Enrollment

Remote Deposit Capture

Onboarding & New Account Opening

Insurance & Medical Claims

Competitive Quoting

And many, many more…

Use Case Example - Receipt Capture

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Does adaptive web deliver a compelling CX?

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“Serving customers in their mobile moments demands a new approach to mobile banking. Shrinking or squeezing an experience designed for the PC onto a small screen fails to take into account the needs of customers on the go. Instead, the immediacy, availability, and context of mobile devices gives digital banking teams the opportunity to simplify tasks and help customers make better decisions throughout their journeys and even through the course of the day. “

Forrester, State of Mobile Banking Report, 2015

w  It’s imperative that Consumers are given options on how they interact with Merchants/Retailers.

w  They may want to start using one device and move to another to complete the transaction..

w  Whilst we see some interactions that “start and end” on a mobile device there are many interactions that start from a PC/Web browser.

w  From within the Case/Transaction there is a need for captured documents to be added to the process, in a controlled secure manner.

Thinking about Mobile Differently

We have the ability to change the “Digital Touch Point” a consumer engages with.

15

w  You are completing an Insurance Claim or opening an Investment Account from your PC.

w  As you have 15+ questions to answer this could not be completed on a mobile device.

w  As you complete the form you are asked to submit an external document or ID to the process..

Just imagine..

38

�  If only.. You had the option to enter your mobile number to receive the instructions.

w  You are completing an Insurance Claim or opening an Investment Account from your PC.

w  As you have 15+ questions to answer this could not be completed on a mobile device.

w  As you complete the form you are asked to submit an external document or ID to the process..

w  If only.. You received an SMS message to enable you to upload the missing document.

Just imagine..

39 39

w  You are completing an Insurance Claim or opening an Investment Account from your PC.

w  As you have 15+ questions to answer this could not be completed on a mobile device.

w  As you complete the form you are asked to submit an external document or ID to the process..

w  If only.. You were given clear on-screen instructions to snap a picture of the required document.

Just imagine..

40 17

w  You are completing an Insurance Claim or opening an Investment Account from your PC.

w  As you have 15+ questions to answer this could not be completed on a mobile device.

w  As you complete the form you are asked to submit an external document or ID to the process..

w  If only.. You received confirmation you uploaded the correct document in a controlled secure manner, with no images being written to the Camera Roll.

Just imagine..

41 18

u  Who’s benefiting from Kofax Mobile Capture™ today

42

w  When on-boarding a new customer for a Credit Card application the customer is required to present a valid form of Identify to complete the process. The details from the Identify form, normally a Driving License, are manually input into the eForm which takes several minutes and introduces possible data entry errors.

w  They have implemented and deployed Kofax Mobile Capture to dynamically extract the relevant data from the Driving License to populate the electronic Application Form. This ensures all data elements are correct and reduces the on-boarding time dramatically.

Global credit card company – customer on-boarding

43

Remote Cheque Deposit

Problem domain How we helped

Problem domain How we helped u  Due to the strong financial assurance provided by

financial regulations in the UAE, cheques are still a primary method of consumer bill payment, with close to one million cheques cleared per month for a population of less than four million people.

u  To support the “Smart Government” initiative Emirates NBD Bank decided to enhance its existing mobile banking application by developing a comprehensive Remote Cheque Deposit capability. The primary benefits of the initiative are convenience for the client (no need to visit a bank branch or CDM) and efficiency for the bank (no need to physically handle the cheques for clearing), plus showing to the market that ENBD is staying ahead of the latest technology developments.

FinecoBank

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About FinecoBank •  FinecoBank is UniCredit Group’s direct multichannel bank

offering a business model combining direct banking and financial advice.

•  In 1999 Fineco SIM, one of the most active SIM in the Italian market, launches the first online trading retail service in Italy.

•  At the end of 1999 Fineco became a real bank and launched the first current account paid in Italy. In the following months the service was transformed from deposit accounts to full accounts, with payment cards, checks, phone cards.

•  FinecoBank are using the Kofax Mobile solution to capture the “F24” Form that is required for Tax Payments.

h(p://www.aziendabanca.it/noVzie/fineco-app-apple-android-funzionalita

European Consumer Bank

w  When purchasing iPad’s, iPhones, and iMac devices, through a retail operation, this Consumer Bank in Spain is providing the personal finance options. However this retail currently have a paper-less approach and in order to streamline the account opening process the Bank implemented an App, on iPhone, that dynamically extracts the data from a Spanish Driving License or National ID to simplify the process of completing the mandatory eForms.

w  By snapping a picture of an ID, rather than manually typing the information into the eForm, they will save three minutes per transaction.

�  Currently in development and will be deployed later this year.

International Consumer Bank

w  When purchasing a Car in Germany the Car Dealer arranges the financing of the purchase from this Consumer Bank. This a complex paper-based process where applications forms, proof of earnings and proof of Identify are required. Once completed all the paperwork is sent to the Consumer Bank for processing before the funds are released taking several days, and introduces delays should the information provided be incorrect or missing.

w  Using the camera on their smartphone all documents are transferred electronically and validated in real-time.

�  The Kosyfa App is currently being used by 18,000+ Car Dealers in Germany. A Customer Case Study is available.

Leveraging intelligent mobile capture in personal finance

45

Problem domain w  On-boarding of new customers required the

customer to visit a branch. They had situations where key documents, needed for the on-boarding process, were missing or incorrect.

How we helped w  By implementing Kofax Mobile Capture the Sales Reps from

the Bank can visit key customers to complete the whole on-boarding process using their Smartphone. This has allowed them to provide a greater level of customer service and ensure that all the information presented is validated to deliver a greater level of "know your customer" compliance.

Large South African Bank – Customer On-boarding

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Customer on-boarding

u  When a customer accepts an Insurance Renewal from Allstate Insurance they were required to go online or speak with Customer Service to complete the payment process.

u  Using Kofax Mobile Capture Allstate are providing their customers with a simple efficient way of renewing. From their App the customer captures the renewal form and their preferred choice of payment - credit or debit card.

Problem domain How we helped

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Delivering a compelling CX is NOT a Leap of Faith but a necessity..

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Don’t get left behind. Think Mobile Capture - think Kofax..

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TakeyourskillstothenextlevelbylearningbestpracVcesandtechnologiesfordigitalimagingwithAIIM’sCapture&Imagingtrainingcourse.

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