TODAY S CHANGING CUSTOMER

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Posy Holland
8 years ago
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1 BUSINESS PROCESS SOLUTIONS FOR CUSTOMER-CENTRIC TRANSFORMATIONS

2 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.

Demographic changes, such as the thousands of Baby Boomers retiring, are also dramatically impacting today s business environment.

3 Quality & Control Visibility & Monitoring 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. Work Execution Ease of Integration Customer Centricity 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. This powerful yet simple software solution brings together the following core capabilities 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 Enable staff to efficiently 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. Provide managers with visibility into their operations with real-time productivity information. Built-in quality sampling helps you confirm 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. Quality & Control: Confirm 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. Back-office operations benefit from the automation and work allocation AWD provides. Processes are streamlined as much as possible delivering work to the people you consider most qualified, in the right priority, at the right time. 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. accessed via integration with external form tools. 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. 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.

to deliver superior customer experiences, reduce risk, and increase operational visibility.

4 Take a look at our proven results: A Financial Services Provider: Align with an experienced partner When you work with DST, you benefit from: st our process and domain expertise 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 countries around the world our long-term relationships our first client is still a client and several have worked with us for more than 20 years. 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 justification 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. 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 Visit dstsystems.com/bps

first client is still a client and several have worked with us for more than 20 years.

5 Benefit from these important AWD capabilities: Capture Capture content from a variety of sources, including social media streams, scanners, faxes, s, 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.

Design Easily build processes and manage change without an IT cycle there s no gap between model and production for process design.

6 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 efficiency. To learn more about DST BPS, visit dstsystems.com/bps. US Corporate Headquarters China Shanghai Australia Melbourne 333 W. 11th Street Kansas City, MO bpsinfo@dstsystems.com Tel: 888.DST.INFO or Unit Bank of Shanghai Tower 168 Yincheng Zhong Lu Shanghai Tel: Level St. Kilda Road Victoria Melbourne, VIC 3004 Tel: Hong Kong Level George Street Sydney NSW 2000 Tel: UK London Surbiton DST House St Mark s Hill Surbiton Surrey KT6 4QD Tel: +44 (0) London City 4th Floor 17 Dominion Street London EC2M 2EF Tel: +44 (0) South Africa Johannesburg 25/F, The Centrium 60 Wyndham Street Central Hong Kong Tel: Sydney Thailand Bangkok 6th Floor RSU Tower 571 Sukhumvit Road North - Klongton, Wattana Bangkok Tel: DST House 12 Sherborne Road Parktown 2193 Johannesburg Tel: +27 (0) 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 modification 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 profits or special damages, even if DST or its suppliers have been advised of the possibility of such damages.

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.

AWD THE INTELLIGENT BUSINESS PROCESS AND CASE MANAGEMENT APPLICATION. AWD allows us to drive a competitive advantage in our service proposition.

AWD THE INTELLIGENT BUSINESS PROCESS AND CASE MANAGEMENT APPLICATION AWD helps to align customers, employees, departments, and technology to execute intelligent, effective business operations. It delivers