Customer Engagement Solutions for Financial Services

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1 Customer Engagement Solutions for Financial Services Rapidly deploy digital multi-channel communication solutions that improve the banking experience for your customers, increase your revenue and reduce cost-to-serve.

2 Rapidly build better customer engagement services Challenge IMImobile Portfolio The banking and finance sector is being transformed. Digital and mobile technology and customer behaviour changes are fuelling industry disruption. But you already know this. Competitors are eroding your business and attracting your customers. With a digital and mobile-first approach they re delivering slick customer experiences and innovative services that today s mobile-savvy customers love. We understand it s not easy for you. You ve got existing systems, processes and services to consider. Fighting back, innovating rapidly, prototyping and deploying new solutions quickly can be a challenge especially when it s all shifting to multi-channel messaging and mobile. But what can you do? For over a decade we ve been working with our banking and finance clients to build the platforms and products they now use to succeed in the market. Clients choose our digital customer engagement solution when they need to get to market fast. It s quick and easy to lightly integrate your systems with our platform, create seamless customer communications and experiences, and to develop and deploy multi-channel solutions fast and effectively. Of course our customers also want value for money. But more than that, they want to rapidly innovate and prototype, deploy and scale. Secure. Compliant. Robust, engaging, multi-channel solutions. And that s what we deliver. We deliver solutions using our own platforms and products, including IMIcloud, IMIconnect, IMIcampaign and IMIchat. We re in total control of our technology, so we re able to adjust roadmaps to meet your needs.

3 Solutions Overview Compliance Customer Service and Support Credit and Debit Cards Account and Service Collections, Recoveries and Payments Outbound Telesales Fraud Detection and Security Marketing Campaign Customer Service and Support Reduce cost-to-serve with customer selfservice options. Use two-way interactive messaging to improve effectiveness and efficiency of call centres. Two-way SMS or messenger chat between call centre teams and customers Mobile self-care request and fulfilment Customer feedback collection with surveys Interactive appointment scheduling, alerts and updates Collections, Recoveries and Payments Increase collection rates and reduce the complexity of deploying collection and payment services using mobile notifications and interactive chat. Two-way SMS interactive chat between collections teams and customers Payment reminder notifications and landing page links to take payment Collections workflow creation and management Mobile payments integration with mpos, credit card and PayPal Fraud Detection and Security High-throughput services to authenticate customers, combat fraud and use the latest mobile capabilities to better protect customer accounts. Credit and Debit Cards Keep mobile customers informed of card activity and promote usage or closure of dormant accounts 2 Factor Authentication (One time PIN) SIM Swap detection and risk classification Two-way Automated Interactive Payment Fraud Alerts (customer reply to confirm authenticity) Location proximity detection (e.g ATM locator; Mobile location near ATM at transaction time) New card dispatch and delivery confirmation Card activation reminders and activation confirmation Card dormancy sweep and alert to use or close Fraudulent activity alerts

4 Account and Service Mobile multi-channel alerts to keep customers updated and notified of account or service status and progress. Account or service on-boarding, opening, dormancy or closure Changes to account limits, policies or service details Operational and system notifications and updates Large or unusual transaction alerts Proactive overdraft or cross-sell offers Balance request by mobile message e.g. SMS Rates and terms changes Outbound Telesales Improve outbound sales results by helping sales people to warm up customers using direct mobile messaging before calling. Two-way SMS chat direct to mobile customers Schedule convenient outbound call times Marketing Campaign Reach and engage customers at every point in the customer lifecycle. Simplify creation, deployment, management and monitoring of multi-channel campaigns. Multi-channel campaign management Customer engagement throughout the lifecycle: promote service uptake, selfservice, usage, up-sell and cross-sell Trigger notifications and workflows during business processes Compliance Ensure compliance and customer agreement to policies, terms and direct communications. Two-way Secure Chat for direct customer communications to your mobile apps Securely send rich mobile attachments e.g. PDF policies with delivery confirmation and read receipts Interactive two-way mobile requests for customer Opt-in/Opt-out of communications and services Centralised logging and timestamping of all multi-channel customer communications Why work with IMImobile Digital and mobile multi-channel expertise Pre-integrated low-latency communications For 14 years our focus and heritage has been mobile multichannel communications and customer engagement solutions. We re here to help you with know-how, services to solve your problems. We ve worked with leading financial institutions, so we understand your technical and business sector needs. Our platforms are designed for high-throughput and low latency essential for creating and delivering the seamless, responsive customer engagement demanded today. Our systems are pre-integrated into mobile operator and IP messenger and social gateways for low latency and high performance. Fast time to market Proven, scalable and enterprise-grade Use our cloud or on-premises options to deploy solutions quickly. Multi-channel voice and messaging channels are pre-integrated for immediate use. A low-code approach with a drag and drop Communications Workflow Builder and single API, enables fast solution creation. Our platforms easily integrate with business systems and data sources, using standard APIs or file transfer. We process billions of digital touchpoints each month and our platforms are built to deliver business-critical solutions. They are regularly audited by customers and external 3rd parties to ensure they meet their exacting needs. With PCI DSS compliance for live transactions, like credit cards, you can rest-assured that they ll meet the most stringent requirements. Our platforms have everything you need for enterprise deployment, management and monitoring.

5 Get in touch For more information us at IMImobile enables organisations of all sizes and sectors to maximise the potential of mobile technologies to improve customer engagement. We believe that mobile will sit at the heart of customer engagement strategies for years to come. By removing the barriers and complexities to create and deploy mobile-led customer engagement solutions as part of a multichannel framework, we provide software and services that help organisations to improve customer experience and generate revenue, while simplifying business processes and enhancing operational efficiency. Our products and solutions built upon the IMIcloud act as an intelligent layer between existing IT systems and business processes to create, manage and launch services across mobile, digital and social communication channels. Organisations that trust us to deliver smarter customer engagement include Vodafone, O2, Telefonica, Aircel, Airtel, EE, BSNL, AT&T, MTN, France Telecom, Centrica, Coca-Cola, Universal Music, Tata, the AA, the BBC and major financial institutions. IMImobile is headquartered in London with offices in Hyderabad, Atlanta, Dubai and Johannesburg and has 700 employees worldwide. IMImobile is quoted on the London Stock Exchange s AIM market with the TIDM code IMO. WORLDWIDE RETAIL BANK Copyright 2015 IMImobile. All Rights Reserved. Reproduction or distribution other than for intended purposes is prohibited, without the prior written consent of IMImobile. The trademarks and service marks of IMImobile, including the IMImobile mark and logo is exclusive property of IMImobile, and may not be used without permission. All other marks are the property of their respective owners. Created 11/2015.