Xerox in Financial Services

Transcription

1 Xerox in Financial Whether it s through document management or a number of outsourcing services, we can help Financial companies meet their unique business challenges in new ways with measurable results. Throughout your organisation you can trust us to deliver world-class performance. The Xerox Financial Framework for Banking illustrates the breadth and depth of our capabilities for banks around the globe. Xerox Financial Framework for Banking Customer Lifecycle Customer Acquisition On-boarding Customer Service Front Office Marketing Sales Enablement Inbound / Outbound Call Centres New Account Setup Loan Origination Mortgage Origination Electronic Courier Customer Care & Retention Transaction Processing Collections epresentment Multi-channel Delivery Inbound / Outbound Customer Correspondence Back Office Marketing Resource / Collateral Management Mailroom Enterprise Print Records Management Corporate Human Resources, Legal, Finance & Accounting, IT Outsourcing

2 Solutions for Customer Acquisition Fierce competition for new customers demands banks be nimble but efficient. Moving beyond traditional marketing to encompass digital media, channels and customers requires best practice, new technology as well as better operating models and logistics. We help Marketing Leaders to: Deliver multi-channel marketing campaigns Enable sales people Deliver flexible targeted and timely communications to customers Resulting in: Greater efficiency and effectiveness of marketing operations Increased speed, transparency, accuracy and control Increased demand and conversion Marketing We improve marketing logistics from creative services through procurement and production warehousing and distribution. This enables more effective demand generation in campaign management via data analytics and multichannel delivery. Sales Enablement We create and manage distribution of customer facing sales and marketing material such as pitch books and personalised sales collateral. We ensure brand consistency by creating and leveraging common digital assets. Inbound/Outbound Call Centres We have 150 customer interaction centres and 39,000 Customer Service Representatives that offer support in 20 different languages around the world. Handling more than one million customer interactions daily, we apply the latest in technology to provide live CSR support via telephone, , web-chat and mail response. Scottish Widows Provide end-to-end management of customer communications from creative concept through to print and fulfilment. Streamlined process resulting in greater efficiency and increased customer satisfaction.

3 Solutions for On-boarding On-boarding a new customer provides a bank with their first chance to make a lasting impression. It is a critical window of opportunity to start the relationship with a positive and valued interaction. We Help Chief Customer Officers, Chief Compliance Officers and Line of Business Operations Leaders to: Reduce lengthy on-boarding cycle times Simplify the on-boarding process for customer and bank Manage multiple origination channels: Paper/Branch, Web, Phone Handle disclosure and reporting Streamline duplicative repetitive requests to gather information Resulting in: Flexibility and support for variability in demand and volume Adoption of electronic workflow while incorporating robust document management, both physical and digital Reduced cycle time to open accounts Decreased costs relating to people, systems, time, volume Improved customer experience leading to increased loyalty and advocacy New Account Setup We provide account set up services from capture of account application, and digitisation through to processing. We support your regulatory and compliance programs and can decrease errors with streamlined workflow, maximising the use of automation. This can lead to additional annual float revenue and improved customer experience. Electronic Courier We reduce physical transport and courier from branch locations with remote capture services. As a digital onramp to document handling and workflow, cycle times can be dramatically reduced. Direct costs such as courier and postage are also minimised. Mortgage and Loan Processing We provide electronic mortgage processing services via a state of the art technology and electronic workflow platform that integrates all parties across mortgage origination processes. Your operational costs can be tuned to origination volumes. Global Wealth Management Leader Replaced time-consuming, paper-based process for new account applications with streamlined workflow, maximising use of automation. Achieved 90% plus reduction in cycle time and error rate.

4 Solutions for Customer Service Trust is a critical issue in the wake of the financial crisis and customers today have an ever increasing expectation of experiencing excellent service. Banks are stepping up their game to retain their best customers. We help Chief Customer Officers and Line of Business Operations Leaders to: Improve the customer experience through responsive service experiences Implement high performance back office business processes supporting key customer transactions Improve access, security and overall management of key document and customer records Resulting in: Improved customer experience and conversion Increased speed, transparency, accuracy and control with services operations Improved operational efficiency Customer Care and Retention We provide outsourced contact centre services to support activations, customer services, customer retention programs and additional sales. We have 39,000 agents in 150 centres and support 20 languages around the world Item Processing We provide processing services across a range of products including commercial real estate finance, loan processing, ACH payment processing, escrow management, verification services, RESPA compliance, auditing and review. Collections We provide services in support of collections in loan, mortgage and credit card products. With leading edge technology platforms, contact centre staff and business processes, we raise the effectiveness of your collections function improving customer profitability. epresentment We provide electronic statements, bills and correspondence with sophisticated capabilities for rich personalisation and transpromotion. These services convert your correspondence to an opportunity to inform and build awareness providing a differentiated level of service. Santander Consumer USA ACS s loan servicing and collections has not only transformed our ability to serve borrowers, it has elevated us strategically by providing a stateof-the-art platform for us to handle additional business. Their customised system and expertise have allowed us to redirect internal resources to increase our focus on key objectives. Don Goin, Chief Information Officer, Santander Consumer USA

5 Front Office Solutions Multi Channel Communication Delivery We enable banks to deliver a better branded customer experience through improved communications across distribution channels. With best practice, expertise and a leading technology platform, we enable a consistent, personalised experience across the channels customers prefer, in print, on the web and mobile. Customer Correspondence We engineer better communications and effectively deliver high volume customer documents for acquisition campaigns, and customer documents such as statements, bills, notices and disclosure in a secure and compliant infrastructure Inbound/Outbound We streamline the creation, production and delivery of customer communications. Guardian Life Insurance Co. Cost effective web portal that provides instant access to a comprehensive online portfolio of sales collateral. Managed content eliminated document obsolescence and improved industry compliance.

6 Back Office Solutions Marketing Resource / Collateral Management We leverage best practices with a leading technology platform to consolidate and streamline the management of brand communications resources. Working with our document advisors, we design customer communications for high effectiveness while maintaining brand adherence and regulatory compliance. Mailroom We drive efficiency and cost effectiveness of mail handling functions using state of the art scanning technology, document recognition software and best practices. We capture and digitise paper mail, enabling digital workflow and reducing physical mail handling, lowering cost, improving compliance and performance. Enterprise Print We help transform the enterprise print process empowering our clients to print from anywhere to anywhere while delivering higher cost savings, ensuring greater security for company sensitive information, improving employee productivity and reducing the document related environmental impact. Records Management We provide services for document scanning, imaging and management. We excel at transforming high-volume paperbased or outdated electronic filing and storage systems into powerful web-based digital records management systems that provide the latest in file accessibility, processing capability, security and disaster preparedness. Leading Canadian Bank Xerox developed and operates a centre of excellence for records digitisation and active management and achieved a 20% cost reduction. Fast fulfilment of thousands of daily information requests from over 26 million digital records.

7 Corporate Finance and Accounting We can help manage a broad spectrum of finance and accounting outsourcing services, including procure to pay, order to cash, treasury & payroll, accounting, closing & reporting, financial planning & analysis. Our Finance & Accounting professionals are currently: Managing $35 billion in fixed assets annually Processing $421 billion in global payables each year Performing 180,000 account reconciliations annually Processing payroll for over 500,000 customer employees in 12 countries HR We have proprietary tools, processes and people to deliver HR outsourcing services and results including: HR Management Benefits Administration Learning HR Consulting IT Outsourcing Our IT Consulting focus on these key areas: Risk Management Managed IT Procurement Telecommunications Expense Management Asset Management The Asset Management program alone can reduce overall IT cost of ownership by 10 to 15 percent, while improving operational efficiency. Legal We combine full spectrum e-discovery processing services with discovery management and consulting services delivered on a cutting edge hosting platform. This allows our clients to process and review data faster, more accurately and cost effectively. Global Manufacturing Company Centralised database for discovery documents with standardised work processes. Millions in annual savings and 30% reduction in the need for outside counsel.

8 Innovation Xerox has a proud tradition of pioneering research. Chester Carlson s invention of xerography, more than 60 years ago, was an extraordinary milestone in the development of the modern information age. Xerox researchers and business teams worldwide continue to create an ongoing stream of product and service innovations. Canada Founded in 1974, leverages its core competencies in materials design, synthesis, characterisation, evaluation and scale-up to deliver with partners environmentally sound materials and processes that support higher quality and lower cost colour and monochrome products for both office and production markets. France Founded in the early 90s in France and focused on research in text and image content processing, document transformations, data mining and the understanding of work practices. Technology applications are developed to streamline document intensive processes, bridge the paper and digital worlds and ease the task of information management in multiple languages. India The India Innovation Hub is the newest addition to the Innovation Group. The Hub will explore, develop and incubate innovative document management solutions for locally relevant problems as well as advance innovation in global services delivery by leveraging the latest compute paradigms and emerging business models. New York Located in Webster NY and founded in 1960, this centre has a broad charter to incubate and innovate across the spectrum of devices, solutions and services. More recently the centre has expanded to encompass an integrated, end to end view of Xerox products, solutions and services technologies in collaboration with value chain partners through the company. PARC Founded in 1970, and located in California, PARC was the birthplace of technologies such as laser printing, Ethernet, the graphical user interface and ubiquitous computing. As a wholly owned subsidiary, together with Xerox they are defining a new vision for how pioneering research creates commercial impact.