REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH

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1 REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH Partner of choice for CX Cloud The customer is being rediscovered giving rise to the need for a defined and actionable enterprise customer experience strategy that drives a renewed focus on customer acquisition, retention and delight. Each and every customer interaction delivers a brand experience, and with ITC Infotech s services & solutions for, Loyalty, Service, you can ensure your most profitable customers stay loyal. An integrated approach to enable exceptional Customer Experience ecommerce CHANNEL SALES IN STORE DIRECT SALES WEB FIELD SERVICE KIOSK SOCIAL MOBILE CONTACT CENTER Sales Service Loyalty Partner Social & RightNow Siebel Loyalty Management Mobility Eloqua Siebel Responsys Clienteling SRM Pre-built Web Services in Siebel Loyalty for Integration Real Time and Batch Processes Eloqua Siebel Integration Customer Hub OBIEE, Advanced Analytics

2 ITC INFOTECH S CX TRANSFORMATION FRAMEWORK ITC Infotech helps various consumer facing ITC Infotech also partner s with companies to businesses (airlines, retail & packaged goods, execute CX ser vices like Campaign hospitality) establish & transform their Management, Loyalty Management, SVoC Customer Experience (CX) initiatives right from (Single view of Customer), BI& helps businesses creating the CX Strategy &Roadmap design by offer true omni-channel customer experience incorporating key CX design tools like by providing mobility based solutions like m- Customer Journey Map (CJM) to implementing commerce, loyalty &Clienteleing applications. technology solutions & creating a single source of truth for all customer interactions & defining value generated from insights. As a leading Partner, ITC Infotech brings in vast experience and expertise to help you adopt & leverage technologies. ITC Infotech s Solutions on CX Technologies, Across Industries User Groups Backend System CX Technologies Channels B2B Siebel Trade Promotion Mgmt Customer Hub Customer Value Mgmt. (CVM) Social Media RADAR/ Monito for Socila Media Monitoring / Analytics Cloud EASI: Siebel-Eloqua Cloud Connector Siebel CRM Service Management/ Call Center / SMS Website Customer Portal Loyalty site Service site ITC Infotech s Pre-configured Trade Promotion, Claims, Settlements, Optimization & Analytics Services CVM For Retail CVM For Airline & Hospitality Social Cloud Open UI/UX Innovations Loyalty Service Cloud Customer Analytics OBIEE Customer Datamart B2C Operations Team Mobile Customer Mobisite Customer App Clienteling Commerce ATG Retail Accelerator PLUM - Retail Loyalty Accelerator SimpliFlyer - Airline Loyalty Accelerator Product/Category Mgmt/Revenue Mgmt Team ITC Infotech IP solutions ATiBodh, PaTRONE, iplum Retail ORPOS MICROS ITC Infotech s IP Solutions OADM ++ -Extended Airlines data model with operational & analytical reports on EXADATA Loyalty Analytics ++ - Extended Dashboards/ Reports for Airlines Loyalty Integrators with Airlines RES System, POS systems, PMS systems, etc. CUSTOMER VALUE MANAGEMENT (CVM) ITC Infotech s Customer Value Management Service and Single View of Customer (SVoC) Solutions addresses the challenges arising from lack of cleansed customer master data, lack of single source of truth, cost prohibitive analytics, infrastructure overheads, limited campaign management capabilities, lack of BI and lack of campaign ROI metrics and evaluation. Evaluate Campaigns 5 Cleanse, Integrate & Analyze Sales Transaction Data Identify basic Customer Attributes Identifying Value unlocking opportunities Campaign Strategy (Themes) Configure Campaign Execute Campaigns Analyze Data Execute Campaigns through Campaign Mgmt Tool & Partners Closed Loop CVM Process Customer Value Management is a closed loop course corrected process with a focus to enhance knowledge about the customer through analytical methods, aimed at driving/influencing customer behavior. Generate Insights Define Design & Create Campaigns 2 Identify Opportunities of Campaign 3 Macro Segmentation (Needs, Behaviour, Price sensitivity etc) Macro Segmentation & Insight Generation (Inside Out-Outside In) Campaign Planning Campaign Content & Brief Development Analyze Campaign period Transaction data Calculate Baseline sales, Sales Lift Analyze performance & learning

3 ORACLE MARKETING CLOUD ORACLE SALES CLOUD With ITC Infotech, you can synergize Enterprise CRM with Digital Automation, to create a truly modern marketing system, through Cloud the only Modern solution with integrated marketing automation, content marketing, and social relationship marketing. helps Sales Management Teams across industries in planning, prospecting, collaborating and effective sales closures. helps customers improve productivity, Sales Force Automation, and most importantly Any Where-Any Time ease of use. The embedded analytics and real time reporting provides complete business insights to the Sales Management team thus transforming the application as decision support system rather than just a sales utility application. ITC Infotech offers flexible pricing models & packages for Eloqua&EASI Connector, to meet varied requirements: EASI Simplify your Enterprise Automation requirements Leverage the power of Eloqua Automation in an existing Siebel account by using EASI, an Integration solution built by ITC Infotech between Eloqua and Siebel. ITC Infotech provides services for Seibel Eloqua integration, to enable a single, integrated and highly personalized CX lifecycle. Leverage ITC Infotech s Cloud Connector for Eloqua and Siebel Integration EASI. EASI is endorsed by Siebel and Eloqua Product team. Packages:! Combo: Eloqua Implementation Services with EASI Connector! On its own: EASI Connector Only ITC Infotech s Pricing Models for Automation: ITC Infotech s Trade Promotions Management Solution for CG on : Powered by over 14 years of successful global implementations and contribution towards CRM product roadmap with deep domain expertise, ITC Infotech has launched the leading edge for the next wave of sales for ceautomation. ITC Infotech s pre-configured, light weight and quick start Trade Promotions Management solution on helps customers plan, execute and optimize your investments to influence the bottom-line. It enables access to intuitive, actionable and consistent data for Promotions Planning and Analysis.! Bronze, for accelerated ROI: (Timeline: 3-4 weeks) Lower TCO! Silver, for multi-wave campaign management & Multi-attribute segmentation: (Timeline: weeks)! Gold, for comprehensive multi-channel campaign management: (Timeline: weeks) Pay As you Go No Maintenance Anywhere, Anytime Reliability Holistic Business Insight ITC Infotech s EASI Migration model helps accelerates adoption, through Assessment, Planning, Implementation Support and ongoing Improvements via steady state optimized data-driven Programs. Scalability Rapid Deployment Zero Downtime Align Optimize Acelerate Itc Infotech's Trade Management on Cloud PLAN EXECUTE Key Benefits:! Streamlined, intelligent promotion planning process! Customer centric joint business planning and intelligent calendaring! Hosted solution so Zero Capex! Pay as-you-use Model! Visual workflow! Complete Integrated Security, Database access and powered by Web Logic Server! Faster Time to Market (8 Weeks) - with ITC Infotech s Accelerators and robust templates help > Reduced cycle times to build and deploy OPTIMIZE Integrated platform for the Travel industry: ITC Infotech s solution powered by enables management of Sales, & Service functionalities, with pre-built configurations bringing down the implementation time. ITC Infotech s Cloud hosted Comprehensive Trade Management (CTM) Solution: ITC Infotech is an global Business Process Services partner for offering the CTM solution to the Consumer Goods industry worldwide. ITC Infotech will make the CTM solution available in the cloud with hosted Exadata, Exalytics and Exalogic hardware, managed technical services and business services, all on a subscriptionbased pricing model.

4 ORACLE SERVICE CLOUD ITC Infotech also helps in empowering after- sales and service teams to deliver greater service profitability, and better manage customer demand by empowering teams with real-time, relevant information. To thrive in today's customer empowered environment, brands need to deliver the best customer experiences when, where and how customers want it. ITC Infotech helps customers integrate Service Cloud into their existing Web, Social and Contact Center experiences for a unified, cross-channel service solution in the Cloud, enabling organizations to increase sales and adoption, build trust and strengthen relationships, and reduce costs and effort. Gain unified customer insight across channels Empower employees with knowledge and tools Adapt your business at cloud speed to deliver the very best service With ITC Infotech, customers can reduce costs by enabling increased customer Self Service and reducing inbound calls. This is driven by developing a better & more comprehensive understanding of the end-customer, and combining multi-channel customer data with the company s internal customer insights to create a 360 view. SELECT CASE STUDY SNAPSHOTS Success delivered Customer Experience Transformation for a Health & Wellness retailer with over 750 stores across UK Customer Experience Transformation for a leading Asian carrier POS & loyalty backend integration enhances customer experience for a US$ 4.7 billion retail group Enhancing end-user experience for one of the world's oldest operating airlines Trade Promotion Management for a US based leading Household Consumer Products Open UI/UX transformation global leader in protection solutions ITC Infotech: Partner of Choice for Technologies Industry recognitions ITC Infotech is mentioned in Forrester Research reporttitled: The New Breed of Services Partner. This report mentions ITC Infotech among Leading Services Providers globally. The report also cites ITC Infotech has a strong choice for projects in airlines, retail, and CPG. ITC Infotech is featured in research report by Gartner Inc., titled: Vendor Panorama for Trade Promotion Management in Consumer Goods, 2014.This report highlight s ITC Infotech s ability to deliver against industry requirements and recognizes ITC Infotech s unique positioning: consulting firm, outsourcer and TPM/TPO software company puts it in a rather unique category.

5 GLOBAL SNAPSHOT Offices in 15 Countries 7 development centers globally 85 Customers are Fortune 500 Companies 24*7 Operations Client engagements in 35 countries Over 250 Customers 9 of the Top 10 Customers - with us for over 6 years About ITC Infotech ITC Infotech is s leading Cloud and CX partner, with deep expertise across technologies. ITC Infotech end-to-end services are powered by rich experience across 's current and nextgeneration CRM, BI & Middleware, an codevelopment partnership and a dedicated " Industry Solutions Center-of-Excellence". Forrester Research, an independent technology and market research company, has mentioned ITC Infotech in their report featuring leading services providers. ITC Infotech is a global IT services &solutions company, and a fully owned subsidiary of US$ 7 bn ITC Ltd, one of India s largest diversified conglomerates. F o r m o re i n f o r m a t i o n, p l e a s e w r i te to:

REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH

REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECH Partner of choice for CX Cloud The customer is being rediscovered giving rise to the need for a defined and actionable enterprise customer experience strategy

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