Tools for Your Financial Institution

Transcription

1 Tools for Your Financial Institution A look at the major features and applications of ClickRSVP s Marketing Application designed and optimized for financial institutions. Version 9.0 1/2/2012

2 ` Table of Contents Conductor Version Demos and Samples... 2 Supports ALL your Communications for the Highest ROI... 3 List and Subscriber Management... 3 Build Your List and Maximize your ROI... 4 NEW! CSR / Front-Line Interface... 4 Multi-Level Preference Center... 4 Security and Compliance... 5 Powerful Reporting Tools... 5 Marketing Automation for Business Development... 6 Social Media Support and Reporting... 6 Built-In Landing Pages and Review/Feedback Tools... 7 Integrated Smart Survey Tools and Services... 7 Campaign Builder and Scheduler... 7 Templates, Tools and Content... 8 Data Automation and Synchronization... 8 Options, Support and Professional Services... 9 Support Plans... 9 Budgeting Notes, Questions, Comments ClickRSVP Major Features & Benefits 1 Confidential & Proprietary

3 Introduction Conductor Version 9.0 ClickRSVP is proud to introduce Version 9.0 of Conductor, our flagship application originally released in Conductor is a unique product among service providers (ESPs). That s because it was developed specifically to support the unique requirements of the financial institution industry. We understand that marketing may not be at the top of your strategic channels right now. But that s just a matter of time, and we re in this for the long run. So, our goal is to help make more valuable to you right now, by supporting ALL your communications: marketing, relational, operational, and transactional. That s why, each year we add one major upgrade plus a minor update. The features we add are driven by your requests; your wish list is our wish list and we charge our development team with making it a reality. You our customers and prospective customers - are an integral part of our product development process. What follows is more a basic set of features and capabilities. Conductor is a powerhouse application, able to support just about any e-marketing initiative you can conjure up. If you have an idea or a need, and you don t see it here, don t assume we can t do it. Simply give us a call and describe what you have in mind. We ve probably done it or have it ready to go. More than 200 financial institutions use or have used Conductor for programs ranging from e- newsletters to e-statement notifications, survey delivery, operational notices, dynamically rendered messages, complex matrix campaigns even full support for Regulation E (Debit Card Overdraft Opt-in) registration. We look forward to meeting your unique needs as well. Best regards, Ray Parenteau Founder and President [email protected] Ext 102 Demos and Samples For demos, samples and other materials, please contact our support team at [email protected]. ClickRSVP Major Features & Benefits 2 Confidential & Proprietary

4 Supports ALL your Communications for the Highest ROI Our Conductor platform is designed to support all your needs, delivering a consistent, coordinated brand experience and greater return for your investment. Centralized data management for opt-outs and preferences integrated with your core / system-of-record and other back-end applications Custom-branded e-newsletters not cookie-cutter templates plus great looking, tested templates to support other types of communications. Access to our FREE content and extensive image library Powerful list management tools for precision targeting Integration and automation features for hands-off management of programs such as: Onboarding and matrix-mail programs E-statement notices (complete with your custom branding and full reporting) Annual Privacy Notices (GLBA) Automatic birthday and anniversary messages Other operational / transactional messages Premium delivery with SenderScore Because of our sender reputation, backed and validated by Return Path s Sender Score program, our clients enjoy some of the highest delivery levels. With minor configurations, clients can also qualify for our SenderScore delivery servers. This becomes important when dealing with mission-critical messages. List and Subscriber Management The single most important part of your program is your data. Fortunately, we provide some of the most powerful list management features in the industry to help you maximize your list power. Worried about CAN-SPAM? Our multi-level opt-out system plus subscriber audit trail keeps you compliant. Powerful import function includes auto-scrubbing of duplicates, opt-outs, and bad addresses. Easily import opt-out and other suppression lists. Ability to save and re-use field mappings for faster, easier future imports. Up to 28 subscriber profile fields for campaign selection, message personalization and reporting. Unlimited number of custom fields for static and dynamic content in messages. NEW! Audit trail for subscriber data changes and history. Unlimited number of sub-lists, each with their own profile characteristics (sender name, replyto address, and welcome messages). ClickRSVP Major Features & Benefits 3 Confidential & Proprietary

5 Easily export subscriber data with predefined and custom reports. NOTE: Exports are restricted to users with specific permissions. NEW! Subscriber Preference Center enables granular opt-out of specific lists, while retaining contact for operational and other types of messages that your customers want and need to receive. (Details below.) Build Your List and Maximize your ROI Our unique Permission Activation Program has been used by dozens of financial institutions to achieve success and build critical mass. Using our method, clients are seeing subscriber retention rates over more than 95%. In addition, Conductor s integration features enable you to continue to grow your list organically, with valid, deliverable addresses. - Web forms with auto-responders - Integration with existing account opening systems - Support for list growth promotions NEW! CSR / Front-Line Interface As your communications become more visible, the need to access a customer s history becomes more important. Customer-facing staff may need to answer questions about a specific campaign, validate a special offer, or change a customer s preferences. Our new CSR Interface allows designated, logged in users to quickly find and review a customer s record and (where permitted) make changes to mail preferences, etc. All user access is role-based and is logged to an audit trail. Access can be granted via the Conductor interface or through Single Sign- On integration with your system. Multi-Level Preference Center It s a fact: most of your customers want to hear from you via . Now you can provide the granular preference control you need and your customers want! Your Preference Center allows customers to opt-in or opt-out of various types of messages (newsletters, alerts, product announcements, specific topics, etc.) while allowing you to send non-marketing / operational messages. Communicate the expectations that enable you to send operational messages such as e-statement notices, system update notifications, privacy notices, alerts, etc. outside the scope of CAN-SPAM. ClickRSVP Major Features & Benefits 4 Confidential & Proprietary

6 Unlike basic list management applications, the Preference Center is highly customizable, allowing you to deliver the right messaging and user experience for your customer. Additionally, you have custom options for allowing or disallowing subscribers to update name and address, and the ability to include text specific to your institution (e.g. For questions, please contact customer service at ). This supports the ability to require changes to customer personal information through your core system and then automatically update your database. Events in the Preference Center can be forwarded to a person, a group, or an application in your environment to simplify synchronization with your core in real-time or through nightly batches. Security and Compliance Data security is our top priority. Our applications, databases and processes are locked down to significantly reduce security risks. Our team understands what it takes to satisfy the toughest IT, Risk and Compliance stakeholders and is focused on maintaining the highest security standards. Conductor works with user-level roles and program access. This means that system users are given specific rights and access to designated lists and sensitive functions (like data export). This protects your data from unauthorized use. In addition, all user activity is logged to a permanent audit trail. Your data is hosted in a Tier 1 datacenter with SSAE-16 audits (formerly SAS-70 Type 2), as well as PCI, HIPAA, and SOX certifications. Contact us for full security and risk assessment details. We also provide options for custom security settings specific to your account. NEW! IP Address lockdown can be enabled to restrict access to your data from your network. Powerful Reporting Tools With its relational database design, Conductor provides a full range of campaign and historical reports for views(open), clicks, social network shares, subscriber feedback and list activity. View campaign activity in real time. NEW! Graphical reports including trend-lines and charts Easily refine reports by date, campaign, even individual subscriber activity or subscriber attribute View reports online... export to Excel... or directly to colleagues with one click Measure ROI with integrated tracking links on your website Drill-down to specific details like who clicked on a specific link. Use these drill-downs to create targeted follow-up lists ClickRSVP Major Features & Benefits 5 Confidential & Proprietary

7 Administrative and subscriber reports can be ed automatically to multiple designated recipients. Marketing Automation for Business Development Conductor goes beyond creating and delivering campaigns and newsletters. When integrated with your business development and loan officer contact programs, it becomes a powerful lead alert and prospect nurturing system. Empower your customer-facing sales team with their own personalized message templates and prospect lists all while remaining compliant with CAN-SPAM and best practices.* Enable closed loop marketing; for example, when a recipient clicks on a specific link or offer, the information can be automatically added to a special prospect list for subsequent follow-up. This, in turn can trigger an additional message (or sequence) to the prospect, and notify the sales team responsible for that particular offer or product. *IMPORTANT NOTE ABOUT PROSPECT LISTS: ClickRSVP like most ethical service providers is CAN-SPAM compliant and does not allow "cold prospecting" via . Business officers are able to use the system to send personal messages, bank news and other promotional messages to existing customers and "qualified contacts." This would include prospects with which the business officer has previous personal contact and some expectation of communication has been set. Importing or ing "cold" prospects is specifically against our Terms of Service. Social Media Support and Reporting Social media is becoming an important channel for banks and credit unions. As an electronic channel, social media depends on for awareness and development. A solid foundation will help support and promote a more effective social media effort. Conductor s social media support continues to grow and currently supports function to: Include Share-With-Your-Network links in your messages (Facebook, Twitter, LinkedIn) Block out content areas within the message that you don t want shared or create an alternate version to be used for Sharing and Forwarding View Social Network Share reports for your campaigns and even identify "sharers" individually for special treatment NEW! Include Share With Your Network links on a Landing Page created with Conductor s built-in tool (Content Pages) NEW! Support for and promotional sign-up forms on your Facebook page. ClickRSVP Major Features & Benefits 6 Confidential & Proprietary

8 Built-In Landing Pages and Review/Feedback Tools Simplify your campaigns with our built-in landing page creation and hosting tools. Simply build or import your content in our WYSIWYG editor, save it, and point to it in your message. Landing pages can also contain personalized content pulled from subscriber data (including dynamic content areas). Clicks to the landing page are tracked for reporting. NEW! Conductor Content/Landing Pages are now shareable with social networks (Facebook, Twitter, and LinkedIn), so your customers can pass along your news and promotions to their friends. Looking for feedback? It s easy with our Review Pages. These are landing pages with a built-in ratingssystem feedback component (stars, thumbs-up, etc.) for up to 10 questions/items. Easy to set up and intuitive to use, Review Pages also enable recipients to request a follow-up and provide verbatim feedback. Plus you get full reporting metrics to help guide future programs! Integrated Smart Survey Tools and Services We ve partnered with a leading provider of survey tools to provide you with new, powerful ways to connect with customers right from your Conductor account. No more having to export files for surveys creating yet another disconnected information silo. Our Smart Surveys can capture valuable information right into your customer s profile, where it can be used for follow-up. Here s just a short list of the types of surveys that are supported Post purchase surveys Customer satisfaction Net Promoter Score (NPS) Product reviews Polls Online pop-up surveys Event registration with follow-up surveys and lots more. Optimized Delivery: Smart Surveys are so intelligent that they ll deliver a mobile-optimized format if viewed on a smart phone. On the other end of the spectrum, if you don t have an address for a group of customers and need postal delivery or phone survey, we ve got that covered too. For full details please request our Smart Survey Product Document. Campaign Builder and Scheduler Conductor offers a powerful combination of tools to create complex campaigns or schedule automated deliveries of routine communications. ClickRSVP Major Features & Benefits 7 Confidential & Proprietary

9 Multi-list selection / suppression for precision targeting. Select recipients by demographic and/or subscriber history. Suppress recipients who received or responded to previous campaigns. Use subscriber attribute fields for targeting and personalization. Pre-launch testing to single address or approval test groups. Easily add seed lists for monitoring campaign delivery. NEW! Ask about our approval workflow process for your team. Create automated follow-ups to recipients that respond to a specific offer Save time and reuse previous campaign selection criteria. Schedule delivery up to 60 days in advance down to the quarter-hour. Schedule recurring campaigns to occur at specific times and days of the month or week (e.g. daily birthday sent to all subscribers whose birthday equals the current date). Automatically deliver campaign reports at scheduled intervals. Automatically send welcome letters and surveys to new accounts Templates, Tools and Content Custom-built templates fully branded for your institution for both marketing and operational messages (e-statement notifications, privacy notices, alerts, etc.) Powerful WYSIWYG editor for maximum flexibility Access to FREE financial images and financial content resources Build and re-use content blocks to save time and ensure consistency Easy mail-merge, social network sharing, forward-to-a-friend and mobile-friendly text version Save time and protect your work with auto-save, undo/re-do and integrated spell checker functions HTML optimized for viewing in most platforms Easy one-click creation of Text / Mobile Friendly version Send yourself a test message instantly without leaving the WYSIWYG editor NEW! Use dynamic content areas to send multiple versions of the same message based on subscriber attributes stored in Conductor (demographics, lifecycle, product usage, etc.) NEW! Ability to format different message versions for Forward-to-a-Friend and Social Network sharing Free Fraud / Scam alerts with ready-to-go templates Data Automation and Synchronization Automatically and securely synchronize addresses with core systems, MCIFs and other back-end applications Minimal programming required from your IT staff (use standard extract and import routines) ClickRSVP Major Features & Benefits 8 Confidential & Proprietary

10 Support for automated campaigns: welcome messages, onboarding programs, birthday/anniversary greetings, as well as online application follow-ups. Works with single records or batch files NOTE: requires additional setup and configuration Options, Support and Professional Services Whether you just want to an occasional campaign or you need a fullscale integrated program, ClickRSVP is committed to your success. Our team understands financial completely and can help you design, manage and grow your program. We understand that you may not deal with programs every day, so you receive continuous personal support from a dedicated account manager. You can specify the program elements you need at any time. Your standard set-up is designed to get you started quickly and in full compliance System, database and user set-up List import, scrub and results reporting Customized templates for e-newsletters, campaigns and alerts Permission Activation Program message and reports Ongoing training and support as needed (new features, etc.) In addition to standard setups, our professional team can work with you to develop all areas of your program including: Automated E-statement notifications System integration with Core, MCIF and other data sources (using batch files, FTP, and web service functions) Additional custom templates, including Dynamic Content messages that deliver highly personalized and customized versions Set-up recurring campaigns such as birthday and anniversary messages Support for onboarding and matrix/mail programs Database analysis and cleanup Custom interfaces for client-facing users (CSR s, business development staff, and IT support) Custom forms and workflows Event registration programs Custom surveys and polls Refer-a-friend programs Support Plans We offer four standard levels of support / service: ClickRSVP Major Features & Benefits 9 Confidential & Proprietary

11 - Self-service: includes implementation and general / basic product support, plus a la carte pricing for additional services as needed - Managed Messaging: We provide active assistance support for campaigns and newsletters in terms of building from client-supplied content, testing and deployments. Additional services and projects are available / scoped as needed. Managed Program Service (add-on to Managed Messaging): This covers other tasks and projects that are beyond and not related to deployments (Managed Messaging). This includes up to 2 hours per month for account status calls, consultative research/responses, and client-specific activity for program review and planning. Also includes one annual Report Card with notations and recommendations. Premium Program Service (add-on to Managed Messaging): This expands the Managed Program Service above to 4 hours per month, plus 2 Report Cards per year. Above and beyond the above, clients can also engage an account management team on a retainer or long-term project basis. This requires a Scope of Work and formal proposal. Budgeting How much should you budget for your program? Obviously, it all depends on a number of factors: - The number of addresses you have - The number and types of content tracks you are planning on an annual basis - How much of the work associated with content, production, and deployment you want to assume vs. having ClickRSVP provide those services - Whether you want to engage our team in an active consultative role for program planning, monitoring and review - Your overall marketing budget and resources Finally: what strategic value are you assigning to communications? Having a clear, strategic, and effective strategy is the single most important challenge and opportunity - facing financial institutions today. We firmly believe this can articulate and prove this point. But we know you have other channels and initiatives competing for limited resources. It s better to get started with a robust, basic program and grow it organically than to defer taking this important step. If you are not using to communicate with your customers right now, you are missing a huge opportunity. If you are using a basic self-service program for newsletters and announcements, you are on the right track, but you can probably benefit from a more robust, integrated system. Organizations that depend on e-marketing devote a significant portion of their budget to many in the 6-figure range. The reason is simple: returns the highest ROI (return on investment) of any ClickRSVP Major Features & Benefits 10 Confidential & Proprietary

12 other marketing channel. For financial institutions, we recommend allotting 3-5% of your marketing budget to . A popular approach especially for those relatively new to marketing or with limited resources is to sign up for a Managed Service program for 6-12 months to get the program launched and fully operational, and then take over the components that make the most sense for the situation. We will be happy to provide you some budgeting options based on your objectives and resources. Simply request our Needs Survey and schedule a no-cost initial consultation and demo. Notes, Questions, Comments Use this space for notes and questions For additional details or to schedule a personalized demo, please contact: 2 Evergreen Lane Suite A Hopedale Business Park Hopedale, MA Fax: ClickRSVP Information & Sales Team Ext. 300 [email protected] ClickRSVP Major Features & Benefits 11 Confidential & Proprietary