a better way to work for Banking and Finance

Transcription

1 a better way to work for Banking and Finance

2 What is OpenSpan for Financial Services Banks and financial institutions face numerous challenges in today s economic environment. In order to establish and maintain a position of leadership in the market they need to: where people and technology meet Differentiate themselves based on customer experience. Fundamentally reduce costs, with a focus on sustainable vs. isolated cost reductions. Improve performance by driving revenue. Head off security threats. Respond to ever-increasing regulation. OpenSpan has implemented solutions at hundreds of companies representing hundreds of thousands of users.

3 Who uses OpenSpan OpenSpan is used in virtually every industry, with Fortune 500 customers in Banking and Financial Services, Insurance, Telecommunications, Retail and Technology markets including: Three of the U.K. Big Four and three of the top six U.S. commercial banks in the Fortune 500. Two of the top five managed health plans in the Forbes Global Two of the top five property and casualty insurers in the Fortune 500. Two of the largest telecommunications firms in the Fortune 500 and three of the top telecommunications and cable providers in the Forbes Global One of the top three information technology services companies and one of the top three computer hardware manufacturers in the Fortune 500. Two of the top five U.S. food and drug retailers in the Fortune 500. OpenSpan has the proven capabilities and expertise to help banks of all sizes achieve these objectives. COST REDUCTION LEVERAGE EXISTING INVESTMENTS REDUCE FRAUD RISK CUSTOMER EXPERIENCE INNOVATIVE TECHNOLOGY IMPROVE REVENUE SPEED TO SOLUTION & ROI

4 Client Project: A regional bank with more than 400 branches empowered their agents by presenting relevant customer banking information from multiple systems into a single 360 degree toolbar on the agent s desktop. CUSTOMER EXPERIENCE Project Results: The customer experience improved because contact center agents now see all of the customer information they need at the beginning of each call, enabling them to quickly build rapport and derive additional value from every interaction. Productivity has increased by over 20% because the Customer 360 view has eliminated redundant and time consuming call setup and search activities.

5 Client Project: One division of a multinational banking and financial services company streamlined their call center agent activity by integrating disparate backend systems and simplifying the user s desktop. COST REDUCTION Project Results: The center was able to shrink the agent population by 46% through natural attrition during the first two years of the project. While the volume of customer interactions remained unchanged, average revenue per call increased by 135 percent while labor and training cost savings exceeded 5.6 million ($7.05 million) in the first year.

6 REDUCE FRAUD RISK Client Project: The retail banking department of one of the world s largest financial services groups uses OpenSpan to gain visibility into fraud processes, and then streamline the processing of transaction fraud alerts for debit cardholders. Project Results: Increased security OpenSpan shortened fraud processing cycles and case resolution through automation. This allows the bank to cap ATM or credit limits quickly and reduces fraud exposure to the bank and its customers. In less than two months, this customer was able to deploy a solution which enables the same staff to handle twice the number of fraud cases.

7 Client Project: A large bank with more than 1,500 locations took on an initiative to improve the performance of their up-sell and cross-sell marketing programs by arming tellers with customized offers at the time of service, thus effectively turning tellers into sales agents. REVENUE IMPROVE Project Results: The solution presented tellers with credit card, loan and special investment product offers to the top 20% of the client s customer base within their existing teller application driving significant gains in up-sell revenue. The OpenSpan up-sell solution was built and deployed to over 500 branches in under three months.

8 OPENSPAN BY THE NUMBERS OPENSPAN BY THE NUMBERS THE RESULTS OF OUR CUSTOMERS PROCESS IMPROVEMENT EFFORTS IN 2011 IMPROVING PRODUCTIVITY IMPROVING PRODUCTIVITY OPENSPAN CUSTOMERS ENJOY SIGNIFICANT PRODUCTIVITY GAINS $1.6 BILLION saved in ONE YEAR 1.1 BILLION processes improved ANNUALLY 19% call center productivity 29% Back-office productivity OpenSpan customers saved an estimated aggregate $1.6 billion in OpenSpan technology impacted more than a billion of our customers processes in the front office, back office and cloud. 21% Overall productivity

9 a better way to work BOOK-FS-V Cicero Drive, Suite 200 Alpharetta, GA * [email protected] '