HP Exstream for Insurance
Brochure Deliver more engaging communications HP Exstream 9.5 Details make the difference Does it surprise you when Wouldn’t it be great if you could provide those “little” details to your customers in the your insurance company format and using the channel they prefer? Little details make all the difference in sends you a birthday card? customer relationships. So what about all those personalized solicitations, And that they know you go by communications, and emails companies send? Chuck, not Charles? And that Smart companies use customer communications to grow revenue and save money. they know you like to receive Your bills, statements, policies, and proposals can actually transform your customers’ perceptions of your business and generate long-lasting relationships. information through email HP Exstream is a multichannel, customer communication management (CCM) and not in your mailbox? software solution that leverages data and systems you already have to transform customer communications into a highly personalized, engaging customer experience.
Brochure | HP Exstream 9.5 Make better connections CIOs, CMOs, and CEOs worry about growing revenue and cutting costs. One way to grow revenue is to use communications to drive customer behavior, and this is best accomplished when customer receive the personalized, relevant information in the channel they prefer. Many companies assume that such a level of personalization would be too costly and complex to deploy. But what if there were a solution that not only helped you increase revenue with more targeted communications, but also helped you lower costs and simplify all of your communications processes? According to recent studies, the average American business loses 50% of its customers every five years. Two-thirds of these customers cite inadequate customer care as their primary reason for leaving.1 Other key findings include: • Acquiring new customers can cost as much as 5 times more than retaining current customers • Companies that prioritize the customer experience see 60% higher profits than their competitors • Satisfied customers tell 9 people how happy they are • Dissatisfied customers tell 22 people about their bad experiences • 80% of your future profits will come from 20% of your existing customers Turn your communications into a differentiator “The key for us was to find a HP Exstream helps you improve the customer experience and make customer interactions more profitable by bringing new life to your existing communications. From batch monthly statements to platform with rock solid real-time web self-service requests, and from email account notices to interactive communications, foundations, one that was you can transform customer insights into strong, personal connections. scalable and wouldn’t create Reach customers where, how, and when they want another silo. We have that with HP Exstream. It’s Customers switch channels 75% of the time when unsatisfied with the communication platform. modular, we can add to it— And when they change channels, they expect to continue the same conversation with a familiar and we know it will handle experience. But many enterprises find meeting this expectation difficult: 42% of customer service ten times more than we could agents use multiple applications when managing voice, chat, email, and social media inquiries.1 throw at it.” Use HP Exstream to take everything you know about your customers—like how they prefer receiving communications in Spanish, or how they like to receive their health plan EOB in the mail, – Asheem Dubey but receive copay amounts by SMS text—and transform it into personalized communications ECM manager customers access on their preferred devices. PEMCO Insurance New in HP Exstream 9.5 Now it’s easier than ever to connect with your customers. New features include: • Reduce time to market with easier design options for multichannel communications. You can share and drag and drop objects across multiple design types. • Easily create multi-language electronic communications using container designs. You can reuse design elements and provide information in different languages. • Enjoy improved support for bi-directional text, where characters may be written from either right-to-left or left-to-right direction, as in Arabic, Farsi, and Hebrew, for example. And support characters that change shape or combine (ligatures), depending on their location and the surrounding characters. This is common in scripts such as Khmer, Lao, and Thai. • HTML5 output allows you to transform and modify your existing applications for mobile apps, responsive designs, and ingestion into other systems. • Save time with new “schema model data files” and other improvements that greatly reduce or eliminate the need to normalize XML data. • Allow authorized end-users to copy and paste images in Live Editor. 2
Brochure | HP Exstream 9.5 Our customers have reduced document …2 Deliver a consistent, multichannel experience Production costs by $1.5 million Enterprises are responding to consumer preferences by increasingly sending customer per year communications through digital channels. HP Exstream helps you deliver timely, relevant, targeted messages across current and evolving formats and delivery methods. Development • Create engaging communications—including statements and bills—that include dynamic charts, time by more videos, hyperlinks, and other rich, multimedia elements. Interactive options allow your customers than 70% to drill down on key elements within a communication, across web and mobile devices. • Responsive design capabilities make HTML output scale and flow correctly for the device format Inventories on which it is presented, such as mobile, tablet, and desktop. Import and access cascading style sheets (CSS) directly from the design database, and easily create or update rich web content. (templates) by • Deliver accessible PDFs to your customer’s preferred electronic channel. Easily label and describe over 75% your communication’s visual elements. The PDFs comply with rigorous Web Content Accessibility Guidelines (WCAG) 2.0 standards to help you reduce legal risk, demonstrate social responsibility, and increase customer satisfaction and loyalty. • Jumpstart digital business and customer-centric initiatives. Free to our customers, HP Exstream Application Accelerators are Designed for Experience to help you reimagine your communications and business processes. Drive new levels of digital experience for your employees, partners, and customers by offering best-practice multichannel communication templates. Ensure brand consistency, using tools to control and standardize the delivery of messages, graphics, and content Retrieve virtually any type of data or Use everything you know Easily and automatically content—whether structured or about your customers to incorporate approved unstructured—and transform it into present them with tailored content in document white meaningful communications messages and help cross-sell space and upsell the most relevant products and services 3
Brochure | HP Exstream 9.5 Set your company apart For the second year in a Improve customer engagement row, HP Exstream was Make the most of every customer touchpoint with insightful, high-impact communications that put named a leader in the customers and their needs first. Gartner Magic Quadrant for • No matter whether customers get printed communications in the mail, or they get email Customer Communications notifications with links to statements or text message alerts, HP Exstream enables you to Management Software provide a consistent multichannel customer experience. 3 • Reach customers just how they like, through their preferred channels, including print, email, report (November 2014). mobile apps, the web, social media, and SMS texts. Increase profitability Strengthen your bottom line through more effective communications. HP Exstream helps you attract, acquire, service, and retain customers—which helps grow revenue. • Reach customers faster with timely offers and promotions for new products and services, based on an up-to-date understanding of their needs and desires. • Reduce the total cost of designing, testing, producing, and delivering communications across all channels by managing and repurposing design assets and compliant content. • Design, develop, and approve content once, then reuse it across multiple communications to increase efficiency and reduce production costs. Mitigate risk Produce relevant marketing messages and promotions, account updates, and statements that include fully compliant, updated information. • Easily maintain regulatory compliance by automatically including mandatory content, including current terms and conditions, updates, and notices. • Maintain the compliance, consistency, and proven processes of traditional print channels as you transition from print-centric to digital delivery methods. • For electronic communications, you can track delivery and respond automatically to failures or bounce-backs through an unlimited number of failover channels. Get consolidated visibility into delivery, tracking, and response information for electronic communications. Communications for every step of the customer life cycle Grow Attract • Targeted offers • Marketing campaigns Real-world ROI and promotions • Targeted direct mail • TransPromo • Quotes and proposals HP Exstream customers see real world messages benefits. We’ve helped customers • Loyalty programs reduce:2 • Agent postcards • Document processing time by an average of 77% Service Acquire • Document maintenance costs by over • Statements • New products and 58% a year • Bills services • Postage and paper costs by an • Notices • Enrollments average of over $1 million per year • Personalized • Account openings newsletters • Contracts 4
Brochure | HP Exstream 9.5 A single Data input flexibility Performance Output processing enterprise Enterprise content Delivery channel HP Software Big Print and communications Data ECM/WCM mail solution Email ECM Designed to excel in even the most complex repositories HP Exstream Mobile IT environments, HP Exstream offers simple • Structured integration and deployment. Built to Business • On-demand Social optimize the development and production of systems compelling customer communications, and • Interactive designed with robust architecture to power Web business performance, HP Exstream stands CRM out from the competition. Personalized video Cloud apps Customer interaction Workflow and process automation Analytics / Insight / Targeting Powerful production Meet the demands of multichannel customer communications with the fastest and most reliable production engine on the market. Get more done faster and with less IT infrastructure. • Meet both your business and customer needs with the ability to process structured/high-volume, real-time, and interactive communications. • Produce millions of statements in a tight production window and respond to on-demand requests in sub-second cycles. • Take advantage of a continuously improving production engine—with added power and accessibility—without needing to rewrite or reconfigure your proprietary applications. Simplified integration Use web services and other standard methods to integrate this software solution without needing to rethink your existing systems. • Retain your go-to internal and external data sources, and process content without retooling. “HP Exstream performs • Process data in its native format from multiple sources at once, without normalizing or wonderfully on every level. converting, including fixed-field records from a mainframe and XML data from a call center. It is saving us money, • Eliminate failure points in redundant consolidation, conversion, and normalization processes. reducing our print output Enjoy easy, flexible cloud options and improving the way in With HP Exstream Cloud Production, you can deliver CCM applications faster and with lower start-up which we communicate costs. Cloud Production delivers communication composition for HP Exstream communication with our customers.” applications as a secure, public, cloud-hosted service. – Graham Measures You pay for a subscription plan that fits your level of usage. This makes smaller projects easier to Communications manager get approved and deploy. It also means that smaller businesses can foray into CCM with minimal Aviva risk. And departments that have budget for operational expenses—but not capital expenses—can Get the case study!4 support new projects that connect with more customers. 5
Brochure | HP Exstream 9.5 “With HP Exstream, we saved Produce fully personalized documents in high volumes time and money. We also Regardless of document type, variable content, or delivery channel, HP Exstream lets you easily improved our brand image, produce vast numbers—millions per CPU hour—of complex, structured documents that will and the ability to add connect with each of your customers individually. marketing messages and • Control postage weights, prepare data for postal sort, drive inserters, and household documents cross-selling to our to improve customer satisfaction and save printing and postage costs. communications is enabling • Easily test document applications to significantly improve productivity and optimize performance. While viewing test documents, you can simply click a design object to enter the us to attract more design environment and make changes. customers from the • View, compare, transform, and enhance AFP and other high-volume print formats. market.” Count on ease of use – Taşkın Kayıkçıoğlu Chief information officer HP Exstream’s user interface is now easier to use and more intuitive than ever. With a consistent Groupama Sigorta look and feel across HP Exstream’s capabilities, designing, delivering, and managing your customer Get the case study!5 conversations has never been simpler. You can reduce time to market for updates or new communications with HP Exstream’s robust design environment. Create content that’s easy to read and looks great whether viewed on your customer’s mobile device, tablet, or computer. Give business users greater ownership of their work with intuitive, role-specific interfaces and tools that bridge the gap with IT. • Make it easy for business users to develop and deliver communications to the customers they Easily design for all of know best through graphical user interfaces that are tailored to specific roles. your customers’ preferred • Maintain content in preferred formats, such as PDF and DOCX. channels—including print, • Support compliance efforts with testing tools that shorten the testing phase, helping you save email, mobile apps, the money and ensure error-free communications go out on time to their intended destinations. web, social media, and SMS texts—in a single, unified environment Familiar controls simplify Easily build dynamic communication design communications 6
Brochure | HP Exstream 9.5 “Using HP Exstream has Deliver better, faster responses to customers enabled us to automate the HP Exstream interactive documents deliver a controlled editing experience. Help your customer- production of 160,000 facing employees quickly follow up interactions with highly personalized communications. emails which were • Balance business compliance and standards with the freedom to create truly personalized, one- previously created manually. to-one communications in a controlled editing environment. The Return on Investment is • Guide users through creating individual communications that leverage HP Exstream’s unrivalled huge from a time saving capabilities to dynamically access your data and content from multiple sources and deliver to virtually any print or electronic channel. perspective for our • Support a wide variety of interactive communications, including correspondence, long customers.” documents, brochures, proposals, and welcome kits. Rather than using a series of web screens, the document itself is interactive, and so it remains the point of record for the entire transaction, – Rex Price, including tracked changes and data and content incorporation. Director, Document Management HP Exstream Empower Editor provides interactive document editing directly from a web browser, Center of Excellence with no additional download or installation. Designed for business users, the intuitive interface Unum Group allows authorized users inside and outside your business to personalize communications, while Get the case study!6 ensuring consistent branding and required legal and compliance language. Take control of your messaging Open up content creation to distributed business users, while IT continues to maintain document layout, data, output, and operational controls. HP Exstream’s portfolio includes two content editing options. Select the one that best meets your business requirements. • HP Exstream Messagepoint is a subscription software as a service (SaaS) designed to let content experts and business users collaborate on content creation and approvals from an easy to use, intuitive web interface. Business content—like correspondence text and graphics, legal text, and marketing promotions—is stored in the cloud for easy access and fast implementation, while customer data remains in your secure, on-premise data repository. • HP Exstream Remote Collaboration, directly integrated with HP Exstream’s design database, offers ease of creation and ongoing maintenance of design objects with minimal IT involvement. It is deployed on premise and has a perpetual license purchasing model. The browser-based user interface integrates seamlessly with HP Exstream applications and provides access to the same design environment and database. There are no additional systems to maintain, and enhanced security features ensure your data remains safe. Both solutions offer intelligent workflows that ensure appropriate and timely message implementation and speed the time from concept to production. Business users can define business rules that are triggered by customer data. This lets them control how content and targeted messages are prioritized and integrated into multichannel communications. Streamline workflows and approval processes Insert targeted messages and offers based on user-defined rules and priorities Add personalized content like signatures and individual messages 7
Brochure | HP Exstream 9.5 HP Exstream is an intuitive, end-to-end customer communication solution proven to make every customer interaction more profitable Support regional needs and global growth Meet domestic requirements for providing communications in a customer’s preferred language, and easily adapt document applications as the enterprise moves into new global territories. • Get complex multi-language support in a single Unicode product, with broad support for documents that use double-byte character sets (DBCS). • Users can easily switch between language layers in interactive documents, and language translation tasks are aided by special user-interface views. Speed deployment and ease integration Most businesses can’t afford breakdowns in their document creation and delivery processes, and for some it might mean putting millions of dollars at risk—such as when statements are not sent out on time due to production errors. Administrators can use HP Exstream Command Center to quickly and easily: • Enable automated job scheduling configured specifically around your application requirements. • Plan, schedule, and optimize document production in nearly any production environment system, from the most basic to the very complex—even when printing is outsourced. Why HP? HP has developed and implemented customer communications solutions in hundreds of Fortune 500 enterprises around the world. In addition, HP offers a wide range of training, consulting, and technical support services to maximize your investment in our products. “ HP Exstream continues to Contact us be a leader with top Find out how you can transform your customer experiences. For more information about the numbers across needed HP Exstream CCM solution, contact us at [email protected]. capabilities.” Learn more at – The Forrester Wave, Q1 20147 hpexstream.com 1 An independent consumer study commissioned by TalkTo reveals consumers’ frustrations with customer service phone experience. 2 Claims are based on internal HP data collected from 2004-2015 from hundreds of HP Exstream customers. Data was compiled from a variety of sources, including case studies, articles, press releases, performance tests, customer presentations, award submissions, and more. 3 Shegda, Karen M., Kenneth Chin, Pete Basiliere. Magic Quadrant for Customer Communications Management Software. Gartner, November 2014. 4 http://h20195.www2.hp.com/V2/GetDocument.aspx?docname=4AA4-3380EEW 5 http://www8.hp.com/h20195/V2/GetDocument.aspx?docname=4AA5-7548ENW&cc=us&lc=en 6 http://www8.hp.com/h20195/V2/GetDocument.aspx?docname=4AA5-7927ENW&cc=us&lc=en 7 Le Clair, Craig. “The Forrester Wave™: Document Output For Customer Communications Management, Q1 2014.” Forrester Research, Inc. January 8, 2014. Sign up for updates hp.com/go/getupdated Share with colleagues Rate this document © Copyright 2011, 2013-2015 HP Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein. 4AA3-6910ENW, November 2015, Rev. 4
