Accelerate Time to Business Outcomes through BPM

Define, Measure, Target, Achieve and Improve

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• Software Products in Business Process Management

(BPM), Enterprise Content Management (ECM) &

Customer Communication Management (CCM)

• 800+ installations across 40 countries

• Solutions for Banking, Insurance, Healthcare, BPO/SSCs,

Telecom and Government

• Credited with some of the world’s largest implementations

• Innovative culture, Consistent R&D investments, 35 patents

• Employee strength 1100+

• Certified for ISO 9001:2008, ISO 27001:2005 and CMMI Level3

Investors

Offices

USAUKUAEMalaysiaIndia

Newgen Overview

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Emerging India Award for IT, ITeS and ICE

Significant player in Banking

Market Leader in DM & WF

Innovator in ECM

Fastest Growing

Significant Player

Market Leader

Innovator

Global Winner2009 Red Herring 100 Global Winner

2010 BPMS & 2010 ECM MQ Reports Very Large Installations

Newgen Overview - Industry Recognition

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Banking & Finance

Insurance

BPO & Shared Services

Others

Telecom

Our Global Customer Relationships

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Process Automation• Process Visibility • Eliminate delays

due to Manual Hand-Offs

• Exception handling

• Real-time dashboards for KPI s

Optimization• Identify & resolve

Bottlenecks• Workload

Management• Improve SLAs• Reduce Cycle

Times• Compliance• Improve

Productivity

Business Transformation• Centralized processing• Establishment of SSC /

outsourcing• Building Competitive

Advantage

Continuous Process Improvement• Change processes

and business rules quickly and easily

• Process Standardization across regions

• Center of Excellence• Achieve Operational

Excellence• Higher customer

satisfaction

Delivering Sustainable Business Outcomes

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Customer Delight• Customer Onboarding - Reduce Cycle times by 80% • Customer Service Delivery - 100% visibility

Agility & Market Responsiveness• Faster Change Management - Reduce from weeks to days• Time for new process rollout - Reduce from months to weeks

Compliance & Quality• SLA Adherence - Increase to 99%• Auditability & Adherence to Regulation - Increase to 100%

Scaling Capacity • Productivity - Increase by 70%• First Time Right - Increase to 70%• Process TAT (Cycle Time) - Reduce by 80%

Manage Cost• FTE Reduction - Reduce by 50%• Document Handling Cost - Reduce by 50%

Delivering Business results in 1 Business Quarter

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Breakthrough

Implementation

Methodology

Industry Solution

Frameworks

Business Outcomes

BPM Product Suite

Newgen’s Value Proposition

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Newgen OmniFlow BPM Product Suite

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Importance of Choosing Right

Growth Phase

Initial

Operations

Maturity Phase

Transformation

BUSINESS PHASE

Automate to Improve

Visibility and Decision making

Automate to Optimize

Process for meeting

Business Goals

Don’t focus on these

Automate to reduce cost and

improve efficiency

High Frequency

High Importance

Low Importance

Low Frequency

PROCESS CHARACTERISTICS

ORGANISATION BUSINESS PHASE

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Level 1• Automation and

visibility• Simple Processes with

defined number of steps

• Common Activities provided on workdesk

• Interface for mapping tool-kit action to profile

• Users can deploy the process themselves

• Small Set of Users• Days

Level 2• Optimization and

Standardization• Integration with Core

Systems• Focus on achieving

Business Goals like SLAs, productivity and compliances

• Real time dashboards• Better Exception

Management• 4 weeks

Level 3• Use BPM as layer to fill

gaps in Core Systems• Bring Agility through

additional sub-systems• Data and Application

Integration• Maintenance of master

data• 12 weeks

Newgen Breakthrough Implementation Methodology

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Level 1• Automation and

visibility• Simple Processes with

defined number of steps

• Common Activities provided on workdesk

• Interface for mapping tool-kit action to profile

• Users can deploy the process themselves

• Small Set of Users• 5 days

Level 2• Optimization and

Standardization• Integration with Core

Systems• Focus on achieving

Business Goals like SLAs, productivity and compliances

• Real time dashboards• Better Exception

Management• 4 weeks

Level 3• Use BPM as layer to fill

gaps in Core Systems• Bring Agility through

additional sub-systems• Data and Application

Integration• Maintenance of master

data• 12 weeks

Newgen Breakthrough Implementation Methodology

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Banking and Financial ServicesAccount Opening, Account maintenance, Customer Query

Resolution, Loan Origination and Servicing, Card Processing, Remittance, LC Issuance and Amendment, Corporate Credit,

Accounts Payable, Commercial Loans

InsuranceClaims Processing, Policy Servicing, New Business,

Customer Query Resolution, Electronic Statements….

BPO / SSCClaims Processing, Credit Card, F & A Process, HR Processes,

Procure to Pay, Order to Cash, Employee On-boarding

HealthcareMember Enrollment, Complaints & Grievance Handling,

Contract management, Provider Credentialing

Governmente-Gov office, Office Automation, Complaints and Grievance

Management, Citizen Centric Processes

Industry Solution Frameworks

Success Stories

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Business Process: Customer On-boarding

Coping with high transaction volumes owing to high growth rates Lack of standardized process across regions High Turn-Around-Time (TAT) and inconsistent

customer experienceUnavailability of real-time data hampering

proactive decision-making Manual monitoring of operational metrics Significant redundancies around data capture, work forwarding

High cost of operations and non standard customer service

Newgen’s BPMS enables a leading Bank to accelerate Customer On-boarding

Challenges

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Solution Benefits

BAM dashboard for 360˚ business monitoring, 400+ reports for Process Metrics, Performance Metrics and Functional

Metrics , Establishment of a CoE (Center of Excellence) that works towards continuous processes improvement and

faster roll-out of new processes

The Account Opening Process was implemented in 3 months which involved setting up 30 scanning HUBs

and initiation from all 230+ branches, Automatic hand-off of incoming work and removed redundancy,

Newgen’s BPM & ECM suite- OmniFlow™and OmniDocs™

Cycle Times reduced from 5 days to 2 days consistent across branches

SLAs adherence improved from 70% to 95%

Resource Utilization increased from 70% to 99%

First time right-FTR processing improved from 50% to 70%

Segmented service levels based on customer value

Capacity planning through BAM

Newgen’s BPMS enables a leading Bank to accelerate Customer On-boarding

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Processing delays and low productivity High process Cycle Time Dependency on physical movement of documents between departments and locations Difficulty in measuring and monitoring of performance High operational costs Major challenges in handling the burgeoning volume of

transactionsDifficulty in meeting regulatory requirements and customer

servicing timelines

High turn around time to process customer requests due to complexity of requests and difficulty in retrieving relevant

customer information from different sources

Business Process: New Policy Issuance and Policy Servicing

Challenges

Improving Critical Business Processes at a leading Life Insurance Company

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The solution is used by more than 3000 users. Solution implemented at 37 locations

in India including the head office. The centralized solution has all the process rules

and business logic built into its design, enabling it to handle all kinds of complexities associated with policy issuance for different

kinds of product categories. The organization now processes over 60,000 Application

Forms per day

Newgen’s BPM solution- OmniFlow. More than 75% reduction in TAT, processing time and servicing time

More than 100% increase in productivity level in the first year of deployment,

exceeding 250% over the next 3 years

Almost 300% increase in volumes of transactions handled per day

More than 50% reduction in operational costs

Solution Benefits

Improving Critical Business Processes at a leading Life Insurance Company

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Partner who delivers you business results

Partner who understands your

business

Partner who helps to grow your business

Why Newgen?

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Thank You

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Our Global Customer Relationships

Banking & Finance

Insurance

BPO & Shared Services

Others

Telecom