Is your organization equipped to deliver

agile B2B customer experience?

© Intense Technologies limited 2014-15© Intense Technologies limited 2014-15 www.in10stech.com

Why B2B Customers are important?

� More Revenue per $ spent on operations

� Long Term engagements lead to almost lasting business relationships

� Business of Enterprise Customers directly proportional to Your Revenue Increase and Business Expansion

© Intense Technologies limited 2014-15

� Repeat business and upselling

2

=

What role does Customer Experience play in dealing

with B2B customers?

© Intense Technologies limited 2014-153

Why do organizations today need to focus on

Customer Experience?

How does Customer Experience fit in overall business

strategy?

Why Now?

Ag

e o

f M

an

ufa

ctu

rin

g

Ag

e o

f D

istr

ibu

tio

n

Ag

e o

f In

form

ati

on

En

tere

d i

nto

th

e A

ge

of

Cu

sto

me

r

� Factors increasing the

intensity to existing

market :

– Intense competition

with existing players

– Products are

commoditized

– Access to Global

© Intense Technologies limited 2014-154

1900 1960 1990 2010

Ag

e o

f M

an

ufa

ctu

rin

g

Ag

e o

f D

istr

ibu

tio

n

Ag

e o

f In

form

ati

on

En

tere

d i

nto

th

e A

ge

of

Cu

sto

me

r

Customer is driving the business and has

become demanding more than ever in the

last 100 years

– Access to Global

Market

– Barriers to Entry are

getting lower New

Players with new

offerings, business

models

– Profits on Per Retail

customers is

decreasing due to

increasing cost of

operations and infra

Yr

Focus on enterprise customer

© Intense Technologies limited 2014-155

Declining APRUs from retail

customers

Increasing revenue from

enterprise customers

Telecom service providers world over are focused on

enhancing enterprise customer experience

Two sides of the coin

© Intense Technologies limited 2014-156

Enterprise customers are the

substantial revenue contributors

Enterprise customers are most complex

of customers to manage and satisfy due

to the volume and number of services

they consume

Challenge Opportunity

Two sides of the coin

Technology-Fueled Differentiative Customer

© Intense Technologies limited 2014-157

Enterprise customers are the

substantial revenue contributors

Enterprise customers are most complex

of customers to manage and satisfy due

to the volume and number of services

they consume

Challenge Opportunity

Technology-Fueled Differentiative Customer

Experience

Conventional Thought

� Several studies in the past reflected that “ Customer Satisfaction” is

among the top priority in business

Customer

Satisfaction

© Intense Technologies limited 2014-158

Satisfaction

Customer

Experience

� Multiple Relationship Managers

� Selective Communication channels

� Websites on products and offerings

� Reports in Excels/PDF

� …….

� …...

Thought Transformation

� Recent studies shows that “ Improving Customer Satisfaction” is

among the top priority in business plans-dealing with Enterprise

Customers

Customer

Satisfaction

© Intense Technologies limited 2014-159

� Control

� Clarity

� Communication

Thought Transformation

� Recent studies shows that “ Improving Customer Satisfaction” is

among the top priority in business plans-dealing with Enterprise

Customers

Customer

Satisfaction

© Intense Technologies limited 2014-1510

Customer

Empowerment

Thought Transformation

� Recent studies shows that “ Improving Customer Satisfaction” is among the top priority in business plans-dealing with Enterprise Customers

Customer

Satisfaction‘Customer Empowerment’ is cited as top

© Intense Technologies limited 2014-1511

� Control

� Clarity

� Communication

Customer

Empowerment

‘Customer Empowerment’ is cited as top

challenge impacting the ability to accomplish

the objective of ‘Customer Satisfaction

Thought Transformation

� Recent studies shows that “ Improving Customer Satisfaction” is

among the top priority in business plans-dealing with Enterprise

Customers

Customer

Satisfaction

© Intense Technologies limited 2014-1512

Customer

Empowerment

Customer

Experience

Thought Transformation

� Recent studies shows that “ Improving Customer Satisfaction” is

among the top priority in business plans-dealing with Enterprise

Customers

Customer

Satisfaction

Customer Experience from just being a tool to

© Intense Technologies limited 2014-1513

Customer

Empowerment

Customer

Experience

Customer Experience from just being a tool to

provide communication to customer has become

an Enabler to Empowerment

Path to Customer Experience Maturity

© Intense Technologies limited 2014-1514Source: Forrester Research

Key to Differentiation

© Intense Technologies limited 2014-1515

Best in Class Customer Experience

� Unified View

� Multiple Communication Channels

� Consistency in Communication

� Streamlined and Structured Operations

� Single Self Service Platform for all Stakeholders

� Providing Information at customer’s disposal

© Intense Technologies limited 2014-15

� Providing Information at customer’s disposal

16

Removing Complexity, Removing Clutter

Major Challenges

� Consolidation of Data

– “a lack of cross-organizational view of information is the greatest

obstacle to customer expe-rience management success”

� Limited Use of communication Channels

– Selective use of channel based on communication type

© Intense Technologies limited 2014-15

� Multiple Data Warehouse working in Silos

– Isolated islands of data shackles business opportunity and increases

operations cost

17

Data in Silos with Redundancy

Customer information in

multiple core systemsMultiple applications for multiple

customer touch points

Source

System

CRM

Selfcare

© Intense Technologies limited 2014-1518

• Discrepancies in information resulting in customer disputes

• Delayed Invoice cycles and revenue realization

• Customer churn due inconsistent experience across touch points

MainframesSource

Systems

Sales

Finance

Overcoming Challenges

Landscape Transformation

� Can take 4-5 years

� Cost Millions

� Require Sustained Focus

Agile Digital

Transformation

� Short Implementation Timelines

� Multi- Purpose

© Intense Technologies limited 2014-15

� Require Sustained Focus

� Delayed breakeven

� Further drain on business as usual

� High risk from interim changes

� Multi- Purpose

� Lower Cost

� Prioritize on customer touch points

� Quicker response to business needs

� Highly adaptable

� Lower Risk

19

Overcoming Challenges

Landscape Transformation

� Can take 4-5 years

� Cost Millions

� Require Sustained Focus

Agile Digital

Transformation

� Short Implementation Timelines

� Multi- Purpose

X

© Intense Technologies limited 2014-15

� Require Sustained Focus

� Delayed breakeven

� Further drain on business as usual

� High risk from interim changes

� Multi- Purpose

� Lower Cost

� Prioritize on customer touch points

� Quicker response to business needs

� Highly adaptable

� Lower Risk

20

X

Domain + Technology = Digital Transformation

Domain

Acquire

Customer

Onboard

Customer

Customer

ExperienceTechnology

Social

MobileCloud

© Intense Technologies limited 2014-15

Domain Customer

Engage

Customer

Experience

21

Analytics

Priority - Customer centric business processes

Correspondences (PS,PDF)

Case Study: Struggle with existing IT

ecosystem

Core systems

across LOBs

B2B customers

CRM

Multiple Core systems Output Stake holders

Data Feeds

© Intense Technologies limited 2014-1522

Information silos in

Legacy system

Core and legacy

systems

Multiple Core

systems – single LOB

Feeds to collection

and CRM

A/c Managers and Collection

agents

Resellers

ManagementConsolidated

Invoices

Reports & Analytics

Multiple systems, processes leading to complexity leading to huge opex costs,

greater TAT for providing services, customer dissatisfaction

Case Study: Simplified, Digital Transformation

Core systems across LOBs

B2B customers

CRM

Multiple Core systemsAgile Digital

TransformationStake holders

Correspondences (PS,PDF)

Data Feeds

© Intense Technologies limited 2014-1523

Information silos in

Legacy system

Multiple Core systems –

single LOB

Core and legacy systems

A/c Managers and Collection

agents

Resellers

Management

Removing the complexity in the ecosystem by introducing single source of truth

for advanced customer experience and consistency in communication

Feeds to collection and CRM

Consolidated Invoices

Reports & Analytics

Middle Ware

Value Add

Before Digital Transformation

• Enterprise customer experience

• Huge OPEX costs

• High bill disputes

Challenges

© Intense Technologies limited 2014-1524

Middleware

• High bill disputes

• Inconsistent communication

• Longer TAT for support services

• Delayed revenue realization

Multiple systems, processes

leading to high costs and poor

customer experience

Value Add

Before Digital Transformation After Digital Transformation

© Intense Technologies limited 2014-1525

Middleware

Value Add

After Digital Transformation

• Decommissions redundant

applications

• Reduces OPEX Costs

• Streamlines Operations

Benefits Offered

© Intense Technologies limited 2014-1526

Middleware

• Streamlines Operations

• Faster Revenue Realization

• A/C managers can be released to

handle new businesses

• Provides analytics for all stake

holders(Role Based Access)

Single source of truth for all stake holders

Digital transformation for

© Intense Technologies limited 2014-15

Digital transformation for

27

Differentiative Customer Experience

Q & A

© Intense Technologies limited 2014-15

Q & A

28

Secunderabad

A1, Vikrampuri

Secunderabad - 500 009. AP, INDIA

Tel: +91-40-44558585/27849019/27844551

Fax: +91-40-27819040

Noida

A-1/E, Sector - 16

Noida - 201301

Uttar Pradesh

Tel: +91-120- 4743900 to 10

Mumbai

101, Vaishnav Apt, Dr.Charat Singh Colony

Nr. Solitare Corporate Park, Chakala, Andheri (E)

Mumbai - 400 093.

Tel: +91-22-32419713/32064648/28253400

Bangalore

103, Krishna Chambers,

20/21, Konena Agrahara, 5th Cross,

Airport Road, Bangalore - 560017

Tel: +91-80-324 91083/30588333/9741922511

INDIA

Intense Technologies Limited

© Intense Technologies limited 2014-15

Fax: +91-40-27819040

e-mail: info@intense.in

Tel: +91-120- 4743900 to 10

e-mail: sales.delhi@intense.in

Tel: +91-22-32419713/32064648/28253400

e-mail: sales.mumbai@intense.in

Tel: +91-80-324 91083/30588333/9741922511

e-mail: sales.bangalore@intense.in

10481 NW 36 Street,

Miami FL 33178 USA

Tel: +1 954 545 2037, GSM: +1 305 509 1250

e-mail: jaime.diamand@in10stech.com

UNITED STATES OF AMERICA

9, Temasek Boulevard # 19-05

Suntec Tower 2

Singapore 038989

Tel: +65-8288-1859

SINGAPORE

P.O.Box 88174,

Dubai

Tel: +971-4-2653202 / 56-6499568

e-mail: info@intense.in

UNITED ARAB EMIRATES

About Intense Technologies

Intense Technologies is an enterprise software products company offering productized solutions across customer communications management, content management and information

management domains. Intense's solutions are backed by strong domain expertise and best practices drawn from client engagements across Telecom, Banking, Insurance and

Manufacturing verticals.

Intense’s solutions deliver compelling ROI to enterprises by way of rich customer experiences, improved operational efficiencies and reduced costs across customer-facing business

functions. Our solutions are architected to give agility to business processes and provide a sustainable competitive advantage.

© Intense Technologies limited 2014-15 www.in10stech.com29