Portait Overview

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Portrait Software Who are we? Winner 2009 DMA Future Innovators Award
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  • 1. Portrait Software Who are we? Winner 2009 DMA Future Innovators Award

2. Customer centricity why is it important?For several years now marketing scholars Bank revenues can change by have been advocating firms to shift their$242 million. thinking away from a brand-centered way ofA large bank with customer thinking - managing product portfolios, to aexperience in the top quartile can customer centered way of thinking - managingend up with $43 million of customer portfolios additional purchases and $51 million of lost business avoided Recent research has demonstrated quiteresulting in an additional $94 conclusively that customer value is anmillion of revenue. excellent proxy for firm value and that Banks in the lowest quadrant, companies investing in customer-centric however, can end up dropping initiatives enjoy higher financial returns$148 million below the norm. 2009 Portrait Software Strictly Portrait Software Confidentialpage 2 3. Examples of where Portrait enables customer centricityDefinition Customer centricClient Portrait enabled Depth and availability In-depth data on the customer Multi-channel customer engagement. 11 line of of customer data including value, preferences andbusiness systems, 15,000 users, 60,000+needs engagements a day.No.1 UK bank for customer satisfaction & advocacy. Understanding of the Provide real-time insight at time ofIncrease retention, satisfaction & customer lifetime customer interaction to always ensurevalue by guiding more relevant agent discussioncustomer relevancybased on real-time call context and insight on thecustomer portfolio. Optimization Organisation focused on customerAvoided unnecessary or negative impactvalue over their lifetime communications. Improved ROI on campaignnumbers. Incremental revenue increased 327%Managing each andTwo-way communication, initiated by Unisys UFSS core enhanced with single view of every touch point with the customer and managed based on customer, lead and complaint process management. the customer their preferences Improved company responsiveness, interactionconsistency and customer satisfaction. Fulfilment Differentiated customer treatment Provides customers with convenient anytime,processes that are designed & built anyplace processes to manage their personalaround the needs of the customerfinances as well as pay for goods and entertainmentdirectly through mobile devices such as the iPhone.Listening and acting Highly collaborative with information Welcome and onboarding of new customers. on the feedback of from every interaction captured and Satisfaction surveys and customer panels. Feedsunderstanding for developing onward customer customersused to empower future customer marketing programmes.needs & wishes 2009 Portrait SoftwareStrictly Portrait Software Confidentialpage 3 4. Portrait strengthsCorporate Product Focus on the customer All share common focus of customer, People strong skills in key areas dialog/interaction, and goal of doing the rightthing for customer and organization Strong message Actionable Insight Unique combination: insight to action Exemplar customer base (300+) All have strong differentiation, e.g. Strong references (case studies) PCM Dialog not blast Recurring revenues Analytics Uplift, auto modeling Revenue base in US & UK IO/Foundation configurable customer Strong FS partner in Fiserv data, process, decision (inc scoring) Unique coming together of some key All have reference points technologies All good at data integration Ability to provide incremental approach successful transition to applications All provide incremental benefit to CRMInnovative applications e.g. Uplift & IO Strong pride in heritage, and passion forindividual product lines 2009 Portrait Software Strictly Portrait Software Confidentialpage 4 5. Portrait competencies Focus on areas of core competence Combined with our core values 2009 Portrait Software Strictly Portrait Software Confidential page 5 6. Putting the customer at the heart of everything we doWhat you can be the What drives your What you are deeplybest in the world at?economic engine?passionate about?Customer interactionLicense sales to existing Customer centricityoptimization& new customers direct and indirect Making our customerssuccessful (walk thetalk) Our heritage, innovationsolutions, company &people We will create a software suite that becomes pervasive around the world for companies wishing to deliver optimal customer interaction & experience..We will be the first company to truly define what it means to have direct 1:1 relationships with customers (to be truly customer-centric)We will succeed by inspiring our customers, providing innovative solutions, exceeding their expectations and delivering fast incremental returns. 2009 Portrait SoftwareStrictly Portrait Software Confidential page 6 7. Delivering customer centricityCustomer experiencePersonalised dialog and Multichannel deploymentInbound Cross channeldata gatheringof offersrecommendationscustomer serviceSingle customer view Consistent customer serviceCustomer onboardingDrive inbound salesDeploy best next actionsImprove cross sell rates Reduce Churn Reduce Marketing costs Develop insight & Create multi-channel Deploy customerMonitor performance customer propensity models campaigns centric process Customer marketing platform 2009 Portrait Software 8. Customer centricity what does it feel like?They know what Ican affordCosts match my budget They understand Context based me recommendation as the They make relevant andcustomer balance andtimely suggestions They value profile fit the requirementsme!The customer recently orderedtravellers cheques and foreign currencyEasier to understandproduct information andvisual representation offinancial statusThey are helpful Customer centric processesaffecting more than oneThey communicate clearlyThey know what I systems and/or significantThey are always and easily availableThey are well trained want events in the customer life Services and productsmatch my needs 2009 Portrait SoftwareStrictly Portrait Software Confidential page 8 9. A Selection of Our Customers 2009 Portrait Software Strictly Portrait Software Confidential page 9 10. Portrait suite existing components (new sales) Churn, cross-sell and behaviour prediction Marketing, Sales, Service fulfilment Visual insight into data Dynamic single view of customer Automated statistical modeling Drives user interaction & dialogue Analytics Role based interfaces for business, Manages back-office workflow marketing managers and analysts Orchestrates data integration Rich customer centric ETL Visual configuration of business processes Integrates to marketing execution Preconfigured process libraries Unique Uplift application Call centre, branch, internet assets Inbound Outbound centric customer dialog Real-time interaction decisioning Multi-channel support for Email, SMS, social Dynamic relevance & eligibility of messagenetworks, print, landing pages, telemarketing Business rules and real-time analytics Customer selection and preference mgmt Outbound Strategy priorities for value and propensity Visual definition of conversation flow Dynamically retrieves data from enterprise Bounce handling and link tracking Fits to existing CRM and channel systems Questionnaires and surveys Measurement and reporting of response Measurement and reporting of dialog Integrates with PCM for fusion 2009 Portrait SoftwareStrictly Portrait Software Confidential page 10 11. Europe (Headquarters) The Smith Centre, The Fairmile Henley-on-Thames, Oxfordshire, RG9 6AB, United Kingdom T: +44 (0)1491 416600 F: +44 (0)1491 416601Americas 125 Summer Street 16th Floor Boston MA 02110, USA T: +1 617 4575200 F: +1 617 4575299Asia Pacific Level 7 15-17 Young Street Sydney NSW 2000 Australia T: +61 2 9276 2728 F: +61 2 9276 2799Scandinavia Maridalsveien 87, Bygg 1 0461 Oslo Norway T: +47 22 38 91 00 F: +47 23 40 94 99Edinburgh 39 Melville Street Edinburgh EH3 7JF, United Kingdom T: +44 (0) 131 220 4491 F: +44 (0) 131 220 4492