2Company Confidential. Copyright 2010
• 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
3Company Confidential. Copyright 2010
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
4Company Confidential. Copyright 2010
Banking & Finance
Insurance
BPO & Shared Services
Others
Telecom
Our Global Customer Relationships
5Company Confidential. Copyright 2010
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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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
11Company Confidential. Copyright 2010 11Company Confidential. Copyright 2010
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
12Company Confidential. Copyright 2010
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
14Company Confidential. Copyright 2010
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
16Company Confidential. Copyright 2010
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
17Company Confidential. Copyright 2010
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
18Company Confidential. Copyright 2010
Partner who delivers you business results
Partner who understands your
business
Partner who helps to grow your business
Why Newgen?
20Company Confidential. Copyright 2011 20Company Confidential. Copyright 2010
Our Global Customer Relationships
Banking & Finance
Insurance
BPO & Shared Services
Others
Telecom
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