Post on 16-Apr-2017
Get a 360 Customer View and
New flex points for effective
Transformation into Digital Business
Customer Engagement Management Platform
.
The Key to Digital Transformation
The Strategy to Transform the Business into the era of Digital Business
and Customer Centricity requires a Holistic approach. The Strategy should
be based on an Enterprise Architecture that addresses both the Business
and the IT side of the Organization. Central areas to address in the
transformation to Customer Centricity are; Information and Service
Management, Customer Engagement Management, Customer Experience
Management and Security and Privacy Management.
The reduction of time to market is moving towards real time events and
pushes the organization to collaborate in new ways. Projects, with a start
and end are transformed into Continuous Delivery with shorter and shorter
releases of new and updated services. Agility and Flexibility are keys both
from an Organizational and an IT Architecture point of view.
Customer Engagement Management Platform
Boomerang is a proven Customer Engagement Management platform.
With Boomerang the business can get a 360 Customer View together
with the ability to act on and manage the Customer Engagement
throughout the business in a unified way. This provides for Internal
efficiency and the ability to Empower the customers to self-manage their
services.
Boomerang helps to drive Customer Centricity and Digital
Transformation of the Business. Boomerang provides a framework for
building digital services including processes that supports a customer
centric transformation of the business.
“New services need
to be delivered fast
and to Omni-
channels.
Using Boomerang,
you avoid the risk of
getting a “silo
based” service
delivery. Instead
you will get a
defragmented set of
services providing a
structure for
growth.”empowermentefficiency
Drive internal Provide external
by creating one customer information focal point
by creating one unified service access form all channels
Copyright © 2016. All rights reserved.
.
Boomerang consists of three modules:
Customer Engagement Manager (CEM): A Customer Record connecting interaction, services, transactions and contracts into a 360 view of the Customer
Engagements
Contract Manager (CM): Ties together the Contract to the Products and Services with the Customer, and Manages the Contracts life cycle.
Business transactions, Customer Dialog, Claims, Change Requests are consolidated into a 360 Contract View
Adaptive Case Manager (ACM): Service Management connecting Services, Vendors Customers and Contracts together incl. Dialog and Document
Management (Disputes/Change Management /Questions/ Decisions /Reimbursements)
Copyright © 2016. All rights reserved.
Boomerangs Architecture provides new flex points to existing services for effective transformation into digital business models
RESTful Orchestration (BPM)
Customer Engagement
Manager (CEM)
Contract Manager (CM) Adaptive Case Manager
(ACM)
Portals (CMS) Mobile App Back-office Partner Portals
Core Business applications
Customer Deposits Loans Cards Payments BI
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ON
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SO
AP
XM
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ON
Social Media
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API Gateway (REST)
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and integration of
meta data to
structure Customer
Engagement
Information
of processes to get
complete and
structured real-time
customer information
and insight to enable
internal Efficiency
to access, interact and manage each
step of the business process, and
create unified services for Omni-
channel, with the customer.
Empowers the customer with self-
administration of services and
preferences.
CUSTOMERENGAGEMENT
CUSTOMEREXPERIENCE
INFORMATION & SERVICE
Customer Engagement Manager (CEM)
Boomerang Customer Engagement Manager (CEM) offers a customer centric integration platform. Customer Information is compiled by collecting all customer linked data and services into one central depository.
1. All services can be managed from the same starting point which supports improved Efficiency in the internal processes.
2. Structured Customer Data is created by design and gives real-time Business Insight
3. Distribution of self services is enabled through open REST-API’s exposing end-points to all channels. This makes providing of self-services and thereby Empowering customers easy. Possibility for customers to register for a user account with support for various ways of authentication: e-ID, Facebook/Twitter, username/password or email/password
4. Effective structure for aggregating and Manage the collection of natural persons data in the business, for Transparency and build Digital Trust, in accordance with present and future General Data Protection Regulations
Multiple resources can be consolidated and managed for the Customer; Cases, Cards, Payments, Orders, Contracts, Engagements, Preferences etc. into a unified Customer Centric approach providing a 360 view.
“All important
customer centric
information is
accessible in the
Boomerang back
office system. It’s
responsive design
and keyboard
support enables
efficient use from
your PC, tablet or
smart phone.”
Copyright © 2016. All rights reserved.
Contract Manager (CM)
The Contract Manager ties together the Contract to the Products and Services with the Customer, and
Manages the Contract’s life cycle. Order Management, Business transactions (Payments and Delivery),
Customer Dialog, Claims, Change Requests are consolidated into a 360 Contract View.
Contract/ Agreement
Customer
Product/ Service
Sign & Seal
Sets the rules for the
Agreement
Terms &
Conditions
Agreemnet linked to
Customer
The Customer validates the Agreement
AgreementStatus: Active
3:d party Autentication
Service
Credentials/
Token
GovernanceOrder Management and Service Monitoring:
Status changes,
Business Transactions,
Automation of deviasion
flows e.g. Notification via e-mail to Customer or
Stakholders
Case/ Claim/
CR
Customer Dispute/CR
linked to
Product/Service
CR of Agreement
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3
4
5
6
7
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Boomerang’s solution is highly flexible and allows the business to decide which parts should be handled
internally in Boomerang and which parts should be handled by external systems, such as e-commerce sites,
fulfillment providers, ERP- and ticketing systems. Payments are always handled externally to comply with the
PCI standard. The fact that the CM module comes with pre build adapters together with Boomerangs ease
of integration enables rapid deployment.
The Contract Manager flexibility permits both automation and manual handling of the entire process or part
of the process, depending on setup and configuration. The solution also supports single purchases (manual),
subscriptions (periodic), auto load (threshold) and tokenization by saving credit cards connected to the
customer.
The CM-module consists of:
Product depository
• Basic product information
• Sales/channel/distribution information
• Product packages containing multiple
product parts
• A generic support to connect business
rules to any product
Billing
• Tokenization
• Functionality for credit orders, sales
orders
• manual and automatic refund of orders
Contract
• Payment contracts
• Service level agreements
E-commerce
• Shopping cart
• Order and fulfillment process
• Payment processes supporting direct
debit-, credit card- and recurring card
payments
Financial reports
• Basis for account management for input
to General Ledger
• Management of VAT accounts
• Management of clearance accounts
Adaptive Case Manager (ACM)
Boomerang is designed to meet the fact that there are great variations in
a business’s policies and processes. This is achieved using a highly
flexible solution designed to be able to configure and support these
differences.
Collect• Omni-channel support. The customer can interact and report
cases from multiple channels like Facebook Feed and Messenger,
Twitter, email, SMS, Web forms and Mobile apps an open REST-API
to support customized front-end applications
Structure• Back office-application that gives the case officers support in
handling all incoming cases from one list regardless of submitted
channel
• Streamlined quality assurance and case officer support by
matching deviations to contracts and policies and route cases to
different skill groups
Process• Process Automation and streamline workflows based on Policies
linked to service, event and customer type structured into Case
Types
• Decision making based on Business rules including validation of
data in multiple Systems
• Effective and Flexible communication templates optimized for
each response channel, dynamic data linking for personalization,
structured by; case type, topic and language
• Settlement support including Reimbursement and possibility to re-
invoice compensation costs to external parties (stakeholders)
“Boomerang provides the quality
assured structure for effective
interaction with the customer across
channels”
Copyright © 2016. All rights reserved.
Policy based Automation of handling of Cases, based on input parameters and validations of data, that is mapped to relevant Policy and predefined Decision and Customer Response Message.
...or Manually Handling “Wizard”.where a Policy is selected with predefined Decision options.
The Response Message/Notice to the customer is issued directly using channel-optimized communication templates.
Optimized “One screen information” on each screen to be able to settle each step of the process with out “swopping” between screens or applications for efficient Handling.
The customer can interact and report cases from both traditional- and social- channels like Facebook Feed and Messenger.
One depository for all communication regardless of channel and creating a 360 view.
Omni-channel support
Automation support
About CeleritiFinTech
CeleritiFinTech, is a banking software and services company
that delivers digital software and services to global banking
clients. This innovative enterprise, a joint venture of global IT
leaders CSC (NYSE: CSC) and HCL Technologies (BSE:
HCLTECH), helps banking clients globally extend investments
in existing platforms and implement innovative solutions that
combines people, technology, process and services to
accelerate growth. CeleritiFinTech invests in platform
modernization and product functionality enhancements to
capitalize on the proven capabilities of both parent companies
in addressing the multi-billion-dollar, global core banking
software market.
Copyright © 2016. All rights reserved.