Unisys

1
e-Strategies for a Multi-Channel
Environment
Unisys
Unifying Bricks and Clicks.
Jayant Sardeshmukh VP GM Cross Industry
Solutions Latin America Caribbean Group
2
Multi-Channels a Fact of Life

• Channels are linked to customer relationships
• High-Touch , Low-Touch Service Environments
• People Assisted Service vs Self-Service
• Customers like to Choose..
• 10 Generate 80 of the Profit..
• The Main Question
• How to integrate the channels for the best
  results?

3
Moving from Branch Bricks to Consumer Clicks
Proportion of sales revenues for banking products
by channel
Channel
1991
1995
2000
Branch
93
65
24
Mobile
2
12
26
Originators/Brokers
4
11
22
note high proportion (31) handled by
independent mediators
Direct Mail
1
6
11
Telephone
0
3
8
Life Agents
0
3
9
Source Australian Payments Clearing Association
4
The Woolwich Bricks or Clicks??
Clicks
Branch
Telephone
Internet Bank
Credit Card
Personal Loans
Mortgage
Unit Trusts
Deposits
Life Assur.
Current Account
NewLegacySystem
Legacy Systems
5
The Woolwich Bricks and Clicks
DigitalTV
Branch
Telephone
WAP
Internet
Common Application Processing
Workflow
Middleware
Single Customer Database Warehouse
Credit Card
Personal Loans
Mortgage
Unit Trusts
Deposits
Life Assur.
Current Account
Legacy Systems
6
Managing Channels Customer Relationships

• Effectively using the web
• Satisfying users wants Profitably!
• Managing Complexity with a Systemic Approach
• Positioning for B2B Growth
• The Best is yet to come!

7
What can you do better with the web?

• Reduce Costs
• Reach (Global)
• Access (Anywhere)
• Availability (Anytime)

• Product / Service Enhancement
• Pricing Options
• Customization
• Value-Add Bundles
• Procurement Options
• Catalogs
• Auctions
• B2B Exchanges

8
What the web cannot change . . .

• Human Nature
• Resistance to Change
• Infrastructure Deficiencies
• Bandwidth,Access-device Penetration, Legal
  framework
• Business Basics
• Providing Value to Attract Retain Customers
• Ensuring Positive Service Experiences
  Convenience, Choice, Security, Courtesy
• Generating Profit Cash-Flow

9
Innovative Bank
10
The need for a Unified Customer View . . .
Multiple Interactions
Web eMail
Call Center
Field Visits
Correspondence
11
The need for Workflows
and Process Integration
Back Office
Front Office
e-Business
Workflow
Call Center
Sales Service
Customer Information
Correspondence
12
Architect for the future.. Bricks and Clicks
DigitalTV
Branch
Telephone
WAP
Internet
Common Application Processing
Workflow
Middleware
Single Customer Database Warehouse
Credit Card
Personal Loans
Mortgage
Unit Trusts
Deposits
Life Assur.
Current Account
Trade Finance
Systems of Record
13
Assessing The Options . . .

• The new economy
• Whats hype? Whats the real promise?
• Channel Adoption
• Wingwalking 101 or SkyDiving?
• Addressing the x factor in adoption rates..
• Competition
• La reconquista . . .

14
Bricks Clicks Strategies and Tactics
Digitized Business Processes
The right architecture for the Technology
Infrastructure
15
Recommendation

• Systems Thinking ( Holistic View)
• eBusiness Strategy First there is enough
  Technology to Support
• Business Heads must dedicate time to understand
  technology capabilities
• Multiple Channels ..think bricks AND Clicks!
• Manage Complexity with a sound Architectural Plan

16
Helping our Customers where they meet their
Customers . . .
17
Interacting with Customers..(B2C, B2B Sales
Service)
B2B Marketplace
B2B Selling
18
Unisys
Pensamos e-Business.