UniServe™ NXT: Elevate Your Business with Exceptional Digital Communications

1. Our intensity. Your agility. The insurance customer experience reimagined Consistent Contextual Communications with a robust CCM Platform Case Study NXT | Customer Communications Management The third largest insurance company in India and the largest non-bank private- sector life insurer in India implements the CCM solution built on the UniServe NXT platform for consistent communications while providing a single platform to automate customer communications processes. The insurance provider was able to quickly deliver exceptional digital capabilities thanks to Intense's comprehensive Customer Communication Management (CCM) solution. TM www.in10stech.com

2. Scope of the solution A unified view of communication in SMS, EML, and PDF formats Ÿ The Objective Reconciliation, audit, and exception reports Ÿ Use input from message queues and online API requests Ÿ Ÿ To provide a single to automate all customer communications processes. Delivering communications using connectors and APIs Ÿ Ÿ A single system to manage and maintain all trigger logic and templates for customer communications - One View of All Customer Communication TM UniServe NXT at work Configurable UX designer to empower business users Ÿ RPA based Business Process Automation for end-to-end process automation Ÿ Ÿ To automate end-to-end communication processes and combat the challenge of current inconsistent communications, ultimately enhancing the customer experience. Continuous integration and continuous deployment for lower costs and faster deployment Ÿ Comprehensive business rules manager for customized process flow Ÿ Experimentation that enables business process management Ÿ Ÿ And, to replace current disintegrated communication systems with one Key functionalities A single platform for all communications Ÿ Omni channel communication triggered by business events. Ÿ Challenges All communications are automated between 8 p.m. and 8 a.m., including hold deliveries Ÿ A major operational challenge for the insurance provider was using an age-old system built for policy printing which gave a poor customer experience in customers buying journey. Other prominent challenges included - Responsive communication design for mobile Ÿ Enabling encrypted deep links with short links and access to password-protected statements Ÿ A unified view of communication in text format for SMS, EML, and PDF Ÿ Inconsistent Communications to Customer Ÿ Poor Customer Experience Ÿ Reconciliation, audit, and exception reports Ÿ Inconsistent & Fragmented communication Ÿ Use input from message queues and online API requests Ÿ Duplication of communication Ÿ Higher Time-To-Market for Template Design Ÿ Delivering communications using connectors and APIs Business challenges Ÿ Lack of Personalization Ÿ All the communications are sent by each Product team in silos Ÿ Most of the mailers are designed for desktops and poor UI/UX with no clear CTA Ÿ High costs involved-with up to 670 million communications sent annually the spend is almost 8 million dollars Ÿ Heavy dependency on resources with specific skills due to dependency on code Ÿ Heavy infrastructure resources which require a lot of processing power Ÿ Lack of centralized repository with unified view Ÿ Lack of standardization & rationalization in content Ÿ Next to impossible to edit a template, resulting on creating a new communication template for every modification Ÿ Ineffective Controls & Change management Ÿ

3. Value Delivered Operational Benefits The Customer Experience Index increased by 30% Ÿ Improved RNPS by 3 to 4 points Ÿ 100% automation of the delivery Ÿ Cost Avoidance (DR/Oracle License) by 7.3 cr Ÿ Time spent creating new communication templates was decreased from 20 days to 2 days Ÿ 40% improvement in time-to-market for new communications Ÿ SMS cost reduction by almost 70 Lacs Ÿ Template Optimization by 15% Ÿ Benefits Workflow & Logic Building with 100% automation of end-to-end process of customer communications Ÿ Meet your insurance customers' changing needs with a robust customer communication management solution and create better experiences, greater efficiency and more agility. Configurable Solution enabling quick and seamless communication enhancing customer experience Ÿ New Age Digital Channels help customers to get the benefit of the omnichannel experience Ÿ One view of all customer communications Ÿ Real-time reporting including click rate, Open rate etc Ÿ Consistent Communication across digital channels enabling seamless, engaging, and effective communications Ÿ Copyright © Intense Technologies Limited. All rights reserved. Intense Technologies Limited is a global enterprise software products company, headquartered in India with a strong presence in USA, LATAM, EMEA and APAC. Our enterprise software products are used globally by Fortune 500s for digital transformation of their mission critical, customer-facing processes that result in increased revenues and improved customer experience. To know more about our solutions, Visit : www.in10stech.com, Call : +91 40 44558585 / 27849019 / 27844551 or e-mail : info@in10stech.com