e-Delivery Solution

AVACORP (Confidential)

What are the problems?

Every business needs to officially correspond with their customers. Correspondence includes statements, invoices, activity logs, and targeted/non-targeted marketing etc. Considering the intense challenges faced daily, business faces the following challenges: Unreliability and Inaccuracy: Delivery of statement takes days to reach the customer with no exception management. Inaccuracy of delivery because of process failure and disconnect, lack of transparency, missing check and balance , exception handling, human error which all leads to serious consequence and ramification for the business. Cost: The cost involved with paper and postal based delivery of customer statements Overhead: Operation and management overhead associated with delivering the capability Security breach: Risk of Identity theft as customer artifacts have sensitive information Lack of traceability: Lack of traceability may even lead to unforgiving consequences such as law suits Scalability Issues: Growth in customer and statement volume, makes the solution unusable Non environmental friendly: Reduce carbon footprint to not only meet social responsibility but also adhered to new treaty such as Kyoto

AVAcorp embraces these challenges by providing a complete e-delivery solution

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Reliability & Accuracy

Reliability and Accuracy: AVAcorp e-Delivery solution is made E2E electronic with support for push, pull, and guarantee alerts delivery. Solution supports disaster recovery so even if the main solution goes down, still the solution and delivery can be made on time meeting agreed SLAs. Some of the exception management features includes: No special hardware or software required for the customer Channel Failover Support - Bounce processing to alternative communication (SMS, alt. email, letter, statement) If required, send both paper and eStatement for X period of time (configurable by product, segment, or country) then shut off paper statements to support migration Capability to resend and recall alerts After X consecutive failed communications (not attempts) deenroll and default back to paper communications, send notice to customer via paper, email or SMS
AVACORP (Confidential)

Unreliability and Inaccuracy:

Delivery of statement takes days to reach the customer with no exception management. Inaccuracy of delivery because of process failure or disconnect, lack of transparency, missing check or balance, exception handling, human error, all of which may lead to serious consequence and ramification for the business

Message priority control ability to move higher-priority communications to the front of the processing queue(s)

Reduced Cost of Ownership

Reduce Total Cost of Ownership: Apart from obvious cost saving from zero postal, paper, and printing charges, cost reduction is achieved by having a more effective and transparent support mechanism in place. Build once, Deploy once, On-board/Configure many businesses Enhancements or changes to the delivery creation or delivery are configuration driven with no major changes to the solution

Cost:
The cost involved with paper and postal based delivery of customer statements

By moving to e-Statement, corporate can save at least $1 per month per account compared to paper statement

AVACORP (Confidential)

Reduced Overhead

Overhead Reduction: AVAcorp e-Delivery solution provides an automated solution for most of the functionalities with least human intervention. Examples of such offering are: Based on customer self service model (Self enrolment) Set up of alerts and notification by customers Self monitoring solution with escalation strategy (alerts for out of memory, high volume of threads,, low on CPU utilization) for any exception or failures Ability to route incoming communications to necessary people or departments Ability to dispute charges from eStatement Online help on demand (chat, IVR, video, etc.) Data Integrity Reports (Invalid emails, phone numbers, etc.) Delivery Confirmation information (Delivered/bounced by communication type, etc.) Ability to submit a user request via delivered document (pay a bill, submit a dispute, request a line of credit, change of address, redeem rewards point, etc.)
AVACORP (Confidential)

Overhead:
Operation and Management Overhead associated with delivering the capability

Assurance

Assurance: A high-assurance digital identity is a physical representation of your online identity issues on a smart card or USB token. As statement contain highly sensitive information, high level of assurance is required. By incorporating authentication and authorization by digital certificate, it can be made sure that the statements are acted by the intended individual only Support Secure and non-secure delivery; encrypted and non-encrypted attachments Support multiple encoding method Prevent edits to eStatements, once created and ready for send e.g. with Adobe writer. Also, support digital signing of statement to prevent non-repediation Ability to enable or disable access to document based on client set rules Ability to view communication offline and sync on reconnect Multi-factor authentication (IP checks, Challenger questions, Digital Certificate)

Security Breach:
Risk of Identity theft as customer artifacts have sensitive information

AVACORP (Confidential)

Assurance (Cont)

Assurance (cont..): Multi-factor authentication (IP checks, Challenger questions, Digital Certificate) Ability to mask certain data fields in statements Proof of Delivery to customer mail server Ability to scan contents for viruses and malicious code Ability for cross grained and fine grained entitlements which is scalable to new or modification of the services without any application code changes Support for Ethical hack to identify any issues with the solution and support for fixes to any identified issues

Security Breach:
Risk of Identity theft as customer artifacts have sensitive information

AVACORP (Confidential)

Audit

Detailed Audit: Ability to develop custom query, as well as availability of 'canned' reports Ability to capture Audit trail for any changes to preferences, information, etc. Maintain audit trail of email, mobile, or (de)enrollment capture or changes (channel, date, previous data ), verification, etc Activity Reports (Open rate, opened when, links clicked, what links, etc.) Proof of Delivery to customer mail server Delivery Confirmation information (Delivered/bounced by communication type, etc.)

Lack of Traceability:
Lack of traceability may even lead to unforgiving consequences such as law suits

AVACORP (Confidential)

Scalability

Scalable: Build once, Deploy once, On-board/Configure many businesses Support for horizontal and vertical scalability Addition or changes of template and content without any code changes (supported by our content management system) Addition of product and services which is registration based rather than code centric change Fully support White Label scenario including skin, branding changes by customer or service provider

Scalability Issues:
Growth in customer and statement volume, makes the solution unusable

AVACORP (Confidential)

Others

Preference
Ability to change preferences from within eDelivery communications (timing, frequency, content, format - html/text) Allow customer to indicate preferred contact method for different types of communication (i.e. always send me a text at XXX number when my payment clears In multi-lingual markets, ability for customer to choose language

Green
E2E electronic solution without any need for paper
If every US household stopped receiving paper bills and statements, 687,000 tons of paper would be saved every year enough to circle the Earth 239 times

AVACORP (Confidential)

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Usability Experience

RIA, Content & Document Management

Template and Document Management Ability to easily (GUI) create, define, save, copy, and edit and manage templates for new documents/types Create and manage template by service provider Flexibility to re-design layout and content of the document Ability for users, groups, support, and/or customers to collaborate on a document (at the same time) Ability to support multi-language needs Support rich media - including for marketing offers Ability to bar-code e-Statements Ability to target market and customers via tool to include personalized marketing to customer Provide consistent experience regardless off channel delivered AVACORP (Confidential) Content Delivery Support Multiple Delivery Modes (Pull, Push, Alerts) Delivery Content to Multiple Channels (Fax, SMS, RSS, Widgets, Mobile, Online, PDA) Ability to bundle multiple documents/multiple attachments in one communication for the same customer - based on business/legal needs and customer preferences Ability for the customer to aggregate, sort, and export the data into standard formats/productivity tools (Money, Quicken, QIF?, CSV, Access, Excel, etc.) Ability to provide multiple account views from a single statement (not consolidated) Statement consolidation across products and accounts based on legal/business and customer preferences

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Core Functionalities by Stakeholders

Customer functional map Customer self-enrollment Channel set up and mgmt Set up statement preferences Set up alerts Pull e-Statements See/Re-send archived information

Customer Service functional map Maintain different Channels Set up statement preferences Set up and mange alerts See/Re-send archived information Re-set e-mail password Enroll customers

Batch functional map Send PDFs, HTML documents encrypted Deliver Marketing campaigns Send customer notifications and alerts Customer enrollment via BATCH file

Reports Send PDFs, HTML documents encrypted Deliver Marketing campaigns Send customer notifications and alerts Customer enrollment via BATCH file

AVACORP (Confidential)

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Core Functionalities by Stakeholders (Cont)

Business Console mgmt Define Campaign Management Manage MKT Campaign Manage Products Manage Channels Manage Agreements Manage Input Files Manage Alerts Manage Communications Manage Notification Manage Applications Manage Simple Templates

AVACORP (Confidential)

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Benefits At a glance.

In addition to environmental, revenue, cost and productivity benefits, AVAcorp e-Delivery platform provides the following other business and technology benefits

Business Benefits
Consistent look and fell and offering across product and services eDelivery capabilities Increased online retention of customer and boost upscale and cross-sell Increased ROI and reduced TCO Foster reusability and better asset management Effective and consistent customer service

Technology Benefits
Leverage best of the breed technology and a predictable software delivery Optimized IT resource utilization and process simplification Develop common infrastructure, reusable process, and shared knowledge management Provides highly integrated and scalable solution Rapid application development and out-of-box manageability

AVACORP (Confidential)

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Functional Architecture

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Technical Architecture

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Case study A large financial institute

Facts: Every year, globally across businesses, Client approximately Produces 2,000,000,000 pieces of Mail 3,000,000,000 pieces of paper Costing $1,000,000,000 Annually, this Translates to about 500,000 Trees (20 times the trees in Central Park) 600,000 miles of paper if laid sequentially (Enough distance to travel to moon, back to earth AND take 4 victory laps across the globe) Businesses have set in motion independent e-Delivery initiatives & solutions to reap cost, revenue, environmental and customer experience benefits 20 + disparate solutions on multiple technologies Inconsistent set of capabilities Low e-Delivery penetration (7.5%) Gaps in availability of capabilities

AVACORP (Confidential)

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Case study A large financial institute (Cont..)

Paper Statements Combined Statements Collections notices Marketing Materials Advices/Confirmations Research Transaction Journals

Alerts Fraud Affidavit High volume phone calls Payments Applications Welcome Kits Direct Mail

Types of communications

Currently $.30 - $5.00 per transaction

Email

Mobile

SMS

Widgets

RSS

FAX

ATM

Web

Migrate to $.03 - $.10 per transaction

0 - 90% Cost reduction educe carbon footprint AVACORP (Confidential)

Delivery Channels

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