eGain Corporation · NASDAQ:EGAN
eGain — eGain Solve22 (October 2022)
20 slides from eGain's conference presentation, Oct 11, 2022
Slide 1: Better Member Experiences
Better Member Experiences Jamal Cox VP, Digital Channels Navy Federal Credit Union October 11, 2022
Slide 2: Jamal Cox
Jamal Cox Assistant VP, Digital Channels Navy Federal Credit Union Jamal Cox had been with Navy Federal as an AVP in Digital since 2016 and in 2022 was promoted to VP. Since joining Navy Federal, he has been part of leading multiple exciting projects to assist Navy Federal’s members and team members
Slide 3: Navy Federal at a glance
348 159.8 Billion Branches in Assets. Navy Federal was Worldwide $135.4 Billion in Savings. originally incorporated $102.2 Billion in Loans. 12 Million in 1933 as the Navy $18.2 Billion in Equity. Department Employees' Credit Memberships 70%+ Union of the District of Columbia. members use digital 21
Slide 4: Challenges
Challenges • Member communication was fragmented across multiple silos – functions and channels • Business responsiveness was poor because operation was IT-heavy, not business friendly • Complex compliance and approval process • Digital innovation was struggling
Slide 5: Why eGain
Why eGain • Comprehensive features across messaging, content, and analytics • Composable architecture to integrate and extend • Business-friendly (zero-IT involvement) experience • Scalable, secure, and responsive platform • Shared commitment to service and success
Slide 6: Our eGain Journey (1 of 3)
Our eGain Unified member communication capability for all Navy Fed Journey • Performant (1 of 3) • Secure • Scalable • Integrated • Responsive • Full member communication history available to member service representatives Channels • SMS • Email • Letter (to meet compliance requirement in exception
Slide 7: Our eGain Journey (2 of 3)
Our eGain Message types and format (richness and ease of configuration) Journey • 800+ message types (2 of 3) • Rich content formatting for notifications • Dynamic templates authored and managed in knowledge hub • New message type can be added and activated in hours Analytics • SLA - 200ms average r
Slide 8: Our eGain Journey (3 of 3)
Our eGain Adoption – volume and trend Journey 1 Billion+ Up 50%+ (3 of 3) in last 12 months year over year Letter-based communication migrated to digital channel • Complex requirement and critical to keep in the hub for 360-degree visibility • Challenging integration with legacy systems and physical
Slide 9: Email-to-Letter Auto-Failover Automation
Email-to-Letter Auto-Failover Automation Send Email to Email fails to Letter is created Letters member send to member from template processed within 2 business days • Member registers for • NFCU triggers • Converts into PDF • Prints / packages electronic failover to eGain • Creates daily zip letter
Slide 10: 360-degree view of member communication
360-degree view of member communication Shows all interactions with Member across all channels Email failure automatically triggered letter generation
Slide 11: Covid Outbound SMS
Covid Outbound SMS NAVY © FEDERAL Credit Union ie Financial Assistance Options We understand financial hardships can happen unexpectedly. If you've been impacted financially by COVID-19, of foresee future impacts that may hinder your ability to pay your bills, our specialists are available to discus
Slide 12: Economic Stimulus SMS and Letter
Economic Stimulus SMS and Letter
Slide 13: Notifications Monthly Trend by Channel
Notifications Monthly Trend by Channel
Slide 14: Notifications Monthly Trend
Notifications Monthly Trend Notification Volume 12 Months 100000000 93517401 94671623 90314962 90000000 85237136 85248794 86252194 83767458 83330135 81097937 78704683 80000000 76184793 74145923 70000000 60000000 50000000 40000000 30000000 20000000 10000000 0 Oct Nov Dec Jan Feb Mar Apr May Jun Jul A
Slide 15: Notification Volume
Notification Volume Notification Volume 12 Months Notification Volume 12 Months 41.32% 418356548 593856446 58.65% 0.03% 260045 email_nf letter syniverseSms email_nf letter syniverseSms
Slide 16: Top Email Notifications
Top Email Notifications Daily Current Balance Top Email Notifications 10% Transaction Notification 11% Deposit Received 44% Monthly Combined Statement Available 12% Account Balance Below Threshold 23%
Slide 17: Top SMS Notifications
Top SMS Notifications Account Balance Below Threshold Top SMS Notifications 5% Deposit Received 13% Transaction Notification 33% Account Withdrawal Exceeded 22% Daily Current Balance 27%
Slide 18: Top Letter Notifications
Top Letter Notifications Credit Card Dispute - Top Letter Notifications Acknowledged 10% Card Enrolled in Apple Pay 28% Debit Card Renewal Warning - 30 Day 17% Debit Card Renewal Warning - 60 Day Added As Joint Owner To 19% Account 26%
Slide 19: Managed Services partnership
Managed Validate and publish notification content in matter of hours Services • Test to UAT to Prod (scrutinized publish process) partnership delivers quick 30+ weekly new notification promotions value and easy Weekly Analytics presentation and insights innovation to business • Notification volume a
Slide 20: The road ahead
The road Leverage Member Communication Platform ahead • In-app - proactive, personalized, notifications for iOS and Android users • Social channels Virtual Financial Coach • Turnkey AI-powered solution • Best-practice knowhow built in