Vertical Solutions -> ITeS

Information Technology Enabled Services

Transaction Model & e-Document Processing

Next gen form creation by remote, “lapless” or desktop centric worker:

Process

• Input: Digital dictation or scanned handwritten form e-transmitted to LastPeak
• Transcription: voice/OCR file transcribed to Customer e-format
• Output: LastPeak remits & integrates w/ Customer workflow solution

ROI

• Cost: lower paid worker performs mid-level doc creation tasks
• Speed: Voice dictation, not pen/keyboard input
• Efficiency: Mid-level worker freed for higher skilled tasks
• Reliability: Transcription a proven solution in privacy/security driven medical sector

Economic Return

Customer Satisfaction: End user:

• Understood
• Targeted
• Serviced

ROI

• Cost per service call/transaction reduced 20-40%
• India based BPO at 30-40% less than US
• Churn reduced
• Revenue increased

Low Risk Launch Model & Initial Project Selection

• Choose a process with:
• Low risk e.g. loan document prep
• Low integration factor
• Defined specs
• Standard technology, and is:
• Non-core process
• Transactional, not transformational

Low Risk Launch Model Project Timeline & Expansion

3 stages to initial process launch:

	Initial Cost Savings
	Efficiency Gains
	CIBC Productivity Gains More Cost Savings Improved CIBC Service Quality