ClientLogic Corporate Overview

1
Corporate Overview By Jeff Miller Site Director
2
About Us
3
About Us
What Drives Us
Our Vision ClientLogic will be the leading
business process outsourcer in the contact center
and fulfillment industry, as measured by client
satisfaction, profitability and growth.
Our Roadmap
Value Proposition ClientLogic helps its clients
achieve a competitive advantage by delivering
Best-In-Class outsourcing solutions that reduce
service costs, improve customer retention and
increase revenue per customer.
4
Facts Figures
Top 5Global Provider

• 140 million customer touches in 2003
• 16,500 associates
• 250 clients
• 12 countries
• 14 languages
• 39 contact centers
• 7 distribution facilities

Ranked by customer contact volume
Parent Company Diversified company with
consolidated revenues of C25 billion, assets of
C20 billion and 97,000 employees worldwide

• ClientLogic Growth
• Outperformed industry average by 12.9 in 2003
• 77 five-year CAGR since founding in 1998

5
Global Footprint
Canada - 2
Europe 16 Centers
US 18 Centers
Morocco
Mexico
India
Philippines
Contact Center Rightshore Strategy
Current Operations
Under Consideration
6
Industry Expertise

• Three decades of experience
• Tenured management team
• Tailored solutions and vertical industry expertise

Telecom/ISP Retail/CPG Technology Travel
Financial Utilities
Wireless Electronics
Transportation Insurance
Testimonial "ClientLogic has proven to be a
valued strategic partner they have taken the
time to get to know my business and they are
receptive to working collaboratively on new
ideas. ClientLogic also worked with me to arrive
at a pricing approach that met my company's
needs."
- Jeff LeBlanc, VP/Director of Call Center
Services
7
What We Do
8
What We Do An Overview

• Reduce Service Cost
• Increase Revenue Per Customer
• Improve Customer Retention

Customer Care Services
Business Process Outsourcing (BPO)
9
ClientLogic Insurance Services and Channels
Focus ClientLogics combined expertise and
experience in multiple disciplines cuts across
all major areas of marketing sales, with a
focus on superior execution.
Customer Acquisition
Customer Care
BPO

• Lead Generation
• Tele-sales
• Winback
• Retention
• Enrollment (Sales level)

• Level 1 Support
• Service Area Reduction
• Claims

• Enrollment
• Underwriting
• Processing

Outbound Voice
Inbound Voice
Administrative
Inbound Voice
email, self-help tools
Web Chat
email response
Web Chat
Web Chat
10
ClientLogic Insurance Lead Generation
Lead Generation ClientLogic works with its
clients to establish sponsored and endorsed lead
generation programs. Distribution funds this
program.
Sponsored
Endorsed

• Corporate collects lead cost (UW cycle terms)

• Corporate endorses program, advisors and agents
  pay up front

• Select Benefits
• Low cost and high quality leads for multiple
  products
• Excellent recruiting tool
• Source of retention for existing advisors
• Flexible plan to meet needs of advisors and
  agents
• Carrier improves production of select products,
  understands results of marketing through
  feedback, has captive model for independent
  distribution, and can reduce operating costs
  associated with channels

11
ClientLogic Insurance Multi-tiered Approach
Licensed and Appointed ClientLogic has a
multi-tiered approach for both insurance and
financial services agents on the phone.
Phone Agent Group
Skills

• Insurance/Financially Trained
• Non-licensed
• Qualification and Lead Generation

• Resident State Licenses
• Multi-State License
• Customer Acquisition

• Resident State License
• Multi-State Licenses
• Special Licenses, Experiences, Skills

12
Field Agents Increasing field productivity in the
middle-to-lower band can greatly increase overall
sales volumes and company profitability
Impact on Production

• Top Producing Agents

Minimal Gains
70

• Average Producing Agents

Greatest Gains
20
Modest Gains

• Lowest Producing Agents

10
Production
13
Fulfillment Item Processing
ClientLogic offers comprehensive fulfillment
services to distribute our clients' products to
their customers accurately, efficiently and
cost-effectively.

• Logistics Distribution
• Order Processing
• Reverse Logistics
• E-commerce

• Item Processing Letter shop
• Rebate Processing
• Catalog
• Response Management

14
Co-CRM and Marketing Services
ClientLogic delivers a powerful combination of
customer acquisition programs, customer retention
programs and relationship management
infrastructure designed to maximize the lifetime
value of customers.

• Database Management
• Customer Value Analysis/Modeling
• Campaign Management

• Up-sell/Cross-sell
• List Management/Brokerage
• Continuity/Loyalty Programs

15
Profile
Client sought to lead in UL production in Middle
America (affluent). Strong brand and
multi-channel distribution
Opportunity
Solution

• Web, Direct Mail, Fulfillment, Contact Center,
  Seminars, 120 day re-mail
• Sponsored Program
• Terms 30 days

• 300 track agents
• Competitive Product
• 25 Acquisition Cost FY
• Truncated UW (Table 4)
• 55-75 Audience

Results
Average representative sold 2 new cases per week.
Became most successful campaign of 2000 and the
best practices learned were leveraged in other
tracks. 15 agent GA in Midwest submitted 30 mil
in new premium.
16
Profile
Client had 2,500 field agents, and sought lead
generation and workforce optimization.
Opportunity
Solution

• CRM Siebel
• Internet Inventory
• DueCare-compliance
• Agent Rules Engine
• Set Expectations
• Went off-shore

• Client was mailing 50M Direct Mail pieces per
  year
• Disposition and aging of leads was not uniform
  and costly
• Poor Quality of Lead
• Misuse of scarce resources

Results
Lowered acquisition costs by 20, and achieved
Six Sigma quality. Client deployed Siebel
platform for 2,500 agents. Number 1 in category
in the world.
17
Success Story
PROFILE
Client initiated a pilot with ClientLogic,
seeking a performance based vendor capable of
responding to their business needs, which
included intense cost pressures.
OPPORTUNITY
SOLUTION

• Ramped to productivity, on average, within 30
  days.
• CL has been leading vendor offering flexibility
  and service at lowest cost
• CL has driven revenue back to client.

• Increase Cust Sat while decreasing costs.
• Won business based on performance and execution.
• Client instituted cross-sell program based on
  customer needs, to defer support costs

RESULTS
ClientLogic now drives over 1M per month of
revenue for client from INBOUND customer service
and tech support calls.
18
www.clientlogic.com