Evaluation Information

1
Evaluation Information
2
Functional AssessmentEvaluation Key
Each capability is rated to provide an indication
of how the current platform enables or supports
the desired functional business capability
Rating Detail
4 Capability exists and is functionally operating today
3 Capability exists, but is not functionally operating today level of effort to enable the capability would be low / medium
2 Capability exists, but is not functionally operating today level of effort to enable the capability would be medium / high
1 Capability does not exist and could not be supported by the platform
Implication Considerations
Business Differentiation (BD)

• Highlights the degree to which differentiating
  capabilities or objectives could be supported
  based on the Banks platform maturity

Process Alignment (PA)

• Highlights the impact the maturity of the
  platforms have on supporting efficient and
  effective processes (e.g., through automated
  workflow and proper controls)

Customer Experience (CE)

• Highlights the impact which a customer or Bank
  associate may experience based on the Banks
  platform maturity

3
Functional Assessment Findings

• Consumer Deposits
• Small Business Deposits
• Commercial Deposits (including Treasury)
• National Direct Bank
• Deposit Operations
• Consumer Lending
• Small Business Lending
• Commercial Lending

4
Product Considerations
5
Functional AssessmentProduct Detailed Findings
Consumer Deposits
Product Desired Features / Description Timing Client X Rating Company Y Rating Comments / Implications
Rewards Checking Ability to support Rewards Checking to include passing the transaction data by transaction type as appropriate for Rewards System use, posting customer miles available on bank platform sales system, statements, and online banking Day 1 4 3 PA Potential for a significant amount of redevelopment work with respect to launching the Rewards Checking product on a new platform CE Linkage to Rewards platform must be established
Save More Ability to support planned Save More bundle to include the ability to add incremental transfers as assigned by the customer with each debit card and/or bill pay transaction and to be able to offer bonuses for the first of defined transaction types Day 1 3 3 BD Functionality could be logically supported with the proper configuration in Company Y Note scheduled to rollout at Client X summer 2009
Rate Builder Ability to support RateBuilder (receive rate increases on linked savings account based on depth of relationship could be balance level, debit usage, online bill pay, direct deposit, etc. in linked checking account) Post Day 1 2 2 BD Functionality could be logically supported with the proper configuration in Company Y
Passbook Ability to support Passbook Savings product in the NY/NJ footprint only (no new markets) Day 1 4 2 PA Functionality exists in Company Y to support Passbooks but will require work effort to enhance Company Y/RDS integration, RDS functionality and teller hardware
Process Alignment
Customer Experience
Business Differentiation
Note The assessment of the Company Y platform is
based on the current as-is integrated state.
Future support for specific capabilities may
differ from this assessment depending on specific
integration decisions.
6
Capability Considerations
7
Functional AssessmentCapability Detailed
Findings Consumer Deposits
2. Develop Products Services
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Support Non-Vanilla Products Ability to support advanced products beyond the current suite Day 1 4 3 BD / PA RDS / Company Y is table-driven rules can be changed, although complexity depends on the offering
Support Product Rate Changes / Tiers Ability to change rates quickly (including customization of tiers at the region / market level Day 1 4 4 BD Major profitability driver that would need to be supported PA Requires simple table change in Company Y
Regionalize Product Ability to roll out and configure products by branch / region / bank Day 1 4 2 BD Major profitability driver that would need to be supported PA Not configured would need configuration at Company Y to implement
Perform Exception Pricing Ability to perform exception pricing Day 1 4 3 BD Major profitability driver that would need to be supported CE Potential negative impact to the customer if exception pricing changes
Perform Relationship Pricing Ability to relationship price (rate or fee depends on criteria such as balance level, use of services like direct deposit or bill pay) Day 1 3 3 BD Major profitability driver that would need to be supported PA Company Y has built in relationship pricing features would need to build the appropriate table with business rules CE Supports an improved customer experience
2.1 Ideate
2.2 Perform Feasibility
2.3 Prioritize Initiatives
2.4 Develop and Deliver Functionality
2.5 Launch
Note The assessment of the Company Y platform is
based on the current as-is integrated state.
Future support for specific capabilities may
differ from this assessment depending on specific
integration decisions.
Process Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
8
Functional AssessmentCapability Detailed
Findings Consumer Deposits
2. Develop Products Services
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Perform Relationship Pricing Ability to have unique SWEEP pricing schemes Day 1 3 3 BD Both could support multiple sweep products PA Sweep service charge pricing is handled by Weiland Account Analysis. Interest rates are balance tiered and table driven by Company Y sub-product type CE Company Y can exception price these accordingly
Support Product Bundling Ability to support bundling of products (tie products together and modify rates, fees, and other features based on a la carte or bundle) Day 1 3 4 BD / CE Bundling is a core part of Company Y product tables with flexibility to define different bundles easily
Support Product Release Ability to quickly change incentives for new product rollouts or other major changes Day 1 3 3 PA Company Y has flexibility, but incentives are typically set at the beginning of the year
Support Product Release Ability to differentiate incentives / products by region potentially even branch Post Day 1 2 2 PA Company Y tables can be configured by region to support this functionality current set up does not utilize regionalization
Support Product Release Ability to test incentives strategies by differing incentives in test branches vs. other baseline branches Post Day 1 2 2
New Products Ability to roll out new products at a rate of several per year (e.g., on a quarterly basis) Day 1 4 3 PA Could support depending on the complexity of the product (would need to configure and test)
Converting Accounts with New Products Supports converting accounts to new product type without impacting account numbers, OLB, debit, etc. Day 1 4 3 PA Can potentially be done without affecting the smart account number at Company Y CE Supports minimal impact to the customer
2.1 Ideate
2.2 Perform Feasibility
2.3 Prioritize Initiatives
2.4 Develop and Deliver Functionality
2.5 Launch
Note The assessment of the Company Y platform is
based on the current as-is integrated state.
Future support for specific capabilities may
differ from this assessment depending on specific
integration decisions.
Process Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
9
Functional AssessmentCapability Detailed
Findings Consumer Deposits
2. Develop Products Services
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Debit Cards Ability to support 1-step instant issuance permanent card order with same day PIN Sig usage Day 1 4 3 CE Real-time process in conducive to an enhanced CE at Company Y
Pretty Plastics Ability to maintain pretty plastics capabilities that exist within the current footprint Day 1 4 3 Note would likely use vendor (same as credit card)
Personalize Debit Ability to personalize debit plastic (like Card Lab) Post Day 1 3 3 Note would likely use vendor (same as credit card)
2.1 Ideate
2.2 Perform Feasibility
2.3 Prioritize Initiatives
2.4 Develop and Deliver Functionality
2.5 Launch
Note The assessment of the Company Y platform is
based on the current as-is integrated state.
Future support for specific capabilities may
differ from this assessment depending on specific
integration decisions.
Process Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
10
Functional AssessmentCapability Detailed
Findings Consumer Deposits
3. Market Products
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Overdraft Functionality Support overdraft protection functionality that can link to multiple account types Day 1 3 4 BD Sophisticated overdraft functionality at Company Y can tie to DDA or HELOC
Segment Based Marketing Ability to differentiate multiple marketing offers and themes on a single product (example offer Bank at Work customer 100 to sign up for a new DDA and offer a student 50 to open the same account) Day 1 4 2 PA / CE Company Y can define customer segments PA May be able to tie a marketing campaign for a particular product to a defined segment
Promotional Codes Ability to use promotional codes and have codes tied to automated benefits incenting direct deposit, debit usage, online bill pay, etc. Day 1 4 3 PA Company Y uses package codes stored in Company Y PA May be some gaps in the way Company Y is able to deliver this functionality
Promotional Codes Ability to use promotional codes to identify customers taking advantage of an offer and/or for use in establishing that accounts eligible for direct mail bonuses Day 1 4 2 PA May be some gaps in the way Company Y is able to deliver this functionality PA Company Y has limited ability to track where an app came from
Offer / Promotion Tracking Ability to see what offers or promotions have been marketed or a customer has received Post Day 1 3 3 PA Company Y can review outstanding offers or applications through RDS PA Need to ensure branch staff is appropriately trained CE Associates arent aware of offers customer has received and may duplicate offers
Statement Messaging Ability to customize statement messaging Day 1 3 4 BD Can perform conditional searches and design messages CE Company Y can customize at the Customer level
3.1 Plan Marketing
3.2 Develop Creatives and Execute Marketing
Note The assessment of the Company Y platform is
based on the current as-is integrated state.
Future support for specific capabilities may
differ from this assessment depending on specific
integration decisions.
Process Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
11
Functional AssessmentCapability Detailed
Findings Consumer Deposits
4. Acquire Customers
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Channel Account Opening Ability to open accounts online, in the call center, or in the branch Day 1 3 3 PA Need to understand complexities at both banks with respect to automating the account creation process PA Online applications at Company Y are manually keyed by back-office CE Cannot fund via call center at Company Y
Sales Page Sales pages that support account opening are displayed to ensure that the CSR offers correct rates and products associated with the promotional offer given to the customer Day 1 4 3 BD Company Y doesnt use Next Best Offer functionality BD Associate can query RDS for pending offers
Profiling Ability to capture profiling information for subsequent analysis Day 1 2 3 BD Done thru salesforce.com no integration to RDS PA Used for notes not driving relationships or offers
Account Takeaway Ability to print or email a summary of what was purchased, what to expect next, contact info, etc. for the customer to take with him / her Post Day 1 3 3 CE Can support this process at Company Y but not in place today
Channel Ability to start in one channel and end in another Post Day 1 2 3 CE Unless an application is submitted, customer can not work across channels
Single Sign-on Single sign-on to a single system that interfaces with others as necessary Day 1 2 4 PA Company Y check and debit systems have SSO ASP applications require additional sign-on
Duplicate Date Entry Supports the ability to not enter similar data into multiple systems at the time of new customer account opening Day 1 2 4 PA Client X rekeys data from Touchpoint to other systems PA Company Y enters data into Company Y CIS first, CIS populates necessary account opening forms
4.1 Perform Consultative Selling
4.2 Open Account via Banker
4.3 Open Account via Call Center
4.4 Open Account via Online
Note The assessment of the Company Y platform is
based on the current as-is integrated state.
Future support for specific capabilities may
differ from this assessment depending on specific
integration decisions.
Process Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
12
Functional AssessmentCapability Detailed
Findings Consumer Deposits
4. Acquire Customers
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Existing Customer Information Population Ability to pre-fill customer info if the customer already has another Client X product (including national businesses like Card / Auto) Post Day 1 2 3 BD If a customer exists in the CIS, can pre-populate information into application PA Provides for a quicker, more efficient process CE If application is started, but not finished online, data not saved
Product Link Ability to link card to DDA as overdraft protection Post Day 1 2 2 BD Sophisticated overdraft functionality at Company Y can tie to DDA or HELOC PA Complexity lies within the interface that may need to be built with the card organization
Pulling Credit Ability to pull credit at the time of account opening Day 1 2 4 PA / CE Company Y pull 19 credit elements for scoring at the time of account opening
Pre-approval Ability to see if a customer is pre-approved for other Client X products (like a card) Day 1 2 3 PA Not sophisticated Teller receives prompts
Fulfillment Ability to track fulfillment (ordered debit card, checks, other fulfillment items) Post Day 1 2 3 PA / CE Capability exists within RDS for tracking
4.1 Perform Consultative Selling
4.2 Open Account via Banker
4.3 Open Account via Call Center
4.4 Open Account via Online
Note The assessment of the Company Y platform is
based on the current as-is integrated state.
Future support for specific capabilities may
differ from this assessment depending on specific
integration decisions.
Process Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
13
Functional AssessmentCapability Detailed
Findings Consumer Deposits
4. Acquire Customers
5. Service Customers
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Customer Channel Preference Ability to specify which channel a customer prefers and then primarily manage communication through that channel Post Day 1 3 3 PA No push-messaging capabilities between online and contact center CE Company Y customers can set preferences online and for ATM
Sales Management Service to sales capabilities in the call centers Day 1 3 3 BD / CE No current external offer management system in place at Company Y
Channel Servicing Ability to service accounts through all channels (including most national product transactions / changes) Day 1 3 3 CE Company Y can service all products through all channels card servicing handled by JPMC
Issue Management (Follow-Up) Issue management system would have the capability to generate a tickler to remind banker to call the customer (possibly upload to bankers calendar) Post Day 1 2 2 CE Supportforce.com is not integrated with RDS BD / CE Issue management handled through Contact Center
Statements Ability to provide combined statements (all Client X products) with customized inserts / messaging Day 1 (national products Post Day 1) 2 4 CE Company Y statements are fully integrated and provide the customer with a view of their entire product portfolio CE Potential for Company Y customers to lose statement options / functionality
Reporting Ability to support reporting and query access to debit maintenance transaction history Day 1 4 4 PA Can view 120 day transaction history online in Company Y older history via IBM Content Manager (.pdf)
5.1 Process Customer Request
5.2 Process Bank Initiated Transactions
5.3 Manage Content
5.4 Add Ancillary Products to Existing Account
5.5 Manage Banking Operations
Note The assessment of the Company Y platform is
based on the current as-is integrated state.
Future support for specific capabilities may
differ from this assessment depending on specific
integration decisions.
Process Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
14
Functional AssessmentCapability Detailed
Findings Consumer Deposits
5. Service Customers
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Real-time ATM / Debit Ability to view in real-time, all ATM / debit transactions (including OLB) Post Day 1 1 4 BD / CE Customer is able to view deposit real-time with Company Y
Transactional Data Ability to view ACH data including who it was from, origination, ability to gain additional transactional data (where purchase was made) TBD 3 2 CE Company Y truncates some ACH data (e.g., merchant number gets cut off after 15 characters) CE Company Y can define reports as file feeds through OBS (new file type) direct from Pep
Data Retention (Viewing) Increase transaction data retention, with ability to see 10 months (history online, currently have to manually pull statements) Post Day 1 2 3 PA Current ability to view only 120 days of transaction data online via Company Y PA 16 months storage online for e-statements
Deposit Posting Provide the ability for same day posting of deposits Post Day 1 1 4 BD Company Y does real-time online deposit posting CE Improved CE with the ability to realize transactions real-time
Waive Fees Support the ability to waive fees and capture the details of the decision to do so (e.g., NSF Fee) Day 1 3 3 BD / PA / CE RDS provides ability to waive fees (with ceiling set for approvals) Follow-up on ability to waive particular fees would be necessary
5.1 Process Customer Request
5.2 Process Bank Initiated Transactions
5.3 Manage Content
5.4 Add Ancillary Products to Existing Account
5.5 Manage Banking Operations
Note The assessment of the Company Y platform is
based on the current as-is integrated state.
Future support for specific capabilities may
differ from this assessment depending on specific
integration decisions.
Process Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
15
Functional AssessmentCapability Detailed
Findings Consumer Deposits
6. Manage Customer Relationships
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Prompts Ability to provide pop-ups or other prompts to customer-facing associates based on a rules engine with business logic (includes CTI screen flash, Mindshare Survey) Post Day 1 2 3 BD / CE Current capability is not sophisticated Teller receives prompts cross-selling is more manual
Customer Relationships Ability to see full customer relationship (including national products like Card and Auto) Day 1 3 4 BD / PA / CE Fully integrated customer view bolsters servicing experience
Transaction / Contact Viewing Ability to see recent transactions and contacts (calls to the call center, complaints, etc.) Day 1 3 3 PA Transaction activity on RDS is available for up to120 days 16 months online CE Branch associate can not see all customer activity (e.g., complaints)
Differentiated Serving Differentiated servicing in the call centers and branches based on the customer value / segment Post Day 1 3 3 PA Doesnt aesthetically treat the customers any differently Platinum go to separate line CE Differentiated service levels based on customers core CE Stored at the account level and used for defined benefits
Householding Ability to household customers Day 1 4 3 CE Company Y house-holding defined at the customer level CE Limitation - can be changed in branch or over the phone not online
Maintain Notes / Event History Support the maintenance of system generated and associate notes on a customer's account Day 1 4 3 PA Customer notepad provided through salesforce.com, but not integrated with RDS
6.1 Manage Portfolio
6.2 Execute Customer Management Strategy
6.3 Retain Customers
6.4 Solicit Customer Feedback
Note The assessment of the Company Y platform is
based on the current as-is integrated state.
Future support for specific capabilities may
differ from this assessment depending on specific
integration decisions.
Process Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
16
Functional AssessmentCapability Detailed
Findings Consumer Deposits
6. Manage Customer Relationships
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Fee Waivers Systematized fee waiver authority where the system dictates who has the ability to waiver certain fees under certain circumstances (e.g., Call Center Associate can waive NSF fees for 1st time offenders, but only State Heads can waive TM service charges) Post Day 1 2 3 BD / CE Can perform refunds and may support true fee waivers, but functionality is not currently being utilized
Engagement Need to be able to easily identify use of sticky services and Treasury Management services (e.g., branch knows that Client-A has a debit card, uses Treasury Optimizer, and has Merchant Services) Day 1 4 4 BD / CE Done via reporting
Consumer Complaints Require one interface for front end system to see customer complaints and know all relationships with customer and all interactions Post Day 1 2 2 CE Salesforce records notes on the customer - not integrated with RDS CE / PA Banker can only see complaints if they have been typed in notes (in RDS)
Overdraft Visibility Ability to show returns and trail of returns (post what was returned to customer if chose not to pay) Day 1 3 4 PA / CE Feature is available thru RDS for the branch associate and call center agent
Rewards Provide automated enrollment and updates to Rewards Money Market Accounts and Branch Rewards Checking accounts on the vendor Rewards platform TBD TBD 2 BD / CE Reward functionality at Company Y is less robust than at Client X Deeper dive is required
Rewards Ability to update the existing Rewards Credit Card number on a Rewards Money Market account TBD TBD 2 BD / CE Reward functionality at Company Y is less robust than at Client X Deeper dive is required
6.1 Manage Portfolio
6.2 Execute Customer Management Strategy
6.3 Retain Customers
6.4 Solicit Customer Feedback
Note The assessment of the Company Y platform is
based on the current as-is integrated state.
Future support for specific capabilities may
differ from this assessment depending on specific
integration decisions.
Process Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
17
Functional Assessment Findings

• Consumer Deposits
• Small Business Deposits
• Commercial Deposits (including Treasury)
• National Direct Bank
• Deposit Operations
• Consumer Lending
• Small Business Lending
• Commercial Lending

18
Product Considerations
19
Functional AssessmentProduct Detailed Findings
Small Business Deposits
Product Desired Features / Description Timing Client X Rating Company Y Rating Comments / Implications
Rewards Checking Ability to support Rewards Checking to include passing the transaction data by transaction type as appropriate for Rewards System use, posting customer miles available on bank platform sales system, statements, and online banking Day 1 4 3 PA Potential for a significant amount of redevelopment work with respect to launching the Rewards Checking product on a new platform CE Linkage to Rewards platform must be established
Save More Ability to support planned Save More bundle to include the ability to add incremental transfers as assigned by the customer with each debit card and/or bill pay transaction and to be able to offer bonuses for the first of defined transaction types Day 1 3 3 BD Functionality could be logically supported with the proper configuration in Company Y Note scheduled to rollout at Client X summer 2009
Rate Builder Ability to support RateBuilder (receive rate increases on linked savings account based on depth of relationship could be balance level, debit usage, online bill pay, direct deposit, etc. in linked checking account) Post Day 1 2 2 BD Functionality could be logically supported with the proper configuration in Company Y
Public Checking, Savings, and Money Market Continue to support all Public Product types Day 1 4 3 BD Company Y currently has Business and Public Checking, Savings, and Money market Accounts BD Additional product functionality could be logically supported with the proper configuration in Company Y
Business Money Markets (Small Business Prime) Continue to support Business Money Markets (both SB Prime and Tiered) Day 1 4 TBD Currently verifying Money Markets can be tiered with Person B (Company Y Cash Mgmt Services)
Commercial Savings Continue to support Commercial Savings Day 1 4 4 BD / CE Commercial Savings product available at Company Y
Commercial CDs Continue to support Commercial CDs Day 1 4 4 BD / CE Company Y currently supports Commercial CDs
Check Management Ability to search for check over date range Day 1 4 3 BD / CE Ability to search transaction over date range but not images which have the ability for point search
Process Alignment
Customer Experience
Business Differentiation
Rating Key
2 Med / High Effort
4 Operational
3 Low / Med Effort
1 Will not support
20
Functional AssessmentProduct Detailed Findings
Small Business Deposits
Product Desired Features / Description Timing Client X Rating Company Y Rating Comments / Implications
Escrow Management Continue to support escrow, including sub accounts, in all states Day 1 4 2 PA / BD Supporting parent /child relationship for escrow and tenant accounts are possible via Company Y Note Any escrow and tenant functionality has not been utilized by Company Y and additional research is required to identify the degree of any enhancements required to support (e.g., new modules) Note Company Y recommended mainframe service (to perform full multi-tier ZBA, Escrow Management and Sweep functionality), Agiletics, scoped and scheduled for installation this year prior to the purchase announcement
Escrow Management Support 1031 Escrow Management Accounts including split interest between master and sub accounts Day 1 4 2 PA / BD Supporting parent /child relationship for escrow and tenant accounts are possible via Company Y Note Any escrow and tenant functionality has not been utilized by Company Y and additional research is required to identify the degree of any enhancements required to support (e.g., new modules) Note Company Y recommended mainframe service (to perform full multi-tier ZBA, Escrow Management and Sweep functionality), Agiletics, scoped and scheduled for installation this year prior to the purchase announcement
Escrow Management Require flexible pricing capabilities at the sub account level Day 1 4 2 PA / BD Supporting parent /child relationship for escrow and tenant accounts are possible via Company Y Note Any escrow and tenant functionality has not been utilized by Company Y and additional research is required to identify the degree of any enhancements required to support (e.g., new modules) Note Company Y recommended mainframe service (to perform full multi-tier ZBA, Escrow Management and Sweep functionality), Agiletics, scoped and scheduled for installation this year prior to the purchase announcement
Escrow Management Data needed to feed into CIS view all relationships Day 1 1 3 PA / BD Supporting parent /child relationship for escrow and tenant accounts are possible via Company Y Note Any escrow and tenant functionality has not been utilized by Company Y and additional research is required to identify the degree of any enhancements required to support (e.g., new modules) Note Company Y recommended mainframe service (to perform full multi-tier ZBA, Escrow Management and Sweep functionality), Agiletics, scoped and scheduled for installation this year prior to the purchase announcement
Escrow Management Automate split interest calculation or need to work with manual split interest procedures Day 1 3 2 PA / BD Supporting parent /child relationship for escrow and tenant accounts are possible via Company Y Note Any escrow and tenant functionality has not been utilized by Company Y and additional research is required to identify the degree of any enhancements required to support (e.g., new modules) Note Company Y recommended mainframe service (to perform full multi-tier ZBA, Escrow Management and Sweep functionality), Agiletics, scoped and scheduled for installation this year prior to the purchase announcement
Escrow Management Perform dual reporting (master earned and sub account earned) Day 1 3 2 PA / BD Supporting parent /child relationship for escrow and tenant accounts are possible via Company Y Note Any escrow and tenant functionality has not been utilized by Company Y and additional research is required to identify the degree of any enhancements required to support (e.g., new modules) Note Company Y recommended mainframe service (to perform full multi-tier ZBA, Escrow Management and Sweep functionality), Agiletics, scoped and scheduled for installation this year prior to the purchase announcement
Escrow Management Automated control over open and closing within the branch (real time) Post Day 1 2 2 PA / BD Supporting parent /child relationship for escrow and tenant accounts are possible via Company Y Note Any escrow and tenant functionality has not been utilized by Company Y and additional research is required to identify the degree of any enhancements required to support (e.g., new modules) Note Company Y recommended mainframe service (to perform full multi-tier ZBA, Escrow Management and Sweep functionality), Agiletics, scoped and scheduled for installation this year prior to the purchase announcement
Overdraft protection Support overdraft protection functionality that can link to multiple account types Day 1 3 4 BD Sophisticated overdraft functionality at Company Y can tie to DDA or HELOC
Controlled Disbursement Continue to support controlled disbursements Day 1 4 4 BD Support disbursements with check only (no ACH)
ZBA/Target Balance Accounts Continue to support zero balance and target balance accounts Day 1 4 4 BD Company Y utilizes Company Y based sweep functionality to provide Zero Balance Accounts CE Multi-tiered ZBAs are available, but are discouraged due to the processing balance not reporting balances in all tiers (recommended Agiletics mainframe)
CD Rom Check Service Ability to flag for CD-Rom on host and index to check/item Day 1 4 4 PA / BD Image administrator passes to CD Rom which gets flagged on Company Y and recon file gets downloaded to process
Process Alignment
Customer Experience
Business Differentiation
Rating Key
2 Med / High Effort
4 Operational
3 Low / Med Effort
1 Will not support
21
Functional AssessmentProduct Detailed Findings
Small Business Deposits
Product Desired Features / Description Timing Client X Rating Company Y Rating Comments / Implications
Sweeps Support for Euro, Repo, and Loan sweeps Day 1 4 2 BD Company Y could support multiple sweep products (investment sweep connected to ZBA sub account) with exception pricing BD Company Y currently performing Investment and Repo sweeps (not Euro Loan dependent upon image exchange functionality) PA Sweep pricing would tie in the entire Company Y suite with need for proper feeds from other external places Note Sweep service charge pricing is handled by Weiland Account Analysis interest rates are balance tiered and table driven by Company Y sub-product type
Sweeps Ability to have unique sweep pricing schemes Day 1 4 3 BD Company Y could support multiple sweep products (investment sweep connected to ZBA sub account) with exception pricing BD Company Y currently performing Investment and Repo sweeps (not Euro Loan dependent upon image exchange functionality) PA Sweep pricing would tie in the entire Company Y suite with need for proper feeds from other external places Note Sweep service charge pricing is handled by Weiland Account Analysis interest rates are balance tiered and table driven by Company Y sub-product type
Sweeps Require built in pricing flexibility (market level pricing) Day 1 4 2 BD Company Y could support multiple sweep products (investment sweep connected to ZBA sub account) with exception pricing BD Company Y currently performing Investment and Repo sweeps (not Euro Loan dependent upon image exchange functionality) PA Sweep pricing would tie in the entire Company Y suite with need for proper feeds from other external places Note Sweep service charge pricing is handled by Weiland Account Analysis interest rates are balance tiered and table driven by Company Y sub-product type
Sweeps Loan to DDA sweeps with ability to group deposits as a loan accounting requirement Day 1 3 2 BD Company Y could support multiple sweep products (investment sweep connected to ZBA sub account) with exception pricing BD Company Y currently performing Investment and Repo sweeps (not Euro Loan dependent upon image exchange functionality) PA Sweep pricing would tie in the entire Company Y suite with need for proper feeds from other external places Note Sweep service charge pricing is handled by Weiland Account Analysis interest rates are balance tiered and table driven by Company Y sub-product type
Account Analysis Ability to flag accounts for account analysis Day 1 4 4 PA Account analysis is driven by sub product code in Company Y
Account Analysis Ability to suppress hard charges and hard charge from DDA system Day 1 4 4 PA Once account is switched to account analysis in Company Y, all hard charges are suppressed and no longer hit account
Account Analysis Ability for analysis statement illustrating earnings credit rate and service charges (calculation of excess) Day 1 4 4 PA / BD Any earnings credit rate and service charges on Weiland Company Y will also do basics of service charges (earnings credit for balances to off set)
Controlled Disbursement Ability to deliver same day check detail report to customers Day 1 4 2 BD Do not deliver same day check detail or images BD Given the limited number of Company Y customers on disbursement and current needs based process, this warrants further analysis of the ability
Controlled Disbursement Ability to issue summary report includes fed items, on us (internal processing), ACH, same day Day 1 4 3 BD / CE Any items sent to the fed return the next morning of which summary could be issued
Process Alignment
Customer Experience
Business Differentiation
Rating Key
2 Med / High Effort
4 Operational
3 Low / Med Effort
1 Will not support
22
Functional AssessmentProduct Detailed Findings
Small Business Deposits
Product Desired Features / Description Timing Client X Rating Company Y Rating Comments / Implications
Data Exchange Ability to flag accounts for outgoing data exchange Day 1 4 4 PA Company Y supports a corporate banking code to flag for outgoing data exchange
Data Exchange Ability to send account to multiple BAI2 Destinations Day 1 4 4 PA Company Y can deliver to multiple end points, although, requires separate corporate banking code
Data Exchange Ability to selectively send transactions and balance outbound (BAI2) Day 1 4 1 PA Do not have the option to selectively send, and have not pursued other options
Balance Reporting BAI2 - host transaction codes need to be translated to BAI2 codes Day 1 4 4 PA Company Y stores a translation table, therefore, when balance reporting files are created, reporting in BAI2 codes that service
Balance Reporting BAI2 - host information balances and transaction needs to be transferred to BAI2 format Day 1 4 4 BD Transfer able to be completed in BAI2 format
Balance Reporting BAI2 ability to flag accounts to identify as an information reporting account Day 1 4 4 PA Company Y supports a corporate banking exchange code
Book Transfers Ability to transfer between different banks and generate due settlement for bank transfers Day 1 4 2 BD Internal transfers performed real time Note This was noted as a follow-up item for the Company Y deposits team, although initially perceived as doable
Book Transfers Ability to select book transfers based on balance availability or Not Day 1 4 4 PA Company Y default availability is ZBA limit system, with ACH risk limit, daily overdraft limit, next day availability limit
Bank Reporting Ability to generate sweep reports, cycle statements, daily stats Day 1 4 4 PA / BD All commercial accounts month end (although able to have special requests) BD Statements following business day have archive with .pdf
Bank Reporting Ability to generate account analysis reports Day 1 4 2 CE / BD Hard copy statements mailed out after tenth business day current manual entries post items off of Weiland
Process Alignment
Customer Experience
Business Differentiation
Rating Key
2 Med / High Effort
4 Operational
3 Low / Med Effort
1 Will not support
23
Capability Considerations
24
Functional AssessmentCapability Detailed
Findings Small Business Deposits
2. Develop Products Services
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Support Non-Vanilla Products Ability to support advanced products beyond the current suite Day 1 4 3 BD / PA RDS / Company Y is table-driven rules can be changed, although complexity depends on the offering
Support Product Rate Changes / Tiers Ability to change rates quickly (including customization of tiers at the region / market level Day 1 4 4 BD Major profitability driver that would need to be supported PA Requires simple table change in Company Y
Regionalize Products Ability to roll out and configure products by branch / region / bank Day 1 4 2 BD Major profitability driver that would need to be supported PA Not configured would need configuration at Company Y to implement
Perform Exception Pricing Ability to perform exception pricing Day 1 4 3 BD Major profitability driver that would need to be supported CE Potential negative impact to the customer if exception pricing changes
Perform Relationship Pricing Ability to relationship price (rate or fee depends on criteria such as balance level, use of services like direct deposit or bill pay) Day 1 3 3 BD Major profitability driver that would need to be supported PA Company Y has built in relationship pricing features would need to build the appropriate table with business rules CE Supports an improved customer experience
Perform Relationship Pricing Ability to have unique SWEEP pricing schemes Day 1 3 3 BD Both could support multiple sweep products PA Sweep service charge pricing is handled by Weiland Account Analysis. Interest rates are balance tiered and table driven by Company Y sub-product type CE Company Y can exception price these accordingly
2.1 Ideate
2.2 Perform Feasibility
2.3 Prioritize Initiatives
2.4 Develop and Deliver Functionality
2.5 Launch
Process Key
Rating Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
2 Med / High Effort
4 Operational
3 Low / Med Effort
1 Will not support
25
Functional AssessmentCapability Detailed
Findings Small Business Deposits
2. Develop Products Services
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Support Product Bundling Ability to support bundling of products (tie products together and modify rates, fees, and other features based on a la carte or bundle) Day 1 3 4 BD / CE Bundling is a core part of Company Y product tables with flexibility to define different bundles easily
Support Product Release Ability to quickly change incentives for new product rollouts or other major changes Day 1 3 3 PA Company Y has flexibility, but incentives are typically set at the beginning of the year
Support Product Release Ability to differentiate incentives / products by region potentially even branch Post Day 1 2 2 PA Company Y tables can be configured by region to support this functionality current set up does not utilize regionalization
Support Product Release Ability to test incentives strategies by differing incentives in test branches vs. other baseline branches Post Day 1 2 2
New Products Ability to roll out new products at a rate of several per year (e.g., on a quarterly basis) Day 1 4 3 PA Could support depending on the complexity of the product (would need to configure and test)
Converting Accounts with New Products Supports converting accounts to new product type without impacting account numbers, OLB, debit, etc. Day 1 4 3 PA Can potentially be done without affecting the smart account number at Company Y CE Supports minimal impact to the customer
Debit Cards Ability to support 1-step instant issuance permanent card order with same day PIN Sig usage Day 1 4 3 CE Real-time process in conducive to an enhanced CE at Company Y
Rate Tiers Customize interest rate tiers at a regional or market level Day 1 4 4 PA Requires simple table change in Company Y
2.1 Ideate
2.2 Perform Feasibility
2.3 Prioritize Initiatives
2.4 Develop and Deliver Functionality
2.5 Launch
Process Key
Rating Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
2 Med / High Effort
4 Operational
3 Low / Med Effort
1 Will not support
26
Functional AssessmentCapability Detailed
Findings Small Business Deposits
2. Develop Products Services
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Support Product Release Ability to quickly change incentives for new product rollouts or other major changes Day 1 3 3 PA Company Y has flexibility, but incentives are typically set at the beginning of the year
Support Product Release Ability to differentiate incentives / products by region potentially even branch Post Day 1 2 2 PA Company Y tables can be configured by region to support this functionality current set up does not utilize regionalization
New Products Ability to roll out new products at a rate of several per year (e.g., on a quarterly basis) Day 1 4 3 PA Could support depending on the complexity of the product (would need to configure and test)
2.1 Ideate
2.2 Perform Feasibility
2.3 Prioritize Initiatives
2.4 Develop and Deliver Functionality
2.5 Launch
Process Key
Rating Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
2 Med / High Effort
4 Operational
3 Low / Med Effort
1 Will not support
27
Functional AssessmentCapability Detailed
Findings Small Business Deposits
3. Market Products
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Overdraft Functionality Support overdraft protection functionality that can link to multiple account types Day 1 3 4 BD Sophisticated overdraft functionality at Company Y can tie to DDA or HELOC
Segment Based Marketing Ability to differentiate multiple marketing offers and themes on a single product (example offer Bank at Work customer 100 to sign up for a new DDA and offer a student 50 to open the same account) Day 1 4 2 PA / CE Company Y can define customer segments PA May be able to tie a marketing campaign for a particular product to a defined segment
Promotional Codes Ability to use promotional codes and have codes tied to automated benefits incenting direct deposit, debit usage, online bill pay, etc. Day 1 4 3 PA Company Y uses package codes stored in Company Y PA May be some gaps in the way Company Y is able to deliver this functionality
Promotional Codes Ability to use promotional codes to identify customers taking advantage of an offer and/or for use in establishing that accounts eligible for direct mail bonuses Day 1 4 2 PA May be some gaps in the way Company Y is able to deliver this functionality PA Company Y has limited ability to track where an app came from
Offer / Promotion Tracking Ability to see what offers or promotions have been marketed or a customer has received Post Day 1 3 3 PA Company Y can review outstanding offers or applications through RDS PA Need to ensure branch staff is appropriately trained CE Associates arent aware of offers customer has received and may duplicate offers
Statement Messaging Ability to customize statement messaging Day 1 3 4 BD Can perform conditional searches and design messages CE Company Y can customize at the Customer level
3.1 Plan Marketing
3.2 Develop Creatives and Execute Marketing
Process Key
Rating Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
2 Med / High Effort
4 Operational
3 Low / Med Effort
1 Will not support
28
Functional AssessmentCapability Detailed
Findings Small Business Deposits
4. Acquire Customers
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Channel Account Opening Ability to open accounts online, in the call center, or in the branch Day 1 3 3 PA Need to understand complexities at both banks with respect to automating the account creation process PA Online applications at Company Y are manually keyed by back-office CE Cannot fund via call center at Company Y
Sales Page Sales pages that support account opening are displayed to ensure that the CSR offers correct rates and products associated with the promotional offer given to the customer Day 1 4 3 BD Company Y doesnt use Next Best Offer functionality BD Associate can query RDS for pending offers
Profiling Ability to capture profiling information for subsequent analysis Day 1 2 3 BD Done thru salesforce.com no integration to RDS PA Used for notes not driving relationships or offers
Account Takeaway Ability to print or email a summary of what was purchased, what to expect next, contact info, etc. for the customer to take with him / her Post Day 1 3 3 CE Can support this process at Company Y but not in place today
Channel Ability to start in one channel and end in another Post Day 1 2 3 CE Unless an application is submitted, customer can not work across channels
Single Sign-on Single sign-on to a single system that interfaces with others as necessary Day 1 2 4 PA Company Y check and debit systems have SSO ASP applications require additional sign-on
Duplicate Date Entry Supports the ability to not enter similar data into multiple systems at the time of new customer account opening Day 1 2 4 PA Client X rekeys data from Touchpoint to other systems PA Company Y enters data into Company Y CIS first, CIS populates necessary account opening forms
4.1 Perform Consultative Selling
4.2 Open Account via Banker
4.3 Open Account via Call Center
4.4 Open Account via Online
Process Key
Rating Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
2 Med / High Effort
4 Operational
3 Low / Med Effort
1 Will not support
29
Functional AssessmentCapability Detailed
Findings Small Business Deposits
4. Acquire Customers
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Existing Customer Information Population Ability to pre-fill customer info if the customer already has another Client X product (including national businesses like Card / Auto) Post Day 1 2 3 BD If a customer exists in the CIS, can pre-populate information into application PA Provides for a quicker, more efficient process CE If application is started, but not finished online, data not saved
Product Link Ability to link card to DDA as overdraft protection Post Day 1 2 2 BD Sophisticated overdraft functionality at Company Y can tie to DDA or HELOC PA Complexity lies within the interface that may need to be built with the card organization
Pulling Credit Ability to pull credit at the time of account opening Day 1 2 4 PA / CE Company Y pull 19 credit elements for scoring at the time of account opening
Pre-approval Ability to see if a customer is pre-approved for other Client X products (like a card) Day 1 2 3 PA Not sophisticated Teller receives prompts
Fulfillment Ability to track fulfillment (ordered debit card, checks, other fulfillment items) Post Day 1 2 3 PA / CE Capability exists within RDS for tracking
Remote Sales Private Bankers should have access to their own set of new account numbers (vs. needing to call the branches to get an account number in order to open a new market) Day 1 2 TBD PA / CE Unique account numbers exists outside of branch for SB accessed through banker support group
CIP and Borrower Type Ability to recognize borrower type to prompt the relevant CIP questions Post Day 1 1 2 BD / PA Circumventing CIP based on account type and how customers are related to the accounts Note Any CIP updates integrate real-time to CIS
4.1 Perform Consultative Selling
4.2 Open Account via Banker
4.3 Open Account via Call Center
4.4 Open Account via Online
Process Key
Rating Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
2 Med / High Effort
4 Operational
3 Low / Med Effort
1 Will not support
30
Functional AssessmentCapability Detailed
Findings Small Business Deposits
4. Acquire Customers
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Account Numbers Ability to convert customers from one product to another while maintaining the same account numbers. Day 1 3 3 PA Can potentially be done without affecting the smart account number at Company Y CE Supports minimal impact to the customer
Account Analysis Auto add account to analysis vs. completing a form (manually required Day 1 automated required Post Day 1) Post Day 1 1 2 PA Ability to change sub product code in Company Y to redefine account for account analysis, however, requires manual Weiland entry CE Company Y can perform some account analysis, Commercial Analyze Checking for basic check and deposit items, within limits (e.g., not tiered)
4.1 Perform Consultative Selling
4.2 Open Account via Banker
4.3 Open Account via Call Center
4.4 Open Account via Online
Process Key
Rating Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
2 Med / High Effort
4 Operational
3 Low / Med Effort
1 Will not support
31
Functional AssessmentCapability Detailed
Findings Small Business Deposits
5. Service Customers
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Customer Channel Preference Ability to specify which channel a customer prefers and then primarily manage communication through that channel Post Day 1 3 3 PA No push-messaging capabilities between online and contact center CE Company Y customers can set preferences online and for ATM
Sales Management Service to sales capabilities in the call centers Day 1 3 3 BD / CE No current external offer management system in place at Company Y
Channel Servicing Ability to service accounts through all channels (including most national product transactions / changes) Day 1 3 3 CE Company Y can service all products through all channels card servicing handled by JPMC
Issue Management (Follow-Up) Issue management system would have the capability to generate a tickler to remind banker to call the customer (possibly upload to bankers calendar) Post Day 1 2 2 CE Supportforce.com is not integrated with RDS BD / CE Issue management handled through Contact Center
Issue Management (Follow-Up) Ability to enter in type of maintenance being performed to inform the customer (for tracking purposes) Post Day 1 1 2 CE Supportforce.com is not integrated with RDS BD / CE Issue management handled through Contact Center
Statements Ability to provide combined statements (all Client X products) with customized inserts / messaging Day 1 4 4 CE Company Y statements are fully integrated and provide the customer with a view of their entire product portfolio CE Potential for Company Y customers to lose statement options / functionality
Statements Ability to suppress statements, duplicate statements, boxing statements (RE clients), combine statements Day 1 4 TBD CE Follow-up with Joe Matusek (Company Y Treasury Mgmt Services / Deposit Operations) in progress
Reporting Ability to support reporting and query access to debit maintenance transaction history Day 1 4 4 PA Can view 120 day transaction history online in Company Y older history via IBM Content Manager (.pdf)
5.1 Process Customer Request
5.2 Process Bank Initiated Transactions
5.3 Manage Content
5.4 Add Ancillary Products to Existing Account
5.5 Manage Banking Operations
Process Key
Rating Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
2 Med / High Effort
4 Operational
3 Low / Med Effort
1 Will not support
32
Functional AssessmentCapability Detailed
Findings Small Business Deposits
5. Service Customers
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Real-time ATM / Debit Ability to view in real-time, all ATM / debit transactions (including OLB) Post Day 1 1 4 BD / CE Customer is able to view deposit real-time with Company Y
Transactional Data Ability to view ACH data including who it was from, origination, ability to gain additional transactional data (where purchase was made) Post Day 1 1 2 CE Company Y truncates some ACH data (e.g., merchant number gets cut off after 15 characters) CE Company Y can define reports as file feeds through OBS (new file type) direct from Pep
Data Retention (Viewing) Increase transaction data retention, with ability to see 10 months (history online, currently have to manually pull statements) Post Day 1 2 3 PA Current ability to view only 120 days of transaction data online via Company Y PA 16 months storage online for e-statements
Deposit Posting Provide the ability for same day posting of deposits Post Day 1 1 4 BD Company Y does real-time online deposit posting CE Improved CE with the ability to realize transactions real-time
Multiple Payment Options Support multiple payment options TBD TBD TBD BD PA CE
Waive Fees Support the ability to waive fees and capture the details of the decision to do so Day 1 3 3 BD / PA / CE RDS provides ability to waive fees (with ceiling set for approvals)
Multiple User Profiles Support multiple user profiles with different security access TBD TBD TBD BD PA CE
5.1 Process Customer Request
5.2 Process Bank Initiated Transactions
5.3 Manage Content
5.4 Add Ancillary Products to Existing Account
5.5 Manage Banking Operations
Process Key
Rating Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
2 Med / High Effort
4 Operational
3 Low / Med Effort
1 Will not support
33
Functional AssessmentCapability Detailed
Findings Small Business Deposits
5. Service Customers
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Floats Support float application (including float removals and custom floats) Day 1 4 4 PA / CE Ability to vary float at customer level thru customer scoring and database solution PA RDS identifies what the float should be based on item or thru an exception table
Debit Research Ability to pull debit research quickly for customer inquiries Post Day 1 2 2 PA RDS performs query and research and also ability to search within imaging (have flexibility here) CCOA search capabilities require additional interfaces to perform search functionality (e.g., miscellaneous debits)
5.1 Process Customer Request
5.2 Process Bank Initiated Transactions
5.3 Manage Content
5.4 Add Ancillary Products to Existing Account
5.5 Manage Banking Operations
Process Key
Rating Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
2 Med / High Effort
4 Operational
3 Low / Med Effort
1 Will not support
34
Functional AssessmentCapability Detailed
Findings Small Business Deposits
6. Manage Customer Relationships
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Prompts Ability to provide pop-ups or other prompts to customer-facing associates based on a rules engine with business logic (includes CTI screen flash, Mindshare Survey) Post Day 1 2 3 BD / CE Current capability is not sophisticated Teller receives prompts cross-selling is more manual
Customer Relationships Ability to see full customer relationship (including national products like Card and Auto) Day 1 3 4 BD / PA / CE Fully integrated customer view bolsters servicing experience
Transaction / Contact Viewing Ability to see recent transactions and contacts (calls to the call center, complaints, etc.) Day 1 3 3 PA Transaction activity on RDS is available for up to120 days 16 months online CE Branch associate can not see all customer activity (e.g., complaints)
Differentiated Serving Differentiated servicing in the call centers and branches based on the customer value / segment Post Day 1 3 4 PA Doesnt aesthetically treat the customers any differently Platinum go to separate line CE Differentiated service levels based on customers core CE Stored at the account level and used for defined benefits
Householding Ability to household customers Day 1 4 3 CE Company Y house-holding defined at the customer level CE Limitation - can be changed in branch or over the phone not online
Fee Waivers Systematized fee waiver authority where the system dictates who has the ability to waiver certain fees under certain circumstances (e.g., Call Center Associate can waive NSF fees for 1st time offenders, but only State Heads can waive TM service charges) Post Day 1 2 3 BD / CE Can perform refunds and may support true fee waivers, but functionality is not currently being utilized
6.1 Manage Portfolio
6.2 Execute Customer Management Strategy
6.3 Retain Customers
6.4 Solicit Customer Feedback
Process Key
Rating Key
In Scope L0 Process
L1 Process Performed
L1 Process Not Performed
2 Med / High Effort
4 Operational
3 Low / Med Effort
1 Will not support
35
Functional AssessmentCapability Detailed
Findings Small Business Deposits
6. Manage Customer Relationships
High Level Capability Description Timing Client X Rating Company Y Rating Comments / Implications
Engagement Need to be able to easily identify use of sticky services and Treasury Management services (e.g., branch knows that Client-A has a debit card, uses Treasury Optimizer, and has Merchant Services) Day 1 4 2 BD / CE Done via reporting
Consumer Complaints Require one interface for front end system to see customer complaints and know all relationships with customer and all interactions Post Day 1 2 2 CE Salesforce records notes on the customer - not integrated with RDS CE / PA Banker can only see complaints if they have been typed in notes (in RDS)
Overdraft Visibility Ability to show returns and trail of returns (post what was returned to customer if chose not to pay) Day 1 3 4 PA / CE Feature is available thru RDS for the branch associate and call center agent
Maintain Notes / Event History Support the maintenance of system generated and associate notes on a customer's account Day 1 4 3 PA Customer notepad provided through salesforce.com, but not integrated with RDS
Rewards Provide automated enrollment and updates to Rewards Money Market Accounts and Branch Rewards Checking accounts on the vendor Rewards platform TBD TBD 2 BD / CE Reward functionality at Company Y is less robust than at Client X Deeper dive is required
Rewards Ability to update the existing Rewards Credit Card number on a Rewards Money Market account TBD TBD 2 BD / CE Reward functionality at Company Y is less robust than at