Insights, Capabilities & Case Studies

September, 2015

CONFIDENTIALThe contents of this presentation are considered the confidential and proprietary information of The Cielo Group (Cielo Mobile). This information contained within is intended only for review by the person(s) to whom it was transmitted.

The next 60 minutes

Sales EffectivenessSales Effectiveness

of the CSRof the CSR

Lifetime Value ofLifetime Value of

the Customerthe Customer

Increase the Adoption of Mobile Banking Customers

Cielo Platform Integrated in Phone & Retail Channels

Allows Phone Channel teams and Retail Channel Customer Service Reps to more effectively service the customer.

The Cielo Platform is integrated directly into Gateway (Canada) and Encore (US).

Saves Paper & Postage costs while reducing the average handle time (AHT) servicing the customer.

Supports a variety of customer service interactions through email or SMS; depending on customer preference.

Forrester Research CX 2015

OUR CORE: Create Outstanding Customer Experiences

Simultaneously, the customer expects their needs to be met on their time, their device and their terms.

It’s no longer business as usual

Today, TD must become more effective in how they respond to the customer across the entire “omni-channel” experience.

Sales Effectiveness– TDI Credit Protection

Challenge

Processes failed to meet customer's expectations of speed and convenience.

Large portion of insurance conversations are scripted due to Disclosure regulations.

Customers and employees are asking to be engaged digitally – email and text1

Solution

Enables a truly digital experience for TDI and our customers – documents in minutes not days.

Replaces verbatim scripting with digital disclosures – enables shorter conversations on the phone

Delivered Faster and fitter – weeks versus months and at significant cost savings

Post call reporting allows us to verify that customers have received electronic documents

1Over 25 idea submissions on My Idea Counts

Sales Effectiveness– TDI Credit Protection

Agility Service Relationships

Digital DisruptionMark AthertonSeptember 21, 2015

“Traditional banks face greater organizational and technological complexity.”“…..they have some powerful assets:

...strong security systems,

longstanding customer relationships”

“Road map requires extreme agility to meet the modern customer’s demands.”

Outstanding Customer Experience - Personal Lending eDisclosures

Lowers AHT by 8 minutes.

No additional effort on the part of the customer – providing more convenience, respecting their time, and meeting expectations for service excellence.

Projected to eliminate 274 million sheets of paper and save $40 million is postage fees.

Providing the customer with faster access to their funds.

Mobile Assist Platform for Customer Document Upload

35% of all ULOC deals get approved with a condition. The conditions are satisfied with the customer presenting supporting documents

Instead of faxing condition documents, customers can use their smartphone to capture a photo image of the document.

The image can then be uploaded to Cielo’s Platform and submitted for verification and processing by the Personal Lending back office.

Engaging the Customer with eCondition Document Submission

If customer preference is to receive the eDisclosure via SMS, their mobile number is entered and the Platform validates it.

The CSR clicks SEND, the engagement is stored in the database and the customer immediately receives a Personalized SMS.

SMS is secure and delivery is verified by the Cielo Platform.

SMS contains a unique link , specific to that customer and their mobile number.

The customer’s tap of the unique link is stored in the database for tracking and reporting.

Tapping the link opens the document submission webpage in the customer’s mobile browser.

Customer Experience – Capture and Submit

Applications in Every Day Banking

eConditions Validation Dashboard

Allows Back Office processing to view, print and save the Condition Document to a local folder.

The Cielo Platform provides an end-to-end view of every eCondition engagement.

eConditions Validation Dashboard

Strong Security & Longstanding Customer Relationships

Ernst & YoungGlobal survey of

30,000 bank customers

Harris Interactive2014 survey, of 2,000 U.S. adults,71% of Americans would be likelyto switch banks if they became thevictim of online banking fraud.

Engaging US Bank Card Customers with SMS

Engaging US Bank Card Customers with SMS

Cielo Mobile Assist Platform Hosting

Cielo applications have already been approved across TD stakeholders including Product, Policy, Legal, Compliance, Digital Channels, Marketing, Direct Channel Governance (Operational Risk, CASL, GOS).

The Cielo Platform satisfies TD vendor procurement and BCSG requirements and meets all TRMIS Supplier Control Design specifications.

Platform applications are delivered quickly and with agility – getting to market in just 3 months - including rollout to the Phone Channel; which already uses the Cielo Platform.

Applications hosted by Cielo adhere to the strictest security policies set forth by TRIMS to protect the Customer’s Personal Identity Information.

Cielo’s mobile messaging and email platform meets all aspects of the Canadian Anti-Spam Legislation and supports TD’s centralized opt-out management practice.

Disclosures Immediately Sent & Tracked via SMS

If customer preference is to receive the eDisclosure via SMS, their mobile number is entered and the Platform validates it.

The CSR clicks send, the engagement is stored in the database and the customer immediately receives the text.

SMS is secure and delivery is verified by the Cielo Platform.

SMS contains a unique link which opens the eDisclosure pdf in the customer’s mobile browser.

The Customer’s click of the unique link is stored in the database for tracking and reporting.

SMS Customer Experience

11Customer receives SMS with a link to the pdf disclosure. 22

Tapping the link in the SMS opens a landing page in the customer’s mobile browser.

33Customer views and saves the disclosure with the cover letter.

Disclosures Are Immediately Sent & Tracked via SMS or Email

If customer preference is to receive the eDisclosure via email, their email address is entered and the CSR clicks send.

The engagement is stored in the database and the customer immediately receives the email.

The email is personalized and the eDisclosure pdf is attached.

The pdf contains all the LOC information unique to the customer’s transaction.

Reporting and Administrative Dashboard

Allows Back Office processing to record LOC activation.

The Cielo Platform provides an end-to-end view of every customer engagement.

Enables management of new/revised template eDisclosure documents.

Tagging traditional media with mobile response

Use the branded short code 838383 (tdtdtd) across all media placements with multiple keywords, for segmentation.

Transforms traditional media with an interactive, digital call to action.

Segment and measure responses by media, creative, placement, flight, etc.

CieloPlatform™ provides analytics based on uniquely identifiable consumers.

Keywords for segmentation may include: “td”, “app”, “mobile”, “bank” or virtually any other word or combination of words.

Available analytics include daily, weekly or monthly text-ins and, if required unique click-thrus by mobile number.

Mobile CTA results in an immediate, interactive response

The response contains two alternative clickable links.

Available analytics include either, total number of clicks, or unique clicks by mobile number.

Customers text-in with a keyword to the branded short code and receive back an immediate response.

CieloPlatform™ captures and stores the customer’s mobile number for tracking; and for use in future out-bound campaigns.

Both links are uniquely tied back to the consumer’s mobile number.

A single response reaches two distinct audiences

2nd link allows customers who do not have the app to download it immediately – at the peak of their emotional response.

Both click-thrus can be tracked separately and, if required, uniquely by mobile number.

First link allows TD to reach customer’s who already have the mobile banking app.

Reach existing mobile app customers with out-bound SMSUse TD’s existing database of mobile banking opt-ins.

The database contains the mobile number of over 500,000 mobile banking customers.

Text messages have a 99% open rate versus 29% open rate for email.

Text messages are read within 18 seconds after being received.

63% of consumers surveyed say they welcome relevant text messages from brands they know and trust. Source: PEW Data Research

Send a one-time, CASL compliant, outbound announcement.

Sales Effectiveness– TDI Credit Protection

Save L&H up to $783,000 annually in fulfillment costs

Reduce our paper consumption by 50%2, which results in saving 9 tons of paper or the equivalent of 214 trees

Improve CEI and Attribute scores

Increase Term Life New Annualized Premium by $150,000 per year3

2Based on a 50% customer acceptance rate to opt for paperless fulfillment.3Based on increase of 5% settlement rate with 2015 sales goals for LIC.

Optional Customer Identity Verification

The upload page provides the option to either take a photo and upload the document, or browse the phone for an existing document to upload.

When the customer taps the unique link, their action is stored in the database, tracking their click through.

The unique link clicks through to a PERSONALIZED landing page which first verifies the customer’s identity.NOTE: unlike email, SMS is more secure. Verification

can be obtained with just the last 4 digits of the mobile number.

Customer Experience – Capture and Submit

When the customer is satisfied with their image, the camera’s BACK button returns to the upload page with the image listed.

The customer taps the Document Type field and a list of types drops down to select from. Or the customer can enter their own document type.

Tapping the “+ ” icon opens the camera again to capture another document to add to the list for submitting.

When the customer is finished, the Submit Button is tapped and the documents are uploaded to the Cielo Platform.