A digital transformation case study: A long-standing client of 360insights, BSH Home Appliances was the beta client for 360’s enhanced Consumer Rebates portal and has continued to operate their rebate programs on the platform for nearly four years so far. During this time, they have consistently realized gains in client satisfaction, program ROI and their ability to continuously optimize their programs and spend through the insights the team has drawn from program data. This presentation centres around a high-level discussion of the journey and subsequent advantages that BSH has found through embracing digital transformation of the consumer rebate programs.

1. BSH Home Appliances Optimize Consumer Rebate ROI
Leveraging 360insights’ ChannelSuccess Platform™

2. Kristen Conner
Director of Risk
& Compliance
Hello – A Brief Introduction of Your Presenters
Michael Glenn
Manager, Retail Channel
M ichael brings years of operational and financial expertise to his role overseeing the successful execution of
BSH’s retail channel go-to-market strategy. He has successfully implemented dozens of programs that focus on
efficiencies w ithin BSH’s independent retail channel,as w ell as aligning incentive programs with the strategic vision
of BSH’s respective brands. M ichael has also been a trustedadvisor to360insights on a variety of topics focused
on the dealer persona.
Mary Weston
Senior Sales Analyst
Manny Elawar
Director, Client Success
M ary has been part of the Sales Operations team at BSH for over 7 years managing key relationships and
executing effectivechannel incentives for consumers and the trade. With extensive experience in sales,
marketing,and retail/w holesale operations and logistics,M ary has a proven track record of developing incentive
programs and procedures that drive desirableoutcomes.
Kristen Conner, a Certified Fraud Examiner,w ith a degree in Criminology from UOIT,has been w orking in the Fraud
M anagement industry for over 10years. She started and developed her career w ithin one of the Top 5 Banks in
Canada, before transitioning to 360nsights in 2015. She is currently the Director of Risk and Compliance and is
passionate about preventing,detecting and investigatingfraud w hile developing complex control mechanisms.
Here at 360,she has lead the charge on preventing and recovering over $300Million Dollars thus far.
M anny joined 360insights in 2016 after 9 years at BlackBerry. At BlackBerry,M anny assumed roles ranging from
Softw are Development,to Enterprise SoftwareSales. Now at 360,M anny specializes in ensuring his clients
successfully leverage 360’sproduct suite toachieve their channel incentive goals,and optimize ROI on their
channel incentive spend.

3. AGENDA
Background – 2011 to Today
Solving the Original Business Problem – Fraud Reduction
Program ROI – Incentive Industry Benchmarking
Program ROI – Brand Sentiment/CX
Program ROI – Savings vs. Service Fees

4. THE ORIGINAL PROBLEM:
INCENTIVE FRAUD
USING RACTO
PREVENT FRAUD
USING BENCHMARKS
TO OPTIMIZE
IMPROVINGTHE
CUSTOMER EXPERIENCE

5. Paper claims
adjudication process
Rebate Process Vulnerabilities
Too many claims
to have people audit
every single one
Random audits
reveal some fraud
is occurring
Auditor highlights
potential fraud in
an audit report
Processing is slow
and not very
consumer friendly
1
2
34
5
A MANUAL COMPLIANCE PROCESS IS NOT
ONLY INEFFICIENT, IT EXHAUSTS CRITICAL
RESPONSE TIME MAKING COMPANIES
VULNERABLE—HURTING YOUR BRAND AND
PROGRAM ROI.

6. THE WORLD OF INCENTIVES
IS A WORLD OF FRAUD

7. People commit fraud when pressure, opportunity
& rationalizationpresent themselvesto the individual.
✓ Pressurecould come frommonetary
problems or greed
✓ Incentives & Consumer rebates present
individuals with the opportunity
✓ Rationalization when one can justify
an unethical action
Why Do People Commit Fraud?
WHERE THERE IS ANY FORM OF INCENTIVE,THERE WILL ALWAYS BE FRAUD
THE FRAUDTRIANGLE

8. What Are Stats for Fraud Today?
“The medianresponse providedby these CFEs is that
organizations lose 5% of their annual revenues to fraud.”
2018 Report of the Nations, produced bythe Association
of Certified Fraud Examiners, based on those CFE’s surveyed
WHAT WE SEE AT 360
At first, decline rates for new programscan be as high as 14% and after
the first few months we usually see it dip down as low as 4%.
NON-COMPLIANT CLAIMS
Claimants just drop out of the program after
being declined or put on hold by our RAC
process. This is the result of fraudsters trying out
the new program and looking for loopholes
LEGITIMATE CLAIM
With a legitimate claim, you’ll normally see,
Declined or on-hold claimant get back to
us with missing, required or otherwise
previously in-question claim information.
INDENTIYING THE GOOD & BAD CLAIMS

9. The Old Audit Process
Claim Details
Calculations
Geographies
IDs / SKUs
Invoice Validation
Program Dates
Unit Pricing
Approvals
Denials
Duplications
Resellers
Payments
Program Rules
Comparisons
Tiers / Levels
Transactions
The auditor burned the midnight oil, looking up claim details — a very time-intensive — an imperfect process

10. Audit Efficiency Through Technology
CHANNEL SUCCESS PLATFORM WORKFLOW
Technology Driven Audit Process

11. PREVENTION & DETECTION
100% digital audit for claim compliance
to identify and reduce erroneous or
non-compliantactivity.
INVESTIGATION
Formal Audit Rev iews ofconsumer
& channel incentives and resellers
to identify un-substantiated claims.
IDENTIFICATION & EXAMINATION
Reportingdesigned to identify
and analyze transactions andenable
trend identification &examination.
360insights Risk & Compliance (RAC) Services
Risk & Compliance — 360 Approach

12. Put Your Focus on Prevention
THE BEST WAY TO COMBAT FRAUD IS TO PREVENT IT —
IT IS MUCH HARDER TO DETECT IT
✓ Perception of detection is one of the most effective way to
prevent fraud (The fear of being detectedacts as a control
mechanism)
✓ Following the Patterns and Trends in Data is the most important
practice to uncoverfraudulent activity and the key ingredient
to building preventative practices in the system

13. Digitalization
Fraudsters will try different ways to test any system whether it
be a manual process or on a platform, find loop holes or gaps
“opportunity” to which they can attempt to commit fraud.
NEED ALL THE DATA
We need data and all the datapoints
that liv e withthe data
PATTERNS & TRENDS
From complete data we can find the
fraud patterns &trends
PREVENTIVE ACTION
From the patterns and trends we
can control and prevent fraud
This does not exist when data lives in boxes tucked away.
Review mass amounts of data against known
fraud patterns and trends to prevent fraud.
Digitization allows us the opportunity to
change with the fraud as we identify it in data.
GOING DIGITAL ALLOWS FOR:

14. Top Violators
Dealer Total Transactions Red Transactions % Red
150 35 23%
108 38 35%
93 63 68%
28 7 25%
28 7 25%
21 21 100%

15. PROGRAM ROI:
INCENTIVE INDUSTRY
BENCHMARKING

16. Channel Marketing. Driven.
• Necessary evil?
• Pull tactic?
• “Final
Interaction”?
Consumer
Rebates

17. Rebates– Average Claim Payout
AVERAGE SELL
PRICE BAND
AVERAGECLAIMPAYOUT
BOSCH US THERMADOR SELECT COMPARABLEBRANDS
2018 2017 2018 2017 2018 2017
$0 - $700
$701 - $1500
$1500+

18. Rebates – Average Sell Price Band - $701 - $1,500
PRODUCTLINE
CATEGORY
AVERAGECLAIMPAYOUT
BOSCH US THERMADOR SELECT COMPARABLEBRANDS
2018 2017 2018 2017 2018 2017
Cooking N/A N/A
Dishwasher N/A N/A
Laundry N/A N/A N/A N/A
Microwave N/A N/A
Ventilation N/A N/A

19. PROGRAM ROI:
BRAND SENTIMENT/CX

20. The CX Opportunity
*Source: Econsultancy, Digital Marketing Trends for 2019
CUSTOMER EXPERIENCE CONTENT MARKETING MOBILE PERSONALIZATION SOCIAL
22%
15% 13% 11%
7%
MOST EXCITING BUSINESS OPPORTUNITY

21. The Role of CX in Growth Strategy
The top three reasons whybusinesses proactively manage
and invest in customer experienceare to:
WHY IMPROVE THE CUSTOMER EXPERIENCE?
42%
32%
33%
Addressing each of these reasons can positivelyimpact bottom line revenue
IMPROVE CUSTOMER
RETENTION1
IMPROVE CUSTOMER
SATISFACTION2
INCREASE CROSS-SELLING
& UP-SELLING3

22. A SimplifiedUser Experience

23. A Data-Driven Workflow

24. How Do We Calculate It?
DETRACTORS PROMOTORSNEUTRALS
PROMOTORS
% DETRACTORS
%minus
= NPS SCORE

25. What Does The Score Mean?
NEEDS IMPROVEMENT
(-100 - 0)
CHANNEL IMPROVEMENT RATINGS
-100 0 30 70 100
GOOD
(0 - 30)
GREAT
(30 - 70)
EXCELLENT
(70 - 100)

26. Product NPS
BSH NPS ON PAR
WITH INDUSTRY
0
10
20
30
40
50
60
70
BSH Brand A Brand B
PRODUCT NPS BRAND COMPARISON
Last 30 Days Last 180 Days

27. NPS by Month — Brand
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Jan-2018 Feb-2018 Mar-2018 Apr-2018 May-2018 Jun-2018 Jul-2018 Aug-2018 Sep-2018 Oct-2018 Nov-2018
CONTACT CENTER NPS BY MONTH - BRAND

28. NPS by Month — Experience
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
80.0%
90.0%
100.0%
Contact Center NPS by Month - Experience

29. PROGRAM ROI:
SAVINGS vs. SERVICE FEES

30. Summary: January 1 – December 31, 2017
* Industry Average is based on Select Brands.
Transactions
Processed
Total Value
Transactions
Transactions
Processed
Total Value
Transactions
Declined
Transactions
Declined
Transactions
Declined
Transactions
Declined
Transactions
Decline Rate Savings Decline Rate Savings
Industry Averages
Decline Rates
Industry Averages
Decline Rates
EXPRESS REBATES SPIFFS
BOSCH US

31. CONCLUSION
1. DATA INFORMS WINNING STRATEGY
2. CX IS A POWERFUL, STILL-EMERGING OPPORTUNITY &
CAN BE MEASURED MEANINGFULLY
3. 100% AUDIT REVEALS COMPELLING UPSIDE

32. QUESTIONS?
WE HAVE ANSWERS.