The High Performance Digital Front OfficeRod HodgmanJeff KalickiMar. 12, 2013                        1                   C...
An Amazing Five Years   EXAMPLE                 2008                    2013   Devices             Desktop/Laptops   Table...
Changing Expectations and BehaviorsGrowth in Mobile and e-Commerce is Creating a “New Normal”                          Cus...
Mobile Becomes the Face of Engagement    It took 22 years for the first 2 billion people to connect to the Internet       ...
Mobile Users are Demanding              Harris Interactive Survey of Mobile Users47% expect the mobile experience to be be...
e-Commerce Defines the Transaction Experiencee-Commerce Estimated to Reach $1T in 2013                              Source...
Mobile and e-Commerce Impact form the growth of Mobile and e-Commerce                        7                Copyright 20...
The Customer Journey                   Transactions are the “Moment of Truth”        DISCOVER                   TRANSACT  ...
Online Transactions are Mostly Analog        A There are two types of transactions – Digital and Analog         DISCOVER  ...
The Experience Everyone Wants                      Online, Device Aware Experience         DISCOVER                 TRANSA...
The Experience Everyone Gets     Online User/Mobile Experience              Analog         DISCOVER                  TRANS...
The Digital Front Office             No longer can customer-facing business transactions                     rely solely o...
Two Business Drivers for Digital Front Office     Improving Competitive or Market Position         Improving Operating Per...
UK Government Transactions        http://transactionsexplorer.cabinetoffice.gov.uk/                                       ...
Cost of UK Government Analog Transactions                       15               Copyright 2010 Avoka Technologies..
Potential Savings from Digital Transactions                         16                   Copyright 2010 Avoka Technologies..
Most Transactions are Analog for a Good Reason                       17                Copyright 2010 Avoka Technologies..
Avoka TransactINDIVIDUAL                                                      ORGANIZATION   Online Self-Service          ...
Demonstration        Powering your Digital Front Office                       19                    Copyright 2010 Avoka T...
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The High Performance Digital Front Office

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Slides from a recent webinar on making your front office all-digital. Check out the YouTube video for the audio at the end of the slides or direct at http://www.youtube.com/avokatech.

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  • The growth in Mobile use and e-Commerce are forcingorganizations to provide an “all-digital” experience that allows their customers to do anything and everything online, using the device of their choice.No longer will customer-facing business transactions be able to solely rely on non-digital actives such as call center interactions, branch office visits, PDF forms, or poorly crafted applications that don’t offer an optimized experience for every device.
  • Let me introduce you to Avoka Transact – a sophisticated, enterprise class Transaction Experience Management Platform!The value proposition is Avoka Transact delivers unmatched time-to-value for organizations by managing & optimizing high-stakes transactions with customers, citizens, partners and mobile staff. It enables organizations to attract and retain more customers, sell more products and services, reduce abandonment rates and improve the quality of the information that flows into your business systems.It supports two important “business” solutions.The Online Self-Service solution empowers business teams to create, deploy and manage custom data capture applications that enables their customers to transact onlineThe Mobile Sales & Service solution enables organisations to create, deploy and manage custom mobile data capture applications on a variety of devices
  • albertusv@interfile.co.za
  • The High Performance Digital Front Office

    1. 1. The High Performance Digital Front OfficeRod HodgmanJeff KalickiMar. 12, 2013 1 Copyright 2010 Avoka Technologies..
    2. 2. An Amazing Five Years EXAMPLE 2008 2013 Devices Desktop/Laptops Tablets and Smartphones User Interfaces Keyboard/Mouse Touch, Voice, Gesture Operating Systems Windows iOS and Android Connectivity Occasional Always Connected Interactive Forms XFA PDF HTML5 Transactions Analog Digital 2 Copyright 2010 Avoka Technologies..
    3. 3. Changing Expectations and BehaviorsGrowth in Mobile and e-Commerce is Creating a “New Normal” Customers Increasingly Expect  To be able to do anything/everything online  That every interaction is available as an engaging digital experience  That all digital experiences are optimized for the device in use 3 Copyright 2010 Avoka Technologies..
    4. 4. Mobile Becomes the Face of Engagement It took 22 years for the first 2 billion people to connect to the Internet The next 2 billion users will be online in the next five years Mobile Internet Users > Desktop Internet Users Shipments of Tablets and Smartphones >1B (Gartner) 4 Copyright 2010 Avoka Technologies..
    5. 5. Mobile Users are Demanding Harris Interactive Survey of Mobile Users47% expect the mobile experience to be better than call-center or branch office visits43% who experience a problem will abandon the transaction78% who experience problems share those experienceswith others 5 Copyright 2010 Avoka Technologies..
    6. 6. e-Commerce Defines the Transaction Experiencee-Commerce Estimated to Reach $1T in 2013 Source: Goldman Sachs In fact e-Commerce hit $1T in 2012 Just as with mobile the growth in e-Commerce is a fundamental transition to a new level of simplicity, ease-of-use, and above all, convenience 6 Copyright 2010 Avoka Technologies..
    7. 7. Mobile and e-Commerce Impact form the growth of Mobile and e-Commerce 7 Copyright 2010 Avoka Technologies..
    8. 8. The Customer Journey Transactions are the “Moment of Truth” DISCOVER TRANSACT MANAGE Search, Paper Forms Web Content Advertising Management eCommerce Call-Center CRM CCM & Social Branch Office Transactions are the lifeblood of every organization 8 Copyright 2010 Avoka Technologies..
    9. 9. Online Transactions are Mostly Analog A There are two types of transactions – Digital and Analog DISCOVER TRANSACT MANAGE Search, Web Content Paper Forms Advertising Management eCommerce Call-Center CRM CCM & Social Branch Office Digital Analog PDF forms, call center interactions, branch office visits, or applications that don’t offer an optimized device experience 9 Copyright 2010 Avoka Technologies..
    10. 10. The Experience Everyone Wants Online, Device Aware Experience DISCOVER TRANSACT MANAGE Search, Web Content Paper Forms Advertising Management eCommerce Call-Center CRM CCM & Social Branch Office Customer Analytics 10 Copyright 2010 Avoka Technologies..
    11. 11. The Experience Everyone Gets Online User/Mobile Experience Analog DISCOVER TRANSACT MANAGE Search, Paper Forms Advertising Web Content Management eCommerce Call-Center CRM CCM & Social Branch Office Customer Analytics None 11 Copyright 2010 Avoka Technologies..
    12. 12. The Digital Front Office No longer can customer-facing business transactions rely solely on “analog transactions” X Digital Front Office Industry analysts are using the terms “Digital Edge” and the “Digital Front-Office” to describe the transformation to an all-digital experience. 12 Copyright 2010 Avoka Technologies..
    13. 13. Two Business Drivers for Digital Front Office Improving Competitive or Market Position Improving Operating Performance 13 Copyright 2010 Avoka Technologies..
    14. 14. UK Government Transactions http://transactionsexplorer.cabinetoffice.gov.uk/ Average Cost/Transaction $33 14 Copyright 2010 Avoka Technologies..
    15. 15. Cost of UK Government Analog Transactions 15 Copyright 2010 Avoka Technologies..
    16. 16. Potential Savings from Digital Transactions 16 Copyright 2010 Avoka Technologies..
    17. 17. Most Transactions are Analog for a Good Reason 17 Copyright 2010 Avoka Technologies..
    18. 18. Avoka TransactINDIVIDUAL ORGANIZATION Online Self-Service Transaction Experience Management Platform CRM Customers Citizens Partners BPM Quickly give your customers and mobile teams the ability to do business online using any device. Mobile Staff ERP Mobile Sales and Service 18 Copyright 2010 Avoka Technologies..
    19. 19. Demonstration Powering your Digital Front Office 19 Copyright 2010 Avoka Technologies..

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