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Successful Customer Communication with Adobe ADEP

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How you can enforce successful Customer Communication by using Adobe solutions. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.

How you can enforce successful Customer Communication by using Adobe solutions. Presented in November 2011 in Riyadh / Saudi Arabia to the Enterprise partner community.

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  • 1. Agenda  Welcome  Adobe & Customer Experience Management  Introducing the Adobe Digital Enterprise Platform  Customer Experience Solutions – Part 1 - Customer Communication  Customer Experience Solutions – Part 2  Partnering with Adobe  13:00 Closing comments© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 1
  • 2. Customer Experience Solutions – Customer Communications Dieter Hovorka | Technical Manager MENA/MED/SAH, Solution Consulting© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
  • 3. Adobe’s Customer Experience SolutionsBUSINESS Adobe Customer Experience Solutions Web Experience Social Brand Selection & Unified Customer Management Engagement Enrollment Workspace Communication s Learn Validate Decide Use Commit Integrated Content ReviewIT Adobe Digital Enterprise Platform © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 3
  • 4. The Challenge: Rising Expectations for Engagement Customers want the right communication at the right time through the right channel • Timely • Accurate • Convenient • Secure • Relevant Yet 82% of consumers ended a relationship with a business due to a poor experience. Almost half of those turned to a competitor.© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 4
  • 5. The Challenge: Efficient, Engaging Communications labor, compliance, IT reliance,compliant, Efficient, Engagement multiple systems agile Customer Correspondence underutilized customer touch Bulk Statements point, lost Useful, personalized, opportunity differentiated Cost Per Transaction© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 5
  • 6. Solution: Customer Communications solution Engaging, efficient communications that are right for your customer and best for your business Engagement Correspondence Management Reduce Costs Interactive Increase Sales Statements Increase Compliance Increase Loyalty Cost Per Transaction© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 6
  • 7. Customer Communications: Core Capabilities CORRESPONDENCE MANAGEMENT CREATION OF CONTENT DOCUMENT DELIVERY AND AND TEMPLATES ASSEMBLY ARCHIVING Improve Correspondence Management by centralizing and managing the creation, assembly, and delivery of secure, personalized, interactive correspondence.© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 7
  • 8. Customer Communications: Core Capabilities INTERACTIVE STATEMENTS THE CUSTOMER STATEMENT IS A GREAT OPPORTUNITY TO ENABLE SELF-SERVICE CROSS-SELL AND UP-SELL BUILD LOYALTY Transform Static Statements into a Dynamic, Two-way Customer Engagement Channel© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 8
  • 9. Your Priority: Improve Customer Experience & Loyalty Challenge Solution Static one-way communication wastes • Rich, personalized experiences opportunities to connect with • Improved convenience using embedded customers and build loyalty interactive self-service capabilities • Ensure consistency and timeliness across communications • Include tools to help and advise© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 9
  • 10. Your Priority: Improve Compliance and Agility Challenge Solution Lack of controls raise compliance • Minimize IT reliance risks, undermine brand image, and • Simple UI for business users to quickly make correspondence harder, slower, respond to content & templates changes & more costly to manage • Shared, centralized content repository • Audit trails to enforce policies© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 10
  • 11. Your Priority: Boost Productivity and Reduce Correspondence Costs Challenge Solution Costs associated with ensuring • Simple UI for front-line employees to: compliance, labor, and maintaining • Use pre-approved or ad-hoc content separate correspondence systems. • Preview documents • Replace many systems with one unified communications platform© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 11
  • 12. Your Priority: Reducing Call Center Costs Challenge Solution Exploding call center costs and stalled • Self-service options with-in the adoption of online services statement • Embedded chat options drive requests to lower cost channels • Include tools to help and advise© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 12
  • 13. Your Priority: Increasing Sales and Margins Challenge Solution Under-utilized marketing channel on • Include personalized, targeted offers a regular customer touch point customers can instantly act on • Improve conversions with rich, Flash- based experiences • Instrument, analyze and optimize© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 13
  • 14. AIB Significantly Improves Process for Outbound Communication Allied Irish Bank (AIB) Financial Services Challenges Results • Replace a manual outbound correspondence • Significantly improved process for outbound system correspondence • Introduce an automated audit process for swap • Improved audit capabilities confirmation deals • Enhanced user interface • Deliver an automated review and approval • Created a platform for future enhancements process of swap confirmations© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 14
  • 15. IRMF Improves Statement Access For Members and Employers Illinois Municipal Retirement Fund Government Challenges Results • Provide members and employers with efficient, • Improved service delivery to employers and secure access to IMRF documents members by delivering correspondence online faster and more efficiently, • Improve the ability for IMRF employees to complete work items in a timely fashion • Accelerated the generation of member statements by 68% • Improving document archiving processes • Drove additional value from investments in legacy systems “Adobe enables IMRF to deliver better service to its employers and members by producing and delivering correspondence faster and more efficiently, and by improving operational effectiveness,” Curtis Walter, eService systems manager, Illinois Municipal Retirement Fund© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 15
  • 16. Secure, Interactive Electronic Billing Statement Large U.S. Wireless Carrier Challenges • High costs of processing bill payments • Low adoption of existing electronic billing solution • Electronic delivery method that ensures security of customer information Results • Reduced costs of processing bill payments • Improved experience for customers • Secure electronic delivery of customer statements© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 16
  • 17. E.ON Impacts the Bottom Line E.ON Power and Gas Industry Challenges Results • Reorganizing the business by separating its sales • Provided a flexible platform to support 1,000 end and customer care divisions users • Processing 1 million correspondence letters • Increased customer satisfaction generated by over 1,000 users across sales and marketing • Boosted revenue • Increasing complexity and cost to maintain • Improved employee productivity systems due to the organization • Simplified integration and lowered maintenance costs • Enhanced correspondence with partners and employees© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 17
  • 18. State-of-the-Art Correspondence Management System Large German Insurance Company Challenges Results • Automating client correspondence • Delivered an innovative correspondence management system on an aggressive schedule • Standardizing on a consistent brand • Eliminating data errors and process redundancy • Increased process efficiency and reduced errors and administrative costs • All of the above with a short timeline • Improved consistency of customer service • Delivered standardized format for customer communications© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 18
  • 19. Demo© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
  • 20. The Solution: What Sets Adobe Apart Interactivity • Let customers respond to communications • Leverage free Adobe Reader & Adobe Flash Player© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 20
  • 21. The Solution: What Sets Adobe Apart Interactivity • Let customers respond to communications • Leverage free Adobe Reader & Adobe Flash Player Secure Delivery • Only authorized recipients can open • Customers can be sure it is from you© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 21
  • 22. The Solution: What Sets Adobe Apart Interactivity • Let customers respond to communications • Leverage free Adobe Reader & Adobe Flash Player Secure Delivery • Only authorized recipients can open • Customers can be sure it is from you Extensibility • One platform for all correspondence types • Streamline correspondence processes • Expand to other Customer Experience solutions© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 22
  • 23. Louis the XIV said once: „everything starts with the customer.“ 23© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.
  • 24. How to win big with Customer Communication Objective: Select 1 of your top suspects and plan the engagement strategy Identify Target Executive Sponsor LOBs CxO Legal, Customer Services Head of Corporate Marketing Primary Entry Point Title: _______________ & Path Name: ______________© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 24
  • 25. ???© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 25
  • 26. © 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.