PostExpo: Integrating the Analogue and Digital World: Customer-oriented Innovation

Capgemini RAIN Session 2:

„Integrating the analogue and digital world:
customer focused innovation”
Oliver Kempkens & Monika Plum
FRANCOTYP-POSTALIA

fp-francotyp.com
F00.10 - Rev. 3.0

ACTUAL TRENDS & DRIVERS

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F00.10 - Rev. 3.0

BROADBAND PENETRATION & DATA
Capgemini RAIN Session POSTEXPO 2012 fp-francotyp.com

NEW COMMUNICATION CHANNELS (P2P)

MOBILE COMMUNICATION

SOCIAL MEDIA

EU DATA PROTECTION DIRECTIVE

EU-SERVICE DIRECTIVE

E-GOVERNMENT INITIATIVES
Capgemini RAIN Session POSTEXPO 2012

NEO ECOLOGY

SILVER SOCIETY

DIGITAL CHARACTERS

INDIVIDUALIZATION

CUSTOMIZATION

PULL VS PUSH

USAGE VS OWNERSHIP

Broadband Penetration
EU-Data Protection Directive
New Communication Channels
EU-Service Directive
Mobile Communication E-Government initiatives
(e.g. De-Mail Law Germany)
Social Media
Green Initiatives

Individualisation
Ageing
Pull instead of push
„Digital Characters“
„Usage“ instead of „Ownership“

OVERVIEW

FUTURE TRENDS?

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SUBSTITUTION & (E-) INTEGRATION

URBANISATION & CONNECTIVITY

GLOBALIZATION / NEW WORK

FEMALE SHIFT

CUSTOMERS

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F00.10 - Rev. 3.0

41% 20%

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41% 20% 39%

fp-francotyp.com

Digital
Immigrants Consumers prefering prefering paper invoices in %**
Percentage of consumers paper invoices
20% Digital
Germany 78
Outsiders
39% Austria 75

UK 73

Switzerland 71

US 66
Digital 0 20 40 60 80
Natives
41%

Sources: DIVSI Milieu Studie 2012
Austria Post/IFES 2011; VDBF 2010; EMSA UK 2011;
Swiss Post 2011; EMA US 2010

SUMMARY

WHAT CAN WE LEARN?

fp-francotyp.com
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MESSAGE VOLUME VS DECLINE OF PHYSICAL POST MARKET

MULTICHANNEL COMMUNICATION STRATEGY / SOLUTIONS
Capgemini RAIN Session POSTEXPO 2012 POSTEXPO 2012
Capgemini RAIN Session fp-francotyp.com

CUSTOMIZATION / INDIVIDUALIZATION / CUSTOMER-
ORIENTATION / RECIPIENT-DRIVEN 2012
Capgemini RAIN Session POSTEXPO fp-francotyp.com

Impact on Communication Market
 Change from sender to recipient driven modell
(pull instead of push modell)
 Decline of physical mail
 Individualisation - customisation
 No single communciation strategy
 Need for multi-channel solutions
Sources: DIVSI Milieu Studie 2012
Austria Post/IFES 2011; VDBF 2010; EMSA UK 2011;
Swiss Post 2011; EMA US 2010

SUMMARY

Postal Customer /
incumbent sender

Neopost
Pitney Bowes
Frama
Telefrank

CHANGES IN THE COMPETETIVE ENVIRONMENT

Franking / Inserting

Postal Customer /
Beta Systems
incumbent WebStamp (CH Post)
Online Postage
Software sender
BTA Digital Works Opex Earth Class Mail
(Neopost) SmartStamp (Royal Mail) Wincor Inbound mail IBML
Consolidation / Sorting zazzle StampIt (DPAG) Nixdorf Innosource Eastman Kodak
Elsag Datamat PostMatic Ernst Reiner GmbH Kofax
TrackMyMail QuickSort Click-n-ship (USPS) Duplo Kern
freesort Outbound mail Buhr
Software/Services Satori Software Endicia.com s Inscerco
Grützmacher
BriefGenio Hefter
Cendris Stralfors Presort
DuoShare Stamps.com Gunther Böwe Bell & Howell
PostCon (TNT) Data-Pac
DocumentCodX Software Franking
Hasler Océ
Harte-Hanks Pegasus Gruppe
ManagementPrint And More iab Printer manufacturer
Neopost
Neopost Dym Bixolon Ricoh Seiko Epson
Inserting Asmarc
Hybrid Mail
RR Donnelley
Esker
Pitney Bowes
Pitney Bowes
Frama
o
Rena Systems
Xerox
Canon
HP
Integram Expedited Printsoft Frama Telefrank Astro Samsung Lexmark
eCopy Telefrank Videojet Tech.
Zebra Brother OKI
iq letternet
Business Process
Automatic Data Nirva Systems Tech.
PolyIC
Accu-Sort Systems
PrintCom
Outsourcing Processing Technologies
QM
(DPAG) 3M
Solystic
Technology
Captaris ReadSoft Royal Mail
IBM CodX DHL UPS
Softwar foxray Cendris Deutsche Post TNT
Emtex e ecom USPS La Poste FedEx
Niit Smart Serve DDD
Service Point Solutions Adobe
Microsoft PIN Group
Software Pitney Bowes
IBC
omtool Deutsche Post Com
Solutions Mentana Claimsoft SAP
DST Systems DATEV
AuthentiDate D-Trust
Carriers
Oracle
Ikon Office Solutions De-Mail / Regify
Trustweaver TC Trustcenter
Deutsche Telekom
secure e-mail Diebold Totemo
United Internet Deutsche Post Software for
GNU Privacy Guard
PGP Corporation document creation
T-Systems PayPal (eBay) Sage Software
Electronic Signature
/ Timestamps

MULTIDIMENSIONAL POSTAL WORLD

CHANGING BUSINESS MODEL

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Managing Trust


Transforming the trust
aspect into the digital world


 Digitalisation
as an opportunity, not as a threat
 Transform core business into the digital world

„Managing Trust“ is key asset of postal players

 Protecting privacy in the digital world
 Secure communication channels – physical, hybrid, digital
 E-identification services
 Secure payment options
 Developing multichannel-platforms

SUMMARY

INNOVATION AS A CORE ASSET

fp-francotyp.com
F00.10 - Rev. 3.0

PAST UNDERSTANDING OF INNOVATION
Capgemini RAIN Session POSTEXPO 2012 Session POSTEXPO 2012
Capgemini RAIN fp-francotyp.com

mainly tech driven


mainly tech driven
often not market-oriented


mainly tech driven
neither user-oriented


mainly tech driven
often only enhancements


mainly tech driven
often only enhancements
mostly in-house

NEW UNDERSTANDING OF INNOVATION (I)

NEW UNDERSTANDING OF INNOVATION (II)

THE MULTICHANNEL APPROACH

fp-francotyp.com
F00.10 - Rev. 3.0

Sender Recipient

 Consolidation
Physical
Delivery
Service 
Public authority Public authority
PostBase

 Computer
Hybrid
Delivery
Service
Company
Company Consolidation

 
Citizen Citizen
Fully Electronic

MAIL COMMUNICATION 2.0
50 Capgemini RAIN Session POSTEXPO 2012

INTEGRATING THE ANALOGUE AND
DIGITAL POSTAL WORLD
fp-francotyp.com
F00.10 - Rev. 3.0

THE FUTURE WAY OF MAIL COMMUNICATION

 Single access point for all mail communication needs: physical, hybrid
and digital / secure electronic mail
 FP Portal allows customers to individually manage their mail
communication tailored to their needs
 Multi-channel option keeps mail comunication revenues in the postal
stream instead of divertign it totally to the digital world
FP POSTBASE
SUMMARY

THE FUTURE
FURTHER WAY OF MAIL COMMUNICATION
SUMMARYGROWTH OPPORTUNITY

Banks
E-Health Customer benefits
SOHO
Insurance  Cost savings up to 80% per letter
 Communication process without
media disruption
SME Consumers
 Workflow integration
Industry E-Justice  Higher convenience
Public Authorities

De-Mail market expectations
in bn. 5,5 bn items
items ~ 1,8 bn. €

Strategy: The Future Digital Letter 5

 Sales acitivities have been started 4

3
 Main focus on Small- and Mid Cap
Companies and Public Authorities 2

 Further approach: Cooperations 1 550 Mill items
~ 180 Mill. €

DE-MAIL FACT SHEET

SOCIAL MEDIA

Oliver Kempkens Dr. Monika Plum
Head of Innovation & eBusiness Head of Business Development & Public Affairs

Tel: +49 3303 525 326 Tel: +49 3303 525 973
E-mail: o.kempkens@francotyp.com E-mail: m.plum@francotyp.com

Francotyp-Postalia
www.fp-francotyp.com

Address: Triftweg 21-26
16547 Birkenwerder
Germany

CONTACT

PostExpo: Integrating the Analogue and Digital World: Customer-oriented Innovation

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