DOCUMENT Strategy ForumApril 29 - May 1 Greenwich, CTDOCUMENT MANAGEMENT SOLUTIONSMOVING FROM THE BOX TO THE CLOUDBrian StancampianoPitney Bowes, Inc.
.Brian Stancampiano, MBA, CPHQVice President, Pitney BowesDocument Management SolutionsAt Pitney Bowes, Brian leads a team which specializesin optimizing complex document managementprocesses by leveraging industry leading technologies.Examples include litigation support and eDiscovery,mortgage loan origination, claims processing, accountspayable and customer correspondence management.Prior to joining Pitney Bowes, Brian held several senior leadership positionsat Xerox Global Services including heading up the Healthcare & FinancialServices Industries.He has extensive experience in leading client project teams throughbreakthrough productivity improvements in document intensive businessprocesses and operations. In addition to being an expert facilitator, Brian isa Lean Six Sigma Green Belt and certified professional in healthcarequality (CPHQ)
.Desired Outcomes• Share some trends in customer experience & loyalty• Share some trends on customer communication outsourcing• Discuss challenges you’re having• Share a case study & discuss best practices
.Key Findings on Consumer PulseThe Accenture Global Consumer Survey is an annual researchproject that assesses consumer attitudes toward marketing, salesand customer service practices. The 2012 survey includes onlineresponses from more than 12,000 consumers in 32 countries abouttheir experiences with providers in ten industries.• One in five consumers switched providers in 2012, up five percentfrom 2011.• However, the majority (85 percent) of consumers say their serviceprovider could have done something differently to prevent them fromswitching.• Among those who would have stayed if their service provider hadacted differently, two-thirds (67 percent) pointed to having theircustomer service issue resolved during their first contact as a factor;54 percent might have remained loyal if they had been rewarded fordoing more business with their provider.
.Key Findings on Consumer Pulse, cont• Broken promises are a top area of frustration for consumers: nearlytwo-thirds (63 percent) of respondents indicate it’s extremelyfrustrating when a company delivers a different service experiencefrom what it promised upfront. Seventy eight percent of consumers saythey are likely to switch providers when they encounter such brokenpromises.• Nearly a third (31 percent) of respondents prefer companies that useinformation about them to make their experience more efficient fromone step to the next. However, only a quarter (24 percent) said theirproviders deliver tailored experiences.Are your communications helping orhurting your customers experience?
17%18%21%23%24%25%29%30%0% 10% 20% 30%Drive outbound comms to lower cost channelsOutsource to reduce costs and return focus tocore competenciesImprove multi-channel comm. capabilitiesBetter mgmt of end-to-end comm. lifecycleAuto enroll new customers in paperless commsDeveloping mobile applicationsUpgrading data analytics technology & servicesIncrease data security measuresTop Priorities for Customer CommunicationsQ17: What are your organization’s top three priorities for the next 12-24 months relative to customer communicationslifecycle/marketing processes?Three responses permittedSource: Service Expansion Opportunities for Document Outsourcing: North America, InfoTrends, 2012N = 240 business respondents in North America
12%15%16%17%17%20%22%23%35%0% 10% 20% 30% 40%Improve disaster recoveryImprove in-bound communications processingImprove accuracy/error ratesIncrease operational flexibility and agilityUpgrade data analytics capabilitiesIncrease data security measuresShorten cycle timeImprove business process productivityReduce costsTop Priorities Relative to Document Imaging for Next 24 MonthsQ37: What are your organization’s TOP THREE priorities for the next 12-24 months relative to document imaging, indexingand coding, data management, and data integration? Please select the top three options.Three responses permittedSource: Service Expansion Opportunities for Document Outsourcing: North America, InfoTrends, 2012N = 198 business respondents in North America
20%20%22%23%23%25%29%0% 10% 20% 30%FSA 16 complianceDocument archival and retrievalMgmt of entire ongoing business processOn/Off-site business process scanning/imaging,indexing, and codingFront office workflow integration24 hour or less turnaround timesCloud computing backupScanning Services that Increase Propensity to OutsourceQ110: Which combination of the following services would make your company significantly more likely to outsource?Source: Service Expansion Opportunities for Document Outsourcing: North America, InfoTrends, 2012N = 198 business respondents in North America who make the decision to outsource high volume scanning or e-document archivesMultiple responses permitted
28%35%40%44%44%35%36%31%31%29%28%36%28%29%25%15%57%28%0% 20% 40% 60% 80% 100%High-volume scanning &e-document imagingCorporate mailroomCreative servicesOffsite transactionalprint operationIn-house commercialprint operationOffsite commercial printoperationCurrently Outsource Considering Outsourcing Not outsourcing / not considering Dont knowBusiness Function Outsourcing StatusQ11: Please select the appropriate outsourcing status for each of the business functions listed below…Source: Service Expansion Opportunities for Document Outsourcing: North America, InfoTrends, 2012N = Values vary
InfoTrends Key Findings On Growth Opportunities 50% of enterprises outsourcing document processing and management expect scanning & digitalcapture volumes to grow over next two years Top document imaging priorities include: reducing costs, improving business processproductivity, and shortening processing cycle times Nearly 60% of enterprises want to integrate data into specific business processes and acrossmultiple departments 82% of enterprises consider data management services an important provider offering ~ 30% of enterprises do not outsource scanning or e-data archives due to privacy/securityconcerns, loss of control or lack of savings Enterprises are more likely to outsource on-site/off-site imaging, indexing and coding if bundledoff-shore along with workflow integration
Case StudyTHE RESULTS Rapid start-up met customer’s aggressivebusiness goals Increased transactions at start ofbusiness day from 0 to 50%. Reduced cycle time of receipt to actionby 2 days Reduced costs by 30% Increased revenue & month and quarterendsA leading Mortgage Loan Servicing company is experiencing challengesmanaging communications to and from borrowers.Before Highly-manual insourced document operations Outdated imaging, print & mail technologies Limited flexibility with document & form designs 3-4 day cycle time from mail receipt to companyactionAfter All Incoming mail now received at PB NationalProcessing Center, near USPS general mail facility Auto capture (scanning & intelligent data extraction)& indexing starts at 7AM EST Data available to support business transactions by8AM PST Print & mail outsourced to flexible supplier in PST Document redesign in progress to further improveborrower experience and increase auto capture Leverage intelligent bar code to increase autocapture rate & accuracyCompany hasimproved theborrower experienceResults Rapid start-up met customer’s aggressivebusiness goals Increased transactions at start ofbusiness day from 0 to 50%. Reduced cycle time of receipt to actionby 2 days Reduced costs by 30% Increased revenue & month and quarterends
18 %2 0 %2 1%2 1%2 2 %2 4 %2 6 %2 6 %2 8 %2 9 %0 % 10 % 2 0 % 3 0 %Order fulfillment/ processing/inventory mgmtPaper / e-evidence processing for lit./ counselDirect mktg/general mktgHuman resourcesPatient records/patient careClaims processingAccounts payableFront office doc. / data captureAccounts receivableCall center, cust. care, and cust. supportPrimary Source of Document Capture/ImagingQ36: Within the following business processes, where does high-volume document capture/imaging take place?Multiple responses permittedSource: Service Expansion Opportunities for Document Outsourcing: North America, InfoTrends, 2012N = 198 business respondents in North America
Cloud or Not to Cloud…What is the Question?COMPLEXITY• Size andsophistication ofbusiness andstakeholderdepartments (e.g.,Legal, Records,Compliance)• Size and scope ofprojects (includingLegal cases andcontroversies)• IT “bandwidth”(literally)COMMITMENT• Top-down orbottom up?• Organizationalstructure andalignment• Financial resources• IT “bandwidth”(figuratively)CONTROL• Culture -- Internalvs. 3rd partyprovidercompetency• Need for externalaccess (e.g.,mobile employees,outside counsel,consultants)• Data location andsecurityCOST• Who owns thebudget?• Best utilization offunds (Capex vs.Opex)• Long-termsustainability
Document and Data Management Challenges Data lifecycleprocess improvement Multi-vendormanagement Internal alignment Dissatisfactionwith current process Operating andinvestment costsSERVICEINEFFICIENCIES& BUDGETIMPLICATIONS
Document Management Expansion OpportunitiesElectronic FormsConversion- Systematic, largescaleElectronicDocumentManagement- FM providers expandbeyond scan, mailroomand printDocument &Business ProcessOutsourcing- FM providers moveupstream into AP, AR,HR, IT, call centers, etc.Evaluation Services- Integrate and ingestold and new data post-acquisitionData and DatabaseManagement- Centralize andstandardize programs;make appropriatelyaccessibleConsulting andAdvisory Services- Enabler v. profitcenterVertical MarketExpertise- Mortgage loans,insurance claims,healthcare exchanges,legalGlobal Expansion- Buy, build or partner
14%16%13%15%9%10%10%12%8%30%29%18%21%25%21%20%22%25%40%42%48%39%43%43%47%50%43%12%12%17%22%20%23%20%15%23%0% 20% 40% 60% 80% 100%Campaign mgmtGraphic design & doc. composition svcsMulti-channel communicationsMobile communication strategyDeveloping highly-personalized comms.Reducing print & mail communicationsImproving mgmt of in-bound customer comms.Improving document-related BPMMarketing analyticsNot important Limited importance Undecided Important Very importantRelative Importance to Strategic Planning ProcessesQ24: How important are the following initiatives to your CURRENT strategic planning process?Source: Service Expansion Opportunities for Document Outsourcing: North America, InfoTrends, 2012N = 240 business respondents in North America