RelatioMail Discovery                          Nico CoolsManaging Director - Document Management                          ...
RelatioMail           Strategy                 Brand      MarCom          Customer          Admin Mail                    ...
Let’s focus on Administrative mail …        Why to capitalize today on        administrative mails ?     How to transform ...
Let’s focus on Administrative mail …        Why to capitalize today on        administrative mails ?     How to transform ...
Why?           your challenges & strategies             your challenges       Crisis, crisis, crisis…   Decrease costs in ...
Why?             the mail                        moment…                      paper as a highly impacting media           ...
Why?             the end-customers…                      76% prefer paper for their Admin mail                            ...
Let’s focus on Administrative mail …        Why to capitalize today on         administrative mail ?     How to transform ...
3 advices to ensure SUCCESS…  1. … put yourselves in your customers shoes  2. … attack it as a project, not a campaign  3....
How?       … put yourselves in your            customers shoes         start with your customer needs            In line w...
How?       … attack it as a project         ensure internal willingness and focus            at all levels of the company…...
How? ... use a proven methodology       © RelatioMail         Marketing competences    Re-design & technical              ...
How?       … leverage bpost     experience          a customer centric program launched 2          years ago          led ...
Let’s focus on Administrative mail …        Why to capitalize today on         administrative mail ?     How to transform ...
What? … RelatioMail impacts on your business        improve your brand   image and customer value            and/or       ...
Some large customers already experiencedRelatioMail…  Banking & Insurance                       Telco  • 3 banks          ...
… let’s hear 3 of their stories…                 Anja Vandeweyer                 Marketing manager Ethias                 ...
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Relatiomail Discovery (UK)– Nico Cools

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Relatiomail Discovery (UK)– Nico Cools

  1. 1. RelatioMail Discovery Nico CoolsManaging Director - Document Management November, 15
  2. 2. RelatioMail Strategy Brand MarCom Customer Admin Mail @ PaperProject Channels? Channels ? Design ICT 2
  3. 3. Let’s focus on Administrative mail … Why to capitalize today on administrative mails ? How to transform them into real customer experience tools? What does it bring? 3
  4. 4. Let’s focus on Administrative mail … Why to capitalize today on administrative mails ? How to transform them into real customer experience tools? What does it bring? 4
  5. 5. Why? your challenges & strategies your challenges Crisis, crisis, crisis… Decrease costs in all areas ! Maximize revenues, client relationship and satisfaction your strategies for … but where & how? administrative mail…? • Do I simply cut my paper/franking costs? • Do I leverage my paper documents value? • Do I manage both, cost & value? • What about my customer needs?
  6. 6. Why? the mail moment… paper as a highly impacting media paper as an unsaturated media … average 1 message a daySOURCE: Market research on 2,000 respondents, December 2010-January 2011; RelatioMail team analysis
  7. 7. Why? the end-customers… 76% prefer paper for their Admin mail Clients wait, read, analyze and archive admin mail It is accessible, practical, easy and serves as legal proof … but there is room for improvement too… for you, it is a privileged contact… It is an existing customer touch point One of the last physical link with your customers It is addressed, recurrent, unique and often sensibleSOURCE: Market research on 2,000 respondents, December 2010-January 2011; RelatioMail team analysis
  8. 8. Let’s focus on Administrative mail … Why to capitalize today on administrative mail ? How to transform them into real customer experience tools? What does it bring?
  9. 9. 3 advices to ensure SUCCESS… 1. … put yourselves in your customers shoes 2. … attack it as a project, not a campaign 3. … leverage bpost experience
  10. 10. How? … put yourselves in your customers shoes start with your customer needs In line with your brand value, positioning and strategy re-think the document content Improve interactivity and relevancy re-design the document lay-out Improve brand coherence, easiness and readability … always measure customers feedback
  11. 11. How? … attack it as a project ensure internal willingness and focus at all levels of the company… be clear with project objectives & timing switch the document ownership… from IT to marketeers from technical constraints to customer-centric approach use a proven project methodology…
  12. 12. How? ... use a proven methodology © RelatioMail Marketing competences Re-design & technical competences Marketing & technical competences Impact measurement Understand YOUR competences business & strategy Think – design – measure mock-up Launch new Understand YOUR document ROI and KPI’s end-customer needs End-customer pre- measurement and expectations testing (Quali) End-customer survey (Quanti) Analysis and Define project Data flow and feedback loop objectives and KPI’s technical review Technical implementation Action plan RelatioMail end-to-end support : up to 6 months
  13. 13. How? … leverage bpost experience a customer centric program launched 2 years ago led by a team of experts & partners with a unique experience & cases in various sectors
  14. 14. Let’s focus on Administrative mail … Why to capitalize today on administrative mail ? How to transform them into real customer experience tools? What does it bring?
  15. 15. What? … RelatioMail impacts on your business improve your brand image and customer value and/or enhance the communication with your customers and/or unlock a hidden ROI out of your document(s)
  16. 16. Some large customers already experiencedRelatioMail… Banking & Insurance Telco • 3 banks • 6 on-going projects • 1 insurance company Utilities Public & Services • 1 on-going project • 2 projects
  17. 17. … let’s hear 3 of their stories… Anja Vandeweyer Marketing manager Ethias Being an “efficassureur” in all our customer contacts. Ugo Setti Head of Commercial Buy Way Develop business with a credit card statement: innovative! Olivier Crucq Director Retention & Servicing Belgacom Welcome a new customer : a must!

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