Digital mailbox services - Trends in hybrid mail and beyond mail consolidation services                    Ralf Schlözer  ...
Growth in Mobile Connectivity© 2011 InfoTrends                                   www.infotrends.com   2
The Consumer of of Today                      The Consumer the Future© 2011 InfoTrends           Image source: Apple.com  ...
Millions of Mobile Payments Made at Starbucks© 2011 InfoTrends                                                   www.infot...
Growth in Mobile Connectivity                                              120                                            ...
Worldwide Tablet Shipments Forecast                                     2010-2015                  200                  18...
Changes in Communication Habits                     Preferred Methods of Making Contact                             Text M...
Significant Media Attention Around the USPS                               Source: "The U.S. Postal Service Nears Collapse,...
Letter Post Items – Domestic Service                                             Europe 25 countries                      ...
Importance of Delivery Channel for Businesses    100%      80%      60%                    83%                            ...
Consumers’ Perceived Benefits by Delivery Method                                              By Mail                Elect...
Barriers to Paper Suppression                           Business Response                                                 ...
Barriers to Paper Suppression                           Business Response                        Mismatch                 ...
Emergence of Digital Mailbox Services               • Online bill consolidation with a twist               • Additional fu...
Emerging Digital Mailbox Players© 2011 InfoTrends                                      www.infotrends.com   15
Still at the Beginning                              Familiarity with Digital Mailbox Services    How familiar are you with...
Electronic Documents in Transaction               • Advantages of e-documents extend beyond cost                 suppressi...
Delivery: The Right Channel                                        Digital Mailbox                                        ...
InfoTrends’ Opinion               1. Focus on consumer experience                    •   While cost reduction is important...
ralf_schlozer@infotrends.com© 2011 InfoTrends                                  www.infotrends.com   20
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Ralf Schlozer - Digital Mailbox Services - Trends in Hybrid Mail and Beyond Mail Consolidation Services

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Ralf Schlozer - Digital Mailbox Services - Trends in Hybrid Mail and Beyond Mail Consolidation Services

  1. 1. Digital mailbox services - Trends in hybrid mail and beyond mail consolidation services Ralf Schlözer Director On Demand Printing and Publishing 24.11.2011© 2011 InfoTrends© 2011 InfoTrends www.infotrends.com 1
  2. 2. Growth in Mobile Connectivity© 2011 InfoTrends www.infotrends.com 2
  3. 3. The Consumer of of Today The Consumer the Future© 2011 InfoTrends Image source: Apple.com www.infotrends.com 3
  4. 4. Millions of Mobile Payments Made at Starbucks© 2011 InfoTrends www.infotrends.com 4
  5. 5. Growth in Mobile Connectivity 120 100.1 100 Million Shipments in Q1 80 60 54.5 40 36.4 20 0 2009 2010 2011 Worldwide smartphone sales almost tripling in two years Source: Gartner Mobile Phone Tracker© 2011 InfoTrends www.infotrends.com 5
  6. 6. Worldwide Tablet Shipments Forecast 2010-2015 200 180 160 140 Rest of World 120 131.6 Millions 100 80 78.8 60 40 U.S. 27.0 20 43.9 29.2 13.6 18.0 0 2010 2011 2013 2015© 2011 InfoTrends www.infotrends.com 6
  7. 7. Changes in Communication Habits Preferred Methods of Making Contact Text Message Mobile Phone Landline Call Letter E-Mail/website Meet in Person Dont know 75+ 43%Booking a holiday 16-24 48% 31% All 41% 32% 75+ 91%Getting in touchwith a friend to 16-24 62% 33%arrange to meet All 34% 29% 33% 0% 20% 40% 60% 80% 100%Source: Ofcom 2011 – UK Consumers© 2011 InfoTrends www.infotrends.com 7
  8. 8. Significant Media Attention Around the USPS Source: "The U.S. Postal Service Nears Collapse,” Businessweek, May 26, 2011© 2011 InfoTrends Source: "The Electronic Nails in the Post Office’s Coffin,” Businessweek, September 8, 2011 www.infotrends.com 8
  9. 9. Letter Post Items – Domestic Service Europe 25 countries 120 115 European Union - 25 110Billion of items sent 105 100 95 90 2005 2006 2007 2008 2009Source: UPU, 2011© 2011 InfoTrends www.infotrends.com 9
  10. 10. Importance of Delivery Channel for Businesses 100% 80% 60% 83% 86% 40% 77% 81% 74% 69% 60% 46% 20% 40% 28% 0% Near- Long- Near- Long- Near- Long- Near- Long- Near- Long- term term term term term term term term term term Mail e-Mail Biller Direct Consolidator Mobile N = 91 U.S. Businesses© 2011 InfoTrends Source: The Future of Electronic Bill Presentment & Payment in North America, InfoTrends, 2010 www.infotrends.com 10
  11. 11. Consumers’ Perceived Benefits by Delivery Method By Mail Electronically 20% Reminder to pay 49% 12% A good backup/archive 46% 18% Easy to review 44% 49% Good for the environment 2% 35% Convenient 12% 29% Free 14% 12% A personal preference 26% Three Responses Permitted 0% 20% 40% 60% N = 775 U.S. Consumers© 2011 InfoTrends Source: The Future of Electronic Bill Presentment & Payment in North America, InfoTrends, 2010 www.infotrends.com 11
  12. 12. Barriers to Paper Suppression Business Response Consumer Response Archiving and backup reasons 8% 31% #2 Security concerns 20% 28% It is not easy enough 5% 23% #1 Resistance to change 35% 20% Incentive is not attractive enough 9% 16% 13% #3 Lack of access to technology 6% Three Responses Permitted for Consumers 0% 10% 20% 30% 40% N = 775 U.S. Consumers, 78 U.S. Businesses© 2011 InfoTrends Source: The Future of Electronic Bill Presentment & Payment in North America, InfoTrends, 2010 www.infotrends.com 12
  13. 13. Barriers to Paper Suppression Business Response Mismatch Consumer Response Archiving and backup reasons 8% 31% Security concerns 20% 28% It is not easy enough 5% 23% Resistance to change 35% 20% Incentive is not attractive enough 9% 16% Lack of access to technology 13% 6% Three Responses Permitted for Consumers 0% 10% 20% 30% 40% N = 775 U.S. Consumers, 78 U.S. Businesses© 2011 InfoTrends Source: The Future of Electronic Bill Presentment & Payment in North America, InfoTrends, 2010 www.infotrends.com 13
  14. 14. Emergence of Digital Mailbox Services • Online bill consolidation with a twist • Additional functionality may include: − Digital file cabinet − Document upload and long-term archive − Loyalty program management − Subscription management − Coupon aggregator − Address-based link to users • Digital version of the traditional mailbox… AND MORE© 2011 InfoTrends www.infotrends.com 14
  15. 15. Emerging Digital Mailbox Players© 2011 InfoTrends www.infotrends.com 15
  16. 16. Still at the Beginning Familiarity with Digital Mailbox Services How familiar are you with digital mailbox services (such as doxo, Manilla, Volly, and Zumbox)? Extremely 4% Somewhat 29% Not at all 41% Remotely 26% N = 301 respondents familiar with marketing in the U.S.© 2011 InfoTrends Source: The Emergence of Digital Mailbox Services, InfoTrends, 2011 www.infotrends.com 16
  17. 17. Electronic Documents in Transaction • Advantages of e-documents extend beyond cost suppression − Improved communication − Opportunity to create a two-way dialogue • Still consumers have considerable concerns • New Solutions: Emergence of digital mailbox services − Addressing some consumer concerns, e.g. document filing, central access, ease of use,… • The option for printed communication remains important − Solution: Hybrid Mail© 2011 InfoTrends www.infotrends.com 17
  18. 18. Delivery: The Right Channel Digital Mailbox Services Internet: Biller Direct E-mail Hybrid Mail Mobile Messaging Traditional Mail New Methods© 2011 InfoTrends ??? www.infotrends.com 18
  19. 19. InfoTrends’ Opinion 1. Focus on consumer experience • While cost reduction is important, it is counterproductive if achieved at the expense of consumer satisfaction. 2. Educate • Consumers need to better understand the benefits of choosing electronic alternatives. Recognize the traditional barriers to paperless and define a strategy to address them. 3. Provide consumers with options • Today’s consumer expects easy access to options for statement delivery. Ensure that you are providing a breadth of options to support the full range of consumer needs. 4. Carefully evaluate emerging technologies • Transaction solution are mission critical and need to build on stable platforms and standards with accessibility over years to come.© 2011 InfoTrends www.infotrends.com 19
  20. 20. ralf_schlozer@infotrends.com© 2011 InfoTrends www.infotrends.com 20

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