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How Output Management is
Responding to Social Media
How do they fit together?
Two markets joined like Siamese twins
Customer dialog

            Social Media                            Output Management



         Dialog
                                                      Mass printing


                   (Social) CRM
                                                              Transpromo
    Multichannel
                                            Print spooler integration

                                     Processes
  Real-time communication
                                  Customer dialog                  Mail merge
9,600,000,000 minutes
                            or 6,666,666 days and nights – the time
                            Germans spent on facebook in May 2011.


                            22% of the time surfing the Internet
                            was dedicated to social media

                            24% of all users spent more time on
                            social media networks than emailing




82% of all users feel that written
  correspondence via conventional or
       digital media is not adequately
                          personalized
“In the future, everyone will be world-famous for 15 minutes,” Andy Warhol, 1986
The consumer is a reporter, blogger, critic, fan, or pop star


       Brands are in the spotlight




                                      Consumers take center stage
      1950        1960         1970      1980        1990       2000   2010

ADAPTED FROM WILDFIRE AGENCY
PARTNERS

                                          TIF
                                   GIF



                                         JPG




                                                PROSPECTIVE BUYERS
COMPETITORS




                    COMPANIES
                     Unternehmen

              AFP




                      CUSTOMERS
The COST
of INACTION!              If customer enquiries via the social
                          media go unanswered, consumers
                          revert to much more expensive
                          channels.
 $20


 $15


 $10


  $5


                                                                           Social
                                                                           Media
               Sources: LG / CLICKFOX, „Social Media: An Emerging Customer Service Channel“
low
                       high




              Dialog
 Telco



 Travel



 Aviation



 Automotive



 High-tech



 Energy



 E-Commerce



 Finance
                                 The gap
                       in customer dialog
Early adopters
sought

                                                                           Output Management

                    Social Media




                                               Technology Life Cycle

Source: Chart adapted from the “Technology Adoption Curve” by Joe M. Bohlen, George M. Beal and Everett M. Rogers
Communication platform                              CRM/ERP system




   Social media                   Social media
                                   Social Media              Social media
       chat                         cockpit
                                        Chat                   analyzer


Instant
messenger

Web page
chat                                                            Search
                               Social profiles
                                                            social networks
facebook           facebook                    Open
                                  Twitter
chat               graph API                 social API
INSEPARABLE …
Manfred Iske
                        Sales Manager

                        Tel:        +49 (0) 721 66 592 - 05
                        Cell:       +49 (0) 174 18 80 - 487
                        Fax:        +49 (0) 721 66 592 - 01
                        Email:      manfred.iske@legodo.com
                        Twitter:    twitter.com/legodo
                        facebook:   facebook.com/legodo
                        Xing:       xing.com/Manfred_Iske
                        Web:        www.legodo.com




Photo credits:
©iStockphoto.com/ThomasVogel | ©iStockphoto.com/prapassong | ©iStockphoto.com/GlobalP | ©iStockphoto.com/YinYang APA/The Times, Tom Reed

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How Output Management is Responding to Social Media

  • 1. How Output Management is Responding to Social Media
  • 2. How do they fit together?
  • 3. Two markets joined like Siamese twins Customer dialog Social Media Output Management Dialog Mass printing (Social) CRM Transpromo Multichannel Print spooler integration Processes Real-time communication Customer dialog Mail merge
  • 4. 9,600,000,000 minutes or 6,666,666 days and nights – the time Germans spent on facebook in May 2011. 22% of the time surfing the Internet was dedicated to social media 24% of all users spent more time on social media networks than emailing 82% of all users feel that written correspondence via conventional or digital media is not adequately personalized
  • 5. “In the future, everyone will be world-famous for 15 minutes,” Andy Warhol, 1986 The consumer is a reporter, blogger, critic, fan, or pop star Brands are in the spotlight Consumers take center stage 1950 1960 1970 1980 1990 2000 2010 ADAPTED FROM WILDFIRE AGENCY
  • 6. PARTNERS TIF GIF JPG PROSPECTIVE BUYERS COMPETITORS COMPANIES Unternehmen AFP CUSTOMERS
  • 7. The COST of INACTION! If customer enquiries via the social media go unanswered, consumers revert to much more expensive channels. $20 $15 $10 $5 Social Media Sources: LG / CLICKFOX, „Social Media: An Emerging Customer Service Channel“
  • 8. low high Dialog Telco Travel Aviation Automotive High-tech Energy E-Commerce Finance The gap in customer dialog
  • 9. Early adopters sought Output Management Social Media Technology Life Cycle Source: Chart adapted from the “Technology Adoption Curve” by Joe M. Bohlen, George M. Beal and Everett M. Rogers
  • 10. Communication platform CRM/ERP system Social media Social media Social Media Social media chat cockpit Chat analyzer Instant messenger Web page chat Search Social profiles social networks facebook facebook Open Twitter chat graph API social API
  • 12. Manfred Iske Sales Manager Tel: +49 (0) 721 66 592 - 05 Cell: +49 (0) 174 18 80 - 487 Fax: +49 (0) 721 66 592 - 01 Email: manfred.iske@legodo.com Twitter: twitter.com/legodo facebook: facebook.com/legodo Xing: xing.com/Manfred_Iske Web: www.legodo.com Photo credits: ©iStockphoto.com/ThomasVogel | ©iStockphoto.com/prapassong | ©iStockphoto.com/GlobalP | ©iStockphoto.com/YinYang APA/The Times, Tom Reed