2. Wolters Kluwer
Our Purpose
Wolters Kluwer enables legal, tax, finance, and healthcare professionals to be more
effective and efficient
Employees
19,000 Employees with operations in over 35 countries
Revenues
Total Revenues in 2011: €3,354 million
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3. What We Do
We provide information, software, and services that deliver vital
insights, intelligent tools, and the guidance of subject-matter experts.
We create value by combining information, deep expertise, and technology to
provide customers with solutions that improve their quality and effectiveness.
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4. Portfolio Transformation Continues
Digital migration creates opportunity Data Analytics
High disruptive
potential
Internal & external
Online, Software value
& Services
Wolters Kluwer
Customer workflow Info Assets
Value to Customers
Tremendous upside
potential
Print Publishing
Legacy business Transaction /
Transitioning to usage data
online
Expert content
Time
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5. Game-Changing Trends for Our Customers Driving
Our Innovation
Mobility – accelerating adoption of
mobile devices in daily work life Cloud Computing – increase in adoption of
cloud computing services as an alternative
to traditional, on-premise solutions
Trends –
Innovation -
Growth
Data Analytics – harnessing the power of vast
amounts of data to provide valuable insights
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6. Wolters Kluwer in China
•Strong Partnerships
Legal &
Regulatory •Leveraging Experience & Resources
•Support increasing Chinese
professionals needs
•Promoting high quality Chinese
content abroad
Health Financial &
Compliance
Services
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7. The World of Our Customers
• Innovation delivering solutions to pain points of our customers
• „Voice of the Customer‟ initiatives
• Measuring Success through Net Promoter Scores
Financial &
Compliance
Services
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9. Scaling investments: separation of product and
platform development
TheGlobal Platform
Organization is Wolters
Kluwer’s centralized
technology group
WoltersKluwer Business
Units use these
platforms and tools for
products
GPO assets used
worldwide in 16
countries and 3
continents
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10. Customer Insight
Obtaining and maintaining
detailed knowledge of
customer workflow and
activities
Both Platform and Product
teams are involved
Standard methods deployed
across Wolters Kluwer
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11. “Voice of Customer” Drives Product & Platform Development
Business Unit
Voice of PRODUCTS
Customer
Technology
Organization
ARCHITECTURE
PLATFORMS
TOOLS
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12. Targeted Innovation: The Context of Customers‟ Workflows
Customer Workflows
I
n
t
e
l
l
i
C
o
n
n
e
c
Hybrid Content-
t
eBooks & eJournals Research Products
Software Tools
Laws and Practice Books
Training News Drafting Tools
Regulations Manuals
Cases and Interactive Knowledge
Forms Decision tree
Rulings Examples Management
Questions & Commentaries Model Calculation
Checklists
Answers & Explanations Documents Tools
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Nine years ago we were 70% print and 30% electronic and other. Today 75% of our revenues come from online, software and services, which continue to provide us with good growth opportunities across all of our divisions. Organic investment in innovation is at the heart of our strategy and we continue to invest between 8-10% to drive new and enhanced products across the portfolio. Our products are essential tools that professionals use in their daily work and add tremendous value by helping our customers make better decisions and be more productive.
We continue to focus on expanding into new areas of our customers workflow. New ways of using information are driving demand for innovative solutions and productivity tools for our customers Our products anticipate these changes and meet customer needsMajor trends in the publishing industry – these are a main focus for Wolters KluwerMobility – In the next few years, mobile devices will overtake PCs as the most common Web access device - and mobile device adoption by professionals for use in daily work life is accelerating We are developing products that are tailored to the mobile device user experience - smaller screen formats, fewer clicks to get answers, and mobile apps (we have launched close to 200 apps) that are adapted to new devices such as Apple’s iPad, in addition to ebooks.Cloud computing – there is an increase in adoption of cloud computing services driven by: Innovations in virtualization, distributed computing across the globe, increasing speed of data transfer over the Internet The professionals we serve live and work in a distributed environment – they are active in multiple locations and are no longer device and location dependent Our job is to design solutions that are tailored to the way professionals are doing their work in this distributed environment We’ve extended cloud computing services in a number of products across many of our divisions - Globally across our 4 divisions, our Private Cloud consists of over 70 Data Centers - Here in Europe, our storage size is doubling every 16 months -That trend is expected to continue Data analytics - professionals in many industries, driven by cost pressures and the need for greater transparency, prioritize value-for-price in decision making. Opportunities to extract value from the massive amounts of data generated as a by-product of providing professional services We provide valuable analytics and insights to help professionals make the right decisions and stay competitive. We are developing products which leverage the data collected within our software and services.
The growth and progress of the Chinese Publishing Industry is significant and something to be proud of. We are very pleased with our strong relationships that we have built with you and your colleagues over the past few years. I am very honored to bea member of the Foreign Consultant Committee of Chinese State Council Information Office.We have a close cooperation with China Publishing Group Corporate (CPGC) and China National Publications Import & Export Corporate (CNPIEC). We are a key customer of CNPIEC They are an important partner in importing and selling Wolters Kluwer’s English language titles in China’s academic marketWe sell original titles in China through them, accounting for over $1 million (USD) LWW medical text books, print and online journals; Aspen & KLI titlesWe also have strong partnerships with Chinese organizations to leverage the experiences and resources we both have in order to expand new business initiatives to support increasing Chinese customer demands and needs - in the Health, Legal, & Financial sectors.For example, in the Legal & Financial sectors, we work with the China Financial & Economic Publishing House, andKluwer Law International formed a partnership with Commercial Press. With this partnership we are helping professionals in China by offering information about the labor laws of foreign countries, and also making Chinese legal information available outside of China.Joanne Nagano, Managing Director for Wolters Kluwer Law & Business, KLI will speak a little about the progress of our partnership.<HAND OVER TO JOANNE - SHE WILL SPEAK FOR 1 MIN>
Customers are at the center of everything we do. The world of our professional customers keeps changing at an ever-increasing pace.Across the organization, there are many ‘voice-of-the-customer’ initiatives that help to deliver leading-edge solutions that address the pain points of our customers For example, the iLab:within our Clinical Solutions unit this provides a structure and program for engaging customers in the development and testing of new and creative solutions with a rapid cycle feedback loop Another example is from Wolters Kluwer Germany, where senior executives have conducted more than 900 customer interviewsWe continuously focus on enhancing the value we provide to customers relative to other products in the market. Guy van Peel who is a Director from our technology development group, the Global Platform Organization will share some more details about this.
Wolters Kluwer succesfully scales investments in digital publishing through the separation of product and platform developmentThe Global Platform Organization is Wolters Kluwer’s centralized technology group that develops platforms and software tools for digital publishingWolters Kluwer Business Units across the globe create and deploy innovative products using these platforms and toolsGPO assets (platform and tools) are now used in 37 solutions world wide in 16 countries and 3 continents
“Voice of Customer” drives product and platform development towards continuous innovation and improvement of the user experience
Innovation is targeted at delivering specific and relevant answers in the context of customers’ workflows via preferred channels
