Xerox promotional communication services 2017
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High level explanation on Xerox' s promotional communication services and how it can be leveraged to tackle Retail and consumer communication challenges.
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Xerox promotional communication services 2017
- 1. Helping Customer Communications Work Better
- 2. Xerox Internal Use Only Evolving trends and customer dynamics 2 February 7, 2017 Source: 1) InfoTrends; 2) Accenture; 3) Monetate; 38% of customers want communications that are more personalized and easier to read(1) 6%of companies have a personalization strategy(3) 34% of customers want to be able to select their communications preferences(1) 65%of customers are frustrated by inconsistent experiences across channels(2)
- 3. Xerox Internal Use Only Evolving trends and customer dynamics 3 February 7, 2017 Source: InfoTrends Micro to Mega: Trends in Business Communications Enterprise Study Research, November 2015 “Enterprises seek partners with broad capabilities in order to enhance the customer experience.” “Digital media spending is outpacing print spend, but both are vital and play distinct roles.”
- 4. Customer expectations, business processes, technology, and the use of data have changed at a radical new pace. As such, strategically managing your communications is fundamental to creating – and maintaining – an excellent customer experience. 4 February 7, 2017
- 5. Multiple Responses Permitted N = 800 Enterprises in Western Europe and North America Source: Customer Engagement Technologies State of the Market Study, InfoTrends 2015 Improving customer experience is a priority. 5 February 7, 2017
- 6. Xerox Internal Use Only Customer experience drives business value. Stock performance of CX Leaders vs. “Laggards” compared to S&P 500 Index Sources: The Customer Experience ROI Study, Watermark Consulting 2015. InfoTrends Annual Customer Engagement Technologies State of the Market 2016 6 CX Leaders Saw a cumulative total return of 35% over the S&P 500 index CX Laggards Those without CX focus fell below the S&P 500 Index by 45% Your Opportunity: Only 28% of enterprises are satisfied with the experiences they deliver to their customers. 35% 45% Six year stock performance: S&P500 Index 72.3% 2007-2014
- 7. 3.0% 4.0% 6.0% 6.0% 6.0% 16.0% 16.0% 22.0% 0% 10% 20% 30% Location-based services Reaching and understanding mobile customers Connected devices Social marketing Video to increase brand engagement Data-driven marketing that focuses on the individual Creating compelling content for digital experiences Optimizing the customer experience Source: Econsultancy / Adobe Quarterly Digital Intelligence Briefing Q1 2016 Enterprises are making customer experience a priority 7
- 8. We believe that relevant and timely customer communication is the key to an effective customer experience. Since the journey is no longer linear, a holistic approach is required across the customer lifecycle. 8 February 7, 2017
- 9. Xerox Internal Use Only f February 7, 2017 We enable relevant communications that support the Customer Experience Lifecycle. 9 Need Receive Use Maintain Recommend MARKET ANDSELL SUPPORT ANDSERVE Select Research Purchase
- 10. 10 February 7, 2017 Customer Lifecycle Onboard Serve GrowAcquire Promotional Communications Business and Transactional CommunicationsCategories The Xerox Communication Services Continuum Communications Advisory ServicesConsulting Helping to transform the way the world communicates and shares content. Document Publishing Services Collateral Management Services Demand Generation Services Transactional Print & Mail Services Inbound and Outbound Digital Services Product Information Management Services Multichannel Communications Services Service Offerings
- 11. We help you effectively deliver content along the customer journey Grow Acquire • Packaging • Shipping • Interview • Social • Promotions • Influencer outreach Serve Advocacy & Retention • Website • Search • Email • Advertising • PR Awareness • Blogs • Reviews • White papers • Curated content • Social • Videos Consideration •POS • Direct Sales • eCommerce • In store Purchase Onboard
- 12. Promotional Communications for Customer Journey Management Grow Acquire Serve Onboard MARKET ANDSELL SUPPORT ANDSERVE Awareness Consideration • Public Relations • Advertising • Email • Search • Website • Blogs • Reviews • Social • Video • POS Purchase Advocacy & Retention • Direct sale • eCommerce • In store • Dealers • Fulfillment • Packaging • Inbox promo • Tips & tricks • Helpdesk • Interviews • Social • Promotions • Influencer outreach
- 13. f It’s not just a service, it’s a complete ecosystem of capabilities designed to deliver Communication Process Management 13 February 7, 2017
- 14. By helping you identify and transform key communication touch points across each customer journey, we can deliver a truly transformative service that will significantly improve business effectiveness, relevance and results. February 7, 201714 Our value proposition:
- 15. Step 2: After consolidation Step 3: Re-engineered for effective messaging Step 1: Document consolidation Step 4: Interactive multi-channel delivery Print or emailed PDFPrint Interactive 1st Generation 2nd Generation Next Generation Creating one clear consistent communication across all channels is critical. 15 February 7, 2017
- 16. Create consistent, customized communications Available to your clients and customers 24/7 Collateral consolidation Collateral customisation Customisation+ personalisation Email+SMS, Microsites, Mobile Touchpoints Efficiency: Availability of print Enablement: Controlled content Engagement: Personalised content Conversation: Multichannel
- 17. Let me show you what executives like yourselves are deciding… February 7, 201717
- 18. Solution End-to-end management of design, content creation, translation, print and digital delivery of glove box content while maintaining needed regulatory compliance. Automotive Results Improved customer experience with relevant content personalize to each VIN number. Enhanced brand differentiation. VIN-driven personalization and multi-channel delivery make standard glove box content accessible and relevant for each new owner. February 7, 201718
- 19. Solution Central managed production centre with automated creation of personalised welcome packs and call centre integration. Statements tailored to relevant investment sectors for each customer. Results Improved customer experience and query resolution. >20% cost savings combined with reduced errors. Insurance With improved design, automation and transactional print capabilities, relevant personalization becomes easier and more effective. February 7, 201719
- 20. Solution Fully automated e-mailroom, processing and cataloguing all inbound correspondence. Xerox enterprise content management service to automate downstream customer communication distribution and processing. “We’ve moved from working on a ‘best endeavours’basis to delivering a market-leading service – and we regularly exceed our own targets.” Dick Parkhouse, Executive Director for Strategy and Change Co-operative Financial Services Results 86% reduction in turnaround time. Operational cost savings through reduction in manual processes. Improved compliance. Financial Services February 7, 201720
- 21. Solution Single supplier for above- and below-the-line campaigns. End-to-end campaign management process; fully managed service with integrated reporting on quality, SLAs and spending. Results Improved brand compliance and business unit satisfaction. Cut costs more than 25% by consolidating the marketing supply chain. Pharmaceuticals Consolidation drives significant marketing supply chain cost savings for a global pharmaceutical company. February 7, 201721
- 22. 50+ Global Brands supported with creative services Brand Deployment Worked on multiple rebrand projects over recent years 25,000 Digital assets managed for clients Integrated Workflow Systems Benchmark technology for end-to-end job management Multi-Channel Delivery Adaptive design for multiple platforms & devices 10,000 Marketing campaigns or projects managed each year 100+ Multi - Languages supported with translation services Global Delivery Network Flexible model of on-site, near-site, offshore 150+ Creative and digital professionals Xerox client experience at a glance February 7, 201722
- 23. Served by on-site Communication Advisors NEW modern self-serve online experience Entry point for services requests Our Client Businesses 23 February 7, 2017 Communication services delivery model Xerox Service Delivery Environment On-site Communication Hubs configured to onsite needs, small to large Shared Communication Hubs strategically located and optimized Production Operations Centers operated by other Xerox Divisions Third Party Suppliers leveraging Xerox Premier Partners and Extended Relationships
- 24. Consulting methodology Phase 1 Structured Questionnaires Workshops 1 to 1 Interviews / Desk Research Review Collaterals Phase 2 Process Maps Technology Use Cases Roles & Responsibilities Phase 3 Solution and Service Options Target Operating Model Analysis & Mapping Executive Information Exchange 1 Discovery 2 Analysis & Mapping 3 Solution Design 4 Change Management 5 Phase 4 Contracting Transition Transform Implement 6 Performance Review & Continuous Improvement 7 Measure Improve
- 25. Xerox Internal Use Only •Current State Business process mapping and interviews •Current State evaluation •Future state solution design •Solution Architecture •Business case development Consulting Services Specialism •ITIL Based delivery framework •ISO27001 •SOX certified •Safe Harbor Certified •PMP certified project managers •Six Sigma Black Belts •Access to 25,000 customized learning resources •Global presence World Class Accreditation •Project management •Change management •Software installation •Software configuration •Software customization •Software integration services •Proof of concept services •Training services Professional Services Depth •12 Global Delivery Call Centers with follow the sun support •180 countries supported •3rd level support provided for 3rd party offerings by partner Support Services -Comprehensive Offer Operational core strengths 25 February 7, 201725 February 7, 2017
- 26. Why Xerox? 26 Our world view: Communications and content are immediate and always on – across both digital and analog. Who we are: Changing the way the world works, communicates and shares content in all its forms. Why we are different: Market-leading innovation to power digital transformation. February 7, 2017
- 27. Xerox Internal Use Only Maximizing the effectiveness of your customer communications is critical to your success. A Communication Assessment is the first step. 27 February 7, 201727 February 7, 2017 “We always want to try and stay ahead of the competition… A lot of our ideas come from brainstorming with Xerox, and saying: can you do this? Can you do that? Miraculously, the Xerox team always seems to deliver.” Joanne Reynolds, Global Marketing Communications Manager, Honeywell ED&S
- 28. © 2016 Xerox Corporation. All rights reserved. Xerox® and Xerox and Design® and are trademarks of Xerox Corporation in the United States and/or other countries. BR19669
- 29. What did your print and mailroom look like 5 years ago? What does it look like now? What will it look like in 5 years? Where are you innovating in this business? Are you keeping up with communication trends? Are your communications consistent and relevant across the customer lifecycle? February 7, 201729 Consider:
- 30. 30 February 7, 2017 Helping to transform the way the world communicates and shares content. The communications gap today Traditional Print and Mail Room Corporate Marketing and/or Agencies Complexity Gap Holistic management of customer communications can be lacking, putting the consistently excellent customer experience you want at risk
- 31. 31 February 7, 2017 Helping to transform the way the world communicates and shares content. Bridging the communications gap with Xerox Traditional Print and Mail Room Corporate Marketing and/or Agencies We can remove the Complexity Gap with Document Publishing Services
- 32. February 7, 201732 Manufacturing Solution Redesigned document suite validated with end-user testing. SME-approved content database and templates reduced development time. Results 30% reduction in page count. Full EU regulatory compliance. Reduced after sales support is driven by easy-to-use product information deployed in multiple languages.
- 33. Solution Redesigned bills to improve customer experience, facilitate marketing and create consistency. Optimized print production with Lean Six Sigma-based plan. Redesigned statements improve customer satisfaction and upsell potential while decreasing billing-related inquiries and frustration. Results 30% decrease in billing inquiries to Customer Care Centre. New cross-selling capabilities with year-over-year savings. Information Technology February 7, 201733
- 34. Xerox Internal Use Only Internal slide on conversation topics Problem •Legacy systems and manual processes impact front and back-office operations Problem •Too many suppliers, too many IT systems. •Different processes and systems in different business units and geographies. •Manual processes Problem / Opportunity •Digital communications present an opportunity to improve customer experience, throughout the customer lifecycle. Implications •Front office – inefficient customer communications •Back office – information and data that supports critical business process is hard to extract, analyze or process it quickly Common business goals •Integrate the output – data – of different systems (rather than the systems themselves) •Seamlessly integrate electronic and hard copy information to automate workflow •Reduce process cycle time and cost of managing documents in the back office. Implications / Current state •Poor and disjointed customer experience, across lifecycle, across channels. •Hard to use data to personalize experience for customers •Too many digital solutions are not scalable across the enterprise. Common business goals •Digital transformation of customer communications – take an ‘outside-in’ approach that improves customer experience across channels and lifecycle. •Deploy analytics to personalize customer experience. •Customer acquisition, retention, upselling etc. Implications •Pushes up costs •Slows down innovation •Hard to manage compliance Common business goals •Standardization and consolidation of suppliers, systems and processes – best one way. •Shared services model February 7, 201734
Editor's Notes
- Note to presenter: There are talk track notes throughout this deck. Please also see the internal slide on conversation topics at the end (slide xx of this version).
- The overall story here is that customers have expectations, and that many businesses are not yet equipped to meet them. Together, these data points identify a gap for what is not working in customer communications. While this data focuses on customers, an obvious correlation can be made for employee communications as well… Sources 1) “The Emergence of Omni-channel Communications” published by InfoTrends, October 2015. 2) http://www.slideshare.net/AccentureInsurance/accenture-globalconsumerpulseresearchstudyinfographic 3) http://www.monetate.com/resources/infographics/#22896-infographics/22810-the-business-case-for-personalization
- Shifts in end-user trends toward increased mobile content consumption – coupled with an increase in our customers’ desire to outsource and save costs – have helped define our strategy. End customers are generally tech-savvy consumers who expect a highly engaging and personalized experience across all channels. Creating relevant content for – and managing distribution across – so many varied touch points throughout a customer’s lifecycle can be complex. The cost and complexity can seem even more daunting when looking at internal communications. Our services foster the high-value experience your recipients want while remaining cost-effective for you.
- Recipients – both external customers and your internal audiences – increasingly expect more relevant, timely information, personalized to them, in the channel of their choice. But many businesses have barriers that stand in the way of providing consistently relevant communications today. These companies are looking for ways to meet communications expectations quickly and cost-effectively so they can stay relevant in the eyes of their customers.
- Large enterprises recognize that improving the customer experience and customer loyalty is critical in the overall landscape of priorities.
- Six year stock performance: S&P500 Index 2007-2014 If you don’t create meaningful customer experience, you risk losing business value.
- Objective: encourage a dialogue with the audience. Ask if your audience have these issues. Large enterprises recognize that improving the customer experience and customer loyalty is critical in the overall landscape of priorities. Select Radio buttons to focus them on their top 5 issues. Source: Econsultancy / Adobe Quarterly Digital Intelligence Briefing Q1 2016
- But the complexities involved in managing content across all the various touch points in your customers’ lifecycles can be daunting, right? Making sure each communication carries a consistent, relevant message – whether it be shared in print, mobile or online – can be challenging enough, but those challenges can multiply when messaging is targeted and personal. As you see here, you’re not alone. Note to presenter: This helps set up the conversation topics on slide 8, especially Customer Experience Lifecycle Integration. Source: “The Quarterly Digital Intelligence Briefing: The CX Challenge” by E-consultancy in conjunction with Adobe. Downloadable here: http://landing.adobe.com/en/na/products/marketing-cloud/231071-econsultancy-digital-intelligence.html
- We work with you to strengthen the thread of communications throughout each of your customers’ journeys. From the first moment of need right through to follow-on purchases, our services have been strategically designed to support the kinds of communications that build and maintain valuable brand loyalty. For example: During the Acquire phase, we can manage the creation and distribution of lead generation campaigns aligned to customer needs, as well as nurture those who respond with relevant, personalized content and offers. Onboarding support can consist of welcome kits and related emails that are deployed once customers purchase, while the Serve phase can involve transactional elements like statements and renewal offers as well as promotional emails and newsletters that deliver content designed to help customers get the most out of their experience with your products and brand. And we can help nurture your organization’s growth with targeted up-sell and cross-sell communications that expand your relationship with each customer in meaningful – and mutually beneficial – ways.
- The customer lifecycle steps we just discussed are supported by two categories of service offerings: Promotional Communications and Business and Transactional Communications. (BUILD) Promotional Communications support the early customer lifecycle stages by helping you manage and produce the materials needed to generate interest and acquire new customers. For example: Document Publishing Services are made up of traditional Xerox document services operations that provide general in-house print capabilities, in or close to your operation. This could include static (non-personalized) jobs such as brochures, fliers, sell sheets, posters, and other similar communications. Often, these services provide the simplest way for us to start a customer engagement and demonstrate value. Collateral Management Services include the design, creation, and fulfillment of print or electronic collateral and non-print items through portal access. Demand Generation Services are for enterprises that sell through agents, retail locations, or franchises. These services provide corporate marketing control of brand-consistent, geographically targeted multi-channel communications, including analytics and reporting support. Once that new customer is yours, Business and Transactional Communications services support the rest of your new customer’s journey with you. From getting them engaged with a new product or service to billing to cross-sell and up-sell opportunities, we can create a consistent thread of communications that enhance customers’ relationships with your brand. Specifically, we can provide: Inbound and Outbound Digital Mail Services, which provide for the preparation, capture, digitization and processing of inbound communications such as digital (electronic) documents and associated meta-data into communication components according to client requirements. Outbound services involve the digital documents and associated meta-data being transformed and distributed through omni-channels such as email, SMS or via notification and retrieval methods such as PURLs. Product Information Management Services, which consist of end-to-end process for creating, translating, and publishing user documentation, service literature, and more. Multichannel Communications Services, which provide personalized, relevant communications across print and digital channels. This is often where we see a valuable intersection of transactional and marketing communication efforts. Transactional Print & Mail Services, which consist of creating, managing, and fulfilling traditional transactional and/or direct mail jobs onsite or offsite. (BUILD) It’s important to note that ours is not a one-size-fits-all approach. Communications Advisory Services are available to customize our approach and implementation based on your unique needs and goals.
- There are 100+ marketing channels Your content is likely to be produced by a disparate set of suppliers To cut through the noise you must target: segment your audiences and fish where the fish are. Dynamic and personalised customer experience is powered by combining logic and creative design. It is automated using your customer data and triggered by events to rapidly deliver relevant, personalised messages. That means effectively managing your customer data through the phases of the customer journey, to keep buyers engaged.
- There are 100+ marketing channels Your content is likely to be produced by a disparate set of suppliers To cut through the noise you must target: segment your audiences and fish where the fish are. Dynamic and personalised customer experience is powered by combining logic and creative design. It is automated using your customer data and triggered by events to rapidly deliver relevant, personalised messages. That means effectively managing your customer data through the phases of the customer journey, to keep buyers engaged.
- By helping you identify and transform key communication touch points across each customer journey, we can deliver a truly transformative service that will significantly improve business effectiveness, relevance and results.
- There are four key steps to achieving communications transformation. First, you need to examine the documents you create today to see where opportunities for consolidation lie. Next, there is an assessment to improve the engineering – layout – of the document in order to incorporate more effective messaging. Finally, facilitating consistent, interactive, multi-channel delivery helps you maximize your customer engagement and create that excellent experience we’re all looking for. While you may talk to other organizations who can help you with Steps 1 and 2 – perhaps even Step 3 – Xerox is unique in supporting our clients with next generation services that go beyond the page to hit the channels your customers are looking for. In fact, our experts can guide you through each step, making the transformation much simpler for your organization.
- Our services support phased implementation of the whole range of collateral and demand generation communications: Customisation and personalisation Email & SMS Microsites Mobile experience All communications are available 24/7, online, localised and on brand to enable your global sales channels.
- Perhaps the most critical question is this one: Is this even the business you want to be in? Let’s talk about what executives like yourself have decided…
- Global Automotive Manufacturer The Challenge Enable digital delivery of glove box content with functions to ensure information is easy to find Reduce cost of printed materials whilst meeting regulatory requirements Provide personalized glove box content based on car specification via VIN Number Standardize the process of creating and translating glove box content, provided through a mix of in-house staff and specialized external vendors Standardize delivery process to customer Provide customer with overall project management as a tier one or global master vendor The Solution Designed a new document suite for digital and printed materials to meet regulatory requirements, for individuals and car hire companies Implemented a cCMS (component content management system) and transformation of the content creation process to increase content re-use and improve collaboration and workflow Provided end-to-end management of design, content creation, translation, print and delivery Developed a mobile app, incorporating image recognition, to facilitate content searches and improve accessibility Put in place order management for dealerships and manufacturing plants The Results Enhanced brand differentiation Content personalized to VIN number Cost optimization through digital delivery Improved customer experience
- European Insurance Company Challenges: Improve efficiency of transactional printing across five sites with multiple workflows and applications. Simplify mailings of statements and policy packs, which required manual selection of up to 20 inserts. Reduce mistakes in mailings. Improve brand image and introduce colour to communications. Automate production to reduce direct and indirect costs. Solution: Central managed production centre printing 84 million pages annually with document integrity control service. Automated creation of personalised welcome packs in imaginative layout and colourful design. Statements tailored to relevant investment sectors for each customer. Integration with call centre, enabling staff to access images of relevant documents. Results: Cost savings of over 20%. Elimination of errors inherent in manual picking system. Improved experience for new customers. Faster customer query resolution through call centre. Capacity to manage increasing volumes.
- Challenges: Manage 10,000 items of correspondence a day (emails, letters, faxes) more effectively. Improve customer service and therefore satisfaction and retention. Become more cost-effective. Support drive to become UK’s most admired financial services business. Develop a partnership that complements the business’s ethical credentials. Solution: Fully automated e-mailroom, processing and cataloguing all inbound insurance and retail banking correspondence. Full Xerox enterprise content management service to automate downstream customer communication distribution and processing. Results: Same-day turnaround of insurance claim settlements compared with seven days under previous system. Operational cost savings through reduction in manual processes, calls to service desk and filing space. Significant reduction in volumes of paper used. Improved regulatory compliance through better protection of customer documents.
- A Global Pharmaceutical Company in the Nordic Region Challenges: Drive down costs in the creation and execution of marketing campaigns to doctors and consumers. Rationalise a fragmented supply chain of 60 marketing suppliers. Improve visibility and control of spending. Outsource non-core activities. Solution: Single supplier for above- and below-the-line campaigns: TV advertising, print advertising, digital and direct marketing. End-to-end campaign management process including creative concept development, copywriting, artwork, video, pre- and post-media, print procurement and fulfilment, brand governance. Fully managed service with integrated reporting on quality, SLAs and spending. Results: Marketing supply chain cut from 60 suppliers down to one. Cost savings of over 25% on marketing campaigns. Better compliance with brand guidelines across campaigns. Improved business unit satisfaction with innovation and adoption of new technologies, for example 3D animations and displays.
- So let’s now take a look at our new services delivery model. If we start from the left hand side of this diagram, you will our client businesses. Each client is supported by on-site Communication Advisors, as well as by a new online self-serve experience that connects them to our Service Delivery Environment. This environment supports two different models: on-site and off-site. On-Site Communication Hubs support a wide range of print and digital needs. Our Production Operation Centers will supply a number of the needed services – especially those that are print-related – augmented by Third Party Suppliers as needed. Shared Communication Hubs support clients who either don’t have an on-site facility, or who require a solution above and beyond what can be provided by their on-site facility. These are likely to be job requests being managed by an advisor or account manager on-site, who has taken a brief for a new or amended job, who then submits a job a request. The decision will be made in the delivery centre to either produce internally (eg creative work, translation) or source externally (eg print procurement).
- Lots of providers can implement sophisticated customer communications management software. We can do this, *and* help you with the data and document processes that will support that software. If you’re looking for a partner who can help you transform, you will want somebody who: Has a breadth of capabilities Is present where you are (geographic coverage) Has experience of helping large organizations transform. We do primary research into customer communications technologies, including business process automation, analytics, user-centric technologies and insights. See more detail innovation notes below (from the Engineering a Future that Works Xerox Overview deck) Innovation notes Xerox is uniquely positioned to make work actually work better. Why? Because… We sit at the intersection of tools, talent and information… essentially controlling the workflow that leads to the outcome. Improving the flow of work is at our core and is part of our heritage, and… We look at the whole system – processes, people and technology – and our expertise provides a vantage point for determining how to make it all work better. This slide highlights capabilities, or expertise, that are at the core to what we do. In our technology products and in our services offerings, our world renowned imaging expertise – from black and white to advanced color science expertise, from analog to digital and now video imaging – provides high-quality, consistent output enabling greater productivity and is the basis for next generation solutions and services. We apply our innovation and experience in analytics expertise and insights that come from processing massive volumes of data… to enable proactive decision making and action. We take full advantage of the scale of our operations and our business process knowledge to apply technology, automation and improvement methodologies to improve workflows and deliver tangible benefits – including higher quality and lower cost. And, we extend our user-centric insights, natural language technology and social analytics to create personalized interactions with customers, citizens and patients, across a variety of services – increasing their preference and loyalty. In summary, we apply our experience in imaging, business process, analytics, automation and user-centric design to make work work better for the clients and the industries we serve.
- As you’ve seen today, there are a number of ways in which we can improve customer experience across the marketing supply chain. We can make it easier and more efficient for you to reach prospects, customers and other key audiences with targeted, timely communications. By managing any, or all, of your communication and marketing processes we can help uncover savings, increase effectiveness and improve your return on marketing investment. It all starts with a Communication Assessment. We’ll work with you to identify your challenges and where we can help you the most. Can we set up a time for your assessment before we wrap up today?
- There are some key questions to consider as you move forward to determine if the time is right for you to outsource services.
- I just mentioned that Document Publishing Services can be an easy way to start with our Communication Services. Let’s take a deeper look at why that is… Traditional print and mail rooms typically have dedicated employees, including dedicated graphic designers. These people tend to be focused on day-to-day document reproduction and mailing tasks that are separated from the work done by your corporate marketing and/or agency partners – which is where data-driven promotional campaign content is usually generated. However, the documents that the print and mailroom handle play a critical role in the overall customer experience! The gap between these two groups and functions provides a big hurdle when it comes to consistently engaging your customers in the ways they expect today, including: consistency across touch points personalized, relevant, effective content channels that the customer wants translations
- Xerox can take over your traditional print and mail room functions with our Document Publishing Services, optimizing that service to be onsite, offsite, or hybrid based on your needs. Our expertise in communications re-engineering, translation, multi-channel delivery, transactional processing, and inbound/outbound mail services will add immediate value to the documents handled by this department, leveraging content and inputs from corporate marketing and agency partners.
- Global White Good Manufacturer The Challenge Reduce after sales’ support through design and creation of easy to use product information Improve consistency of content in source & translated documents Reduce volume of printed material to impact BoM & distribution cost Reduce time spent in review of new/updated documents Conform to EU regulations The Solution Designed a new document suite with clear, concise content validated through usability tests Maximized re-use through a content strategy developed by Information Architects, combined with deployment of a cCMS (component content management system) Implemented terminology management for improved reader understanding and higher re-use in translation Rationalized language clusters to align with marketing plan by region Developed a simple template for product SMEs to select options & features for new products, to reduce review cycles The Results Terminology database created for all languages and approved by in-country SMEs All documents standardized to a single page size, reducing print costs 30% reduction in page count 15% reduction in word count Full compliance to EU regulations
- Challenges: One of North America’s leading regional providers of information and communications technology, sends monthly bills to hundreds of thousands of customers in the four maritime provinces of Atlantic Canada. Their bills were causing problems that hurt customer experience, cash flow, operational costs and their brand. Customers were confused by the complexity of the billing information. As a result, costly calls to the Customer Care Center spiked after the bills went out in the mail. In addition, the company did not have the ability to include targeted marketing messages in their bills. And they wanted to cut the cost of print production. Solution: Initially Xerox right-sized & optimized Aliant’s office environment A team from Aliant worked closely with us to improve their customer bill and re-engineer their company’s approach to print production. Optimized print production through outsourcing We also worked with leading partners to engineer a sophisticated, cost-effective approach to document automation and production with Exstream and iGen3’s. The transition involved a massive relocation of technology, staff and sensitive customer data to facilities we managed. Results: As soon as the new bills hit the mail stream, the customer feedback was overwhelmingly positive. Customers even liked the new marketing content, which helped them learn about new services. Calls to Call Center reduced due to less confusion on bills & statements. Outsourcing contract guaranteed year-over-year savings. Cash flow improved, thanks to a reduction in late payments. Seamless transition to new production facility maintained print production (and cash flow). Client even discovered an unexpected benefit: their employees took great pride in the new bill.