Will The Document Survive?

Transcription

1 Will The Document Survive? TODAY S TOPIC AND SPEAKER. You need to streamline your communica6ons, integrate your databases, share informa6on and save money. Novitex Senior Postal Solu6ons Architect, Chris6ne J. Erna, will discuss why and, more importantly, how. You will walk away with ac6onable tac6cs that will enable you to maximize what s in your envelope and thus your communica6ons. Senior Postal SoluAons Architect Chris6ne J. Erna has more than 20 years of experience in postal regula6ons, opera6ons, direct mail marke6ng, design, analysis, and training, including 18 years with the United States Postal Service. Thought Leadership, a sought- aqer postal requirement consultant and respected industry speaker, Erna presents educa6onal seminars to clients, prospects and partners on a wide range of topics ranging from address quality, postal op6miza6on, to mul6- channel marke6ng and how to leverage variable/personalized data within mailpiece design. She has spoken at various events in the Direct Marke6ng industry 2 1

2 AGENDA. 1. Trends: The Growing Need to Leverage Integrated Communica6ons. 2. Challenges: What s Impac6ng Efficient and Effec6ve Documents In Your Envelope. 3. SoluAons: How to Get the Most from What s in Your Envelope. 4. What You Gain: Maximizing What s In Your Envelope. 3 TRENDS: THE GROWING NEED TO LEVERAGE INTEGRATED COMMUNICATIONS. 4 2

3 WILL DIGITAL OUTPACE PHYSICAL IN OUR NEAR FUTURE? 45% 53% These predicaons most likely will not come to fruiaon in this Ameframe... 22% 23% And here s why. Source: InfoTrends 5 WHAT THE PAST REVEALS ABOUT THE FUTURE. 19% 82% 22% 78% 24% 76% 27% 73% 31% 69% 35% 65% Physical communicaaon is sall here, but integraang your communicaaons is becoming increasingly criacal. Source: InfoTrends Digital: Expected growth, : 46% Physical: Expected growth, : (14%) 6 3

4 FROM A BUSINESS PERSPECTIVE. COSTS Direct mail costs about 100X more than communica6ons. SALES But direct mail s6ll leads to a slightly greater average order value. BENEFITS Both have benefits. allows for instant and frequent contact, while direct mail is tangible and has a long shelf life. Source: Harvard Business Review 7 PREPARING FOR TODAY AND THE NEAR FUTURE. Physical. + Digital. = OpAmizaAon Customer Preference & DATA is cri6cal in revealing how your customers want to engage with you. In order to create a two- way dialogue, it s more important than ever to understand their preferences. It also is cri6cal to understand how they engage with each communica6on type. Capture and understand customers channel preferences and the possibiliaes associated with each instance. Sources: Epsilon; Silverpop 8 4

5 CHALLENGES: WHAT S IMPACTING EFFICIENT AND EFFECTIVE DOCUMENTS IN YOUR ENVELOPE. 9 HIDDEN CHALLENGES CAUSED BY DISPARATE WORKFLOWS. Results in Lost Opportunity: No capture or sharing of customer preferences Inefficient workflows Increased costs Greater risk 10 5

6 AN ADDITIONAL CHALLENGE FROM UNLINKED WORKFLOWS SaAsfacAon UNCLEAN UNCONNECTED DATA Lost Revenue Sources: U.S. Census Bureau; Na6onal Postal Forum; Silverpop 11 A REAL EXAMPLE OF LOST OPPORTUNITY. 70% of statements are mailed. But 80% of those same customers pay online. This reveals a disconnect and an opportunity to opamize. UNCONNECTED DATA 12 6

7 SOLUTIONS: HOW TO GET THE MOST FROM THE DOCUMENT IN YOUR ENVELOPE. 13 QUESTIONS TO ASK REGARDING YOUR WORKFLOWS. HOW DO YOU MANAGE YOUR MAIL? It s your lifeblood. IS IT JUST MAIL TO YOU? HOW DO YOU MAKE SENSE OF IT ALL? 50% producavity Ame spent looking for records ROUTE IT IN DIGITAL WORKFLOWS? STORE IT IN PHYSICAL FILES? 14 7

8 THE ANSWER TO OVERCOMING YOUR CHALLENGES. CONNECT YOUR FIRST MILE AND LAST MILE BY LINKING YOUR COMMUNICATIONS, EMPOWERING YOU TO LEVERAGE DATA. 15 HOW TO LINK YOUR COMMUNICATIONS. FacilitaAng - Integrated Documents makes your communicaaons print, digital or a combinaaon of the two bejer. Produc6on Output Mul6- Channel Receipt Capture by Digi6zing How? It links your first mile to your last mile of communicaaons. Intelligent Data Data Extrac6on 16 8

9 WHAT TO LOOK FOR IN AN END- TO- END APPROACH. INNOVATION THROUGH TECHNOLOGY: Private, secure cloud- enabled framework Best of breed technology Digital transforma6on Real- 6me informa6on Driven by automa6on INTEGRATION THROUGH PROCESS: Integra6ng based on your needs Single source provider Six Sigma methodology Best- in- class performance Flexible Lower labor costs Customized solu6ons Predic6ve analy6cs AND WHAT YOU SHOULD BE THINKING OF. EXPERIENCE THROUGH PEOPLE: Industry- specific exper6se Industry- specific training Con6nuous development 17 Which Statement do you Prefer? All Consumers TradiAonal Statement 36.9% 36.9% 63.1% Tradi6onal statement that would arrive with adver6sing inserts, or, personalized document with graphics that contains relevant offers in the same document. Which do you prefer? Personalized Statement 63.1% Source: InfoTrends. 9

10 Traditional vs. Transpromo TradiAonal Statement TransPromo Document 19 INNOVATION THROUGH TECHNOLOGY. Did you know? According to Gartner, a lack of digital business competence will cause 25% of businesses to lose compeaave ranking by DATA is the key element to enabled framework to turn your unstructured data into a strategic asset

11 Data ties all the elements to strategic Channels to ensure your document is an Essential Part of Communication Strategies Managing Customer Communication Mix SMS Print Call Center Face-to-face Internet Broadcast Statements * Direct mail * Brochures * Newsletters * Advertisements.. INTEGRATION THROUGH PROCESS. Why Process and Six Sigma are CriAcal: Regardless of industry, it ensures accuracy and drives consistency. Pair industry- specific best pracaces with Six Sigma to successfully integrate processes

12 EXPERIENCE THROUGH PEOPLE. The pace of change in today s market is exceeding the collecave pace of learning. As a result, many workforces are inadequately trained. OrganizaAons need to explore and invest in the disciplines that can drive business forward in a digital/physical world. Staying smart in today s ever- changing market requires access to human capital. 23 WHAT YOU GAIN: MAXIMIZING THE DOCUMENT IN YOUR ENVELOPE

13 5/8/15 BEFORE HOW THIS APPROACH MAXIMIZES WHAT S IN YOUR DOCUMENT. AFTER Holis6c Centralized Holis6c 25 BENEFITS FROM LINKING YOUR COMMUNICATIONS. REDUCED COSTS + IMPROVED SERVICE + STREAMLINED WORKFLOWS = 26 13

14 Q&A Chris&ne J. Erna, Six Sigma Greenbelt Senior Postal Solu&ons Architect Novitex Enterprise Solu&ons