ECOM EDELIVER An effective push solution for transactional communications
THE IMPORTANCE OF MULTICHANNEL Rising postal costs and changes in customer demands are encouraging organisations to implement a multichannel approach to transactional communications. While print and mail remains an important channel, there is a growing realisation that edelivery provides a number of benefits in terms of cost reduction and customer satisfaction. Customer preference Customers have a range of preferences depending on demographics, technical awareness and security perceptions. Some customers will always demand paper documents, some will settle for being able to view their documents online, while others will insist on the convenience of being sent their documents by email. What is certain is that a growing number of customers wish to turn off paper and receive their documents electronically. The challenge is to offer your customers a range of channels, while still delivering cost savings for your business. Return on investment Multichannel solutions should deliver cost savings over print and mail, however expected savings aren t always realised, particularly with expensive web portals that require a complex infrastructure. Consideration should be given to implementation and operational costs and, more importantly, the resulting adoption rates that will ensure actual savings are realised. Finding the right edelivery model is key to driving maximum savings through customer acceptance and paper turn off. Ensuring your customers get the message While an innovative edelivery strategy will deliver significant savings it is important to offer customers a choice. The ideal solution combines paper, the online portal as well as email delivery, including across mobile applications. This multichannel approach ensures that your message reaches your customers according to their preferred choice of channel. Driving customers to adopt your edelivery solution is key to its success. In order to gain widespread customer acceptance, the process of converting from paper to electronic needs to be as simple and convenient as possible. It is no longer necessary to ask customers to register and login in to retrieve a document - email is the most acceptable channel and eliminates these barriers. 2 RRDONNELLEY.COM/GDS ECOM EDELIVER 3
HOW WE CAN HELP RR Donnelley s ECoM edeliver service integrates seamlessly with our document composition tools to combine secure transactional documents with secure document delivery via email. THE ADVANTAGES OF THE ECOM EDELIVER PUSH SOLUTION ECoM edeliver uses email to send various document types including bills, invoices, statements, contract notes, payslips and insurance documents quickly and easily via email as an encrypted attachment. Speed of payments edelivery also speeds up the time taken for customers to receive bills and statements, and the ability to pay directly from the bill can significantly reduce day s sales outstanding. Cost savings The removal of postage charges delivers significant savings at a time when costs continue to increase. Operational savings such as paper, production and distribution costs also present opportunities. Transpromo Highly personalised and targeted marketing messages and rich media promotions can be included in every email. These can be tracked to monitor customer behaviour and preferences, generating powerful business intelligence for future campaigns. Convenience Delivered directly to the email inbox presents your customers with a significantly enhanced customer experience. Customers can view, pay, track, download and save the document all with the click of a button. A push solution presents customers with the most convenient electronic document delivery. In today s mobile world with a growing amount of emails being read on a mobile, this is an increasingly important customer communication channel. Secure Sensitive information is delivered to the customer as a secure email attachment. The attachment is encrypted and the email itself has authentication applied, making it far more secure than its paper counterpart. No more passwords Using a combination of personal data, known by both the recipient and the sender (a shared secret ) to open the encrypted document, eliminates the need for customers to memorise usernames or passwords. Cheaper and easier to implement A push solution does not require the implementation of costly infrastructure the RR Donnelley solution is pay as you go. Complementary to other channels Push solutions complement a client s billing portal and will increase paperless adoption rates. Additional traffic to the client portal can be generated from secure links within the email as well as through relevant and targeted marketing messages. The multichannel approach also helps to improve customer satisfaction by delivering customers bills via their preferred channel. Environmental benefits Meet the demand to go green as the shift from hardcopy statements reduces paper consumption, transportation costs, energy consumption and carbon emissions. Total customer communication Our edeliver solution can be used to send a variety of document types including bills, invoices, statements, contract notes, payslips and insurance documents quickly and easily via email. DRIVING CUSTOMER ADOPTION For the best paperless adoption rates a strategy is required to encourage customers to adopt edelivery channels, turn off paper, and ultimately get a rapid return on investment. There are a number of approaches to eadoption that can be used and RR Donnelley can help you tailor exactly the right strategy to meet your goals and your customers needs. Sending out an invitation to go paperless with the click of a button has proven to be the most successful means of improving adoption rates. The powerful econsent feature completely eliminates the registration process and can be extended to include an autoregistration onto your portal. WHAT MAKES A MULTICHANNEL DELIVERY STRATEGY? Paper It s important to recognise that potentially 25% of your customer base will never move away from paper. The advantage of paper for customers is that it requires little effort the paper envelope simply arrives by post. Portals (or Pull ) Global averages show that 17% of your customers will find this model a suitable replacement for paper*. Resistance to this model is primarily attributed to the requirement for online registration and the ongoing need for customers to remember a user ID and password to enable them to login and retrieve their documents. This requires an ongoing proactive effort by your customers. Email (or Push ) Research shows that customers prefer documents to be delivered securely to their email inbox. The advantage for customers is that it requires no effort as registration is eliminated and delivery to the inbox happens without the customer having to do anything. This is why 46% of customers prefer email over any other electronic delivery model**. * Source: Nacha, the electronic payments association ** Source: The future of electronic bill presentment and payment in North America, InfoTrends 2010. 4 RRDONNELLEY.COM/GDS ECOM EDELIVER 5
Reasons to choose RR Donnelley WHY CHOOSE RR DONNELLEY As a leading provider of transactional communications we create new possibilities by helping clients to move beyond traditional print and mail to a multichannel approach to customer engagement. RR Donnelley provides outsourced communication and business services to organisations globally. We are a leading provider of transactional communications services managing over 10 million communications per week on behalf of our clients. Leading brands rely on us to manage their transactional communications and drive continuous improvement. Uniquely, the scope and scale of our expertise, industryleading technology and proven processes mean we re ideally placed to drive transformation in the way you create, manage and leverage your transactional communications. We recognise that delivering this transformation is a journey it s about knowing how to create your desired operating model and, importantly, maximising the value delivered to your business at each stage. Throughout, our aim is to enrich your relationship with customers, while reducing the operational risks and costs exceeding your expectations and creating new possibilities. Document handling RR Donnelley s document composition, data transformation and document design expertise gives you assurance that your transactional communications will be professionally produced and distributed to your customers securely and reliably. Cost reduction ECoM edeliver eliminates postal costs for every document that is delivered to your customers electronically resulting in significant savings. eadoption support Getting customers to opt-in to paperless delivery requires a carefully constructed programme of communications. RR Donnelley can offer eadoption support to help you achieve your cost reduction aims. PAY as you go service The ECoM edeliver entry level offering is a pay as you go service which does not require the purchase and implementation of expensive infrastructure and storage. There are setup costs to create templates and processes, but when the project is delivered, ongoing costs are based on volume plus a monthly service and support charge. 6 RRDONNELLEY.COM/GDS ECOM EDELIVER 7
RR Donnelley is a leading provider of outsourced communication and business services. We work with many of the world s leading organisations to help transform the way they engage and interact with their customers. We are uniquely able to connect and manage complex communication processes for greater efficiency and impact. For our clients, this means they can reduce costs, improve efficiencies and achieve new levels of flexibility all achieved as a result of our experience, scale and insights gained from our work across the globe. Founded more than 148 years ago, RR Donnelley is a Fortune 250 company that employs over 55,000 people across over 500 locations. For further information on our edeliver service please contact: Call: +44 (0)20 3047 4444 Email: marketinguk@rrd.com Visit: rrdonnelley.com/gds Copyright (C) 2013 R.R. Donnelley & Sons Company. All rights reserved. Ref: RRD/CB/EDE/02/0313