INBOUND COMMUNICATIONS DRIVING BACK-OFFICE EFFICIENCY FOR A BETTER CUSTOMER EXPERIENCE
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KEEPING PACE WITH YOUR CUSTOMER DEMANDS The window of opportunity opens and closes more quickly than ever in today s business environment. Customers are increasingly demanding expecting the organisations that serve them to be highly responsive to their needs. Whether they re opening a new account with your business, making a payment for a product or service, contacting you with an enquiry, complaint or simply a change of address, how effectively you manage and process their requests matters more than ever. The fact is poor quality customer engagement leads to customer dissatisfaction and, worse still, may mean they choose to go elsewhere. This will ultimately impact your bottom line. How effectively can you keep pace with the needs of your customers? 3
At RR Donnelley, we take responsibility for managing inbound communications and business processes on behalf of our clients. We drive transformation and re-engineer processes in their back office to help them respond more efficiently and effectively, whatever the demands: RESPONSIVE Managing and processing correspondence, applications and enquiries received from customers via multiple channels to improve their agility and responsiveness. PRECISE Capturing meaningful information from all inbound communications using advanced recognition techniques and judgement-based services to ensure faster processing for competitive advantage. STREAMLINED Scanning and indexing huge volumes of paper-based documents to allow the automation and streamlining of key business processes using advanced workflow and technology. TIMELY Offering a full payment and remittance processing service enabling multiple types of payment to be processed rapidly, securely and at low cost to the benefit of our clients bottom line. COMPLIANT Providing a fully managed archiving and retrieval service that allows quick and easy access to any document eliminating the cost of paper storage, supporting compliance and enhancing processes. We also support compliance across all of our processing activity from data protection and PCI compliance to FSA regulations. INNOVATIVE Working with clients to re-engineer their back office processes driving continuous improvement and innovation to meet changing business demands and improving the customer experience. 4 INBOUND COMMUNICATIONS
RR DONNELLEY A LEADER IN BACK OFFICE PROCESSING RR Donnelley is one of Europe s largest providers of outsourced communications and business services within the UK alone we scan, data capture, process and archive over 40 million items of documentation per year, with the capacity to process 1 million documents each day. Leading organisations including Barclays, Prudential, Experian and Anglian Water outsource to RR Donnelley to manage their inbound communications. The scope and scale of our operations means we re able to deliver a fully fit for purpose solution, supporting their business with a global delivery platform that offers them the best blend of onshore, nearshore and offshore resources to meet their needs. It means they can focus on doing what they do best, with the peace of mind they re achieving the levels of back office efficiency and responsiveness demanded by their business and its customers. Importantly, by choosing RR Donnelley, they re working with a partner that s committed to delivering continuous improvement across their operations, whilst benefiting from a seamless service that s invisible to their customers. We help re-engineer their processes to optimise their efficiency speeding up turnaround times, reducing cost and delivering the best customer experience. 5
THE CHALLENGES Ensuring your business processes work like clockwork. Responding rapidly and effectively to the needs of your customers. Driving out costs. How can your business rise to the challenge? 6 INBOUND COMMUNICATIONS
RISING TO THE BUSINESS DEMANDS, NOW AND IN THE FUTURE Achieving operational efficiency Maximising operational efficiency has become a strategic imperative for all organisations. It s leading many companies to reassess how they run key back office functions. Value-based outsourcing is providing a compelling way to cut costs, whilst driving transformation and improvement in the way specific business capabilities are delivered. Delivering cost savings Managing and processing everincreasing volumes of inbound communications can prove costly and complex, especially as many companies now need to support both traditional and new channels of engagement. By outsourcing to RR Donnelley, organisations can leverage our economies of scale to reap up to 40% cost savings and avoid the capital expenditure required to keep their own systems up-to-date. Improving customer responsiveness The speedy processing of inbound communications is critical to delivering a responsive, high quality service to customers at the lowest cost. At an operational level, it requires companies to rapidly turn large volumes of paper-based documents into meaningful data that can be digitally distributed and processed. Optimising business performance As companies increasingly need to operate in real-time, seamless access to the right information at the right time is crucial. Efficient and effective digital storage and retrieval strategies are required to provide the data and insight when it s needed most and to support disaster recovery should the worst happen. 7
DELIVERING BUSINESS VALUE RR Donnelley s services help companies rise to their challenges in a number of ways. Strategic focus: freeing their operations to concentrate resources and efforts on core business activities where they can deliver the most strategic value. Business agility: enabling them to respond far more rapidly to changing business requirements and cope with peaks and troughs in demand without needing to increase their own headcount or physical footprint. Reducing cost: adding immediate value to the business using economies of scale and our global onshore, nearshore and offshore platform to drive out costs and reduce the capital expenditure burden. Reducing processing times: using advanced workflow and technology to streamline processes and meet compliance demands. In addition, using our offshore platform to leverage resources in other time-zones to provide follow-the-sun processing. Maximising revenues: ensuring rapid and secure processing of cheque, credit card and debit card payments at low cost to the business. Improving customer experience: increasing the speed and accuracy of processes to deliver a compelling customer experience and reinforce our clients commitment to their customers. Driving innovation: continuously improving the services we provide to deliver new value, leveraging the latest industry developments and analysing trends in the communications we re receiving to help clients better engage with their customers moving forward. 8 INBOUND COMMUNICATIONS
THE ENTERPRISE COMMUNICATIONS MANAGEMENT MODEL (ECoM ) BUSINESS PROCESSES RESEARCH AND ANALYTICS LEGAL SUPPORT SERVICES OFFICE COMMUNICATIONS YOUR ORGANISATION CREATIVE SERVICES MARKETING COMMUNICATIONS OUTBOUND INFORMATION MANAGEMENT AND ANALYTICS INBOUND TRANSACTIONAL COMMUNICATIONS YOUR CUSTOMERS PAYMENT PROCESSING CORRESPONDENCE PROCESSING APPLICATIONS PROCESSING ECoM DELIVERING A CLOSED-LOOP APPROACH With organisations trying to optimise their operations, a key task is to achieve integration across previously standalone communication and business processes. This is essential to discover the true cost of an organisation s processes, and then to identify the key changes required to deliver significant cost reduction and performance improvement. RR Donnelley s Enterprise Communications Management (ECoM) model helps organisations integrate the way they manage many disparate processes, connecting these operations to create more coherence and efficiency. By closing the communications loop, organisations can maximise the value of outbound, inbound and back office services, turning costly processes into business assets. 9
HOW WE CAN HELP From correspondence, payment and applications processing to the scanning, archiving and retrieval of documents and mailroom services, RR Donnelley can help you manage and enhance your back office processes. We maximise operational efficiency and provide a more responsive and rewarding experience to your customers, whatever channel they choose to engage you. 10 INBOUND COMMUNICATIONS
INTELLIGENT BUSINESS PROCESS OUTSOURCING At RR Donnelley, we re entrusted by leading organisations to manage the business processes that are a critical link in their relationship with customers. In particular, our inbound communications services provide them with the people, processes and technology to optimise their operational efficiency and effectiveness. Our focus throughout is on reducing processing time and cost, whilst enhancing the quality of the service they can provide to their customers. We never lose sight of the key part we play in their value chain. For example, we recognise that the processing of an application is the first stage in starting to see revenue from a new customer the quicker the application is processed, the quicker revenue begins to be realised from that customer. Similarly, the speed and effectiveness with which we handle and process a customer complaint on behalf of our clients is the difference between a disgruntled customer and a potential advocate. What s more, we know that how quickly we can process the customer payments they receive, directly impacts their bottom line. When their revenues and reputation are at stake, our clients can rely on RR Donnelley to deliver again and again. DELIVERING A RANGE OF MANAGED SERVICES TO MEET YOUR GOALS, WHATEVER THE COMPLEXITY Correspondence and application processing without delay Significantly reducing the turnaround time involved in processing correspondence and applications by leveraging our industry leading processing centres, on client sites and in shared service centres in the UK, in mainland Europe and offshore in Asia. Supporting a true multi-channel approach, enabling customers to engage with organisations using their preferred channels whether paper-based, voice, email or online. Enabling organisations to scale operations up and down in line with changing demands to costeffectively manage peaks and troughs in their business. Providing value-added services that allow the faster and more effective location of gone-away customers ensuring quicker resolution to get bills paid and suppressing outbound mail to save print and postage costs. Processing payments on your behalf Offering a full payment and remittance processing service as the largest independent processor of payments in the UK. We manage all payment types, including the processing of foreign currency and non-standard payments, on the day they are received. Giving organisations the flexibility to cost-effectively support a broad range of payment types, including declining methods of payments such as cheques, to support customer needs without needing to maintain investment in their own operations. Maximising client revenues by ensuring the rapid and costeffective processing of payments into their accounts receivables and providing real-time visibility of all payments received. Scanning, archiving and retrieval to streamline document management Migrating to a centralised mailroom operation, allowing consolidation of document processing activities in a single operation and providing a platform to move to electronic distribution and workflow. Scanning and indexing all inbound documents allowing more efficient online and offline data capture significantly reducing lead times, cutting paper and distribution costs and the associated environmental footprint. Providing a fully managed archive and retrieval service that enables improved customer service and compliance through quick and easy access to any customer communication. Supporting good governance with a comprehensive system that tracks the lifecycle of every document giving a total audit of the process and providing valuable information for training and process design. 11
MAKING IT POSSIBLE At RR Donnelley, we combine our global delivery platform, blendshore approach and industryleading skills with advanced technologies and lean techniques to help you maximise the benefits in your back office and beyond, whilst minimising the risks. 12 INBOUND COMMUNICATIONS
DE-RISKING YOUR INVESTMENT, MAXIMISING YOUR RETURNS With over 25 years experience in the provision of complex processing solutions for clients, RR Donnelley recognises that there s no such thing as a one-size fits all approach. We design and build tailored solutions, leveraging the right blend of people, processes and technology that will deliver an optimised environment firmly in tune with the needs of your business. We de-risk migration by breaking the creation and delivery of each service down into a series of smaller process steps. We consider how best practices can be deployed to refine each process step and re-engineer whole processes to drive efficiency gains. PEOPLE MATTER We have extensive TUPE experience and understand the sensitivities involved in the people issues associated with outsourcing arrangements. Our success is demonstrated by the fact that a high proportion of our people have now joined us via TUPE transfers. SECURITY AND COMPLIANCE As the majority of the communications we process are either commercially or personally sensitive, security and confidentiality is paramount. As a result: We adhere to the ISO 9001 quality standard and ensure all work undertaken onshore or offshore is processed in accordance with the Data Protection Act. All of our sites have the highest levels of physical security in place and all our staff have their background and credit history checked prior to being employed. Our Asian operations maintain a comprehensive Security Management System based on BSI 17799 and accredited by means of Type 2 SAS70 and ISO27001. We also support compliance with FSA regulations, PCI Compliance and other leading regulatory demands. INDUSTRY-LEADING TOOLS AND METHODOLOGIES We have invested heavily to ensure our clients benefit from the most advanced technology and processing capabilities in the industry. This includes: An industry-leading document management platform, underpinned by imaging, workflow and work queue technology, designed for managing activities that have a high degree of paper based inputs. The ability to integrate and process all forms of business communication, including voice, SMS, email and paper. 13
Use of optical character recognition, optical mark recognition and intelligent character recognition techniques to automate data capture backed by onshore and offshore manual capture techniques for unstructured documents. RR Donnelley s electronic document storage and retrieval solution provides a compliant data retention and retrieval solution satisfying audit and regulatory requirements. A multi-site approach that allows effective load balancing and comprehensive disaster recovery provision, ensuring business continuity. GREEN THINKING Our services are delivered and underpinned by a real commitment to reduce the environmental impact of our clients processes. This includes: Digitising communications where possible to reduce reliance on physical distribution, and hardcopy production. Leveraging shared service environments where appropriate to reduce energy consumption and overall emissions. Promoting green initiatives within our own business to ensure more sustainable practices and meet our carbon reduction commitments. BLENDSHORE : GLOBAL RESOURCES AT YOUR FINGERTIPS Our blendshore platform provides an industry-leading, highly flexible global resource pool to support your back office processing demands. Our onshore, nearshore and offshore teams use advanced workflow and collaboration tools to share critical content in real-time; resulting in streamlined processes and reduced cycle times. Crucially, blendshore gives you access to qualified and experience capabilities but with greater flexibility and lower cost. Gone are the time constraints imposed by a typical workday. Using different time zones means three days become one three eight hour days happen within a single 24 hour period. 14 INBOUND COMMUNICATIONS
Our UK and Ireland operations provide the perfect environment to reengineer and transform critical business and communications processes. We have helped some of the world s largest companies automate and streamline previously manual and often paper-based processes. Our operations in Central and Eastern Europe provide a nearshore base, still within the EU, to access skilled resources across a number of disciplines, whilst complying with EU data protection requirements. Our teams in India, Sri Lanka and the Philippines give our clients access both to a lower operational cost-base, and unrivalled specialist expertise across back office processing, financial, legal support and research disciplines. 15
WHY CHOOSE RR DONNELLEY By choosing RR Donnelley, you re selecting an expert partner that will go above and beyond to help achieve success for your business where a commitment to delivering continuous process improvement and innovation are the norm. 16 INBOUND COMMUNICATIONS
THE DIFFERENCE IS RR DONNELLEY: ABOVE AND BEYOND RR Donnelley is one of the largest providers of inbound communication services in Europe, with a heritage of managing the back office processes of leading organisations across a wide variety of industries. In fact, given the scope and scale of our operations today chances are we ve touched your life in some way, behind the scenes, on behalf of our clients. Few service providers, if any, can rival the breadth and depth of our skills and expertise in the back office. Nor match the global delivery platform we have built and continue to invest in to provide access to a global pool of talent lowering cost and mitigating the business risks. DID YOU KNOW? We re one of the largest independent remittance processor in the UK banking up to 50 million on a busy day on behalf of our clients. We have the capacity to process over 500,000 documents every day. We operate one of the Europe s largest electronic document archives with 5 billion data items stored, and handling 4.5 million data requests per month for one client alone. UNDERSTANDING IS EVERYTHING Our size, stature and experience mean we can rapidly design and build bespoke solutions for clients that meet their business demands. At the same time, we re committed to empowering organisations with real business agility giving them the commercial and operational flexibility to help them contend with increasingly unpredictable market conditions. Structuring the service around the needs of their business and ultimately, those of their customers using the right offshoring strategy, means we can balance cost savings with tangible service improvements. RELENTLESS INNOVATION Quite simply, if a process can be delivered more efficiently and effectively, we ll make it happen. At RR Donnelley, we embed continuous improvement and innovation into everything we do. Whether it s using visible 2D matrices on envelopes to allow automated data capture without the need for opening, enabling clients to seamlessly manage inbound communications across multiple channels or taking advantage of innovative scanning technology to rapidly digitise huge volumes of documents, we continue to find new ways to deliver value to our clients. FACTORY THINKING Using lean manufacturing techniques, we re able to break down and refine every process to cut lead times. Where manual intervention is required, our people are responsible for clearly defined tasks with every minute of their time accounted for and ensuring near 100% productivity levels. We also apply our advanced technology to deliver assembly line precision processing with rules-based decisionmaking embedded into workflow to ensure the utmost efficiency. CLOSING THE LOOP As an end-to-end service provider, RR Donnelley recognises that inbound communications are just one part of the bigger picture. For a number of clients, we also provide outbound services, for instance, managing their transactional communications. By integrating outbound and inbound communications, we can drive further value for clients, for example, identifying and analysing the inbound communications from their customers to inform further process improvements and refine future engagements. So, if there s a spike in complaints about a specific service, we can help identify and resolve the cause of the problem to eliminate future complaints. As part of our print management services, we also use unique identifiers, such as barcodes, at the printing stage to streamline subsequent inbound processing and being able to identify the client and the purpose of the document without the need for opening. By closing the loop, we can provide the insight to help clients cement their relationships with customers driving greater loyalty and maximising lifetime value. 17
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 146 years ago, RR Donnelley is a Fortune 250 company that employs over 58,000 people across over 600 locations. For further information on our inbound communication services, please contact: Call: +44 (020) 3047 5212 Email: marketinguk@rrd.com Visit: rrdgds.com For further resources including case studies and white papers, visit: rrdgds.com Ref: RRD/CB/IC/01/0811. Copyright 2011 R.R. Donnelley & Sons Company. All rights reserved.