Communication and marketing services

Communication and marketing services

Contents Creativity is contagious. Pass it on. Albert Einstein 4. How we can help you 6. Creative services 8. Digital services 10. Print management 12. Customer communications management 14. Language services 18. Technical publications and content 20. Marketing automation 22. Data and analytics 24. Helping you transform 26. Putting you first 28. Making your processes simpler, faster and more efficient 30. Our experience

How we can help you Your organisation is communicating with a wide variety of people: customers and employees, certainly, and perhaps retail outlets, service outlets, channel partners or other intermediaries. And you re communicating in a wide variety of ways: marketing through campaigns and materials that sell your key messages and propositions; product and after-sales teams through manuals, catalogues, guides and support content; customer service teams through contracts, forms and transactional communications. We can help you manage and improve the processes for all these kinds of communications to: Create a more personalised experience for your customers. Embrace new communication and marketing channels. Respond more quickly and consistently to your customers. Standardise your processes across business units and geographies. Find cost savings. 4 5

Creative services We have a wide range of creative services to suit organisations that need to create and manage a high volume of artwork, especially relating to large numbers of products that require brochures, information packs and web content. Our end-to-end artwork service includes template creation and management, artwork layout and amendments, control of brand compliance, and asset management. If your company has high artwork volumes, we can create it more quickly and consistently and ensure that your marketing materials communicate both the letter and the spirit of your brand guidelines. We also offer a full range of creative services that complement our clients lead agency relationships, including cost-effective execution of campaign creative treatments or, where appropriate, full concept development and implementation for briefs requiring a low-cost alternative. Our clients find us an efficient and helpful alternative to their lead agency. graphic design artworking animation illustration copywriting brand asset management template creation image retouching brand compliance and governance forms management 6 7

Digital services If your organisation has complex business content and data sets for example customer transactional information, technical product information, catalogues, health and safety content, maintenance information we can help you package and publish it across multiple digital channels. For transactional communications, we provide a full managed service for the design and production of paper and electronic statements, bills, contracts and policies. We can help you make your communications seamless across channels, more appealing to your customers, and better representations of your brand values. For product and technical information, catalogues and maintenance, repair and operations (MRO) information, we can help you exploit digital media to make information more engaging and accessible. This includes publishing personalised digital catalogues, distributing product information through smartphone apps, and using animations and interactivity to make technical and MRO information easier to understand. We also help our clients improve their underlying content management processes and systems, which in many organisations are a barrier to re-using content across channels. document composition content management animations and interactivity mobile apps multichannel output management website development catalogue automation and management 8 9

Print management Our clients seek a print provider who consistently ensures the timely provision of the right quality output, to specification, delivered at the best price, and who can work with them to reduce both cost and elapsed time across the end-to-end process. We have a set of rigorous processes to ensure quality. We screen and continually audit our printers, working collaboratively with them to improve their processes. We ensure quality control on each print job and manage capacity to achieve deadlines. We can also provide you with the best prices. Our market buying power, strategic sourcing approach and proprietary e-auction platform allow us to find considerable cost savings throughout the print process. We work with our clients and their agencies to find further cost savings and efficiencies across the process: for example, providing input into specifications to ensure design concepts can be produced economically, or introducing process improvements for order management, stock control and warehousing. The process efficiencies we introduce not only cut costs but dramatically improve print turnaround times. print sourcing and supplier management transactional print and transpromo multi-language text flow control direct mail production scheduling and order management pre-press checks, brand and artwork integrity checks inventory management store-specific collation postal optimisation warehousing delivery print on demand 10 11

Customer communications management personalisation integrated campaign management direct marketing email campaigns, personalised URLs response management neuro-marketing localisation and local culture insight multi-language text flow control SMS campaign execution scheduling We implement and manage integrated communication processes and platforms for organisations looking to reach and target customers more effectively through communications and campaigns. Specifically, we can help you: Exploit your customer data more fully in personalising communications to your customers. Efficiently manage multi-channel, multi-touch direct marketing campaigns. Manage inbound and outbound communications in an integrated process. We can also help you model the overall impact that communications have on your business for example, poor communications can have a significant knock-on effect on customer support costs. Using communication tools and techniques such as behavioural science and neuro-marketing, we can help you re-engineer your communications to meet specific business goals and demonstrate a tangible return on investment. As well as helping you deliver a more personal and integrated customer experience, we ll help you automate your standard customer service communications to reduce the time and cost it takes to produce them. 13

Language services We offer a full range of language services that improves quality and consistency of translation and localisation for our clients, reduces turnaround times, and delivers substantial cost savings. We do it through leadingedge technologies that enable us to manage the localisation process centrally, automate it and implement translation memory to maximise content reuse. Our language services include translation and transcreation, the management of the end-to-end localisation process and a wide range of auxiliary services such as desktop publishing, audio and video voiceovers and e-learning packaging. Our software localisation services include configuring and testing the user interface, help files and support documentation. We cover all sectors, but have particular strengths in technical documentation, product manuals and user guides for technology, manufacturing, software and communication companies as well as secure translations for the financial services sector. translation and transcreation terminology management automated translation secure translation software localisation translation memory multi-channel execution audio and video voiceovers e-learning packaging 15

You either have to be first, best or different. Loretta Lynn 17

Technical publications and content Many of our clients, especially in the technology and manufacturing sectors, are increasingly trying to make technical content maintenance materials, user guides, product or service manuals more user-friendly for both technical and non-technical audiences. To do so they re increasingly complementing text with animations, video and 3D diagrams. They re also seeking to publish technical content across multiple channels to make it easier for users to access. We ll help you improve the end-customer experience and increase technician productivity through: Authoring services that make language simpler, clearer, and easier to translate. Illustration and animation capabilities that help convey complex concepts in a straightforward, concise way. Structured platforms and processes for content authoring and management. Improved re-use of content, enabling more flexible single-source publishing across paper and digital channels and resulting in significant cost savings. technical authoring animations and illustrations document layout content management information architecture e-learning multi-channel output management 18 19

Marketing automation Marketing automation makes it easier, faster and more efficient for marketing departments to manage campaigns, assets and processes. And it s a significant enabler for organisations pursuing strategic marketing goals such as standardising processes across business units, creating a more personalised experience for customers, and embracing multiple communication channels. We ll work with you to understand your goals which may be cost savings in the short term and communication transformation in the longer term and develop a plan of ongoing automation and innovation. We take an evolutionary approach to change each year, delivering long-term transformation in a low-risk, cost-effective manner. We provide automation as a part of a managed service for marketing and communications processes, in areas such as: Collaborative working and workflows: enabling faster proofing and brand and legal review processes. Digital asset management: simplifying content re-use, large-scale artwork changes, and digital rights management. Campaign management: providing full control and visibility of campaigns while speeding up execution. digital asset management collaborative working, proofing and approvals campaign management dashboard reporting version control and audit history rights management 20 21

Data and analytics Organisations that are better at collecting and using customer data are able to differentiate by creating a more personalised experience for their customers, and to generate revenue more effectively through more relevant and engaging communications. We can help you: Get existing customer data in a fit state to use by addressing data quality, data structure and the underlying processes for collecting and managing data. Create a richer data set on customers through better data integration within your business and augmentation from third-party sources. Generate insights from your data that enable you to send more relevant promotions and offers to your customers. Together with our data analytics partners we offer a full range of data services including: personalisation strategy, data cleansing, analytics, augmentation and data management. Whether your challenge is to use existing data better or to develop a whole new approach for customer data, we can help. marketing rules and data management data cleansing data optimisation data acquisition and integration analytics and modelling transactional data management single customer view 22 23

Helping you transform In the context of customer communications and marketing, our clients typically have one or more of the following goals for process innovation and transformation: Creating an integrated customer experience by standardising processes across business units and geographies. Driving retention and growth by creating a more personalised experience for customers. Meeting changing customer expectations by embracing new communication and marketing channels. We can help you overcome each of these challenges. Whatever your vision for customer communications in your organisation, we ll work with you to develop and implement a practical transformation roadmap. Organisations seeking to achieve these goals face three main challenges. First is funding: finding the money to pay for innovation. Second is infrastructure: if processes are disparate and platforms are old, then often the basic foundations for transformation are not in place. Third is achieving transformation in an economic, low-risk, non-disruptive way. 24 25

Putting you first There are three key ingredients to our service recipe, each of equal importance in building trusted relationships with our clients: appropriate use of the right technology, intelligent process re-engineering, and the commitment and expertise of our people. You ll come to know our people well, as we work with you to understand your business drivers and priorities and align our efforts to help you achieve them. You ll have access to: A client service team dedicated to your needs. A senior member of our management team as your sponsor. Support on-site, near-site, offsite or any combination as suits you best. A wide range of subject matter experts for strategic planning, innovation workshops or to address special requirements. We ll make your life easier day-to-day, freeing up your time by taking on the burden of administrative and logistical tasks; and we re there to help you achieve your goals for innovation and improving your business processes to achieve your long-term and strategic objectives. 26 27

Making your processes simpler, faster and more efficient One of our strengths is making processes more efficient: simplifying them, cutting out unnecessary steps, automating labour-intensive tasks and using technology to improve visibility and control. If you have a sense that your marketing activities or customer communications could be improved by a more structured approach, better coordination, removal of manual steps or rework, then we can help you achieve this. We have a range of tools, including industry-leading marketing resource management (MRM) software and proprietary Xerox technology. We deploy these in a flexible way to suit our clients different organisations and preferred ways of working. Our approach includes: Simple, streamlined processes. Full visibility, with highly granular and customisable reporting. Measurement of a wide range of performance indicators with highly detailed reporting on agreed service levels. A web-based workflow platform to improve, even automate, communication and marketing processes and facilitate effective handoffs, tracking and collaboration with external agencies. An automated interface to common platforms such as Ariba, Oracle and SAP. For multinational clients there s the added benefit of common processes across geographies, helping them to work the same way in every country and providing integrated global reporting on spend and SLAs. 29

Our experience in Europe 100+ Household brands supported Managing brand campaigns and communications for over 50 corporate clients 10,000 Brand campaigns or projects managed each year 250m Print procured annually 1billion Customer communications implemented for our clients 100+ Languages supported for translation and localisation 17 of Countries supported with a network suppliers 900+ Employees across Europe delivering for our clients 280m Translated words per year 30 31

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