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Bringing Location to the EnterprisePeter Horsbøll Møller | Lars EricssonNovember 2015
>>>>Useful links are added on the last page in this presentation.<<<<
Pitney Bowes Digital Commerce
• Customer Analytics• Data Management &
Integration• Data Quality • Maintenance & Support• Professional Services
• Asset Management• Enterprise Location
Intelligence• Geographic Information
Systems• Location & Business Data • Location Based Services • Maintenance & Support• Market Analytics• Professional Services
• Communication Archiving Solutions
• Contact Center Automation
• Customer-Engaged Billing • Customer Lifecycle
Management• Customer Self Service• Digital Document Delivery
Platform• Maintenance & Support• Mover Marketing• Production Intelligence• Professional Services
• Address Management• Domestic Shipping • Ink & Supplies • Inserting• Management & Tracking • Online Postage • Outsourced Mailing Services • Parcel & Mail Sorting • Postage & Carrier Accounting• Postage Management • Postage Meters• Print & Mail Production
Management• Printing• Production & Finishing • Productivity Solutions
• Cross-Border Shipping
2
The Customer Engagement Hub
Customer Desire is creating a New World
Pitney Bowes | 5 May 2015 4
The Impact TodayMarket Dynamics
• Focus on the customer
• Stronger relationships + Better Experiences
• Increased pace of business change
• Internet of Things
• Omnichannel
• Analytics
Corporate Challenges
• Improved customer experience
• Customer Retention
• Erosion of trust
• Mergers & Acquistions
• Agility to meet ever changing environment
Consumer Behaviors
• Mobile mind shift
• Change in behavior; increased expectations
• Trust differently; peer influence
• Live in a social world
• “Segment of one”Personalised,Relevant information
The pyramid of customer engagement
Do what you promise
Make it easy
Delight me(occasionally)
“Is Location Intelligence useful to more than a handful technical experts working with maps?”
It’s not just aboutmaps…
It’s also about the
data!Integration
Governance Accur
acy
Quality
currency
Provenance
Strategy
Integration
accuracy
qual
ity
Location Intelligence solution
Business Data Spatial Data
Location Intelligence Software
Reports Maps System Integration
ERP
CRMBI
Services
Using Location Intelligencefor
Operations and Logistics
District Optimisation
Site Plan
Existing customers
Market Potential
Web Site Portal
Web Site Portal – Using Location
Maps here are just for illustration
Find information
Details about the property
Find information
OIS data kindly borrowed from our partner Gilling / The Human Decision
Defining the flow
Closest physical ”shop”
Demo Site
Use Case – Insurance Underwriting
Location Intelligence
Module
MappingSpatial Analytics
OGC
EnterpriseGeocoding
Module
Geocoding +Reverse
Geocoding
EnterpriseRoutingModule
Point-to-PointMatrix
Isochrone/Distance
Geocoding API
LocationAPI
RoutingAPI
1. Give me an X/Y location for this customer address
2. Check to see whether this X/Y is in a fire risk area
3. If so, check to see how many fire stations are within a 5 minute drive
Coverage Analytics
Coverage Analytics
2.1 M inside
0.2 M outside
Business Intelligence meets Location
IBM Cognos
SAPBusiness Objects
QlikView
MicroStrategyExcel
MS BI
Engaging Customer Service
Today’s customers prefer to gather information through videoThey want that information to be: Personal – Interactive – Real-time
By 2017, video will account for 69% of all consumer internet traffic
(Cisco)
64% of marketers expect video to soon dominate their strategies
(Nielson)
7 in 10 people view brands in a more positive light after watching interesting video content from them
(Axonn Research)
Company’s video spend will reach $7.9 billion in the US and €2.6 billion in Europe, on video by end of 2016
(Forrester)
Why EngageOne Video?
Personalisation
Personalised emails can generate 6x more revenue than non-personalised emailsSource: Experian
Video
YouTube is world’s second largest search engine- 100 hours of video uploaded every minute- 1 billion unique viewers every monthSource: YouTube
Interactive
Changes from a selling process to a buying process as consumer feels in control of experience and becomes more receptive to content and messages
Make Budgets Go Further
Reduction in call centre volumes for leading Australian ISP
10%
Goals we have helped our clients to achieve
Customer Advocacy
Increase in Net Promotor Score for views of EngageOne Video10
Brand Consistency
Increase in EngageOne Video viewers brand recall rates.48%
Customer Centricity
Reduction in statement queries to the call centre of a telecoms provider
42%
Visibility and Control
Productivity gain for outbound sales agent of a global bank14%
Higher Conversion Rates
Products per customer grew from 1.8 to 2.2 for a leading Australian ISP
22%
Cost savings
Customer satisfaction
Revenue growth
%
Engage
Acquire
On-board
Billing
SupportUpsell
Renew
Customer Advocacy
Retain
Engagement throughout the entire customer lifecycle
Engage and inform prospects in their
research and buying decision
process
1
Explain onboarding or
billing documents to increase the
level of understanding
and acceptance
2
Provide engaging, entertaining self-service and blended
customer support to retain customers, increase customer
satisfaction and customer lifetime value
6
Present cross & up selling options based on real time
data
3
Drive renewals of expiring contracts
4
Respond to negative customer
feedback or contract
cancellation
5
Appendix of Use Cases
Geocoding helps 1st Guard reduce returned mail and process claims within seconds
Challenge
Solution
Benefits
• 1st Guard had an abundance of returned mail, incomplete address data and no customer mapping capabilities, requiring an improvement in its use of geolocation data.
• 1st Guard also required a solution to help identify the appropriate tax jurisdiction requirements for its policies.
• With the responsibility of underwriting for more than 15,000 vehicles, the company needed an efficient way to streamline operations, to reduce amounts of returned mail and to provide excellent customer and claims services to policyholders.
• 1st Guard turned to Pitney Bowes for its Spectrum enterprise location software-as-a-service solution to help address its geolocation data gaps.
• 1st Guard was able to validate addresses and make precise tax jurisdiction calculations.
• With geocoding capabilities, it can match the exact physical location of an address and provide latitude and longitude coordinates. The company can use this information to find the best possible address match for that location.
• Spectrum also was a critical component in the claims portion of 1st Guard’s iPhone application, helping to improve the speed of claims.
• Reduced the amount of returned mail using accurate address standardization, correction and validation.
• Provided precise tax jurisdiction information for all policies to ensure compliance and increased driver’s ability to access their coverage information and process claim information within 60 seconds.
• Identified the location of current and potential customers within a certain radius, using geocoding and reverse geocoding to capitalize on business opportunities.
IndustryInsurance
LocationUnited States
Technology usedSpectrum™ Technology Platform enterprise location intelligence
Company profile1st Guard is a leading truck insurance firm providing physical damage and non-trucking liability insurance to leased owner-operators and small fleet owners.
3Denmark establishes dialogues with customers using Portrait customer engagement software
IndustryTelecommunications
LocationDenmark
Technology usedPortrait Dialogue customer engagement software
Company profile3Denmark (Hi3G Denmark Aps) is one of the four leading mobile operators in Denmark and the leading provider of mobile broadband solutions, with more than 400,000 subscribers.
Challenge
Solution
Benefits
• The company selected Portrait Dialogue as its dialog marketing platform, which is used to run customer panels and other campaigns.
• Portrait Dialogue was used to set up the Customer Loyalty Program, which was designed to listen to and learn from the customer experience through four customer panels.
• The Customer Retention staff use the questionnaire and reporting module for customer satisfaction surveys following customer service calls.
• The software is also used for campaign segmentation, feedback management, email and SMS marketing and campaign reporting.
• Successful customer panel programs have resulted in lower customer churn and increased customer satisfaction compared to the total customer base.
• Marketing costs are lower, with surveys being run internally and email and SMS marketing replacing direct mail where possible, and productivity is higher.
• Better business reporting includes rapid access to campaign performance data and accurate measurement of campaign results, ensuring quick and informed decision making.
• In order to maintain its ISP market leading position in Denmark, 3Denmark (HI3G Denmark Aps) needed to acquire and retain higher-value contract customers while increasing revenue per customer and reducing churn.
• The ability to develop and execute effective marketing campaigns tailored to each customer and prospect was core to this business strategy.
• The company’s loyalty strategy is based on dialog marketing — conducting one-to-one communication rather than bombarding customers with push marketing messages.
Domino’s Pizza Australia streamlines the planning of franchise territories with up-to-date address information
IndustryRestaurant
LocationAustralia
Technology usedMapInfo Professional® location intelligencesoftware, StreetPro® data, Spectrum™ Technology Platform customer information management solutions
Company profileDomino’s Pizza Enterprises Ltd (Domino’s Pizza) is the largest pizza chain in Australia in terms of both network store numbers and network sales. Domino’s Pizza now extends across Australia, New Zealand, Belgium, The Netherlands, France and Japan.
Challenge
Solution
Benefits
• Franchise areas and associated purchase prices are determined by the number of reachable households, overlaid with socio-economic data.
• To minimize disputes, Domino’s must ensure its data is accurate.
• Domino’s was using manual processes and spreadsheets to determine household data, which took two weeks or more and produced unreliable results.
• Pitney Bowes developed a custom location intelligence solution for Domino’s that provides extensive, certified address validation technology that helps ensure the most up-to-date and accurate data is used in the franchise process.
• The solution can list all addresses within a boundary in minutes; updates are performed quarterly using a validated source of data and territories adjusted according to fluctuations in households.
• The new address information is also integrated with Domino’s telephone and online delivery services, improving delivery service and automatically identifying the store nearest to the customer.
• Location intelligence has helped boost revenue lost due to unknown addresses and enhance the customer ordering process.
• Legal risks associated with territory disputes have been reduced.
• With up-to-date address information, marketing dollars are no longer wasted on dead addresses.
Pitney Bowes deploys its Spectrum software for internal date cleanup, de-duplication
IndustryTechnology
LocationUnited States
Technology usedSptectrum™
Company profilePitney Bowes is a publicly traded global technology company with sales of US$3.8 billion. It specializes in software for customer information management, location intelligence, and customer engagement. It also sells color printing systems and a broad range of mailing and shipping equipment.
Challenge
Solution
Benefits
• Inaccurate and duplicate information led to murky customer views.
• Needed to improve account management efficiency, cross-sell and up-sell efforts, planning and forecasting efforts.
• Needed to validate, de-duplicate and standardize data from more than 93 companies acquired in the previous decade.
• Spectrum customer information management platform verified and de-duplicated data.
• Also aligned postal information to the standards of national postal services around the world; appended Dun & Bradstreet Data Universal Number Systems ID to client records for more in-depth client information.
• De-duplicated account records.
• Improved customer views, leading to streamlined business processes.
• Improved cross selling and up selling; improved planning and forecasting.
• 827,000 new DUNS numbers appended to accounts that had not previously had them.
Peugeot Citroen Automobiles UK gets the best drive time data for sales forecasting
IndustryAutomotive
LocationUK branch of multinational company headquartered in France
Technology usedMapInfo Professional® and MapInfo Drivetime®
location intelligence software, TomTom Speed Profile Data
Company profilePeugeot Citroen, Europe’s second largest car manufacturer and eighth largest in the world, has 10,000 outlets and approved repair centers around the globe.
Challenge
Solution
Benefits
• Peugeot Citroën Automobiles UK (PCA) wanted to improve the accuracy of drive time estimates around the catchment areas for dealerships.
• Dealers used drive time to estimate market size.
• Setting revenue expectations was difficult due to drive times that were based solely on distance and speed limits --- not taking into account traffic and road types. They needed to have a more realistic view of the revenue potential of the catchment areas.
• PCA implemented a customized version of Pitney Bowes’ MapInfo Drivetime software combined with TomTom (GPS System) Speed Profile data to understand the overall accessibility by car of each of its showrooms and service centers within their standard opening hours.
• The software automatically calculates average journey times derived from millions of real-world car journeys undertaken by users of TomTom 7 days a week between the hours of 7 a.m. and 7 p.m.
• The software solution optimizes sales forecasting by showroom by including Driver and Vehicle Licensing Agency (DVLA) data on existing Peugeot/Citroen owners.
• It also provides insights on best-performing dealers and implications on consolidating and closing branches.
• PCA can now respond faster to large tenders for fleet purchases.
Spectrum Technology Platform gives MAPFRE Mexico quality client insights.
IndustryFinancial Services / Insurance
LocationMexico
Technology usedSpectrum™ Technology Platform
Company profileOne of Mexico’s largest insurers, operating on a global scale and providing solutions for vehicles, homes, casualty, bonds, life, health and global risks.
Challenge
Solution
Benefits
• Inability to access reliable client information was severely hampering programs and campaigns in multiple areas, including management, loyalty-building, communication and sales.
• Obtaining information on MAPFRE’s clients was costly and time-consuming.
• Results from the company’s client-focused campaigns were deficient.
• MAPFRE Mexico selected Pitney Bowes Spectrum Technology Platform.
• The Spectrum platform provides integrated data quality, data integration, master data management and analytics capabilities to help organizations address their data challenges from a single, unified platform.
• Spectrum enables organizations to extract more value from their data to drive greater profitability, reduce risk and deliver more personalized and contextually relevant customer experiences.
• MAPFRE reports tangible benefits in the areas of efficiency, savings and return on investment (ROI).
• Spectrum has helped MAPFRE clean up, standardize, validate and enrich the information the company has on its clients.
• The company can now identify its clients unequivocally, allowing MAPFRE to improve the quality of its original data and improve commercialization and management initiatives, particularly marketing activities.
“Spectrum has met and exceeded our expectations in the versatility and flexibility of how it continues to improve our cleanup and duplicate identification processes in an independent, streamlined way.”— Joel Gutiérrez Garcia, Director General of Information Management
Tesco uses location intelligence to help build a worldwide retail brand
IndustryRetail
LocationUnited Kingdom, Global
Technology usedMapInfo Professional® and MapInfo Drivetime®
location intelligence software
Company profileEstablished in 1924, Tesco is the leading UK food retailer and has expanded its presence in Eastern Europe, the Pacific Rim, Japan and China.
Challenge
Solution
Benefits
• In the 1990s Tesco began to expand outside the UK. In Eastern Europe, it has met growing consumer needs by developing stores in Poland, Hungary, Slovakia, Czech Republic and Turkey.
• It has also expanded into Taiwan, Thailand, Malaysia, South Korea and most recently Japan and China.
• Tesco needed to make key strategic informed decisions about where to place new stores to meet the needs of the new local community while being mindful of competitors.
• Pitney Bowes has been a key partner in helping Tesco develop its global strategy and brand by ensuring the company has the best location intelligence in place to support decision making.
• For the expansion into China there was very little data available, and MapInfo Professional location intelligence software was able to “fill in the gaps.”
• For Japan there was an extremely data rich view, and the tool allowed decision makers visualize the data and get the information they needed to make the right decisions.
• The company can minimize capital spending risks for a new location across Eastern Europe, Japan and China.
• Portability and the minimal training required to be able to use the software was key. It can be used by anyone in the field.
• Tesco was able to gain a competitive edge by understanding not only the location of competitors and forecasting the effect on profitability.
Willis Re improves risk analysis with Spectrum Technology Platform
IndustryInsurance
LocationGlobal
Technology usedSpectrum™ Technology Platform
Company profileWillis Re is one of the world’s largest professional services firms specializing in risk management. it advising corporate clients, insurance carriers and reinsurance companies, helping to determine the best way to manage risk as well as negotiating and placing that risk with insurance and reinsurance carriers.
Challenge
Solution
Benefits
• As a global company whose clients have risks in more than 150 countries, Willis Re wanted to implement the latest in location-based technologies to deliver enhanced service to its clients, for whom profit margins on risk can depend on precise detail.
• The company required a geocoding solution that could process the highest resolution data available and offered complete control over the system in order to fully understand the way catastrophe models.
• The Pitney Bowes Spectrum Technology platform enables Willis to undertake sophisticated analysis into a client’s potential exposure based on the location and concentration of risk against a number of perils such as flood, wind, earthquake, explosion and bush-fire.
• The technology combines powerful data quality tools with international geocoding capabilities to enable meaningful comparisons consistently across country borders.
• Spectrum’s powerful data quality functionality has allowed Willis to cross-check the data supplied by its clients and advise when a higher resolution data may be available more quickly and easily than was possible before.
• Analyst workflows have been simplified and sped up — for example, geocoding that previously took up to 8 hours can now be completed in just 1 hour.
• Willis’s catastrophe modelling now produces more reliable results, and risk estimations for hazards such as flood, wind, earthquake, explosion and bushfire can be performed with greater precision.
• The ability to visualize a client’s exposure on a map helps Willis demonstrate it its clients the benefits of supplying high-resolution data.
Useful links
Link to EngageOne Video plus customer references:
http://www.pitneybowes.com/us/customer-engagement-marketing/synchronized-communications-execution/engageone-video-for-real-time-content.html?tab3
Link to Customer Engagement Hub:
https://www.youtube.com/watch?v=64hN8MQaLnY
