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Haal meer uit Inspire www.canon.nl/
kijkopklantcommunicatie
Value of Dynamic Communications
Darren Collins, PMM – SP | Sept 2016
2016 - © GMC Classification: CONFIDENTIAL 2
GMCCanon Session
Sep 2016
Agenda
2016 - © GMC Classification: CONFIDENTIAL 3
The digital transition opportunity
1
Where the value lies2
Sample applications3
How you can get there4
Lower volume = reduced revenue
Increased volume AND increased value
The Challenge Opportunity you face
2016 - © GMC Classification: CONFIDENTIAL
The cause of the digital transition
2016 - © GMC Classification: CONFIDENTIAL 5
Cost But now…Consumer demands
Improved Customer
Experience
(More efficient business
processes)
Dynamic Communications extends the CCM story
2016 - © GMC Classification: CONFIDENTIAL 6
PrintOnline
(DC)
Mobile
app
Online (DC)
Costs
€3m /
€5m+
Savings
€1.5+
million
Omnichannel comm. Business Case
2016 - © GMC Classification: CONFIDENTIAL 7
GMC
customer engagement
Value - not production cost
Value measured by what it does, not about speed and cost.
Reliable payment
Faster payment
Upsell opportunities
Driving referrals
Reduce cost of payment
Avoiding the call center
First quote to client
Fastest contract delivery
2016 - © GMC Classification: CONFIDENTIAL 8
Applications
2016 - © GMC Classification: CONFIDENTIAL 9
Target applications for SPs
Invoices / Statements
Complex documents
(e.g. Welcome Kits)
Forms and Processes
2016 - © GMC Classification: CONFIDENTIAL 10
Application samples
http://innovation.gmc.net/dyncom/intropage.html
2016 - © GMC Classification: CONFIDENTIAL 11
2016 - © GMC Classification: CONFIDENTIAL 12
1. Bill / Invoices & Statements
Statements & bill payments
2016 - © GMC Classification: CONFIDENTIAL 13
• Faster, trackable delivery & open rates• Self-care reduces the number of calls to
call centres when sending statements
Millions of statements
& bills sent every year
20% saving on call
centres workload
Avg. payments lag
reduced by 7 days
• No change to internal business process• Minimal impact on IT• Rapid implementation
Next -> Reduce fraud, cut costs & speed money collection
2016 - © GMC Classification: CONFIDENTIAL 14
€20 to €30 saving per transaction
Phase 2 = Mobile Application
Extract, check &validate
No fraud
SCATTA UNA FOTO
Upsell opportunity
2016 - © GMC Classification: CONFIDENTIAL 15
Consumer loan repayments
2016 - © GMC Classification: CONFIDENTIAL 16
Value proposition
Up to 20% reduction in call centre with personalised self-service
Reduced payment times – cash flow €m
Preferred customer experience – 80% opting full digital
2016 - © GMC Classification: CONFIDENTIAL 17
2016 - © GMC Classification: CONFIDENTIAL 18
Complex documents(Welcome kits etc)
Welcome kit
2016 - © GMC Classification: CONFIDENTIAL 19
Upsell opportunity
2016 - © GMC Classification: CONFIDENTIAL 20
Value proposition
More businesses can send Complex Documents
10% Reduction on call centres - €10 / call
Product upsell opportunities – 60% in first 30 days
2016 - © GMC Classification: CONFIDENTIAL 21
2016 - © GMC Classification: CONFIDENTIAL 22
3. Forms and processes
Digitalizing forms & small processes
Digital transformation
2016 - © GMC Classification: CONFIDENTIAL 23
Application forms
24 2016 - © GMC Classification: CONFIDENTIAL
Feedback questionnaires
25 2016 - © GMC Classification: CONFIDENTIAL
Printstream re-purposing and e-signature
emailing
e-signature
enterprise
printing mailing signature on paper
Legacyprintstream
Signed document is returned in weeks
GMC repurposing
-> (days)
Legacy data flowTo be abandoned
Signed document is returned in minutes
26 2016 - © GMC Classification: CONFIDENTIAL
Value proposition
Reduce drop-out – 50% (paper) to 20% (digital)
Increased revenue from extra days earlier sign-up
A fully processed form saves €4 upwards
27 2016 - © GMC Classification: CONFIDENTIAL
How to achieve these?-> Build on assets you have
2016 - © GMC Classification: CONFIDENTIAL 28
Repurpose legacy print streams
2016 - © GMC Classification: CONFIDENTIAL 29
Re-use print content -> digital
Data driven graphics
Promotional messaging with
whitespace management
Response tracking
Design integration Dynamic content
Vivid color
High production-
speedQuick design
and previews
2016 - © GMC Classification: CONFIDENTIAL 30
Reuse existing workflows
Print ready
PC / Phone / Pads
Inspire Designer
2016 - © GMC Classification: CONFIDENTIAL 31
Summary
2016 - © GMC Classification: CONFIDENTIAL 32
DC Cost saving More Customer Engagement
Allows customer to interact
DC positioning summary
33
Saves stamp
Better than PDF
Complex documents
Private bank StatementStatement
Less call center
Client satisfaction
Better content legibility
Bill / statement with active feedback
Direct upsell
Client self-support
Increase market share
Client self-on boarding
Process digitization
Self-service forms and payment
Digital contracting process
Quantum leap in value proposition
80% of FSI Mobile content
DC as part of mobile app
DC as an output solution DC output + input solution DC mobile app
Val
ue
Axi
s
2016 - © GMC Classification: CONFIDENTIAL
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