ENHANCE YOUR CUSTOMER COMMUNICATIONS WITH OMNI-CHANNEL EXCELLENCE

Transcription

1 ENHANCE YOUR CUSTOMER COMMUNICATIONS WITH OMNI-CHANNEL EXCELLENCE

2 ADDRESS INCREASING CUSTOMER EXPECTATIONS IN AN EVOLVING COMMUNICATION LANDSCAPE In the digital economy, communicating with your external and internal customers is becoming increasingly complex and increasingly critical to your organization s success. Today s customers, business partners and employees demand choice in the way they interact with you and in the type and frequency of communications they receive. As the number and complexity of internal and external interactions increase, many organizations struggle to effectively manage and monitor their multifaceted communications data and delivery channels. This results in process costs that are too high, in addition to strained internal resources, low productivity and slow and inconsistent customer communications. All of these factors heavily impact on the organization s image and bottom line. For our clients it is key to address both their internal and external customers in the right way, at the right time and in the right manner in accordance with the communication content. Swiss Post Solutions (SPS) offers solutions for multiple communication channels and enables its clients to interact with their customers at the right time and through their preferred channel with the right content. SPS builds the best fit solution, based on a leading technology, to meet both back office and customer facing requirements and ever changing demands, in order to create an efficient communications process for all the stakeholders and an outstanding customer experience. 2 Omni-Channel Management Enhance Your Customer Communications

3 ARE YOUR PROCESS COSTS STILL TOO HIGH? Studies show that manual and physical document and communications processes lead to high costs and low productivity and also tie up valuable resources: Gartner Research estimates that the average cost expenditure for manual query processing is Giga Information Group has ascertained that a copy is requested for 8% of all bills. Forrester estimates that the variable paper and postage costs for a classic bill amount to 1.77; Gartner Research sets them as high as IDC predicts that in less than five years, half of the leading companies worldwide will depend on their ability to create digitally-enhanced products, services, and experiences for their future business. KeyPoint Intelligence s key findings discovered that enterprises are increasingly turning to outsourcing providers to produce their print and manage the complexities of data-driven communications, instead of investing in the costly upgrades needed to modernize their internal operations. HfS Research estimates that 44% of enterprise leaders believe the most challenging aspect of executing customer engagement is understanding customer expectations and preference. Omni-Channel Management Enhance Your Customer Communications 3

4 INTRODUCING THE OMNI-CHANNEL COMMUNICATIONS SOLUTION SPS Client Global Data Management View recipient activity Data transfer Reaction of recipient Profile Database Reporting Billing & Rating OMS User & System Audit Message Centre 4 Omni-Channel Management Enhance Your Customer Communications

5 Swiss Post Solutions (SPS) delivers services across your entire document output management process and has developed a flexible and scalable process platform that enables any type of physical or electronic document to be transformed and communicated as required. SPS leverages its modern, stable, standardized platform to centrally and securely manage client data and optimize all document and communication processes without risk minimizing your document management and correspondence costs, while increasing productivity and transparency. Swiss Post Solutions Recipient Omni-Channel Solution Communication channels Physical Mail Online portal Standard Secure Mail Mobile Archive User Management Web Forms System to System Social Media Fully interactive (Forms, payment document uploads, queries etc.) Query Management Recipient Activity Omni-Channel Management Enhance Your Customer Communications 5

6 FLEXIBLE AND RELIABLE MANAGEMENT OF ALL YOUR DOCUMENT OUTPUT Swiss Post Solutions Omni-Channel document management services cover all categories of physical and digital corporate communications, whether with customers, employees, other businesses or government entities: Our Omni-Channel solution has been adopted by a wide range of industries, including: Helping a major financial institution to standardize and flexibly transfer over 125,000 physical and digital bank statements and other business-critical documents per month. Providing a national transport provider with a secure digital communication channel to deliver sensitive HR documents to tens of thousands of employees, supporting their ISO14001 Environmental Management Program. Allowing an international manufacturer to consolidate and manage invoice distribution from a single supplier, covering 8.3m images annually, across 16 countries. Enabling a global energy company to consolidate print and electronic fulfilment providers across 7+ countries. Reporting Archive Billing & Rating OMS User Management User & System Audit Message Centre Query Management

7 BtoB Communication with other companies Invoicing Dunning Data sheets Forms management BtoE Communication with employees Salary statement Travel expense report Application for vacation Assignment for services BtoC Communication with customers Statements of account Bills Forms management BtoG Communication with governments PEPPOL standard compliant Partnership with Trustweaver VAT signature compliance in both pre and post audit countries Free choice of the communication channel for the recipient Omni-Channel Management Enhance Your Customer Communications 7

8 FULL-SPECTRUM COMMUNICATION DELIVERY We take care of all your physical and digital documents and processes, using an integrated, centralized platform to steer and direct your communications to the individual recipient through the full range of physical and electronic output channels. We also manage your input channels to provide an end-to-end, closed-loop system across your document and communication lifecycle. Using Robotic Process Automation (RPA) and Artificial Intelligence (AI) software, our Global Delivery Platform can process responses to your communications, returned documents, and general queries, and direct them into specific workflow processes and business areas within your organization. Mailroom Services Document Input Processing Intelligent Automation Business Process Service Document Output Processing Receive Sort Deliver Scan Workflow Archive Scan Index Capture Extract Deliver Artificial Intelligence Robotic Process Automation Validate Verify Check Execute Process Create Dispatch Print Send 8 Omni-Channel Management Enhance Your Customer Communications

9 Omni-Channel Inbound Omni-Channel Outbound

10 CASE STUDY FINANCIAL SERVICES INSTITUTION Via our platform, a leading international financial institute transfers its transactional documents more flexibly. Challenge: Benefits: No consistent standard for the delivery of transactional documents: Need for a standardized process throughout its European affiliates for transferring bank statements and similar documents. No possibility of electronically transferring bank statements and other documents as an alternative to physical printing and mailing. Solution: Omni-Channel Solution for the flexible transfer of documents: Takes over the entire process of sending out bank statements and other documents. SPS manages and carries out all processes from receipt of documents to transforming and sending them out electronically or physically. Letters are printed on the same day at the Document Output Centre and prepared for international distribution. A total of 125,000 documents are processed each month. The full-service process is currently deployed in Austria, Germany, Romania, Czech Republic, with further European countries planned. Competence level in processing and financial market expertise of staff is high End-to-End processing of the respective files Security and quality standards are enhanced Flexibility in handling increased file volume Video: SPS Output Management Services

11 CASE STUDY NATIONAL TRANSPORT PROVIDER Our solution enables our client to securely deliver digital documents to its employees. Challenge: Benefits: Introduce a secure digital channel for delivering sensitive HR documents to staff: The client s Human Resources (HR) service center was looking for a practical solution that would allow it to send documents including pay slips, expense statements and staff memos to employees through a secure, electronic channel rather than by physical post. Solution: Hybrid physical/secure communication via the SPS platform: Handling of all physical documents for communication with employees since January Staff members were subsequently given the choice to opt for electronic communication by secure . Registration via personal code. Receipt of personal documents in the recipients account through IncaMail, a secure and fully tracked service of Swiss Post Solutions. Assistance during the entire launch phase, informing staff of the new communication service. efficient user-friendly and flexible communication with employees secure and fully traceable digital communication channel with IncaMail Customer confirms considerable gains in efficiency and flexibility: «The advantages gained in terms of efficiency and flexibility were so significant that we are now fully dedicated to the path of digital transformation.» Savings in postal rates, fast and secure communication Support of client s corporate responsibility programs Learn more about our solutions

12 SUPPORTING YOUR DIGITAL TRANSFORMATION The digitization of inbound and outbound document processes and the automation of Omni-Channel processes are crucial to sustainable commercial success. Swiss Post Solutions provides a cost-effective way for you to transition to and integrate a range of electronic options alongside traditional print media, for both internal and external processes and communications. We work with you to design and configure the ideal solution for your business, ensuring the optimum mix of physical and electronic output channels to address the needs of your customers. We also proactively manage your digital transformation programs, supporting both you and your customers in your digital adoption journey. Our services include: Enclosing flyers with physical mail consignments. Managing your campaigns. Adding intelligent QR codes to documents to simplify the registration procedure. As your organization develops in the digital age, we work with you to understand and prepare for your future requirements and identify opportunities for additional operational efficiencies. This may include exploiting data analytics to drive business intelligence, or expanding the channels under management in line with technological or social media advancements.

13 IMPLEMENTING YOUR SPS SERVICE 1. Starting point From the outset, we provide advice and analysis, which results in a statement of requirements document that details your business needs and the scope of the service delivery model. 2. Transformation We integrate technology and service components into the business environment, determine socially acceptable human resources models, and define training and professional development concepts. 3. Operation We assume full responsibility for the defined areas and processes. We drive change, problem identification and resolution, quality and service levels, reporting and business analytics and knowledge management to ensure continual process improvement. Our implementation methodology is designed to address the issues that are most common in transitioning from physical to electronic customer service delivery. Such issues include: Managing the concerns of internal and external stakeholders, of changing business processes, role and responsibilities and systems. Addressing the lack of client information that is required to manage communication through multiple channels. A lack of internal knowledge, experience, or skilled resources to manage such a migration project. Focusing on tactics, at the expense of developing a strategy and plan that allows for constant evolution and delivers year-on-year operational efficiencies. Omni-Channel Management Enhance Your Customer Communications 13

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15 INNOVATIVE TECHNOLOGY ENHANCES CUSTOMER COMMUNICATIONS SPS s output management solution offers innovative ways of increasing operational efficiency, while improving customer relationships and loyalty. Your Benefits: Greater Economies through reduced operational, production and distribution costs achieve up to 80% savings in cost per document. Enhanced Customer Satisfaction by optimizing communications through their preferred interaction channel. Removal of Organizational Bottlenecks by streamlining, centralizing, and standardizing communications data and processes using a single-vendor solution. Increased Transparency and Control as well as management of documents and communications via a global process platform, providing a centralized archive and comprehensive reporting capability. Protection of Sensitive Data through the highest security certification standards, and tracking of all process steps through a closed-loop system. Flexible and Scalable Solution tailored to manage your physical and electronic documents and communications geared towards supporting your digital transformation. Omni-Channel Management Enhance Your Customer Communications 15

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