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Driving digital success…with flawless executionOmnichannel Coordination (OCC)
Casper Bech Andersen, May 2019CCM usergroup
Our Company History
1986 1993 2012 2017 2018
GMC is Founded
Based in Switzerland, GMC begins reselling
high speed printers and providing hardware
integration services for the print industry
Renamed to GMC SoftwareDr. René Müller refocuses the company on software
development and releasese PrintNet, which
becomes the leading solution for variable data
and personalized document printing
Acquired by Neopost
GMC Software is acquired by Neopost
Launch of Quadient
GMC Software rebranded as Quadient
Digital Advantage
SuiteQuadient introduces
Digital Advantage Suite, introducing the ability to power documents using
interactive forms
1998
New Czech R&D Centre
GMC Software opens the first R&D centre in the
Czech republic in the city of Hradec Králové. Our
current CTO is one of the first to be hired at the
new office
Göltenboth Matti Company
World’s largest CX team
Over 350CX innovators
Process driven innovationMajor releases approximatelyevery months
Quadient is positioned to innovate
Release every
4-6months
19,000+ days of innovation a year
Frequent quality audits20
2019 - © Quadient Classification: CONFIDENTIAL
Copyright 2017. This is for internal purposes only.
Deliver exceptional omni-channel communicationsCreate, approve and deliver compliant, accurate and personalized communications across all channels, with little reliance upon IT.
The Quadient Digital Story…now with OCC
2018 - © Quadient Classification: CONFIDENTIAL
Design omni-channel experiences to improve the
customer journey
Coordinate omnichannel strategies to increase success rate
Drive flawless execution of omnichannel strategies
Understand your customers’
journey
Customer Journey Mapping
Dynamic Communications, DAS, Interactive, Designer
Scaler, IPS, Inspire Cloud Services
OMNICHANNEL COORDINATION
2018 - © Quadient Classification: CONFIDENTIAL
Problem StatementWhile 73% of consumers use multiple channels to make purchasing decisions
businesses still struggle to successfully execute omnichannel strategies that go outside of email marketing.
Quadient SolutionQuadient empowers business users to take full control of how and when
omnichannel experiences are executed increasing customer engagement and response rates by more than 50%.
Delivering a great omnichannel customer experience is like playing
the world’s hardest game of Connect the Dots
(Marketing Sherpa, 2018)
Problem validation and why OCC exists
2018 - © Quadient Classification: CONFIDENTIAL
The industry needs help!
– “Over 90% of marketers struggle to seamlessly connect more than three channels on the buyer journey" (https://www.gartner.com/marketing/multi-channel-marketing/)
Rated #1 strategic investment area by DPO/SP clients
– In a recent survey of 25 of our largest and most influential DPO/SP clients – “Omnichannel management” was rated #1 (with 84% considering it strategic)
Accelerate digital adoption and transformation
– Reduce complexity, time and cost to access channels
What is Omnichannel Coordination?
Omnichannel Coordination is a cloud solution that enables business users to manage when and how omnichannel experiences are executed through a simple drag and drop interface. It coordinates content between the channels and helps increase customer engagement and response rates.
2018 - © Quadient Classification: CONFIDENTIAL
Key Challenges: How is “coordination” done today?
Customers can only manage co-ordination between some
channels mainly email and SMS
Other Omnichannel solutions often do not extend beyond the awareness stage of the
customer journey (marketing)
Outside of a marketing automation tool, channels are coordinated via manual scripting and coding at the back end which is complex, costly & difficult to change
Scripts are created by a technical users which means business users have limited
control on how omnichannel strategies are executed
Marketecture diagram: How it works!
2018 - © Quadient Classification: CONFIDENTIAL
Channels
ScalerOn premise
Secure Cloud
IT Users configure and “create channels”. They define the requirements for that channels but not
the template/content.
Business users create “delivery rules” here. This
is where they select & coordinate the channels and template/content to
be delivered.
Scaler executes the delivery rule following steps and
conditions defined by the business user.
Key capabilities
define available channels
Assemble use of channels
Select content
[Optionally] -Edit content
within Interactive
[Optionally] -Link to the customer journey
Monitor performance
& adjust
Omni-channel in action
2018 - © Quadient Classification: CONFIDENTIAL
Email with link
(including reminder
notification)
Mobile content delivered
(if mobile known)SMS with link
Welcome kit in the post
2018 - © Quadient Classification: CONFIDENTIAL
The demo
2018 - © Quadient Classification: CONFIDENTIAL
The demo – PART 1
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The demo – PART 2
2018 - © Quadient Classification: CONFIDENTIAL
The demo – PART 3
2018 - © Quadient Classification: CONFIDENTIAL
Horizontal Use Cases: These can be applied to any industry!
Automated A/B testing• Define sample size of
customer base (e.g. 10%)• Choose email variants
(subject/content/sender)• Send equal number of each
Choose Winner Based on open rate (for
A/B Subject) Based on click through
rate (for A/B Content) Send winner to remainder
Email bounce-back
Email not opened ->
SMS
Mobile app not available-> send email link for DC to
client
A/B Testing on multiple
email content / subject etc
2018 - © Quadient Classification: CONFIDENTIAL
Use Case: Insurance
2018 - © Quadient Classification: CONFIDENTIAL
• Attempt Email• If bounce, send SMS to
request email address• Update DB with corrected
email address & re-try email
• Print if email unsuccessful
Aim – Reach customers by digital channels when issuing Welcome Kits (where the customers respond to those channels). Capture and update contact records.
Use Case: Banking
2018 - © Quadient Classification: CONFIDENTIAL
• Trigger email & SMS automatically after customers visit certain parts of the website (or perform certain transactions) – data from analytics platform
• Includes follow-up emails or SMS on first non-response
• Use print if no response after extended period
• Interactive supports CJE’s editing content.
Aim – to empower 100’s of Business users in the various lines of business to execute their own focussed automated campaigns Campaign
Workflow
MonitorCampaigns
Use Case: Service Provider
2018 - © Quadient Classification: CONFIDENTIAL
• Saving postage costs• Legislation now permits digital
communications in “opt-out” mode
• As well as reducing postage costs where possible, it also allows more rapid communications
• SMS then email is most effective / efficient in their territory (PDF/DC links)
Aim - Service Provider needs to accelerate their clients’ adoption of “digital first” strategy following legislative changes in their country.
Use Case: SP in trial
2018 - © Quadient Classification: CONFIDENTIAL
• Current scripted approach – evaluating OCC
• Click through:– Email only = 19%– SMS only = 24%– Both = 36%
• DC content => high click-through rate
• Growing figures as client moves customers to digital
Benefits for Enterprise / SP Clients
2018 - © Quadient Classification: CONFIDENTIAL
• Direct control over how channels / content are used to engage customers• Improve speed to market of changes & monitor effectiveness
Empowering business users
• Industry open rate 20% in finance (MailChimp) -> 30%+ eGlue (email/SMS)• 5% click-through rate (MailChimp – email) –> 25% Link Digicom (DC)
Improve customer engagement
• Use print at the most appropriate/effective points to engage customers • Reduce cost of using print for communications where digital is preferred
Maximize print effectiveness
• Track unopened messages & resend through other channels • Ensure compliance with industry regulations
Ensure regulatory messages are read
Benefits for SP / Enterprise IT teams
2018 - © Quadient Classification: CONFIDENTIAL
• Built-in connectors for Messenger email / SMS, DAS / notifications and producing print based content
• Inbuilt dashboards for easy monitoringRapid set-up
• €70K for entry level scripted solution (1 FTE for 1 year) vs <€20K for Discovery OCC package
Reduce implementation
costs by 70%
• Wider offering -> support more projects -> more volume for SP / IT teams can respond to broader enterprise needs
• Visibility -> Evolve SP relationship and perception from print commodity supplier to “valued business partner”
Improve digital capability
Questions?
2018 - © Quadient Classification: CONFIDENTIAL
Finovate demo
2018 - © Quadient Classification: CONFIDENTIAL
Thank you!
2018 - © Quadient Classification: CONFIDENTIAL