Mercer Limited is authorised and regulated by the Financial Services AuthorityRegistered in England No. 984275 Registered Office: 1 Tower Place West, Tower Place, London
EC3R 5BU
How Mercer Increased the Speed of Business
9 June 2009
Robert Zimlich, U.S.A.
Steven Faigen, London
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The Mercer global marketing situation in 2007
Design, Translation and Fulfillment Processes
Long cycle time/task oriented
No consultant personalization
Non targeted inflexible content
No print on demand
Long lead times with multiple bottlenecks
No metrics
Consultant needs unmet
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Searching for ways to be more effective and efficient
Traditional publishing limitations:– Costly to produce, change or update– Difficult and cost-prohibitive to customize– Slow to distribute globally
Mercer consultants in the field had:– No tools to quickly and easily access
relevant materials for their clients online– No ability to aggregate disparate materials
into one, targeted, customized leave-behind
Time, cost and local relevancy were major hurdles
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The global marketing wish list: where we wanted to go What if…
Content could be translated for all geographies simultaneously?
Intellectual capital could be prepared in multiple forms simultaneously?
We could access an entire library of approved content on-line?
Content could be delivered in weeks instead of months?
Local offices could order only the items and quantity they needed on-demand?
All print fulfillment could be handled in each region on-demand?
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Goals for the global marketing solution: guiding principles
Simple
Accessible
iTunes like
Infinitely expandable to reflect changing business
Drive down time to market
Improve customization and controls
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Obstacles to overcome
Content formatting
Information architecture
Design - Ideal user interface
Simplifying complicated business processes
Roll out to global audience
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Moving from “Push” to “Pull”
Customize collaterals from modular content library
Develop multi-lingual versions that can be managed simultaneously
Personalize materials with client logo and local office and consultant information
Create templates to maintain brand compliance
Institute print on demand functionality through regional print network (Americas, Europe & Asia)
Implement eCommerce accounting for each transaction
Take 14 weeks out of production cycle
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Searching for a partner
Experts in global, online space
Experience with similar initiatives
Customized solution that dovetailed with current efforts and initiatives
Keep valued supplier relationships
Would provide a dedicated team to meet aggressive timetable
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The Vision: Mercer Content CustomizerThe simple way to create custom documents
Combined to create one customized document for a specific purpose
Individual documents….
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Usability testing revealed:
Design needed to support information architecture– Flexible template for each business and campaign
Knowledge management involvement in search feature– Defined classification hierarchy– Cross functional consideration
More demand for electronic documents versus printed documents
Needed access to several custom documents from one view– Order history– Multiple projects ongoing at any given time
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Mercer Limited is authorised and regulated by the Financial Services AuthorityRegistered in England No. 984275 Registered Office: 1 Tower Place West, Tower Place, London
EC3R 5BU
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What does this mean for Mercer?
175,000 Opportunities to be targeted and relevant
350 X 1 x 50 weeks = 17,500 custom documents
17,500 x 10 = 175,000
Deliver electronic version immediately Customized, purpose driven documents on-demand
Save 1.27M annually
Mercer Limited is authorised and regulated by the Financial Services AuthorityRegistered in England No. 984275 Registered Office: 1 Tower Place West, Tower Place, London
EC3R 5BU