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Print and beyond insights Transforming transactions to engage customers Roger Christiansen Ricoh Europe

Print and beyond insights - Transforming transactions to engage customers

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Letters, bills and statements are the largest part of the customer communications iceberg. They are central to the customer experience. Yet the chance to say something powerful usually remains beneath the waves. That makes transactional printing a massive, largely hidden marketing opportunity. It has the potential to transform itself from transactional documentation to become a central force in customer communications – and a fundamental part of the marketing mix.

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Page 1: Print and beyond insights - Transforming transactions to engage customers

Print and beyond insights

Transforming transactions to engage customers

Roger Christiansen

Ricoh Europe

Page 2: Print and beyond insights - Transforming transactions to engage customers

Agenda

Customer Experience Management – the next big thing for marketers?

Where transactional comes in The perfect storm - using the latest technologies to enhance

customer experience through transactional documents Customer references Ricoh solutions Summary

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Page 3: Print and beyond insights - Transforming transactions to engage customers

Customer Experience Management – the next big thing for marketers?

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Customer experience management (CXM) now a key focus area of Marketing Departments

In competitive consumer industries, organisations focused on the customer journey

Document Processes have a big impact on Customer experience and satisfaction

60%+ would switch to another provider

Page 4: Print and beyond insights - Transforming transactions to engage customers

Where transactional comes in

Customer documents – the bills, statements, letters, formal communications – are a key element of document processes.

Transactional documents have a key but often overlooked role in customer experience.

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The iceberg effect: Transactional

documents are “below” the waterline and out of

sight of Marketing Departments

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The perfect storm

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Change

Focus on Customer Experience

Recognition of value of transactional documents

New technologies enabling cost-effective Colour documents

Opportunity to redesign and

enhance transactional documents

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Enhancing transactional documents

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Consolidation of separate content – such as

inserts and flyers – to create a more effective, clearer document with greater impact

Multi-channel print, mobile and online

content linked together

Targeting of the message and customer

experience, tailored to individuals and segments

even in the same print run

Page 7: Print and beyond insights - Transforming transactions to engage customers

Docapost

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Challenges• The challenge for Docapost-DPS is to help its clients

communicate more effectively and cost efficiently with their customers.

• Looking to add value through design improvements, such as incorporating colour and personal messaging in documents

• Minimise production costs by introducing more efficient, automated processes.

Solution• Ricoh InfoPrint 5000 printers, automated duplex line• AFP Architecture• PANTONE plus certification and solvent free inks

Results• Added value services• Faster throughput• Controlled workflow• Lower production costs• Full production back up

Transactional

Ricoh’s InfoPrint® solutiontransforms documentproduction processes

“The InfoPrint® technology revolutionised production processes, providing an industrial solution to growing client demand. Offering added value services to our clients has helped us win new business and establish a leading position in the document processing market.”

Arnaud de La Passardière, Directeur de la DivisionEditique at Docapost-DPS

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Multi-Post

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Challenges• Develop card mailing business• Create professional design templates• Incorporate client data• Print high impact collateral• Integrate plastic cards

Solution• DirectSmile® design software• Variable text and graphic content• Ricoh Pro™ production cut sheet printers• Offset print quality• Integrated with card delivery system• Case Study

Results• End-to-end solution• Professional design capability• Fast high quality throughput• Fully automated• Endlessly scalable

Transactional

Colour transpromotionalprint adds value toplastic card distributionservice

“Ricoh helped us develop our card mailing system, providing the know-how and support to link their intuitive design software and productive print technology with the Datacard® MXD™ card delivery module. The integrated solution is fast, reliable and costeffective. It has become a key part of our service offering.”

Bram Boekema, Proprietor

Page 9: Print and beyond insights - Transforming transactions to engage customers

Ricoh solutions for Transactional

Digital Printers

– Mono – Black and White Cutsheet and Continuous Form Production Printers

– Colour - Colour Cutsheet and Continuous Feed Inkjet Printers

– Finishing - wide range of options

Software and Solutions– IPPD – AFP and PDF

– BARR EOM

– Personalisation software

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Page 10: Print and beyond insights - Transforming transactions to engage customers

Summary

A perfect storm ? opportunity for PSPs / in-house Print and Mail to reengineer the customer experience

Opportunities for smaller PSPs – it’s not just a market for large Outsourcers with Continuous Feed

Find out more on the Ricoh Business Driver Portal

Ricoh-europe.com/printandbeyond

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Page 11: Print and beyond insights - Transforming transactions to engage customers

Thank you

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