solution business as a growth area for post operators?
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Solution Business As a Growth Area for Post Operators? Result of a global Focus Interviews Study - Dirk Palder, Capgemini
4th PIEF in Athens, Oct 24, 2011
§ Definition of the solution business
§ Strategic options
§ Examples of solutions
§ Market size and potential approach
§ Study - approach & strategic objectives
§ Study - overview of interviewed postal operators
§ Study - Postal insights & key learnings
§ Study - Overview of interviewed clients
§ Study - Client insights & key learnings
§ Summary & perspectives
Contents
Copyright © 2011 Capgemini Consulting. All rights reserved.
2 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Introduction
Before going into the results of the focus interviews, we should outline Capgemini’s definition of “solution business”
Copyright © 2011 Capgemini Consulting. All rights reserved.
3 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
What do we mean by solution business?
In our understanding of “solution”, we assume that the objective is to establish a value-adding partnership
Copyright © 2011 Capgemini Consulting. All rights reserved.
4 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Capgemini’s definition of solution business
For us, the solution integrates products and services and, based on the knowledge of the future market development, addresses market and client specific challenges. Using the solution thereby delivers a measureable value-add to the customer. The key success factors are integrating the solution into the customer’s value chain and pro-actively adapting it to new market and customer requirements, following an industrialized approach to sales and service delivery as well as being able to take over selected business processes of the client.
Value added
Portfolio
Isolated
Coordinated
Collaborative “Customize”
“Industrialize”
“Offer”
Product Services Solutions
Value based
Relative price
Cost plus
Critical success factors and focus areas outline the path to transferring the existing capabilities towards solutions orientation
Copyright © 2011 Capgemini Consulting. All rights reserved.
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Critical success factors
§ Formulated strategy with senior management support/ directive § Capabilities to respond/ manage a dynamic environment § Process management and compliance § Merged vertical (industry) and horizontal (functional/ product) expertise § Tailored sales incentives § End-to-end solutions management capabilities and process/ systems enablers
Strategy and market planning Understand the business model of target industries/ customers § Monitor the market
trends and dynamics § Map the solution
capabilities and business opportunities
Portfolio management § Consolidate/ develop
solution offerings § Review USP,
customer value propositions
§ Assign an Innovation Manager to the own portfolio (incl. MoB)
Marketing communications § Align marketing
messages across the divisions
§ Ensure ongoing penetration/ positioning within the target customer segments
Sales management § Tailor lead generation
and sales processes § Monitor/ safeguard
the customer experience
§ Establish partner management capabilities
Focus areas
Source: ITSMA/ Capgemini
§ Definition of the solution business
§ Strategic options
§ Examples of solutions
§ Market size and potential approach
§ Study - approach & strategic objectives
§ Study - overview of interviewed postal operators
§ Study - Postal insights & key learnings
§ Study - Overview of interviewed clients
§ Study - Client insights & key learnings
§ Summary & perspectives
Contents
Copyright © 2011 Capgemini Consulting. All rights reserved.
6 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
To get into a Value Partner the outsourced end-to-end process has to be critical and the solution has to be proven
Copyright © 2011 Capgemini Consulting. All rights reserved.
7 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Strategic Reasons for Solution Decision of a Client
Value- Partner
Solu
tion
stab
ility
New
Mission critical Non Critical
Importance for the core process
Out- Tasking
OS Lift & Shift
Slice & Dice
Commodity Services
Proven
PO = Postal Operators
§ Definition of the solution business
§ Strategic options
§ Examples of solutions
§ Market size and potential approach
§ Study - approach & strategic objectives
§ Study - overview of interviewed postal operators
§ Study - Postal insights & key learnings
§ Study - Overview of interviewed clients
§ Study - Client insights & key learnings
§ Summary & perspectives
Contents
Copyright © 2011 Capgemini Consulting. All rights reserved.
8 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Example positioning: CRM/ marketing communication solutions
CRM solutions in automotive require a more centralized support and governance of the customer dialogue – efficient, effective, holistic
“Expand competencies“ “Increase organization flexibility“
“Reduce costs“
Fulfillment and shipping
Response management and
customer activation
Data and address services
Target group selection
Governance of customer dialogue
§ Customer and dealer data management
§ Database management
§ Address - validation - enhancement - cleansing
§ Multi-channel campaign planning
§ Customer dialogue program design
§ Integrating NSC, distribution channels
§ Lettershop services § Ordering, storage § Print and shipment § On- und offline § National/
international § CO2 neutral
§ Lead und response handling
§ Customer retention and reactivation
§ Contact centre § Archiving § Reporting
POS marketing management POS customer dialogue
Central steering of the customer dialogue, advisory and project handling
9
EXAMPLE
§ Customer approach advisory
§ Profiling and scoring (on-/ offline)
§ Retail and commercial clients
§ National/ international
Copyright © 2011 Capgemini Consulting. All rights reserved.
2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
The solution provider is able to configure a customized solution framework from an existing set of services and finalize the solution
Copyright © 2011 Capgemini Consulting. All rights reserved.
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End-to-end solution example for a CRM Solution Factory
Set of services
In the first step the customer can chose between services from a set of available services (CRM solution factory). Then the selected services are bundled in a solution framework and will be slightly adapted to the customer’s specific business environment and requirements.
Configuration of the solution framework Finalizing the solution
1 2 3
Customer dialog
Social media marketing
Lead management
POS marketing mgmt.
POS customer dialog mgmt.
POS print solutions
Dispatch optimization
Consulting dialog marketing
Optimization customer dialog
Customer contact center mgmt.
Complaint mgmt. Mobile
customer service
Address solutions & analytics
Predictive targeting Customer/
vehicle/ retail data mgmt.
Customer dialog
Social media marketing
Lead management
Dispatch optimization
Consulting dialog marketing
Optimization customer dialog
Customer contact center mgmt.
Complaint mgmt.
Mobile customer service
Customer dialog
Social media marketing
Lead management
Dispatch optimization
Consulting dialog marketing
Optimization customer dialog
Customer contact center mgmt.
Complaint mgmt.
Mobile customer service
Example positioning: mobility solutions
Emerging or changing business models usually trigger a demand for solution capabilities and innovation
11
Registration (identification and office branch)
Application processing
Reservation
Routing/ geo-location
Booking
Pickup/ delivery
Invoice handling
Receivables management
Archiving
Customer history
Customer service/ support
Damage regulation
Customer management/ operative handling
Customer retention/ reactivation
Login Booking & back- office
Logis- tics
Acco-unting
Repor- ting/ ana- lytics
Retail and commercial customers
National/ international
Customer approach advisory
Communication (online/ offline)
Customer acquisition
Target group selection
Target group appr-oach
AnschriftAnschrift Central customer steering
Customer relationship management
Communication/ (re-)activation
Customer card/ chip mgmt.
Battery & fleet management
EXAMPLE
Copyright © 2011 Capgemini Consulting. All rights reserved.
2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
§ Definition of the solution business
§ Strategic options
§ Examples of solutions
§ Market size and potential approach
§ Study - approach & strategic objectives
§ Study - overview of interviewed postal operators
§ Study - Postal insights & key learnings
§ Study - Overview of interviewed clients
§ Study - Client insights & key learnings
§ Summary & perspectives
Contents
Copyright © 2011 Capgemini Consulting. All rights reserved.
12 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Trends & topics (examples) BPO market, global 2009/101 (in billion $) Market
13
CRM and document management make up around 50% of the market volume
Overall CAAGR CRM/Docu.
Telco 27 +7% 22,9 § Increase in customer acquisition costs § Increase in marketing costs at lower response rates § Improvement of service quality § Retention management
Banking 111 +6% 10,6 § Retention management § Improvement of cross-selling § Improvement of service quality § Identification of suitable service partners for global expansion
Energy 3 +7% 1,4 § Smart meter/ new business areas § Maintenance/ improvement of the service quality § Cost reductions (service/ product provision, serving new markets)
Retail 12 +7% 4,4 § Cross-/ up-selling to the installed base § Increase in the use of new channels § Optimization of retail space § Customer retention
Insurance 22 +8% 5,7 § Flexibilization of the business model/ simplification of products § Simplification/ automation of business processes § Generation of a higher service level at lower costs § Improvement of the customer experience/ satisfaction through high quality
Health-care/ Pharma
13 +8% 2,6 § Cost reduction and control, especially in administration § Quality improvement of services and administrative tasks § Lowering of service costs § Improvement of marketing effectiveness
Total 199 54 1 2010: Insurances and banks; 2009: all other industries
Utilities 11 +9% 6,0 § Improvement of the customer experience § Enhancement of e-billing § Quality, efficiency, productivity § Management of volume fluctuations
Modular setup of PCS Solution Factory
Starting with a “kernel” the business opportunity for a postal operator should be close to €1B in Europe over a period of 3 to 5 years
14
“CRM Solution Factory“
„Solution Factories“
Postal close offerings
Extended CRM portfolio
Automotive
Insurance
Banks
Telecommu-nications
Energy
Retail
Focu
s cu
stom
ers
and
indu
strie
s Phase I
~ € 45m
~ € 25m
Phase II
~ € 25m
~ € 10m
Extended solution portfolio
Support with § Validation of market
potential § Definition of relevant
domains § Definition of depth of
value added and partner strategies
§ Setup of singular “solution factories“
§ Implementation of organizational struct-ure and processes
§ Internationalization
Revenue potential
Public Sector
Document handling factory
Mobility factory
Smart-X factory …
> € 700-900m ~ € 150-200m ~ € 100-150m … … …
Starting point
Extended customer and industry portfolio
…
Copyright © 2011 Capgemini Consulting. All rights reserved.
2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
High-level approach to defining a solution portfolio
Still no common sense: every solution portfolios needs to start with a sound understanding of the customer and industry requirements
15
Marketing Vertriebswege Service
§ Zentralisierung der CRM und Marketingfunktionen (international)
§ Ausbau der Direkt-, Online und Social Media Kompetenz
§ ProfessionalisierungKundensegmentierung + Ansprache
§ Professionalisierung der Leadbearbeitung
§ Aufbau Mobile / Online Sales
§ Orchestrierung der Vertriebswege (NSC, POS)
§ Optimierte Unterstützung (Shared Services)
§ Reaktivierung Kunde (Neukauf, Service)
§ Aufbau mobiler Service
§ Industrialisierung Kundendialog
§ Professionalisierung Customer Contact Center
Integration der Kunden-, Händler- und Fahrzeugdaten
Bedarf Kauf Besitz Wieder_kaufInteresse
Analyzing the customer and industry requirements
Combining to potential service bundles “solution factories“
Deriving relevant solution elements Matching with current solution portfolio and third-party providers
Definition of start and target portfolio 1 2
3 4
5
Reflecting:
§ Customer and industry requirements
§ Portfolio driven approach
§ Base/ advanced solutions
§ Cost/ complexity realization
§ Time-to-market
CRM SolutionFactory
Marketing und Kundendialoglösungen z.B.
Kundenkontakt und Customer Care Lösungen z.B.
Datenbank und Daten Management Lösungen z.B.
„Poinf-of-Sales“ Lösungen z.B.
Marketing und Kundendialogberatung
Kunden- / Fahrzeug- / HändlerDatenmanagement Adresslösungen & Analytics Integration, Betrieb & Hosting
Zentrale Kundendialogsteuerung Social Media Marketing
Kundenkontakt Center(Betrieb)
Professionalisierung Kundenkontakt & Beschwerde Mgmt.
Leadbearbeitung und Kundenaktivierung
POS Marketing Mgmt. POS Kundendialog Mgmt. POS Antrags- und Drucklösungen
Beratung Kundendialog(Segmentierung / Ansprache)
Optimierung Versand (z.B. Mail Merge)
Optimierung Marketing Spend
AnforderungenKunde und Branche
BranchenlösungAutomobil
Mobiler Kundenservice
Copyright © 2011 Capgemini Consulting. All rights reserved.
2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
§ Definition of the solution business
§ Strategic options
§ Examples of solutions
§ Market size and potential approach
§ Study - approach & strategic objectives
§ Study - overview of interviewed postal operators
§ Study - Postal insights & key learnings
§ Study - Overview of interviewed clients
§ Study - Client insights & key learnings
§ Summary & perspectives
Contents
Copyright © 2011 Capgemini Consulting. All rights reserved.
16 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
The objective is to value the benefits of the solution business for the post sector through the help of focus interviews
Copyright © 2011 Capgemini Consulting. All rights reserved.
17 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Approach & objectives
General approach
§ Organization of interviews § Focus on two target groups:
§ Experts, postal suppliers and post companies § Clients of various industries (e.g.
automotive, assurance, banking) § Preparation of two focus interview
questionnaires
§ Analysis of key learnings and definition of the market potential for the solution business in the postal sector
Objectives of the survey
Having selected the key interviewees, we conducted the focus interviews allowing us to use the learnings in an analysis that is to further support achieving the objectives.
§ Finding an answer to the lead question: § Is the solution business a new must-have that postal companies should implement in their portfolio? § If so, what is the actual market potential?
§ Reveal the future challenges that postal companies will have to face
§ Definition of the solution business
§ Strategic options
§ Examples of solutions
§ Market size and potential approach
§ Study - approach & strategic objectives
§ Study - overview of interviewed postal operators
§ Study - Postal insights & key learnings
§ Study - Overview of interviewed clients
§ Study - Client insights & key learnings
§ Summary & perspectives
Contents
Copyright © 2011 Capgemini Consulting. All rights reserved.
18 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Postal companies, postal suppliers, solution experts
Interviews with a mix of postal operators have been done in order to receive knowledge and verification on the identified key topics
Copyright © 2011 Capgemini Consulting. All rights reserved.
19 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Company logo
Name of company
bpost
Canada Post
Liban Post
Poste Italiane
Swiss Post
Interview content/ topics
§ Understanding of the solution business/ strategic goals
§ Organization & processes in the solution business
§ Marketing/ communication as solution provider
§ Sales approach/ segmentation § Development of new solutions § Key success factors for the
solution business
Austrian Post
Swedish/ Danish Post
HongKong Post
Deutsche Post Company Logo
Name of company
arvato
Neopost
Pitney Bowes
Capgemini Deutschland
ITSMA
Solutions Insights
Not postal companies
§ Definition of the solution business
§ Strategic options
§ Examples of solutions
§ Market size and potential approach
§ Study - approach & strategic objectives
§ Study - overview of interviewed postal operators
§ Study - Postal insights & key learnings
§ Study - Overview of interviewed clients
§ Study - Client insights & key learnings
§ Summary & perspectives
Contents
Copyright © 2011 Capgemini Consulting. All rights reserved.
20 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Key statements
Starting with a surprise in terms of the market potential of the solution business in the postal sector, a bright understanding has been developed
Copyright © 2011 Capgemini Consulting. All rights reserved.
21 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
“The postal business is based on mail delivery”
Go-to-market: “It is necessary to have joint customer teams and the
support of external providers“
“Digitalization supports the trend towards the solution business“
“The solution business is essential for establishing long-term customer loyalty“
“Individual services are mandatory, industrial delivery is the challenge“
“One face to the customer”
Key results for postal operators
The challenge for postal operators is to stay independent within the growing complexity of structures
Copyright © 2011 Capgemini Consulting. All rights reserved.
22 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Governance
Organization
Customer contact
Go-to-market
§ Organizational focus on long-term revenues § Securing postal business is partly relevant § Customer orientation § Integration of product knowledge
§ Separated divisions § Innovation department in charge of demand creation § Mostly organized in joint customer teams
§ Website und internet advertisement for customers § Personal customer contact at special executive events § Diversification of communication channels (multi-channel approach) § Change from push to pull
§ “One face to the customer“: KAM , sales manager § Customer segmentation § Separate experts (solution architects) § Development of “lighthouse deals“
Solution delivery § Multi-customer platforms § Quality management along the entire process
Postal operators: segmentation of key success factors
The segmentation of key success factors reveals the importance of quality, pricing and multi-customer platforms in the solution business
Copyright © 2011 Capgemini Consulting. All rights reserved.
23 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Interviewed Operators: BPO Capgemini, BPO Expert ITSMA, Swiss Post International, Post italiane, Neopost, Solutions Insight , LibanPost
A B
Very important
C Important Less important
The quality of the solution delivery and multi-customer platforms appear to play a more significant role compared to skills and capabilities of employees.
A
B C
Key success indicators
§ Brand competence § Quality of solution delivery § Multi-customer platforms/ product portfolio § Industrialization
§ Scope of monitoring processes for the
solution business § Skills and capabilities of
employees* § Trust* § Pricing*
§ Internal service delivery/ internal process standards § Flexibility § Cost leadership § IT capabilities/ IT security
* Is regarded as a matter of course
The organizational focus is based on securing long-term revenues as part of the core business strategy
Copyright © 2011 Capgemini Consulting. All rights reserved.
24 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Strategic intent
Securing long-term revenues
New customer relationships
Securing postal business
Strategic Aim
Interviewed companies: BPO Capgemini, BPO Expert ITSMA, Swiss Post International, Post italiane, Abstentions Neopost, Solutions Insight, LibanPost
§ Long-term revenues are the most important point considered in the companies‘ strategy
§ Securing the postal business is relevant only for some postal operators
§ Not all operators define establishing new customer relationships as their priority
Postal operators: segmentation of key success factors
Key learnings
Only 2 providers decided for a cross regional/ global solution strategy, while 50% of the interviewed companies are product/ service focused
Copyright © 2011 Capgemini Consulting. All rights reserved.
25 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Positioning of Solution providers
Org
aniz
atio
n fo
rm
Integrated national
Solutions Product
Portfolio
Integrated international
Independent national
Independent international
Value-added services
PO = Postal Operators
CL1 CL3
CL2 CL4
§ Definition of the solution business
§ Strategic options
§ Examples of solutions
§ Market size and potential approach
§ Study - approach & strategic objectives
§ Study - overview of interviewed postal operators
§ Study - Postal insights & key learnings
§ Study - Overview of interviewed clients
§ Study - Client insights & key learnings
§ Summary & perspectives
Contents
Copyright © 2011 Capgemini Consulting. All rights reserved.
26 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
The clients reveal a strong mix between small, medium-sized and big companies of different industries in an international and national scope
Copyright © 2011 Capgemini Consulting. All rights reserved.
27 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Various industries
Interview content/ topics
§ Readiness to outsource products and/or services/ experiences made with outsourcing
§ Outsourcing readiness of significant business fields
§ Criteria selection in terms of their relevance for selecting a solution provider
§ Selection of communication channels for gaining visibility along the decision process
§ Experiences through collaboration with solution providers
§ Development of new business solutions
Interviewed clients of different industries
Automotive
Insurance
Banking
§ Definition of the solution business
§ Strategic options
§ Examples of solutions
§ Market size and potential approach
§ Study - approach & strategic objectives
§ Study - overview of interviewed postal operators
§ Study - Postal insights & key learnings
§ Study - Overview of interviewed clients
§ Study - Client insights & key learnings
§ Summary & perspectives
Contents
Copyright © 2011 Capgemini Consulting. All rights reserved.
28 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Key statements of customers
Starting with a surprise in terms of the market potential of the solution business in the postal sector, a bright understanding has been developed
Copyright © 2011 Capgemini Consulting. All rights reserved.
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“The postal business is based on mail delivery, not on the delivery of
solutions”
“We prefer a one-to-one executive communication and to talk to
executives who are in the same situation as we are”
“For me arvato is the leader in the area of solution business in Europe, good to know that posts are planning to enter this market
as well“
“Solutions should be developed together with the solution provider”
Key results clients
The way the customer is addressed by the solution provider determines the solution provider’s success level
Copyright © 2011 Capgemini Consulting. All rights reserved.
30 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Readiness/ experiences
Success factors
Marketing
Collaboration
§ Higher “full“ outsourcing readiness by medium-sized companies § Outsourcing of general services high (e.g. document management, print services, etc.) § Outsourcing of several services required but not necessarily to postal operators (e.g. HR/
payroll solutions) § Outsourcing of sensible services (sales planning) not required by clients
§ Rather customized and not individualized solutions are promoted to the clients § A clear 1-to-1 communication is required § Mostly informed about solutions through cases, advertisement in search engines, online publicity (e.g. website) and top executive events
§ Clients look especially on the pricing, the quality of the solution delivery but as well on skills of the employees, trust, industry know-how and IT security § Customer orientation, time to react, flexibility and references play a subordinate role § The market position of the provider seems to play no relevant role (à but could become
K.O. criterion concerning long list)
§ Direct contact between solution provider and customer is highly required by the customer § Personal and communication of reference projects § KAM or joint customer team lead § In part development of common pilot projects
A greater readiness for outsourcing is noticeable in the less sensible business fields
Copyright © 2011 Capgemini Consulting. All rights reserved.
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Yes
No
Abstention
Print/ fulfillment services
Customer data management
Call center processing
PoS communication/ optimization of
processes at the PoS
Media planning/ media selection/ direct
marketing
A B A B A B A B
A B A B A B A B
A
B
Outsourcing readiness in general
Outsourcing readiness to postal companies
Customers: outsourcing readiness in general vs. to postal companies
HR/ payroll solutions
Sales planning and steering
Document management
§ Definition of the solution business
§ Strategic options
§ Examples of solutions
§ Market size and potential approach
§ Study - approach & strategic objectives
§ Study - overview of interviewed postal operators
§ Study - Postal insights & key learnings
§ Study - Overview of interviewed clients
§ Study - Client insights & key learnings
§ Summary & perspectives
Contents
Copyright © 2011 Capgemini Consulting. All rights reserved.
32 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Talking about the solution business, relevant key learnings have to be kept in mind highlighting the opportunities and the market potential
Copyright © 2011 Capgemini Consulting. All rights reserved.
33 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Summary & perspectives
Postal operators
§ Most operators are looking ahead to developing solution business/ digitalization and tailor-made solutions
§ Their strategic intent is focused mostly on securing long-term revenues
§ One face to the customer: nearly similar organization in the go-to-market process through responsible parties as the KAM, R&D and the marketing department
§ Media selection depends on target clients (c.f. government and industry clients)
§ A top-down approach is needed for a global understanding of the solution business
Perspectives § There is a clear trend towards a tailored solution business although
there might still be huge differences in the level of implementation § Clients are generally willing to outsource even when the decision is also affected by the industry and size of the client
Clients
§ 2nd tier companies seems to be more open for full outsourcing than big companies
§ Clients would outsource general services but sensible fields would not necessarily be outsourced to postal companies
§ Customers require close contact to the solution provider
§ Perception of the solution provider, especially online
ü
Thanks!
Copyright © 2011 Capgemini Consulting. All rights reserved.
34 2011-10 PIEF ATHENS - SOLUTION BUSINESS AS GROWTH AREA FOR POSTAL OPERATORS V1 0 DIRK PALDER_EDIT.PPTX
Dirk Palder Capgemini Deutschland GmbH Germany Phone: +49 221 912644100
+49 151 4025 2222 E-mail: dirk.palder@capgemini.com Twitter: www.twitter.com/#!/dirkpalder Website: www.capgemini-postalservices.com Address: Konrad-Adenauer Ufer 7
50668 Cologne
Contact
Another adequate definition of “solution business” is provided by ITSMA
36
“Solution” is one of those slippery words that can mean anything and everything. Working with some of the world's top technology companies, ITSMA has developed a
useful definition:
"A solution is a combination of products and/ or services with intellectual capital, focused on a particular customer problem
and driving measurable business value."
It's a bit dense, and doesn't exactly roll off the tongue. Nevertheless, ITSMA has found that it clicks with both buyers and sellers, given its emphasis on solving specific
business problems with measurable business value. Understood as such, the "S" word transcends the hype and provides important direction to business strategy and
operations.
Source: ITSMA
ITSMA definition
top related