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Value of Dynamic Communications

Darren Collins, PMM – SP | Sept 2016

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GMCCanon Session

Sep 2016

Agenda

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The digital transition opportunity

1

Where the value lies2

Sample applications3

How you can get there4

Lower volume = reduced revenue

Increased volume AND increased value

The Challenge Opportunity you face

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The cause of the digital transition

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Cost But now…Consumer demands

Improved Customer

Experience

(More efficient business

processes)

Dynamic Communications extends the CCM story

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PrintOnline

(DC)

Mobile

app

Print

Online (DC)

Costs

€3m /

€5m+

Savings

€1.5+

million

Omnichannel comm. Business Case

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GMC

customer engagement

Value - not production cost

Value measured by what it does, not about speed and cost.

Reliable payment

Faster payment

Upsell opportunities

Driving referrals

Reduce cost of payment

Avoiding the call center

First quote to client

Fastest contract delivery

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Applications

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Target applications for SPs

Invoices / Statements

Complex documents

(e.g. Welcome Kits)

Forms and Processes

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Application samples

http://innovation.gmc.net/dyncom/intropage.html

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1. Bill / Invoices & Statements

Statements & bill payments

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• Faster, trackable delivery & open rates• Self-care reduces the number of calls to

call centres when sending statements

Millions of statements

& bills sent every year

20% saving on call

centres workload

Avg. payments lag

reduced by 7 days

• No change to internal business process• Minimal impact on IT• Rapid implementation

Next -> Reduce fraud, cut costs & speed money collection

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€20 to €30 saving per transaction

Phase 2 = Mobile Application

Extract, check &validate

No fraud

SCATTA UNA FOTO

Upsell opportunity

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Consumer loan repayments

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Value proposition

Up to 20% reduction in call centre with personalised self-service

Reduced payment times – cash flow €m

Preferred customer experience – 80% opting full digital

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Complex documents(Welcome kits etc)

Welcome kit

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Upsell opportunity

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Value proposition

More businesses can send Complex Documents

10% Reduction on call centres - €10 / call

Product upsell opportunities – 60% in first 30 days

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3. Forms and processes

Digitalizing forms & small processes

Digital transformation

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Application forms

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Feedback questionnaires

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Printstream re-purposing and e-signature

emailing

e-signature

enterprise

printing mailing signature on paper

Legacyprintstream

Signed document is returned in weeks

GMC repurposing

-> (days)

Legacy data flowTo be abandoned

Signed document is returned in minutes

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Value proposition

Reduce drop-out – 50% (paper) to 20% (digital)

Increased revenue from extra days earlier sign-up

A fully processed form saves €4 upwards

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How to achieve these?-> Build on assets you have

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Repurpose legacy print streams

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Re-use print content -> digital

Data driven graphics

Promotional messaging with

whitespace management

Response tracking

Design integration Dynamic content

Vivid color

High production-

speedQuick design

and previews

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Reuse existing workflows

Print ready

PC / Phone / Pads

Inspire Designer

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Summary

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DC Cost saving More Customer Engagement

Allows customer to interact

DC positioning summary

33

Saves stamp

Better than PDF

Complex documents

Private bank StatementStatement

Less call center

Client satisfaction

Better content legibility

Bill / statement with active feedback

Direct upsell

Client self-support

Increase market share

Client self-on boarding

Process digitization

Self-service forms and payment

Digital contracting process

Quantum leap in value proposition

80% of FSI Mobile content

DC as part of mobile app

DC as an output solution DC output + input solution DC mobile app

Val

ue

Axi

s

2016 - © GMC Classification: CONFIDENTIAL

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