successful customer communication with adobe adep

© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential. 1

Welcome

Adobe & Customer Experience Management

Introducing the Adobe Digital Enterprise Platform

Customer Experience Solutions – Part 1 - Customer Communication

Customer Experience Solutions – Part 2

Partnering with Adobe

13:00 Closing comments

Agenda

© 2011 Adobe Systems Incorporated. All Rights Reserved. Adobe Confidential.

Customer Experience Solutions – Customer Communications Dieter Hovorka | Technical Manager MENA/MED/SAH, Solution Consulting


Adobe’s Customer Experience Solutions

Adobe Digital Enterprise Platform

Adobe Customer Experience Solutions

Web Experience Management

Social Brand Engagement

Selection & Enrollment

Unified Workspace

Customer Communication

s

Integrated Content Review

BUSINESS

IT

Learn Validate Decide Use Commit


The Challenge: Rising Expectations for Engagement

4

Customers want the right communication at the right time through the right channel

• Timely

• Accurate

• Convenient

• Secure

• Relevant

Yet 82% of consumers ended a relationship with a business due to a poor experience. Almost half of those turned to a competitor.


Bulk Statements

Bulk Statements

Customer Correspondence

Customer Correspondence

Useful, personalized, differentiated

Efficient, compliant, agile

The Challenge: Efficient, Engaging Communications

5

Enga

gem

ent

Cost Per Transaction

underutilized customer touch

point, lost opportunity

labor, compliance, IT reliance,

multiple systems


Interactive Statements

Correspondence Management

Solution: Customer Communications solution

6

Engaging, efficient communications that are right for your customer and best for your business

Reduce Costs Increase Sales Increase Compliance Increase Loyalty

Enga

gem

ent

Cost Per Transaction


DELIVERY AND ARCHIVING

DOCUMENT ASSEMBLY

Customer Communications: Core Capabilities

7

CORRESPONDENCE MANAGEMENT

Improve Correspondence Management by centralizing and managing the creation, assembly, and delivery of secure,

personalized, interactive correspondence.

CREATION OF CONTENT AND TEMPLATES


BUILD LOYALTY

CROSS-SELL AND UP-SELL

Customer Communications: Core Capabilities

8

INTERACTIVE STATEMENTS THE CUSTOMER STATEMENT IS A GREAT OPPORTUNITY TO

Transform Static Statements into a Dynamic, Two-way Customer Engagement Channel

ENABLE SELF-SERVICE


Your Priority: Improve Customer Experience & Loyalty

9

Challenge

Static one-way communication wastes opportunities to connect with customers and build loyalty

Solution

• Rich, personalized experiences • Improved convenience using embedded

interactive self-service capabilities • Ensure consistency and timeliness across

communications • Include tools to help and advise


Your Priority: Improve Compliance and Agility

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Challenge

Lack of controls raise compliance risks, undermine brand image, and make correspondence harder, slower, & more costly to manage

Solution

• Minimize IT reliance • Simple UI for business users to quickly

respond to content & templates changes • Shared, centralized content repository • Audit trails to enforce policies


Your Priority: Boost Productivity and Reduce Correspondence Costs

11

Challenge

Costs associated with ensuring compliance, labor, and maintaining separate correspondence systems.

Solution

• Simple UI for front-line employees to: • Use pre-approved or ad-hoc content • Preview documents • Replace many systems with one unified

communications platform


Your Priority: Reducing Call Center Costs

12

Challenge

Exploding call center costs and stalled adoption of online services

Solution

• Self-service options with-in the statement

• Embedded chat options drive requests to lower cost channels

• Include tools to help and advise


Your Priority: Increasing Sales and Margins

13

Challenge

Under-utilized marketing channel on a regular customer touch point

Solution

• Include personalized, targeted offers customers can instantly act on

• Improve conversions with rich, Flash-based experiences

• Instrument, analyze and optimize


AIB Significantly Improves Process for Outbound Communication

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• Significantly improved process for outbound correspondence

• Improved audit capabilities

• Enhanced user interface

• Created a platform for future enhancements

• Replace a manual outbound correspondence system

• Introduce an automated audit process for swap confirmation deals

• Deliver an automated review and approval process of swap confirmations

Allied Irish Bank (AIB) Financial Services

Challenges Results


IRMF Improves Statement Access For Members and Employers

15

• Improved service delivery to employers and members by delivering correspondence online faster and more efficiently,

• Accelerated the generation of member statements by 68%

• Drove additional value from investments in legacy systems

• Provide members and employers with efficient, secure access to IMRF documents

• Improve the ability for IMRF employees to complete work items in a timely fashion

• Improving document archiving processes

Illinois Municipal Retirement Fund Government

Challenges Results

“Adobe enables IMRF to deliver better service to its employers and members by producing and delivering correspondence faster and more efficiently, and by improving operational effectiveness,”

Curtis Walter, eService systems manager, Illinois Municipal Retirement Fund


Secure, Interactive Electronic Billing Statement

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• Reduced costs of processing bill payments

• Improved experience for customers

• Secure electronic delivery of customer statements

• High costs of processing bill payments

• Low adoption of existing electronic billing solution

• Electronic delivery method that ensures security of customer information

Large U.S. Wireless Carrier

Challenges

Results


E.ON Impacts the Bottom Line

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• Provided a flexible platform to support 1,000 end users

• Increased customer satisfaction

• Boosted revenue

• Improved employee productivity

• Simplified integration and lowered maintenance costs

• Enhanced correspondence with partners and employees

• Reorganizing the business by separating its sales and customer care divisions

• Processing 1 million correspondence letters generated by over 1,000 users across sales and marketing

• Increasing complexity and cost to maintain systems due to the organization

E.ON Power and Gas Industry

Challenges Results


State-of-the-Art Correspondence Management System

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• Delivered an innovative correspondence management system on an aggressive schedule

• Increased process efficiency and reduced errors and administrative costs

• Improved consistency of customer service

• Delivered standardized format for customer communications

• Automating client correspondence

• Standardizing on a consistent brand

• Eliminating data errors and process redundancy

• All of the above with a short timeline

Large German Insurance Company

Challenges Results


Demo


The Solution: What Sets Adobe Apart

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Interactivity • Let customers respond to communications • Leverage free Adobe Reader & Adobe Flash

Player



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Secure Delivery • Only authorized recipients can open • Customers can be sure it is from you


Player



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Secure Delivery • Only authorized recipients can open • Customers can be sure it is from you

Extensibility • One platform for all correspondence types • Streamline correspondence processes • Expand to other Customer Experience

solutions


Player


Louis the XIV said once: „everything starts with the customer.“


How to win big with Customer Communication Objective: Select 1 of your top suspects and plan the engagement strategy

24

CxO LOBs

Legal, Customer Services

Head of Corporate Marketing

Identify Target Executive Sponsor

Title: _______________ Name: ______________

Primary Entry Point

& Path


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successful customer communication with adobe adep

Business

adobe confidential

adobe systems incorporated

efficient communications

interactive correspondence

center costs challengesolution

toa poor experience

manual outbound correspondence

improved process