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Driving digital success…with flawless executionOmnichannel Coordination (OCC)

Casper Bech Andersen, May 2019CCM usergroup

Our Company History

1986 1993 2012 2017 2018

GMC is Founded

Based in Switzerland, GMC begins reselling

high speed printers and providing hardware

integration services for the print industry

Renamed to GMC SoftwareDr. René Müller refocuses the company on software

development and releasese PrintNet, which

becomes the leading solution for variable data

and personalized document printing

Acquired by Neopost

GMC Software is acquired by Neopost

Launch of Quadient

GMC Software rebranded as Quadient

Digital Advantage

SuiteQuadient introduces

Digital Advantage Suite, introducing the ability to power documents using

interactive forms

1998

New Czech R&D Centre

GMC Software opens the first R&D centre in the

Czech republic in the city of Hradec Králové. Our

current CTO is one of the first to be hired at the

new office

Göltenboth Matti Company

World’s largest CX team

Over 350CX innovators

Process driven innovationMajor releases approximatelyevery months

Quadient is positioned to innovate

Release every

4-6months

19,000+ days of innovation a year

Frequent quality audits20

2019 - © Quadient Classification: CONFIDENTIAL

Copyright 2017. This is for internal purposes only.

Deliver exceptional omni-channel communicationsCreate, approve and deliver compliant, accurate and personalized communications across all channels, with little reliance upon IT.

The Quadient Digital Story…now with OCC


Design omni-channel experiences to improve the

customer journey

Coordinate omnichannel strategies to increase success rate

Drive flawless execution of omnichannel strategies

Understand your customers’

journey

Customer Journey Mapping

Dynamic Communications, DAS, Interactive, Designer

Scaler, IPS, Inspire Cloud Services

OMNICHANNEL COORDINATION


Problem StatementWhile 73% of consumers use multiple channels to make purchasing decisions

businesses still struggle to successfully execute omnichannel strategies that go outside of email marketing.

Quadient SolutionQuadient empowers business users to take full control of how and when

omnichannel experiences are executed increasing customer engagement and response rates by more than 50%.

Delivering a great omnichannel customer experience is like playing

the world’s hardest game of Connect the Dots

(Marketing Sherpa, 2018)

Problem validation and why OCC exists


The industry needs help!

– “Over 90% of marketers struggle to seamlessly connect more than three channels on the buyer journey" (https://www.gartner.com/marketing/multi-channel-marketing/)

Rated #1 strategic investment area by DPO/SP clients

– In a recent survey of 25 of our largest and most influential DPO/SP clients – “Omnichannel management” was rated #1 (with 84% considering it strategic)

Accelerate digital adoption and transformation

– Reduce complexity, time and cost to access channels

https://www.gartner.com/marketing/multi-channel-marketing/

What is Omnichannel Coordination?

Omnichannel Coordination is a cloud solution that enables business users to manage when and how omnichannel experiences are executed through a simple drag and drop interface. It coordinates content between the channels and helps increase customer engagement and response rates.


Key Challenges: How is “coordination” done today?

Customers can only manage co-ordination between some

channels mainly email and SMS

Other Omnichannel solutions often do not extend beyond the awareness stage of the

customer journey (marketing)

Outside of a marketing automation tool, channels are coordinated via manual scripting and coding at the back end which is complex, costly & difficult to change

Scripts are created by a technical users which means business users have limited

control on how omnichannel strategies are executed

Marketecture diagram: How it works!


Channels

ScalerOn premise

Secure Cloud

IT Users configure and “create channels”. They define the requirements for that channels but not

the template/content.

Business users create “delivery rules” here. This

is where they select & coordinate the channels and template/content to

be delivered.

Scaler executes the delivery rule following steps and

conditions defined by the business user.

Key capabilities

define available channels

Assemble use of channels

Select content

[Optionally] -Edit content

within Interactive

[Optionally] -Link to the customer journey

Monitor performance

& adjust

Omni-channel in action


Email with link

(including reminder

notification)

Mobile content delivered

(if mobile known)SMS with link

Welcome kit in the post


The demo


The demo – PART 1


The demo – PART 2


The demo – PART 3


Horizontal Use Cases: These can be applied to any industry!

Automated A/B testing• Define sample size of

customer base (e.g. 10%)• Choose email variants

(subject/content/sender)• Send equal number of each

Choose Winner Based on open rate (for

A/B Subject) Based on click through

rate (for A/B Content) Send winner to remainder

Email bounce-back

-> print

Email not opened ->

SMS

Mobile app not available-> send email link for DC to

client

A/B Testing on multiple

email content / subject etc


Use Case: Insurance


• Attempt Email• If bounce, send SMS to

request email address• Update DB with corrected

email address & re-try email

• Print if email unsuccessful

Aim – Reach customers by digital channels when issuing Welcome Kits (where the customers respond to those channels). Capture and update contact records.

Use Case: Banking


• Trigger email & SMS automatically after customers visit certain parts of the website (or perform certain transactions) – data from analytics platform

• Includes follow-up emails or SMS on first non-response

• Use print if no response after extended period

• Interactive supports CJE’s editing content.

Aim – to empower 100’s of Business users in the various lines of business to execute their own focussed automated campaigns Campaign

Workflow

MonitorCampaigns

Use Case: Service Provider


• Saving postage costs• Legislation now permits digital

communications in “opt-out” mode

• As well as reducing postage costs where possible, it also allows more rapid communications

• SMS then email is most effective / efficient in their territory (PDF/DC links)

Aim - Service Provider needs to accelerate their clients’ adoption of “digital first” strategy following legislative changes in their country.

Use Case: SP in trial


• Current scripted approach – evaluating OCC

• Click through:– Email only = 19%– SMS only = 24%– Both = 36%

• DC content => high click-through rate

• Growing figures as client moves customers to digital

Benefits for Enterprise / SP Clients


• Direct control over how channels / content are used to engage customers• Improve speed to market of changes & monitor effectiveness

Empowering business users

• Industry open rate 20% in finance (MailChimp) -> 30%+ eGlue (email/SMS)• 5% click-through rate (MailChimp – email) –> 25% Link Digicom (DC)

Improve customer engagement

• Use print at the most appropriate/effective points to engage customers • Reduce cost of using print for communications where digital is preferred

Maximize print effectiveness

• Track unopened messages & resend through other channels • Ensure compliance with industry regulations

Ensure regulatory messages are read

Benefits for SP / Enterprise IT teams


• Built-in connectors for Messenger email / SMS, DAS / notifications and producing print based content

• Inbuilt dashboards for easy monitoringRapid set-up

• €70K for entry level scripted solution (1 FTE for 1 year) vs <€20K for Discovery OCC package

Reduce implementation

costs by 70%

• Wider offering -> support more projects -> more volume for SP / IT teams can respond to broader enterprise needs

• Visibility -> Evolve SP relationship and perception from print commodity supplier to “valued business partner”

Improve digital capability

Questions?


Finovate demo


Thank you!


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