Unleash Your Statements’ True Potential
Daniel Kim | Product Marketing ManagerSean O‘Donovan | Vice President, Marketing
Agenda
Purpose of a Statement Business Challenges with Poor Statement Design Benefits of a Better Looking Statement Designing Best in Class Statements Statement Delivery Statement Trends Colour Printing
What is The Purpose of The Statements You Issue?
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Statements – Purpose
Provide customers with a record of account(s) and transactions for a defined period Demonstrate compliance
with regulatory mandates
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Potentially What Else?
Customer communications vehicle A key element in an integrated
marketing program or campaign A tool to reduce customer
service overheads A tool to reinforce your
brand with your customers
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Business Challenges with Poor Statement Design
Customer dissatisfaction Call centre inquiries for statement related complaints typically
range between 20-35% Brand deterioration & missed brand impressions Legacy systems and custom coding make it difficult to respond
to statement change requests High costs associated with monthly
statements
3,000 Messages Per Day
The average North American is exposed to 3,000 of marketing messages per day
We’ve trained ourselves to zone them out
What Gets Read? They also receive between 15 to 20 transaction documents
per month It’s the ONE type of mail that 95% of people open And spend an average of 2-3 minutes reading!
1. Improved Branding2. Improved Customer Experience3. Reduced Call Centre Inquiries4. Targeted, Personalized Marketing in Multiple Marketing Message
Zones5. Rich Text and Images6. Decreased Costs7. Broader Design and Layout Options8. Check Image Support 9. Deliver a Better Look Online10. Staying in the Game
Benefits of Great Looking Statements
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An Opportunity Exists
• Create a delightful customer experience• Positively impact customer service• Expose and cross sell
products and services via marketing messages
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Design
What Should A Statement Do?
Facilitate communication Market brand consistently Be convenient
– Find key information on statement easily– Be easy to read
Provide an opportunity to cross sell and up-sell additional products & services
Form Follows Function
Ergonomics– logical flow…
important information first– comfortable– do not hunt for info
Smart documents– display what is necessary– remove what is not necessary
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Document Reengineering Focus time and effort on design that affects the impact of the
documents purpose
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Use space efficiently… Proportional fonts vs. Fixed width fontsUse narrow if applicableLegal Well designed, user friendly, intuitiveThe reader should not have to think about it Consider print and electronic
production realities
Fonts: Type Style & Size
• Use solid, plain easy to read fonts– Some people may prefer a larger type size – Twelve point is a good size for most writing– Ten point is the minimum size to use
• Don't ..– Combine more than three different
fonts on the same page –busy and confusing for the reader
– Use all capital letters – ITS HARD TO READ
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Fonts: Type Style & Size
Serif or Sans Serif?• A serif typeface makes text easier to read
– Leads your eye from letter to letter• A sans serif typeface is good for titles
– Draws your eye down into the body of the text
Serif fonts – Times New Roman, Constantia, New Century
Schoolbook
Sans serif fonts– Arial, AvantGarde, Calibri
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Better Looking Statements – A Great Customer Communication Vehicle…
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From This To This
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Better Looking Statements – A Great Customer Communication Vehicle…
Brand Reinforcement
Personalized contacts
Easy to read and decipher
Targeted Marketing Messages
Creating Best-In-Class Statements
• Ideally – tightly integrated with banking/brokerage system– Data redesigned from the ground
up using enhanced data from core system
• Allows Personalized & 1:1 marketing down to customer level– More effective messaging– Better communication of your
offerings
Template should vary from front vs inside pages
Advanced Statement Design
Differential templates for print statements vs. eStatements (B&W and/or colour)
Advanced Statement Design
Ability to append check images (various layouts) or to add promotion materials to statements – inserts, newsletters, notices.
Advanced Statement Design
Statement Trends
Statement Trends – Present and Future
FROM TO
Print and mail only Online statement options
One data stream Multiple, merged streams
Single item printing Multiple item printing
Black and white Full Colour
Differential Bundling
Embedded Links
Allows them to respond in real time to a marketing promotion
Clickable ad that takes reader directly to relevant web content
Clickable link in text based ad that takes reader directly to relevant web content
eInsertion
Doxim BPM Doxim ECM
Statement Data from Core Processing System
Content
Insert /newsletter served up IN THE SAME PDF as the statement when user opens the statement online
Print Lettershop Mail
Data Insertion & Merging
Doxim ECM
Doxim BPM
Print Lettershop Mail
Statement Data from Core Processing System
Supplementary Data File
Supplementary Data File
Data Insertion: Allows supplementary data to be added to the statement data stream before processing e.g. Airmiles Points on Mastercard
Data Stream Merging: Allows two separate print streams to be merged together post processing, before printing/ output e.g. Adding newsletter to statement print run
Color Printing
eDelivery Savings Colour Printing
Laggards
Customer cost
Doxim average e-delivery Doxim best practices
E-delivery
adoption
SavingSaving
eDelivery Trends Average “opt-out from printed statement” > 50% Doxim top 10 percentile of clients > 85% eDelivery
Doxim Offering
Doxim Statement Solutions
eStatements
Better Looking Statements
Enhanced data streams
eInserts and eNewsletters
In-line Newsletters
Color printing
Visit www.doxim.com to learn more
Contact us: [email protected]
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