ENHANCE YOUR CUSTOMER COMMUNICATIONS WITH OMNI-CHANNEL EXCELLENCE

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ADDRESS INCREASING CUSTOMER EXPECTATIONSIN AN EVOLVING COMMUNICATION LANDSCAPE

In the digital economy, communicating with your external and internal customers is becoming increasingly complex – and increasingly critical to your organization’s success. Today’s customers, business partners and employees demand choice in the way they interact with you and in the type and frequency of communications they receive.

As the number and complexity of internal and external interactions increase, many organizations struggle to effectively manage and monitor their multifaceted communications data and delivery channels. This results in process costs that are too high, in addition to strained internal resources, low productivity and slow and inconsistent customer communications. All of these factors heavily impact on the organization’s image and bottom line.

For our clients it is key to address both their internal and external customers in the right way, at the right time and in the right manner in accordance with the communication content. Swiss Post Solutions (SPS) offers solutions for multiple communication channels and enables its clients to interact with their customers at the right time and through their preferred channel with the right content.

SPS builds the best fit solution, based on a leading technology, to meet both back office and customer facing requirements and ever changing demands, in order to create an efficient communications process for all the stakeholders and an outstanding customer experience.

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ARE YOUR PROCESS COSTS STILL TOO HIGH?

Studies show that manual and physical document and communications processes lead to high costs and low productivity – and also tie up valuable resources:

Gartner Researchestimates that the average cost expenditure for manual query processing is €31.73.

Giga Information Grouphas ascertained that a copy is requested for 8% of all bills.

Forrester estimates that the variable paper and postage costs for a classic bill amount to €1.77; Gartner Research sets them as high as €3.17.

IDC predicts that in less than five years, half of the leading companies worldwide will depend on their ability to create digitally-enhanced products, services, and experiences for their future business.

KeyPoint Intelligence’skey findings discovered that enterprises are increasingly turning to outsourcing providers to produce their print and manage the complexities of data-driven communications, instead of investing in the costly upgrades needed to modernize their internal operations.

HfS Researchestimates that 44% of enterprise leaders believe the most challenging aspect of executing customer engagement is understanding customer expectations and preference.

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INTRODUCINGTHE OMNI-CHANNEL COMMUNICATIONS SOLUTION

Global Data Management

SPS Client

Omni-Channel Solution

Swiss Post Solutions

Reaction of recipient

Data transferView recipient activity

Reporting

OMS

Message Centre

Profile Database

Billing & Rating

User & System Audit

Omni-Channel Management Enhance Your Customer Communications 5

Recipient Activity

Swiss Post Solutions (SPS) delivers services across your entire document output management process and has developed a flexible and scalable process platform that enables any type of physical or electronic document to be transformed and communicated as required. SPS

leverages its modern, stable, standardized platform to centrally and securely manage client data and optimize all document and communication processes without risk – minimizing your document management and correspondence costs, while increasing productivity and transparency.

Physical Mail

Standard E-mail

Secure Mail

Mobile

Global Data Management

Recipient

Communication channels

Omni-Channel Solution

Swiss Post Solutions

Archive

User Management

Query Management

Web Forms

System to System

Social Media

Fully interactive(Forms, payment document uploads,queries etc.)

Online portal

FLEXIBLE AND RELIABLE MANAGEMENT OF ALL YOUR DOCUMENT OUTPUT

Our Omni-Channel solution has been adopted by a wide range of industries, including:

– Helping a major financial institution to standardize and flexibly transfer over 125,000 physical and digital bank statements and other business-critical documents per month.

– Providing a national transport provider with a secure digital communication channel to deliver sensitive HR documents to tens of thousands of employees, supporting their ISO14001 Environmental Management Program.

– Allowing an international manufacturer to consolidate and manage invoice distribution from a single supplier, covering 8.3m images annually, across 16 countries.

– Enabling a global energy company to consolidate print and electronic fulfilment providers across 7+ countries.

ArchiveReporting

UserManagement

OMSBilling & Rating

Query Management

Message Centre

User &System Audit

Swiss Post Solutions Omni-Channel document management services cover all categories of physical and digital corporate communications, whether with customers, employees, other businesses or government entities:

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Free choice of the communication channel for the recipient

BtoB

BtoE

BtoC

BtoG

Communication with other companies Invoicing Dunning Data sheets Forms management

Communication with employees Salary statement Travel expense report Application for vacationAssignment for services

Communication with customers Statements of account Bills Forms management

Communication with governments PEPPOL standard compliant Partnership with Trustweaver VAT signature compliance in both pre and post audit countries

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FULL-SPECTRUM COMMUNICATION DELIVERY

We take care of all your physical and digital documents and processes, using an integrated, centralized platform to steer and direct your communications to the individual recipient through the full range of physical and electronic output channels.

We also manage your input channels to provide an end-to-end, closed-loop system across your document and communication lifecycle. Using Robotic Process Automation (RPA) and Artificial Intelligence (AI) software, our Global Delivery Platform can process responses to your communications, returned documents, and general queries, and direct them into specific workflow processes and business areas within your organization.

Mailroom Services Document InputProcessing

IntelligentAutomation

Business ProcessService

Document OutputProcessing

– Receive

– Sort

– Deliver

– Scan

– Workflow

– Archive

– Scan

– Index

– Capture

– Extract

– Deliver

– Artificial Intelligence

– Robotic Process Automation

– Validate

– Verify

– Check

– Execute

– Process

– Create

– Dispatch

– Print

– Send

Omni-Channel Outbound

Omni-Channel Inbound

CASE STUDY FINANCIAL SERVICES INSTITUTION

Via our platform, a leading international financial institute transfers its transactional documents more flexibly.

Challenge:

No consistent standard for the delivery of transactional documents:

– Need for a standardized process throughout its European affiliates for transferring bank statements and similar documents.

– No possibility of electronically transferring bank statements and other documents as an alternative to physical printing and mailing.

Solution:

Omni-Channel Solution for the flexible transfer of documents:

– Takes over the entire process of sending out bank statements and other documents.

– SPS manages and carries out all processes – from receipt of documents to transforming and sending them out electronically or physically.

– Letters are printed on the same day at the Document Output Centre and prepared for international distribution.

– A total of 125,000 documents are processed each month. – The full-service process is currently deployed in Austria, Germany, Romania, Czech Republic, with further European countries planned.

Video: SPS’ Output Management Services

End-to-Endprocessing of the respective files

Competencelevel in processing and financial market expertise of staff is high

Securityand quality standards are enhanced

Flexibilityin handling increased file volume

Benefits:

CASE STUDY NATIONAL TRANSPORT PROVIDER

Challenge:

Introduce a secure digital channel for delivering sensitive HR documents to staff:

The client’s Human Resources (HR) service center was looking for a practical solution that would allow it to send documents including pay slips, expense statements and staff memos to employees through a secure, electronic channel rather than by physical post.

Solution:

Hybrid physical/secure email communication via the SPS platform:

– Handling of all physical documents for communication with employees since January 2012.

– Staff members were subsequently given the choice to opt for electronic communication by secure e-mail.

– Registration via personal code. – Receipt of personal documents in the recipients’ email account through IncaMail, a secure and fully tracked service of Swiss Post Solutions.

– Assistance during the entire launch phase, informing staff of the new communication service.

Our solution enables our client to securely deliver digital documents to its employees.

Benefits:

efficientuser-friendly and flexible communication with employees

secureand fully traceable digital communication channel with IncaMail

Savingsin postal rates, fast and secure communication

Supportof client’s corporate responsibility programs

Learn more about our solutions

«The advantages gained in terms of efficiency and flexibility were so significant that we are now fully dedicated to the path of digital transformation.»

Customer confirms considerable gains in efficiency and flexibility:

SUPPORTING YOUR DIGITAL TRANSFORMATION

The digitization of inbound and outbound document processes and the automation of Omni-Channel processes are crucial to sustainable commercial success. Swiss Post Solutions provides a cost-effective way for you to transition to and integrate a range of electronic options alongside traditional print media, for both internal and external processes and communications.

We work with you to design and configure the ideal solution for your business, ensuring the optimum mix of physical and electronic output channels to address the needs of your customers. We also proactively manage your digital transformation programs, supporting both you and your customers in your digital adoption journey.

Our services include:

– Enclosing flyers with physical mail consignments.

– Managing your e-mail campaigns. – Adding intelligent QR codes to documents to simplify the registration procedure.

As your organization develops in the digital age, we work with you to understand and prepare for your future requirements and identify opportunities for additional operational efficiencies. This may include exploiting data analytics to drive business intelligence, or expanding the channels under management in line with technological or social media advancements.

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1. Starting point

From the outset, we provide advice and analysis, which results in a statement of requirements document that details your business needs and the scope of the service delivery model.

2. Transformation

We integrate technology and service components into the business environment, determine socially acceptable human resources models, and define training and professional development concepts.

3. Operation

We assume full responsibility for the defined areas and processes. We drive change, problem identification and resolution, quality and service levels, reporting and business analytics and knowledge management to ensure continual process improvement.

Our implementation methodology is designed to address the issues that are most common in transitioning from physical to electronic customer service delivery. Such issues include:

– Managing the concerns of internal and external stakeholders, of changing business processes, role and responsibilities and systems.

– Addressing the lack of client information that is required to manage communication through multiple channels.

– A lack of internal knowledge, experience, or skilled resources to manage such a migration project.

– Focusing on tactics, at the expense of developing a strategy and plan that allows for constant evolution and delivers year-on-year operational efficiencies.

IMPLEMENTING YOUR SPS SERVICE

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SPS’s output management solution offers innovative ways of increasing operational efficiency, while improving customer relationships and loyalty.

INNOVATIVE TECHNOLOGYENHANCES CUSTOMER COMMUNICATIONS

Your Benefits:

Greater Economies through reduced operational, production and distribution costs – achieve up to 80% savings in cost per document.

Enhanced Customer Satisfaction by optimizing communications through their preferred interaction channel.

Removal of Organizational Bottlenecks by streamlining, centralizing, and standardizing communications data and processes using a single-vendor solution.

Increased Transparency and Control as well as management of documents and communications via a global process platform, providing a centralized archive and comprehensive reporting capability.

Protection of Sensitive Datathrough the highest security certification standards, and tracking of all process steps through a closed-loop system.

Flexible and Scalable Solutiontailored to manage your physical and electronic documents and communications – geared towards supporting your digital transformation.

Swiss Post Solutionswww.swisspostsolutions.com