Thursday 28th October 2010

Enhancing yourTranspromo Strategy

Enhancing Transpromo

• Introduction to IOS

• The Landscape...

• What is it ?

• Who’s doing it ?

• Drivers and Challenges

• Opportunity & Benefits

• Examples

• Ingredients to make it work

• Conclusion

Overview of DST Systems

•$2.3 billion turnover group - DST Systems Inc

•Employing over 13,500 people, serving 55 countries

•Output facilities in the UK and North America

•Over 2.5 billion secure communications per annum

•eServices business formed in 1996 now processes more than 3 billion

online transactions each year

•One of the worlds largest B2B/B2C eServices providers

•Pioneers in TransPromo in the UK and the leading exponent globally

•Newly formed UK group - Innovative Output Solutions

Innovative Output Solutions

•New UK Print and Communications Group formed September 2010

•Formed through merger of DST Output in the UK and Dsicmm (DST 65%, Dsicmm 35%)

•IOS Group services portfolio:• Complex data driven solutions

• Leading edge digital and litho printing

• Traditional print and Direct Mail services

• Postal and delivery solutions

• Range of eServices

•All supported by a unique development platform, integrated workflows and

internal business continuity

•Committed to providing excellent service, flexibility and innovation in

communications from 6 sites throughout the UK

•Turnover of £130 million, 1,300 staff with over 500,000 sq ft of production

Group Service Offering

Dagenham

•Marketing Communications

•Transactional

•Trigger Mailings

•Regulatory DocumentsCut sheet laser

Colour digital print

Sheet fed litho

Intelligent enclosing

Bristol

•Bulk statement/invoices

•White paper/full colour

•eDeliveryHigh speed colour digital print

Cut sheet laser

Intelligent enclosing

Northampton

•Marketing and Regulatory

MailingsCut sheet laser

Colour digital print

Sheet fed litho

Machine & hand enclosing

Polywrap

Peterborough

•Marketing and Regulatory

MailingsCut sheet laser

Colour digital print

Sheet fed litho

Machine & hand enclosing

Polywrap

Manchester

•Marketing Communications

•Regulatory Documents

•Paper and eDeliveryContinuous & cut sheet laser

Colour digital print

Web & cut sheet litho

Intelligent enclosing

Jarrow

•Pick and Pack Fulfilment

•Response Handling

The Landscape

• ... and most of this mail fails to connect to mass media campaigns being

executed or to drive revenue

• 90% of all company communication today still relies on print

• 15% of corporate revenue is spent on publishing costs, including

customer directed statements and direct mail

• 75% of statement mail is in the bank, credit card, telephone, insurance and

utility segments...

Enhanced Transpromo - What is it?

• Measurable

Multichannel Transpromo ‘Precision Marketing‘

• Transpromo

• Multichannel

• More effective Customer communication

• Content and Data driven

Who's doing it?

• On-line

• On-Paper

• On-high-volume essential communications even less?

• Joined up between all the above

Online advertising

Media trendsSource: Warc Source: comScore Inc

Internet Versus TV Adspend, 2009

THE UK IS THE ONE OF THE FEW DEVELOPED ECONOMIES WHERE INTERNET ADVERTISING SPEND HAS GROWN LARGER THAN TV

UK Top 15 web destinations - total unique visitors and time spent, February 2010

Drivers and Challenges

• Useable ROI

• Virtuous CYCLE

• Customer Retention

• Complexity

• Relevance

• Security

What about privacy? Gartner perspective

What is the average lift you typically see with your coordinated/integrated

marketing effort?

Source:

FAKENo real understanding or relationship, but

attempts to simulate one

“Dear Mr. John Doe”

BLATANT ABUSE“Let us emphasize how much information we

have on you”

“Dear John, we noticed...”

JUNKNo real understanding or relationship, nor

any appearance of one

“Dear Valued Customer”

SERENDIPITYSeemingly fortuitous offering of the right

product at the right time

“Dear John, we thought...”

Perceivedlevel of

targeting

Actual level of targeting

HIGH

LOW

LOW HIGH

Opportunity and Benefits

• 360 experience - more customer insight ?

• Using the Statement data to drive both content and contemporary insights

• Making relevant offers based on the channel

• Improved loyalty

Examples - Consumer

• Retail credit card - effective transpromo paper solution, including

purls and urls.

Stage 1 – design workflow

Stage 2 – HTML Content

Stage 3 – Paper Content

Examples - Consumer

• BENEFITS:

• ROI – the existing workflows meant that online content could

be generated without any additional investment in software or

process

• Improved loyalty – no actual figures, anecdotal based on

web-site traffic & increase in message volumes.

Examples - Business• Asset Management - collaboration on content to generate up to the minute fund performance reports

tailored to individual investors. Printed on paper and made available online to intermediaries improve

the sales process

• BENEFITS:

• Improved customer service

• Reduced Lead times

• Drove traffic to the web-site

Behind the scenes - workflow

1: Storage1: Storage

2: Account Management2: Account Management

3: Operations3: Operations

5: DP5: DP

9: Comms9: Comms

9: Comms9: Comms

1: Storage2: Account Management3: Operations4: Maintenance5: DP6: Email Delivery7: SMS Delivery8: Web Hosting9: Comms10: 3rd Party11: DR12: Payment Processing

1: Storage2: Account Management3: Operations4: Maintenance5: DP6: Email Delivery7: SMS Delivery8: Web Hosting9: Comms10: 3rd Party11: DR12: Payment Processing

Behind the scenes - operational

Ingredients Needed

• Communications strategy

• Content management and workflow

• Delivery channel management

• Metrics and feedback

Conclusion

• More complex than it sounds

• A response to a more sophisticated consumer

• Obligation on the company to know their customer

• Can contribute to Loyalty and Brand strength

• Probably unavoidable

THANKYOU