Digital Transformation“You need to transform your business by applying digital thinking across everything you do.”—Forrester Research, March 2014
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Age of Consumer
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Digital Disruption in Our World
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Pressure to automate and simplify
business processes
• Customer Expectations – Fast response; seamless
experience any time, anywhere
• Cost containment – Improve bottom line
performance (savings of up to 90% possible*)
• Competitive Threats – small nimble companies
empowered by cloud, global service infrastructure
stealing customers
Office of the Future fueled by
mobility, personal productivity• Technology decision making shifted to LOB
• Mobile workers and departments focused on
productivity in a mobile world
• Emphasis on top-line growth, by whatever
(technology) means necessary
*McKinsey & Co., 2014
Digital Transformation
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Airbnb earned $632M in New York City in just
one year, and caused the Parisian hotel
industry to lose $250M in 2012.
Uber is challenging taxi and car ownership
businesses.
Walmart is actively recruiting top talent from
Silicon Valley.
Digital brings disruption and also significant opportunity.
Highest-growth companies are those leveraging digital approaches.
High-growth companies use data and
analytics to improve marketing impact:
86% vs. 65%
High-growth companies recognize the strategic
importance of digital channels:
84% vs. 67%
High-growth companies provide a
consistent experience across all channels:
80% vs. 59%
Revenue creation
Market Valuation
Profitability
Digirati Fashionistas Conservatives Beginners
+9%
+25%
+12%
+6%
–11%
–12%
─10%
+9%
+7%
– 4%
– 24%
–7%
Digital leaders get the best financial results.
Source: MIT Sloan/Cap Gemini
Accenture, 2014
Many Business Processes Still “Untamed”
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Sales & Marketing•Customer & Sales Portals
•1:1 Campaigns
•Data Analysis
All Departments•Social Media Use
•Collaboration
•Document Sharing
•Printing
Front Office:
Enhance engagement
with customers
Back Office:
Improve and streamline
all your operations
Finance/Accounting•Accounts Receivable
•Accounts Payable
•Asset Management
Legal•Contracts
•Compliance
HR •Records
•On boarding
•Approvals
•Time Off
Business
Operations•Claims
•New Accounts
•Account administration
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Digital Disruption in our Customers World
Trusted Advisors & Support
Technology Stack
Systems of
Engagement
Systems of
Record
ERP
CRM
ECM
HR
Business WorkflowsDrive overall business-wide
productivity, reducing cost and
increasing transparency
Personal WorkflowsDrive personal productivity around
discrete documents and ad-hoc
relationships
Streamline processes
to greatly reduce
costs
Establish new levels
of engagement &
collaboration
Transform &
simplify
customer
interactions
Business Value Stairway
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Value
Proposition
Reduce
Operating
Costs
Optimise
Customer
Experience
Digitise paper for
better access
& compliance
IMPROVE
Visibility of
Information
ACHIEVE
Operational
Excellence
INCREASE
Customer
Intimacy
DELIVER
Organisational
Agility
Business Evolution
Embedded Capture
Print/Copy Tracking
Intelligent Capture
Content Management
Print Management
Print-on-Demand/Mobile Print
Intelligent Capture
Content Management
Workflow Automation
Mobility
Case Management
Customer Communications
Software & Solutions Technology Stack
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Intelligent
Capture
Content
Management
Workflow
Automation
MFD Fax Email Mobile WebSmart Forms LOB Systems
Core technology and service components – the foundation for customer solutions
Con
tin
uo
us Im
pro
ve
me
nt
Data
and W
ork
flow
, P
erf
orm
ance A
naly
tics
Tru
ste
d A
dvis
e &
Su
pp
ort
Consultin
g,
Pro
fessio
na
l S
erv
ices,
Support
, O
pera
tio
ns
Process, Automate and Integration
Industry (Vertical) Solutions
Multi-channel ingestion, capture and smart processing
Securely, store, share and manage information
Documents StoreShare &
CollaborateSearch Secure Mobile Lifecycle Forms Workflow
Customer
Communications
Multi-channel Personalised Customer Communications & Content Generation
Management
Administration and management of print equipment
Cost Recovery Security Sustainability Utilisation
Wiki/Blogs
Administer
Documents Mail Email Web Mobile Social SMS Video Dashboards eCommerce Call Centre
Cross-Industry (Horizontal) Solutions
Onra
mp
Off
Ram
p
Mobile Rules Reporting
Automate and simplify our customers’ business processes with a focus on eliminating inefficiencies from paper-based workflows.
Workflow Automation
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As part of our clients’ Digital Transformation, we
are typically being asked to help our clients:
Improve the Customer Experience
• Digitise customer engagement
• Digitise legacy products and services
• Guide customer experience using predictive analytics
Improve Operational Excellence
• Extend digital universe to suppliers, partners and employees
• Remove cost from all areas of operations
• Automate processes for agility
Intelligent Capture SolutionsImport and digitise content from a variety of sources
into enterprise systems and processes.
Challenges It Addresses
• Helps make the transition from paper to digital, while enhancing
the value of the remaining paper in their business processes.
• Removes content silos and complex steps from processes that
involve physical documents.
Benefits and Expected Outcomes
• Significantly reduces paper in general office applications.
• Provides easier access to digital technology.
• Enables multi-channel and consistent capture of and access to
digital material.
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Content Management SolutionsEasily capture, store, share and transform paper-based and electronic documents with Enterprise Content Management, either on-premises or delivered as an on-site Software as a Service (SaaS) offering, with included services for configuration, implementation and support.
Challenges It Addresses• Automates business processes to take minutes instead of weeks.
• Speeds information to customers; increases satisfaction and loyalty.
• Standardizes your business processes and achieves compliance.
• Integrates with your environment, including your multifunction printers.
Benefits and Expected Outcomes
• Reduced Cost: Remove cost and complexity from document-centric workflows.
• Increased Employee Productivity: Enable workers to process and use documents more effectively.
• Lower Liability and Risk: Automated, repeatable processes support process optimization, risk assessment, audit reporting and compliance.
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Customer CommunicationsPersonalised, relevant, multi-channel communication solutions which improve interactions, growing revenue and customer engagement
Challenges It Addresses• Enhancing customer experience to retain/grow
• Dynamic Personalised two-way communications across the channel mix (email, web, print, social, etc)
• Measureable ROI
Benefits and Expected Outcomes• Enhance customer loyalty/advocacy
• Provide a consistent experience across all channels
• Use data & analytics to improve marketing impact
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Workflow Automation Approach
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Domain Expertise• Dedicated industry and process experts ensure quality recommendations
• Deep bench of technology platforms and staff drive successful outcomes
Methodology• Assessments identify macro trends within an organization or process
• Big data analysis identifies trends across millions of data points
• Industry aligned methodologies assure project success.
Platforms• Cloud and on-premises platforms for content management, business process
management, image capture and transformation, business process automation
• Data extraction from enterprise systems
Professional Services• Certified solutions architects and delivery teams ensure rapid time to deployment
• On-site, near-site or offsite service capabilities
• Global delivery and management, with 24/7 monitoring and support
Combining experience and vision to drive innovation across your business.
Print Management SolutionsHelp customers manage and control the use of documents within their organisation while controlling costs.
Challenges It Addresses
• Wasting time, money, and resources due to inefficient printing and copying
• Inaccurate distribution of expenses due to unknown usage of equipment by various departments or cost centres
• Breakdown in security due to confidential or sensitive printouts lying around the office unclaimed
• Lost productivity through the use of cost control tools that are difficult to use, implement, and maintain
• Draining IT support resources with excessive printing-related calls to the help desk
Benefits and Expected Outcomes
• Gain new insight into your printing operations and increase cost recovery by accurately charging documents to departments or cost centre codes
• Control access to reduce waste by determining who can print or copy to what devices and how much
• Maintain security and confidentiality by requiring users to release prints at the device when they enter their PIN code
• Boost employee productivity by allowing users to output documents closer to where they're needed and avoid devices that are inoperable
• Speed ROI with centralized equipment administration to reduce IT resource requirements, improve service levels, and lessen demand on help desks
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86CONSULTANTS
have more than
950Yearsof combined experience
in Information Technology
Our people have made Fuji Xerox Australia what
it is today - a leading edge document technology
and services company. We are a values based
organisation and our customers are at the centre
of everything we do.
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