Print and beyond insights Transforming transactions to engage customers Roger Christiansen Ricoh Europe
Jan 14, 2015
Print and beyond insights
Transforming transactions to engage customers
Roger Christiansen
Ricoh Europe
Agenda
Customer Experience Management – the next big thing for marketers?
Where transactional comes in The perfect storm - using the latest technologies to enhance
customer experience through transactional documents Customer references Ricoh solutions Summary
10/04/2023 Version: [###] Classification: Internal Owner: [Insert name] 2
Customer Experience Management – the next big thing for marketers?
10/04/2023 Version: [###] Classification: Internal Owner: [Insert name] 3
Customer experience management (CXM) now a key focus area of Marketing Departments
In competitive consumer industries, organisations focused on the customer journey
Document Processes have a big impact on Customer experience and satisfaction
60%+ would switch to another provider
Where transactional comes in
Customer documents – the bills, statements, letters, formal communications – are a key element of document processes.
Transactional documents have a key but often overlooked role in customer experience.
10/04/2023 Version: [###] Classification: Internal Owner: [Insert name] 4
The iceberg effect: Transactional
documents are “below” the waterline and out of
sight of Marketing Departments
The perfect storm
10/04/2023 Version: [###] Classification: Internal Owner: [Insert name] 5
Change
Focus on Customer Experience
Recognition of value of transactional documents
New technologies enabling cost-effective Colour documents
Opportunity to redesign and
enhance transactional documents
Enhancing transactional documents
10/04/2023 Version: [###] Classification: Internal Owner: [Insert name] 6
Consolidation of separate content – such as
inserts and flyers – to create a more effective, clearer document with greater impact
Multi-channel print, mobile and online
content linked together
Targeting of the message and customer
experience, tailored to individuals and segments
even in the same print run
Docapost
10/04/2023 Version: [###] Classification: Internal Owner: [Insert name] 7
Challenges• The challenge for Docapost-DPS is to help its clients
communicate more effectively and cost efficiently with their customers.
• Looking to add value through design improvements, such as incorporating colour and personal messaging in documents
• Minimise production costs by introducing more efficient, automated processes.
Solution• Ricoh InfoPrint 5000 printers, automated duplex line• AFP Architecture• PANTONE plus certification and solvent free inks
Results• Added value services• Faster throughput• Controlled workflow• Lower production costs• Full production back up
Transactional
Ricoh’s InfoPrint® solutiontransforms documentproduction processes
“The InfoPrint® technology revolutionised production processes, providing an industrial solution to growing client demand. Offering added value services to our clients has helped us win new business and establish a leading position in the document processing market.”
Arnaud de La Passardière, Directeur de la DivisionEditique at Docapost-DPS
Multi-Post
10/04/2023 Version: [###] Classification: Internal Owner: [Insert name] 8
Challenges• Develop card mailing business• Create professional design templates• Incorporate client data• Print high impact collateral• Integrate plastic cards
Solution• DirectSmile® design software• Variable text and graphic content• Ricoh Pro™ production cut sheet printers• Offset print quality• Integrated with card delivery system• Case Study
Results• End-to-end solution• Professional design capability• Fast high quality throughput• Fully automated• Endlessly scalable
Transactional
Colour transpromotionalprint adds value toplastic card distributionservice
“Ricoh helped us develop our card mailing system, providing the know-how and support to link their intuitive design software and productive print technology with the Datacard® MXD™ card delivery module. The integrated solution is fast, reliable and costeffective. It has become a key part of our service offering.”
Bram Boekema, Proprietor
Ricoh solutions for Transactional
Digital Printers
– Mono – Black and White Cutsheet and Continuous Form Production Printers
– Colour - Colour Cutsheet and Continuous Feed Inkjet Printers
– Finishing - wide range of options
Software and Solutions– IPPD – AFP and PDF
– BARR EOM
– Personalisation software
10/04/2023 Version: [###] Classification: Internal Owner: [Insert name] 9
Summary
A perfect storm ? opportunity for PSPs / in-house Print and Mail to reengineer the customer experience
Opportunities for smaller PSPs – it’s not just a market for large Outsourcers with Continuous Feed
Find out more on the Ricoh Business Driver Portal
Ricoh-europe.com/printandbeyond
10/04/2023 Version: [###] Classification: Internal Owner: [Insert name] 10
Thank you
11