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© icon, 2012 | Your Name

DOCCM Document Output for Customer Communication Market (© Forrester)

Leo Miklas CEO ICON International

DOCCM (Document Output for Customer

Communication Market)

Agenda

• Introduction icon / ICON

• Why DOCCM?

• Why now?

• Why icon?

• Unbundling Communication

• Structured – On demand – Interactive

• Automation – Personalization

• System architecture

• Summary

• Questions

2 © icon, 2012 | Leo Miklas

icon Suite | DOCCM | Agenda

icon Suite | DOCCM | Introduction icon © icon, 2012 | Leo Miklas 3

icon Systemhaus GmbH

icon Systemhaus GmbH offers comprehensive customer correspondence

solutions to renowned

insurance undertakings, banks, utilities and industrial enterprises for more than 16 years now

in it’s Stuttgart-HQ, icon Sytemhaus GmbH employs more than 110 highly qualified specialists

icon Suite covers the complete range of

high-volume, interactive and process-oriented functionalities (DOPiX product-line)

Enterprise-ready CaseManagement-Solutions (including ECM/ECI) (COPiX product-line)

and is used for the most sophisticated types of customer communication

Currently 50+ customers in Germany, Switzerland, Austria and Luxemburg

rely on icon as their competent innovation partner and

advisor who supports them when it comes to maximizing their strategic customer communication

icon Suite is far more than just a solution

The icon community is a strong network of excellent experts - it consists of customers, partners and

specialists who work closely together to continue to improve icon Suite

icon Suite | DOCCM | Introduction ICON © icon, 2012 | Leo Miklas 4

ICON International Software Distribution and Services AG

ICON International Software Distribution and Services AG, based in Vienna,

Austria is responsible for the international business development

The stakeholders of the company include icon Systemhaus GmbH, key players from both companies

and external investors

ICON International has built a team of international specialists based in different European countries and

has since developed projects in Russia, Denmark, Italy and beyond

Through its local partner organizations in several other countries, ICON International is constantly

expanding the market for the icon Suite.

Facts & Figures

Founding Date: August 3rd, 2011

Legal entity: Joint Stock Company / currently 13 Shareholders

Current market coverage: Russia, Italy, Scandinavia & Baltics, UK, CEE and beyond

Partners: Technology Estate srl, CROC, RDTEX, Icon UK Ltd., SIA “dpa”, Positive Concepts Estonia

Certifications

IBM Advanced Business Partner

SAP certified

Company History More than 16 years of experience and expertise


icon Suite | DOCCM | icon Experience

2001: First icon Suite installed

1995: icon Systemhaus GmbH established as a

consulting company

1995 1998 2001 2003 2005 2010

2005: icon/Editor – an efficient WYSIWYG

editor

1998: Development of icon Suite started

2003: Modular design of icon suite further enhanced

2006 - 2011: Various icon modules:

/Desktop, /Designer, /Flow, /Stacc, /Console, /Mobile and many more.

2010: icon/XOMConnect SAP certified

2011: Partners in Russia, Italy

2011: International expansion: ICON International AG

established

2011 2012 2006

2006: icon/Admin – configuration of the document creation

process

2012: New Partners Latvia and in the UK

Solutions for Market Leaders


icon Suite | DOCCM | Market success

Did you know that

70% of Germany’s 30 biggest insurance companies,

Europe’s largest direct bank,

Europe’s largest automobile club,

have chosen to use icon?

The icon Suite over time

icon Suite | DOCCM | References

© icon, 2012 | Leo Miklas 7

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012

German

Herold

LVM

Insurance

Karlsruhe

Insurance

Nürnberger

Insurance

Allianz Life

Kreditanstalt

für

Wiederaufbau

Stuttgarter

Insurance

DEVK

DEURAG

ING-DiBa

Swiss

Ausgleich-

Kassen und

Sozialvers.

1st project in

Switzerland

GAD

Volkswohl

Bund

R + V

Luxemburg

1st project in

Luxemburg

Signal

Iduna

Mannheimer

Insurance

R + V

Insurance

VHV

ADAC

Deutscher

Ring

Provinzial

Nordwest

UNIQA

1st project in

Austria

ERGO

Insurance

GEZ

Generali

Insurance

„Why should you talk about

Customer Communication?“

icon Suite | DOCCM | Why ? © icon, 2012 | Leo Miklas 8

more important

more complex more costly

• Business Card

• Customer Experience

• Time to Market

• Technical and Legal Quality

• different output channels

• different countries

• different languages

• different brands

• different business systems

• Time spent

• More than one system

• Corporate design

• Change requirements

€€€

!

„Printing has no lobby“

• Output as hidden cost trap

– how many people – in how many departments – using how many different applications – on how many different platforms – create documents for customer communication ? – (paper, e-mail, pdf, sms, portal, etc.)

• Printing has no lobby

– Printers are not expensive, but their operation is – Document creation is not magic, but can cost (see above)

• The best text system it one you don’t see

– The time spent one can use much more productive

• Word & Co are not for operative business processes

– i.e. one doesn’t need over 100 font’s in a business process

icon Suite | DOCCM | Printing Lobby © icon, 2012 | Leo Miklas 9

@ - Cloud

„Why should you talk about

DOCCM now?“

icon Suite | DOCCM | Why now ? © icon, 2012 | Leo Miklas 10

Challenges

Increase M & A,

Internationalization

Competition, time to market

DOCCM Systems have no lobby !

Highly underestimated topic

Innovation hangover

Technology changes

Increasing costs of current systems

Increasing TCO’s for Additional requirements

The later one starts fixing the problem the more expensive it gets!

„White Paper Solution“ • Changes of physical printing

– The quality of digital printing has increased from “good enough” to “close to Offset” – The price of color page printing decreases significant – Production processes change dramatically – The new “economy of scale” (volume advantage) changes the landscape from In-house-

to Outsourced Printing

• What is substance of the “White Paper Solutions” – Savings for Model Forms of

• Forms • Attachments • Envelopes

– Savings of Infrastructure Costs – Increase of Production flexibility

• What are the advantages – Much higher Production flexibility – Self-contained documents easily can be integrated into other Output-Channels (i.e.

Archive, E-Mails, Portals, etc.) – Time to production can be reduced dramatically – Opening towards Multi-Channel Communication

icon Suite | DOCCM | White Paper Solution © icon, 2012 | Leo Miklas 11

„Communication Pattern“

• E-Mail replaces Letter “Digital Immigrants”

– Free Text and PDF-success are sufficient technical basic conditions

– Legislator creates basic conditions with the citizen portal law

– Increasing reduction of letter volumes (not limited to transactions)

• Facebook & Co. replaces E-Mail “Digital Natives”

– “Always Online” with always smarter devices

– A4 – metaphor doesn’t count any more

– Old Applications don’t work any more

icon Suite | DOCCM | Communication Pattern © icon, 2012 | Leo Miklas 12

„Why should you talk

to ICON about DOCCM?“

icon Suite | DOCCM | Why now ? © icon, 2012 | Leo Miklas 13

icon’s DOPiX DOCCM Suite development is in line with the requirements

Industrial strength

More than 200.000 end user licenses

State of the art solution fits exactly the business needs for improvement of customer communication

One system for high volume output (i.e. 2 mio. documents in 15 min on just one server

very user friendly interactive documents

on demand single documents delivery without intervention

Permanently improved and developed together with users

Powerful additional modules available, like Template development workflow

Integration of archived documents in new output documents

Sophisticated usage statistics on document components and templates, etc.

Easy to use XML interface between business applications and DOPiX including

single document feedback tracking

Bundled DOCCM vs. Unbundled DOCCM

Application Framework

Business

App. 1

i.e. TIA

Business

App. 2

i.e. CC

Business

App. 3

i.e. SAP

Doc. 1 Doc. 2 Doc. 3

Application Framework

Business

App. 1

i.e. TIA

Business

App. 2

i.e. CC

Business

App. 3

i.e. SAP

Neutral Document Output Infrastructure

DO

PiX

icon Suite | DOCCM | Document Output Infrastructure


€€€€€

€€

How Forrester Research sees

the output market and what DOPiX covers

DOPiX

icon Suite | DOCCM | Output Market by Forrester


DOPiX System architecture

icon Suite | DOCCM | DOPiX System Architecture


DOPiX/Mobile

icon Suite | DOCCM | DOPiX/Mobile


DOPiX Modules

icon Suite | DOCCM | DOPiX/Desktop


DOPiX / Desktop

icon Suite | DOCCM | Case Management Solution


COPiX - Content Processing in eXcellence

Key benefits for

different groups within a company

• Marketing – fast to market, easy to modify

– serial letters

• Sales – flexible,

– offers, contracts,

– always correct and always complete

• Claims Handling

– the REAL customer experience!

– partly automatic plus

– Individual letters

icon Suite | DOCCM | Key Benefits


• I T

– does not have to worry about business document changes and styles

• Finance – no repeat work,

– conditions and pricing

– large cost savings by using best technology for the company, ROI

• Legal, Underwriter – always correct,

– no miss or wrong usage possible

– policies and conditions

– risk limitation

Summary - Key benefits

• One System covers batch, interactive and on demand correspondence

• All text centralized in one system (cost, time, quality, compliance benefits)

• Company wide control/overview over multi-channel correspondence

• Multiple distribution channels - online, offline, mobile, archive, paper, e-mail, etc.

• Companywide corporate identity management (i.e. styles, fonts, logos, elements, structure, terminology, …)

• Companywide legal compliance control

• Supports multilingual correspondence

• Central correspondence archiving

• Flexible workflow tool for new template creation

• Technically platform independent, Java based

• Simple user interface, drag and drop template creation

• Flexible user roles management

• as much automation as possible as little interactivity as needed

icon Suite | DOCCM | Key Benefits


THANK YOU !

Leo Miklas

ICON International

Software Distribution and Services AG

Regus Vienna Twintower

Wienerbergstrasse 11/12A

A-1100 Vienna, Austria

+43 664 356 56 90

[email protected]


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