doxee - xplor webinar: an introduction to self-serve customer communication management
TRANSCRIPT
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POWER TO THE PEOPLE
EMPOWERING CUSTOMERS
THROUGH SELF-SERVE
COMMUNICATION MANAGEMENT
Presenter:
KASHIF MAHBUB Vice President, Marketing
Doxee
DOXEE.COM
FACEBOOK.COM/DOXEEINC
@DOXEEINC
@KASHIFM
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Cloud Adoption: A Status Update We have come a long way in just 12 months!
Cloud and CCM Taxonomy Untangling the web of acronyms
Self-Serve CCM: A Primer A subset of Cloud CCM…and then some
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Self-Serve CCM: A Vertical Application Step-by-step breakdown of a SS-CCM workflow 4
AGENDA
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Cloud Adoption Enterprises large and small and across a wide
range of industries are moving their applications
and infrastructure to the cloud at a rate we have
never seen before.
Technology Adoption Curve
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Source: CROSSING THE CHASM by Geoffrey Moore
Innovators Early Adopters Early Majority Late Majority Laggards
Th
e C
ha
sm
Techies/
Brave hearts
Crossing the Chasm
Pragmatists
Skeptics
Visionaries
Conservatives
CLOUD ADOPTION
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Recent Gartner Survey Results
38% of all organizations surveyed indicate cloud services use today
Source: Gartner
CLOUD ADOPTION
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Recent Gartner Survey Results
38% of all organizations surveyed indicate cloud services use today
80% of organizations to use cloud services in some form within 12 months
Source: Gartner
74%
26%
Non-SaaS
SaaS
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Recent Forrester Survey Results
Source: Forrester Research
Adopting Cloud-based Financial Systems
CLOUD ADOPTION
YES
NO
2013
87%
13%
2012
YES
NO
61%
39%
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Recent Forrester Survey Results
Source: Forrester Research
No Plans of Adopting Cloud-based Financial Systems
CLOUD ADOPTION
2013
HAVE PLANS
NO PLANS
37%
63%
HAVE PLANS
2012
NO PLANS
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CLOUD BENEFITS REVISITED
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Benefits even more pronounced than before
FASTER
DEPLOYMENT
MEASURABLE
USER
ADOPTION
LOWER
IMPLEMENTATION
COSTS
NO
INFRASTRUCTURE
COSTS
LOWER
TRAINING COST
REDUCED SUPPORT
EXPENSE
REDUCED (OR ZERO)
UPGRADE COSTS
OP EX VS. CAP EX
BUDGETS EFFECT
PREDICTABLE
FINANCIAL
PERFORMANCE
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Cloud & CCM Taxonomy
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“If you can’t explain it
to a 6 year old, you
don’t understand it
yourself”
CLOUD & CCM TAXONOMY
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CCM
Cloud CCM
Self-Serve CCM
Vertical
Industry
Applications
‣ CUSTOMER
COMMUNICATION
MANAGEMENT (CCM)
‣ CLOUD CCM
‣ SELF-SERVE CCM
‣ INDUSTRY VERTICAL
APPLICATIONS
Untangling the Acronyms
DOXEE CLOUD CCM PLATFORM
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Self-Serve CCM An application or subset of Cloud CCM geared
towards the business user for rapid campaign
design, development and deployment.
SELF-SERVE vs. GENERIC CCM
‣ User experience
‣ Business-user oriented
‣ Wizard-based/automated process workflow
‣ Multichannel centric approach (not print centric)
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KEY DIFFERENTIATIONS
SELF-SERVE vs. GENERIC CCM
UX is as important as its
business application
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KEY DIFFERENTIATIONS
User
Experience
(UX)
SELF-SERVE vs. GENERIC CCM
Enterprise software
is no longer just for
IT users
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KEY DIFFERENTIATIONS
BUSINESS
USER
CENTRIC
SELF-SERVE vs. GENERIC CCM
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KEY DIFFERENTIATIONS
Point-n-click ease to
design campaigns,
compose documents,
build workflows
WIZARDS
SELF-SERVE vs. GENERIC CCM
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KEY DIFFERENTIATIONS
Smart, mobile devices as
a communication channel
cannot be an afterthought
anymore
MULTI-
CHANNEL
CENTRIC
SELF-SERVE CCM
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ESSENTIAL ELEMENTS
USER
PORTAL
WIZARDS
COMMUNICATION
TEMPLATES
PROOFING
WORKFLOWS
DASHBOARDS
SELF-SERVE CCM
1. User Portal
- design a new
document/template
- start a new campaign
using provided
templates
- re-launch a past
campaign
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ESSENTIAL ELEMENTS
USER
PORTAL
SELF-SERVE CCM
2. Wizards
- User hand-holding
throughout the
process
- Reduced time-to-
market
- Corporate compliance
and control
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ESSENTIAL ELEMENTS
USER
PORTAL
WIZARDS
SELF-SERVE CCM
3. Communication
Templates
- Designed for the
business user
- Eliminate need of full-
featured document
composition systems
- Templates reduce
time to market
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ESSENTIAL ELEMENTS
USER
PORTAL
WIZARDS
COMMUNICATION
TEMPLATES
SELF-SERVE CCM
4. Proofing & Workflow
Management
- Onscreen preview of
the entire campaign
- Complete process
chain proofing
- Review/Approval
hierarchy & process
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ESSENTIAL ELEMENTS
USER
PORTAL
WIZARDS
COMMUNICATION
TEMPLATES
PROOFING
WORKFLOWS
SELF-SERVE CCM
5. Dashboards
- Multichannel
communication
tracking
- Business analytics
- KPI monitoring
- Report presentation
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ESSENTIAL ELEMENTS
USER
PORTAL
WIZARDS
COMMUNICATION
TEMPLATES
PROOFING
WORKFLOWS
DASHBOARDS
SELF-SERVE CCM
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CASE STUDY
SELF-SERVE CASE STUDY
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Auto Dealership Cross-media Campaign
Step 1:
User
Portal
Step 4:
Dashboard
Step 2:
Design
Wizard
Step 3:
Proof &
Produce
‣ User login to
campaign portal
‣ Campaign Templates
presented based on
user profile (designer,
marketing manager,
production..)
‣ User chooses the
desired template
‣ Campaign Wizard
launches with chosen
template ready for
editing
‣ Campaign source
information (e.g.,
name/location of a car
dealership)
‣ Based on user info,
wizard shows relevant
sub-templates (e.g.,
coupons for free
wheel rotation, etc.)
User chooses set of
sub-templates
‣ User uploads new
data file or chooses
from one from a list of
data files already
available
‣ An instant proof is
generated. User
approves / has option
to edit template/data
‣ User approves final
proof for production
and logs out
‣ Campaign portal
generates print and
digital output and
feeds them to
distribution system
‣ Distribution system
delivers output
datastreams/PDLs
‣ APIs, web services
and other integration
channels deliver data
from all distribution
channels back to the
main system
‣ Dashboard presents
business analytics =
input and output data,
statements printed,
emails/SMS’
delivered/not
delivered, website
visits, etc – in an easy
to read interface
