capability statement - direct marketing company & …...into unique personalised customer...

CAPABILITYSTATEMENT

www.bluestardirect.com.au

ii www.bluestardirect.com.auii www.bluestardirect.com.au

1Blue Star DIRECT Capability Statement

Overview of Blue Star DIRECT C What do we do? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

C Our clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

C Our services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4

Data Services C Data services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Full Colour Digital Print C Personalisation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

C Quality and cost . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

C Print to digital (and back again!) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Electronic Digital Services C Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

C SMS and mobile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

C Landing pages and PURLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

C Personalised video . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

C Digital communications consultancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

C Electronic archiving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

C Example of on-boarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Inbound Capabilities C Scanning and digitisation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

C Return mail / scanning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Quality, Data Security and Privacy C Quality, data security and privacy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Contents

2 www.bluestardirect.com.au2 www.bluestardirect.com.au

“ We ensure that customer journeys are automated, intuitive and deliver an experience that is second to none .”


WHAT WE DO?For almost 40 years, Blue Star DIRECT has been providing superior cross-channel communications solutions to Australia’s biggest brands.

Blue Star DIRECT’s DNA is in direct marketing and data management . At our core is our ability to capture data from disparate sources, clean, de-duplicate and process that information and then guarantee delivery across multiple customer touch points .

We efficiently solve the problem of turning a company’s data into effective communications that delivers results . Our fully-integrated end-to-end products and services span both outbound and inbound communications .

We’re able to optimise the customer experience for our clients by executing automated and intuitive communications via full colour digital print, email, SMS, mobile or personalised video .

We leverage best-of-breed technologies and have the skills in place that make it easy to:

C Hyper-personalise your communications utilising any number of variables

C Communicate via your customer’s channel of choice

C Maintain your data’s integrity, security and privacy

C Report, track and analyse your customer’s response .

The results speak for themselves . The depth of our relationship with our clients is testimony to the quality, service and effectiveness of our communications solutions .

OUR CLIENTSOur clients include all of the major banks in Australia, Australia’s largest insurance companies, telecommunications companies and superannuation funds . We undertake work for State and Federal Governments, the Australian Taxation office and more than 40 local councils . We work for many Top 100 ASX listed corporations, and some of Australia’s best known publishers, largest retailers and consumer brands .

The most common problem we solve for all of our clients is in taking large complex data and quickly and efficiently composing effective communications that can be delivered via any channel .

OVERVIEW OF Blue Star DIRECT

Introduction

Blue Star DIRECT partner with some of the biggest brands in Australia to turn customer data into unique personalised customer journeys.

We turn your data into increased engagement and revenue.

4 www.bluestardirect.com.au

OUR SERVICES Whether you wish to communicate with your customers via full colour digital print, email, SMS, mobile, video or social media, Blue Star DIRECT can help you with:

C Personalisation – get closer to your customers by hyper-personalising your communications

C Cross-Channel Communications – communicate via your customer’s channel of choice, including digital print, email, SMS, mobile and personalised video

C Security – ensure you maintain your data’s integrity and security as well as your customers privacy

C Corporate Data Cleansing – remove redundant, duplicate and incorrect records from your CRM

C Consolidation – fuse your data into a single source, removing and/or connecting disparate systems, allowing for a single customer view

C Transition – transition from print to digital (and back again!), enabling you to move between communication channels, saving time and production costs

C Digitisation – transform your hard copy documents into easy-to-find digital formats .

Overview of Blue Star DIRECT continued...

We solve the communications problems our clients face.

We leverage the latest technologies to ensure that communication processes are streamlined and transparent.

We deliver optimised and intuitive customer communications via the consumers channel of choice.

5Blue Star DIRECT Capability Statement 5Blue Star DIRECT Capability Statement


“ We turn big data into unique personalised messages, delivered seamlessly to your customer’s channel of choice .”



We clean, de-depulicate and consolidate your data, removing redundant records from your CRM.

We protect the integrity of your data at all times.

All of Blue Star DIRECT’s services stem from our ability to efficiently work with large, complex and confidential data in a secure environment by utilising the best available software tools and IT platforms.

We can (and do) take files in a myriad of different formats via Secure File Transfer Protocol sites (SFTP) and clean, de-duplicate, and compose your data prior to processing .

Data security is paramount to our work . We encourage the use of file level encryption to further secure the data during transmission .

Blue Star DIRECT’s data centres are located off site, in ultra-modern premises

at St Leonards, NSW, and Port Melbourne, Victoria . There are robust and regularly tested Business Continuity and Disaster Recovery plans and procedures in place and 99 .98% uptime achieved .

We solve the problems many major corporations experience in completing the “last mile” of their marketing and communication plans – the transition from big data to a personalised message, delivered seamlessly, from a single data source, to your customer’s channel of choice .

DATA SERVICES

Our Services


“ Driven by customer data, using any number of variables, the result is engaging, effective print that cuts through and delivers ROI .”



Studies show that personalised print increases response rates by up to 30% and loyalty by up to 50%.

Blue Star DIRECT’s iGen 5 delivers beautiful offset print quality with the personalisation of digital print.

Personalisation allows brands to demonstrate a deep understanding of each individual customer, making them feel valued.

Digital Print is one of Blue Star DIRECT’s core services. We have best-of-breed equipment in place in all three of our production facilities.

This enables our clients to produce highly-personalised, exceptional-quality print, cost effectively . But our expertise is in our IT and composition skills – we can make the printed page personal, relevant and unique to each and every customer .

PERSONALISATION Blue Star DIRECT is the industry expert in working with clients to optimise customer data and create highly personalised messages .

Studies show that personalised print increases response rates by up to 30% . Hyper personalising increases brand loyalty by 26% in the short term and 50% in the long term . Personalisation allows brands to demonstrate a deep understanding of each individual customer, making them feel valued, and improving their customer experience and life-time value .

QUALITY AND COSTOur digital print capabilities mean that you won’t have to compromise on offset quality to achieve the hyper personalisation you need to ensure relevance .

And, because of the nature of digital print, the cost savings when compared to offset

are significant . We can eliminate base stock overs, integrate inserts into a single personalised document and print only the exact quantity required .

We can pre-populate forms with your customer’s name and address, account details or fund balance, greatly increasing the response rates and effectiveness of your message .

PRINT TO DIGITAL (AND BACK AGAIN!)In today’s digital world, to communicate effectively traditional methods often need to be integrated with electronic messaging, and increasingly to mobile devices . And at Blue Star DIRECT we consider the combining of print and electronic communications a core skill . We can seamlessly integrate print with email, SMS and personalised video and deliver messages to any device .

More than 80% of the printed Direct Marketing we produce for clients drives customers to digital channels and we have successfully undertaken digital transformation programs for many of our clients .

FULL COLOUR DIGITAL PRINT

Our Services


“ We work with our clients to overcome the challenges they face in executing streamlined and intuitive multi-channel customer journeys .”



We’re experts in executing email, SMS, mobile voucher and personalised video services.

We work with our clients to tackle the problems they face in executing seamlessly across digital channels.

All channels are integrated with the data capture, processing and composition functions to enable seamless delivery and integration.

As the digital market place has evolved rapidly over recent years, so too has Blue Star DIRECT’s digital offering.

Blue Star DIRECT are experts in digital communication, and provide email, SMS, mobile vouchers and personal video services to major banks, utility suppliers and superannuation funds . All channels are automated and integrated with the data capture, processing and composition functions to enable easy delivery across any channel .

EMAILWe work with a number of email and SMS blast platforms but our preferred technology is Salesforce Marketing Cloud (SFMC) . We are one of the largest users of SFMC in Australia . We operate both our own platform and platforms on behalf of our clients .

Our skills and services include:

C E-mail content composition and production, including development of templates and Journey Builder

C Sending of targeted emails to nominated client lists

C Comprehensive reporting that is tailored and targeted to ensure that the most insightful information is gleaned from email sends

C Consulting services on the implementation and operation of Salesforce Marketing Cloud .

SMS AND MOBILEDelivering your brand’s message directly to your customer’s smart phone or mobile ensures that you reach them on the go, in real time . It’s a very personal channel that cuts through to drive action .

Blue Star DIRECT can work with you on:

C SMS content composition for reminders, notifications and more

C SMS messages that include personalised URLs (PURLs) to drive customers to microsites or

C Integrating mobile technology and retail POS systems to transmit, receive, store and redeem retail vouchers in real time

C Providing an end-to-end digital marketing and transaction management platform .

LANDING PAGES AND PURLSWe deliver landing pages that can be highly personalised for each individual customer . You can link to PURLS from any of Blue Star DIRECT’s other channels including Direct Mail, SMS, email and video .

Our skills and services include:-

C Insightful reporting on Google Analytics metrics to better understand what is driving your customers to act

C Data collection through surveys and registration pages, collated and reported on through a secure portal, or e-mailed through periodically

ELECTRONIC DIGITAL SERVICES

Our Services


C Web hosting and domain name registration .

PERSONALISED VIDEOPersonalised videos allow brands to engage, connect with and motivate their customers by creating a unique and memorable experience .

Our cutting-edge approach:

C Utilises customer’s data, (such as billing information, account balance, purchase history or demographics) and produces a video unique to each customer . The personal variables in the video are limitless

C Is automated, and rendered to the mobile device in real time

C Allows us to deliver videos via email, SMS or print (using QR Codes, PURLs or interactive print)

C Is interactive – we can gather information from customers and potential customers from the video screen .

DIGITAL COMMUNICATIONS CONSULTINGBlue Star DIRECT are one of the largest partners of Salesforce Marketing Cloud (SFMC) in Australia .

We solve problems around the set up and implementation of the platform, establishing the data structure and automating the importing of data from third party systems . We can also automate the tracking of the export of data from SFMC to other systems .

We can integrate your SFMC platform with the Salesforce CRM and assist with campaign creation and execution . We provide consultancy services, best practice recommendations and training to ensure you

can get the most from your investment in one of the most advanced email platforms on the market today .

We can be available around the clock to provide support to your team, assist them with issues and problems as they arise .

For many of our SFMC clients we automate bounce backs to the digital print stream, ensuring your message is always delivered .

ELECTRONIC ARCHIVINGBlue Star DIRECT has been providing Electronic Archival solutions to Australian businesses for over 18 years, via our proprietary robust platform – SecurDOCS . SecurDOCS is an on-demand, secure, electronic document archival and retrieval solution that allows you to quickly and efficiently view original documents online in real time . We enable simple integration with legacy systems . The only requirement is Internet access and Adobe Reader . We have a simple approach to digital archiving .

The benefits of SecurDOCS include:

C Enabling all business units across your organisation to see exactly what communications customers have received, creating an improved customer experience

C Adding email and SMS functionality, allowing you to communicate with your customers via their channel of choice .

Electronic Digital Services continued...

Salesforce Marketing Cloud develops marketing automation and analytics software for email, mobile, social and online marketing.

Blue Star DIRECT is an expert in data migration and connecting multiple business units to a single cloud, ensuring our clients are maximising their Salesforce Marketing Cloud platform.

Specialise in 1:1 or group platform training.

Electronic Digital Services continued...


PERSONALISED VIDEO

wSMS CONTACT

CARD

CLIENT DATA

INCENTIVE / LOYALTY OFFER For Completing 4-Step Process

Client converts and connects with consumer

INTUITIVE LANDING PAGE

1

2

3

4

On-boarding landing page with 4 step process to complete. May feature personalised video.

Confirmation & Data Capture

Personalised Video and T&Cs

Contact Details and Cross-sell

Acknowledgement

Nudge CommsEffort 1

Nudge CommsEffort 2

Nudge CommsEffort 3

Nudge CommsEffort 4

eDM SMS DM

Engagement reports back to client

t

EXAMPLE OF ON-BOARDING


“ Increase efficiency with a single location for your documents . Scan, store and retrieve your documents on demand .”



Blue Star DIRECT’s inbound services close the document management loop.

Streamline workflows, execute digital transformation and increase business efficiency.

Blue Star DIRECT’s inbound and scanning services enable our clients to streamline workflows, execute digitisation transformation projects and increase business efficiency.

SCANNING AND DIGITISATIONBlue Star DIRECT has the systems, services, skills, experience, infrastructure, operational capacities and sites to receive, prepare, and scan diverse document types for the purposes of image and data extraction, validation, indexing and storage . On-demand web services allow stored images and data to be recalled by authorised users as and when required .

We can:

C Digitise paper archives, eliminating storage requirements

C Enhance poor quality images

C Batch scan documents, import bulk records and automate their indexing

C Create zones where data is used to index documents

C Notify clients when a document arrives in a specific archive

C Monitor email and automatically import and index messages based on agreed business rules

C Create automatic workflows and document routing .

RETURN MAIL / SCANNINGA Blue Star DIRECT return mail solution ensures you make the most of your returned mail . Our automated solutions commence when the article is produced and completes when your databases are updated .

This allows our clients to:

C Improve the quality of your database

C Reduce cost per article against manual processing

C Lower costs for communications execution and increase return on investment

C Maintain brand integrity by reducing aggravation to incorrect recipients .

Utilising the latest in programming techniques and high speed scanning and sorting technologies, the Blue Star DIRECT Automated Return Mail System becomes part of our client’s communication strategy . From beginning to end, the system enables you to effectively manage return mail .

INBOUND CAPABILITIES

Our Services


“ Ensure you maintain your data’s integrity and security as well as your customer’s privacy .”



We meet the most stringent data and security requirements of Australia’s major banks and financial institutions

Protecting your customer’s privacy is paramount.

Blue Star DIRECT operates a secure, off site private IT Infrastructure cloud with full business continuity and disaster recovery plans.

C Quality Management Certification - ISO9001:2015

C Information Security Management Certification – ISO/IEC27001:2013

Blue Star DIRECT is an AS/NZS ISO/IEC27001:2013 and ISO9001:2015 certified company . We undertake regular external audit in all sites to ensure our Quality Management System meets the ISO Quality Standards .

Blue Star DIRECT Operations has been certified by BSI to ISO/IEC27001:2013 and ISO9001:2015 under certificate numbers IS 677963 and QEC14564 .

Blue Star DIRECT, as a strategic imperative, has embraced ISO Accreditations ISO/IEC27001:2013 and ISO9001:2015 .

We maintain these accreditations to:

C Demonstrate that we comply with industry best practice

C Meet our client requirements in relation to the security of their data

C Comply with legal and legislative requirements

C Demonstrate that we are taking appropriate measures to protect our reputation in relation to the security of our client’s (and our own) information and systems .

Our ISO/IEC27001:2013 accreditation covers us for the “Provision of the Information Technology infrastructure, operations and data centre service management for Blue Star DIRECT’s Business Process Outsourcing services including Digital Technology delivery” . This applies to all of our systems, processes and people .

QUALITY, DATA SECURITY AND PRIVACY

Our Services

Blue Star DIRECT is an IVE BusinessABN: 58 000 205 210

SYDNEYBuilding B, 350 Parramatta Road Homebush NSW 2140

BRISBANE36 Northlink PlaceVIRGINIA QLD 4014

MELBOURNEUnit 2 and 3 2 Nursery Avenue Clayton South VIC 3169

CONTACT US

1800 644 442

www.bluestardirect.com.au

@BlueStarGroupAU

www.linkedin.com/company/blue-star-group-australia

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capability statement - direct marketing company & …...into unique personalised customer...

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