RelatioMail Discovery

Nico CoolsManaging Director - Document Management

November, 15

CustomerCustomer

Strategy Brand MarCom

RelatioMailRelatioMail

Admin Mail

2

CustomerCustomer

Channels?

@ Paper

Admin Mail

Project

Channels ? Design

I C T

�WhyWhyWhyWhy to capitalize today on

administrative mails ?

Let’s focus on Administrative mail …

3

� HowHowHowHow to transform them into

real customer experience tools?

�WhatWhatWhatWhat does it bring?

Let’s focus on Administrative mail …

�WhyWhyWhyWhy to capitalize today on

administrative mails ?

4

� HowHowHowHow to transform them into

real customer experience tools?

�WhatWhatWhatWhat does it bring?

your challenges &strategies

your challenges

� Crisis, crisis, crisis…

�Decrease costs in all areas !

Maximize revenues, client

Why?Why?Why?Why?

• Do I simply cut my paper/franking costs?

• Do I leverage my paper documents value?

• Do I manage both, cost & value?

• What about my customer needs?

your strategies for

administrative mail…?

�Maximize revenues, client

relationship and satisfaction

�… but where & how?

the mail moment…

paper as a highly impacting media

Why?Why?Why?Why?

… average 1 message a daypaper as an unsaturated media

SOURCE: Market research on 2,000 respondents, December 2010-January 2011; RelatioMail team analysis

the end-customers…

76% prefer paper for their Admin mail

� Clients wait, read, analyze and archive admin mail

� It is accessible, practical, easy and serves as legal

proof

Why?Why?Why?Why?

for you, it is a privileged contact…

� … but there is room for improvement too…

� It is an existing customer touch point

� One of the last physical link with your customers

� It is addressed, recurrent, unique and often sensible

SOURCE: Market research on 2,000 respondents, December 2010-January 2011; RelatioMail team analysis

Let’s focus on Administrative mail …

� Why Why Why Why to capitalize today on

administrative mail ?

� How How How How to transform them into

real customer experience tools?

� What What What What does it bring?

3 advices to ensure SUCCESS…

1. … put yourselves in your customers shoes

2. … attack it as a project, not a campaign

3. … leverage bpost experience

… put yourselves in your

customers shoesHow?How?How?How?

� start with your customer needs� In line with your brand value, positioning and strategy

� re-think the document content� re-think the document content� Improve interactivity and relevancy

� re-design the document lay-out� Improve brand coherence, easiness and readability

� … always measure customers feedback

� ensure internal willingness and focus� at all levels of the company…

� be clear with project objectives & timing

… attack it as a projectHow?How?How?How?

� be clear with project objectives & timing

� switch the document ownership…

� from IT to marketeers

� from technical constraints to customer-centric approach

� use a proven project methodology…

... use a proven methodology

� Understand YOUR

Marketing competences Re-design & technical

competences Marketing & technical

competences Impact measurement

competences

© RelatioMail

How?How?How?How?

RelatioMail end-to-end support : up to 6 months

� Understand YOUR

business & strategy

� Understand YOUR

end-customer needs

and expectations

� Define project

objectives and KPI’s

� Think – design –

measure mock-up

� End-customer pre-

testing (Quali)

� Data flow and

technical review

� Launch new

document

� End-customer

survey (Quanti)

� Technical

implementation

� ROI and KPI’s

measurement

� Analysis and

feedback loop

� Action plan

competences

… leverage bpost experience

� a customer centric program launched 2

years ago

How?How?How?How?

� led by a team of experts & partners

� with a unique experience & cases in various

sectors

Let’s focus on Administrative mail …

� Why Why Why Why to capitalize today on

administrative mail ?

� How How How How to transform them into

real customer experience tools?

� What What What What does it bring?

… RelatioMail impacts on your business

� improve your brand image and customer value

and/or

enhance the communication with your customers

What?What?What?What?

� enhance the communication with your customers

and/or

� unlock a hidden ROI out of your document(s)

Some large customers already experienced

RelatioMail…

Banking & Insurance

• 3 banks

• 1 insurance company

Telco

• 6 on-going projects

Utilities

• 1 on-going project

Public & Services

• 2 projects

… let’s hear 3 of their stories…

Anja VandeweyerMarketing manager EthiasBeing an “efficassureur” in all our customer contacts.

Olivier CrucqDirector Retention & Servicing BelgacomWelcome a new customer : a must!

Ugo SettiHead of Commercial Buy WayDevelop business with a credit card statement: innovative!