ePresentment Communicating with consumers via their channel of choice Simplifying Business FXDMS_CS_ePresentment_Local.pdf 1 21/10/2014 4:39:28 PM Managing customer preferences For every one of your customers and every part of your business A key component of our ePresentment solution is our ability to manage customer preferences, the distribution of documents across multiple delivery channels (post, email, fax and web) and the fall-back to an alternate channel if the primary mechanism fails (for example: fall-back to post if a notification email is undeliverable). Our ePresentment solution can deliver documents through multiple interfaces: C M Y CM MY CY CMY K The proliferation of communication channels has accelerated customer preference to receive their documents via delivery methods other than traditional post; this provides an opportunity for organisations to significantly reduce mail delivery costs whilst at the same time communicating with customers through their channel of choice. ePresentment is a compelling alternative to print and mail providing customers with online self-serve access to documents via a web portal. Providing consumers with this delivery channel improves the customer experience by communicating via their preferred channel, delivering an online electronic archive of documents for record keeping and enabling online payment of bills. Self-service reduces call-centre traffic as customers who have access to an online archive of historical documents are less likely to contact the customer service centre with bill or statement related queries. Online access enables customers to print and save documents locally, reducing the need to request reprints of documents and contributes to organisational sustainability goals. The adoption of ePresentment delivers significant benefits to both the organisation generating the documents and the customer receiving them, a true Win-Win. Our ePresentment solution also means our clients can provide a single input data file for their statements, bills, letters and other customer communications for distribution across all paper and electronic forms; this includes the ability for dynamic design, tailoring each communication to suit the channel that it is being delivered by. • Portal integration – using our web services middleware Fuji Xerox can directly integrate the content manager platform with client portals (for example: via Internet Banking, Customer Service and Member Services portals) • ViewPay – our ViewPay hosted web portal provides consumer self-registration, document viewing and bill payment services. ViewPay can be implemented as a standalone client-branded portal or be linked to from an existing client portal • BPAY View – BPAY View enables the viewing and payment of bills via Internet Banking and the BPAY scheme. Fuji Xerox provides Bill Service Provider (BSP) services for 70% of BPAY View billers • Digital mail service – our solution enables delivery to the new and emerging channels of proprietary and non-proprietary digital mail boxes • Consumer direct – email and SMS content can be served direct to the consumers Our Multi-Channel Value Proposition Your business improvement The foundation of our ePresentment solution is a content management platform for the storage of documents that may be presented online; this requires the content management platform to be integrated with document generation systems (those systems that generate documents delivered to customers via post, email or fax) in order to capture the content for online storage and presentment. Paper Channel Channel Management The content management platform fulfils two functions: Composition 1) Online access to communications for an organisation’s customer service staff enabling efficient resolution of document related consumer queries and reduction in Average Handling Time (AHT). 2) Online access to communications for end customers enabling self-service to current and historical documents. The result is a reduction in customer service traffic for document related calls, as well as a reduction in AHT. Other service providers BPAY View ViewPay digital mailbox Consolidation Client email Reconciliation Multiple Output Our ePresentment solution also means our clients can provide a single input data file for their statements, bills, letters, and other customer communications for distribution across all paper and electronic forms; this includes the ability for dynamic design, tailoring each communication to suit the channel that it is being delivered by. Multiple Mailhouses Messaging End Consumer* *Consumer will choose Archive ePresentment New Channels New Channels not yet invented Creating efficiency, engagement and effectiveness Simplifying Business FXDMS_CS_ePresentment_Local.pdf 1 21/10/2014 4:39:28 PM Managing customer preferences For every one of your customers and every part of your business A key component of our ePresentment solution is our ability to manage customer preferences, the distribution of documents across multiple delivery channels (post, email, fax and web) and the fall-back to an alternate channel if the primary mechanism fails (for example: fall-back to post if a notification email is undeliverable). Our ePresentment solution can deliver documents through multiple interfaces: C M Y CM MY CY CMY K The proliferation of communication channels has accelerated customer preference to receive their documents via delivery methods other than traditional post; this provides an opportunity for organisations to significantly reduce mail delivery costs whilst at the same time communicating with customers through their channel of choice. ePresentment is a compelling alternative to print and mail providing customers with online self-serve access to documents via a web portal. Providing consumers with this delivery channel improves the customer experience by communicating via their preferred channel, delivering an online electronic archive of documents for record keeping and enabling online payment of bills. Self-service reduces call-centre traffic as customers who have access to an online archive of historical documents are less likely to contact the customer service centre with bill or statement related queries. Online access enables customers to print and save documents locally, reducing the need to request reprints of documents and contributes to organisational sustainability goals. The adoption of ePresentment delivers significant benefits to both the organisation generating the documents and the customer receiving them, a true Win-Win. Our ePresentment solution also means our clients can provide a single input data file for their statements, bills, letters and other customer communications for distribution across all paper and electronic forms; this includes the ability for dynamic design, tailoring each communication to suit the channel that it is being delivered by. • Portal integration – using our web services middleware Fuji Xerox can directly integrate the content manager platform with client portals (for example: via Internet Banking, Customer Service and Member Services portals) • ViewPay – our ViewPay hosted web portal provides consumer self-registration, document viewing and bill payment services. ViewPay can be implemented as a standalone client-branded portal or be linked to from an existing client portal • BPAY View – BPAY View enables the viewing and payment of bills via Internet Banking and the BPAY scheme. Fuji Xerox provides Bill Service Provider (BSP) services for 70% of BPAY View billers • Digital mail service – our solution enables delivery to the new and emerging channels of proprietary and non-proprietary digital mail boxes • Consumer direct – email and SMS content can be served direct to the consumers Our Multi-Channel Value Proposition Your business improvement The foundation of our ePresentment solution is a content management platform for the storage of documents that may be presented online; this requires the content management platform to be integrated with document generation systems (those systems that generate documents delivered to customers via post, email or fax) in order to capture the content for online storage and presentment. Paper Channel Channel Management The content management platform fulfils two functions: Composition 1) Online access to communications for an organisation’s customer service staff enabling efficient resolution of document related consumer queries and reduction in Average Handling Time (AHT). 2) Online access to communications for end customers enabling self-service to current and historical documents. The result is a reduction in customer service traffic for document related calls, as well as a reduction in AHT. Other service providers BPAY View ViewPay digital mailbox Consolidation Client email Reconciliation Multiple Output Our ePresentment solution also means our clients can provide a single input data file for their statements, bills, letters, and other customer communications for distribution across all paper and electronic forms; this includes the ability for dynamic design, tailoring each communication to suit the channel that it is being delivered by. Multiple Mailhouses Messaging End Consumer* *Consumer will choose Archive ePresentment New Channels New Channels not yet invented Creating efficiency, engagement and effectiveness Simplifying Business FXDMS_CS_ePresentment_Local.pdf 2 21/10/2014 4:39:29 PM Our solution benefits The benefits of Fuji Xerox ePresentment solution include: • Security – a trusted environment for clients and customers. With more than 3 billion documents under management Fuji Xerox offers the Asia Pacific’s most trusted and secure ePresentment solution • Local access – the ability to save and print documents locally on a consumer’s PC • Notifications – email or SMS notifications to alert the customer that a new document is available for viewing and optionally when a payment is due • History – up to 7 years of documents available online for search and retrieval providing a reliable and trusted online archive for record keeping • Simplicity – a simple and intuitive user interface with high availability and fast response times Customer Satisfaction A key component of our ePresentment solution is our ability to manage customer preferences across multiple delivery channels. C M Y Our solutions and capability CM MY cy ultan Cons Pro c e at D is Warehousing & Distribution Customer Value ut e an Mail room s ch c, Ho nd l i Ad ct a a re l M Di tia n se ul ti- d Print Procurement aged Man Print ces Servi M Pr o Document Composition Es ne l tr ib e t s es en sin ess em Bu roc nag P a M Scanning & Imaging Cre s es uc K Co lla Co bo n ra ten tio t n CMY Creat i Servic ve es CY Fuji Xerox Document Management Solutions Asia Limited • Hong Kong • Taiwan • Philippines • Singapore Fuji Xerox Document Management Solutions Pty. Limited • Sydney • Newcastle • Canberra • Melbourne • Brisbane • Adelaide • Perth • Darwin ePresentment Communicating with consumers via their channel of choice Simplifying Business Fuji Xerox Document Management Solutions Pty. Limited. Fuji Xerox Document Management Solutions Asia Limited. Tel: 13 000 FXDMS www.dms.fujixerox.com Xerox, Xerox and Design, as well as Fuji Xerox and Design are registered trademarks or trademarks of Xerox Corporation in Japan and/or other countries.
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