Driving Digital Transformation

September 2nd 2015

Taraz Nadarajah – taraz.nadarajah@aus.fujixerox.com

Digital Transformation“You need to transform your business by applying digital thinking across everything you do.”—Forrester Research, March 2014

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Age of Consumer

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Digital Disruption in Our World

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Pressure to automate and simplify

business processes

• Customer Expectations – Fast response; seamless

experience any time, anywhere

• Cost containment – Improve bottom line

performance (savings of up to 90% possible*)

• Competitive Threats – small nimble companies

empowered by cloud, global service infrastructure

stealing customers

Office of the Future fueled by

mobility, personal productivity• Technology decision making shifted to LOB

• Mobile workers and departments focused on

productivity in a mobile world

• Emphasis on top-line growth, by whatever

(technology) means necessary

*McKinsey & Co., 2014

Digital Transformation

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Airbnb earned $632M in New York City in just

one year, and caused the Parisian hotel

industry to lose $250M in 2012.

Uber is challenging taxi and car ownership

businesses.

Walmart is actively recruiting top talent from

Silicon Valley.

Digital brings disruption and also significant opportunity.

Highest-growth companies are those leveraging digital approaches.

High-growth companies use data and

analytics to improve marketing impact:

86% vs. 65%

High-growth companies recognize the strategic

importance of digital channels:

84% vs. 67%

High-growth companies provide a

consistent experience across all channels:

80% vs. 59%

Revenue creation

Market Valuation

Profitability

Digirati Fashionistas Conservatives Beginners

+9%

+25%

+12%

+6%

–11%

–12%

─10%

+9%

+7%

– 4%

– 24%

–7%

Digital leaders get the best financial results.

Source: MIT Sloan/Cap Gemini

Accenture, 2014

Many Business Processes Still “Untamed”

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Sales & Marketing•Customer & Sales Portals

•1:1 Campaigns

•Data Analysis

All Departments•Social Media Use

•Collaboration

•Document Sharing

•Printing

Front Office:

Enhance engagement

with customers

Back Office:

Improve and streamline

all your operations

Finance/Accounting•Accounts Receivable

•Accounts Payable

•Asset Management

Legal•Contracts

•Compliance

HR •Records

•On boarding

•Approvals

•Time Off

Business

Operations•Claims

•New Accounts

•Account administration

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Digital Disruption in our Customers World

Trusted Advisors & Support

Technology Stack

Systems of

Engagement

Systems of

Record

ERP

CRM

ECM

HR

Business WorkflowsDrive overall business-wide

productivity, reducing cost and

increasing transparency

Personal WorkflowsDrive personal productivity around

discrete documents and ad-hoc

relationships

Streamline processes

to greatly reduce

costs

Establish new levels

of engagement &

collaboration

Transform &

simplify

customer

interactions

Business Value Stairway

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Value

Proposition

Reduce

Operating

Costs

Optimise

Customer

Experience

Digitise paper for

better access

& compliance

IMPROVE

Visibility of

Information

ACHIEVE

Operational

Excellence

INCREASE

Customer

Intimacy

DELIVER

Organisational

Agility

Business Evolution

Embedded Capture

Print/Copy Tracking

Intelligent Capture

Content Management

Print Management

Print-on-Demand/Mobile Print

Intelligent Capture

Content Management

Workflow Automation

Mobility

Case Management

Customer Communications

Software & Solutions Technology Stack

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Intelligent

Capture

Content

Management

Workflow

Automation

MFD Fax Email Mobile WebSmart Forms LOB Systems

Core technology and service components – the foundation for customer solutions

Con

tin

uo

us Im

pro

ve

me

nt

Data

and W

ork

flow

, P

erf

orm

ance A

naly

tics

Tru

ste

d A

dvis

e &

Su

pp

ort

Consultin

g,

Pro

fessio

na

l S

erv

ices,

Support

, O

pera

tio

ns

Process, Automate and Integration

Industry (Vertical) Solutions

Multi-channel ingestion, capture and smart processing

Securely, store, share and manage information

Documents StoreShare &

CollaborateSearch Secure Mobile Lifecycle Forms Workflow

Customer

Communications

Multi-channel Personalised Customer Communications & Content Generation

Print

Management

Administration and management of print equipment

Cost Recovery Security Sustainability Utilisation

Wiki/Blogs

Administer

Documents Mail Email Web Mobile Social SMS Video Dashboards eCommerce Call Centre

Cross-Industry (Horizontal) Solutions

Onra

mp

Off

Ram

p

Mobile Rules Reporting

Automate and simplify our customers’ business processes with a focus on eliminating inefficiencies from paper-based workflows.

Workflow Automation

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As part of our clients’ Digital Transformation, we

are typically being asked to help our clients:

Improve the Customer Experience

• Digitise customer engagement

• Digitise legacy products and services

• Guide customer experience using predictive analytics

Improve Operational Excellence

• Extend digital universe to suppliers, partners and employees

• Remove cost from all areas of operations

• Automate processes for agility

Intelligent Capture SolutionsImport and digitise content from a variety of sources

into enterprise systems and processes.

Challenges It Addresses

• Helps make the transition from paper to digital, while enhancing

the value of the remaining paper in their business processes.

• Removes content silos and complex steps from processes that

involve physical documents.

Benefits and Expected Outcomes

• Significantly reduces paper in general office applications.

• Provides easier access to digital technology.

• Enables multi-channel and consistent capture of and access to

digital material.

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Content Management SolutionsEasily capture, store, share and transform paper-based and electronic documents with Enterprise Content Management, either on-premises or delivered as an on-site Software as a Service (SaaS) offering, with included services for configuration, implementation and support.

Challenges It Addresses• Automates business processes to take minutes instead of weeks.

• Speeds information to customers; increases satisfaction and loyalty.

• Standardizes your business processes and achieves compliance.

• Integrates with your environment, including your multifunction printers.

Benefits and Expected Outcomes

• Reduced Cost: Remove cost and complexity from document-centric workflows.

• Increased Employee Productivity: Enable workers to process and use documents more effectively.

• Lower Liability and Risk: Automated, repeatable processes support process optimization, risk assessment, audit reporting and compliance.

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Customer CommunicationsPersonalised, relevant, multi-channel communication solutions which improve interactions, growing revenue and customer engagement

Challenges It Addresses• Enhancing customer experience to retain/grow

• Dynamic Personalised two-way communications across the channel mix (email, web, print, social, etc)

• Measureable ROI

Benefits and Expected Outcomes• Enhance customer loyalty/advocacy

• Provide a consistent experience across all channels

• Use data & analytics to improve marketing impact

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Workflow Automation Approach

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Domain Expertise• Dedicated industry and process experts ensure quality recommendations

• Deep bench of technology platforms and staff drive successful outcomes

Methodology• Assessments identify macro trends within an organization or process

• Big data analysis identifies trends across millions of data points

• Industry aligned methodologies assure project success.

Platforms• Cloud and on-premises platforms for content management, business process

management, image capture and transformation, business process automation

• Data extraction from enterprise systems

Professional Services• Certified solutions architects and delivery teams ensure rapid time to deployment

• On-site, near-site or offsite service capabilities

• Global delivery and management, with 24/7 monitoring and support

Combining experience and vision to drive innovation across your business.

Print Management SolutionsHelp customers manage and control the use of documents within their organisation while controlling costs.

Challenges It Addresses

• Wasting time, money, and resources due to inefficient printing and copying

• Inaccurate distribution of expenses due to unknown usage of equipment by various departments or cost centres

• Breakdown in security due to confidential or sensitive printouts lying around the office unclaimed

• Lost productivity through the use of cost control tools that are difficult to use, implement, and maintain

• Draining IT support resources with excessive printing-related calls to the help desk

Benefits and Expected Outcomes

• Gain new insight into your printing operations and increase cost recovery by accurately charging documents to departments or cost centre codes

• Control access to reduce waste by determining who can print or copy to what devices and how much

• Maintain security and confidentiality by requiring users to release prints at the device when they enter their PIN code

• Boost employee productivity by allowing users to output documents closer to where they're needed and avoid devices that are inoperable

• Speed ROI with centralized equipment administration to reduce IT resource requirements, improve service levels, and lessen demand on help desks

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86CONSULTANTS

have more than

950Yearsof combined experience

in Information Technology

Our people have made Fuji Xerox Australia what

it is today - a leading edge document technology

and services company. We are a values based

organisation and our customers are at the centre

of everything we do.

Professional Services

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