Mercer Limited is authorised and regulated by the Financial Services AuthorityRegistered in England No. 984275 Registered Office: 1 Tower Place West, Tower Place, London

EC3R 5BU

How Mercer Increased the Speed of Business

9 June 2009

Robert Zimlich, U.S.A.

Steven Faigen, London

2Mercer

The Mercer global marketing situation in 2007

Design, Translation and Fulfillment Processes

Long cycle time/task oriented

No consultant personalization

Non targeted inflexible content

No print on demand

Long lead times with multiple bottlenecks

No metrics

Consultant needs unmet

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Searching for ways to be more effective and efficient

Traditional publishing limitations:– Costly to produce, change or update– Difficult and cost-prohibitive to customize– Slow to distribute globally

Mercer consultants in the field had:– No tools to quickly and easily access

relevant materials for their clients online– No ability to aggregate disparate materials

into one, targeted, customized leave-behind

Time, cost and local relevancy were major hurdles

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The global marketing wish list: where we wanted to go What if…

Content could be translated for all geographies simultaneously?

Intellectual capital could be prepared in multiple forms simultaneously?

We could access an entire library of approved content on-line?

Content could be delivered in weeks instead of months?

Local offices could order only the items and quantity they needed on-demand?

All print fulfillment could be handled in each region on-demand?

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Goals for the global marketing solution: guiding principles

Simple

Accessible

iTunes like

Infinitely expandable to reflect changing business

Drive down time to market

Improve customization and controls

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Obstacles to overcome

Content formatting

Information architecture

Design - Ideal user interface

Simplifying complicated business processes

Roll out to global audience

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Moving from “Push” to “Pull”

Customize collaterals from modular content library

Develop multi-lingual versions that can be managed simultaneously

Personalize materials with client logo and local office and consultant information

Create templates to maintain brand compliance

Institute print on demand functionality through regional print network (Americas, Europe & Asia)

Implement eCommerce accounting for each transaction

Take 14 weeks out of production cycle

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Searching for a partner

Experts in global, online space

Experience with similar initiatives

Customized solution that dovetailed with current efforts and initiatives

Keep valued supplier relationships

Would provide a dedicated team to meet aggressive timetable

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The Vision: Mercer Content CustomizerThe simple way to create custom documents

Combined to create one customized document for a specific purpose

Individual documents….

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Usability testing revealed:

Design needed to support information architecture– Flexible template for each business and campaign

Knowledge management involvement in search feature– Defined classification hierarchy– Cross functional consideration

More demand for electronic documents versus printed documents

Needed access to several custom documents from one view– Order history– Multiple projects ongoing at any given time

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Mercer Limited is authorised and regulated by the Financial Services AuthorityRegistered in England No. 984275 Registered Office: 1 Tower Place West, Tower Place, London

EC3R 5BU

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What does this mean for Mercer?

175,000 Opportunities to be targeted and relevant

350 X 1 x 50 weeks = 17,500 custom documents

17,500 x 10 = 175,000

Deliver electronic version immediately Customized, purpose driven documents on-demand

Save 1.27M annually

Mercer Limited is authorised and regulated by the Financial Services AuthorityRegistered in England No. 984275 Registered Office: 1 Tower Place West, Tower Place, London

EC3R 5BU