Driving digital transformation

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Driving Digital Transformation September 2 nd 2015 Taraz Nadarajah [email protected]

Transcript of Driving digital transformation

Page 1: Driving digital transformation

Driving Digital Transformation

September 2nd 2015

Taraz Nadarajah – [email protected]

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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

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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

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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

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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

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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

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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

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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.

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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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