Europe’s top 25 Financial Services companies spend an estimated1 €9.2bn on sending information to their customers every year. Research commissioned by Xerox shows that customers tell us that they receive too much information and most if it is irrelevant; banks tell us that they believe better targeted communication would improve cross-selling and grow their revenue.
As part of our research, we wanted to understand how the money devoted to customer communications could achieve maximum impact from their customer communications by banks.
We commissioned Coleman Parkes to carry out a wide-ranging European Research Study canvassing the views of 259 retail banks in France, Germany, Italy, The Netherlands, Spain, Sweden and the UK.
We had in-depth discussions with Heads of Customer Communications, Heads of Operations and Heads of Distribution. We also conducted1,729 detailed consumer interviews online in the same countries.
Finally, we interviewed 35 major retailers (five in each country). Involving the retail industry in our research was vital: this industry has a proven track record tailoring its communication to their customers needs – it was the voice of experience that our research needed. continue reading...
Chances are your organization already outsources some aspect of its operations. In the past, companies would only outsource non-vital aspects, such as the food service and vending, office cleaning, etc., where opportunities for innovation are of little consequence and low-cost is an acceptable criteria.
Today, outsourcing is a strategic initiative in many organizations and includes vital aspects of the business such as IT, Human Resources, Call Center, Manufacturing and Accounts Payable.
This paper focuses on outsourcing another critical area – customer communications. These are the multi-channel communications that help companies acquire new customers, welcome and on-board those customers, service them and cultivate their loyalty.
While most outsourcing strategies have a primary goal of saving money, if done right, the benefits can go far beyond lower costs. Outsourcing customer communications can be an effective way to bring world-class capabilities to your organization that can impact both sides of the profit equation – cost savings and revenue growth. The key is to combine competitive pricing with innovation to gain a competitive advantage. Here are some lessons learned, based on 12 years of assessing and implementing customer communications outsourcing solutions. continue reading...
Introduction NOTE: This document refers to Remote Services as a collection of tools used on various Xerox products. The features and information contained in this document refer to the Production Remote Services, prInteract and SMart eSolutions tools.
Xerox is responsive to the security concerns of our customers. Xerox Remote Services are designed to avoid making networks more susceptible to viruses. Remote Services transactions always originate from the device, based on authorizations made by the customer. Remote Services can only communicate with a secure server at Xerox that conforms to the stringent requirements of the internal Xerox Corporation information management infrastructure. Customers do not need to make any changes to Internet firewalls, proxy servers, or other security infrastructure.
Xerox systems are designed to integrate within customer workflows. They connect to the network and push machine data to Xerox Communication servers where the information can be reviewed and analyzed to be used to evaluate service issues as well as to automate billing and supplies replenishment. This built-in knowledge-sharing feature of Xerox systems is what makes Xerox Remote Services viable and its approach unique.
Xerox Remote Services helps differentiate Xerox machine performance and support from other equipment suppliers. While other vendors may remotely monitor some of their machines, Xerox has developed integrated systems and remote tools, and coupled them with highly skilled Xerox support teams who are tasked with working to make Xerox customers more productive and satisfied. This combination creates a high value Remote Services capability that provides proactive problem resolution, and a robust underlying knowledge of the customer’s needs. continue reading...