ECOM® EDELIVER
An effective push solution for
transactional communications
THE IMPORTANCE
OF MULTICHANNEL
Rising postal costs and changes in
customer demands are encouraging
organisations to implement a
multichannel approach to transactional
communications. While print and mail
remains an important channel, there is
a growing realisation that eDelivery
provides a number of benefits in terms
of cost reduction and customer
satisfaction.
Customer preference
Customers have a range of preferences
depending on demographics, technical
awareness and security perceptions.
Some customers will always demand
paper documents, some will settle for
being able to view their documents
online, while others will insist on the
convenience of being sent their
documents by email. What is certain is
that a growing number of customers
wish to turn off paper and receive their
documents electronically. The challenge
is to offer your customers a range of
channels, while still delivering cost
savings for your business.
Return on investment
Multichannel solutions should deliver
cost savings over print and mail,
however expected savings aren’t always
realised, particularly with expensive web
portals that require a complex
infrastructure. Consideration should
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be given to implementation and
operational costs and, more importantly,
the resulting adoption rates that will
ensure actual savings are realised.
Finding the right eDelivery model is
key to driving maximum savings
through customer acceptance and
paper turn off.
Ensuring your customers
get the message
While an innovative eDelivery strategy
will deliver significant savings it is
important to offer customers a choice.
The ideal solution combines paper, the
online portal as well as email delivery,
including across mobile applications.
This multichannel approach ensures
that your message reaches your
customers according to their preferred
choice of channel.
Driving customers to adopt your
eDelivery solution is key to its success.
In order to gain widespread customer
acceptance, the process of converting
from paper to electronic needs to be as
simple and convenient as possible. It is
no longer necessary to ask customers to
register and login in to retrieve a
document - email is the most
acceptable channel and eliminates
these barriers.
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THE ADVANTAGES OF THE ECOM
EDELIVER PUSH SOLUTION
HOW WE
CAN HELP
RR Donnelley’s ECoM eDeliver service integrates seamlessly
with our document composition tools to combine secure
transactional documents with secure document delivery
via email.
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ECoM eDeliver uses email to send
various document types including bills,
invoices, statements, contract notes,
payslips and insurance documents
quickly and easily via email as an
encrypted attachment.
Speed of payments
eDelivery also speeds up the time taken
for customers to receive bills and
statements, and the ability to pay
directly from the bill can significantly
reduce ‘day’s sales outstanding’.
Cost savings
The removal of postage charges delivers
significant savings at a time when
costs continue to increase.
Operational savings such as paper,
production and distribution costs also
present opportunities.
Transpromo
Highly personalised and targeted
marketing messages and rich media
promotions can be included in every
email. These can be tracked to monitor
customer behaviour and preferences,
generating powerful business
intelligence for future campaigns.
Convenience
Delivered directly to the email inbox
presents your customers with a
significantly enhanced customer
experience. Customers can view, pay,
track, download and save the document
– all with the click of a button. A push
solution presents customers with the
most convenient electronic document
delivery. In today’s mobile world
with a growing amount of emails
being read on a mobile, this is an
increasingly important customer
communication channel.
Secure
Sensitive information is delivered to the
customer as a secure email attachment.
The attachment is encrypted and the
email itself has authentication applied,
making it far more secure than its
paper counterpart.
No more passwords
Using a combination of personal data,
known by both the recipient and the
sender (a ‘shared secret’) to open the
encrypted document, eliminates the
need for customers to memorise
usernames or passwords.
Cheaper and easier to implement
A push solution does not require the
implementation of costly infrastructure
– the RR Donnelley solution is ‘pay as
you go’.
Complementary to other channels
Push solutions complement a client’s
billing portal and will increase paperless
adoption rates. Additional traffic to the
client portal can be generated from
secure links within the email as well as
through relevant and targeted marketing
messages. The multichannel approach
also helps to improve customer
satisfaction by delivering customers’
bills via their preferred channel.
Environmental benefits
Meet the demand to ‘go green’ as
the shift from hardcopy statements
reduces paper consumption,
transportation costs, energy
consumption and carbon emissions.
Total customer communication
Our eDeliver solution can be used to
send a variety of document types
including bills, invoices, statements,
contract notes, payslips and insurance
documents quickly and easily via email.
DRIVING CUSTOMER ADOPTION
Sending out an invitation to go
paperless with the click of a button has
proven to be the most successful means
of improving adoption rates. The
powerful eConsent feature completely
eliminates the registration process and
can be extended to include an autoregistration onto your portal.
WHAT MAKES A MULTICHANNEL
DELIVERY STRATEGY?
Paper
It’s important to recognise that
potentially 25% of your customer base
will never move away from paper.
The advantage of paper for customers
is that it requires little effort – the paper
envelope simply arrives by post.
Portals (or ‘Pull’)
Global averages show that 17% of your
customers will find this model a suitable
replacement for paper*. Resistance to
this model is primarily attributed to the
requirement for online registration and
the ongoing need for customers to
remember a user ID and password to
enable them to login and retrieve their
documents. This requires an ongoing
proactive effort by your customers.
Email (or ‘Push’)
Research shows that customers prefer
documents to be delivered securely to
their email inbox. The advantage for
customers is that it requires no effort as
registration is eliminated and delivery to
the inbox happens without the customer
having to do anything. This is why 46%
of customers prefer email over any other
electronic delivery model**.
For the best paperless adoption rates a
strategy is required to encourage
customers to adopt eDelivery channels,
turn off paper, and ultimately get a rapid
return on investment. There are a
number of approaches to eAdoption
that can be used and RR Donnelley
can help you tailor exactly the right
* Source: Nacha, the electronic payments association
strategy to meet your goals and your
**Source: The future of electronic bill presentment and
payment in North America, InfoTrends 2010.
customers’ needs.
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Reasons to choose RR Donnelley
WHY CHOOSE
RR DONNELLEY
As a leading provider of transactional communications we
create new possibilities by helping clients to move beyond
traditional print and mail to a multichannel approach to
customer engagement.
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RR Donnelley provides outsourced
communication and business services
to organisations globally. We are a
leading provider of transactional
communications services – managing
over 10 million communications per
week on behalf of our clients.
Leading brands rely on us to
manage their transactional
communications and drive continuous
improvement. Uniquely, the scope
and scale of our expertise, industryleading technology and proven
processes mean we’re ideally placed to
drive transformation in the way you
create, manage and leverage your
transactional communications.
We recognise that delivering this
transformation is a journey – it’s about
knowing how to create your desired
operating model and, importantly,
maximising the value delivered to
your business at each stage.
Throughout, our aim is to enrich
your relationship with customers, while
reducing the operational risks and costs
– exceeding your expectations and
creating new possibilities.
Document handling
Pay as you go service
RR Donnelley’s document composition,
data transformation and document
design expertise gives you assurance
that your transactional communications
will be professionally produced and
distributed to your customers securely
and reliably.
The ECoM eDeliver entry level offering
is a pay as you go service which does
not require the purchase and
implementation of expensive
infrastructure and storage. There are
setup costs to create templates and
processes, but when the project is
delivered, ongoing costs are based on
volume plus a monthly service and
support charge.
Cost reduction
ECoM eDeliver eliminates postal costs
for every document that is delivered to
your customers electronically resulting
in significant savings.
eAdoption support
Getting customers to opt-in to paperless
delivery requires a carefully constructed
programme of communications.
RR Donnelley can offer eAdoption
support to help you achieve your cost
reduction aims.
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RR Donnelley is a leading
provider of outsourced
communication and business
services. We work with many of
the world’s leading organisations
to help transform the way they
engage and interact with
their customers.
We are uniquely able to
connect and manage complex
communication processes for
greater efficiency and impact.
For our clients, this means they
can reduce costs, improve
efficiencies and achieve new
levels of flexibility – all achieved
as a result of our experience,
scale and insights gained from
our work across the globe.
Founded more than 148
years ago, RR Donnelley is a
Fortune 250 company that
employs over 55,000 people
across over 500 locations.
For further information on our
eDeliver service please contact:
Call: +44 (0)20 3047 4444
Email: marketinguk@rrd.com
Visit: rrdonnelley.com/gds
Copyright (C) 2013 R.R. Donnelley & Sons Company. All rights reserved. Ref: RRD/CB/EDE/02/0313