Communication and marketing services

Contents

4. How we can help you

6. Creative services

8. Digital services

10. Print management

12. Customer communications management

14. Language services

18. Technical publications and content

20. Marketing automation

22. Data and analytics

24. Helping you transform

26. Putting you first

28. Making your processes simpler, faster and more efficient

30. Our experience

“ Creativity is contagious. Pass it on.”

Albert Einstein

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How we can help you

We can help you manage and improve the processes for all these kinds of communications to:

• Create a more personalised experience for your customers.

• Embrace new communication and marketing channels.

• Respond more quickly and consistently to your customers.

• Standardise your processes across business units and geographies.

• Find cost savings.

Yourorganisationiscommunicatingwithawidevarietyofpeople:customersandemployees,certainly,andperhapsretailoutlets,serviceoutlets,channelpartnersorotherintermediaries.And you’re communicating in a wide variety of ways: marketing through campaigns and materials that sell your key messages and propositions; product and after-sales teams through manuals, catalogues, guides and support content; customer service teams through contracts, forms and transactional communications.

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graphic design • artworking • animation illustration • copywriting • brand asset management • template creation • image retouching • brand compliance and governance • forms management

Creative services

Our end-to-end artwork service includes template creation and management, artwork layout and amendments, control of brand compliance, and asset management. If your company has high artwork volumes, we can create it more quickly and consistently and ensure that your marketing materials communicate both the letter and the spirit of your brand guidelines.

We also offer a full range of creative services that complement our clients’ lead agency relationships, including cost-effective execution of campaign creative treatments or, where appropriate, full concept development and implementation for briefs requiring a low-cost alternative. Our clients find us an efficient and helpful alternative to their lead agency.

Wehaveawiderangeofcreativeservicestosuitorganisationsthatneedtocreateandmanageahighvolumeofartwork, especially relating to large numbers of products that require brochures, information packs and web content.

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For transactional communications, we provide a full managed service for the design and production of paper and electronic statements, bills, contracts and policies. We can help you make your communications seamless across channels, more appealing to your customers, and better representations of your brand values.

For product and technical information, catalogues and maintenance, repair and operations (MRO) information, we can help you exploit digital media to make information more engaging and accessible. This includes publishing personalised digital catalogues, distributing product information through smartphone apps, and using animations and interactivity to make technical and MRO information easier to understand.

We also help our clients improve their underlying content management processes and systems, which in many organisations are a barrier to re-using content across channels.

document composition • content management • animations and interactivity • mobile apps • multi-channel output management • website development • catalogue automation and management •

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Digital servicesIfyourorganisationhascomplexbusinesscontentanddatasets– for example customer transactional information, technical product information, catalogues, health and safety content, maintenance information – we can help you package and publish it across multiple digital channels.

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We have a set of rigorous processes to ensure quality. We screen and continually audit our printers, working collaboratively with them to improve their processes. We ensure quality control on each print job and manage capacity to achieve deadlines.

We can also provide you with the best prices. Our market buying power, strategic sourcing approach and proprietary e-auction platform allow us to find considerable cost savings throughout the print process.

We work with our clients and their agencies to find further cost savings and efficiencies across the process: for example, providing input into specifications to ensure design concepts can be produced economically, or introducing process improvements for order management, stock control and warehousing. The process efficiencies we introduce not only cut costs but dramatically improve print turnaround times.

Print managementOurclientsseekaprintproviderwhoconsistentlyensuresthetimelyprovisionoftherightqualityoutput, to specification, delivered at the best price, and who can work with them to reduce both cost and elapsed time across the end-to-end process.

print sourcing and supplier management • transactional print and transpromo • multi-language text flow control • direct mail • production scheduling and order management • pre-press checks, brand and artwork integrity checks • inventory management • store-specific collation • postal optimisation • warehousing • delivery • print on demand

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personalisation • integrated campaign management • direct marketing • email campaigns, personalised URLs response management • neuro-marketing • localisation and local culture insight • multi-language text flow control • SMS • campaign execution scheduling •

Customer communications management

Weimplementandmanageintegratedcommunicationprocessesandplatformsfor organisations looking to reach and target customers more effectively through communications and campaigns.

Specifically, we can help you:

• Exploityourcustomerdatamore fully in personalising communications to your customers.

• Efficientlymanagemulti-channel, multi-touch direct marketing campaigns.

• Manageinboundandoutboundcommunications in an integrated process.

As well as helping you deliver a more personal and integrated customer experience, we’ll help you automate your standard customer service communications to reduce the time and cost it takes to produce them.

We can also help you model the overall impact that communications have on your business – for example, poor communications can have a significant knock-on effect on customer support costs. Using communication tools and techniques such as behavioural science and neuro-marketing, we can help you re-engineer your communications to meet specific business goals and demonstrate a tangible return on investment.

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Language servicesWeofferafullrangeoflanguageservicesthatimprovesqualityandconsistencyoftranslationandlocalisationforourclients, reduces turnaround times, and delivers substantial cost savings. We do it through leading-edge technologies that enable us to manage the localisation process centrally, automate it and implement translation memory to maximise content reuse.

Our language services include translation and transcreation, the management of the end-to-end localisation process and a wide range of auxiliary services such as desktop publishing, audio and video voiceovers and e-learning packaging. Our software localisation services include configuring and testing the user interface, help files and support documentation.

We cover all sectors, but have particular strengths in technical documentation, product manuals and user guides for technology, manufacturing, software and communication companies as well as secure translations for the financial services sector.

translation and transcreation • terminology management • automated translation • secure translation • software localisation • translation memory • multi-channel execution • audio and video voiceovers • e-learning packaging

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“ You either have to be first, best or different.”Loretta Lynn

1918

technical authoring • animations and illustrations • document layout • content management • information architecture • e-learning • multi-channel output management

Technical publications and contentManyofourclients,especiallyinthetechnologyandmanufacturingsectors,areincreasinglytryingtomaketechnicalcontent – maintenance materials, user guides, product or service manuals – more user-friendly for both technical and non-technical audiences. To do so they’re increasingly complementing text with animations, video and 3D diagrams. They’re also seeking to publish technical content across multiple channels to make it easier for users to access.

We’ll help you improve the end-customer experience and increase technician productivity through:

• Authoringservicesthat make language simpler, clearer, and easier to translate.

• Illustrationandanimation capabilities that help convey complex concepts in a straightforward, concise way.

• Structuredplatforms and processes for content authoring and management.

• Improvedre-useofcontent, enabling more flexible single-source publishing across paper and digital channels and resulting in significant cost savings.

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Marketing automation

digital asset management • collaborative working, proofing and approvals • campaign management • dashboard reporting • version control and audit history • rights management

We provide automation as a part of a managed service for marketing and communications processes, in areas such as:

• Collaborativeworkingandworkflows: enabling faster proofing and brand and legal review processes.

• Digitalassetmanagement: simplifying content re-use, large-scale artwork changes, and digital rights management.

• Campaignmanagement:providing full control and visibility of campaigns while speeding up execution.

Marketingautomationmakesiteasier,fasterandmoreefficientformarketingdepartmentstomanagecampaigns,assetsandprocesses. And it’s a significant enabler for organisations pursuing strategic marketing goals such as standardising processes across business units, creating a more personalised experience for customers, and embracing multiple communication channels.

We’ll work with you to understand your goals – which may be cost savings in the short term and communication transformation in the longer term – and develop a plan of ongoing automation and innovation. We take an evolutionary approach to change each year, delivering long-term transformation in a low-risk, cost-effective manner.

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Data and analyticsOrganisationsthatarebetteratcollectingandusingcustomerdataareabletodifferentiatebycreatingamorepersonalisedexperiencefortheircustomers,and to generate revenue more effectively through more relevant and engaging communications.

marketing rules and data management • data cleansing • data optimisation • data acquisition and integration • analytics and modelling • transactional data management • single customer view

We can help you:

• Getexistingcustomerdata in a fit state to use by addressing data quality, data structure and the underlying processes for collecting and managing data.

• Createaricherdataset on customers through better data integration within your business and augmentation from third-party sources.

• Generateinsights from your data that enable you to send more relevant promotions and offers to your customers.

Together with our data analytics partners we offer a full range of data services including: personalisation strategy, data cleansing, analytics, augmentation and data management. Whether your challenge is to use existing data better or to develop a whole new approach for customer data, we can help.

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Helping you transform

• Creatinganintegratedcustomerexperience by standardising processes across business units and geographies.

• Drivingretentionandgrowth by creating a more personalised experience for customers.

• Meetingchangingcustomerexpectations by embracing new communication and marketing channels.

Organisations seeking to achieve these goals face three main challenges. First is funding: finding the money to pay for innovation. Second is infrastructure: if processes are disparate and platforms are old, then often the basic foundations for transformation are not in place. Third is achieving transformation in an economic, low-risk, non-disruptive way.

Inthecontextofcustomercommunicationsandmarketing,our clients typically have one or more of the following goals for process innovation and transformation:

We can help you overcome each of these challenges. Whatever your vision for customer communications in your organisation, we’ll work with you to develop and implement a practical transformation roadmap.

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Putting you first

You’ll come to know our people well, as we work with you to understand your business drivers and priorities and align our efforts to help you achieve them. You’ll have access to:

• Aclientserviceteam dedicated to your needs.

• Aseniormemberof our management team as your sponsor.

• Supporton-site,near-site,offsite or any combination as suits you best.

• Awiderangeofsubjectmatter experts for strategic planning, innovation workshops or to address special requirements.

Therearethreekeyingredientstoourservicerecipe,eachofequalimportanceinbuildingtrustedrelationshipswithourclients: appropriate use of the right technology, intelligent process re-engineering, and the commitment and expertise of our people.

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We’ll make your life easier day-to-day, freeing up your time by taking on the burden of administrative and logistical tasks; and we’re there to help you achieve your goals for innovation and improving your business processes to achieve your long-term and strategic objectives.

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Oneofourstrengthsismakingprocessesmoreefficient:simplifyingthem,cuttingoutunnecessarysteps,automatinglabour-intensivetasksandusingtechnologytoimprovevisibilityandcontrol.If you have a sense that your marketing activities or customer communications could be improved by a more structured approach, better coordination, removal of manual steps or rework, then we can help you achieve this.

Making your processes simpler, faster and more efficient

For multinational clients there’s the added benefit of common processes across geographies, helping them to work the same way in every country and providing integrated global reporting on spend and SLAs.

We have a range of tools, including industry-leading marketing resource management (MRM) software and proprietary Xerox technology. We deploy these in a flexible way to suit our clients’ different organisations and preferred ways of working. Our approach includes:

• Simple,streamlinedprocesses.

• Fullvisibility, with highly granular and customisable reporting.

• Measurementofawiderangeofperformanceindicators with highly detailed reporting on agreed service levels.

• Aweb-basedworkflowplatform to improve, even automate, communication and marketing processes and facilitate effective handoffs, tracking and collaboration with external agencies.

• Anautomatedinterface to common platforms such as Ariba, Oracle and SAP.

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100+Household brands supported

10,000Brand campaigns or projects managed each year

€250mPrint procured annually

900+Employees across Europe delivering for our clients

1billionCustomer communications implemented for our clients

100+Languages supported for translation and localisation

280mTranslated words per year

Managing brand campaigns and communications for over corporate clients

Our experience in Europe

Countries supported with a network of suppliers1750

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