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The High Performance Digital Front Office

Rod Hodgman
Jeff Kalicki
Mar. 12, 2013




                        1                   Copyright 2010 Avoka Technologies..
An Amazing Five Years

   EXAMPLE                 2008                    2013


   Devices             Desktop/Laptops   Tablets and Smartphones


   User Interfaces     Keyboard/Mouse    Touch, Voice, Gesture


   Operating Systems   Windows           iOS and Android


   Connectivity        Occasional        Always Connected


   Interactive Forms   XFA PDF           HTML5

   Transactions        Analog            Digital


                                  2                       Copyright 2010 Avoka Technologies..
Changing Expectations and Behaviors

Growth in Mobile and e-Commerce is Creating a “New Normal”




                          Customers Increasingly Expect
                           To be able to do anything/everything online

                           That every interaction is available as an
                           engaging digital experience
                           That all digital experiences are optimized for
                           the device in use




                             3                              Copyright 2010 Avoka Technologies..
Mobile Becomes the Face of Engagement

    It took 22 years for the first 2 billion people to connect to the Internet
         The next 2 billion users will be online in the next five years




                        Mobile Internet Users > Desktop Internet Users
                        Shipments of Tablets and Smartphones >1B (Gartner)
                                           4                                 Copyright 2010 Avoka Technologies..
Mobile Users are Demanding

              Harris Interactive Survey of Mobile Users


47% expect the mobile experience to be better than call-
center or branch office visits



43% who experience a problem will abandon the transaction

78% who experience problems share those experiences
with others

                                  5                       Copyright 2010 Avoka Technologies..
e-Commerce Defines the Transaction Experience


e-Commerce Estimated to Reach $1T in 2013




                              Source: Goldman Sachs



     In fact e-Commerce hit $1T in 2012
 Just as with mobile the growth in e-Commerce is a fundamental transition
    to a new level of simplicity, ease-of-use, and above all, convenience
                                      6                       Copyright 2010 Avoka Technologies..
Mobile and e-Commerce




 Impact form the growth of Mobile and e-Commerce




                        7                Copyright 2010 Avoka Technologies..
The Customer Journey

                   Transactions are the “Moment of Truth”




        DISCOVER                   TRANSACT                     MANAGE


  Search,                                      Paper Forms
                 Web Content
 Advertising     Management    eCommerce        Call-Center    CRM       CCM
  & Social                                     Branch Office




               Transactions are the lifeblood of every organization

                                           8                             Copyright 2010 Avoka Technologies..
Online Transactions are Mostly Analog

        A There are two types of transactions – Digital and Analog




         DISCOVER                 TRANSACT                    MANAGE


   Search,      Web Content
                                           Paper Forms
  Advertising   Management    eCommerce     Call-Center    CRM           CCM
   & Social                                Branch Office




                              Digital      Analog

                   PDF forms, call center interactions, branch office visits, or
                  applications that don’t offer an optimized device experience
                                          9                              Copyright 2010 Avoka Technologies..
The Experience Everyone Wants


                      Online, Device Aware Experience




         DISCOVER                 TRANSACT                      MANAGE


   Search,      Web Content
                                               Paper Forms
  Advertising   Management    eCommerce         Call-Center    CRM       CCM
   & Social                                    Branch Office




                              Customer Analytics


                                          10                             Copyright 2010 Avoka Technologies..
The Experience Everyone Gets


     Online User/Mobile Experience              Analog




         DISCOVER                  TRANSACT                      MANAGE


   Search,                                      Paper Forms
  Advertising
                 Web Content
                 Management    eCommerce         Call-Center    CRM       CCM
   & Social                                     Branch Office




            Customer Analytics                  None


                                           11                             Copyright 2010 Avoka Technologies..
The Digital Front Office


             No longer can customer-facing business transactions
                     rely solely on “analog transactions”




                                        X

                             Digital Front Office
 Industry analysts are using the terms “Digital Edge” and the “Digital Front-Office”
            to describe the transformation to an all-digital experience.

                                         12                              Copyright 2010 Avoka Technologies..
Two Business Drivers for Digital Front Office




     Improving Competitive or Market Position


         Improving Operating Performance




                         13                     Copyright 2010 Avoka Technologies..
UK Government Transactions
        http://transactionsexplorer.cabinetoffice.gov.uk/




                                                            Average Cost/Transaction $33
                                        14                                  Copyright 2010 Avoka Technologies..
Cost of UK Government Analog Transactions




                       15               Copyright 2010 Avoka Technologies..
Potential Savings from Digital Transactions




                         16                   Copyright 2010 Avoka Technologies..
Most Transactions are Analog for a Good Reason




                       17                Copyright 2010 Avoka Technologies..
Avoka Transact

INDIVIDUAL                                                      ORGANIZATION


   Online Self-Service




                                Transaction Experience
                                 Management Platform            CRM



  Customers
   Citizens
   Partners                                                                                        BPM


                            Quickly give your customers and
                             mobile teams the ability to do
                            business online using any device.

  Mobile Staff
                                                                      ERP
 Mobile Sales and Service




                                                18                          Copyright 2010 Avoka Technologies..
Demonstration




        Powering your Digital Front Office



                       19                    Copyright 2010 Avoka Technologies..

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The High Performance Digital Front Office

  • 1. The High Performance Digital Front Office Rod Hodgman Jeff Kalicki Mar. 12, 2013 1 Copyright 2010 Avoka Technologies..
  • 2. An Amazing Five Years EXAMPLE 2008 2013 Devices Desktop/Laptops Tablets and Smartphones User Interfaces Keyboard/Mouse Touch, Voice, Gesture Operating Systems Windows iOS and Android Connectivity Occasional Always Connected Interactive Forms XFA PDF HTML5 Transactions Analog Digital 2 Copyright 2010 Avoka Technologies..
  • 3. Changing Expectations and Behaviors Growth in Mobile and e-Commerce is Creating a “New Normal” Customers Increasingly Expect  To be able to do anything/everything online  That every interaction is available as an engaging digital experience  That all digital experiences are optimized for the device in use 3 Copyright 2010 Avoka Technologies..
  • 4. Mobile Becomes the Face of Engagement It took 22 years for the first 2 billion people to connect to the Internet The next 2 billion users will be online in the next five years Mobile Internet Users > Desktop Internet Users Shipments of Tablets and Smartphones >1B (Gartner) 4 Copyright 2010 Avoka Technologies..
  • 5. Mobile Users are Demanding Harris Interactive Survey of Mobile Users 47% expect the mobile experience to be better than call- center or branch office visits 43% who experience a problem will abandon the transaction 78% who experience problems share those experiences with others 5 Copyright 2010 Avoka Technologies..
  • 6. e-Commerce Defines the Transaction Experience e-Commerce Estimated to Reach $1T in 2013 Source: Goldman Sachs In fact e-Commerce hit $1T in 2012 Just as with mobile the growth in e-Commerce is a fundamental transition to a new level of simplicity, ease-of-use, and above all, convenience 6 Copyright 2010 Avoka Technologies..
  • 7. Mobile and e-Commerce Impact form the growth of Mobile and e-Commerce 7 Copyright 2010 Avoka Technologies..
  • 8. The Customer Journey Transactions are the “Moment of Truth” DISCOVER TRANSACT MANAGE Search, Paper Forms Web Content Advertising Management eCommerce Call-Center CRM CCM & Social Branch Office Transactions are the lifeblood of every organization 8 Copyright 2010 Avoka Technologies..
  • 9. Online Transactions are Mostly Analog A There are two types of transactions – Digital and Analog DISCOVER TRANSACT MANAGE Search, Web Content Paper Forms Advertising Management eCommerce Call-Center CRM CCM & Social Branch Office Digital Analog PDF forms, call center interactions, branch office visits, or applications that don’t offer an optimized device experience 9 Copyright 2010 Avoka Technologies..
  • 10. The Experience Everyone Wants Online, Device Aware Experience DISCOVER TRANSACT MANAGE Search, Web Content Paper Forms Advertising Management eCommerce Call-Center CRM CCM & Social Branch Office Customer Analytics 10 Copyright 2010 Avoka Technologies..
  • 11. The Experience Everyone Gets Online User/Mobile Experience Analog DISCOVER TRANSACT MANAGE Search, Paper Forms Advertising Web Content Management eCommerce Call-Center CRM CCM & Social Branch Office Customer Analytics None 11 Copyright 2010 Avoka Technologies..
  • 12. The Digital Front Office No longer can customer-facing business transactions rely solely on “analog transactions” X Digital Front Office Industry analysts are using the terms “Digital Edge” and the “Digital Front-Office” to describe the transformation to an all-digital experience. 12 Copyright 2010 Avoka Technologies..
  • 13. Two Business Drivers for Digital Front Office Improving Competitive or Market Position Improving Operating Performance 13 Copyright 2010 Avoka Technologies..
  • 14. UK Government Transactions http://transactionsexplorer.cabinetoffice.gov.uk/ Average Cost/Transaction $33 14 Copyright 2010 Avoka Technologies..
  • 15. Cost of UK Government Analog Transactions 15 Copyright 2010 Avoka Technologies..
  • 16. Potential Savings from Digital Transactions 16 Copyright 2010 Avoka Technologies..
  • 17. Most Transactions are Analog for a Good Reason 17 Copyright 2010 Avoka Technologies..
  • 18. Avoka Transact INDIVIDUAL ORGANIZATION Online Self-Service Transaction Experience Management Platform CRM Customers Citizens Partners BPM Quickly give your customers and mobile teams the ability to do business online using any device. Mobile Staff ERP Mobile Sales and Service 18 Copyright 2010 Avoka Technologies..
  • 19. Demonstration Powering your Digital Front Office 19 Copyright 2010 Avoka Technologies..

Hinweis der Redaktion

  1. The growth in Mobile use and e-Commerce are forcingorganizations to provide an “all-digital” experience that allows their customers to do anything and everything online, using the device of their choice.No longer will customer-facing business transactions be able to solely rely on non-digital actives such as call center interactions, branch office visits, PDF forms, or poorly crafted applications that don’t offer an optimized experience for every device.
  2. Let me introduce you to Avoka Transact – a sophisticated, enterprise class Transaction Experience Management Platform!The value proposition is Avoka Transact delivers unmatched time-to-value for organizations by managing & optimizing high-stakes transactions with customers, citizens, partners and mobile staff. It enables organizations to attract and retain more customers, sell more products and services, reduce abandonment rates and improve the quality of the information that flows into your business systems.It supports two important “business” solutions.The Online Self-Service solution empowers business teams to create, deploy and manage custom data capture applications that enables their customers to transact onlineThe Mobile Sales & Service solution enables organisations to create, deploy and manage custom mobile data capture applications on a variety of devices
  3. albertusv@interfile.co.za