Driving digital transformation
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Digital Transformation is a systematic approach to your business that applies digital thinking across everything you do, from the front office to the back office. It’s what we refer to as “The New Business of Digital.” The quote you see summarizes that thought well. This is an important distinction because not only is there a direct, tangible improvement to the specific area that you change through digital technology and digital thinking—for example, replacing hard-copy documents with electronic documents—but there is a significant value-add as well. Through Digital Transformation, your processes are: Optimized through intelligent information capture Streamlined by removing time-consuming steps Replaced with a new, simpler way of doing things To learn how it impacts business download the presentation or visit our website http://www.fujixerox.com.au/products/
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Driving digital transformation
- 1. Driving Digital Transformation September 2nd 2015 Taraz Nadarajah – taraz.nadarajah@aus.fujixerox.com
- 2. Digital Transformation “You need to transform your business by applying digital thinking across everything you do.” —Forrester Research, March 2014 2
- 4. Digital Disruption in Our World 4 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
- 5. Digital Transformation 5 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
- 6. Many Business Processes Still “Untamed” 6 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
- 7. 7 Digital Disruption in our Customers World Trusted Advisors & Support Technology Stack Systems of Engagement Systems of Record ERP CRM ECM HR Business Workflows Drive overall business-wide productivity, reducing cost and increasing transparency Personal Workflows Drive personal productivity around discrete documents and ad-hoc relationships
- 8. Streamline processes to greatly reduce costs Establish new levels of engagement & collaboration Transform & simplify customer interactions Business Value Stairway 8 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
- 9. Software & Solutions Technology Stack 9 Intelligent Capture Content Management Workflow Automation MFD Fax Email Mobile WebSmart Forms LOB Systems Core technology and service components – the foundation for customer solutions ContinuousImprovement DataandWorkflow,PerformanceAnalytics TrustedAdvise&Support Consulting,ProfessionalServices,Support,Operations Process, Automate and Integration Industry (Vertical) Solutions Multi-channel ingestion, capture and smart processing Securely, store, share and manage information Documents Store Share & Collaborate Search 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 Onramp OffRamp Mobile Rules Reporting
- 10. Automate and simplify our customers’ business processes with a focus on eliminating inefficiencies from paper-based workflows. Workflow Automation 10 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
- 11. Intelligent Capture Solutions Import 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. 11
- 12. Content Management Solutions Easily 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. 12
- 13. Customer Communications Personalised, 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 13
- 14. Workflow Automation Approach 14 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.
- 15. Print Management Solutions Help 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 15
- 16. 86CONSULTANTS have more than 950Years of 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
- 17. Xerox, Xerox and Design, as well as Fuji Xerox and Design are registered trademarks or trademarks of Xerox Corporation in Japan and/or other countries and are used under license.
Editor's Notes
- The first question we should ask is, “What is Digital Transformation?” From its name, Digital Transformation sounds like it entails replacing analog processes with digital processes through the use of digital technology, such as digitizing paperwork in an existing process. That is part of it, to be sure. But that only scratches the surface. Digital Transformation is a systematic approach to your business that applies digital thinking across everything you do, from the front office to the back office. It’s what we refer to as “The New Business of Digital.” The quote you see summarizes that thought well. This is an important distinction because not only is there a direct, tangible improvement to the specific area that you change through digital technology and digital thinking—for example, replacing hard-copy documents with electronic documents—but there is a significant value-add as well. Through Digital Transformation, your processes are: Optimized through intelligent information capture Streamlined by removing time-consuming steps Replaced with a new, simpler way of doing things Now let’s talk about how it impacts business. 1. Source: Forrester Research, The Future of Business is Digital, By N. Fenwick and M. Gill, March 10, 2014
- Let’s look at a couple of examples of companies that have embraced the opportunities that Digital Transformation brings: First, there is Airbnb. This is one of the most successful peer-to-peer digital communities which offers people a platform to market rooms to interested travelers. Widespread mobile Internet connectivity and a review-driven ecosystem are largely responsible for this success, and since 2008, Airbnb now has over 500,000 listings in 33,000 cities and 192 countries. In money terms, in 2012 Airbnb took $250 million away from the Parisian hotel industry. In New York City, they generated $632 million in economic activity in a single year and supported 4,580 jobs throughout all five boroughs. At this pace, they are widely expected to pass InterContinental Hotels Group and Hilton Worldwide to become the globe’s largest hotelier next year. Uber is challenging the traditional models of not just taxi reservation, but even the concept of car ownership. This app-driven minicab service, where users summon a ride with a tap on their smartphones, is now worth $3.4 billion and operates across the globe in 44 countries. And this has all been accomplished just since 2009. In order to compete in an increasingly digital world, Walmart has opened a satellite digital office in Silicon Valley to actively recruit top talent—just like a number of other well-established companies are doing as well. These are just some of hundreds of examples of how Digital Transformation is changing not only the way we do business, but how it can, in fact, create new business and revenue streams that didn’t exist before. In fact, an MIT Sloan/Cap Gemini study put the financial picture into perspective. In the graphic on the top right, you can see how leaders in digital achieved the best financial results in revenue creation, profitability, and market valuation. Breaking down the categories for you, “Digirati” are the most advanced companies embracing digital technology, “Fashionistas” and “Conservatives” are companies that are still undergoing Digital Transformation, and “Beginners” are companies that are just starting. It’s also important to note here that this demonstrates that while Digital Transformation has a number of distinct financial benefits, it doesn’t just happen overnight. Digital Transformation is a systemic change that can affect every level and process of a company … but the benefits in the long run are significant. The numbers at the bottom reinforce this. These show that the highest-growth companies in today’s marketplace are those that are actively leveraging digital approaches. From using data and analytics to improve marketing impact, to recognizing the importance of digital channels, to providing a consistent experience across ALL channels, these further show just how Digital Transformation can have a real-world impact on companies that embrace it.
- So now the question is, “What specific processes could benefit most from Digital Transformation in your organization?” Many business processes in companies are largely what we refer to as “untamed.” What do we mean by that? Well, a business process, at its highest level, is any activity that helps an organization achieve its goals. Packaged and industry-specific applications, such as [example specific to customer], largely form the process backbone for most enterprises and businesses. However, organizations need numerous other processes to meet their goals—for instance, [example specific to customer]. Where issues start to arise is when the prepackaged applications aren’t designed to or are unable to handle these other non-core processes, so they are approached in tactically haphazard ways. Over time, these jerry-rigged or improvised processes become bloated with non-value-added activity, such as upkeep of these inefficient processes simply to keep them functioning in at least some manner. In short, they become untamed. As a result, IT gets dragged in to support these, leading to even more tools being applied chaotically in an attempt to tame these processes … which typically leads to even more inefficiency. You can see here a number of typical areas where this can happen. As you may notice, there are a lot to choose from.
- Fuji Xerox products and solutions help unite personal and business workflows, increasing knowledge worker efficiency, and structured business process effectiveness. Help knowledge workers Automate and Simplify their personal and office work experience: Office of the Future Unstructured data and processes High departmental, personal value Tightly aligned to MPS
- Fuji Xerox solutions help our customers to work smarter in a variety of ways. We can classify these value propositions into four areas: Information Visibility – digitizing paper for better access and compliance purposes Operational Excellence – streamlining processes to greatly reduce costs Customer Intimacy – establishing new levels of engagement and collaboration And Enterprise Agility – radically transforming and simplifying customer interactions – bringing together the three other value propositions to achieve maximum agility across the organization. Whether you are an IT manager, IT or line of business executive, or C-level executive, Fuji Xerox delivers significant value to your organization.
- Intelligent Capture Use MFP’s to convert paper documents into digital format. Initial ‘On-ramp’ Capture hardcopy and electronic documents, index and intelligently extract / add relevant information prior to releasing to client application of systems to initiate process automation and document sharing Securely ingest, share, process (using business rules and logic) and store electronic documents and forms for effective collaboration and workflow automation Content Management Easily capture, store, share and transform paper-based and electronic documents with Enterprise Content Management, either on-premises or delivered in the cloud. Seamlessly integrate with your existing content management system with confidence -- Workflow automation/integration. Horizontal solutions to support specific departmental workflows. Onboarding Product Development Communications Billing Customer Service Industry vertical solutions with advanced document and process management capabilities. Retail Banking Insurance Higher Education Government Healthcare Provider Others
- So, how do you start the process of Digital Transformation? Well, one of the most effective ways is to leverage digital technology to improve both back-office and front-office processes is Workflow Automation. It helps automate and simplify our customers’ business processes by focusing on the elimination of the inefficiencies brought on by paper-based workflows. As a result, we’re typically being asked to help our clients: Improve Customer Experience Digitize customer engagement Digitize 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
- Getting legacy content into enterprise systems and processes is one of the biggest obstacles to digital transformation. Intelligent Capture Services provides a scalable and flexible platform for accomplishing this. From basic walk-up MFP scanning, to process-governed intelligent capture, to mobile capture and fax scanning, Intelligent Capture Services reduces paper use in general office applications, helping remove cost from all areas of operations. It also provides easier access to digital technology and automates processes for greater organizational agility … and provides multi-format and consistent capture and access to digital material. Leverages Xerox Managed Print Services (MPS) capabilities and the distributed scanning capacity of MFPs to deliver a fully integrated solution. Includes advanced capabilities, including intake normalization, OCR and document conversion, data extraction and validation, metadata addition, and integration with repositories and business process applications. Challenges It Addresses Helps make the transition from paper to digital while enhancing the value of the remaining paper in business processes. Removes content silos and complex steps from processes that involve physical documents. Benefits and Expected Outcomes Significant reduction of paper in general office applications Easier access to digital technology Multi-format and consistent capture and access to digital material
- Delivered as an on-site software as a services (SaaS) offering, this enterprise content management system enables you to remove cost from all areas of operation as well as automate processes by easily capturing, storing, sharing and transforming paper-based and electronic documents. By removing the complexity from document-centric workflows, our Enterprise Content Management helps cut overall costs while increasing employee productivity through simpler workflow—not to mention the automated, repeatable processes enabled by our services support process optimization, risk assessment and audit reporting. Configuration, implementation and support services are also included in the offering. Primary Features Intelligent Capture: Our processes transform information on paper into flexible and versatile digital business content. Secure File Storage: Once corporate information is captured, we make it readily available to relevant stakeholders through instant, secure access. Audit and Compliance: We ensure that every step of our content management process supports and helps protect the organization from liability issues. Index and Search: Once we extract meaning and value from scanned documents, information is automatically indexed and stored in an easily searchable format. Mobile Access: With anywhere-anytime access to content, organizations can better manage, process and share their documents, increasing employee flexibility and productivity. Challenges Addressed By automating business processes, organizations reduce processes that often take up to a week to mere minutes. Enterpirse Content Management speeds up delivery of information to customers, which in turn fosters loyalty and increases satisfaction. Once business processes are standardized, compliance can be more easily achieved. This platform can be easily integrated with any customer environment, ensuring that all multifunction printers can be leveraged to support turnkey content management. 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 and audit reporting.
- And we do this with workflow automation. Our workflow automation offerings enable our clients to capitalize on the digital transformation movement in a variety of ways. We offer a complete breadth of offerings which can be broken down into three main categories—methodologies, platforms and solutions. Methodologies These include user-focused assessments. We use big data analysis to identify customer trends and extract business intelligence from millions of documents and data points, and provide ethnographic assessments to create solutions that are fine-tuned to the user experience. To assure project success, we leverage Lean Six Sigma and other methodologies for project management at every step of the way. Platforms Platforms are the technologies that serve as the basis or foundation for our solutions and methodologies. These include cloud and on-premises platforms for content management, business process management, image capture and transformation, as well as data extraction platforms from enterprise systems. Solutions These cover all of the software and hardware technologies which are deployed in particular organizations with a very specific, direct purpose. These cross-industry offerings address a wide range of routine business processes, from e-forms to Accounts Payable. We also offer highly specialized vertical solutions for a variety of industries, including [insert customer’s industry here]. Together, we combine these three components to drive innovation across your business environment.
- Our technical expertise spans from the technical – Infrastructure that connects our world datacentres, networking, storage, operating systems, virtualisation. (Microsoft, Novell, Citrix, Cisco, Vmware, etc) Through developers who build anything from applications, through automated workflows to the glue the binds your exsitng line-of-business (LOB) systems together to streamline your business To softer skills such as project management, process and change management required to thoroughly analyze processes and facilitate seamless implementation – including customer adoption and usability.