Document Management Solutions
ePresentment
Communicating with consumers via their channel of choice
For every one of your customers and
every part of your business
The proliferation of
communication
channels has
accelerated customer
preference to receive
their documents via
delivery methods
other than traditional
post; this provides an
opportunity for
organisations to
significantly reduce
mail delivery costs
whilst at the same
time communicating
with customers
through their channel
of choice.
ePresentment is a compelling alternative to print and mail providing customers
with online self-serve access to documents via a web portal. Providing consumers
with this delivery channel improves the customer experience by communicating
via their preferred channel, delivering an online electronic archive of documents
for record keeping and enabling online payment of bills.
Self-service reduces call-centre traffic as customers who have access to an online
archive of historical documents are less likely to contact the customer service
centre with bill or statement related queries. Online access enables customers to
print and save documents locally, reducing the need to request reprints of
documents and contributes to organisational sustainability goals. The adoption
of ePresentment delivers significant benefits to both the organisation
generating the documents and the customer receiving them, a true Win-Win.
Our ePresentment solution also means our clients can provide a single input
data file for their statements, bills, letters and other customer communications
for distribution across all paper and electronic forms; this includes the ability for
dynamic design, tailoring each communication to suit the channel that it is
being delivered by.
Your business improvement
The foundation of our ePresentment solution is a content management
platform for the storage of documents that may be presented online; this
requires the content management platform to be integrated with document
generation systems (those systems that generate documents delivered to
customers via post, email or fax) in order to capture the content for online
storage and presentment.
The content management platform fulfils two functions:
1) Online access to communications for an organisation’s customer service
staff enabling efficient resolution of document related consumer queries
and reduction in Average Handling Time (AHT).
2) Online access to communications for end customers enabling self-service
to current and historical documents. The result is a reduction in customer
service traffic for document related calls, as well as a reduction in AHT.
Our ePresentment solution also means our clients can provide a single
input data file for their statements, bills, letters, and other customer
communications for distribution across all paper and electronic forms;
this includes the ability for dynamic design, tailoring each
communication to suit the channel that it is being delivered by.
Managing customer preferences
A key component of our ePresentment solution is our ability to manage
customer preferences, the distribution of documents across multiple delivery
channels (post, email, fax and web) and the fall-back to an alternate channel if
the primary mechanism fails (for example: fall-back to post if a notification
email is undeliverable).
Our ePresentment solution can deliver documents through multiple
interfaces:
•
Portal integration – using our web services middleware Fuji Xerox can
directly integrate the content manager platform with client portals (for
example: via Internet Banking, Customer Service and Member Services
portals)
•
ViewPay – our ViewPay hosted web portal provides consumer
self-registration, document viewing and bill payment services. ViewPay can
be implemented as a standalone client-branded portal or be linked to from
an existing client portal
•
BPAY View – BPAY View enables the viewing and payment of bills via
Internet Banking and the BPAY scheme. Fuji Xerox provides Bill Service
Provider (BSP) services for 70% of BPAY View billers
•
Digital mail service – our solution enables delivery to the new and
emerging channels of proprietary and non-proprietary digital mail boxes
•
Consumer direct – email and SMS content can be served direct to the
consumers
Our Multi-Channel Value Proposition
Paper
Channel
Channel
Management
Composition
Multiple
Mailhouses
Other service
providers
BPAY
View
ViewPay
digital mailbox
Consolidation
Client
email
Reconciliation
Multiple
Output
Messaging
End
Consumer*
*Consumer will choose
Archive
ePresentment
New
Channels
New Channels
not yet invented
Creating efficiency, engagement and effectiveness
Simplifying Business
Our solution benefits
The benefits of Fuji Xerox ePresentment solution include:
•
Security – a trusted environment for clients and customers. With more
than 3 billion documents under management Fuji Xerox offers the Asia
Pacific’s most trusted and secure ePresentment solution
•
Local access – the ability to save and print documents locally on a
consumer’s PC
•
Notifications – email or SMS notifications to alert the customer that a
new document is available for viewing and optionally when a payment
is due
•
History – up to 7 years of documents available online for search and
retrieval providing a reliable and trusted online archive for
record keeping
•
Simplicity – a simple and intuitive user interface with high availability
and fast response times
Customer
Satisfaction
A key component of our ePresentment solution
is our ability to manage customer preferences
across multiple delivery channels.
Pro
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at
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Pr o
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Mail
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oms
ha
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Print
Procurement
Fuji Xerox offers
Document
Management Solutions
in the following
countries:
• Australia
• Hong Kong
• Korea
• Malaysia
• New Zealand
• Singapore
• Taiwan
• Thailand
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Our solutions and capability
For more information or detailed product specifications,
call or visit us at
17 Hargreaves Street, College Hill, Auckland 1011
Tel: 0800 4 XEROX (0800 493769)
www.f uj ix erox .c o. nz
XEROX and the sphere of connectivity design are trademarks or registered trademarks of Xerox Corporation in the U.S. and/or other countries.
Simplifying
Business
www.dms.fujixerox.com