The document discusses self-serve customer communication management (CCM) and its benefits. It begins by defining key terms like CCM, cloud CCM, and self-serve CCM. It then explains that self-serve CCM allows business users to rapidly design, develop, and deploy communication campaigns through a user portal, wizards, templates, proofing workflows, and dashboards. The document provides an example case study of a self-serve CCM workflow for an auto dealership's cross-media campaign. It concludes by welcoming questions.

1. 1
POWER TO THE PEOPLE
EMPOWERING CUSTOMERS
THROUGH SELF-SERVE
COMMUNICATION MANAGEMENT
Presenter:
KASHIF MAHBUB
Vice President, Marketing
Doxee
DOXEE.COM
FACEBOOK.COM/DOXEEINC
@DOXEEINC
MARKETING@DOXEE.COM
@KASHIFM

2. 2
Cloud Adoption: A Status Update
We have come a long way in just 12 months!
Cloud and CCM Taxonomy
Untangling the web of acronyms
Self-Serve CCM: A Primer
A subset of Cloud CCM…and then some
1
2
3
Self-Serve CCM: A Vertical Application
Step-by-step breakdown of a SS-CCM workflow 4
AGENDA

3. 3
Cloud Adoption
Enterprises large and small and across a wide
range of industries are moving their applications
and infrastructure to the cloud at a rate we have
never seen before.

4. Technology Adoption Curve
4
Source: CROSSING THE CHASM by Geoffrey Moore
Innovators Early Adopters Early Majority Late Majority Laggards
TheChasm
Techies/
Brave hearts
Crossing the Chasm
Pragmatists
Skeptics
Visionaries
Conservatives

5. CLOUD ADOPTION
5
Recent Gartner Survey Results
38%of all organizations
surveyed indicate cloud
services use today
Source: Gartner

6. CLOUD ADOPTION
6
Recent Gartner Survey Results
38%of all organizations
surveyed indicate cloud
services use today
80%of organizations to use
cloud services in some
form within 12 months
Source: Gartner

7. 74%
26%
7
Recent Forrester Survey Results
Source: Forrester Research
Adopting Cloud-based Financial Systems
CLOUD ADOPTION
YES
NO
2013
87%
13%
2012
YES
NO

8. 61%
39%
8
Recent Forrester Survey Results
Source: Forrester Research
No Plans of Adopting Cloud-based Financial Systems
CLOUD ADOPTION
2013
HAVE PLANS
NO PLANS
37%
63%
HAVE PLANS
2012
NO PLANS

9. 9

10. CLOUD BENEFITS REVISITED
10
Benefits even more pronounced than before
FASTER
DEPLOYMENT
MEASURABLE
USER
ADOPTION
LOWER
IMPLEMENTATION
COSTS
NO
INFRASTRUCTURE
COSTS
LOWER
TRAINING COST
REDUCED SUPPORT
EXPENSE
REDUCED (OR ZERO)
UPGRADE COSTS
OP EX VS. CAP EX
BUDGETS EFFECT
PREDICTABLE
FINANCIAL
PERFORMANCE

11. 11
Cloud & CCM Taxonomy

12. 12
“If you can’t explain it
to a 6 year old, you
don’t understand it
yourself”

13. CLOUD & CCM TAXONOMY
13
CCM
Cloud
CCM
Self-Serve
CCM
Vertical
Industry
Applications
‣ CUSTOMER
COMMUNICATION
MANAGEMENT (CCM)
‣ CLOUD CCM
‣ SELF-SERVE CCM
‣ INDUSTRY VERTICAL
APPLICATIONS
Untangling the Acronyms

14. DOXEE CLOUD CCM PLATFORM
14

15. 15
Self-Serve CCM
An application or subset of Cloud CCM geared
towards the business user for rapid campaign
design, development and deployment.

16. SELF-SERVE vs. GENERIC CCM
‣ User experience
‣ Business-user oriented
‣ Wizard-based/automated process workflow
‣ Multichannel centric approach (not print centric)
16
KEY DIFFERENTIATIONS

17. SELF-SERVE vs. GENERIC CCM
UX is as important as its
business application
17
KEY DIFFERENTIATIONS
User
Experience
(UX)

18. SELF-SERVE vs. GENERIC CCM
Enterprise software
is no longer just for
IT users
18
KEY DIFFERENTIATIONS
BUSINESS
USER
CENTRIC

19. SELF-SERVE vs. GENERIC CCM
19
KEY DIFFERENTIATIONS
Point-n-click ease to
design campaigns,
compose documents,
build workflows
WIZARDS

20. SELF-SERVE vs. GENERIC CCM
20
KEY DIFFERENTIATIONS
Smart, mobile devices as
a communication channel
cannot be an afterthought
anymore
MULTI-
CHANNEL
CENTRIC

21. SELF-SERVE CCM
21
ESSENTIAL ELEMENTS
USER
PORTAL
WIZARDS
COMMUNICATION
TEMPLATES
PROOFING
WORKFLOWS
DASHBOARDS

22. SELF-SERVE CCM
1. User Portal
- design a new
document/template
- start a new campaign
using provided
templates
- re-launch a past
campaign
22
ESSENTIAL ELEMENTS
USER
PORTAL

23. SELF-SERVE CCM
2. Wizards
- User hand-holding
throughout the
process
- Reduced time-to-
market
- Corporate compliance
and control
23
ESSENTIAL ELEMENTS
USER
PORTAL
WIZARDS

24. SELF-SERVE CCM
3. Communication
Templates
- Designed for the
business user
- Eliminate need of full-
featured document
composition systems
- Templates reduce
time to market
24
ESSENTIAL ELEMENTS
USER
PORTAL
WIZARDS
COMMUNICATION
TEMPLATES

25. SELF-SERVE CCM
4. Proofing & Workflow
Management
- Onscreen preview of
the entire campaign
- Complete process
chain proofing
- Review/Approval
hierarchy & process
25
ESSENTIAL ELEMENTS
USER
PORTAL
WIZARDS
COMMUNICATION
TEMPLATES
PROOFING
WORKFLOWS

26. SELF-SERVE CCM
5. Dashboards
- Multichannel
communication
tracking
- Business analytics
- KPI monitoring
- Report presentation
26
ESSENTIAL ELEMENTS
USER
PORTAL
WIZARDS
COMMUNICATION
TEMPLATES
PROOFING
WORKFLOWS
DASHBOARDS

27. SELF-SERVE CCM
27
CASE STUDY

28. SELF-SERVE CASE STUDY
28
Auto Dealership Cross-media Campaign
Step 1:
User
Portal
Step 4:
Dashboard
Step 2:
Design
Wizard
Step 3:
Proof &
Produce
‣ User login to
campaign portal
‣ Campaign Templates
presented based on
user profile (designer,
marketing manager,
production..)
‣ User chooses the
desired template
‣ Campaign Wizard
launches with chosen
template ready for
editing
‣ Campaign source
information (e.g.,
name/location of a car
dealership)
‣ Based on user info,
wizard shows relevant
sub-templates (e.g.,
coupons for free
wheel rotation, etc.)
User chooses set of
sub-templates
‣ User uploads new
data file or chooses
from one from a list of
data files already
‣ An instant proof is
generated. User
approves / has option
to edit template/data
‣ User approves final
proof for production
and logs out
‣ Campaign portal
generates print and
digital output and
feeds them to
distribution system
‣ Distribution system
delivers output
‣ APIs, web services
and other integration
channels deliver data
from all distribution
channels back to the
main system
‣ Dashboard presents
business analytics =
input and output data,
statements printed,
emails/SMS’
delivered/not
delivered, website
visits, etc – in an easy
to read interface

29. 29
Qand A
DOXEE.COM
FACEBOOK.COM/DOXEEINC
@DOXEEINC
MARKETING@DOXEE.COM
@KASHIFM