Unleash Your Statements’ True Potential

Daniel Kim | Product Marketing ManagerSean O‘Donovan | Vice President, Marketing

Agenda

Purpose of a Statement Business Challenges with Poor Statement Design Benefits of a Better Looking Statement Designing Best in Class Statements Statement Delivery Statement Trends Colour Printing

What is The Purpose of The Statements You Issue?

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Statements – Purpose

Provide customers with a record of account(s) and transactions for a defined period Demonstrate compliance

with regulatory mandates

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Potentially What Else?

Customer communications vehicle A key element in an integrated

marketing program or campaign A tool to reduce customer

service overheads A tool to reinforce your

brand with your customers

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Business Challenges with Poor Statement Design

Customer dissatisfaction Call centre inquiries for statement related complaints typically

range between 20-35% Brand deterioration & missed brand impressions Legacy systems and custom coding make it difficult to respond

to statement change requests High costs associated with monthly

statements

3,000 Messages Per Day

The average North American is exposed to 3,000 of marketing messages per day

We’ve trained ourselves to zone them out

What Gets Read? They also receive between 15 to 20 transaction documents

per month It’s the ONE type of mail that 95% of people open And spend an average of 2-3 minutes reading!

1. Improved Branding2. Improved Customer Experience3. Reduced Call Centre Inquiries4. Targeted, Personalized Marketing in Multiple Marketing Message

Zones5. Rich Text and Images6. Decreased Costs7. Broader Design and Layout Options8. Check Image Support 9. Deliver a Better Look Online10. Staying in the Game

Benefits of Great Looking Statements

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An Opportunity Exists

• Create a delightful customer experience• Positively impact customer service• Expose and cross sell

products and services via marketing messages

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Design

What Should A Statement Do?

Facilitate communication Market brand consistently Be convenient

– Find key information on statement easily– Be easy to read

Provide an opportunity to cross sell and up-sell additional products & services

Form Follows Function

Ergonomics– logical flow…

important information first– comfortable– do not hunt for info

Smart documents– display what is necessary– remove what is not necessary

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Document Reengineering Focus time and effort on design that affects the impact of the

documents purpose

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Use space efficiently… Proportional fonts vs. Fixed width fontsUse narrow if applicableLegal Well designed, user friendly, intuitiveThe reader should not have to think about it Consider print and electronic

production realities

Fonts: Type Style & Size

• Use solid, plain easy to read fonts– Some people may prefer a larger type size – Twelve point is a good size for most writing– Ten point is the minimum size to use

• Don't ..– Combine more than three different

fonts on the same page –busy and confusing for the reader

– Use all capital letters – ITS HARD TO READ

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Fonts: Type Style & Size

Serif or Sans Serif?• A serif typeface makes text easier to read

– Leads your eye from letter to letter• A sans serif typeface is good for titles

– Draws your eye down into the body of the text

Serif fonts – Times New Roman, Constantia, New Century

Schoolbook

Sans serif fonts– Arial, AvantGarde, Calibri

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Better Looking Statements – A Great Customer Communication Vehicle…

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From This To This

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Better Looking Statements – A Great Customer Communication Vehicle…

Brand Reinforcement

Personalized contacts

Easy to read and decipher

Targeted Marketing Messages

Creating Best-In-Class Statements

• Ideally – tightly integrated with banking/brokerage system– Data redesigned from the ground

up using enhanced data from core system

• Allows Personalized & 1:1 marketing down to customer level– More effective messaging– Better communication of your

offerings

Template should vary from front vs inside pages

Advanced Statement Design

Differential templates for print statements vs. eStatements (B&W and/or colour)

Advanced Statement Design

Ability to append check images (various layouts) or to add promotion materials to statements – inserts, newsletters, notices.

Advanced Statement Design

Statement Trends

Statement Trends – Present and Future

FROM TO

Print and mail only Online statement options

One data stream Multiple, merged streams

Single item printing Multiple item printing

Black and white Full Colour

Differential Bundling

Embedded Links

Allows them to respond in real time to a marketing promotion

Clickable ad that takes reader directly to relevant web content

Clickable link in text based ad that takes reader directly to relevant web content

eInsertion

Doxim BPM Doxim ECM

Statement Data from Core Processing System

Content

Insert /newsletter served up IN THE SAME PDF as the statement when user opens the statement online

Print Lettershop Mail

Data Insertion & Merging

Doxim ECM

Doxim BPM

Print Lettershop Mail

Statement Data from Core Processing System

Supplementary Data File

Supplementary Data File

Data Insertion: Allows supplementary data to be added to the statement data stream before processing e.g. Airmiles Points on Mastercard

Data Stream Merging: Allows two separate print streams to be merged together post processing, before printing/ output e.g. Adding newsletter to statement print run

Color Printing

eDelivery Savings Colour Printing

Laggards

Customer cost

Doxim average e-delivery Doxim best practices

E-delivery

adoption

SavingSaving

eDelivery Trends Average “opt-out from printed statement” > 50% Doxim top 10 percentile of clients > 85% eDelivery

Doxim Offering

Doxim Statement Solutions

eStatements

Better Looking Statements

Enhanced data streams

eInserts and eNewsletters

In-line Newsletters

Color printing

Visit www.doxim.com to learn more

Contact us: info@doxim.com

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