Essential Enterprise Efficiency: Navigate Hosted Managed Services Without Getting Lost in the Cloud
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The document discusses hosted managed services (HMS) for customer communications management (CCM). It notes key trends driving CCM to shift from on-premise to cloud-based models and from product-based to outsourced service-based approaches. The document defines HMS as a model where a vendor hosts CCM software in the cloud and manages services for an enterprise. It lists benefits of HMS like faster deployment, easier scalability, cost savings from reduced hardware needs, and continuous updates with zero downtime. It recommends that enterprises consider HMS when revisiting their CCM strategy to gain benefits around time-to-value, scalability, security and lower total cost of ownership.
Essential Enterprise Efficiency: Navigate Hosted Managed Services Without Getting Lost in the Cloud
- 1. Essential Enterprise Efficiency Navigate Hosted Managed Services Without Getting Lost in the Cloud Kaspar Roos, Founder & CEO, Aspire Allan Christian, VP Engineering, Precisely Gerhard Heide, Senior Global Director, Strategy & Marketing, Precisely
- 2. Meet the speakers Gerhard Heide Senior Global Director Strategy & Marketing Precisely EngageOne Allan Christian VP Engineering Precisely EngageOne Kaspar Roos Founder and CEO Aspire linkedin.com/in/kasparroos kaspar.roos@aspireccs.com gerhard.heide@precisely.com Allan.christian@precisely.com linkedin.com/in/allanchristian linkedin.com/in/gerhard-heide
- 4. 4 © Aspire, 2021 Key Trends in HMS What are the forces shaping CCM? What is hosted managed services (HMS)? Why should you consider shifting to HMS? 1 2 3
- 6. Key Trends in HMS 6 1 3 2 © Aspire, 2021 4 CCM to CXM On-prem to Cloud IT to LOB Products to Services
- 7. Cloud Trends
- 8. 42% 43% 13% 2% Enterprise Interest in Subscription CCM Software How would your organization ideally pay for CCM software? 8 51% 40% 41% 37% 45% 34% 7% 14% 24% 0% 20% 40% 60% 80% 100% IT Led LOB Led CX Led Don't know Subscription Shifting to subscription in the next 12-24 months License and maintenance N = 106 N = 365 N = 41 Source: Aspire, The State of CCM-to-CXM Transformation, 2019 N = 512 Total Respondents © Aspire, 2021
- 9. Process communications are shifting to the cloud 9 © Aspire, 2021 What is your organization's preferred cloud model for CCM software applications that process PII or are subject to data privacy regulations? Source: Aspire, The State of CCM-to-CXM Transformation, 2019 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% CXM CCM 2.0 CCM 1.0 Multi-tenant SaaS Private cloud Public cloud, virtual private cloud Hybrid cloud No cloud, on-premise only No preference N = 512 Multiple answers allowed Majority wants cloud
- 11. 49% 43% 39% 38% 19% 26% 30% 40% 30% 25% 28% 19% 0% 20% 40% 60% 80% 100% SMB Small Enterprise Mid-market Enterprise Large Enterprise Yes, more outsourcing No shift expected Yes, more in-house Don’t know 11 Customer communication production shifting to outsourcing Source: Understanding the New Digital Reality, 2020 © Aspire, 2020 39% 38% 22% 1% Low volume in-house Most or all done in-house Most or all print outsourced Don’t know Transactional: Current Distribution Transactional: Expected shifts in 12 to 24 months N = 300 33% 45% 21% 1% Mostly outsourced Mostly done in-house Mixed model Don’t know N = 300 Marketing: Current Distribution Marketing: Expected shifts in 12 to 24 months 31% 44% 40% 28% 21% 26% 31% 47% 45% 26% 24% 23% 0% 20% 40% 60% 80% 100% SMB Small Enterprise Mid-market Enterprise Large Enterprise Yes, more outsourcing No shift expected Yes, more in-house Don’t know
- 12. Insourcing/Outsourcing and Services Procurement 12 Which of the following services do you (plan to) procure from customer communication services providers in the next 12 months? Source: Understanding the New Digital Reality, 2020 © Aspire, 2021 N = 300 enterprises in the U.S. 22% 24% 26% 30% 30% 36% 36% 38% 39% 41% 43% 53% 0% 20% 40% 60% Document management, scanning, mailroom, archive Customer journey mapping/omni-channel orchestration Content/template migration/rationalization Payment or electronic signature services Campaign management/data analytics Communications design Strategy consulting Digital experience (chatbots/personalized video) Print production Customer communications technology platform Print management (i.e., sourcing print) Digital delivery
- 13. What is HMS?
- 14. In-house Model Managed Services Model Businesses execute CCM on-premise through containerization or through cloud services directly from a vendor. Enterprises manage services themselves or manage them through a vendor or a delivery partner. Each business has its own teams creating and managing communications or working with a service provider to acquire any necessary expertise. Businesses send print-ready files to a print outsourcer or their own in-house print facilities. They often execute digital delivery through a gateway services provider. An enterprise client and HMS provider agree on business goals. An HMS provider offers a centralized platform with remote access for the client (and its own staff). The provider creates communication templates, but the client’s own teams act as authors and functionality designers. The provider offers print (or print management) and digital delivery. Hosted managed services (HMS) run vendor-hosted software in the cloud HMS vendors typically adjust their architecture to feature micro-services and APIs © Aspire, 2021 65% of enterprises will invest in new CCM technology as a result of market changes brought on by COVID-19 45% of enterprises will be reviewing their outsourcing models as result of COVID-19 According to our 2020 research…
- 15. Why HMS?
- 16. CCM /CXM Control Hub 1. Find 2. Sell 3. Deliver 4. Bill 5. Service 6. Engage Acquisition Onboarding / Enrollment Critical Communications Direct Mail E-mail Coupon Forms Welcome survey Signatures Contracts Welcome kit Personalized videos Bills & Statements Claim notifications Business correspondence Customer service Mobile payments Direct Mail E-mail Coupon Digital Transformation Requires Linking CCM to CX Stack Notifications © Aspire, 2021
- 17. 17 A Fundamental Shift in Thinking About CCM © Aspire, 2021
- 18. 18 © Aspire, 2021 Benefits of HMS Faster to deploy Reduces dependance on IT Easier to scale 1 2 3 Cost savings – no need to invest in extra hardware to handle peak volumes HMS is vendor-managed, always up-to-date, and evergreen Continuous deployment = Zero downtime (Software can update without going down for maintenance) 4 5 6 Opex vs. Capex Security Easier/Fully managed service: The vendor can create communications or change requests 7 8 9
- 19. Recommendations
- 20. Key Recommendations Top take aways about CCM hosted managed services (HMS) • IT leaders: ensure to look at HMS when revisiting your CCM IT stack • HMS has evolved to a more economical model of customer communicaitons management production than on-prem IT • LOB executives or marketers: get your vendor or outsourcer to host and manage your IT stack as HMS • HMS offers benefits around faster time-to-value, scalability, security and lower TCO © Aspire, 2021
- 21. Any questions? 21 © Aspire, 2021 Thank You! linkedin.com/in/kasparroos @kasparroos kaspar.roos@aspireccs.com +44 79 619 30 752 ? ? ?
- 22. Discussion and QA Gerhard Heide Senior Global Director Strategy & Marketing Precisely EngageOne Allan Christian VP Engineering Precisely EngageOne Kaspar Roos Founder and CEO Aspire linkedin.com/in/kasparroos kaspar.roos@aspireccs.com gerhard.heide@precisely.com Allan.christian@precisely.com linkedin.com/in/allanchristian linkedin.com/in/gerhard-heide