We can help you really connect with your customers

INVOICE

REMITTANCE

SMS

WOW

Smart Ways to Manage Multi-Channel Communications

RATING FREQUENCY

BRAND INTERACTION

RATING POINTS BRAND LIFT

REACH

ROI COST PER LEAD

REAL METRIC NEW CUSTOMER QUANTIFIABLE

LEAD

NEOPOST – EUROPE’S NUMBER 1 SUPPLIER OF MAILING SOLUTIONS

WHAT IS MULTI-CHANNEL COMMUNICATIONS?

KNOW YOUR CUSTOMERS

ABOVE THE LINE

BELOW THE LINE

Welcome to our guide to creating effective Multi-Channel Communications.

Multi-Channel Communications is a concept that has developed over the last few years as technology enables more methods of customer communication.

In this guide, we will give you an insight into:

• Is this a real and successful means of generating more business or just a marketing buzzword?

• How your organisation can use Multi-Channel Communication to connect more effectively with your customers

We think that Multi-Channel Communication can be defined as the use of online and offline channels to communicate with target customers. As technology improves and an increasing number of consumers turn to online channels for information and other activities like interacting with businesses and brands, consumer demand for multiple channels of communication is growing.

Multi-Channel Communications add more dimensions to methods of connecting with customers and require an understanding of the way that customers use channels.

TV RADIO

OUTDOOR NEWSPAPER MAGAZINE

SOCIAL MEDIA

TRADE MARKETING / SAMPLING

ROAD SHOWS / DOOR TO DOOR

PROMOTION / SELLING EVENT MANAGEMENT

DIRECT MAIL EMAIL

AGREEDthat evolving into an effective

Multi-Channel marketing company will drive more sales and profit.

AGREEDthat successfully integrating multiple channels under a single integrated

marketing strategy is crucial to their long-term success.

77% 86%

WOW

WOW

WOW

SMS

SMS

How do they prefer to be contacted?

How do they respond and

purchase?

What can you realistically expect from

certain channels?

SOURCE: Forrester - The Multi-Channel Maturity Mandate (August 2012)

WHY HAVE MULTI-CHANNEL COMMUNICATIONS

SENDING

RESPONDING

EVOLVED?The growth in technology has enabled the rise of Multi-Channel Communications. With the rise of newer technologies such as email, SMS and social media, there are many more facilities to send communications and receive a response. More traditional methods such as direct mail and telemarketing have also seen developments that enhance impact and efficiency.

Customers are more able to receive and react to messages with the advent of smartphones and tablets.

More sophisticated technology means that facilities can be included in websites for customers to request information and purchase products as soon as they receive a message.

WOWSMS

INVOICE REMITTANCE

SMS

WOW

BUY

This is how I want it

IT’S WHAT CUSTOMERS WANT

of adults want to choose how

they receive their information

81%of adults do not like it when companies take

away their right to choose how they are

communicated with

84%

Customer pressure has been a key driver in the growth of Multi-Channel Communications. Consumers and businesses are reacting against organisations who change methods of communication from paper to exclusively digital. The objective must be to listen to your customers and deliver information in the manner that they feel is appropriate.

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7in10PEOPLE OWN A

SMARTPHONE

No.1EMAIL IS THE

ACTIVITY ON A SMARTPHONE

78%OF PEOPLE

CHECK EMAIL ON THEIR

MOBILE PHONE

KEEP ME POSTED

www.keepmeposteduk.com

An example of this pressure is the Keep Me Posted campaign, which has been launched by a partnership of charities, interest groups and businesses. It is lobbying service providers and government to give consumers the choice as to how they receive information, especially paper bills and statements.

USE ONLINE

MANAGEMENT

SOFTWARE TO

STORE YOUR

CUSTOMERS’

CHANNEL

PREFERENCES

AND MANAGE

SENDING OUT

COMMUNICATIONS

IT W RKS!USE MORE CAMPAIGN CHANNELS FOR BETTER BUSINESS RESULTS

✔

l When print was the only channel used in a campaign, the average response rate was 6%, with a conversion rate of 16.2%.

l When email was added into the mix, the response rate rose to 7.6% and the conversion rate rose to 18.3%.

l When print and a web landing page were combined, the average response rate was 7.6% with a conversion rate of 15.3%.

l When email was added into the campaign, the response rate increased to 8.2% with a higher conversion rate of 16.5%.

l When print, email, a web landing page and mobile marketing were used, the response rate increased to 8.7% with a higher conversion rate of 16.5%

l When print, email personalised URLs and mobile were used together, the response rate jumped to 8.7% and the conversion rate rose to 19.0%.

The increased response rates that organisations are seeing from Multi-Channel Communications show that it really does work. An InfoTrends study found that:

These results are typical for well-produced personalised marketing campaigns.

56%

L VE YOUR CUSTOMERSAND INCREASE THEIR VALUE

of customers

UTILISE 1 OR 2 CHANNELS when seeking customer care

of customers

UTILISE 3 OR 4 CHANNELS when seeking customer care

OF CUSTOMERS FAIL TO RETURN if you don’t have an

omni-channel strategy

Ovu

m 2

015

Cyb

ra 2

014

AND INCREASES RESPONSE RATES

A CROSS-MEDIA CAMPAIGN WILL SEE ON AVERAGE A

HIGHER RETURN ON INVESTMENT33%

SOURCE: Printing Industries Alliance (2013)

25% 52%

78%are more likely

to read statements that are available both

online and by post

5 OUTOF

PEOPLE

4 of companies agreed

they would be trying

to differentiate through

customer experience in

the years ahead

Office for National Statistics Computer Weekly 2015

(Percentage of respondents who then purchased or converted to new business)

Percentage of people responding to campaignSOURCE: InfoTrends - Understanding Vertical Markets Enterprise Communications Requirements (2012)

6.0%

PR

INT

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16.2%

7.6%

PR

INT

&

EM

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18.3%

7.6%

PR

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15.3%

8.2%

PR

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&

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8.7%

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19.0%

££££££EFFICIENCY AND COST SAVING

MULTI-CHANNEL COMMUNICATIONS

THE COMPONENT PARTSThere are many different channels that could be used to target customers including TV, radio, and outdoor advertising. We will focus on what, for most businesses, are the most relevant and prevalent. These are:

l DIRECT MAIL

l EMAIL

l TELEPHONE MARKETING

l WEBSITE AND CONTENT MARKETING

l SMS

l SOCIAL MEDIA

In the following section, we will examine how you can use each of these channels in more detail and how you can combine them to maximise the effectiveness of your communications.

Giving your customers information in formats that they want is obviously a key consideration. Adopting a Multi-Channel Communication strategy can also result in increased efficiency and cost saving for your business. This is the case for both outbound and incoming communication.

OUTBOUNDl You can use the same creative

approach, proposition and offer

strategy across all channels.

This provides a consistent image

and saves on cost

l Use of email, where customers

will accept it, reduces paper and

postage bills

l Technology can cut manual

processes and increase

staff efficiency

INBOUNDl Enable response by email or to

website to minimise Freepost or

Business Reply postal charges

l Response received by digital

channels enables you to react

more quickly

WOW

Neopost is the key ingredient to improved Multi-Channel Communications at Ranson UK - go take a look at this case study at www.neopost.co.uk/ranson

In Germany alone, businesses wasted more than

(US$1.5billion) a year on

unproductive marketing - often due to

a narrow focus on single channels.

¤1 BILLION

SOURCE: Booz & Co - Multi-Channel Customer Management

Delighting Customers, Driving Efficiency (2010)

DATA RULES!Accurate customer data is critical to the successful implementation of a Multi-Channel Communication programme. It is also a must have for all businesses. The Experian Global Data Report 2014 found the following:

• Inaccurate data costs businesses and fundamentally impacts on their performance

• The average organisation loses 12% of its income because of bad contact data, through wasted marketing spend and resources as well as lost productivity

• But the hidden costs may be even greater – 28% of those who have had problems delivering email because of bad data say that customer service has suffered as a result, while 21% experienced reputational damage

of businesses dependent

on databases have reported

that they believe some

aspect of the data they

hold is:

MOST THINK THIS IS MORE THAN A QUARTER

94%

FLAWED

of companies that

INVESTED in better data quality saw their

PROFITS INCREASE last year

90%

‘ONE PIECE OF DATA CAN

CHANGE THE WAY YOU SEE

OR COMMUNICATE WITH

A CUSTOMER’

If email becomes your customers’

preferred means of communication –

do you have an accurate email address

for ALL contacts? Does your database

enable you to maintain this?

1

ASSESS what customer data should be collected based

on your business goals

3

AUDIT your data and identify where

errors are occurring

4

CAPTURE

data accurately at the

point of entry

2

IDENTIFY

within the business where you can

obtain data

1

INSTIGATE a data

maintenance regime

3

STRIVE to ensure

each record is complete

4BE

PREPAREDto amend your data collection

regime to support business

requirements

2

ASSESS what you can do

in-house?

DATA

COLLECTION

RULES

DATA

MAINTENANCE

RULES

SOURCE: Experian - Global Data Quality Research (2012) SOURCE: Experian - Data quality, The Key to Unlocking Cross Channel Returns (2013)

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DATABASE

Investment in improving data accuracy has the power to more than compensate.

Worldwide, the average increase in profits was almost

£1 MILLION

per year*

*Over £940,000*Over £940,000

Being Responsible with your DataThere are a number of responsibilities on those organisations that maintain data on customers, prospects and staff, which are set down in the Data Protection legislation by the Information Commissioner’s Office. The Neopost Simple Guide to Data Protection provides an explanation of the key points of Data Protection legislation and useful links to websites that can provide more in depth information.

General Data Protection Principles apply to ALL organisations that process personal data. This can be defined as obtaining, recording, storing, updating or sharing data which relates to a living, identifiable individual whether in personal or family life, business or professional.

Under the 1998 Data Protection Act, individuals and organisations that process personal information need to register with the Information Commissioner’s Office (ICO), unless they are exempt.

The 8 data protection principlesPersonal information must:

REGISTER Information Commissioner’s Office (ICO)

be fairly and lawfully processed

be processed for limited purposes

be adequate, relevant and not excessive

be accurate and up to date

1

2

3

4

not be kept for longer than is necessary

be processed in line with the data subjects’ rights

be secure!!

not be transferred to other countries without adequate protection

5

6

7

8

Exemptions include organisations that meet all of the following:

Are not-for-profit

Process information for judicial functions

Do not process information electronically (including using computers and any system that can process the information automatically i.e. CCTV systems, digital cameras, smartphones, credit card machines, call logging and recording systems, clocking machines and audio-visual capture and storage systems)

Are not responsible for deciding how the information is processed

Only process personal information for personal, family, household or recreational reasons

Only process personal data to maintain a public register

Process personal data for staff administration ONLY (no advertising, marketing or public relations)

All you need to know about data protection can be found on the

Information Commissioner’s Office website (ico.org.uk). Register to

receive regular e-newsletters to keep up to date on the latest in data protection requirements: ico.msgfocus.com/ico/signup/

Establish a process to recognise

and respond to individuals’ requests

to access their personal data.

These free services are a great

place to start:

www.tpsonline.org.uk/tps/index.html

and www.mpsonline.org.uk and

www.ims-dm.com/cgi/offemaillist.php

Data Protection Assurance Checklist

REGISTER with the Information Commissioner’s Office (ICO) at ico.org.uk/for-organisations/register/

Establish an appropriate data protection policy.

Nominate a data protection lead.

Provide data protection awareness training for all staff.

Make privacy notices readily available to individuals.

Establish processes to ensure personal data is of sufficient quality to make decisions about individuals.

Establish a process to routinely dispose of personal data that is no longer required in line with agreed timescales.

Establish an information security policy supported by appropriate security measures.

Ensure an adequate level of protection for any personal data processed by others on your behalf or transferred outside the European Economic Area.

Establish a process to ensure new projects or initiatives are privacy-proofed at the planning stage.

2/3rds

OF PEOPLE KEEP MAIL

FOR FUTURE REFERENCE

Direct mail has long played a key role in communication with customers. This could be for marketing or transactional mail such as invoices, statements, etc. There is a perception that mail has fallen out of favour and has been superseded by the ostensibly cheaper alternative of email, however recent research by the DMA dispels that theory.

People continue to value direct mail and printed communications from brands, finding that it plays a seamless role within their connected worlds, offers some qualities not found in other comms and is an essential part of the overall brand experience.

Direct mail remains a vital component in any communication programme and is welcomed by customers.

It is most effective at:l Providing informationl Generating a response

DIRECT MAIL TRIGGERS AN ONLINE RESPONSE

58%MORE LIKELY TO CLICK A LINK IF THEY RECEIVED SOMETHING

IN THE POST

67%REFER TO MAIL WHEN

SEARCHING FOR A PRODUCT OR SERVICE ONLINE

Neopost and the DMA produced the ‘Practical Guide to Creating Effective Direct Mail Campaigns’ - go to www.neopost.co.uk/directmailguide to download your free copy.

We can help you create effective direct mail campaigns

Smart ideas for successful communications

UPDATED VERSION

PEOPLE TAKE DIRECT MAIL SERIOUSLY

79%OF CONSUMERS

REACT TO DIRECT MAIL IMMEDIATELY

hello!

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DIRECT MAIL EM@ILWHAT CAN YOU DO WITH EMAIL?1. INCREASE SALES

CONVERSIONS Prospects may require up to nine ‘touches’ before making a buying decision.

2. GENERATE REPEAT SALES Keeping in touch on a regular basis can generate repeat sales and improve customer loyalty.

3. UP-SELL AND CROSS-SELL YOUR PRODUCTS Email provides a great opportunity for you to help customers order “one more” product while they’re in the mood to buy.

4. GAIN FEEDBACK FROM YOUR VISITORS Email in particular provides your customers with a unique opportunity to give honest feedback.

5. DRIVE WEB USERS TO OFFLINE PURCHASES Email marketing is often a catalyst for web users to purchase offline. More than half of users in one survey had made a purchase offline after receiving an email promotion.

Receiving response – email enables responders to get to you quickly. Ensure you are set up to receive response and capture important information.

SOURCE: DMA - Email Tracking Report (2013)

Consumers who receive email spend

83%more when shopping

90% of consumers subscribe

to emails from trusted brands

There has been an obvious growth in

email traffic over the last 10 years.

It can be a very cost-effective method of

contacting customers with offers and links

to websites. There are a number of email

service providers and also packages that

can be purchased to implement campaigns

in-house.

TELEPHONE MARKETINGTelephone marketing is extremely effective when deployed as part of a Multi-Channel Communication programme. It can be used for both outbound and inbound calls, enabling you to speak to customers directly about their requirements.

1. Telemarketing can work with either ‘cold’ or ‘warm’ lists – You can use telemarketing to acquire new customers and clients, close deals and progress leads with people you’ve already contacted or even sell to existing customers.

2. It’s direct and elicits a direct response This means immediate results regardless of your objective.

3. It’s human! Good telemarketers can listen as well as talk.

4. It increases the effectiveness of other marketing efforts This is particularly true when linked with direct mail.

5. It can generate key customer and marketplace data You can be filling in the gaps in your database whilst making sales calls.

6. It’s extremely measurable Every call provides data and you can determine what data is useful to you.

7. It’s flexible As soon as you start making calls you will start gaining valuable feedback. Telemarketing can be responsive to new information.

SOURCE: SCI Study (2011)

SOURCE: SCI Study (2011)

SMS

SMS

SMS & MOBILE MARKETINGThe rise of the smartphone has established SMS as a communication channel that can be utilised effectively within a Multi-Channel Communication campaign. A Royal Mail survey found that 56% of people use their mobile to access the internet from anywhere.

1

2

3

4

5

6

SOURCE: Textlocal - The Mobile Customer Experience Report (2013)

WHAT ARE THE BENEFITS OF SMS? It’s a direct, immediate

channel

You can use shortcodes to simplify response and build your database

It can support and integrate with other channels

You can learn more about your customers

You can increase customer engagement

Response data enables you to monitor, track and improve

SOURCE: Pure 360 - MCM - Why SMS is integral to it (2013)

A study found that

90% of marketing managers think telemarketing is effective for

lead nurturing

of small business owners rely on phones (telemarketing) and, among them...

say such efforts are effective. (constant contact survey)

73%

74%

97%r

read SMS within 15 minutes

45%r

of SMS receive a positive response

WHAT ARE THE BENEFITS OF CONTENT MARKETING?

B2B marketers are using content marketing

tactics to affect the top of the sales funnel.

Content marketing objectives by program (% of respondents)

82%Engage customers/prospects

Drive sales

Educate the market

Build through leadership

Increase web traffic

SEO

Stay up-to-date with competitors

55%44%43%43%19%2%

WEB & CONTENT MARKETINGA recent marketing development is the

increased use of content marketing,

which organisations are using to connect

with customers and move them up the

decision-ladder. Updating your website

with new content can keep it fresh and

encourage customers to engage with

you more.

WHAT IS CONTENT

MARKETING?

The Content Marketing Institute defines it as: A marketing technique of creating

and distributing valuable, relevant and

consistent content to attract and acquire

a clearly defined audience - with the

objective of driving profitable

customer action.

SOURCE: Emarketer - Driving Engagement (2013)SOURCE: Content Marketing Institute(2013)

WHY DO B2B COMPANIES USE SOCIAL MEDIA?

TOOLS USED TO MEASURE SOCIAL MEDIA ROI INCLUDE:

SOCIAL MEDIASocial media has become a cost-effective

element of a Multi-Channel Communication

programme. It is much more than just

Facebook as organisations are successfully

exploiting other sites such as LinkedIn and

Twitter to generate traffic to content on

their own website. The key social media sites

have sophisticated campaign planning and

execution tools.

79% brand awareness

74% customer acquisition

71% lead generation

64% customer retention/loyalty

64% thought leadership

60% web traffic

51% sales lead quality

43% sales lead quantity

45% social media sharing

41% direct sales

41% qualitative customer feedback

41% SEO tracking

SMALL AND MEDIUM B2B BUSINESSES WITH AT LEAST

50 TWITTER FOLLOWERS GENERATE TWICE AS MANY

ONLINE LEADS AND BENEFIT MORE FROM SOCIAL

MARKETING THAN LARGER BUSINESSES

SOURCE: Social Media B2B - Audience Statistics (2013)

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93%of B2B Marketers use

content marketing

92%of marketers say that social media has generated more exposure for their business

BEST COMBINATIONSA major benefit of Multi-Channel Communications is the opportunity to test different combinations to ascertain which works best for your organisation. Also, asking your customers what they would prefer will help to direct your efforts.

When considering your strategy, the results below may give you food for thought.

SOURCE: DMA

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of marketers found that campaign performance improved when combining telemarketing with another channelWOW

+Hopefully, the previous pages have given you information that will help you to design a Multi-Channel Communication campaign to suit your objectives and budget. We have suggested a few things to consider as you are planning your programme.

HOW TO CONSTRUCT YOUR MULTI- CHANNEL COMMUNICATION PROGRAMME

WOWSMS

81%

92%have been driven

to online or digital activity

87%have been influenced

to make online purchases

86%have connected with a business

online

54%have engaged in social media

43%have downloaded

something

CONSUMERS SEE MAIL AND EMAIL AS PLAYING DISTINCT ROLES

Preference for Mail vs. Email (Absolute: % Prefer Mail vs. % Prefer Email) Mail Email

Brochures and catalogues 63 21

Welcome packs 62 23

Bills or statements 53 26

Loyalty rewards 49 27

Reminders 40 42

Issues or complaints 39 36

Information from companies not used before 26 43

Other products and services 22 54

Confirmation or follow up messages 21 57

Promotions and offers 21 53

News and updates 17 62

AS A DIRECT RESULT OF RECEIVING MAIL

1. ASK YOUR CUSTOMERS It is vital that you communicate with customers

how THEY want to, NOT how it suits you.

A reasonable sample of customer research should

be the first stage in your planning process.

• What do they expect?

• What would they be

unhappy with?

3. ASSESS WHAT CHANNELS YOU ARE ALREADY USING/ COULD DEPLOY It is likely that you are currently communicating with customers to send emails, statements and marketing information via direct mail and/or email.

• Could you do more with those communications?

• Could you do more with those channels?

• What channels could you easily deploy to in a Multi-Channel Communication? If you have a website, could you add content?

• Do you have employees that could assist in telephone marketing?

5. WHAT CHANNELS COULD YOU QUICKLY SET UP? LinkedIn, Twitter and Facebook profiles are initially free, although increased sophistication can bring cost.

6. WHAT CAN YOU DO IN-HOUSE?• You will have expertise and resource

available in-house, how can that be used?

• What tools could you purchase to increase the in-house capability?

• Where can you go for external support?

• What tools do you need?

PLAN

WOW

PLAN

??

4. DO YOU HAVE GOOD QUALITY DATA?Including:

• Accurate contact names

• Postal addresses

• Email addresses

2. PLAN YOUR ACTIVITY • What are the key events that you need to

promote – product launches, events, etc.?

• Do you want to implement an

ongoing campaign

of lead generation?

01001010110100111

00100101101110000

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To implement your Multi-Channel Communication strategy successfully, you will need

some tools. Exactly what will depend on your assessment of what you can do in-house

or use external resource. Here are some suggestions:

KNOWLEDGEEmbarking on a Multi-Channel Communication

programme may be a new departure and you

may need to draw on knowledge that will point

you in the right direction.

INCOMING MAIL You may currently receive customer

information in paper format. Make use

of DCS (Data Capture Solutions) to scan,

electronically capture and manage this

information to save time and minimise

data capture errors.

WHAT TOOLS DO YOU NEED?

DATABASE We have explained how

an accurate customer

database that is

regularly maintained

is fundamental

to the success of

your Multi-Channel

Communications.

At Neopost, we have

some extremely

effective data

management products,

to find out more visit:

www.neopost.co.uk/data-software/address-accuracy

OUTPUT MANAGEMENT SOFTWARE

www.neopost.co.uk/oms

lDesign documents simply and flexibly

lManage personalised content

lUse OMS to manage your customers’

communication preference -

mail vs email, etc

lCentralise production

lManage distribution

via mail, email

and SMS

SEND BROCHUREwww.neopost.co.uk/send

All you need to

know about

creating,

producing and

distributing mail

is contained in our

‘Send’ brochure -

download yours

now at the

link above.

EMAIL SOFTWARE

If you plan to add

sophistication to

your email marketing

and integrate it into

a Multi-Channel Communication programme,

you may need to acquire an email marketing

tool that will enable you to segment

communication and to analyse success.

MAILING PRODUCTION EQUIPMENT You may choose to create,

produce and distribute

mailings in-house. Neopost

has a range of equipment that could help,

including folder inserters and envelope

printers. For more information, please visit:

www.neopost.co.uk

FRANKING MACHINE

A franking machine is an

easy way to achieve the

most up-to-date postage

discounts. Neopost has a full range,

visit www.neopost.co.uk or

www.neopost.co.uk/franking-machines

to find out which

model is best for

your business.

WEBSITE An effective website is vital to enable

customers to respond to you and to

showcase products and services.

The regular addition of new content will

obviously give them a reason to return.

MULTI-CHANNEL COMMUNICATIONS IN

ACTIONWe have included a few examples of

how businesses are using Multi-Channel

Communications to increase revenues.

Whilst some of these organisations are large,

some of the tools and techniques can be

scaled for any size of business.

NEOPOSTHere at Neopost, we are advocates of

Multi-Channel Communications and will combine

a number of disciplines in each marketing

campaign. This enables us to efficiently target

customers with consistent messages using

direct mail, email, content marketing, telephone

marketing and press advertising.

NEOPOST HELPS KINGSLINE SOLUTIONS DELIVER INNOVATIVE INTEGRATED MARKETING CAMPAIGNS

CHALLENGE To find a robust production mail system, with the capability to manage complex mailing jobs.

SOLUTION Neopost investigated the production environment and business plans at Kingsline and suggested the DS-1200G3 Folder Inserter.

METHOD Neopost took a team from Kingsline to visit an existing print and mail customer to witness how the DS-1200G3 operated in a production environment.

RESULTS Productivity has increased and the system has integrated seamlessly into Kingsline’s production process. Operators find the system straightforward and easy to use.

ISUCCESS AS NEOPOST HELP IMAIL TO BIG GROWTH

CHALLENGE Provide Folder Inserters to meet iMail’s rapid expansion - Volumes are expected to double to 20 Million in the next 12 months.

SOLUTION Third generation DS-1200 G3 inserter provided speed, integrity and flexibility.

METHOD Working with iMail to develop effective future proof solutions.

RESULTS A doubling in output capacity with room for further expansion.

CHALLENGE Develop a cost-effective alternative to inefficient manual mail sorting.

SOLUTION Fully automated Multi-Channel Communications platform.

METHOD Implement results of customer survey to deliver most effective solution.

RESULTS Better customer communications as well as reduced costs.

NEOPOST IS THE KEY INGREDIENT TO IMPROVED COMMUNICATIONS

NEOPOST MAKES MAIL EASIER FOR CLAIM EAZY

CHALLENGE Complete manual process of opening a large amount of mail, data entry, distribution, document creation, fulfilment and sending over 500 mail pieces per day.

SOLUTION Installation of Neopost franking system, letter opener, folder inserter, output management software and data capture solution.

METHOD Full installation of all hardware and software and the Neopost Account Manager keeps Claim Eazy up to date with the latest technology updates.

RESULTS Claim Eazy can now process mail 80% quicker with the same amount of staff, access Royal Mail volume discounts and have improved quality and accuracy.

You can find all of these case studies on our website at www.neopost.co.uk/why-choose-neopost/case-studies

Any organisation that has to handle a lot of mail should opt for a Multi-Channel Communications platform.

Since investing in Neopost’s mailing solutions we’ve been able to process all our inbound and outbound post 80% quicker than we did previously.

James Treacy Claim Eazy

If you need any further information on Neopost services and products, please visit www.neopost.co.uk/guide

Neopost LimitedNeopost House, South Street, Romford, Essex RM1 2AR.

AND FINALLYHere’s a final checklist on how to create an effective

Multi-Channel Communications campaign

MULTI-CHANNEL CHECKLIST

1Make sure you’re contacting your customers in the way they prefer.

Online Management Software can store your customers’ channel preferences.

2Have you planned your campaign activity?

What key events are you promoting, how will the campaign continue to run?

3Are you utilising all of the available component parts for your campaign?

Direct Mail, Email, Telephone, Website and Content Marketing, SMS and Social Media – all have a role to play.

4Do all of the component parts of your campaign follow the same creative approach?A consistent image raises awareness, is more memorable and saves costs.

5Is your customer data accurate and up to date?

Don’t let inaccurate data cost your business and impact on the performance of your campaign.

6Do your colleagues know about the campaign?

Keep everyone in your business involved in the process and ready to respond effectively and efficiently to customer requests.

7Do you have all the relevant tools for your campaign?

Data Capture Solutions, Email Software, Mailing Equipment, Franking Machine, Output Management Software – all these tools can help make your campaign successful.

8How will you capture, monitor and analyse response?

Responder data can help you build and enhance your database – a key asset for your business and the first step for your next campaign.

WOWSMS