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Build Smarter

Customer Communications: Strategies to improve effectiveness

and efficiencies

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Agenda

Enhance communications to deliver higher customer

engagement and response

Leverage the transactional communications as part of a

multi-channel strategy to drives revenue

Create a lean manufacturing environment that will help

you eliminate waste and lower costs

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What’s in YOUR mailbox?

Family communication

Essential personal

business communication

Bills, statements

Regulatory

“Non-essential” personal

business communication

Loyalty

Customer offers

Prospect offers

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Why? It’s just common sense…

What makes us respond?

The offer?

The package?

Good triggers and

not-so-good triggers

How personal?

How relevant?

How much value?

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Why? Trust, but verify…

Just using data doesn’t

guarantee success

What are your

metrics telling you

today?

What should you

measure to track

success?

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Who? Follow the money…

1. Brand Owner

Ties essential

communication to the

main marketing

message

2. Marketing

Leverages campaigns

3. Product Line Manager

Upsell, cross sell,

product recognition

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How will I make my print and mail operations

more valuable?

Which tasks or steps within my

operation don’t create value?

How can I reduce FTEs?

How can I drive more

results and improve SLAs?

Offer more capabilities?

Communicate more clearly?

Add relevant messages?

Aggressive cost

management and control

Operational productivity

Offer enhanced services

Today’s print and mail operations

business imperatives

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Customer Communications Management

Web

Channel Optimization

Campaign Effectiveness

Physical

Digital

Understand Customers Manage Communications Improve Customer Experience

Mail Finishing

Hybrid Mail - Office documents

Data Integration & Composition

Digital Mailbox

Mobile

Print

Document Archive Output

Management

Mail Sortation

Automated Response

Postal Service

Profiling &

Segmentation

Data Prep & Document

Composition Multichannel

Output

Customer Response

Management Customer Interaction &

Response Analysis

Make messages personal

Communicate with customers the way they prefer

Retail

Call Center

Predictive Analytics

Customer Segmentation

Enterprise Database

Location

Intelligence

e-presentment/email

Build relations based on experiences

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When you integrate print and mail

processes and workflow, you gain

high level synergies:

reducing costs

creating efficiencies

improving the quality

adding value to your customer

communications

Integrate print and mail

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Seamless application migration and enhancements

add significant value to your business

Eliminate

pre-printed shells

transitioning to a white

paper environment

Migrate to full

color without

compromise

Capitalize on

relationship-building

TransPromo and

personalized inserts

Print checks

with MICR

Add color

variable print to

the outside of

envelope

Total process optimization

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White Paper Factory Solution Integrate print and mail to cost effectively produce personalized, full

color statements and envelopes to drive results for your business

Print comingled

statements and

envelopes in full color

Assemble envelope wraps

and print inline during mail

finishing

Add relevant messages

on the statement and

envelope

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Recipe for linking print and mail

• Upstream at the time of file creation

• Downstream in output management integrity solution

• Upstream document composition process

• Downstream

• Add or configure additional inserter input for merging

• Upstream at postal prep (CASS, PAVE, Manifest…)

• Downstream in output management- Call postal application

• Upstream in composition

• Downstream in output management print Stream engineering

Apply form stock

overlay

Presort

co-mingled

jobs together

Add envelope

messaging and

intelligence to finishing

Add inline high quality

inkjet printing to finishing

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Produce color, personalized statements

that drive business results Aflac can now add relevant benefit information as well as targeted offers for other

types of policies directly to their customer communications. Multiply this by 400,000

statements per month and it's a potent cross-sell channel.

Produce variable

data, high-quality

colorful,

communications

using IntelliJet™

20 Printing System

End-to-end system

integrity using

Production

Intelligence®

Output

Management

software

Before: Monochrome form After: Personalized color

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Increase response rates and build

stronger customer loyalty

Fenske Media Corporation

produces colorful marketing

communications that break

through the noise and deliver real

results for their clients.

Print colorful, high quality messages

directly on envelopes using Print+

Messenger™

Eliminate pre-printed envelopes to

drive down cost per mailpiece

Ability to leveraging more

personalized messages and

graphics in the future

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Linking print and mail

can help you

Gain greater postal densities and work share discounts

Lower material costs

Less setup/changeover

Lower production overhead

Lessen inventory management

Increase productivity merging jobs and streamlining

workflow

Leverage lean manufacturing/workcell optimization and

expertise

Enhance the services you provide your clients

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A brilliant statement

for your bottom line

Questions?

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Learn more

Chicago, IL

October 7 -10

Pitney Bowes

booth # 1238

Las Vegas, Nevada

October 13-18

Pitney Bowes

booth #541

Or visit us at www.pb.com

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Build Smarter

Customer Communications: Strategies to improve effectiveness and efficiencies

Pat McGrew, M-EDP, CMP is the Production Mail Evangelist in the IHPS Group at HP.

As an industry educator and promoter of data-driven customer communication and

integrated marketing techniques, Pat works with customers and their clients to

enhance communication effectiveness. As one of the first educators in TransPromo

and similar techniques, she has worked for more than 2 decades to help customers

identify and grow their communication capabilities.

Kevin Marks brings over 25 years of experience in the digital printing, graphic arts and

mailing industry to his role as Vice President, Global Marketing and Product

Management, Production Print. In this role Kevin is responsible for product marketing

and management for Pitney Bowes’ production print business including system

hardware, software, services and supplies. On a global basis, Kevin leads the

development of strategies and tactics for the Production Print category, including

product launches, new business development and partnership alliances

About our presenters:

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Kevin Marks Vice President, Global Product

Management and Marketing

Production Print

Pitney Bowes Document

Messaging Technologies

37 Executive Drive

Danbury, CT 06810-4148

Tel: 203-796-6771

kevin.marks@pb.com

Thank you

Pat McGrew, M-EDP, CMP Production Mail Evangelist

Inkjet High-speed Production Solutions

HP

+1 720 244 7326 /Phone

PC McGrew / Skype

@PatMcGrew / Twitter

3207 S. Geneva St. Denver, CO 80231 /

Home

mcgrew@hp.com