Customer Communication Management Engage your customers as individuals—at every touchpoint—with speed, agility and consistency. Speak to your customers as individuals in a single voice across all channels. Thanks to timely customer insights, your communications will be more engaging to improve response, cross-sell and the overall customer experience. Suddenly, new-found efficiency and agility can fuel profitable growth. That’s customer communication management.
So… who really owns the customer experience? Web, Facebook, smartphone, text… every new technology provides you with another way to connect with customers and new opportunities to sell, serve and strengthen relationships. Yet keeping up with competition and customer expectations adds complexity and cost and for many organizations, poor execution leads With customer to unpredictable and less acceptable outcomes. intelligence, a Content from one channel may be forced to fit another. Customers business can learn can’t freely interact in their preferred channel. Many receive customer habits and irrelevant, redundant or out-of-sync messages. It all adds up to a make unique offers disconnected customer experience that leaves customers wondering, on those findings “Is anyone listening?”
Engage your customer strategically, enterprise wide Communication represents one aspect of the customer experience that you can actually plan, manage and control, but only if you approach interactions from an enterprise perspective and not merely a collection of disparate departments, systems and channels.
Now you can remove communication bottlenecks and eliminate waste and inconsistency. With a strategic approach to Customer Communication Management, you can automate customer engagements and capitalize on opportunities. You’ll reduce overhead while increasing agility and become an organization that delivers on its brand promise with a connected customer experience that enables lifetime relationships. Orchestrate, automate Connect with customers Drive content decisions and brand your customer via print, mail, web, based on real-time communications email, call center and insight mobile
Bridge the gap between Unify communications Open the gateway to insight and action across channels profitable growth Every customer is unique Real-time data access, Lower acquisition and you already have the rules-based decisioning costs utilizing geo- information you need and standards for demographic data. to develop rich profiles content, context Maximize results over based on demographics, and design provide the first 90 days with location, behavior and the foundation for high-touch onboarding. transactional data. a consistent brand Cultivate loyalty by With a 360-degree image, so you can creating a mutually view of the customer, manage customer managed customer you can combine communications across experience. print and digital media predictive analytics Effective Customer anytime, anywhere. with a company-wide Communication communication engine Now customers can Management integrates to achieve “always interact with you in with and builds upon on” marketing for their preferred channel, your existing systems delivering more relevant switch channels and workflows. Now you experiences at every midstream and receive are in control. Making stage of the customer personalized offers content decisions lifecycle: acquisition, that pre-empt their based on accurate, growth, retention and desires. When the same timely customer advocacy. content is customized insights and turning for print, web and service encounters into mobile experiences, you relationship-building can improve customer experiences. satisfaction and build allegiance, too. Real-world impact Discover how companies around the world are taking a more strategic approach to Customer Communication Management
Going paperless: Bank J. Van Breda CASE STUDY Relations managers at this bank now use touch screen tablet PCs with
wireless connections for constant access to client and market information. By putting the client“ right at the heart of our new infrastructure, we can offer products Clients can view account information and sign documents via digital pen that are tailored to the requirements of the client. Executive Summary Marc Wijnants ” Head of IT or electronic identity card. Agreements can also be sent via email for Banks have been digitalizing their processes in recent years, but back office activities are often only partly automated, leaving input and output processes document-intensive. With its goal of becoming paperless in three to four years, this bank recently completed phase one of an extensive project in collaboration with Document Dialog, a Pitney Bowes Business Insight partner. confirmation. Customer profile Business Challenge • 80-year Belgian bank Achieving a paperless environment, including forms to be filled out and primarily serves signed by clients, meant that Bank J. Van Breda had to rethink its existing professionals and mainframe environment, which was developed 20 years ago and centered family-run businesses around the bank’s products—not customers. “If you want to give a client • Focus on retail, reliable, independent advice about growing their assets, you have to offer small/medium a holistic view,” explained Marc Wijnants, Head of IT. businesses and After an analysis of the bank’s requirements, Document Dialog doctors By putting the client right at the heart of our new infrastructure, recommended enhancement of its document creation environment (featuring DOC1) with an e-messaging solution to enable document “we can offer products that are tailored to the requirements of processes and digitalize and streamline client communications. the client. Marc Wijnants” Head of IT Read complete case study Bank J Van Breda & Company
Serving 40 million online: Vivo
C A S E S T U D Y This South American telecommunication firm now provides end-to-end Vivo
PITNEY BOWES BUSINESS INSIGHT SOLUTIONS PROVIDE IN ADDTION TO REDUCING COSTS, VIVO HAS SUBSTANTIALLY VIVO WITH CUSTOMER ONLINE ACCOUNT MANAGEMENT, IMPROVED ITS RELATIONSHIP SHORT MESSAGE SERVICE (SMS) NOTIFICATION AND INVOICE WITH CUSTOMERS. online account management. With SMS warnings on account activity and ARCHIVING CAPABILITIES.
Challenge SUMMARY
the ability to archive invoices, individuals and corporate customers can now Vivo needed an easy-to- Vivo, controlled by the groups Portugal implement solution that would to provide more online communications were Telecom and Telefónica, is the mobile also motivated by the global trend toward allow the company to quickly telecommunication company that offers environmental awareness and reducing adjust to changing market the best quality in phone calls, according paper use. demands, while supporting its to Anatel (the Agência Nacional de In addition, the company needed a software manage bills, analyze statements and easily identify discrepancies. online account management Telecomunicações). offerings for both business and solution that could be quickly and easily Vivo is a leader in the Brazilian telecom- installed, while allowing for a fast transition individual customers. munications market, being the only mobile of service. telecommunications company to provide more than 40 million customers, including CCM Solutions Solution individuals and businesses, with Code Vivo selected Pitney Bowes Business Insight’s Division Multiple Access (CDMA) and Global Vivo selected Pitney Bowes DOC1® document composition and e2TM System for Mobile Communications (GSM) Business Insight customer online account management solutions, products and services. The company is also communication management which allow its customers to download an industry leader in call quality, broadband (CCM) technology to manage account information and billing statements data transmission with third-generation We are now providing customers with the ability to search called through online self-service terminals (SSTs). delivery of its personalized, services, extensive product and service The solution also makes it possible to send multi-channel communications offerings and personalized, multi-channel this information to customers directly with customers. customer communications. through email and to deliver SMS alerts to notify customers when bills become available. telephone numbers within the invoices to easily identify most- Challenges in Billing and Customer Care These solutions enable Vivo to create, produce “ and manage the delivery of personalized Vivo prints 1444 million sheets of paper per communications, which reinforces Vivo as a year—front and overleaf. The billing process company that provides assurance and quality takes an average of 12 days from preparation service to its customers. called numbers, which allows Vivo to more intelligently provide to posting. Bills must reach customers a minimum of five days in advance of the Additionally, the tool helps the company payment deadline, and bill accuracy is critical. comply with industry and regulatory standards for providing electronic billing documents. The company sought a way to provide all Most importantly, these CCM solutions allow corporate and individual customer communi- individual service. Vivo to provide customers with the option to cations online, and in particular, to more receive the documents through both digital efficiently provide bills to its customers and printed bills. through online bill presentment. Vivo’s efforts Antônia Amaral Celebrate” IT Manager Vivo Brazil Read complete case study
Becoming more agile: Fairfax County, VA
C A S E STUD Y Changes that used to take this government agency two days to code on Fairfax County, VA
“PITNEY BOWES BUSINESS INSIGHT HELPED FAIRFAX COUNTY MORE FAIRFAX COUNTY WANTED TO ENHANCE CONSTITUENT EFFICIENTLY DESIGN, CREATE AND GENERATE DOCUMENTS.” COMMUNICATION WHILE legacy systems can now be completed in just 15 minutes so it’s easier to Charles Spencer, IT Program Manager at Fairfax County Government STREAMLINING PROCESSES
Challenge SUMMARY create accurate notices, bills and tax correspondence. The Fairfax County Department Fairfax County, Virginia is a diverse and County users also found that the legacy of Information Technology thriving urban community. With more than system had a significant learning curve, sought to replace its complex 1 million residents, it is the most populous impacting operational efficiency and creating legacy mainframe application jurisdiction in Virginia and the Washington, more work for the IT department. With with a scalable, easy-to- D.C. area. The Fairfax County Department of these ongoing challenges slowing down the use document composition Information Technology provides information process, the Department of Information solution that could handle technology support for the Department of Technology had hundreds of forms to the high-volume production Tax Administration and is responsible for redesign. Additionally, all correspondence and processing of tax and developing and creating assessment notices, required modifications to meet new County correspondence forms across bills, and other tax correspondence for standards for correspondence. This required multiple divisions. personal property, real estate, and business the reprocessing of each document. It took It has helped us save money by reducing the deployment taxes. The Fairfax County Department of Tax more than six months to update all of the Administration wanted to implement a reliable documents with the new font and letter head. Solution and scalable process that enabled clear and concise communication with constituents. Since implementing the DOC1 solution, The Fairfax County Department Fairfax County improved the efficiency of of Information Technology Prior to deploying Pitney Bowes Business its document creation process. The County ® and labor costs required to make document and template chose DOC1 from Pitney Insight DOC1, the County’s previously can now create five times more documents “ Bowes Business Insight to implemented document solution was than with the legacy system. “It has helped improve its billing process cumbersome and made it difficult to meet us save money by reducing the deployment and enhance communication the business requirements of designing and labor costs required to make document practices. The document more than two million tax forms and and template changes,” said Charles Spencer, changes. The past challenges of returned mail have been composition solution enables correspondence pieces. Specifically, the IT Program manager at Fairfax County Fairfax County to reduce County had difficulty processing Windows Government. “In addition, the past challenges costs and more efficiently fonts, such as Times New Roman 12, correctly of returned mail have been significantly meet document generation on the legacy mainframe. In addition, the reduced, helping the County further improve requirements. solution was unable to customize notices its public outreach,” he added. significantly reduced, helping the County further improve or correspondence on the fly. Incorrect addresses within the legacy system also increased the amount of returned mail, its public outreach. resulting in additional costs for Fairfax County. Charles Spencer ” IT Program Manager Fairfax County Government Read complete case study Game-changing insight Experts share the latest trends and best practices in Customer Communication Management
Transform Your Multichannel Experience What are the key components of a successful Customer Communication Management Strategy? Analysts from Gartner Research and Pitney Bowes explore what it takes to deliver the right message to the right customer at precisely the right time.
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SolutionsSolutions forfor EnablingCustomer Lifetime Intelligence, Customer Communications Relationships. and Care. Top Ten e-Billing Trends
Top Ten e-Billing Trends Analytics. Privacy. Cloud computing. Social media. Today’s tech trends Evolving Technologies and Predictions on Business and Customer Response impact how you can engage customers, especially when it comes to
W H I T E PA PER: CUSTOMER COMMUNICATION MANAGEMENT monthly statements and bill pay. Learn where these trends are leading, and how businesses and customers may respond.
MEASUREMENTS SUCH AS NET PROMOTER SCORE ARE CAUSING BUSINESSES TO LOOK AT THEMSELVES THROUGH THE EYES OF THEIR CUSTOMERS
Raymond Grant • Product Manager, Customer Communication Management, Pitney Bowes Business Insight
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Five Must-Have Capabilities for Unbeatable Customer Care
The Five Must-Have Capabilities for Unbeatable Customer Care Competition, network complexity and more challenging market conditions have raised the stakes on customer care in the communications industry.
W H I T E PA P E R : COMMUNICATIONS Leaders must uncover ways to improve service at lower costs, while identifying capabilities that can make an immediate impact on satisfaction, retention and cross-sell.
ORGANIZATIONS THAT HAVE INCORPORATED BEST PRACTICES IN STATEMENT DESIGN HAVE REALIZED FEWER
Jeremy Peters Solutions Architect/Customer Solutions Manager, Pitney Bowes Business Insight ● Lisa Sutrick Director, Product Management, Customer Communication Management, CALLS, FASTER PAYMENTS AND REDUCED CYCLE TIME Pitney Bowes●Business Insight
Read complete white paper Connect with customers through coordinated efforts. Orchestrate more personalized engagements across print, mail, web, email, call center and mobile. Build customer relationships at every touchpoint by consistently reaching each customer with the right message at the right time, winning customer hearts and minds.
Turn every touchpoint into a sales opportunity In an era of opt-outs and spam filters, 95% of customers still read transactional documents such as bills, statements and service alerts. You can use these communications to sell more effectively, but it takes more than personalized messages and pre-printed inserts. Leverage customer intelligence to craft accurate messages, then customize content and images. Now your messages will be … a huge breakthrough “in terms of managing acted upon because they are more engaging, timely and relevant. and improving relationships with Gain agility with a company-wide platform customers. Many organizations employ five, ten or even more communication Juan Berrocal ” systems, each handling only a specific document, channel or Telefónica product, creating a disjointed customer experience. Today’s multi- purpose communication engines handle batch, interactive and on-demand environments and provide a centralized platform that empowers individual departments to initiate new programs with e-Billing Savings limited IT support. With fewer systems to maintain, you can keep Online account your eye on the big picture, regaining the time to develop a strategic management vision and roadmap for the future. helped one Make the move toward paperless telecommunications company save $20 Earn high marks for superlative customer service when you speak million. Subscribers to customers in their preferred channel, making it inviting to choose can pay bills online digital. Flexible communication technologies deliver content in both and print invoices as print and digital formats from the same data stream, automatically needed. reformatting content for web, email or mobile. By enabling customers to view and manage their account in real time, you’ll increase satisfaction and savings. Switch to always-on marketing Introducing the EngageOneTM Communication Suite Use transaction, demographic, location and Pitney Bowes combines robust data and customer behavioral data to make product suggestions, analytics with automated, multichannel delivery in the way leading online retailers welcome so you can take a more strategic approach to back customers, recall purchases and present Customer Communication Management. offers based on purchase history. By incorporating customer intelligence with Move away from a campaign-focused mentality composition engines, print stream engineering, and reach a wider audience with more relevant content designers, digital archiving and content messaging at lower acquisition costs. Convert management, you’ll empower your teams to create inbound interactions into revenue and retention more engaging customer experiences. opportunities by presenting highly targeted offers and ensure every touchpoint is better Personalize customer engagements with the measured, monitored and managed. speed, agility and consistency needed for profitable growth Empower your organization More robust customer data. Sophisticated Watch your operational efficiency soar as you analytics. Automated, rules-based decisioning. automate content, design and delivery via Multichannel consistency. With Pitney Bowes, rules based, data-driven analytics and branded you’ll gain the end-to-end capabilities you need templates. Expand your CCM capabilities with to design and execute a strategic roadmap in the a scalable, modular suite of solutions that most cost-effective manner. Find out how you can integrate and build upon your existing systems communicate in a unified voice in coordinated ways and workflows. Cost-effectively manage the to create a connected customer experience… the communication process at every stage in the kind of experience that fuels profitable growth. customer lifecycle. For more information about Customer Communication Management solutions from Pitney Bowes Business Insight call 800.327.8627 or visit us at pb.com/ccmsoftware
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