Your SlideShare is downloading. ×
0
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Managing Mail:  It’s a Whole New Ball Game
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Managing Mail: It’s a Whole New Ball Game

3,152

Published on

While every in-house mail department and mail service provider will have its own requirements, a common thread is emerging: To meet the demands of the next two, five or ten years, mail operations need …

While every in-house mail department and mail service provider will have its own requirements, a common thread is emerging: To meet the demands of the next two, five or ten years, mail operations need to be modernized. Market research firm Infotrends shares a market perspective on the impact technology will have on print and mail operations including:

• Declining mail volumes
• Cost pressures
• Integration with new marketing channels
• Cutting through the clutter

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
3,152
On Slideshare
0
From Embeds
0
Number of Embeds
5
Actions
Shares
0
Downloads
22
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. 1 Use this slide for a Full-bleed image
  • 2. 2 Diane Fischer President L & D Mail Masters, Inc. Coleman Nee Vice President Xerox Client Managed Services Moderator Barbara Pellow Group Director InfoTrends Today’s Speakers
  • 3. 3  What’s Happening with Mail? Barb Pellow  Meeting the Communications Challenge • L&D Mail Masters Diane Fischer • Xerox Client Managed Services Coleman Nee  Recommendations and Conclusions Barb Pellow  Questions and Answers Topics
  • 4. 4 What’s Happening with Mail?
  • 5. 5 Key Data Points  InfoTrends’ study interviewed more than 2,000 consumers and 230 businesses  This study was designed to answer questions surrounding the multi-channel transactional communications market from the perspective of: • Consumers • Bill presentment professionals • Bill payment professionals • Other key stakeholders  Primary objectives include: • Pinpoint behavioral and attitudinal shifts among consumers • Identify business strategy shifts within key vertical markets
  • 6. 6 1. Transaction documents are a big business 2. Consumers still like print 3. Mail gets attention 4. Consumers are seeking more effective communications 5. Print is a critical driver for cross-media and digital communications 6. Challenges still exist Six Key Messages
  • 7. 7 1. Transaction Documents are a Big Business
  • 8. 8 Number of Transactional Customer Communications (Means by Industry) 30.6 31.4 10.9 55.9 30.4 39.7 94.9 17.9 0 20 40 60 80 100 Total Banking/ Financial Hospital/ Healthcare Insurance Gov’t Retail Telco/ Utility Other Millions How many transactional customer communications do you generate annually in the United States? N = 267 Business respondents in the U.S. Source: The Future of Multi-Channel Transactional Communications in the U.S., InfoTrends, 2013
  • 9. 9 2. Consumers Still Like Print
  • 10. 10 Channels Used to Access Bills/Statements 0.8% 7.5% 8.0% 11.7% 17.0% 17.5% 24.0% 27.0% 63.2% 72.6% 86.8% 0% 20% 40% 60% 80% 100% Other Non-bank consolidator services Digital mailbox services Mobile tablet app Mobile website Text message/SMS Mobile phone app e-Mail attachment Bank or credit union websites My providers’ websites Physical mail Through which of the following channels have you accessed bills and statements within the last year? N = 2,025 Consumers age 18+ in the U.S. Source: The Future of Multi-Channel Transactional Communications in the U.S., InfoTrends, 2013
  • 11. 11 Primary Location for Accessing Bills/Statements in the Future 1.1% 1.0% 2.6% 2.3% 2.9% 7.2% 6.1% 7.0% 12.5% 22.1% 35.2% 0.7% 1.3% 1.4% 1.8% 2.5% 4.0% 4.3% 6.9% 13.4% 27.2% 36.4% 0% 10% 20% 30% 40% Other Text message/SMS Non-bank consolidator services Mobile Website Mobile tablet app Digital mailbox services Mobile phone app e-Mail attachment Bank or credit union Websites Physical mail My providers’ Websites Next Year In 3 Years Where do you expect to PRIMARILY access bills and statements next year? In three years? N = 2,025 Consumers age 18+ in the U.S. Source: The Future of Multi-Channel Transactional Communications in the U.S., InfoTrends, 2013
  • 12. 12 Treatment of Received Mail 15.1% 16.6% 16.6% 26.8% 27.6% 37.7% 47.3% 21.2% 25.9% 60.0% 41.6% 49.7% 58.1% 45.9% 46.3% 38.4% 76.2% 71.4% 24.9% 41.8% 33.8% 15.1% 26.5% 15.9% 14.3% 0% 20% 40% 60% 80% 100% Bills Statements Information from companies I do business with Coupon packs Loyalty/Rewards program information Advertising mail from companies I do business with Privacy notices Advertising inserts included with bills or statements Credit card offers Discard without reading Read and discard Read and save In general, what do you do with the following types of mail you receive from the Postal Service? N = 2,025 Consumers age 18+ in the U.S. Source: The Future of Multi-Channel Transactional Communications in the U.S., InfoTrends, 2013
  • 13. 13 3. Mail Gets Attention
  • 14. 14 Number of Minutes Spent Reviewing Bills/Statements (Means) 4.0 4.1 4.2 4.4 4.4 4.7 5.0 5.5 5.7 6.8 0 2 4 6 8 Cable/Satellite TV, home phone, Internet Loans Utility Mobile phone Loyalty/Rewards program Insurance Healthcare Credit card Checking, savings Investment funds N = Various Consumers age 18+ in the U.S. that receive bills and statements by mail Source: The Future of Multi-Channel Transactional Communications in the U.S., InfoTrends, 2013 On average, how much time do you spend reviewing each of the monthly bills and statements you receive by mail?
  • 15. 15 Bill/Statement Format Today (By Industry) 52.8% 40.9% 67.9% 60.2% 64.2% 52.2% 50.1% 53.5% 22.9% 29.4% 16.2% 21.7% 21.1% 19.6% 21.5% 21.9% 24.2% 29.7% 15.9% 18.2% 14.7% 28.2% 28.4% 24.6% 0% 20% 40% 60% 80% 100% Total Banking/ Financial Hospital/ Healthcare Insurance Gov’t Retail Telco/ Utility Other Print only Print and electronic Electronic only What percentage of your total bill and statement volume falls into each of the following distribution channels TODAY? N = 174 Business respondents who have insight into transactional customer communications delivery strategy and are familiar with distribution channels Source: The Future of Multi-Channel Transactional Communications in the U.S., InfoTrends, 2013
  • 16. 16 Reasons for Receiving Paper Copies of Bills/Statements 4.6% 4.3% 4.7% 5.9% 7.7% 11.5% 15.7% 15.9% 17.8% 30.7% 54.6% 65.9% 0% 20% 40% 60% 80% Other Multiple people review them Providers must send paper versions of certain documents Providers don’t make it easy to stop receiving it by mail I don’t know if my providers allow this option I haven’t asked them to stop sending it by mail yet Option to stop receiving the paper version not offered I don’t trust providers to keep online archives Some are hard to review online It is a security precaution It is my reminder to pay my bills I want a hardcopy for my records Why do you still receive paper versions of your bills and statements? N = 1,846 Consumers age 18+ in the U.S. that receive paper versions of online bills/statements Source: The Future of Multi-Channel Transactional Communications in the U.S., InfoTrends, 2013
  • 17. 17 4. Consumers are Seeking More Effective Communications
  • 18. 18 Improvements to Mailed Communications 19.9% 2.6% 7.3% 7.4% 11.5% 18.0% 18.3% 21.1% 35.7% 38.4% 40.5% 0% 10% 20% 30% 40% 50% None of the above Other Include advertising Print them in black and white only Add interactive elements Use color to improve the look and feel Include educational and informational content Put multiple communications into one envelope Use color to emphasize important information Personalize the content for me Make them easier to understand How can your providers improve the business communications they send you in the mail? N = 2,025 Consumers age 18+ in the U.S. Source: The Future of Multi-Channel Transactional Communications in the U.S., InfoTrends, 2013
  • 19. 19 Changes Made/Planning to Make to Printed Communications 15.0% 0.9% 17.1% 19.2% 15.4% 20.1% 13.7% 18.4% 23.1% 16.7% 17.5% 9.0% 2.6% 11.1% 11.5% 12.8% 23.5% 25.2% 29.5% 33.8% 39.3% 44.4% 0% 10% 20% 30% 40% 50% None of the above Other Fill to the second ounce Add interactive elements Envelope has marketing/informational messages Eliminate pre-printed forms Print in full color Redesigned for marketing/informational messages Single envelope for multiple communications Summary-level detail in print, full details online Redesign to improve the communication Already Made Planning to Make Which of the following changes have you already made/do you plan to make to printed transactional customer communications? N = 234 Business respondents in the U.S. that have insight into transactional customer communications delivery strategy Source: The Future of Multi-Channel Transactional Communications in the U.S., InfoTrends, 2013
  • 20. 20 5. Print is a Critical Driver for Cross-Media and Digital Communications
  • 21. 21 2.6% 1.3% 14.6% 14.8% 16.1% 17.7% 21.2% 28.0% 29.6% 30.7% 31.0% 33.9% 38.6% 41.5% 52.1% 56.1% 0% 20% 40% 60% 80% Don’t know None of the above Books Retail store receipts Outdoor Directory Product packaging Newspapers Point-of-purchase displays Catalogs Inserts Business cards Magazines Bills or statements Direct mail Brochures What types of printed media have you included a link or connection to digital media over the past 12 months? N= 378 Source: Understanding Vertical Markets: Enterprise Communication Requirements; InfoTrends 2012 Multiple Responses Permitted 47% of printed materials are linked to a digital channel Print: The Ultimate Cross-Media Integration Platform
  • 22. 22 6. Challenges Still Exist
  • 23. 23 Top Data-Related Communication Challenges 9.0% 5.2% 10.9% 15.4% 15.4% 18.0% 19.9% 25.1% 27.0% 28.5% 30.7% 0% 10% 20% 30% 40% None of these are challenges for our organization International document/communication management Direct marketing campaign management Performing and using marketing analytics Understanding transactions across internal business lines Integrating social media with other communication channels Using data stored in electronic document archives Integrating customer data to personalize communications Capturing customer data across multiple touch points Customer response management Managing preferred methods of delivery/payment Which of the following are top data-related challenges for your organization relative to customer communications? N = 267 business respondents in the U.S. Source: The Future of Multi-Channel Transactional Communications in the U.S., InfoTrends, 2013
  • 24. 24 Other Top Communication Challenges 6.0% 10.1% 12.4% 13.9% 15.7% 19.1% 21.0% 24.3% 28.8% 29.6% 33.7% 0% 10% 20% 30% 40% None of these are challenges for our organization Optimizing content for interactions via tablets Providing multi-channel communications Branding consistency Optimizing content for mobile phone interaction Managing multi-channel customer interactions Designing effective customer communications Customer authentication and identity management Keeping pace with technology advancements Managing security and reliability of digital channels Keeping pace with regulatory/compliance guidelines Which of the following are other top challenges for your organization relative to customer communications? N = 267 business respondents in the U.S. Source: The Future of Multi-Channel Transactional Communications in the U.S., InfoTrends, 2013
  • 25. L & D Mail Masters Direct Marketing Services Diane Fischer President L & D Mail Masters dfischer@ldmailmasters.com www.ldmailmasters.com (812) 981-7161
  • 26. A Message from the President L & D Mail Masters, Inc. is a full-service direct marketing firm incorporated in 1986 in the state of Kentucky. We enable our clients to create campaigns that Relate, Captivate, Cultivate, and Resonate with their target audience. Our 120 employees deliver measurable results for a broad range of clients nationwide. We’re experts at generating new business, retaining relationships, and encouraging our clients to spend their marketing dollars wisely. From campaign design to implementation and all services in-between, we offer a wide range of solutions for your direct marketing needs. We provide direct marketing at its best by bringing expertise, passion, and professionalism to our clients. Best regards, Diane B. Fischer President
  • 27. Who is L & D Mail Masters? Technologically advanced direct marketing company whose mission is to help clients: – Create Multi-Channel Marketing – Differentiate Campaigns – Generate Leads – Manage Print and Communications – Measure Return on Investment (ROI) – Streamline Production
  • 28. 1. Capacity 2. Certification 3. Facilities 4. Knowledge Base 5. Location 6. Partners 7. Staff 8. Added Value Last but not least… and this is a big one… we only succeed if you do! Our success depends on client satisfaction. Differentiators
  • 29. Markets L & D Serves • Healthcare • Financial • National Sales Organizations • Higher Education • Non-Profits Total Monthly Mail Volume of 7.5 to 9.5 million pieces
  • 30. Industry Challenges • Complex Data • Heavily Regulated Industries • Changing Landscape of Security (Data and Facilities) • Shortage of Versatile Vendors
  • 31. Capital Investments • Screen Truepress Jet520 with 2nd engine • Pitney Bowes Mailstream Productivity Series (MPS) • Pitney Bowes 2 APS™ Edge • File verification with use of MRDF (Mail Run Data File) • 2 HP 7500 Digital Presses
  • 32. Thank You So Much For The Opportunity!
  • 33. Xerox Document Solutions Coleman Nee Vice President Xerox Client Managed Services
  • 34. • Over $26 million invested to acquire cutting-edge print/mail technology • This investment has enabled Xerox to drive significant cost and process efficiencies for our clients • At 185,000 square-feet the largest production mail facility north of Boston • State of the art document management technology powered by Xerox • Diverse tenured workforce with 20+ years experience Xerox Document Solutions
  • 35. Financial organization support & services Xerox Document Solutions • Client Services • Project Management • Composition & Design • E-Presentment • E-Delivery • Special Mailings • Warehouse & Procurement • Print Capabilities • Insertion • Mail Management & Presort • Investor Statements • Prospectus compliance mailings • Correspondent letters • Checks & advices • Tax Services and Reporting • Transaction confirmations & proxy letters • Marketing mailings • Benefit disbursements
  • 36. Xerox Document Solutions Production Print • 1.5 billion images yearly • 9 million black and white images daily • 480,000 full color images daily • Full digital color print • Print on demand capabilities • 1.5 Billion images per year Mail Insertion • 500 million envelopes/year • 2 million envelopes daily • 1200 jobs per day • Pitney Bowes MPS high speed systems • Piece level integrity capability with integration to 3rd party inserting solutions • Automated balancing tools and procedures • Selective and global insertion Mail Mgmt & Presort • Online Output Management Tool • Scheduling and control desk • Pre-sort partner with PSI, a Pitney Bowes company • USPS regulations • Intelligent Barcode capability
  • 37. •Volumes to produce same or next day •Strict data security requirements – zero margin for error •Managing and on-boarding new jobs Xerox Document Solutions Challenges
  • 38. Thank you! Coleman Nee Vice President Xerox Client Managed Services
  • 39. Recommendations and Conclusions
  • 40. 40 1. Transaction documents are a big business 2. Consumers still like print 3. Mail gets attention 4. Consumers are seeking more effective communications 5. Print is a critical driver for cross-media and digital communications 6. Challenges still exist Six Key Messages
  • 41. 41 • Understand consumer requirements for communications • Data security and information integrity are critical • Invest in technologies that will support the delivery of more effective customer communications • All channels are on—keep pace with the changing communications dynamics! • Be a strategic partner with your customers to educate, inform, and transform communications Recommendations and Conclusions
  • 42. 42 Barb_pellow@infotrends.com
  • 43. 43 For more information visit: http://www.pb.com/equipment/Folders-Inserters-Tabbers/Inserters-High- Volume/ To view this webinar and more visit: http://www.pb.com/client-webinars/index.shtml If you would like to speak to Sales Representative today please call - 877.406.7704

×