The Electronic Envelope:
Moving to Comprehensive Electronic
Delivery Channels
Stephen D. Poe
representing
Crawford Technologies
Document Strategies Forum
Chicago
6 October 2009
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Agenda
• The Electronic Envelope: Concept &
Benefits
• Enabling the Electronic Envelope
• Q&A
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The Electronic Envelope:
Concept & Benefits
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Addressing Multiple
Delivery Channels Seamlessly
Transactional Customer
Communication Documents
Mail
Web
Electronic
Envelope™
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Multi-Channel Communication Issues
• Regulatory issues
– Missing T&C, legal notices
• Marketing issues
– Difficulty in maintaining common look-and-
feel, branding, messaging
– Missing hardcopy inserts, messages
– Electronic medium offers more functionality
than hardcopy
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What Is An Electronic Envelope?
• An electronic representation (most often
in PDF format) of the paper based
customer communication envelope
including:
– Transaction/correspondence details
– Color letterheads
– Terms and conditions
– Marketing, regulatory & other
information/offers whether:
• printcerts/coupons printed as part of the document
• placed into the envelope during the insertion
process
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Electronic Envelope Benefits
• Regulatory
– All T&C and other legal/regulatory statements
are included
• Functional
– Allows the call center to view exactly what the
customer received – including T&C, inserts
– Tracks when the electronic envelope is opened
(with ‘invited pull’ model)
– Improves navigation experience
– Improves understanding and retention of
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contents
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Electronic Envelope Benefits
• Marketing
– Consistent branding, messaging
• Color can be added at very small incremental cost
– Highlight or emphasize existing offers, create deeper &
more personalized offers
• Take advantage of electronic medium functionality
– Utilize URLs/Personalized URLs
• Customized web-based offers, prefilled for this customer
– Inserts
• Duplicate same inserts as are in hardcopy envelope
• Add additional inserts without the ‘additional ounce’ cost
penalty
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Enabling
The Electronic Envelope
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Electronic Envelope
Implementation Considerations
• Dynamic marketing
• Retrieval speed
• Processing power
• Storage space
• Compliance
• Batch reprints
• Backward compatibility with Adobe
• Future presentment formats
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Electronic Envelope
Implementation Options
• Process then Store
– Pre-process/re-engineer all documents in the print file
– Store in ECM/archive system
– Retrieve as needed
• Store then Process
– Store the original print file in ECM
– Retrieve as needed
– Modify/convert documents retrieved on the fly
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Implementation Options
Process then Store Store then Process
Dynamic marketing Dynamic marketing
Retrieval speed Retrieval speed
Processing power Processing power
Storage space Storage space
Compliance Compliance
Batch reprints Batch reprints
Backward compatibility Backward compatibility
with Adobe with Adobe
Future presentment Future presentment
formats formats
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Case Study
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Business Need
• Bank needed to integrate statements with
EBPP payment management
– 15+ products in initial roll-out
– Over 250K customers
• Wanted to re-create the hardcopy
envelope
– Pre-print, T&C, Intelligent inserts
• Needed rapid display times
– < 4 seconds
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Results
• Project in production in 7 months from
inception
• First 8 months loaded 300,000 statements
• Met or exceeded customer expectations
– Currently being expanded to additional
products
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Summary
• The Electronic Envelope allows you to
communicate with your customers how they
want while increasing your marketing
capabilities
• Choose your implementation approach &
software carefully to avoid future issues &
unnecessary costs
• Implementation requires some customization but
most of the solution is available in commercial
products
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Q&A
Visit Crawford Technologies in
the exhibit area
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