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5 simple ways to improve your customer communications and strengthen relationships

Customer communications management helps create professional and impactful documents.

Wed Nov 29 16:13:00 EST 2017
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Managing critical customer communications is continuing to become a little easier, more accurate and—truthfully—a lot more exciting and effective. Two technologies have simplified the process. The first, deployment to the cloud, provides a single SaaS platform to manage both physical and digital documents, eliminating the need for complexities and costs related to on-premise installations. The second advancement— called print stream enrichment— works with your as-built print outputs, eliminating the need to pull data from several platforms in order to create a document. This replaces traditional document composition software, allowing users to enhance documents after they’ve hit “File, Print.”

Why do you care?

A recent survey by InfoTrends shows that almost 40 percent of consumers want color to highlight important information on their bills. You now have the ability to enhance your critical communications (physical and digital) and make them more readable and understandable for your customers, and more cost-effective for your organization. Critical communications include documents such as bills, invoices, statements and similarly important communications.

David Bilodeau, Pitney Bowes Director of Product Marketing for Global CCM Solutions, tells you how the upgraded customer communications management platform provides a flexible business tool that will help your organization adapt to change and continue to be competitive in your market.

01. Validate addresses.

The first step to engaging a customer is to make sure your message is delivered. Bad address data wastes more than just postage, it delays payments and squanders opportunities to connect. One enhancement customer communications management software (CCM) can make with the “File-Print” print stream enrichment is cleanse address information. Pitney Bowes® software also proactively performs an extra service and will look to see if the recipient you’re mailing to has moved and has filed a change of address with the USPS®. In the United States, it’s called national change of address (NCOA). 

02. Add a layer of privacy at folding and inserting stage.

We’re dealing with businesses that are typically doing mailings in such volume that they have other equipment to help assemble the mail, such as folder inserters. The equipment literally takes paper, folds it and inserts it into an envelope, but without the right technology, it could just be letting you make mistakes faster. We can add barcodes to your documents that basically act as instructions for the inserter so the inserter knows exactly how to assemble these sheets of paper it’s about to process. This intelligent inserting adds a layer of privacy, protection and control to each document that’s about to be processed by the folding-inserting machine, ensuring that the right documents are going into the right envelope, so they reach the right customer.

03. Enhance the readability factors for customers’ benefit.

The software also enhances the document to make it easier for customers to understand. For example, you might receive a bill that’s all in black and white and the font is the same size and you have no idea what to pay. CCM makes it really easy for a business to decide to highlight the amount due and the due date in color, so it will stand out. That’s just one example of how making little enhancements to your fully composed documents can make a big impact in customer satisfaction and engagement.

04. Ensure branding and logos are up-to-date.

Updating your branding or logos on your documents is now easier than ever with CCM software. Businesses and marketing spend a lot of money on branding, and your documents need to reflect that investment. Normally it is difficult for clients to make these changes. However, with CCM, you can now easily change designs without touching your core platform. This is referred to as output management, where the software takes the output from core software billing platforms and makes the simple changes before sending it to print or via a digital channel.

05. Take advantage of available white space.

Utilizing white space from documents might seem insignificant, but white space is wasteful. In every document, there is always something referred to as white space, which CCM software can use to the business’s advantage. For example, you can add a message that drives customer behavior, such as notifying customers they can sign up for online billing or introducing a new service. White space can be used to cross-sell, adding value to each document. This is a great way to eliminate redundant mailings and reach customers through a document you know they are reviewing each month, such as their bills.

To learn more about how communications management can help you, visit Pitney Bowes’ Relay® Hub. And read the informative article: Simplify your (mailing) life with file-based processing.