managing mail: it’s a whole new ball game

1

Use this slide for a

Full-bleed image

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

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

What’s Happening with Mail?

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

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

1. Transaction Documents are a Big Business

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

Millio

ns

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

2. Consumers Still Like Print

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.



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?




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?




13

3. Mail Gets Attention

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



On average, how much time do you spend reviewing each of the monthly bills and statements you receive by mail?

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



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



17

4. Consumers are Seeking More Effective

Communications

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?




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

5. Print is a Critical Driver for Cross-Media and

Digital Communications

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

6. Challenges Still Exist

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 businesslines

Integrating social media with other communicationchannels

Using data stored in electronic document archives

Integrating customer data to personalizecommunications

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.



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.



L & D Mail Masters Direct Marketing Services

Diane Fischer

President

L & D Mail Masters

[email protected]

www.ldmailmasters.com

(812) 981-7161

http://www.ldmailmasters.com/

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

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

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

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

Industry Challenges

• Complex Data

• Heavily Regulated Industries

• Changing Landscape of Security (Data and Facilities)

• Shortage of Versatile Vendors

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

Thank You So Much For The Opportunity!

Xerox Document Solutions

Coleman Nee

Vice President


• 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


Financial organization support & services


• 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


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

•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

Thank you!

Coleman Nee

Vice President


Recommendations and Conclusions

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

• 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

[email protected]

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

http://www.pb.com/equipment/Folders-Inserters-Tabbers/Inserters-High-Volume/









http://www.pb.com/client-webinars/index.shtml



managing mail: it’s a whole new ball game

News & Politics