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Mail management solutions need to deliver on quality, security and savings. Every misplaced or delayed package can cost a company, both in quality of customer service and unrealized business. With the right approach, all aspects of customer communication intelligence can be improved.

Customer Communication Management places intelligence at every point in the mailstream.

• Pinpointing customers who have moved, are dissatisfied, or respond to specific offers
• Faster production of physical (mail) or digital (online) messages that reflect recently updated customer intelligence
• Distributing consistent, timely and relevant messages across any and all communications channels – mail, online, call center and customer self service
• 'Just-in-time messages' prepared for printing just before insertion into customer mail – such as monthly bills and statements
• Higher revenue from personalization, cross-channel campaign coordination, cross-selling, up-selling and faster remittance cycles.

Customer communication management adds intelligence at every point in the mailstream, from end to end. CCM solutions can be implemented from the customer database all the way through to delivery and back again, in either physical or digital form.

The benefits:

• Meaningful and relevant communications that increase the return on each and every customer
• Reduced costs for message production, customer service, payments collection, data management and regulatory compliance

Customer Intelligence

Customer Intelligence makes sure every communication is relevant and timely. Data integration, name and address cleansing and geographic analysis support a single, comprehensive, "high definition" view of a customer. Mailing efficiency ensures it delivers on time at the lowest cost.

• Messages are more personalized and targeted for each customer
• Cross-selling and up-selling are more relevant and timely
• Customers feel like you're talking directly with them, boosting satisfaction and loyalty

Production Intelligence

Production Intelligence enables the highest efficiency and integrity across production print and mail, which is critical to a successful ADF. Vast stores of data can be transformed on an "any to any" basis across production to facilitate flexible printing, high integrity inserting and sorting. Centralized job and print management provides real-time information access and analysis of business performance, so users can:

• Accelerate speed and ensure accuracy to boost efficiency of operations
• Facilitate compliance with privacy and reporting regulations
• Maintain business continuity during, and recover faster from disasters
• Improve overall throughput and lower costs in production print and mail operations

Channel Intelligence

Channel Intelligence allows faster and easier management of channel preferences while lowering costs. Communications can be quickly directed for physical (mail) or electronic (online, call center or digital media) distribution, along with their associated analytics and advanced tracking. This allows users to:

• Maintain consistent communications across channels
• Offer Web-based customer self-service and account management
• Speed resolution of mailstream-related inquiries, usually on the first call
• Build customer satisfaction and retention
• Know precise delivery status of all incoming and outgoing mail

Location Intelligence

Location Intelligence combines technology, relevant data and services with domain expertise to enable an organization to measure, compare, visualize, analyze and act on its own data; using location in the context of its operations and external factors to support its business and organizational goals. More simply, using the asset of location to drive better business decisions. Location Intelligence helps:

• Make customer communications more targeted, relevant and personalized
• Businesses know who and where their best customers and prospects are located
• Organizations make more informed decisions where location is critical
• Better predict customer behavior

Long-term customer relationships are pivotal to building a competitive edge and profitable growth.

The foundation of any relationship is communication. The question is how do we make communications more personal, timely and relevant to get the most from each customer? Organizations worldwide are doing this successfully through customer communication management (CCM).

CCM unites the digital and physical (paper-based) worlds, thus improving the flow of data, documents and, as a result, the entire mailstream. It optimizes every customer touch point -- mail, online activity, call center interaction and even face-to-face transactions.

Efficient and effective CCM requires adding greater intelligence throughout the mailstream to enable a single view of the customer and a more unified communication effort.