Curtis Top 8 Secure Communications Whitepaper

WHITE PAPER Curtis 1000 SCS: A CCM PARTNER FOR TODAY AND TOMORROW

NOVEMBER 2018

Table of Contents Background.........................................................................................................................................3 About Curtis 1000 SCS...................................................................................................................... 4 Meeting the Modern Enterprise Communications Challenge................................................................4 Challenge 1: Maintaining a Secure Environment...................................................................... 5 Challenge 2: A Strategy to Reduce Costs................................................................................6 Digitization of Infrastructure with the Right Skills and Staff Expertise............................7 Increasing Paper Turn-off Rates...................................................................................7 Production/Communication Efficiency......................................................................... 7 Challenge 3: Optimize the Customer Experience..................................................................... 7 Challenge 4: Improve Data Management and Analytics........................................................... 9 The Decision to Outsource.....................................................................................................11 Curtis 1000 Delivers Results with SCS............................................................................................... 12 Targeting................................................................................................................................13 Attracting New Customers.....................................................................................................14 Managing...............................................................................................................................15 Empowerment....................................................................................................................... 16 InfoTrends’ Opinion............................................................................................................................ 19

List of Figures Figure 1: Critical Communication Objectives.......................................................................................5 Figure 2: Plans to Address Data Security............................................................................................6 Figure 3: Plans to Reduce Costs.........................................................................................................6 Figure 4: Most Significant Customer Experience Challenge.................................................................8 Figure 5: Primary Challenges Associated with Multi-Channel Communication.....................................8 Figure 6: Level of Personalization....................................................................................................... 9 Figure 7: Top Data Management Challenges.....................................................................................10 Figure 8: Challenges Cut Across All Types of Communications...........................................................10 Figure 9: Driving Factors for Outsourcing............................................................................................11 Figure 10: Top Criteria for External Service Providers..........................................................................11 Figure 11: Critical Components of Curtis 1000 SCS...........................................................................12 Figure 12: NSite Summary Capabilities..............................................................................................16 Figure 13: Curtis 1000's Professional Services...................................................................................17 Figure 14: Curtis 1000's Transactional Tools......................................................................................18

White Paper Curtis 1000 SCS Whitepaper

Background With a world of information readily at hand, countless emails crisscrossing the globe every moment, and video chat instantaneously connecting people and businesses across continents with ease, consumers’ expectations for timely, personalized and highly polished communications have become increasingly difficult to meet. Global trends are moving toward an increasingly digitized world with a fragmented communication channel landscape. For businesses that are interested in delivering a positive customer experience, supporting preferred delivery channels with relevant and consistent messaging will be a critical component for customer retention as well as new customer acquisition.

These considerations have transformed enterprise communications strategies from a mindset that is focused on reducing costs to one that prioritizes high-quality personalized messaging to improve the customer experience, drive revenue, and secure consumer loyalty. This shift requires a significant investment in specialized tools and talent.

Many enterprises have concluded that it makes little sense for them to divert resources away from their core competencies to compete in this increasingly complex market. These enterprises are seeking partners that can leverage customer data to satisfy demands for better personalization across all communication channels while ensuring compliance with regulatory and data security guidelines.

Data from Keypoint Intelligence – InfoTrends (InfoTrends) indicates that first-time outsourcing is gaining momentum and that the balance of production is shifting away from enterprise in-plants toward print and communication service providers. 56% of transactional print volume is outsourced in North America today, and this share is expected to reach 70% by 2021. The ability to quickly adapt customer communications to suit evolving business strategies, regulatory requirements, and marketing goals is paramount. In addition, there is a need for a seamless, omnichannel approach that provides a single, unified customer experience across all channels.

Enterprises are seeking communication service partners that offer access to more affordable advanced systems and platforms than they are capable of achieving independently. For many enterprises, achieving a single view of the customer and developing a cohesive communication strategy that breaks down operational silos between channel and segment messaging has been a lofty goal—until now. As one of the leading Customer Communications Management (CCM) solution providers in North America, the company is laser-focused on helping clients increase customer engagement and overcome the most complex customer communications and data workflow challenges.

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White Paper Curtis 1000 SCS Whitepaper

ABOUT CURTIS 1000 SCS

The team of 1,000+ employees is made up of more than 300 technical specialists, including business consultants, proven vertical market and communications experts, data specialists, technology architects, and solutions creators.

The organization also has a national footprint of 7 geographically dispersed high-tech digital and traditional print and mail facilities across the United States.

By consolidating skills from these four organizations, Curtis 1000 SCS can offer clients a single source to create an integrated customer communications strategy in a secure environment. The critical mass and technical capabilities of this new organization make it attractive to enterprises that are looking to work with a seasoned partner. The organization is designed to meet consumers’ demands for more relevant messaging and a uniform experience across channels, while weighing these advancements against increasingly complex data security concerns and regulations. This white paper explores how Curtis 1000 SCS focuses on optimizing workflow, improving profitability, and meeting regulatory requirements to help clients construct a cohesive communications plan that anticipates the needs of tomorrow’s market.

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Meeting the Modern Enterprise Communications Challenge Modern enterprises face a number of challenges when managing customer communications. InfoTrends’ Annual State of Transactional Communications study surveyed 300 enterprise executives in North America to better understand their priorities in reaching customers.

According to the results of this survey, these executives are seeking to develop an enterprise-wide customer communication strategy that addresses the following critical issues: 1. Maintaining a secure environment to ensure that all content (regulated and unregulated) is created, managed, and distributed effectively 2. Implementing strategies to reduce costs 3. Enhancing the customer experience through consistent and personalized communications via the best channel(s) 4. Getting the data right to deliver on the promise of personalization

White Paper Curtis 1000 SCS Whitepaper

Figure 1: Critical Communication Objectives How important will the following business objectives be to your critical communication strategy over the next TWO YEARS? (1 = Least Important; 5 = Most Important)’

Security and regulatory

3.9

Cost reduction

3.8

Improve customer experience

3.8

Improve customer retention

3.5 1

2

3

Least Important

4

5

Most Important

N = 300 Enterprises in the U.S. and Canada Source: Annual State of Transactional Communications Business Survey; Keypoint Intelligence – InfoTrends 2018

Let’s explore these challenges and take a closer look at how today’s enterprises are working to deliver the best communication strategy to their customers.

Challenge 1: Maintaining a Secure Environment Enterprises are struggling to balance their desire for deeper data analytics to drive relevant communications and an improved customer experience with their need to protect customer privacy and remain in regulatory compliance. Today’s marketplace is characterized by increasingly sophisticated security breaches, heightened regulatory oversights, and complex compliance requirements. For enterprises as well as their providers, security and compliance must be a top priority. Failing to meet all state and federal guidelines for compliance can result in serious consequences for businesses. In addition to altering the company’s legal status (which may leave you vulnerable to lawsuits, government agencies may conduct audits and enact onerous fines. Furthermore, lack of compliance can significantly damage brand reputation.

When enterprise respondents to InfoTrends’ most recent Annual State of Marketing Communications study were asked how they planned to address data security, privacy and regulatory compliance, 33% planned to outsource some components of data security while another 25% were planning to outsource all of it.

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Figure 2: Plans to Address Data Security How do you plan to address data security, privacy, and regulatory compliance?

Conduct annual IT audits ourselves or through an external party Implement track & trace and reporting capabilities in production Hire a consultant to advise

24% 22%

Outsource data management to external specialists Bring outsourced components back in-house

19% 1%

Other Don’t know

7% 0%

10%

20%

30%

40%

50%

N = 126 Enterprises in the U.S. and Canada that consider security and regulatory compliance to be the top priority Source: Annual State of Transactional Communications Business Survey; Keypoint Intelligence – InfoTrends 2018

Enterprises of all sizes are finding that partnering with a trustworthy communications specialist is a great strategy. It ensures that security-trained and screened document handlers will follow stringent security practices and standards.

These specialists understand industry and sector privacy laws and legislation and can deal with specific regulations that govern the handling of protected information in every industry and sector, particularly in highly regulated ones.

Challenge 2: A Strategy to Reduce Costs To devise a customer communications plan that improves customer experience and ultimately drives revenue, enterprises and their provider partners must first eliminate unnecessary expenditures. As shown in the Figure below, North American enterprises have a number of strategies for reducing their customer communications costs.

Figure 3: Plans to Reduce Costs How do you plan to reduce costs?

Conduct annual IT audits ourselves or through an external party Implement track & trace and reporting capabilities in production Hire a consultant to advise

24%

Outsource data management to external specialists

22%

Bring outsourced components back in-house

19%

Other

1%

Don’t know

7% 0%

10%

20%

30%

40%

50%

N = 112 Enterprises in the U.S. and Canada that consider cost reduction to be the top priority Source: Annual State of Transactional Communications Business Survey; Keypoint Intelligence – InfoTrends 2018

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When it comes to reducing overall costs, enterprises are exploring the following critical strategies: • Digitization of Infrastructure with the Right Skills and Staff Expertise: Keeping up with the latest technologies is critical to maintaining a profitable customer communications strategy. In addition to having the latest print equipment, a good document and marketing services vendor will invest in ongoing technological applications in an effort to strategically align with each client’s business objectives, including increased e-adoption. Since a service provider has already invested in the infrastructure, the enterprise won’t need to make these capital expenditures. Additionally, one of the biggest challenges enterprises face is finding the right skills and expertise to handle complex CCM challenges. Enterprises are seeking service providers with resources involved in the design, management, production, and distribution of critical and marketing content. They also want partners that understand the intricacies of regulatory compliance and critical communications. By outsourcing, enterprises can access this expertise without supporting it on payroll.

• Increasing Paper Turn-Off Rates: There’s one really good reason that enterprises are focused on convincing more of their e-statement customers to give up receiving paper statements—a clear ROI. It costs in excess of $0.70 per month to mail just one customer document. Those cents add up for enterprises focused on increasing profitability. Ease-of-use tools including encouraging e-mail and mobile interfaces can attack e-adoption rates.

Shifting even a small share of your customer base away from paper delivery can provide immediate and tangible financial benefits to your bottom line.

• Production/Communication Efficiency: Continuing with existing practices is costly. It closes the door on efficiency in terms of the speed with which you can bring new products and services to market and effectively communicate with each unique audience you serve. Enterprises are beginning to understand how better customer communications (such as a statement that uses color to highlight important information) can reduce incorrect payments and shorten/eliminate calls to customer help lines. This accelerates the collection of payments, streamlines operational costs, optimizes profitability and increases customer satisfaction.

Challenge 3: Optimize the Customer Experience Enterprises are increasingly using customer communications to support revenue generation. A key component in this tactic is improving the customer experience through a cohesive approach that unites interactions across various types of communications. This involves enhancing personalization with a focus on relevance – the right communication via the best channel at the most appropriate time in the customer journey. Developing a cohesive approach that takes advantage of every customer touchpoint across all channels requires capturing data to make messages as relevant as possible.

When InfoTrends asked marketing executives about their biggest obstacles to an improved customer experience, the top responses included a weakness in existing IT systems, data spread across multiple organizations, the inability to map the customer journey across siloed organizations, a lack of strategy and an inability to transform data into true customer insight.

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Figure 4: Most Significant Customer Experience Challenge Which of the following represents the most significant challenge that your organization faces relative to improving the customer experience?

Lack of Other technology 1% Gaining better control over 4% our customer journeys 7%

Don’t know 4%

Developing the right strategy 19%

Developing strong insights into our customer journeys 7%

Legacy systems / lack of proper IT investments 16%

Breaking down functional siloes 9% Customer data spread across separate databases Improving analytics 9% technology 12%

Establishing and using benchmarks consistently to improve operations 13%

N = 108 Enterprises in the U.S. and Canada that consider improving the customer experience to be the top priority Source: Annual State of Transactional Communications Business Survey; Keypoint Intelligence – InfoTrends 2018

The best customer experience clearly involves communicating with customers across their preferred channel.

Today’s customers have a variety of choices for communication channels, including voice, video, email, chat and SMS to name a few. Enterprises must let the customer decide which channel they prefer and then communicate appropriately. InfoTrends’ research shows that enterprises still face considerable challenges in getting the channel mix right, ranging from choosing the right channel to consistently delivering personalized messaging.

Figure 5: Primary Challenges Associated with Multi-Channel Communication What are the primary challenges that your company faces when executing marketing campaigns across multiple channels?

Choosing the best channel to deliver desired results

33%

Ensuring the marketing message is consistent across channels

29%

Mining and using customer data to personalize the message

28%

Tracking and analyzing campaign results

28%

Designing the marketing message for use across multiple channels

27%

Accessing relevant customer data

27%

Managing the campaign across multiple channels

27%

Finding external service providers to manage the campaign

20%

Managing customer channel preferences

16%

Dealing with undelivered messages

13%

Don’t know

N = 300 Enterprises in the U.S. and Canada

2% 0%

10%

20%

30%

Source: Annual State of Marketing Communications Business Survey; Keypoint Intelligence – InfoTrends 2017

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40%

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In their quest to improve customer communications, marketers are increasingly relying on an advanced form of data segmentation that prioritizes relevance. This practice goes by many names—micro-personalization, microcontent and smart content are just a few. Marketers are increasing the use of highly relevant communications to improve the ROI of their marketing campaigns. Micro-targeted communications also offer a competitive advantage by enabling businesses to capture customers’ attention in today’s increasingly crowded marketplace. As shown in the Figure below, enterprise organizations are investing in more personalized direct marketing campaigns.

According to a recent InfoTrends survey, enterprise respondents reported that 63% of campaigns were targeted to recipients—either personalized (31%) or versioned/segmented (32%)—rather than mass marketed.

Figure 6: Level of Personalization What percentage of your marketing campaigns fall into the following personalization categories?

1:1 Marketing 30% Mass 38%

Segmented 32%

N = 300 Enterprises in the U.S. and Canada Source: Annual State of Marketing Communications Business Survey; Keypoint Intelligence – InfoTrends 2017

Consumers typically respond better to communications that are aligned with their unique needs. Moving forward, personalized experiences are expected to become the rule rather than the exception.

Challenge 4: Improve Data Management and Analytics Data is a key enabler of personalization. Although enterprises have access to more consumer/customer data today than ever before, properly harnessing it to improve communications and the customer experience is the real challenge. Fortunately, some of today’s new and emerging technologies can assist enterprises in selecting, organizing, and using data to power customized messaging.

According to InfoTrends’ research, the top challenges in this endeavor include data collection, analysis, application, and managing data in a secure environment.

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Figure 7: Top Data Management Challenges Which of the following challenges has your organization faced when managing customer data?

Collecting data

40%

Analyzing/Segmenting data

39%

Applying data

35%

Ensure data security compliance and privacy

35%

Obtaining real-time data

33%

Using data to personalize the communication

31%

Having the right technology

30%

Cleaning data

30%

Don’t know

2% 0%

10%

20%

30%

40%

50%

N = 284 Enterprises in the U.S. and Canada with insight into managing marketing data Source: Annual State of Marketing Communications Business Survey; Keypoint Intelligence – InfoTrends 2017

These customer experience challenges persisted across all types of communications. They were equally relevant for transaction and direct mail marketing, evidenced by the fact that nearly 60% of marketers view transactional communications as integral to the overall marketing mix.

Figure 8: Challenges Cut Across All Types of Communications Are you integrating marketing messages into the bills, statements, and other transactional communications that you send to customers?

We don’t send transactional communications 4% No, not planned 13%

Don’t know 2%

No, but planning 22%

Yes 59%

N = 300 Enterprises in the U.S. and Canada Source: Annual State of Marketing Communications Business Survey; Keypoint Intelligence – InfoTrends 2017

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The Decision to Outsource With the explosion in new media, new touchpoints and new tools for one-to-one cross-channel communications, there has never been a better time to take a more holistic approach to customer communications. In today’s complex landscape, enterprises are seeking outsourcing partners that can help them keep up with the pace of change.

Given the complexity of today’s technologies, the enterprises that InfoTrends surveyed identified a number of strategic benefits associated with outsourcing, including cost advantages, better time to market, the ability to more effectively manage campaigns and access to specialized skills.

Figure 9: Driving Factors for Outsourcing What are the driving factors for outsourcing any of your marketing campaign activities?

Cost advantages

45%

Fast/Responsive

42%

Better campaign management capabilities

39%

Access to expertise/specialized skills or tools

38%

Bundled with other services/data

34%

Lack of internal skill sets/resources

29%

Want access to up-to-date analytics capabilities

25%

Not a core function we want to staff for

22%

Don’t know

1% 0%

10%

20%

30%

40%

50%

N = 270 Enterprises in the U.S. and Canada that outsource at least one direct marketing campaign activity Source: Annual State of Marketing Communications Business Survey; Keypoint Intelligence – InfoTrends 2017

Outsourcing can certainly make a lot of sense for many enterprises, but it’s important to pick the right provider.

When InfoTrends asked respondents to specify their top criteria for external service providers, the most popular factors included quality/reliability, creativity and innovation, and competitive prices.

Figure 10: Top Criteria for External Service Providers What are your company’s top criteria for selecting an external service provider to outsource your marketing activities?

Best quality/reliability

50%

Highly creative/innovative

47%

Best prices

45%

Strong technical capabilities

43%

Excellent client service/responsiveness

43% 33%

Most complete set of services Other

1%

Don’t know

0% 0%

Multiple Responses Permitted 20%

40%

60%

N = 270 Enterprises in the U.S. and Canada that outsource at least one direct marketing campaign activity Source: Annual State of Marketing Communications Business Survey; Keypoint Intelligence – InfoTrends 2017

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White Paper Curtis 1000 SCS Whitepaper

CASE STUDY 1: HELPING A LARGE CONSUMER FINANCING FIRM DELIVER THE RIGHT MESSAGE ON THE RIGHT CHANNEL

The Challenge: A major consumer financing company wanted to gather data on customer preferences regarding the delivery of information about their account and related services. The financing company wanted to provide relevant, personalized, timely communications via the customers’ preferred method, including access to paperless statements.

The Solution: * SCS developed a preference management solution that was added to the company’s online payment interface, enabling customers to choose their preferred method of receiving statements and change these preferences in the future. * Based on email bounce rules, SCS provided a method to send any hard bounce emails back to the print stream, triggering a printed communication informing the customer that their email address required updating. All actions occurred within an automated process managing over 1.8 million communications a month.

The Results: * All customers with a known e-mail address received a communication educating them about the new preference management option, along with reassurance they could always switch back to paper if they weren’t satisfied.

Curtis 1000 Delivers Results with SCS The Curtis 1000 SCS offering was built on the premise of becoming the most effective provider of specialized services to help enterprises deal with the challenges they face today while delivering solutions for tomorrow. Let’s take a closer look at how Curtis can help its customers!

Consumers’ expectations are higher than ever before. Today’s customers demand personalized, relevant communications that are available in real-time and accessible through their preferred channels. Curtis 1000 SCS has a Customer Communications Management strategy that is designed to provide omnichannel solutions to improve the customer experience, reduce costs, increase efficiency, and provide a path for dynamic digital innovation.

There are four critical components to this strategy that we’ll explore, and they’re backed with professional services for design and implementation. They include: 1. Targeting customers through the delivery of innovative omnichannel products and solutions 2. Attracting new customers with predictive marketing analytics and marketing communications services 3. Managing secure customer communications 4. Empowering clients with self-service and production dashboard solutions According to Sara Schlauderaff, Vice President of Curtis 1000, “SCS has developed this services platform to create new opportunities for high-value connections with customers, driven by consumer preferences and business objectives.”

Figure 11: Critical Components of Curtis 1000 SCS ssional Service Profe s

* This action alone generated an immediate 9% lift in adoption, equating to 160,000 customers.

Attract

ssional Service Profe s

Predictive Market Engagement and Marketing Communications Platform

Target

Manage

Innovative Omni-Channel Products and Solutions

Secure Customer Communications Management Platform CCM

Empower Client Self-Service and Production Dashboard Systems

ssional Service Profe s

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ssional Service Profe s

* Another technique was implemented for 850,000 customers who had previously granted permission to contact them. These consumers received a trial offer with paper and electronic access for 60 days. If the customer decided to go paperless, he or she received access to a year’s worth of history.

This in turn brought a continued gradual lift of about 1%.

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Targeting For Curtis 1000 SCS, target marketing means working with clients to break markets into segments and helping them concentrate marketing efforts on one or a few key segments consisting of the customers whose needs and desires most closely match the product or service offerings. It can be the key to attracting new business, increasing sales and ensuring business success.

According to Schlauderaff, “Target marketing can be a beautiful thing. By aiming your marketing efforts at specific groups of consumers, the promotion, pricing, and distribution of our clients’ products and services becomes easier and more cost-effective.”

To address effectively targeting the right customer, the Curtis 1000 SCS portfolio offers the ability to map the customer journey, analyze and mine customer data, ensure effective document design for print and digital communications, and develop initiatives to drive consumers to digital channels.

Before today’s advanced digital technologies were available, terms like “personalization” and “targeting” referred to the simple inclusion of a customer’s name in various locations throughout a communication. As technologies have evolved, so has the ability to further personalize messages with varying degrees of customer segmentation and data mining. Modern consumers expect businesses to understand their needs and provide relevant and desirable information, products, services, and solutions. They often won’t pay attention to a company that doesn’t attempt to communicate in a meaningful and pleasing way.

They also expect that message to be delivered on their channel of choice. Regardless of the channel (e.g., digital, mobile, online, print), enterprises must ensure that their tone, style, and messaging is consistent. In forming the SCS solution group, Curtis realized that the focus today is on all things digital. At the same time, however, many sectors—particularly highly-regulated industries like financial services, insurance, telecommunications, and utilities—still use printed communications on a regular basis. Although Curtis 1000's roots are in printing, a key to long-term success is ensuring that SCS is channel-agnostic.

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CASE STUDY 2: INSURANCE PROVIDER USES DIGITAL TARGETING TO BOOST ACQUISITION CAMPAIGN PERFORMANCE

The Challenge: A large insurance provider was hoping to evaluate the effectiveness of digital targeting to increase the response rate of its highly targeted direct mail acquisition campaign.

The Solution: * SCS proposed a test structure to measure an integrated direct mail and digital targeting campaign (treated group) against a direct mail only control group. * Both the treated and control groups leveraged the same “first touch” direct mail piece that used a custom model for targeting the best prospects. * Display and mobile digital targeting channels were run for a 30-day duration after the mail drop with the treated group.

The Results: * Following each of the campaigns, sales results were compared for 60 days. * The treated group experienced a 21.8% lift. * The client was very excited about the results and will continue to use digital targeting in future campaigns to strengthen performance results.

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Attracting New Customers Although attracting new customers is no easy task, Curtis 1000 SCS works with its clients to develop new and innovative strategies to make their businesses stand out from the rest. Schlauderaff elaborates, “Improving customer acquisition is the primary challenge which an organization faces. It is important to identify critical approaches to enhance customer acquisition power. This means acquiring the right number of attractive customers at low cost. Our SCS organization works with clients to help them acquire new customers through well targeted omni-channel promotional campaigns.”

Critical to the acquisition process are solutions that understand the clients’ business strategy and objectives. SCS has services that analyze all data sources including offline purchase data; acquisition of consumer and business prospect lists; evaluation of online interactions including Facebook, Twitter and the cookie and mobile ID pools. SCS can design and execute the campaign to reach the desired high probability consumer. Selected data files are developed, documents with personalized messaging properly composed and distributed via print, email, SMS, or e-docs. Tools are also available to manage new leads and track the overall ROI of any marketing initiative. Curtis 1000 SCS understands how to deliver new customers to its clients.

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Managing For regulated industries in today’s market, it’s difficult to ensure that both digital and physical communications are compliant. If you asked those who send out messages in regulated industries if all their communications are compliant, the answer will likely be a hesitant “maybe.” The reason for this is simple—staying compliant with the complex laws that surround digital and physical communications in regulated sectors is a big challenge. When you consider that these laws may vary from industry to industry (and in different geographic locations), compliance becomes even more difficult. Curtis 1000 SCS has strong expertise in regulated industries, including financial services, insurance, and mortgage lending.

Technology has moved forward, and customers have adopted and evolved their needs and preferences along with it. Even so, many companies are committed to their legacy systems; they can’t evolve fast enough. The SCS NSite Control Center is a comprehensive platform that supports secure management of a wide range of document applications for large enterprises, encompassing both outsourcing and content management requirements. The NSite Control Center can be deployed on the client's premises or in a hosted model. The cloud-based delivery option ensures secure access to the most current best-fit technology without excessive capital expenditures.

Users can: • Deploy highly complex applications in less than half the time required by other solutions • Choose individual components to satisfy current requirements, with the flexibility to add or subtract modules to support changing aspects of the document automation process • Maintain control of the entire communications process with the NSite Control Center Platform including the ability to better control the cost of manufacturing whether in-plant or a print partnership with SCS, with full visibility from receipt to delivery. It provides online tracking, production status, job metrics and reporting • Manage business rules and content including business user access, version control and change tracking and history • Have scalability to support production volumes as volumes increase or decline, ensuring that costs are in alignment with business volumes

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White Paper Curtis 1000 SCS Whitepaper • Leverage the SCS document management solutions consulting expertise. For more than two decades, Curtis’ team has been helping businesses design, develop, and deliver multi-channel communications in these processes. This team of experts works with clients to understand the existing environment and utilizes information to propose a comprehensive document strategy and process audit. Document designs and business processes are then re-engineered for optimal efficiency. The team works with support functions for a broad array of document composition solutions.

Figure 12: NSite Summary Capabilities

Empowerment Through various types of technology solutions, support organizations are empowering end-users to resolve or submit their own issues and requests online. By offering these types of support options for a more self-sufficient workforce, organizations are embracing customers’ various work styles and preferences.

As a result, customers feel respected and supported, which ultimately leads to a better overall experience with the support organization. Schlauderaff explains, “While some organizations implement self-service portals as a means of cost reduction, if implemented well, customers experience expanded service options and more opportunities to access solutions and support teams on their own. That’s what we are doing at SCS by offering both online marketing portals and access dashboards.”

Curtis 1000 SCS has a myriad of tools to empower end-users to control and manage communications.

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CASE STUDY 3: MANAGING COMPLIANT COMMUNICATIONS FOR A LARGE INSURANCE PROVIDER

The Challenge: A large insurance company that was working with a major wireless telecom service provider to ensure that customers received critical communications, most importantly a contract within 30 days of service initiation, as well as ongoing contractual and regulatory communications. The provider faced many challenges, including not being directly in control of the end customer relationship or collection of customer data, inaccurate customer data, a large quantity of return mail, and rising operations and support costs. Regulatory and compliance mandates required 100% accuracy that’s trackable end-to-end.

The Solution: * SCS worked with the client to gather SMS consent at the point of sale, ensuring accurate cellphone numbers. * A text message now notifies the customer and provides a link to retrieve documents in a secure mobile environment. * Customers can choose ongoing communication preferences and initiate the relationship for ongoing self-service integration into a responsive website. * Business rules/data configure communication frequency, campaign type, and message channel into a closed-loop process that includes tracking, confirmation, and recording.

The Results: The client is now experiencing process efficiencies, cost savings, and 100% compliance. Servicing customers has been transformed into a seamless experience that enriches relationships through a self-service model. The end result for the client has been: * 6%+ monthly ongoing e-consent. Within 6 months, nearly 400,000 total customers opted in with document downloads * A 20% reduction in client phone support for claims * Major savings in postage, data processing, print, materials, and combined mail processing * A 30% reduction in returned mail

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Figure 13: Curtis 1000’s Professional Services

White Paper Curtis 1000 SCS Whitepaper

CASE STUDY 4: EMPOWERING INSURANCE AGENTS TO DRIVE MORE REVENUE

The Challenge: A major national insurance company with 14,000 agents across the U.S. was seeking to improve their prospecting efforts. Agents were located in 29 states and faced many unique regulations. Additionally, they needed a program that was flexible, customizable, cost-effective and easy for agents to use.

The Solution: * SCS provided a Conductor Marketing On-Demand Portal customized to the company’s needs. (Conductor is a Web-based platform where agents can review and order personalized prospecting materials, targeting specific lines of business.) * Agents now have one-stop shopping, anytime access including helpline support, robust offering of materials, and automated billing. * In one online session, an agent can select marketing materials for numerous campaigns, add personalization that includes photo and contact information, and submit the order for production. * Agents were also provided with instructional and promotional materials, including a customproduced video tutorial.

Frequently, organizations have large distributed workforces that need to get timely communications to clients to support promotions, special offers, or general information. Examples include insurance firms with agent networks, manufacturers with a distribution network, or banks with a large number of branch locations. SCS has a cloud-based tool set called C4 that empowers end-users to have access to the latest marketing information while maintaining brand control and compliance. The system empowers enterprises and end-users with the ability to: • Facilitate marketing, advertising, promotions, prospecting, cross-sell and funds management in one place • Drive the distribution network with easily understood, successful strategies • Load new products and functionality in minutes • Allow corporate marketing teams to build their own user screens • Understand utilization of key marketing programs and promotions through customized reporting • Streamline production through highly automated systems supported by SCS For end-users with a focus on transactional correspondencerelated communications, SCS has tools that enable insurers or financial services firms to create, approve and deliver compliant, accurate correspondence to customers across print and digital channels, with no reliance upon IT.

Figure 14: Curtis 1000’s Transactional Tools

The Results: * One satisfied agent said, “I will look no further than this website as a lead-generating resource to grow my agency. It gives me the control I desire to choose who, where and how I want to build a direct mail marketing campaign. It’s just top notch!” * The centralized portal generated $6 million in revenue in 7 months.

When enterprises are dealing with critical communications, they want to make certain that they understand the status of their jobs.

The SCS Access Dashboard provides extensive job metrics and reporting, including items such as submission and completion date and time, number of sheets and images produced, full fidelity images of the jobs processed, mail tracking, and notifications of success or failure for all jobs processed.

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InfoTrends’ Opinion In today’s ever-changing communications landscape, enterprises need a CCM capability that does more than get work done faster — it needs to adapt to and rapidly cascade change. Enterprises need communications that conform to multiple channels from a common source and content that adapts to the customer and the conversation. This requires streamlining customer communications management to efficiently operate at scale while keeping pace with business needs and regulatory changes.

Curtis 1000 SCS is proving to be a reliable partner of choice. The SCS team is ready to provide enterprises with a robust set of capabilities to satisfy a number of critical communication requirements, including: • Leveraging innovative print, mail and digital technologies without ongoing infrastructure • Improving content and organization with expert design services that are clean, understandable and easy to navigate • Optimizing postal discounts with consolidation, commingling and regionalization • Meeting all business and regulatory production requirements • Effectively engaging customers with targeted communications that improve customer engagement and grow revenue • Providing robust tools to simplify production in a hosted environment via a firm’s secure data center environment

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A digital printing and publishing pioneer as well as a marketing expert, Barb Pellow helps companies develop multi-media strategies. She assists businesses in creating strategies to launch new products, build strategic marketing plans, and educate the sales force on delivering value.

Barb Pellow Associate Consultant

Karen Kimerer, Director of Keypoint Intelligence – InfoTrends’ Business Development Strategies consulting service, has experienced the many challenges of expanding current market opportunities and securing new business. She helps address the unique requirements of becoming a leader in our changing industry. She is well-versed in 1:1 marketing, web-to-print, direct mail, book publishing, supply chain management, data segmentation, channel integration, and photo products.

Karen Kimerer Director + 1 781-616-2161 karen.kimerer@keypointintelligence.com

Will Morgan is a Senior Research Analyst at Keypoint Intelligence - InfoTrends. Mr. Morgan’s responsibilities include tracking market developments and reporting on them, supporting major research initiatives and multi-client studies, and assisting with the annual forecast process.

Will Morgan Sr. Research Analyst + 1 781-616-2155 will.morgan@keypointintelligence.com

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