| 4th
Annual Customer Conference West
September 14 - 16, 2004
Wigwam Resort & Golf Club ·
Litchfield Park, AZ
Topics
TRACK 1: CCM BEST PRACTICES
IN ADF OPTIMIZATION
Best Practices in Data Quality
and Postal Optimization
Data Quality is a critical component of any enterprise that
affects efficiency, customer satisfaction and regulatory compliance.
It's time to get it right! You can't afford to miss this session!
Keep abreast of new tools for data quality and changing regulations.
Pitney Bowes postal experts will discuss USPS advances, how
they can impact your organization and how you can prepare
for them. Learn ways to maximize postal discounts, address
quality and deliverability, while maintaining compliance with
USPS regulations.
Key Aspects
of Workflow Advancements
Gain a competitive edge by optimizing your ADF. Industry leaders
will present best practices for workflow, from an ergonomic
as well as educational standpoint. Get a preview of the renowned
Production Mail Management training course while learning
about key areas to readily improve your operational efficiency.
Discover how to eliminate redundancy in operations and re-organize
valuable resources for higher productivity, reduced costs
and minimized workplace stress.
Best Practices
in Document Engineering
Bring document engineering to an entirely new level of efficiency
and effectiveness! Take advantage of opportunities to boost
the timelines, accuracy and efficiency of your paper and digital
document production. We’ll be discussing a new, modular
approach to document engineering, where you can choose the
exact functionality most critical to your operation within
the mail stream process – barcoding, interfaces for
CASS, creation of PLANET codes, document householding, converting
simplex to duplex, N-up printing, or sorting and re-ordering
documents. In addition, utilize document engineering software
to enable and improve the mail stream process including data
quality, mailing efficiency, multi-channel distribution and
outbound and inbound mail piece tracking. Understand how to
extend efficiencies beyond documents to other areas of your
business such as marketing, call centers and fulfillment –
not to be missed!
Best Practices
in Production Management
What could be more critical to optimizing the ADF than meeting
SLAs, ensuring process integrity and improving operational
efficiency? Attend this session to learn about CCM best practices
in production control software and how you can manage productivity
within your ADF, across multiple sites, and even in comparison
to industry peers. Learn how to lower costs while improving
your quality, on-time performance and responsiveness.
TRACK 2: IMPACTING ENTERPRISE
ROI THROUGH CCM
Best Practices to Deliver an Effective
CCM Document
Effective customer communication documents enable you to find,
reach and keep high-value customers. Put CCM best practices
in place to attract and retain customers. Develop a company-wide
document strategy that leverages the mail stream process to
create more effective documents. Learn how you can create
and manage personalized customer communications and messaging
campaigns for multi-channel delivery and enable more enterprise
effectiveness.
End-to-End
Tracking: Making Mail Smarter
Customers no longer accept “we don’t know”
when calling your contact center. Fortunately, now you can
capture real time information on the mailstream to make better
decisions and to respond to customer inquiries. Learn how
mail tracking information can be connected to business processes
to reduce costs, improve customer satisfaction, and increase
marketing effectiveness. Hear a case study on how Pitney Bowes
small business division is leveraging Planet Codes to understand
and refine direct mail readership, response rates, and multi-channel
campaign tracking.
CCM Deliverability
and Call Center Effectiveness
Valuable information from the mail stream and the USPS rarely
makes its way to the call center. Information such as what
is in a mail piece, when it was mailed, where it is now and
when it will arrive can significantly reduce the amount of
time per call and increase your first-call resolution percentage.
Learn how to put best practices in place to obtain real-time
information from mail operations into the call center. Join
us to learn how you can increase the effectiveness of your
contact center before, during and after the call through CCM
best practices. You’ll hear how leading organizations
are benefiting from being able to present CSR’s with
exact copies of bills and statements, detailed information
on promotional offers and terms and conditions inserted in
each mail piece, and access to mail piece status from mail
piece creation through the entire lifecycle to the USPS carrier
route.
CCM Self Service
and Beyond
Routine, non-value-added calls flood call centers. Customers
often call asking about payment receipt, when a new credit
card will arrive, if late fees can be waived, or just to check
their balance. What would be the ultimate in enterprise efficiency
and effectiveness? Enabling self-service for the entire mail
stream lifecycle. Empower your customers with information
and intuitive tools to answer their questions and others online
and via an integrated voice response (IVR) system. Use it
to increase customer satisfaction, reduce the burden on your
call center and drive the efficiency of your enterprise. Web
portals can now go beyond electronic bill presentment and
payment, enabling you to migrate frequent and time-consuming
calls to automated, interactive and less costly channels.
Learn how to link information contained within the bill and
the mail stream to your web site to increase the usage of
customer self-service applications.
CUSTOMER PANELS
Panel discussions with customers have been established to
complement the conference tracks. Hear directly from top executives
at leading firms how and why they implemented best practices
in CCM strategies. Panelists will discuss how they have reduced
costs, while retaining and attracting more customers. Key
areas will be their pressing issues, the implementation challenges,
and of course, how they are realizing ROI across the enterprise
from their initiatives. Come prepared with your best questions.
|
