Opportunities Exist for Traditional Print Service Providers

Mailing

Opportunities Exist for Traditional Print Service Providers

ATLANTA, GA – On September 10th, 2015, Mailing Systems Technology released its September-October, Graph Expo issue. This issue features a number of articles that are relevant to our space, including an article by Madison Advisors’ Randy Beals and Gina Ferrara. The article discusses current trends in Customer Communications Management (CCM) and how Print Service Providers can and should take advantage of existing customer relationships and expand their services offering beyond traditional print and mail.

Gina and Randy point out that, while print is becoming a commoditized business, Print Service Providers would be well served to execute a strategic pivot to reposition themselves as CCM Technology Providers and expand revenue by leveraging existing client relationships. Here at DataOceans, we have seen significant interest in our CCM Technology Platform including our ePresentment products from Print Service Providers and customers alike. We believe that ePresentment offers a richer, more engaging customer experience and will supplant a large volume of printed communications as it gains support from customers and corporations.

To read the full article and learn more about Print Service Providers opportunities, click here. For more information about how DataOceans can help your business develop digital distribution capabilities, visit www.dataoceans.com/products/epresentment/

About DataOceans

DataOceans offers customer communications management solutions that help companies across multiple industries improve existing customer communications, including billing and invoicing for print, portal, tablet and phone deliveries.  These newly transformed customer communications can be implemented in 90 days without significant involvement of client IT resources and offer interactive experiences, personalization, highly-targeted ads with a focus on increasing revenue and decreasing costs.

Visit www.DataOceans.com for more information about the company and our products.

Proactive Communications Influence Customer Satisfaction


Despite increases in extended outages in the past year, overall customer satisfaction with electric utilities actually increased. How can this be? A recent study conducted by J.D. Power attributes this improvement to more effective customer communications. Proactive communications that build awareness and communicate current status are the most important kinds in raising customer satisfaction. According to many studies, the most widely viewed information by utility customers is the monthly bill. However, making this document (paper or electronic) more effective at building awareness requires more than merely a few sentences or a glossy insert.
The J.D. Power 2013 Electric Utility Residential Customer Satisfaction Survey and the J.D. Power 2013 Electric Utility Consumer Engagement Study measured the level of United States’ and Canada’s customer engagement with their electric utility’s programs, products, and services. Aside from the program-specific satisfaction results, J.D. Power & Associates found that overall satisfaction and engagement came from billing and payment options offered to customers. Jeff Conklin, senior director of the energy practice at J.D. Power noted, “With such a dramatic increase in billing and payment satisfaction in the 2013 study, it’s clear that the electric utilities have listened to the Voice of the Customer by providing them with many choices to receive and pay their bill and with improved information on their billing statements.”

Providing relevant and timely information on billing statements by taking advantage of advanced billing and payment technology can not only lead to improvements in customer satisfaction, but higher adoption rates of specific programs, such as eDelivery. When products or services are introduced in the context of a customer’s transaction (checking their balance, paying a bill, etc.) they are much more open to offers and suggestions. Additionally, according to the same J. D. Power’s study, customers opting for eDelivery of their bills are more satisfied than customers receiving paper bills.

Many companies aren’t proactively building awareness of products and are therefore putting customer engagement and higher satisfaction rates at risk. For companies that are burdened with legacy billing systems, there is an opportunity to personalize customer communications on the fly and drive electronic adoption to further improve customer satisfaction. Giving customers the option to choose which channel they would like to receive their documents gives them the power to make payments more quickly and efficiently. In addition to improving the customers’ satisfaction, eDelivery cuts costs for the company as well. How does your company intend to deliver the best communications to your customers?:

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Proactive Communications Influence Customer Satisfaction

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Despite increases in extended outages in the past year, overall customer satisfaction with electric utilities actually increased. How can this be? A recent study conducted by J.D. Power attributes this improvement to more effective customer communications. Proactive communications that build awareness and communicate current status are the most important kinds in raising customer satisfaction. According to many studies, the most widely viewed information by utility customers is the monthly bill. However, making this document (paper or electronic) more effective at building awareness requires more than merely a few sentences or a glossy insert.

The J.D. Power 2013 Electric Utility Residential Customer Satisfaction Survey and the J.D. Power 2013 Electric Utility Consumer Engagement Study measured the level of United States’ and Canada’s customer engagement with their electric utility’s programs, products, and services. Aside from the program-specific satisfaction results, J.D. Power & Associates found that overall satisfaction and engagement came from billing and payment options offered to customers. Jeff Conklin, senior director of the energy practice at J.D. Power noted, “With such a dramatic increase in billing and payment satisfaction in the 2013 study, it’s clear that the electric utilities have listened to the Voice of the Customer by providing them with many choices to receive and pay their bill and with improved information on their billing statements.”

Providing relevant and timely information on billing statements by taking advantage of advanced billing and payment technology can not only lead to improvements in customer satisfaction, but higher adoption rates of specific programs, such as eDelivery. When products or services are introduced in the context of a customer’s transaction (checking their balance, paying a bill, etc.) they are much more open to offers and suggestions. Additionally, according to the same J. D. Power’s study, customers opting for eDelivery of their bills are more satisfied than customers receiving paper bills.

Many companies aren’t proactively building awareness of products and are therefore putting customer engagement and higher satisfaction rates at risk. For companies that are burdened with legacy billing systems, there is an opportunity to personalize customer communications on the fly and drive electronic adoption to further improve customer satisfaction. Giving customers the option to choose which channel they would like to receive their documents gives them the power to make payments more quickly and efficiently. In addition to improving the customers’ satisfaction, eDelivery cuts costs for the company as well. How does your company intend to deliver the best communications to your customers?