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We can help you really connect with your customers
INVOICE
REMITTANCE
SMS
WOW
Smart Ways to Manage Multi-Channel Communications
NEOPOST – EUROPE’S NUMBER 1 SUPPLIER OF MAILING SOLUTIONS
Welcome to our guide to creating effective Multi-Channel Communications.
Multi-Channel Communications is a concept that has developed over the last few years as technology enables more methods of customer communication.
In this guide, we will give you an insight into:
• Is this a real and successful means of generating more business or just a marketing buzzword?
• How your organisation can use Multi-Channel Communication to connect more effectively with your customers
AGREEDthat evolving into an effective
Multi-Channel marketing company will drive more sales and profit.
AGREEDthat successfully integrating multiple channels under a single integrated
marketing strategy is crucial to their long-term success.
77% 86%
SOURCE: Forrester - The Multi-Channel Maturity Mandate (August 2012)
RATING FREQUENCY
BRAND INTERACTION
RATING POINTS BRAND LIFT
REACH
ROI COST PER LEAD
REAL METRIC NEW CUSTOMER QUANTIFIABLE
LEAD
WHAT IS MULTI-CHANNEL COMMUNICATIONS?
KNOW YOUR CUSTOMERS
ABOVE THE LINE
BELOW THE LINE
We think that Multi-Channel Communication can be defined as the use of online and offline channels to communicate with target customers. As technology improves and an increasing number of consumers turn to online channels for information and other activities like interacting with businesses and brands, consumer demand for multiple channels of communication is growing.
Multi-Channel Communications add more dimensions to methods of connecting with customers and require an understanding of the way that customers use channels.
TV RADIO
OUTDOOR NEWSPAPER MAGAZINE
SOCIAL MEDIA
TRADE MARKETING / SAMPLING
ROAD SHOWS / DOOR TO DOOR
PROMOTION / SELLING EVENT MANAGEMENT
DIRECT MAIL EMAIL
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SMS
SMS
How do they prefer to be contacted?
How do they respond and
purchase?
What can you realistically expect from
certain channels?
WHY HAVE MULTI-CHANNEL COMMUNICATIONS
SENDING
RESPONDING
EVOLVED?The growth in technology has enabled the rise of Multi-Channel Communications. With the rise of newer technologies such as email, SMS and social media, there are many more facilities to send communications and receive a response. More traditional methods such as direct mail and telemarketing have also seen developments that enhance impact and efficiency.
Customers are more able to receive and react to messages with the advent of smartphones and tablets.
More sophisticated technology means that facilities can be included in websites for customers to request information and purchase products as soon as they receive a message.
INVOICE REMITTANCE
SMS
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7in10PEOPLE OWN A
SMARTPHONE
No.1EMAIL IS THE
ACTIVITY ON A SMARTPHONE
78%OF PEOPLE
CHECK EMAIL ON THEIR
MOBILE PHONE
WOWSMS
This is how I want it
IT’S WHAT CUSTOMERS WANT
of adults want to choose how
they receive their information
81%of adults do not like it when companies take
away their right to choose how they are
communicated with
84%
Customer pressure has been a key driver in the growth of Multi-Channel Communications. Consumers and businesses are reacting against organisations who change methods of communication from paper to exclusively digital. The objective must be to listen to your customers and deliver information in the manner that they feel is appropriate.
Offic
e fo
r Natio
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tatistic
s 20
13
KEEP ME POSTED
www.keepmeposteduk.com
An example of this pressure is the Keep Me Posted campaign, which has been launched by a partnership of charities, interest groups and businesses. It is lobbying service providers and government to give consumers the choice as to how they receive information, especially paper bills and statements.
USE ONLINE
MANAGEMENT
SOFTWARE TO
STORE YOUR
CUSTOMERS’
CHANNEL
PREFERENCES
AND MANAGE
SENDING OUT
COMMUNICATIONS
IT W RKS!USE MORE CAMPAIGN CHANNELS FOR BETTER BUSINESS RESULTS
✔
l When print was the only channel used in a campaign, the average response rate was 6%, with a conversion rate of 16.2%.
l When email was added into the mix, the response rate rose to 7.6% and the conversion rate rose to 18.3%.
l When print and a web landing page were combined, the average response rate was 7.6% with a conversion rate of 15.3%.
l When email was added into the campaign, the response rate increased to 8.2% with a higher conversion rate of 16.5%.
l When print, email, a web landing page and mobile marketing were used, the response rate increased to 8.7% with a higher conversion rate of 16.5%
l When print, email personalised URLs and mobile were used together, the response rate jumped to 8.7% and the conversion rate rose to 19.0%.
The increased response rates that organisations are seeing from Multi-Channel Communications show that it really does work. An InfoTrends study found that:
These results are typical for well-produced personalised marketing campaigns.
AND INCREASES RESPONSE RATES
A CROSS-MEDIA CAMPAIGN WILL SEE ON AVERAGE A
HIGHER RETURN ON INVESTMENT33%
SOURCE: Printing Industries Alliance (2013)
(Percentage of respondents who then purchased or converted to new business)
Percentage of people responding to campaignSOURCE: InfoTrends - Understanding Vertical Markets Enterprise Communications Requirements (2012)
6.0%
PR
INT
ON
LY
16.2%
7.6%
PR
INT
&
EM
AIL
18.3%
7.6%
PR
INT
&
WE
B L
AN
DIN
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AG
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15.3%
8.2%
PR
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&
EM
AIL
&
WE
B L
AN
DIN
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AG
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16.5%
8.7%
PR
INT
&
EM
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&
WE
B L
AN
DIN
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AG
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& M
OB
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MA
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ET
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16.5%
8.7%
PR
INT
&
EM
AIL
&
WE
B L
AN
DIN
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AG
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& M
OB
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MA
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ET
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19.0%
56%
L VE YOUR CUSTOMERSAND INCREASE THEIR VALUE
of customers
UTILISE 1 OR 2 CHANNELS when seeking customer care
of customers
UTILISE 3 OR 4 CHANNELS when seeking customer care
OF CUSTOMERS FAIL TO RETURN if you don’t have an
omni-channel strategy
Ovu
m 2
015
Cyb
ra 2
014
25% 52%
78%are more likely
to read statements that are available both
online and by post
5 OUTOF
PEOPLE
4 of companies agreed
they would be trying
to differentiate through
customer experience in
the years ahead
Office for National Statistics Computer Weekly 2015
££££££EFFICIENCY AND COST SAVINGGiving your customers information in formats that they want is obviously a key consideration. Adopting a Multi-Channel Communication strategy can also result in increased efficiency and cost saving for your business. This is the case for both outbound and incoming communication.
OUTBOUNDl You can use the same creative
approach, proposition and offer
strategy across all channels.
This provides a consistent image
and saves on cost
l Use of email, where customers
will accept it, reduces paper and
postage bills
l Technology can cut manual
processes and increase
staff efficiency
INBOUNDl Enable response by email or to
website to minimise Freepost or
Business Reply postal charges
l Response received by digital
channels enables you to react
more quickly
Neopost is the key ingredient to improved Multi-Channel Communications at Ranson UK - go take a look at this case study at www.neopost.co.uk/ranson
In Germany alone, businesses wasted more than
(US$1.5billion) a year on
unproductive marketing - often due to
a narrow focus on single channels.
¤1 BILLION
SOURCE: Booz & Co - Multi-Channel Customer Management
Delighting Customers, Driving Efficiency (2010)
££££££MULTI-CHANNEL COMMUNICATIONS
THE COMPONENT PARTSThere are many different channels that could be used to target customers including TV, radio, and outdoor advertising. We will focus on what, for most businesses, are the most relevant and prevalent. These are:
l DIRECT MAIL
l EMAIL
l TELEPHONE MARKETING
l WEBSITE AND CONTENT MARKETING
l SMS
l SOCIAL MEDIA
In the following section, we will examine how you can use each of these channels in more detail and how you can combine them to maximise the effectiveness of your communications.
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DATA RULES!Accurate customer data is critical to the successful implementation of a Multi-Channel Communication programme. It is also a must have for all businesses. The Experian Global Data Report 2014 found the following:
• Inaccurate data costs businesses and fundamentally impacts on their performance
• The average organisation loses 12% of its income because of bad contact data, through wasted marketing spend and resources as well as lost productivity
• But the hidden costs may be even greater – 28% of those who have had problems delivering email because of bad data say that customer service has suffered as a result, while 21% experienced reputational damage
of businesses dependent
on databases have reported
that they believe some
aspect of the data they
hold is:
MOST THINK THIS IS MORE THAN A QUARTER
94%
FLAWED
of companies that
INVESTED in better data quality saw their
PROFITS INCREASE last year
90%
SOURCE: Experian - Global Data Quality Research (2012)
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Investment in improving data accuracy has the power to more than compensate.
Worldwide, the average increase in profits was almost
£1 MILLION
per year*
*Over £940,000*Over £940,000
‘ONE PIECE OF DATA CAN
CHANGE THE WAY YOU SEE
OR COMMUNICATE WITH
A CUSTOMER’
If email becomes your customers’
preferred means of communication –
do you have an accurate email address
for ALL contacts? Does your database
enable you to maintain this?
1
ASSESS what customer data should be collected based
on your business goals
3
AUDIT your data and identify where
errors are occurring
4
CAPTURE
data accurately at the
point of entry
2
IDENTIFY
within the business where you can
obtain data
1
INSTIGATE a data
maintenance regime
3
STRIVE to ensure
each record is complete
4BE
PREPAREDto amend your data collection
regime to support business
requirements
2
ASSESS what you can do
in-house?
DATA
COLLECTION
RULES
DATA
MAINTENANCE
RULES
SOURCE: Experian - Data quality, The Key to Unlocking Cross Channel Returns (2013)
DATABASE
Being Responsible with your DataThere are a number of responsibilities on those organisations that maintain data on customers, prospects and staff, which are set down in the Data Protection legislation by the Information Commissioner’s Office. The Neopost Simple Guide to Data Protection provides an explanation of the key points of Data Protection legislation and useful links to websites that can provide more in depth information.
General Data Protection Principles apply to ALL organisations that process personal data. This can be defined as obtaining, recording, storing, updating or sharing data which relates to a living, identifiable individual whether in personal or family life, business or professional.
Under the 1998 Data Protection Act, individuals and organisations that process personal information need to register with the Information Commissioner’s Office (ICO), unless they are exempt.
The 8 data protection principlesPersonal information must:
REGISTER Information Commissioner’s Office (ICO)
be fairly and lawfully processed
be processed for limited purposes
be adequate, relevant and not excessive
be accurate and up to date
1
2
3
4
not be kept for longer than is necessary
be processed in line with the data subjects’ rights
be secure!!
not be transferred to other countries without adequate protection
5
6
7
8
All you need to know about data protection can be found on the
Information Commissioner’s Office website (ico.org.uk). Register to
receive regular e-newsletters to keep up to date on the latest in data protection requirements: ico.msgfocus.com/ico/signup/
Exemptions include organisations that meet all of the following:
Are not-for-profit
Process information for judicial functions
Do not process information electronically (including using computers and any system that can process the information automatically i.e. CCTV systems, digital cameras, smartphones, credit card machines, call logging and recording systems, clocking machines and audio-visual capture and storage systems)
Are not responsible for deciding how the information is processed
Only process personal information for personal, family, household or recreational reasons
Only process personal data to maintain a public register
Process personal data for staff administration ONLY (no advertising, marketing or public relations)
Establish a process to recognise
and respond to individuals’ requests
to access their personal data.
These free services are a great
place to start:
www.tpsonline.org.uk/tps/index.html
and www.mpsonline.org.uk and
www.ims-dm.com/cgi/offemaillist.php
Data Protection Assurance Checklist
REGISTER with the Information Commissioner’s Office (ICO) at ico.org.uk/for-organisations/register/
Establish an appropriate data protection policy.
Nominate a data protection lead.
Provide data protection awareness training for all staff.
Make privacy notices readily available to individuals.
Establish processes to ensure personal data is of sufficient quality to make decisions about individuals.
Establish a process to routinely dispose of personal data that is no longer required in line with agreed timescales.
Establish an information security policy supported by appropriate security measures.
Ensure an adequate level of protection for any personal data processed by others on your behalf or transferred outside the European Economic Area.
Establish a process to ensure new projects or initiatives are privacy-proofed at the planning stage.
2/3rds
OF PEOPLE KEEP MAIL
FOR FUTURE REFERENCE
Direct mail has long played a key role in communication with customers. This could be for marketing or transactional mail such as invoices, statements, etc. There is a perception that mail has fallen out of favour and has been superseded by the ostensibly cheaper alternative of email, however recent research by the DMA dispels that theory.
People continue to value direct mail and printed communications from brands, finding that it plays a seamless role within their connected worlds, offers some qualities not found in other comms and is an essential part of the overall brand experience.
Direct mail remains a vital component in any communication programme and is welcomed by customers.
It is most effective at:l Providing informationl Generating a response
DIRECT MAIL TRIGGERS AN ONLINE RESPONSE
58%MORE LIKELY TO CLICK A LINK IF THEY RECEIVED SOMETHING
IN THE POST
67%REFER TO MAIL WHEN
SEARCHING FOR A PRODUCT OR SERVICE ONLINE
Neopost and the DMA produced the ‘Practical Guide to Creating Effective Direct Mail Campaigns’ - go to www.neopost.co.uk/kbdm to download your free copy.
We can help you create effective direct mail campaigns
Smart ideas for successful communications
UPDATED VERSION
PEOPLE TAKE DIRECT MAIL SERIOUSLY
79%OF CONSUMERS
REACT TO DIRECT MAIL IMMEDIATELY
hello!
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DIRECT MAIL
EM@ILWHAT CAN YOU DO WITH EMAIL?1. INCREASE SALES
CONVERSIONS Prospects may require up to nine ‘touches’ before making a buying decision.
2. GENERATE REPEAT SALES Keeping in touch on a regular basis can generate repeat sales and improve customer loyalty.
3. UP-SELL AND CROSS-SELL YOUR PRODUCTS Email provides a great opportunity for you to help customers order “one more” product while they’re in the mood to buy.
4. GAIN FEEDBACK FROM YOUR VISITORS Email in particular provides your customers with a unique opportunity to give honest feedback.
5. DRIVE WEB USERS TO OFFLINE PURCHASES Email marketing is often a catalyst for web users to purchase offline. More than half of users in one survey had made a purchase offline after receiving an email promotion.
Receiving response – email enables responders to get to you quickly. Ensure you are set up to receive response and capture important information.
SOURCE: DMA - Email Tracking Report (2013)
Consumers who receive email spend
83%more when shopping
90% of consumers subscribe
to emails from trusted brands
There has been an obvious growth in
email traffic over the last 10 years.
It can be a very cost-effective method of
contacting customers with offers and links
to websites. There are a number of email
service providers and also packages that
can be purchased to implement campaigns
in-house.
TELEPHONE MARKETINGTelephone marketing is extremely effective when deployed as part of a Multi-Channel Communication programme. It can be used for both outbound and inbound calls, enabling you to speak to customers directly about their requirements.
1. Telemarketing can work with either ‘cold’ or ‘warm’ lists – You can use telemarketing to acquire new customers and clients, close deals and progress leads with people you’ve already contacted or even sell to existing customers.
2. It’s direct and elicits a direct response This means immediate results regardless of your objective.
3. It’s human! Good telemarketers can listen as well as talk.
4. It increases the effectiveness of other marketing efforts This is particularly true when linked with direct mail.
5. It can generate key customer and marketplace data You can be filling in the gaps in your database whilst making sales calls.
6. It’s extremely measurable Every call provides data and you can determine what data is useful to you.
7. It’s flexible As soon as you start making calls you will start gaining valuable feedback. Telemarketing can be responsive to new information.
SOURCE: SCI Study (2011)
SOURCE: SCI Study (2011)
A study found that
90% of marketing managers think telemarketing is effective for
lead nurturing
of small business owners rely on phones (telemarketing) and, among them...
say such efforts are effective. (constant contact survey)
73%
74%
SMS
SMS
SMS & MOBILE MARKETINGThe rise of the smartphone has established SMS as a communication channel that can be utilised effectively within a Multi-Channel Communication campaign. A Royal Mail survey found that 56% of people use their mobile to access the internet from anywhere.
1
2
3
4
5
6
SOURCE: Textlocal - The Mobile Customer Experience Report (2013)
WHAT ARE THE BENEFITS OF SMS? It’s a direct, immediate
channel
You can use shortcodes to simplify response and build your database
It can support and integrate with other channels
You can learn more about your customers
You can increase customer engagement
Response data enables you to monitor, track and improve
SOURCE: Pure 360 - MCM - Why SMS is integral to it (2013)
97%r
read SMS within 15 minutes
45%r
of SMS receive a positive response
WHAT ARE THE BENEFITS OF CONTENT MARKETING?
B2B marketers are using content marketing
tactics to affect the top of the sales funnel.
Content marketing objectives by program (% of respondents)
82%Engage customers/prospects
Drive sales
Educate the market
Build through leadership
Increase web traffic
SEO
Stay up-to-date with competitors
55%44%43%43%19%2%
WEB & CONTENT MARKETINGA recent marketing development is the
increased use of content marketing,
which organisations are using to connect
with customers and move them up the
decision-ladder. Updating your website
with new content can keep it fresh and
encourage customers to engage with
you more.
WHAT IS CONTENT
MARKETING?
The Content Marketing Institute defines it as: A marketing technique of creating
and distributing valuable, relevant and
consistent content to attract and acquire
a clearly defined audience - with the
objective of driving profitable
customer action.
SOURCE: Emarketer - Driving Engagement (2013)SOURCE: Content Marketing Institute(2013)
93%of B2B Marketers use
content marketing
WHY DO B2B COMPANIES USE SOCIAL MEDIA?
TOOLS USED TO MEASURE SOCIAL MEDIA ROI INCLUDE:
SOCIAL MEDIASocial media has become a cost-effective
element of a Multi-Channel Communication
programme. It is much more than just
Facebook as organisations are successfully
exploiting other sites such as LinkedIn and
Twitter to generate traffic to content on
their own website. The key social media sites
have sophisticated campaign planning and
execution tools.
79% brand awareness
74% customer acquisition
71% lead generation
64% customer retention/loyalty
64% thought leadership
60% web traffic
51% sales lead quality
43% sales lead quantity
45% social media sharing
41% direct sales
41% qualitative customer feedback
41% SEO tracking
SMALL AND MEDIUM B2B BUSINESSES WITH AT LEAST
50 TWITTER FOLLOWERS GENERATE TWICE AS MANY
ONLINE LEADS AND BENEFIT MORE FROM SOCIAL
MARKETING THAN LARGER BUSINESSES
SOURCE: Social Media B2B - Audience Statistics (2013)
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92%of marketers say that social media has generated more exposure for their business
BEST COMBINATIONSA major benefit of Multi-Channel Communications is the opportunity to test different combinations to ascertain which works best for your organisation. Also, asking your customers what they would prefer will help to direct your efforts.
When considering your strategy, the results below may give you food for thought.
SOURCE: DMA
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of marketers found that campaign performance improved when combining telemarketing with another channelWOW
+ 81%
92%have been driven
to online or digital activity
87%have been influenced
to make online purchases
86%have connected with a business
online
54%have engaged in social media
43%have downloaded
something
CONSUMERS SEE MAIL AND EMAIL AS PLAYING DISTINCT ROLES
Preference for Mail vs. Email (Absolute: % Prefer Mail vs. % Prefer Email) Mail Email
Brochures and catalogues 63 21
Welcome packs 62 23
Bills or statements 53 26
Loyalty rewards 49 27
Reminders 40 42
Issues or complaints 39 36
Information from companies not used before 26 43
Other products and services 22 54
Confirmation or follow up messages 21 57
Promotions and offers 21 53
News and updates 17 62
AS A DIRECT RESULT OF RECEIVING MAIL
Hopefully, the previous pages have given you information that will help you to design a Multi-Channel Communication campaign to suit your objectives and budget. We have suggested a few things to consider as you are planning your programme.
HOW TO CONSTRUCT YOUR MULTI- CHANNEL COMMUNICATION PROGRAMME
WOWSMS
CONSUMERS SEE MAIL AND EMAIL AS PLAYING DISTINCT ROLES
1. ASK YOUR CUSTOMERS It is vital that you communicate with customers
how THEY want to, NOT how it suits you.
A reasonable sample of customer research should
be the first stage in your planning process.
• What do they expect?
• What would they be
unhappy with?
3. ASSESS WHAT CHANNELS YOU ARE ALREADY USING/ COULD DEPLOY It is likely that you are currently communicating with customers to send emails, statements and marketing information via direct mail and/or email.
• Could you do more with those communications?
• Could you do more with those channels?
• What channels could you easily deploy to in a Multi-Channel Communication? If you have a website, could you add content?
• Do you have employees that could assist in telephone marketing?
5. WHAT CHANNELS COULD YOU QUICKLY SET UP? LinkedIn, Twitter and Facebook profiles are initially free, although increased sophistication can bring cost.
6. WHAT CAN YOU DO IN-HOUSE?• You will have expertise and resource
available in-house, how can that be used?
• What tools could you purchase to increase the in-house capability?
• Where can you go for external support?
• What tools do you need?
PLAN
WOW
PLAN
??
4. DO YOU HAVE GOOD QUALITY DATA?Including:
• Accurate contact names
• Postal addresses
• Email addresses
2. PLAN YOUR ACTIVITY • What are the key events that you need to
promote – product launches, events, etc.?
• Do you want to implement an
ongoing campaign
of lead generation?
01001010110100111
00100101101110000
00101010011101010
00101100000010101
To implement your Multi-Channel Communication strategy successfully, you will need
some tools. Exactly what will depend on your assessment of what you can do in-house
or use external resource. Here are some suggestions:
KNOWLEDGEEmbarking on a Multi-Channel Communication
programme may be a new departure and you
may need to draw on knowledge that will point
you in the right direction.
INCOMING MAIL You may currently receive customer
information in paper format. Make use
of DCS (Data Capture Solutions) to scan,
electronically capture and manage this
information to save time and minimise
data capture errors.
WHAT TOOLS DO YOU NEED?
DATABASE We have explained how
an accurate customer
database that is
regularly maintained
is fundamental
to the success of
your Multi-Channel
Communications.
At Neopost, we have
some extremely
effective data
management products,
to find out more visit:
www.neopost.co.uk/data-software/address-accuracy
OUTPUT MANAGEMENT SOFTWARE
www.neopost.co.uk/oms
lDesign documents simply and flexibly
lManage personalised content
lUse OMS to manage your customers’
communication preference -
mail vs email, etc
lCentralise production
lManage distribution
via mail, email
and SMS
SEND BROCHUREwww.neopost.co.uk/send
All you need to
know about
creating,
producing and
distributing mail
is contained in our
‘Send’ brochure -
download yours
now at the
link above.
EMAIL SOFTWARE
If you plan to add
sophistication to
your email marketing
and integrate it into
a Multi-Channel Communication programme,
you may need to acquire an email marketing
tool that will enable you to segment
communication and to analyse success.
MAILING PRODUCTION EQUIPMENT You may choose to create,
produce and distribute
mailings in-house. Neopost
has a range of equipment that could help,
including folder inserters and envelope
printers. For more information, please visit:
www.neopost.co.uk
FRANKING MACHINE
A franking machine is an
easy way to achieve the
most up-to-date postage
discounts. Neopost has a full range,
visit www.neopost.co.uk or
www.neopost.co.uk/franking-machines
to find out which
model is best for
your business.
WEBSITE An effective website is vital to enable
customers to respond to you and to
showcase products and services.
The regular addition of new content will
obviously give them a reason to return.
MULTI-CHANNEL COMMUNICATIONS IN
ACTIONWe have included a few examples of
how businesses are using Multi-Channel
Communications to increase revenues.
Whilst some of these organisations are large,
some of the tools and techniques can be
scaled for any size of business.
NEOPOSTHere at Neopost, we are advocates of
Multi-Channel Communications and will combine
a number of disciplines in each marketing
campaign. This enables us to efficiently target
customers with consistent messages using
direct mail, email, content marketing, telephone
marketing and press advertising.
NEOPOST HELPS KINGSLINE SOLUTIONS DELIVER INNOVATIVE INTEGRATED MARKETING CAMPAIGNS
CHALLENGE To find a robust production mail system, with the capability to manage complex mailing jobs.
SOLUTION Neopost investigated the production environment and business plans at Kingsline and suggested the DS-1200G3 Folder Inserter.
METHOD Neopost took a team from Kingsline to visit an existing print and mail customer to witness how the DS-1200G3 operated in a production environment.
RESULTS Productivity has increased and the system has integrated seamlessly into Kingsline’s production process. Operators find the system straightforward and easy to use.
ISUCCESS AS NEOPOST HELP IMAIL TO BIG GROWTH
CHALLENGE Provide Folder Inserters to meet iMail’s rapid expansion - Volumes are expected to double to 20 Million in the next 12 months.
SOLUTION Third generation DS-1200 G3 inserter provided speed, integrity and flexibility.
METHOD Working with iMail to develop effective future proof solutions.
RESULTS A doubling in output capacity with room for further expansion.
CHALLENGE Develop a cost-effective alternative to inefficient manual mail sorting.
SOLUTION Fully automated Multi-Channel Communications platform.
METHOD Implement results of customer survey to deliver most effective solution.
RESULTS Better customer communications as well as reduced costs.
NEOPOST IS THE KEY INGREDIENT TO IMPROVED COMMUNICATIONS
NEOPOST MAKES MAIL EASIER FOR CLAIM EAZY
CHALLENGE Complete manual process of opening a large amount of mail, data entry, distribution, document creation, fulfilment and sending over 500 mail pieces per day.
SOLUTION Installation of Neopost franking system, letter opener, folder inserter, output management software and data capture solution.
METHOD Full installation of all hardware and software and the Neopost Account Manager keeps Claim Eazy up to date with the latest technology updates.
RESULTS Claim Eazy can now process mail 80% quicker with the same amount of staff, access Royal Mail volume discounts and have improved quality and accuracy.
You can find all of these case studies on our website at www.neopost.co.uk/why-choose-neopost/case-studies
Any organisation that has to handle a lot of mail should opt for a Multi-Channel Communications platform.
Since investing in Neopost’s mailing solutions we’ve been able to process all our inbound and outbound post 80% quicker than we did previously.
James Treacy Claim Eazy
If you need any further information on Neopost services and products, please call 0800 0855 367 (quoting kbmc) or go online to: www.neopost.co.uk/kbmc
Neopost LimitedNeopost House, South Street, Romford, Essex RM1 2AR.
AND FINALLYHere’s a final checklist on how to create an effective
Multi-Channel Communications campaign
MULTI-CHANNEL CHECKLIST
1Make sure you’re contacting your customers in the way they prefer.
Online Management Software can store your customers’ channel preferences.
2Have you planned your campaign activity?
What key events are you promoting, how will the campaign continue to run?
3Are you utilising all of the available component parts for your campaign?
Direct Mail, Email, Telephone, Website and Content Marketing, SMS and Social Media – all have a role to play.
4Do all of the component parts of your campaign follow the same creative approach?A consistent image raises awareness, is more memorable and saves costs.
5Is your customer data accurate and up to date?
Don’t let inaccurate data cost your business and impact on the performance of your campaign.
6Do your colleagues know about the campaign?
Keep everyone in your business involved in the process and ready to respond effectively and efficiently to customer requests.
7Do you have all the relevant tools for your campaign?
Data Capture Solutions, Email Software, Mailing Equipment, Franking Machine, Output Management Software – all these tools can help make your campaign successful.
8How will you capture, monitor and analyse response?
Responder data can help you build and enhance your database – a key asset for your business and the first step for your next campaign.
WOWSMS