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Diane Fischer
President
L & D Mail Masters, Inc.
Coleman Nee
Vice President
Xerox Client Managed Services
Moderator
Barbara Pellow
Group Director
InfoTrends
Today’s Speakers
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What’s Happening with Mail? Barb Pellow
Meeting the Communications Challenge
• L&D Mail Masters Diane Fischer
• Xerox Client Managed Services Coleman Nee
Recommendations and Conclusions Barb Pellow
Questions and Answers
Topics
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What’s Happening with Mail?
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Key Data Points
InfoTrends’ study interviewed more than 2,000
consumers and 230 businesses
This study was designed to answer questions
surrounding the multi-channel transactional
communications market from the perspective of: • Consumers
• Bill presentment professionals
• Bill payment professionals
• Other key stakeholders
Primary objectives include: • Pinpoint behavioral and attitudinal shifts among consumers
• Identify business strategy shifts within key vertical markets
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1. Transaction documents are a big business
2. Consumers still like print
3. Mail gets attention
4. Consumers are seeking more effective
communications
5. Print is a critical driver for cross-media and digital
communications
6. Challenges still exist
Six Key Messages
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1. Transaction Documents are a Big Business
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Number of Transactional Customer Communications
(Means by Industry)
30.6 31.4
10.9
55.9
30.4
39.7
94.9
17.9
0
20
40
60
80
100
Total Banking/Financial
Hospital/Healthcare
Insurance Gov’t Retail Telco/Utility
Other
Millio
ns
How many transactional customer communications do you generate
annually in the United States?
N = 267 Business respondents in the U.S.
Source: The Future of Multi-Channel Transactional
Communications in the U.S., InfoTrends, 2013
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2. Consumers Still Like Print
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Channels Used to Access Bills/Statements
0.8%
7.5%
8.0%
11.7%
17.0%
17.5%
24.0%
27.0%
63.2%
72.6%
86.8%
0% 20% 40% 60% 80% 100%
Other
Non-bank consolidator services
Digital mailbox services
Mobile tablet app
Mobile website
Text message/SMS
Mobile phone app
e-Mail attachment
Bank or credit union websites
My providers’ websites
Physical mail
Through which of the following channels have you accessed bills and statements within the last year?
N = 2,025 Consumers age 18+ in the U.S.
Source: The Future of Multi-Channel Transactional
Communications in the U.S., InfoTrends, 2013
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Primary Location for Accessing Bills/Statements in the
Future
1.1%
1.0%
2.6%
2.3%
2.9%
7.2%
6.1%
7.0%
12.5%
22.1%
35.2%
0.7%
1.3%
1.4%
1.8%
2.5%
4.0%
4.3%
6.9%
13.4%
27.2%
36.4%
0% 10% 20% 30% 40%
Other
Text message/SMS
Non-bank consolidator services
Mobile Website
Mobile tablet app
Digital mailbox services
Mobile phone app
e-Mail attachment
Bank or credit union Websites
Physical mail
My providers’ Websites
Next Year In 3 Years
Where do you expect to PRIMARILY access bills and statements next year? In three years?
N = 2,025 Consumers age 18+ in the U.S.
Source: The Future of Multi-Channel Transactional
Communications in the U.S., InfoTrends, 2013
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Treatment of Received Mail
15.1%
16.6%
16.6%
26.8%
27.6%
37.7%
47.3%
21.2%
25.9%
60.0%
41.6%
49.7%
58.1%
45.9%
46.3%
38.4%
76.2%
71.4%
24.9%
41.8%
33.8%
15.1%
26.5%
15.9%
14.3%
0% 20% 40% 60% 80% 100%
Bills
Statements
Information from companies I do business with
Coupon packs
Loyalty/Rewards program information
Advertising mail from companies I do business with
Privacy notices
Advertising inserts included with bills or statements
Credit card offers
Discard without reading Read and discard Read and save
In general, what do you do with the following types of mail you receive from the Postal Service?
N = 2,025 Consumers age 18+ in the U.S.
Source: The Future of Multi-Channel Transactional
Communications in the U.S., InfoTrends, 2013
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3. Mail Gets Attention
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Number of Minutes Spent Reviewing
Bills/Statements (Means)
4.0
4.1
4.2
4.4
4.4
4.7
5.0
5.5
5.7
6.8
0 2 4 6 8
Cable/Satellite TV, home phone, Internet
Loans
Utility
Mobile phone
Loyalty/Rewards program
Insurance
Healthcare
Credit card
Checking, savings
Investment funds
N = Various Consumers age 18+ in the U.S. that receive bills
and statements by mail
Source: The Future of Multi-Channel Transactional
Communications in the U.S., InfoTrends, 2013
On average, how much time do you spend reviewing each of the monthly bills and statements you receive by mail?
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Bill/Statement Format Today (By Industry)
52.8%40.9%
67.9%60.2% 64.2%
52.2% 50.1% 53.5%
22.9%
29.4%
16.2%21.7%
21.1%
19.6% 21.5%21.9%
24.2% 29.7%
15.9% 18.2% 14.7%28.2% 28.4% 24.6%
0%
20%
40%
60%
80%
100%
Total Banking/Financial
Hospital/Healthcare
Insurance Gov’t Retail Telco/Utility
Other
Print only Print and electronic Electronic only
What percentage of your total bill and statement volume falls into each of the following distribution channels TODAY?
N = 174 Business respondents who have insight into
transactional customer communications
delivery strategy and are familiar with distribution channels
Source: The Future of Multi-Channel Transactional
Communications in the U.S., InfoTrends, 2013
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Reasons for Receiving Paper Copies of Bills/Statements
4.6%
4.3%
4.7%
5.9%
7.7%
11.5%
15.7%
15.9%
17.8%
30.7%
54.6%
65.9%
0% 20% 40% 60% 80%
Other
Multiple people review them
Providers must send paper versions of certain documents
Providers don’t make it easy to stop receiving it by mail
I don’t know if my providers allow this option
I haven’t asked them to stop sending it by mail yet
Option to stop receiving the paper version not offered
I don’t trust providers to keep online archives
Some are hard to review online
It is a security precaution
It is my reminder to pay my bills
I want a hardcopy for my records
Why do you still receive paper versions of your bills and statements?
N = 1,846 Consumers age 18+ in the U.S. that receive paper
versions of online bills/statements
Source: The Future of Multi-Channel Transactional
Communications in the U.S., InfoTrends, 2013
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4. Consumers are Seeking More Effective
Communications
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Improvements to Mailed Communications
19.9%
2.6%
7.3%
7.4%
11.5%
18.0%
18.3%
21.1%
35.7%
38.4%
40.5%
0% 10% 20% 30% 40% 50%
None of the above
Other
Include advertising
Print them in black and white only
Add interactive elements
Use color to improve the look and feel
Include educational and informational content
Put multiple communications into one envelope
Use color to emphasize important information
Personalize the content for me
Make them easier to understand
How can your providers improve the business communications they send you in the mail?
N = 2,025 Consumers age 18+ in the U.S.
Source: The Future of Multi-Channel Transactional
Communications in the U.S., InfoTrends, 2013
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Changes Made/Planning to Make to Printed
Communications
15.0%
0.9%
17.1%
19.2%
15.4%
20.1%
13.7%
18.4%
23.1%
16.7%
17.5%
9.0%
2.6%
11.1%
11.5%
12.8%
23.5%
25.2%
29.5%
33.8%
39.3%
44.4%
0% 10% 20% 30% 40% 50%
None of the above
Other
Fill to the second ounce
Add interactive elements
Envelope has marketing/informational messages
Eliminate pre-printed forms
Print in full color
Redesigned for marketing/informational messages
Single envelope for multiple communications
Summary-level detail in print, full details online
Redesign to improve the communication
Already Made Planning to Make
Which of the following changes have you already made/do you plan to make to printed transactional customer communications?
N = 234 Business respondents in the U.S. that have insight into
transactional customer communications delivery strategy
Source: The Future of Multi-Channel Transactional Communications
in the U.S., InfoTrends, 2013
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5. Print is a Critical Driver for Cross-Media and
Digital Communications
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2.6%
1.3%
14.6%
14.8%
16.1%
17.7%
21.2%
28.0%
29.6%
30.7%
31.0%
33.9%
38.6%
41.5%
52.1%
56.1%
0% 20% 40% 60% 80%
Don’t know
None of the above
Books
Retail store receipts
Outdoor
Directory
Product packaging
Newspapers
Point-of-purchase displays
Catalogs
Inserts
Business cards
Magazines
Bills or statements
Direct mail
Brochures
What types of printed media have you included a link or connection to digital media over the past 12 months?
N= 378
Source: Understanding Vertical Markets: Enterprise
Communication Requirements; InfoTrends 2012
Multiple Responses Permitted
47% of printed materials
are linked to a digital
channel
Print: The Ultimate Cross-Media Integration Platform
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6. Challenges Still Exist
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Top Data-Related Communication Challenges
9.0%
5.2%
10.9%
15.4%
15.4%
18.0%
19.9%
25.1%
27.0%
28.5%
30.7%
0% 10% 20% 30% 40%
None of these are challenges for our organization
International document/communication management
Direct marketing campaign management
Performing and using marketing analytics
Understanding transactions across internal businesslines
Integrating social media with other communicationchannels
Using data stored in electronic document archives
Integrating customer data to personalizecommunications
Capturing customer data across multiple touch points
Customer response management
Managing preferred methods of delivery/payment
Which of the following are top data-related challenges for your organization relative to customer communications?
N = 267 business respondents in the U.S.
Source: The Future of Multi-Channel Transactional
Communications in the U.S., InfoTrends, 2013
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Other Top Communication Challenges
6.0%
10.1%
12.4%
13.9%
15.7%
19.1%
21.0%
24.3%
28.8%
29.6%
33.7%
0% 10% 20% 30% 40%
None of these are challenges for our organization
Optimizing content for interactions via tablets
Providing multi-channel communications
Branding consistency
Optimizing content for mobile phone interaction
Managing multi-channel customer interactions
Designing effective customer communications
Customer authentication and identity management
Keeping pace with technology advancements
Managing security and reliability of digital channels
Keeping pace with regulatory/compliance guidelines
Which of the following are other top challenges for your organization relative to customer communications?
N = 267 business respondents in the U.S.
Source: The Future of Multi-Channel Transactional
Communications in the U.S., InfoTrends, 2013
L & D Mail Masters Direct Marketing Services
Diane Fischer
President
L & D Mail Masters
www.ldmailmasters.com
(812) 981-7161
A Message from the President
L & D Mail Masters, Inc. is a full-service direct marketing firm incorporated in
1986 in the state of Kentucky. We enable our clients to create campaigns that Relate, Captivate, Cultivate, and Resonate with their target audience. Our 120 employees deliver measurable results for a broad range of clients nationwide. We’re experts at generating new business, retaining relationships, and encouraging our clients to spend their marketing dollars wisely.
From campaign design to implementation and all services in-between, we offer a wide range of solutions for your direct marketing needs. We provide direct marketing at its best by bringing expertise, passion, and professionalism to our clients.
Best regards,
Diane B. Fischer
President
Who is L & D Mail Masters? Technologically advanced direct marketing company whose mission is to help clients:
– Create Multi-Channel Marketing – Differentiate Campaigns – Generate Leads – Manage Print and Communications – Measure Return on Investment (ROI) – Streamline Production
1. Capacity 2. Certification 3. Facilities 4. Knowledge Base 5. Location 6. Partners 7. Staff 8. Added Value
Last but not least… and this is a big one… we only
succeed if you do! Our success depends on client satisfaction.
Differentiators
Markets L & D Serves
• Healthcare • Financial • National Sales Organizations • Higher Education • Non-Profits
Total Monthly Mail Volume of 7.5 to 9.5 million pieces
Industry Challenges
• Complex Data
• Heavily Regulated Industries
• Changing Landscape of Security (Data and Facilities)
• Shortage of Versatile Vendors
Capital Investments
• Screen Truepress Jet520 with 2nd engine
• Pitney Bowes Mailstream Productivity Series (MPS)
• Pitney Bowes 2 APS™ Edge
• File verification with use of MRDF (Mail Run Data File)
• 2 HP 7500 Digital Presses
Thank You So Much For The Opportunity!
Xerox Document Solutions
Coleman Nee
Vice President
Xerox Client Managed Services
• Over $26 million invested to acquire cutting-edge print/mail technology
• This investment has enabled Xerox to drive significant cost and process efficiencies for our clients
• At 185,000 square-feet the largest production mail facility north of Boston
• State of the art document management technology powered by Xerox
• Diverse tenured workforce with 20+ years experience
Xerox Document Solutions
Financial organization support & services
Xerox Document Solutions
• Client Services
• Project Management
• Composition & Design
• E-Presentment
• E-Delivery
• Special Mailings
• Warehouse & Procurement
• Print Capabilities
• Insertion
• Mail Management &
Presort
• Investor Statements
• Prospectus compliance
mailings
• Correspondent letters
• Checks & advices
• Tax Services and Reporting
• Transaction confirmations &
proxy letters
• Marketing mailings
• Benefit disbursements
Xerox Document Solutions
Production Print
• 1.5 billion images yearly
• 9 million black and white images daily
• 480,000 full color images daily
• Full digital color print
• Print on demand capabilities
• 1.5 Billion images per year
Mail Insertion
• 500 million envelopes/year
• 2 million envelopes daily
• 1200 jobs per day
• Pitney Bowes MPS high speed systems
• Piece level integrity capability with integration to 3rd party inserting solutions
• Automated balancing tools and procedures
• Selective and global insertion
Mail Mgmt & Presort
• Online Output Management Tool
• Scheduling and control desk
• Pre-sort partner with PSI, a Pitney Bowes company
• USPS regulations
• Intelligent Barcode capability
•Volumes to produce same or next day
•Strict data security requirements –
zero margin for error
•Managing and on-boarding new jobs
Xerox Document Solutions Challenges
Thank you!
Coleman Nee
Vice President
Xerox Client Managed Services
Recommendations and Conclusions
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1. Transaction documents are a big business
2. Consumers still like print
3. Mail gets attention
4. Consumers are seeking more effective
communications
5. Print is a critical driver for cross-media and digital
communications
6. Challenges still exist
Six Key Messages
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• Understand consumer requirements
for communications
• Data security and information integrity
are critical
• Invest in technologies that will support
the delivery of more effective
customer communications
• All channels are on—keep pace with
the changing communications
dynamics!
• Be a strategic partner with your
customers to educate, inform, and
transform communications
Recommendations and Conclusions
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For more information visit: http://www.pb.com/equipment/Folders-Inserters-Tabbers/Inserters-High-
Volume/
To view this webinar and more visit: http://www.pb.com/client-webinars/index.shtml
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