CUSTOMPOINT. Intelligent Print Management Features & Benefits Guide

Transcription

1 CUSTOMPOINT Intelligent Print Management Features & Benefits Guide

2 Print Management & Fulfillment Customized Print On-Demand Direct Mail Campaign Management

3 TABLE OF CONTENTS All Module Features 3 Print Management and Fulfillment Module 6 Place and Manage Orders 6 Kitting 8 Inventory Management 9 Manage Items 10 Order Status 10 Reporting 11 Integration with Digital Asset Management 11 Direct Mail Campaign Management Module 13 List Upload 13 Supports Customer House Files and Prospect Lists 14 Campaign Management That Motivates 15 Customized Documents Module 17 Personalized Stationery 17 Short-Run Direct Mail 18 Customized Booklets 18 Implementation & Technical Support 19 Customer Service 19 ISO-Certified Implementation Process 19

4 INTELLIGENT PRINT MANAGEMENT Features & Benefits Guide CustomPoint is RR Donnelley s end-to-end print management solution that centralizes ordering, fulfillment, content customization, and direct mail campaign management all in one interface! CustomPoint is a completely integrated, Internet-based toolset that communicates directly with RR Donnelley s distributed network of print and fulfillment operations. The solution can enhance the quality of customer communications, manage costs, streamline ordering processes, slash expensive obsolescence, and it provides features that target communications to your customers and prospects. CustomPoint Delivers Configurable Solutions in Key Industry Verticals Retail Franchises Travel & Leisure Entertainment Managed Health Care Insurance Banking & Financial Management Telecommunications & Software Real Estate Manufacturing Automotive Pharmaceutical Non-Profit Colleges & Universities 1

5 A MODULAR FEATURE SET Print Management and Fulfillment Module Manage, store, control, and track print orders that are fulfilled from inventory, or printed on demand (POD). Customized Documents and Stationery Module Discover the power of on-demand variable data printing by leveraging pre-designed templates that enable text and image customization. Direct Mail Campaign Management Module Personalize one-to-one marketing communications with on-demand direct mail capabilities. CustomPoint s configurable feature set enables clients to provide their users maximum flexibility within strategic sourcing guidelines and brand standards. It is responsive to multiple business units within an organization including procurement, marketing and human resources. It supports their key initiatives such as reducing costs, enhancing revenues, and taking full advantage of digital 1:1 technologies. Production Capabilities Commercial Print Digital Print-On-Demand Direct Mail Template-Based Documents Custom Brochures & Collateral Materials Forms Business Cards & Stationery Kits Labels Pick-and-Pack Rollouts & Pushes 2

6 ALL MODULE FEATURES CUSTOMPOINT DELIVERS! RR Donnelley s End-to-End Print Management Solution Enhance the quality of customer communications, manage costs, streamline ordering processes, slash expensive obsolescence, and create targeted communications online and on time. PRINT ANYTHING, ANYTIME Desktop to Doorstep Convenience Improve operational efficiency. Order, track status, and receive reports seamlessly through the CustomPoint total print management portal. CustomPoint supports all print production needs: Preprinted materials Fulfilling items from inventory Pick-and-pack kitting Customized stationery Static digital print-on-demand Custom variable print Newsletters Marketing collateral Direct mail Point-of-Purchase display items Greeting cards Brochures Postcards Sell sheets Custom booklets Open enrollment communications ONE SOLUTION Three Fully Integrated Modules CustomPoint s three modules: Print Management and Fulfillment, Customized Documents, and Direct Mail Campaign Management, service all divisions in an organization from HR and Procurement to Corporate Marketing and Sales. PROVEN TECHNOLOGY Serving Customers Since the Early 90 s RR Donnelley is committed to investing in new CustomPoint capabilities quarterly. The value-added features are derived from the feedback of over 600 customers and tens of thousands of end-users. The solution is built on a scalable enterprise platform that can support a company s growing business needs. 3

7 ALL MODULE FEATURES MULTI-PLATFORM SUPPORT Web-Based Solution Supporting Mac and PC CustomPoint is accessible from the desktop through an Internet browser. No hardware or software licensing is required. CONFIGURABLE INTERFACE The Flexibility to Choose Features, Options, and Determine Site Branding CustomPoint s vast array of features and modules are easily enabled through powerful administrative tools, allowing a customer to pick and choose features or add new features according to business needs without costly development. The configurable user interface and homepage can be re-branded to support corporate standards. FLEXIBLE APPLICATION ACCESS Enable System Access with Ease CustomPoint s flexible authentication framework can support an organization s access requirements by offering: Self-registration Manual log-in via a web page Different single sign-on options from secure form post to SAML 2.0 support Punchout from e-commerce providers such as Oracle, SAP, Ariba, Peoplesoft, Perfect Commerce, Epicor/Clarus, and Lawson Flexible entry points can be configured to allow users immediate access to specific feature/functions within the application. For example, users can login and link directly to a specific category of items within a catalog to gain access to those items ordered most often. SECURE ENVIRONMENT Setting High Standards in Information Security CustomPoint offers a secure environment for sensitive transactions, and deploys the latest technology to ensure the site remains secure. CustomPoint utilizes Secure Socket Layer (SSL) technology to ensure the most sensitive transactions are secured and encrypted, and leverages a threefactor authentication model which grants access to only authorized users. Database encryption is used to protect critical data. RR Donnelley is SAS70-certified, and in 2006, CustomPoint achieved Level 3 PCI compliance certification. CONTENT ACCESS Support of Multiple User Privilege Levels and Roles Drive catalog content by user group or business unit. Control access to modules, features and administrative tools, messaging, reminders, and alerts. Roles can be limited to just placing and managing orders, or expanded to allow access to all capabilities. 4

8 ALL MODULE FEATURES CUSTOMPOINT TRAINING VIDEOS Prospective Customers are Now Able to Watch Video Recordings of the Entire CustomPoint Feature Set View innovative features in action for: Print Management & Fulfillment Customized Documents Direct Mail Campaign Management ALERTS AND REMINDERS Be Alerted or Reminded of Critical Production and Ordering Activity CustomPoint s Alerts and Reminders provide targeted user-based messages to alert regarding: low-stock and backorder inventory status, new campaign or data availability, enrollment deadlines, and routing and approval. Notices are displayed on a homepage and ed to a customer contact and/or an RR Donnelley sales representative. USER PROFILES Save Time, Money, and Effort While Improving Accuracy of Information Entered on Orders A Profile contains basic user information such as First Name, Last Name, , Phone, Photos and may also contain extended information about a user. User Profile information can be used to automatically populate variables on a Customized Document, or predetermine common shipping locations. ADMINISTRATIVE ACCESS Administrative Features that Provide a Customer with Control to Manage Their Own Site Administrators can reset or change passwords, update profile information (including name, address, phone number, etc.), and maintain a personal address book with frequent shipping locations. Optional global administration access provides the ability to add new users and assign them to user groups and catalogs, remove obsolete users, and add new or remove obsolete items from catalogs. MANAGE SITE IMAGES Manage Site Image Updates Powerful administration of site imagery provides control and timely updates of Catalog Thumbnails, Electronic Documents, End-User Documentation, and Help Guides. MULTI-LANGUAGE SUPPORT View the Interface in Multiple Languages CustomPoint can display select content, including site labels, alerts, reminders, and instructions, in the language appropriate for each business unit. Supported languages include English, French Canadian, Spanish, German, Italian, and Portuguese. 5

9 PRINT MANAGEMENT & FULFILLMENT MODULE REPEAT ORDER SCENARIOS WITH EASE No Need to Re-enter Hundreds or Thousands of Orders Create and save templates for complex, frequent orders for future use. Send the exact same order to all locations on a distribution list, repeat and modify recent orders, or send different quantities of the same order components to various locations on a distribution list all in one transaction. PLACE AND MANAGE ORDERS FLEXIBLE CATALOG INTERFACE Configurable to Suit Business Needs Categories and levels can easily be organized to suit a company s print needs. Powerful catalog search options allow searches by item number, description, and custom attributes providing quick ordering capability. CustomPoint s flexible catalog interface supports up to three different sized item images (small thumbnail, medium, and large images) to ensure the correct item is being ordered. Electronic viewable documents can also be accessed from the catalog, for a full representation of the ordered item. The catalog layout can be toggled between a catalog grid, listing up to 100 items per page, or a thumbnail image view that can support up to 21 items per catalog page. Advanced features include, but are not limited to: routing notifications, direct access to real-time inventory information (for authorized users), access to extended item descriptions, and visibility to pricing tiers. CONFIGURE UNIT OF MEASURE (UOM) BY ITEM Flexibility in How an Item is Packaged and Ordered CustomPoint can expose different units of measure for order entry. For example, one user group can only order a box, while another user group can select from a box or a pallet. 6

10 PRINT MANAGEMENT & FULFILLMENT MODULE NOTIFICATION OF BACKORDER STATUS DURING CHECKOUT Provides Up-to-Date Inventory Status to Plan Your Print Purchases Effectively PAYMENT OPTIONS Corporate Invoice or Users Pay Direct Cost can be incurred at corporate level, or be selffunded by end-users sales reps, agents, brokers, dealers and franchisees. Flexible payment options include EFT/ACH (Electronic Funds Transfer), EDI (Electronic Data Interchange) 820, Check, or P-Card (MasterCard, Visa, or American Express). CHOOSE SHIP OR DELIVERY DATES Conveniently Pre-Order Items or Specify When an Item Must Arrive at a Specific Location SHIPPING ADDRESS SELECTION Flexible Shipping Address Options Users can search for shipping addresses based on pre-loaded information or can enter a new address during the order checkout process. Newly entered addresses can be stored in a personal address book for reuse on subsequent orders. Several search options are available for locating a stored address which include: Zip Code, State, Country or even customerspecific criteria. Zip code validation logic automatically populates a valid zip code for any new shipping address or addition to the Personal Address Book. INVOICING OPTIONS Billing Options Designed to Document Transactions Clearly and Accurately, while Minimizing Time and Cost Associated with Posting Transactions to General and Departmental Ledgers Transactional Invoice Individual Paper Invoice Individual invoices are created for each shipment and are mailed directly to the customer. Summary Invoice The summary invoice option is designed for customers with a high volume of activity/shipments per month. The summary invoice consolidates activity for payment purposes and accumulates a number of transactions on one invoice, with one total amount payable. The customer determines the timeframe of summary invoice generation by selecting from a list of frequency options and also the sort sequence based on a list of available data fields. 7

11 PRINT MANAGEMENT & FULFILLMENT MODULE ROUTE ORDERS FOR APPROVAL Maintain Compliance Guidelines and Supervise Corporate Spending Configure order approval routing by item. Approval can be triggered by Item, User ID, Shipping Preference, Quantity, or Total Dollar Amount of Order. Prevent approval delays by establishing approval queues which support simultaneous routing to multiple approvers. Provide the approver(s) with rights to approve, deny, and edit order information. Approval status and history can be tracked in the Order Status module. Flexible delivery options for summary invoicing can provide either: Hard copy invoice Mailed to the customer the day after invoice generation via US Postal Service. Electronic copy or FTP to the customer the day after invoice generation in an Excel or Txt format. Electronic file delivery provides the greatest flexibility as it allows the file to be re-sorted upon receipt. EDI (Electronic Data Interchange) 810 transactions. ITEM ALLOCATIONS Provide End-Users with Pre-Set Ordering Limits Over a Period of Time Define item quantity allocations available for a user or group of users. Specify allocation timeframes and define rollover rules. KITTING KITTING CAPABILITIES Order Static, Customized, and Dynamic Kits Online to Support All of Your Kitting Needs CustomPoint supports RR Donnelley s kitting capabilities in several ways, depending on the requirements of the client s kitting program(s). The application can support end-user ordering of bill of material kits that are: Fully pre-kitted and ordered as finished good kits Partially pre-kitted with core components. Print-on-demand elements are collated on-the-fly Materials fully kitted on-the-fly 8

12 PRINT MANAGEMENT & FULFILLMENT MODULE STATIC AND CUSTOMIZED KITS Pre-Assemble and Stock, or Assemble On-the-Fly When kits can be assembled and then stored for future distribution, RR Donnelley will work with a client to determine the acceptable stocking level and the appropriate amount. The assembled Master item is placed into stock. When the Master item inventory reaches its minimum threshold, the kitting process is repeated. CustomPoint also supports kits with personalized or customized content, fully or partially kitted on-the-fly. Any print-on-demand, personalized or customizable components are added to inventoried product (including any pre-kitted materials if applicable) for remaining collation at order entry time. INVENTORY MANAGEMENT REAL-TIME INVENTORY MANAGEMENT Manage Total Print Spend Effectively, Avoid Costly Obsolescence, and Lower Distribution Costs Linked directly with RR Donnelley s extensive network of warehouses and distribution centers, CustomPoint provides an online view of quantities on hand by warehouse, reorder points, shipment trends, and usage to facilitate supply chain management. DYNAMIC KIT TEMPLATES Provides End-Users with Dynamic Kit-on-the-Fly Capabilities A predefined kit template can be created by a kitting administrator. This controls the number of items available in the kit, and places restrictions on quantity. The end-user has capabilities for customizing the kit and its contents within these predefined boundaries. 9

13 PRINT MANAGEMENT & FULFILLMENT MODULE MANAGE ITEMS STORE AND MAINTAIN ITEM SPECIFICATION INFORMATION Provides a Central Repository for All Item Specification Data Maintain detailed information that describes printed materials: Item type and classification Features Construction Associations (kit component information) Catalogs (that item is ordered from) Notes and reminders In addition, customer-specific data can be stored to help further describe items. Combine this information with inventory, job, and shipment history to provide a complete item view. ORDER STATUS REAL-TIME ORDER STATUS Check Status and Shipping Details Online for Any Order Placed Within the Last 24 Months The order status module allows users to locate orders with an advanced search feature that offers the ability to search by order number, invoice number, item number, date range, purchase order number, cost center, geographic location or status. Users can view the original order details and also obtain access to shipping information. CustomPoint is linked directly to the Internet-based tracking applications of a number of carriers. For example, it will show orders shipped via FedEx, UPS, or USPS by linking directly into the carrier s website to display details of the shipped order. This information includes: date shipped, current location, date delivered, signature of receipt, and so forth. CustomPoint maintains 24 months of historical order status information. 10

14 PRINT MANAGEMENT & FULFILLMENT MODULE Order Activity Orders Awaiting Approval Routed Orders by Reason Routing and Approval Statistics Shipment Summary Trend Usage Analysis - Item Level Trend Usage Analysis - Warehouse Level Value of Stock Remaining Robust report features provide the ability to add or remove columns, filter, sort, perform calculations, or format within the interface. Save reports in PDF, Excel or CSV file formats. In addition to standard reports, custom reporting can be developed and made available upon request. REPORTING COMPREHENSIVE REPORTING Tools to Help Track and Monitor Total Print Spend to Effectively Manage and Control Costs Over 90 standard reports are available online in CustomPoint including: Backordered Item Inventory Backordered Order Lines Combination Order Analysis Inventory Status - Item Level Inventory Status - Job Level Inventory Status - Warehouse Level Items Catalog by Item Number Items on Order Low Stock Report Low Stock Report (Considering Calculated Reorder Points) Low Stock Reports - Item Level Maintenance Open Production Orders INTEGRATION WITH DIGITAL ASSET MANAGEMENT STORAGE OF PRINT AND NON-PRINT ASSETS Powerful Storage Provides Users with Access to One Central File System Regardless of File Type SECURED ACCESS FOR INDIVIDUALS AND GROUPS Defined Access Privileges for Users in Each Workgroup RIGHTS MANAGED Helps Regulate Access to Assets 11

15 PRINT MANAGEMENT & FULFILLMENT MODULE FLEXIBLE SEARCH AND BROWSE INTERFACE With a Custom Browser Interface, Users Can Cut Through Complex Data Relationships with a Simple Point-and-Click Power users can search by any criteria to quickly locate the assets they need. INTERACTIVE CROPPING TOOL Helps Cut Batch Repurposing for the Web Down to Size CUSTOM ASSET MANAGEMENT REPORTING Track and Report on Asset and User History for Up-to-the-Minute Information ASSET UPLOAD TOOLS Upload Assets from the Desktop HOSTED BY RR DONNELLEY Enjoy 24-Hour Access from the Desktop without Purchasing Additional Hardware or Software POWERFUL FILE CONVERSION AND OUTPUT FILE DELIVERY FUNCTIONS Robust Tools Enable Repurposing Digital Files into Multiple Formats Before Download CUSTOM METADATA FIELDS Uniquely Tag Assets to Suit Business Needs THUMBNAIL PREVIEWS Provides an Online Preview of Each Asset to Help Identify and Manage Library Content 12

16 DIRECT MAIL CAMPAIGN MANAGEMENT MODULE LIST UPLOAD MULTIPLE LISTS, ONE ORDER Conveniently Market to a Wider Audience in a Single Transaction Increase sales efficiency by allowing users to combine lists from multiple sources saved lists from previous orders, lists stored on desktop, or lists exported from a Customer Relationship Management System. THE RIGHT MESSAGE AT THE RIGHT TIME Leverage Customized Documents and Digital Asset Management Features Create highly targeted campaigns that drive ROI by increasing the relevance of messaging and imagery. LIST MANAGEMENT THAT LEADS Upload a List or Access Corporate House Files and Prospect Lists MANUAL SUPPRESSION The Right Communication to the Right Audience Conveniently pick and choose the most relevant recipients for a mailing from an uploaded list, but maintain the original list for future use. LIST CLEANSING Save Money and Increase Deliverability Uploaded lists are CASS-Certified for address standardization and zip + 4 barcode accuracy. Duplicate records are removed to ensure users are only billed for deliverable pieces to unique recipients. 13

17 DIRECT MAIL CAMPAIGN MANAGEMENT MODULE SUPPORTS CUSTOMER HOUSE FILES AND PROSPECT LISTS PRE-LOAD A CUSTOMER, BUSINESS, OR CONSUMER LIST Push Powerful Data to the Salesforce Provide 24/7 access to a corporate house file, targeted campaign-specific lists, or prospect lists for use on Direct Mail Campaigns. Decrease marketing and administration overhead. ASSIGN PROSPECTS Increase the Value of Prospect Data Prevent cannibalizing prospects by assigning records to individual agents or reps for their use only. Or, set record lock-out rules to allow use of data on a firstcome, first-serve basis for 30, 60, or 90 days. QUERY INTERFACE Select a Target Audience CustomPoint s user-friendly interface allows your salesforce to select the right audience for their mailing based on financial, demographic, and geographic criteria. Or segment a list, allowing sales reps to easily filter the list by target market. SUPPRESSION Maintain Market Relevance, Maximize Marketing Dollars Purge lists against existing customer files, do not call lists, etc. to filter out irrelevant recipients. Send the right message at the right time to the right audience. RR DONNELLEY DATABASE MARKETING Enhancing List Management Capabilities RR Donnelley s team of experienced direct mail professionals can assist you in mining and procuring a targeted list for a specific campaign or event. We can help you consolidate and segment your house data which can then be made available to a company s entire distributed network of sales reps, agents, and franchisees through CustomPoint. 14

18 DIRECT MAIL CAMPAIGN MANAGEMENT MODULE CAMPAIGN MANAGEMENT THAT MOTIVATES CONFIGURABLE CAMPAIGN SETUP Enable Sales and Marketing Personnel with Instant Direct Marketing Functionality Incorporate marketing expertise into each campaign by bundling the right mail pieces in the most effective sequence, with the right targeted list to drive response in an Automated Customer Retention or Acquisition Program. A distributed sales representative can become a marketing expert with a few easy clicks. MARKETING AUTOMATION Enroll and Forget while CustomPoint Executes Market while asleep by ordering a Multi-touch or Subscription program which triggers a series of communications to a mail list. Assists sales with lead generation, increasing customer traffic, customer maintenance & follow-up, targeting high value customers for upsell, rewarding customer loyalty, or create fundraising programs for non-profit groups. CAMPAIGNS ON-DEMAND Convenient, Branded Marketing Provides the flexibility and convenience to order a direct mailing anytime with the list of a user s choice. MULTI-TOUCH/MULTI-CHANNEL CAMPAIGNS Raise Awareness, Change Behavior Increase response with each touch to customers and prospects. Enable multi-channel effectiveness by reinforcing printed messaging with . CustomPoint conveniently executes. SUBSCRIPTION CAMPAIGNS Manage Customer Lifecycle Events Subscribe to a series of Customer Retention mailings and let CustomPoint help maintain loyalty and provide upsell and cross-sell opportunities. 15

19 DIRECT MAIL CAMPAIGN MANAGEMENT MODULE MULTI-LEVEL REPORTING Track Campaign Participation Get a snapshot of order activity and expense estimates for each level in an organization. Export the data for presentation and sales comparisions. BULK CUSTOMIZATION Enter Once, Customize Many Customize multiple documents in a complex campaign through one order form, then easily navigate through proofs via CustomPoint s Proofing Dashboard. PURLs (PERSONALIZED URLs) Track Campaign Effectiveness Adding a Personalized URL to a mailpiece allows tracking of campaign reponse as recipients visit a personalized microsite. Microsites can be used to gather or update customer data, provide upsell/crosssell opportunities, collect survey responses, obtain referrals, and prove marketing results. ONLINE PROSPECTING Lead Generation On-Demand CustomPoint s lead prospecting tool provides realtime access to a national database of consumer and business data which can be filtered by geographic, financial, and demographic criteria. Purchase recipient lists on-demand for Direct Mail Campaigns without leaving CustomPoint. 16

20 CUSTOMIZED DOCUMENTS MODULE ROBUST, USER-FRIENDLY CUSTOMIZATION INTERFACE Create Customizable Documents Online Using Rules-Based Templates Drag and Drop interface for images provides easy graphical selection Roller Blinds expand and collapse variable groups to roll-up screen for less scrolling Remaining character counter for text entry Ability to omit non-variable document pages from proofing process Force uniqueness on like variables Use customer-supplied data for variable selection Calendar pop-up for date selection Save customization as work in progress Upload logos & PDFs from desktop Spellcheck capabilities Word-like text editor capabilities PERSONALIZED STATIONERY Provide End-Users the Ability to Personalize and Order Stationery On-Demand while Maintaining Corporate Brand and Guidelines Personalize business cards, letterhead, envelopes, and memo pads. Virtually any stationery item can be personalized to support a corporate offering. Include invitations or note cards for special events or to maintain client relations. Expedite the ordering process by using stored profile data to default name, address, and phone numbers. Include a photo to add a personal touch to business cards. Translate documents into various languages to support a global organization. ORDER FROM HISTORY Save Keystrokes by Recalling Customization Used in a Previous Order 17

21 CUSTOMIZED DOCUMENTS MODULE ROUTING AND APPROVAL WORKFLOW Integration with Order Routing Workflow Provides Approvers the Ability to Approve, Deny, or Edit Customization Choices TEMPLATE ASSET MANAGEMENT Integration with Digital Asset Management for Powerful Storage and Selection of Print-Related Assets SHORT-RUN DIRECT MAIL Direct Mail to Recipients or Bulk-Ship to One Location Integration with robust list management capabilities Upload lists at order time or select preloaded house lists or prospect data CASS-Certification of data to save money and increase deliverability Intelligent auto-mapping of uploaded data provides fast completion of document variability ELECTRONIC FILE DELIVERY Not Just For Print Flexible Output Options to Provide Electronic File Delivery of Customized Documents FULL-COLOR PRINT OR BLACK IMPRINT ON PREPRINTED SHELLS Flexibility to Provide the Right Print Options Use full-color print to reduce inventory, or imprint on shells to achieve even more savings. CUSTOMIZED BOOKLETS Generate Flexible Page-Count Documents in Real-Time with Variable Information Combine variable and static content within the same book Upload and include multi-page PDF or Word documents Generate a dynamic table of contents Generate dynamic provider directories based on geo-code Apply continuous page numbers, footnotes, and header information to select document pages Use one or more stocks to design a book Interface with a corporate database for variability Select from specific add-on items to be collated with a custom booklet, as well as optional companion items. 18

22 IMPLEMENTATION & TECHNICAL SUPPORT Level 2 support is staffed during business days, 7:00 AM 7:00 PM CST. It provides more subject matter expertise than Level 1, and can assist in more advanced problem resolution or site assistance. Level 2 support includes assisting with advanced functions, such as user or catalog administration, item setup, site navigation, site setup, and other more advanced topics. Level 2 has a direct escalation path to Level 3 technical support. Level 3 support is available 7:00 AM 5:00 PM CST, during business days. This team encompasses the technical subject matter expertise for CustomPoint, and has the ability to answer/resolve any question or issue. CUSTOMER SERVICE MODEL Access to Technical Experts from Around the World, Leveraging the RR Donnelley Knowledge Base Day-to-day operational support will be assigned to a Customer Service Representative who will interface with customers to handle the routine service questions that may arise. This CSR will be supported by the appropriate representative at each manufacturing facility to answer order and production questions. Strategic support is provided by an Account Manager and Regional Sales Manager. These individuals will be responsible for implementation and ongoing account management, as well as being a primary point of escalation when needed. Technology Support is provided through a combination of internal and external resources. RR Donnelley provides a 24x7 HelpDesk to address Customer Service issues. This HelpDesk represents front-line, Level 1, support. The HelpDesk can assist with user issues ranging from login/password issues, to general questions regarding CustomPoint. Level 1 has a direct escalation path to Level 2 support and/or Level 3 support. ISO-CERTIFIED IMPLEMENTATION PROCESS The Key to a Successful Implementation is Establishing an Accurate Plan That Translates Business Requirements Into an Actionable Project RR Donnelley has an established team of dedicated, project management professionals whose sole function is to implement print management programs. While every implementation is customized to meet the specific needs of an account, the Customer Integration Team follows a well-proven, standardized process to ensure that all aspects of the conversion are defined and detailed. 19

23 IMPLEMENTATION & TECHNICAL SUPPORT A quick summary of the implementation process includes: Project Initiation Understanding the project s objectives, deliverables and measurements. Project Requirements Gathering detailed requirements; identifying gaps, risks and assumptions. Project Solution Proposals Developing solution options to meet customer requirements. Project Planning Translating project objectives into manageable tasks and assigning resources and target dates to each task. Project Statement of Work Developing the SOW to capture all elements of project deliverables. Project Management Controlling project activity, communicating progress, resolving issues and managing project deliverables. Project Closeout Confirming that all project objectives were achieved and that all operational requirements have been met. Project Transition Managing the handoff from implementation to ongoing program management and maintenance. Project Audit Reviewing ongoing customer needs and initial operational procedures to ensure that the program guidelines are adequate to support ongoing needs. RR Donnelley eases the burden on the customer by assigning the people and using the right systems to implement a program quickly and accurately, enabling customers to enjoy the benefits faster. 20