Business Process Outsourcing Customer Communication Management

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1 Business Process Outsourcing Customer Communication Management A Flexible, Cost-Efficient, Hosted Solution to Effectively Manage Your Customer Communications

2 Business Process Outsourcing Customer Communication Management Rely on the experts, and save time, costs and resources, with Customer Communication Management Business Process Outsourcing Today, more than ever, companies are seeking ways to reduce costs, improve operational efficiency and enhance customer service. At times, companies need outside support to turn today s realities into tomorrow s golden opportunities. Pitney Bowes Business Insight s Business Process Outsourcing (BPO) services provide a flexible and cost-efficient alternative to managing customer communications in-house. Pitney Bowes Business Insight offers businesses a comprehensive, end-to-end Customer Communication Management (CCM) solution from data acquisition, document creation and archival/retrieval, to output management, e-delivery and customer care. Our BPO solution provides leading-edge hardware, software and 24/7 customer support hosted in a world-class data center. Now, companies can rely on a single provider, Pitney Bowes Business Insight, to manage their complete CCM process in either an outsourced model or in a mixed model with a combination of on-premise and outsourced solutions. Pitney Bowes Business Insight s expertise in serving the document lifecycle needs of both large and small enterprises, combined with our highly acclaimed technology and facilities, makes us uniquely qualified to help companies: Reduce risk Speed time to market Optimize performance and scalability Increase security Lower costs Ensure disaster recovery With Pitney Bowes Business Insight as a partner, companies save time, money and resources while increasing business revenue and building customer satisfaction.

3 Outsourced CCM Services Make All the Difference Pitney Bowes Business Insight s outsourced CCM services provide businesses with the ability to manage their end-toend customer communication process in our data center. This hosted solution allows companies to design, produce and deliver personalized communications in print and electronic formats. Pitney Bowes Business Insight s online solutions support data archival and retrieval, Electronic Statement Presentment (ESP), Electronic Bill Presentment and Payment (EBPP) and Call Center applications across a wide variety of industries. CCM solutions include: Data access, data quality and address management Manage clean customer data and addresses. Document composition Create high-impact, personalized customer communications for multichannel delivery. Secure, high-performance vault Centrally archive millions of documents, in original native print, to help meet legal requirements and provide instant online access. Online presentment, payment and e-delivery Get immediate online access to customer statements and bills with online payment capabilities, and manage inbound and outbound and short message service (SMS) messages. Call center integration Easily integrate with call centers to provide optimal, efficient service. Additional CCM services Enhance other critical communication processes using Pitney Bowes Business Insight s additional technologies, such as predictive analytics and location intelligence. These example documents and other documents shown throughout are completely fictitious and are intended for illustrative purposes only. GRN (Energy, Bank, etc.), the individual names and account information contained in these examples have been made up by Pitney Bowes Business Insight. Any resemblance to real companies, people or accounts is strictly a coincidence.

4 Low Cost, Maximum Return For companies eager to embark on new revenue opportunities, BPO is an ideal option. BPO provides the infrastructure and software required by customers, and allows companies to provide customer offerings without any up-front costs. Pitney Bowes Business Insight s BPO enables organizations to enjoy stronger, faster services at a significantly lower cost than a traditional software purchase. Our transactional pricing model makes it easy to provide customers with value added benefits, such as: and SMS notification Electronic statement presentation and payment Virtual return mail National Change of Address (NCOA) processing Flexible Services Make the Complex Manageable Pitney Bowes Business Insight s full outsourcing option manages and hosts the complete CCM process in our secure data center. Optionally, enterprises can license our premier software to support in-house implementation, and then tap into our BPO for other applications. This provides an easy path for moving applications in-house in the future. For example, companies can retain and control their own document design and content management processes, while Pitney Bowes Business Insight manages the archiving, self-service and customer care in our hosted environment. Services are simply paid for as they are used. Advanced track and trace using Intelligent Mail Barcoding Variable Data Print (VDP) In addition to these benefits, BPO empowers companies by: Reducing start-up risks and shortening time to market for new applications Enabling full service accountability Streamlining maintenance and labor costs Synchronizing print and electronic bills Eliminating duplicate efforts and decreasing error costs Offering unsurpassed security, protection and control of private data Ensuring scalability and performance Providing full disaster recovery Affording an easy upgrade path with minimal impact to customers moving an outsourced solution in-house When Licensed Software is Not the Best Answer, BPO is a Cost-Effective Alternative All of the power of the CCM Suite with flexibility of a hosted model. All systems fully redundant, reliable, secure and monitored 24/7. Complete solution includes analysis, support, design development and testing. Pitney Bowes Business Insight hosted applications : > Data Flow, Spectrum including Universal Address Management (UAM) and Geocoding and Envinsa > DOC1 /Content Author and iproof > e2 Vault/Web view and EBPP Success Story National Grid, one of the world s largest utility companies, wanted to reduce call center costs and centrally manage customer information with an integrated archive, print and electronic CCM solution. National Grid uses Pitney Bowes Business Insight s e2 Suite to serve 3.3 million customers in New York and New England, centrally storing 10 million documents every month. Both customers and call center Customer Service Representatives (CSRs) gained immediate access to gas and electric service invoices, improving customer service and reducing costs. The online solution, which was deployed in just weeks, is hosted in Pitney Bowes Business Insight s data center, further ensuring that all data and documents are secure and monitored 24/7.

5 State-of-the-Art Data Center, Proven Operations and Technology Pitney Bowes Business Insight s BPO solution is hosted in our state-of-the-art data centers, utilizing innovative CCM software technology, and supported by experienced operations staff. Security Auditing Certifications All of the Pitney Bowes Business Insight OnDemand BPO applications are Sarbanes-Oxley (SOX), Payment Card Industry (PCI) Service Provider Level 1 and American Institute of Certified Public Accounts (AICPA) Statement on Auditing Standards No. 70 (SAS 70) compliant. Security Pitney Bowes Business Insight s OnDemand co-location facilities are fully secure and open for business 24x7x365. Physical access is restricted to key personnel, and each facility is equipped with an alarm system that connects to multiple other Pitney Bowes facilities. Electronic access to each colocation facility is limited by state-of-the-art firewalls; there are no wireless access points within the co-location facility. All protection is validated regularly to insure that both physical and network security is maintained at the highest levels. Service Level Agreements 99.5% System Uptime The OnDemand co-location facilities are outfitted with redundant capacity components, dual-powered equipment and multiple uplinks, and are all fully fault-tolerant. As part of the OnDemand service level agreement, temperature and humidity are controlled with state-of-the-art heating, ventilation and air conditioning (HVAC) systems, while full facility electrical redundancy is provided by diesel generators. Finally, an industry-specific fire-suppression system is in place.

6 Monitoring/Support Pitney Bowes Business Insight s OnDemand hosting provides application level monitoring using Tivoli, SiteScope and Keynote software. This monitoring ensures not only that a company s server is up and running, but that their applications are responding correctly. Standard performance reports include daily, monthly and quarterly activity logs detailing customer usage, enrollment and payments, as well as billing, service issues, change orders and incident reports. With Pitney Bowes Business Insight service, companies can rest assured knowing that their application is monitored continuously, 24x7x365. Disaster Recovery Pitney Bowes Business Insight s OnDemand solution utilizes geo-redundant co-location sites with a dedicated disaster recovery facility in Atlanta, GA. All sensitive customer data is encrypted and backed-up to tape nightly. These back-ups are then stored in an Iron Mountain offsite facility for additional security. Optional computer output to laser disk (COLD) and mirrored data back-ups are also available at an additional cost. Secure Billing and Payment Processing The Pitney Bowes Business Insight s BPO offering processes thousands of payment transactions daily. In order to insure that each transaction is properly handled, several levels of checks are performed regularly throughout the day. Our Pitney Bowes Business Insight team: Verifies receipt of all files Checks for duplicate file runs s notices to enrolled users Processes automated clearing house (ACH) and credit card transactions for payment With our EBPP offering, customers and call center CSRs have access to view statements and the ability to make payments online. Companies can rely on accurate data, prompt notifications and error-free payments to help ensure that customers continue to use their company s Web site, thereby driving down customer service costs.

7 Success Story A leading marketing service bureau had a business-to-business (B2B) merchant credit card processing and settlement service provider client that generated approximately 135,000 invoices per month. The proofing and electronic archiving of these files was a cumbersome, multi-step process that required the involvement of staff in several different facilities spread across the central United States. The company was looking for a more cost-effective and efficient alternative. Pitney Bowes Business Insight provided a proofing and EBPP solution that was easily integrated into its existing composition solution. It gained the ability to remotely proof and approve print jobs and manage a significantly less labor intensive EBPP solution. Unmatched Expertise and Service The depth and breadth of Pitney Bowes Business Insight s expertise speaks for itself. We have gained extensive knowledge and experience by providing outsourced solutions across many industries. Pitney Bowes Business Insight has produced millions of different document types for hundreds of customers. And, we ve deployed a wide range of business applications, helping customers increase revenue and build customer relationships. The Pitney Bowes Business Insight Professional Services team works closely with companies to design, test and implement CCM solutions, and provide non-stop technical support. Our in-house professionals are an integral part of the overall solution. A successful solution starts in pre-production where Pitney Bowes Business Insight designs, develops, installs and tests a company s solution to ensure it is correct. Once in production, we monitor the solution 24/7. As our support continues, we maintain a thorough, documented issue and change order tracking, analysis, resolution and quality assurance process. We also conduct weekly status reviews with the company s team. Outsourced CCM Business Solutions As a leading service bureau, whether providing specialized services for insurance and healthcare, or supporting financial services, utilities or telecommunication companies, Pitney Bowes Business Insight has the solution. Here is an example of how we support these various industries today: Insurance and Healthcare. Policies, correspondence, Explanation of Benefits (EOBs), enrollment kits, bills, correspondence and other documents. Applications include policy administration, claims processing, e-billing, customer service and regulatory applications. Financial Services. Statements, welcome kits, bills, correspondence, reports, wealth management and other documents. Applications include credit card, online banking, e-billing, wealth management, fraud reporting and customer service. Utilities and Telecommunications. Bills, notices, correspondence, reports and direct mail. Applications include archival and retrieval, converged billing, order management, trouble ticketing, rate plan analysis, e-billing and customer care. To learn more about our Business Process Outsourcing Customer Communication Management Solutions and how we can help you succeed, visit us at or call today.

8 UNITED STATES One Global View Troy, NY main: CANADA 26 Wellington Street East Suite 500 Toronto, Ontario M5E 1S DATA EUROPE/UNITED KINGDOM Minton Place, Victoria Street Windsor, Berkshire SL4 1EG United Kingdon ASIA PACIFIC/AUSTRALIA Level 7, 1 Elizabeth Plaza North Sydney NSW 2060 Australia pbbi.australia@pb.com pbbi.singapore@pb.com pbbi.china@pb.com Pitney Bowes Business Insight is a division of Pitney Bowes Software Inc., which is a wholly-owned subsidiary of Pitney Bowes Inc. Pitney Bowes, the Corporate logo, Data Flow, DOC1, e2, Envinsa, and Spectrum are trademarks of Pitney Bowes Inc. or a subsidiary. Intelligent Mail is a registered trademark of the United States Postal Service. All other trademarks are the property of the respective owners AM Pitney Bowes Software, Inc. All rights reserved.