Member Communication On a Budget Symitar South West Users Group June 4, 2009
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Transcript of Member Communication On a Budget Symitar South West Users Group June 4, 2009
Member Communication On a Budget
Symitar South West Users Group
June 4, 2009
•Quantity •Postage•Materials•Process
Cost Saving Opportunities
Review:• Duplicate files• Merging and combining• Is the document needed
Quantity
Bigger Issue Than You Might Think
Recent 90 day period:• 2 out of 3 XDI Clients• Over 400 duplicate files
Quantity: Duplicate Files
In-house • Develop controls
Outsourced• Develop controls• Ask vendor
Quantity: Duplicate Files
Any given day, 1 in 5 Members who are mailed notices, receive multiple notices.
Quantity: Merging & Combining
Merge:• Multiple notices into one
document• Better for Credit Union and
Member
Combine:• Multiple documents into the
same envelope
Quantity: Merging & Combining
• Regulatory requirement• Member service• Selectively create documents
Quantity: Document Needed?
Send if:• Fee• Amount > $X.xx• Specific transaction type
Quantity: Selectively Create Docs
Consider how to reduce mailpiece:
• Weight• Postage rate
Consider how to improve address:
• Quality• Hygiene
Postage
• Merge multiple notices into one document
• Reduce sheet count – duplex print
• Weight and number of inserts (stuffers)
• Better utilize cost
Postage: Weight
First-Class postage is purchased in one-ounce increments.
USPS scales weigh in increments of 1,000th of an ounce.
A mailpiece weighing 1.001 ounces is charged at the 2 ounce rate.
Postage: Get What You Pay For
Get the best rate – how?• Outsource – not all equal• If in-house – use Presort Bureau
• Negotiate• Ask what you can do for a
better postage rate
Postage: Rate
What’s a good postage rate?• Volume• Your Member make-up• How processed• Outsourcers vary• Consider the fees
Postage: Rate
Members move . . . job is never done
• Make it easy for Members to notify you
• Multi-channel • Use USPS notifications
Postage: Address Quality & Hygiene
Use USPS notifications• Suppress sending mail until
new address is confirmed• Send address change
confirmations
Postage: Address Quality & Hygiene
Best Practice• Mail the confirmation to old and
new addresses
Important – do NOT include new address with notification to old address!
Postage: Address Change Confirmation
•Forms/paper•Envelopes•Disclosures & Reconciliation
Materials
• Consider plain paper• Duplex print• Check your Batch setting – put
more data on a page• Lines per inch• Lines per page• Abbreviate headings after 1st
page• Create statements from DOF
Materials: Forms/Paper
Concatenate transactionsWithout concatenation
With concatenation
Materials: Forms/Paper
Costs are considerable• $0.035 to $0.08 per statement• Additional postage – hundreds
even thousands of dollars
Materials: Disclosure & Reconciliation
How are disclosures & reconciliation included:
• Preprints• Inserts (stuffer)• Laser Print (partial or full page)• Combination
Materials: Disclosure & Reconciliation
Consider what is included:• Minimize disclosures• Reconciliation?
• Selectively provide with statement
• External of statement
Materials: Disclosure & Reconciliation
•Outsource it•Re-engineer it•“e ” it
Process
•Better postage rates•Fewer mailpieces•Improved documents•Faster & more efficient
Process: Outsource
How to evaluate partner:• Consider TOTAL cost
• Important to include postage & materials
• Setup costs• Change costs
• Value-added
Process: Outsource
What can you do:• Don’t pay full rate for postage• Merge & combine documents• Suppress when possible
Process: Re-engineer
DifferenceseStatements:• Expected• Informational
eNotices:• Unexpected• Sometimes actionable
Process: eDocuments
Consider how you will:• Compose eDocuments• Notify Member of eDocument to
view• eMail• SMS (Text Message)
• Convey important/actionable eDocument to Member
Process: eDocuments
Important/actionable documents Consider how you will:
• Know if not viewed• Follow-up if needed
Process: eDocuments
eMail Address Hygiene:• Important factor in successful
Member relationship• Capture new eMail address at
time of Member login• Send USPS mail• Un-enroll
Process: eDocuments
Thank You!