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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. Cost Saving Opportunities. Quantity Postage Materials Process. Quantity. Review: Duplicate files Merging and combining Is the document needed. Quantity: Duplicate Files. Bigger Issue Than You Might Think

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Member Communication On a Budget Symitar South West Users Group June 4, 2009

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  1. Member Communication On a Budget Symitar South West Users Group June 4, 2009

  2. Cost Saving Opportunities • Quantity • Postage • Materials • Process

  3. Quantity • Review: • Duplicate files • Merging and combining • Is the document needed

  4. Quantity: Duplicate Files • Bigger Issue Than You Might Think • Recent 90 day period: • 2 out of 3 XDI Clients • Over 400 duplicate files

  5. Quantity: Duplicate Files • In-house • Develop controls • Outsourced • Develop controls • Ask vendor

  6. Quantity: Merging & Combining Any given day, 1 in 5 Members who are mailed notices, receive multiple notices.

  7. Quantity: Merging & Combining • Merge: • Multiple notices into one document • Better for Credit Union and Member • Combine: • Multiple documents into the same envelope

  8. Quantity: Document Needed? • Regulatory requirement • Member service • Selectively create documents

  9. Quantity: Selectively Create Docs • Send if: • Fee • Amount > $X.xx • Specific transaction type

  10. Postage • Consider how to reduce mailpiece: • Weight • Postage rate • Consider how to improve address: • Quality • Hygiene

  11. Postage: Weight • Merge multiple notices into one document • Reduce sheet count – duplex print • Weight and number of inserts (stuffers) • Better utilize cost

  12. Postage: Get What You Pay For 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.

  13. Postage: Rate • 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

  14. Postage: Rate • What’s a good postage rate? • Volume • Your Member make-up • How processed • Outsourcers vary • Consider the fees

  15. Postage: Address Quality & Hygiene • Members move . . . job is never done • Make it easy for Members to notify you • Multi-channel • Use USPS notifications

  16. Postage: Address Quality & Hygiene • Use USPS notifications • Suppress sending mail until new address is confirmed • Send address change confirmations

  17. Postage: Address Change Confirmation • Best Practice • Mail the confirmation to old and new addresses • Important – do NOT include new address with notification to old address!

  18. Materials • Forms/paper • Envelopes • Disclosures & Reconciliation

  19. Materials: Forms/Paper • 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

  20. Materials: Forms/Paper Concatenate transactions Without concatenation With concatenation

  21. Materials: Disclosure & Reconciliation • Costs are considerable • $0.035 to $0.08 per statement • Additional postage – hundreds even thousands of dollars

  22. Materials: Disclosure & Reconciliation • How are disclosures & reconciliation included: • Preprints • Inserts (stuffer) • Laser Print (partial or fullpage) • Combination

  23. Materials: Disclosure & Reconciliation • Consider what is included: • Minimize disclosures • Reconciliation? • Selectively provide with statement • External of statement

  24. Process • Outsource it • Re-engineer it • “e ” it

  25. Process: Outsource • Better postage rates • Fewer mailpieces • Improved documents • Faster & more efficient

  26. Process: Outsource • How to evaluate partner: • Consider TOTAL cost • Important to include postage & materials • Setup costs • Change costs • Value-added

  27. Process: Re-engineer • What can you do: • Don’t pay full rate for postage • Merge & combine documents • Suppress when possible

  28. Process: eDocuments • Differences • eStatements: • Expected • Informational • eNotices: • Unexpected • Sometimes actionable

  29. Process: eDocuments • Consider how you will: • Compose eDocuments • Notify Member of eDocument to view • eMail • SMS (Text Message) • Convey important/actionable eDocument to Member

  30. Process: eDocuments • Important/actionable documents Consider how you will: • Know if not viewed • Follow-up if needed

  31. 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

  32. Thank You!

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