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35
magazine
COVER STORY
customer communications management
software and business process
optimisation.
With its heritage in mailing
technology, Neopost’s solutions are
designed to fully integrate digital
and printed communications. This
is important not just because many
processes either start or end with a
customer interaction, which might be
paper-based or digital, but also because
it allows customers to make a phased
transition to paperless working.
This could be to meet their business
needs (cost reduction, improved
compliance, faster decision-making
etc.) or, in many cases, to satisfy the
growing demand from customers for
greater personalisation and a choice of
communication channels:
n
65% of organisations surveyed
by AIIM report growing demand for
paperless communications;
n
80% of consumers surveyed by Verint
said they expect to receive personalised
customer service; and
n
92% of customers questioned
by Yonder Group agreed with the
statement ‘I tend to stay more loyal and
increase my business with companies
that resolve my queries and enquiries
quickly and effectively however I get in
touch with them‘.
Phase your transition to digital
Businesses tend to adopt a phased
approach to digitisation. This is
especially true of small and medium-
sized ones that often don’t have the
resources, expertise or confidence
to make the transition to paperless
working in one go. More importantly,
customers and suppliers won’t suddenly
stop sending or requesting hard copy
documents and a business should be
able to accommodate their preferences.
The requirement to manage
electronic and printed documents
simultaneously poses a number of
challenges: which channel should
you use to contact customers?; how
do you prevent duplication?; how do
you maintain a consistent corporate
identity?; how do you offer the same
level of personalisation
across different
channels?; how do
you create a unified
view of all customer
communications, printed and
digital?.
“These are important questions,”
explains Phil Hutchison. “But for
Neopost, they are not particularly
new. For example, our OMS output
management software originally
developed to automate the production
of physical mailings enables customers
to create templates for corporate
documents, to personalise the
content of mailings and letters and to
create an online archive of customer
communications. These solutions have
now evolved to include document
distribution via print, mobile, email
and web, with unified archives of
communications across all channels
and the ability to create dynamic
designs that adjust automatically to
the receiving device, be it a tablet,
smartphone or computer.”
Multi business
Neopost customers are using these tools
to create and distribute the full array
of customer communications, from
marketing messages to transactional
mail, such as bills and statements.
Many are also taking advantage
of specific departmental solutions
offered by Neopost to streamline a
particular process or activity. One of the
most popular of these is e-invoicing,
which more and more organisations
are adopting to save money on paper
and postage, speed up payment and
eliminate errors associated with manual
invoice processing.
AIIM’s annual survey of paper use in
the workplace,
Paper-Free in 2016, Are
we there yet?
, shows that after Human
Resources, the two functions most likely
to have seen a reduction in paper use are
Accounts Payable (41%) and Accounts
Receivable (39%).
Neopost’s cloud-based offering
integrates with existing accounts
packages and payment systems and
supports file formats
used by third party
EDI e-invoicing
providers. Sitting
between suppliers and
buyers, it automatically
manages the seamless flow
of information between disparate
invoicing and payment systems, with
no need for customers to make any
configuration or system changes.
Like other Neopost solutions,
Neopost’s e-invoicing solution has
the flexibility to meet all customer
requirements. Invoices can be distributed
by mail, EDI, fax, XML feeds and
email. After three failed email delivery
attempts, invoices will automatically be
printed and sent through the mail.
Optimise your business processes
With its proven expertise in electronic
document management and business
process optimisation, Neopost company
Data Capture Solutions (DCS) can help
businesses digitise and streamline any
workflow.
From the digital mailroom (for
scanning inbound paper documents
and distributing them electronically)
to accounts payable (for scanning hard
copy invoices and automatically entering
key details into an accounts/payment
system), its consultants can provide
tailored solutions to any document
workflow.
Your guide to integrated
communications
To help businesses on their digitisation
journey, Neopost has produced a new
guide in association with
Business Info
magazine.
The Neopost Guide to Integrated
Customer Communications
provides
an overview of the challenges and
opportunities presented by digitisation
and explains in more detail how Neopost
solutions can help businesses improve
their customer communications whilst
continuing to meet the preferences of
their customers.
To download your free copy and
arrange a free consultation , please visit
Neopost’s
cloud-based
offering
integrates
with existing
accounts
packages
and payment
systems and
supports file
formats used
by third party
EDI e-invoicing
providers
£
