Today’s customer is more connected to the digital world than ever before, from phones to laptops to smart TVs. This landscape may seem like a paradise for businesses who want to transition their customers over to e-billing, but the switch can be more difficult than initially expected. We’ve compiled a list of the most common excuses not to switch over to e-billing and, more importantly, the arguments against these excuses.
- “I like to receive a physical copy to keep for my records.”
While physical copies and drawers full of files may have been the only way to keep a history of bills and invoices in the past, it is certainly not the only option presently. OSG Digital Solutions gives your customers the ability to view both current and past bills and invoices in PDF format. A full billing history is a click of the mouse away!
- “I’m used to the way I receive bills now and changing to a new way seems difficult.”
Switching customers over to a new billing process can seem like a painful process, but it doesn’t have to be. Customers often lack an incentive to switch over to e-billing. By providing a motivation to switch – like a discount or a sweepstakes – you give your customers the push they need.
- “I’m worried I will miss a payment if I don’t receive a bill in the mail.”
Fearing a missed payment and the subsequent consequences is one of the biggest deterrents customers have when considering e-billing. Luckily, numerous resources exist to ensure that every payment is made on time. Through OSG eBill, customers receive email notifications as soon as the bill is ready. Additionally, customers can set up automatic and scheduled payments, ensuring ease of mind for every billing cycle.
- “Receiving bills and invoices over the internet doesn’t seem secure.”
The safety and security of customer data is of the highest importance, especially in today’s climate of data hacks and breaches. Remaining compliant with all standards and utilizing firewalls and safety measures ensures customer data is continuously safeguarded.
- “Switching to e-billing doesn’t seem like it will make my life any better. Why bother?”
Customers are constantly looking for products and services to make their lives easier and e-billing is not any different. According to Forbes, “Electronic communications must do more than simply digitize checks. They must have simple onboarding, be easy to use and be interactive.” Although many of the benefits of e-billing may seem intuitive, for some customers it will come down to showcasing how their lives will benefit directly from the switch.
Change can be hard for some customers, but understanding exactly what is making them hesitant means you can relieve their worries and help them make the switch! Contact us to start the process.
We’ve previously covered the marketing potential of the transactional document. With enhancements like dynamic messaging, it’s possible to transform a bill or invoice into a more personalized vehicle to send to the customer.
But the transpromotional possibilities of the transactional document now extend beyond the document itself. It is, in fact, essential to think beyond bills and invoices, to leverage data and employ other optimized channels that reach customers in new, additionally engaging ways.
What does that mean in practice? Imagine a Go Green message on a paper bill, incentivizing a print customer to switch to an electronic solution. That printed message can be modified and then delivered to through a customer contact center phone call, a text message, a social media ad, or an email campaign. By extending the “life” of the message, we can reach customers at the right time in their preferred channel.
The idea is to weave robust technology with powerful transpromotional marketing messages, to merge customers’ viewing preferences with your marketing initiatives, and to extend the life of your marketing plan across channels. The bill is just the beginning.
Contact us for more information on leveraging the power of your data and transactional documents.
When you’re trying to reach customers with an important message, time is of the essence. A self-service program that simplifies the process is key to streamlining communication. OSG Letter Composer is just that.
Using an online composition tool, you can customize and edit customer letters, regulatory notices, collection letters, and other personalized communications. Because you’re in control and driving the process, you don’t have to wait for approvals. Upload the content into the program yourself and go from there.
While content is king, design is crucial to effective communication. Letter Composer allows you upload your logo and other branding elements to create consistency in messaging, the thing for which every company should be striving. Anyone in your office can use the program, and it will make your company’s brand and messaging look more composed.
Make the letter creation process easier, and deliver customer communications more effectively. Contact us for more information.
The term “data-driven” is becoming increasingly ubiquitous across industries, and with good reason. All marketing should be data-driven. Creating targeted messages that reflect and anticipate the needs of your customers is crucial. As we’ve said before, when contact is frequent, as it is with invoicing, the messages must be timely and relevant.
A newer customer may simply have different needs than one who has been with you for seven years. Someone already using one of your products shouldn’t see a promotion for it. Investing time in personalized incentives is worth the effort. It keeps your messaging fresh and shows your engagement in the full customer lifecycle.
With tools like OSG Campaign Composer, you can segment your customer base to analyze customer trends and history, avoiding these kind of oversights. Once you’ve set the filters and created your campaign, you can select which segment receives specific dynamic messages, envelope messaging, and inserts.
It’s also worth the effort to consider how the message is being received by the customer. In our omni-channel world, content and the technology that deploys it have to be working hand in hand.
The data keeps rolling in—you have to roll with it.
We’ve had quite a year at OSG, between growing our company and expanding our services to create a more omni-channel model. We try to give our blog a mix of technology and design insights, as well as timely updates that pertain to our industry and the postal service. Here are our five most-viewed blog posts of 2017.
For the first time in several years, the USPS requested rate increases for both its competitive (packages and overnight shipments) and market dominant products (letters and flats).
Inquiring minds wanted to know, so we told them. (And we also included a bonus explanation of statements.)
In which our Production Graphics Manager gave us a look at her day-to-day responsibilities and nailed a just-for-fun lightning round.
Spoiler: One benefit is an increase in web traffic.
Our tracking application taps into USPS barcode technology to track your inbound and outbound mail. It’s a game changer.
Outsourcing your transactional communications can have a powerful effect on your business and its bottom line, whether you opt for an EBPP solution or traditional print and mail. Here are three specific reasons to do it.
- Free up your employees’ time.
Billing can be a complex process. Using a single-source provider for all your billing and communication needs eliminates the internal day-to-day tasks that bog down employees. They can use their productivity and passion in different ways while we streamline this process.
- Benefit from the latest technologies and operational experience.
Digital, print and mail, mobile: Offering those channels isn’t enough; they must be optimized. At OSG, we use programs like MailTrek to monitor inbound and outbound mail, which improves the efficiency of your collection efforts (and ultimately saves you money). We offer dynamic messaging, which turns invoices into marketing tools and engages customers month to month.
Our solutions are also practical. With production facilities across the country, our distributive print process guarantees a quick turnaround time.
- Move into the future with us.
As technology continues to evolve, customers are going to expect an omni-channel experience—an unbroken stream of access to their information. Through new acquisitions, more robust printing processes, and additional digital solutions (i.e. OSG Letter Composer), we’ve positioned ourselves to move with customers as they engage with the world. Because this is ultimately about more than billing—it’s about communication.
It’s almost a new year. Let’s talk strategy.
As the end of 2017 races by and 2018 sharpens into focus, it’s a good time to reflect on what we’ve accomplished as a company this year. Each move propelled us toward a common goal: to build upon our transactional and customer communication solutions and to offer best-in-class service. Here’s how we did it.
- We enhanced our printing technology.
We added another Ricoh Pro VC60000 next-generation continuous feed inkjet platform to our production line. What does that mean? It means we’re an even better position to meet customer demand for high-quality, high-volume transactional documents. Fun fact: OSG was the first American company to implement the VC60000.
- We grew our family of companies.
In October, we acquired Microdynamics Group, a provider of integrated, multichannel transactional print and electronic solutions, headquartered in Naperville, IL. This acquisition not only expands our services nationally, but also strengthens our presence in the financial services market.
In December, we acquired Diamond Communications Solutions, a full-service provider of data-driven customer communications, headquartered in Carol Stream, IL. This positions OSG as a leader in the healthcare market, and propels us further in the financial services market.
- We introduced OSG’s CallVista Customer Contact Center.
To expand our omni-channel customer communications solutions, we officially launched our CallVista Customer Contact Center. This fully-staffed center offers full inbound and outbound solutions, comprehensive program management and reporting, and on-site QA and IT support. (Call us!)
- We added another signature solution to our digital communications offerings.
To put it simply, OSG Letter Composer streamlines the letter creation process, which makes communicating with customers much easier. It allows you to upload all your branding elements to one self-service program, so anyone in your company can create customer letters, regulatory notices, collection letters, and so on. No special software required.
- We made strides for even greater quality control in production.
To ensure we have consistency across facilities, Our Enterprise Quality Control Group is developing a standard systematic approach in monitoring each step of print production. This process will be essential as we continue to grow.