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Customer Gateway Customer Relationship Management Integrated Solutions

Customer Gateway Customer Relationship Management Integrated Solutions. Mailers’ Technical Advisory Committee May 18, 2005. Agenda. Background Customer Gateway Overview Release 1 of My USPS Benefits What’s Next Your Role. Customer Gateway: Opportunity.

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Customer Gateway Customer Relationship Management Integrated Solutions

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  1. Customer GatewayCustomer Relationship ManagementIntegrated Solutions Mailers’ Technical Advisory Committee May 18, 2005

  2. Agenda • Background • Customer Gateway Overview • Release 1 of My USPS • Benefits • What’s Next • Your Role

  3. Customer Gateway: Opportunity - No central point of access for mailers who provide the highest percentage of revenue. - Fragmented user experience. The Customer experience has evolved: • Customers have a single point of access and sign-on for all interactions with USPS business applications • Customers will have a personalized and customized user experience based on their preferences and needs • Customers must access multiple web sites, submit numerous forms, and navigate multiple channels to do business with USPS • Customers must search for relevant content and information on multiple websites

  4. 18 109 Content 147 Functional Quality Usability 89 Customer Gateway: Gathering Requirements We solicited input from a number of customers who used a variety of products. Business Owners Requirement Types Business Function

  5. Customer Gateway: Gathering Requirements Many thanks to the customers below who played a large part in the development of the Customer Gateway: NAMECOMPANY Pat Deck Capital One Debbie Cooper Quebecor Charley Howard Harte-Hanks Don Poorman Gannett/Army Times Kim Stoke Citibank Al Benjamin Designer Mailing Val Schuld JC Penney Wanda Senne Ace Marketing Paul Giampolo ADVO

  6. Customer Gateway Key Features Requirements drove us to the Customer Gateway - a multi-function website created for National & Premier Customers delivering products and services in one single organized location. Key features include the following: • Provides Single Point-of-Access • Provides Single Sign-On • Customer Experience • Customization and Personalization • Design and Navigation

  7. Customer Gateway : Current Version The initial version of the Customer Gateway is the National & Premier Accounts web site currently on usps.com. It enabled the following key features of the Customer Gateway. • Provided Single Point-of-Access • Improved Customer Experience • Improved Design and Navigation • Fewer Clicks • Consistent Experience

  8. Customer Gateway - My USPS The next version of the Customer Gateway will be the My USPS application, a customized web site displayed after National & Premier customers sign in. The additional key features that will be enabled include: • Single Point-of-Access • Customer Experience • Customization and Personalization

  9. My USPS - Release 1 Release 1 of the My USPS application will provide the initial capabilities, including setting up the technical infrastructure for the application, integration with Customer Registration for single sign-on and initial customization capabilities for customers. • My Links - Ability to display customized links based on user’s preference settings. • My Alerts - Ability to display operational alert headlines based on user’s preference settings. • My Service Headlines - Ability to display top BSN issues. • Search - Ability to allow user to use existing USPS site search functionality. • Relevant Communication - Ability to display promotional / informational highlighted news section for all users.

  10. Customer Gateway Benefits We make it easier for customers to do business with us…… …….by Strengthening Customer Service Through Technology • “One-Stop Shop” • Wide range of electronic capabilities from mail induction to mail tracking • Access to seamless, national customer service support • A common registration process so that customers can sign in just once • Customers can personalize the site to meet their specific needs . • Postal Service will be able to: • Provide better service and improve customer satisfaction as a result of seeing “one view of the customer.” • Reduce operating costs.

  11. Customer Gateway: What’s Next • Launch Customized version end of September 2005 • Expand single sign-on • Build capabilities that are customer-centric • Streamline processes • Add more and more Customization

  12. Customer Gateway: Your Role This site is for our customers. Help us improve service by: • Clicking on “National & Premier Account” site • Clicking on “Site Feedback” on left-hand margin • Contacting: • Ken Ceglowski Manager, Customer Relationship Management ken.p.ceglowski@usps.com • Sharon Coruzzi Program Manager sharon.m.coruzzi@usps.com • We’ll be coming back to gauge effectiveness at future MTAC meeting!

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