Are you concerned about decreasing marketing response rates and increasing competition?
Do your communications deliver highly relevant messages directly to each customer?
Xerox Customer Communication Services help you deliver effective and relevant communications that support customer relationship marketing. We provide innovative personalization techniques to reach your audiences and convenient web-based portals to control your message and brand. From creation of marketing and transactional messages through print and fulfillment, Xerox works to increase the return from your customer communications investment.
Our team prepares, administers, and produces digital communications using first-rate design and composition services.
Print, finishing, and fulfillment
Our carefully selected suppliers print documents using mono, spot, color, and Magnetic Ink Character Recognition (MICR) and follow up with high-integrity finishing and enveloping.
Multi-channel output
We help you choose the best channel for your communication – print plus electronic output for web presentation, e-mail, short message service (SMS), fax, presentation to archive/retrieval systems, and more.
Mail and distribution
Our experts understand how to maximize discounts by carefully presorting and preparing mailings.
Integrated document archive and retrieval
We simplify the process of indexing electronic documents and loading them automatically into archive and retrieval systems.
Business Applications
Xerox Customer Communication Services brings efficiency, quality, control, and cost savings to every aspect of customer relationship marketing. Our team focuses on two main areas:
Marketing communications
We provide a comprehensive suite of services from design through delivery, so you can produce effective, personalized communications in an on-demand environment:
Managed brand and message content
Higher response rates through personalization
Increased customer loyalty with targeted messaging
Managed security and compliance risk
Transactional documents
Xerox works to turn communications such as bills, statements, correspondence, and policies into tools for customer relationship marketing. Create a stronger connection with customers that drives loyalty and increases cross-sell or up-sell opportunities:
Managed security and compliance risk
Higher response rates through personalization
Services seamlessly integrated with your operations and workflows
Cost and operational efficiencies throughout your entire document supply chain
A Proven Approach
Xerox consultants work with you to generate the greatest return from customer relationship marketing. Our goal is to create communications for your organization that reach the intended audience and trigger the desired response.
Develop a customer communications solution and roadmap for implementation
Our team first identifies and prioritizes opportunities to improve your customer communication programs through increased personalization, relevance, and efficiency. We quantify the benefits of the new solution and develop a roadmap for implementation. We also establish critical benchmarks to ensure your customer relationship marketing is producing the results you want.
Merge data acquisition and analytics with approved collateral
To create customer communications, we merge data collected from your web site, credit card purchase, and stores with pre-approved and relevant creative images and copy. We then determine which output channels are most appropriate for your audience and message.
Select printing, finishing, and delivery options
We work with you to determine which printing, finishing, and delivery options will prove most effective and efficient, while we keep your budget in check. All communications are archived, so that they can be quickly retrieved whenever needed.
Client Benefits
Customer relationship marketing supported by Xerox Customer Communication Services provides a number of significant benefits for your business:
Increased response rates from communications: Matching personalized marketing communications to targets can increase response rates by more than a third.
Improved customer loyalty: Personalized communications support a closer relationship with your customers that can keep them coming back to you with larger and more frequent orders.
Lower costs: Tailoring communications for a targeted audience eliminates the waste found in mass audience campaigns. You improve response rates and lower your cost per lead, while also driving down production and delivery costs.
Faster turnaround times: A Just-in-Time environment saves on storage costs and produces more up-to-date communications.
Measurable Success
Why are we so certain that customer relationship marketing with Xerox Customer Communication Services can make a real difference for your business? Our track record shows how well it's worked for many other companies. Take a look at some examples of the measurable performance results we've delivered:
Independence BlueCross, a leading regional health insurer, improved customer satisfaction with customized welcome kits that are easier to read and understand. The company also reduced preprinted inventory by 90 percent and cut costs for production, storage and postage.
Owens Corning, an innovator of glass fiber technologies, increased the fulfillment rate for collateral materials from 56 percent to 98 percent, reduced the order fulfillment time from 30 to two days, and cut costs for collateral inventory by 90 percent – while improving channel loyalty and customer response rate to offers.
HealthNow NY, a leading provider of health coverage and services, produced personalized Member Guides that increased customer satisfaction and revenue from member retention and new employer/group sales.
Prudential Financial, a major financial services provider, developed a system for personalization of collateral that allowed changes to be made in days and increased producer satisfaction.
United Health Services, a regional hospital and nursing-home network, improved communication design to maximize productivity, minimize redundant data capture and enhance legibility.
The Principal Financial Group, an Iowa-based financial services firm, produced full-color, variable information statements that document 401(k) account value and changes, and serve as an educational tool. The new statements helped boost customer loyalty and retention.
By conducting workshops with both knowledge workers and customers, Xerox Global Services helped us to develop a comprehensive document with all the needed [member] information in one easy-to-understand booklet.
Independence Blue Cross, a leading regional health insurer, improved customer satisfaction and cut costs for production, storage, and postage by working with Xerox to customize their welcome kits and establish a flexible database process for timely updates.
When communication engineering is combined with marketing, personalization and the strategic use of color in post-sale communications, Xerox clients have experienced higher response and lead rates, increasing sales, and improved long-term customer loyalty.
By conducting workshops with both knowledge workers and customers, Xerox Global Services helped us to develop a comprehensive document with all the needed [member] information in one easy-to-understand 
