Case Study: Improved Customer Communications Processes Case Study


A national insurance company engaged Pitney Bowes Management Services (PBMS) Mailstream Consulting because they could not measure how much of their 100 million marketing mailpieces were being delivered. They had all the recommended United States Postal Service® (USPS®) addressing products in place, but because mail was sent at Standard Mail™ class rates, the USPS® did not return undeliverable mail, which made it difficult for the company to determine which addresses were incorrect.

PBMS assessed address quality and found room for improvement. Suspect addresses were estimated to negatively impact response rates by 65%. By incorporating a custom process and eliminating 1 million addresses that could not be improved, an estimated $500,000 in cost reduction was  achieved. Improving deliverability of the remaining 2 million suspect addresses, generated an estimated revenue improvement of $1.5 million.

Tags : pitneybowes, net response, pitney bowes management services, postage, mailing services, postal

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Published:  Sep 21, 2010
Length:  2
Type:  White Paper