1. Member Communication On a Budget Symitar South West Users Group June 4, 2009

2. Quantity Postage Materials Process Cost Saving Opportunities

3. Review: Duplicate files Merging and combining Is the document needed Quantity

4. Bigger Issue Than You Might Think Recent 90 day period: 2 out of 3 XDI Clients Over 400 duplicate files Quantity: Duplicate Files

5. In-house Develop controls Outsourced Develop controls Ask vendor Quantity: Duplicate Files

6. Any given day, 1 in 5 Members who are mailed notices, receive multiple notices. Quantity : Merging & Combining

7. Merge: Multiple notices into one document Better for Credit Union and Member Combine: Multiple documents into the same envelope Quantity : Merging & Combining

8. Regulatory requirement Member service Selectively create documents Quantity: Document Needed?

9. Send if: Fee Amount > $X.xx Specific transaction type Quantity: Selectively Create Docs

10. Consider how to reduce mailpiece: Weight Postage rate Consider how to improve address: Quality Hygiene Postage

11. Merge multiple notices into one document Reduce sheet count – duplex print Weight and number of inserts (stuffers) Better utilize cost Postage: Weight

12. First-Class postage is purchased in one-ounce increments. USPS scales weigh in increments of 1,000th of an ounce. A mailpiece weighing 1.001 ounces is charged at the 2 ounce rate. Postage: Get What You Pay For

13. Get the best rate – how? Outsource – not all equal If in-house – use Presort Bureau Negotiate Ask what you can do for a better postage rate Postage: Rate

14. What’s a good postage rate? Volume Your Member make-up How processed Outsourcers vary Consider the fees Postage: Rate

15. Members move... job is never done Make it easy for Members to notify you Multi-channel Use USPS notifications Postage: Address Quality & Hygiene

16. Use USPS notifications Suppress sending mail until new address is confirmed Send address change confirmations Postage: Address Quality & Hygiene

17. Best Practice Mail the confirmation to old and new addresses Important – do NOT include new address with notification to old address! Postage: Address Change Confirmation

18. Forms/paper Envelopes Disclosures & Reconciliation Materials

19. Consider plain paper Duplex print Check your Batch setting – put more data on a page Lines per inch Lines per page Abbreviate headings after 1 st page Create statements from DOF Materials: Forms/Paper

20. Concatenate transactions Without concatenation With concatenation Materials: Forms/Paper

21. Costs are considerable $0.035 to $0.08 per statement Additional postage – hundreds even thousands of dollars Materials: Disclosure & Reconciliation

22. How are disclosures & reconciliation included: Preprints Inserts (stuffer) Laser Print (partial or full page) Combination Materials: Disclosure & Reconciliation

23. Consider what is included: Minimize disclosures Reconciliation? Selectively provide with statement External of statement Materials: Disclosure & Reconciliation

24. Outsource it Re-engineer it “e ” it Process

25. Better postage rates Fewer mailpieces Improved documents Faster & more efficient Process: Outsource

26. How to evaluate partner: Consider TOTAL cost Important to include postage & materials Setup costs Change costs Value-added Process: Outsource

27. What can you do: Don’t pay full rate for postage Merge & combine documents Suppress when possible Process: Re-engineer

28. Differences eStatements: Expected Informational eNotices: Unexpected Sometimes actionable Process: eDocuments

29. Consider how you will: Compose eDocuments Notify Member of eDocument to view eMail SMS (Text Message) Convey important/actionable eDocument to Member Process: eDocuments

30. Important/actionable documents Consider how you will: Know if not viewed Follow-up if needed Process: eDocuments

31. eMail Address Hygiene: Important factor in successful Member relationship Capture new eMail address at time of Member login Send USPS mail Un-enroll Process: eDocuments

32. Thank You!