Case Studies
One-to-One Marketing for a Leading Auto Manufacturer.
Project Summary
A prominent auto manufacturer needed to revamp its generic service coupon mailers to offer more personalized and dealer-specific promotions. The goal was to tailor the coupons to individual customer profiles, including vehicle make, model, mileage, and loyalty status, thereby enhancing customer engagement and dealership participation.
SSI Solution
Working closely with the manufacturer’s advertising agency, SSI crafted a dynamic program that allowed for the creation of dealer-specific coupons activated by service milestones. This program was designed to personalize offers with details such as the year, make, model, and mileage of the customer’s vehicle. Dealerships were given the flexibility to customize their coupons, adjusting aspects like pricing, amenities, expiration dates, and phrasing to fit their marketing strategies. Initially, SSI set up the necessary programming to match dealer coupons with consumer data. Subsequently, the concept was transitioned online, enabling dealers to register and craft their offers through an interactive platform.
The Result
The program has seen substantial success and growth, with SSI now managing a library of over 3,300 variable offers. Each month, these offers are merged with the data of over 100,000 consumers and 300 participating dealerships, with the updated and personalized mailers being dispatched within four days of receiving data and coupon modifications. This approach not only streamlined the marketing efforts of dealerships but also significantly improved the relevance and appeal of the offers to the customers, fostering greater loyalty and dealership traffic.
Enhancing Efficiency in Customer Communications for a Fortune 500 Company.
Project Summary
A Fortune 500 company faced inefficiencies in its daily communication of account information to both businesses and individuals. SSI’s audit revealed significant issues, including redundant mailings and outdated customer addresses, leading to unnecessary expenses and communication delays.
SSI Solution
SSI tackled the problem on two fronts. Firstly, we streamlined the mailing process by consolidating multiple account details into a single letter, eliminating the need for separate envelopes for each account and reducing postage, paper, and processing costs. This approach also removed the requirement for additional programming by the client’s IT department. By scheduling mailings twice a week, further consolidation and savings were achieved.
Secondly, SSI addressed the issue of inaccurate customer addresses. We updated the client’s database to ensure communications reached the intended recipients promptly and accurately. This process involved identifying and correcting incomplete or incorrect addresses, thereby enhancing the effectiveness of the company’s retention programs and time-sensitive communications.
The Result
The implementation of SSI’s solutions resulted in a 15% reduction in the client’s total communication budget, saving over $20,000 per quarter. Additionally, by correcting and updating customer addresses, SSI ensured timely and accurate delivery of important communications, significantly reducing wasted efforts and enhancing customer satisfaction. The project not only improved operational efficiency but also strengthened the client’s relationship with its customers by ensuring that critical information was communicated effectively and efficiently.
Streamlining Data Management for a Fortune 100 Company.
Project Summary
A Fortune 100 company struggled with leveraging its extensive customer database due to its IT department’s slow response times to data selection requests. This inefficiency led to missed opportunities and customer loss to competitors. The company required a solution that could provide targeted customer selections based on dynamic criteria within a 48-hour timeframe.
SSI Solution
Upon taking over the data management process, SSI implemented a system capable of meeting the client’s need for speed and precision. We delivered custom-selected data on time, every week, throughout the two-year duration of the program. To further enhance the service, SSI introduced a proprietary audit process. This innovation allowed the client to preview the outcomes of each request and conduct thorough audits through the stages of imaging and fulfillment. This preemptive approach enabled the client to verify the accuracy of the data selection and adjust criteria as needed, ensuring the final data perfectly aligned with their objectives. Additionally, our audit tool played a crucial role in confirming the adherence of the lettershop to the client’s specific instructions.
The Result
SSI’s intervention transformed the client’s ability to utilize its customer database effectively. The prompt and accurate delivery of custom-selected data empowered the company to capitalize on marketing opportunities timely, preventing customer attrition to competitors. The proprietary audit process added a layer of confidence and control, allowing for refined targeting and enhanced campaign effectiveness. By providing these tailored solutions, SSI not only resolved the immediate challenges but also contributed to the client’s long-term marketing success, illustrating the value of responsive and precise data management in today’s competitive landscape.
Precision Print & Fulfillment for a Large Texas Utility.
Project Summary
SSI was tasked with executing a semi-annual regulatory mailing for a large Texas utility company, targeting approximately 200,000 customers. This complex project required the production of up to 16 different letter versions across four types of paper stock, accompanied by 190 unique insert versions. The challenge was compounded by the late availability of customer data and insert details, which were provided just three weeks before the scheduled mailing date. The fulfillment process demanded the assembly of over 2,500 distinct package versions.
SSI Solution
Thorough analysis and meticulous planning ensures that complex projects such as this example are consistently executed with complete accuracy.
The Result
SSI successfully printed and fulfilled the utility company’s mailing with 100% accuracy for over three years, a testament to our ability to manage highly complex projects under tight deadlines. Each campaign was delivered on time, despite the late provision of essential data and the intricate requirements of the mailing. This achievement underscores SSI’s expertise in print and fulfillment services, demonstrating our capacity to deliver flawless results for projects of any scale and complexity, thereby ensuring our client’s compliance with regulatory obligations and maintaining their reputation for reliability.
Flawless Execution of a Complex Early Retirement Package by SSI.
Project Summary
A prominent global corporation entrusted SSI with the creation and distribution of an intricate early retirement package for over 30,000 employees. This multifaceted project required the production of up to five personalized components, spanning eight distinct versions, under a tight deadline. Additionally, the redemption process demanded ongoing personalized fulfillment over two months, further emphasizing the need for precision and efficiency.
SSI Solution
SSI’s comprehensive approach encompassed meticulous planning and execution phases to meet the project’s complex requirements. Our team efficiently managed the assembly of the early retirement packages, completing the task two days ahead of schedule, a notable achievement given the project’s scope and the personalized nature of the contents. Following the assembly phase, SSI seamlessly handled the redemption process, ensuring daily personalized fulfillment of packages with multiple inserts tailored to each employee. Throughout both stages, SSI maintained a steadfast commitment to accuracy, achieving a 100% success rate in assembly and redemption tasks.
The Result
The flawless completion of the early retirement package project not only met but exceeded the client’s expectations, culminating in its recognition as a highlight in the CEO’s report to the board of directors. SSI’s ability to deliver perfect results ahead of schedule, coupled with minimal demand on client resources, showcased our expertise in managing highly personalized, complex HR communication projects. This success story underscores SSI’s capacity to handle challenging assignments with precision, reinforcing our reputation as a trusted partner in human resource communications.
Streamlining Invoice Production for an Apparel Manufacturer.
Project Summary
An 80-year-old apparel manufacturer faced significant challenges with its invoice production due to an outdated legacy system. Initial attempts at outsourcing resulted in errors, delays, and deteriorating customer relationships due to the previous vendor’s inability to provide reliable information or confirmations. Turning to SSI, the company sought to leverage our impeccable reputation for resolving their invoice and statement production woes.
SSI Solution
Upon transitioning their invoice production to SSI, the company experienced a dramatic turnaround in both the accuracy and timeliness of their invoicing process. SSI implemented a streamlined, error-free system that ensured invoices were correctly mailed on time, consistently every week. Recognizing the benefits of our services, the client expanded the outsourcing partnership to include statement processing, which yielded significant time savings of three man-days per month. Additionally, SSI facilitated the transition to electronic invoice distribution, enabling the company to fulfill customer preferences for digital invoices effectively.
The Result
The transformation from frustration to satisfaction was profound. SSI’s reliable and efficient handling of invoice and statement production not only restored the client’s confidence in the outsourcing process but also significantly enhanced their operational efficiency. The client’s decision to entrust SSI with additional services underscores the value and quality of our work. The positive feedback received from the client highlights SSI’s commitment to excellence and attentive customer service, reaffirming our role as a pivotal partner in their success. This case exemplifies SSI’s dedication to solving complex billing challenges with precision and care, ultimately fostering trust and satisfaction among our clients.
