1February 2000 - Draft Customer Gateway Customer Relationship Management Integrated Solutions Mailers’ Technical Advisory Committee May 18, 2005.

1February 2000 - Draft

Customer GatewayCustomer Relationship ManagementIntegrated Solutions

Mailers’ Technical Advisory Committee

May 18, 2005

2May 18, 2005

Background

Customer Gateway Overview

Release 1 of My USPS

Benefits

What’s Next

Your Role

Agenda

3May 18, 2005

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 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

• 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

4May 18, 2005

Customer Gateway: Gathering Requirements

We solicited input from a number of customers who used a variety of products.

18

147

89

109

Content

Functional

Quality

Usability

Requirement Types

2%

40%

58%

Mail Owner

Mail Preparer

Internal Customer

Business Owners

Business Function

60

167

106

25

5

0 50 100 150 200

Business Registration

Information

System

Tools

Design

5May 18, 2005

Customer Gateway: Gathering Requirements

Many thanks to the customers below who played a large part in the development of the Customer Gateway:

NAME COMPANY

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

6May 18, 2005

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

7May 18, 2005

Customer Gateway : Current Version

Provided Single Point-of-Access

Improved Customer Experience

Improved Design and Navigation

Fewer Clicks

Consistent Experience

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.

8May 18, 2005

Customer Gateway - My USPS

Single Point-of-Access

Customer Experience

Customization and Personalization

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:

9May 18, 2005

My USPS - Release 1

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.

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.

10May 18, 2005

Customer Gateway Benefits

“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.

We make it easier for customers to do business with us…… …….by Strengthening Customer Service Through Technology

11May 18, 2005

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

12May 18, 2005

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

[email protected] Sharon Coruzzi

Program Manager

[email protected] We’ll be coming back to gauge effectiveness at future MTAC

meeting!