# Presentation: 043338

## Customer GatewayCustomer Relationship ManagementIntegrated Solutions

- Mailers’ Technical Advisory Committee
- May 18, 2005

## 
Background 
Customer Gateway Overview
Release 1 of My USPS
Benefits
What’s Next
Your Role

**Background **
**Customer Gateway Overview**
**Release 1 of My USPS**
**Benefits**
**What’s Next**
**Your Role**

**Agenda**

## Customer Gateway:  Opportunity

**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

**Notes:**
No central point of access for mailers who provide the highest percentage of revenue.  Fragmented user experienceThere were multiple point solutions that offer customers little in the way of easy access, streamlined interactions, or a satisfying user experience. 
Tee up the whole Customer Gateway concept

## Customer Gateway:  Gathering Requirements

**Customer Gateway:  Gathering Requirements**

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

**Requirement Types**

**Business Owners**

**Business Function**

**Notes:**
The Customer Gateway team interviewed 26 national and premier account customers who helped create 363 requirements. We had a mix of customers, being careful to include a variety of users of many products and services
The graph titled, “Requirement Types,” shows how the requirements were divided into 4 categories.....  Then we further broke down the business functions, with the majority falling under the category of relative content, or information.  

## 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**

**Notes:**
Some of those customers were gracious enough to test the prototype and continue to provide invaluable feedback:
Many thanks goes out to: 
Pat Deck from Capital One
Debbie Cooper from Quebecor
Charley Howard from Harte-Hanks
Don Poorman from Gannett/Army Times
Kim Stoke of Citibank
Al Benjamin (formerly of Designer Mailing)
Val Schuld of JC Penney
Wanda Senne of Ace Marketing
Paul Giampolo of ADVO

## 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 **

**Notes:**
Provides Single Point-of-Access
Single interface to access content, applications, and data
Leverages single sign-on to integrate with existing web applications
Customer Experience
Targets all business customer segments (future vision) via online channel
Addresses and meets the needs of all business customer segments
Customization and Personalization
Customers determine information and content displayed on the page
System displays information based on profiled attributes or behaviors
Design and Navigation 
Framework for organizing information and content
Consistent customer experience across enterprise online brand

## 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. ***

**Notes:**
Single Point-of-Access
Centralized Information  - Single interface to access content, applications, and data
Customer Experience
Targeted Content - Targets business customer segment via online channel
Design and Navigation 
Less Clicks for the Customer - Framework for organizing information and content
Consistent Experience & Communications - Consistent customer experience across enterprise online brand

## 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:***

**Notes:**
Single Point-of-Access
Single Sign-On - Leverages single sign-on to integrate with existing web applications
Customer Experience
Streamlined Information - Addresses and meets the needs of business customer segments
Customization and Personalization
Customization - Customers determine information and content displayed on the page
Personalization - System displays information based on profiled attributes or behaviors

NAME HAS NOT BEEN DETERMINED:  MYUSPS

## 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.  ***

##  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***

**Notes:**
Offers one location on the Internet for large mailers to manage all Postal interactions
Supports the mailing process, guiding customers through a wide range of electronic capabilities from mail induction to mail tracking
Includes access to BSN eService – provides seamless, national customer service support from a dedicated team of Business Service Network professionals 24/7.
Provides a common registration process so that customers can sign in just once to access the Postal Service online.  
Provides the capability for customers to personalize the site to include preferences tailored to their specific needs and desires.
Will allow the Postal service to:
Streamline processes and data through consolidation, which will ultimately help us reduce operating costs.  These savings could be passed onto our customers in the form of fewer rate cases or other customer incentives.
See “one view of the customer” to promote better service and improved customer satisfaction.

## 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

**Notes:**
Launch Customized version end of September 2005
Expand single sign-on.  Continued integration of applications/products this year and next into the enterprise registration solution will enable sign-in ease of use.  
Features centered around the customers’ requirements will offer specific and basic capabilities such as the ability to “track,” “order,” and “pay” for products/services, regardless of where that data is housed.  Customers will no longer be required to log into specific applications.  We will attempt to roll out 2 key features this year.
Standardized processes will streamline customer interaction and make it easier to do business with us.
Customization will expand to include specific views into relevant data.

## 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
-         _[ken.p.ceglowski@usps.com](mailto:ken.p.ceglowski@usps.com)_
- Sharon Coruzzi
-          Program Manager
-          _[sharon.m.coruzzi@usps.com](mailto:sharon.m.coruzzi@usps.com)_
- We’ll be coming back to gauge effectiveness at future MTAC meeting!