- United Kingdom
Condé Nast Publications is a large, U.S.-based publisher whose brand consists of 28 consumer magazines and Web sites. Their mission is to create, promote, market and sell their brands with excellence in content and innovative online solutions.
There were a number of calls coming into the customer service center due to crossover mail from the time the bill was sent by Condé Nast to the time the mail was received by their customers. Condé Nast was paying for these customer service calls, spending time fielding the calls and spending extra money on the paper stock and postage used for these (often unnecessary) mailings.
CDS Global developed a solution, Mail$ave+, that addresses the issue of bills and renewals being sent to customers who had already paid, ordered or canceled. This innovative process allows Condé Nast to apply two additional suppressions, eliminating unnecessary mail and alleviating customer confusion. The first suppression is performed prior to printing, when the Mail$ave+ file is checked and any matches are removed from the print file. The second suppression occurs prior to presort of the mail, providing another opportunity for additional postage savings.
CDS Global’s solution provided Condé Nast with the opportunity to suppress unnecessary mail being sent to their customers, reducing printing, postage and customer service costs, decreasing component utilization, enhancing customer satisfaction and adding value to their bottom line.
“CDS Global partnered with us to provide a proactive, cost-saving solution that enhanced our company’s profit and customer experience,” says Colleen Ryan, associate director, Marketing Operations at Condé Nast. “By using Mail$ave+, we were able to reduce expenses associated with crossover mailings (stock, Lettershop and postage) and decrease the amount of customer service complaints we’d receive because renewal instructions and payments on invoices had already been sent to us.”
By understanding the needs of our client, CDS Global created a process that provides Condé Nast with a solution to help them achieve their goal of reducing costs and alleviating customer confusion. Suppressions on initial titles have proven to stop unnecessary mail from being sent to customers for billing and renewal, which will continue to add up to significant savings over time and less customer service calls that follow the confusion of crossover mail.