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A Great Customer Experience for Print-to-Mail Recovery, the Gift That Keeps on Giving

Jerry Montella

Having a print-to-mail mail recovery plan provides businesses with essential peace of mind, knowing they can continue to send critical customer communications in the event of a business disruption. These crucial customer communications support normal business operations throughout a company’s life cycle and, most importantly, can directly affect the bottom line. With so much at stake, it’s important that we as a critical communications recovery provider deliver a customer experience that reassures our customers that their recovery plans are sound and thoroughly tested.

When we engage with new customers, our first goal is to learn as much as we can about their print and mail applications and processes. Through initial phone calls, testing, change management processes, hosting visits to our facilities and, in turn, visiting theirs, we gather the necessary information to be as prepared as possible to replicate their production environment if and when we are called into action.

What To Watch For

When it comes to overall disaster recovery planning, the biggest issue we see is failing to include all critical print applications and volumes in the recovery plan. It is important to have all applications tested and detailed in the recovery plan to prevent any hiccups should a disruption occur. Nearly all declaration assistance we have provided to our customers in our 18-year history has included applications and volumes that were not included in the recovery plan. While we have been able to accommodate these requests, start-up was slower for these unexpected applications since they had not been previously tested. And, if we were supporting other declarations, equipment usage might prevent us from completing these untested applications according to the customer SLAs.

When it comes to testing your recovery plan, the biggest point of failure is not realizing the full spectrum of resources required to print. While some customers provide data files with all resources embedded, others do not. When resources are provided separately there is always the risk of a missing resource or two that will prevent us from completing a successful print test.

Making the Process Easy

Because we’ve seen these issues first-hand, we have developed a tried and true process for onboarding new customers. This process usually happens at the same time contract negotiations are taking place with the sales and legal departments. Our Client Solutions Account Managers plan several calls with the customer to review data, transmission, print, insert and mail requirements. These specifications are used for initial testing as well as general customer information. Technical calls between our network teams can also take place to set up the transmission lines the customer requires to send us their data files. Once all details are known, a Proof of Concept test is completed to confirm our ability to meet all requirements to our customer’s complete satisfaction.

Mail-Gard’s philosophy has always been to focus on “how can we make it easy for our customers to do business with us?” We understand the people charged with putting a company’s disaster recovery plan in place have full-time responsibilities that go beyond implementing a successful recovery plan. Knowing that, and with years of experience behind us, we work with our customers to create a successful plan and provide a customer experience that gives them the peace of mind they desire.

link https://www.iwco.com/blog/2014/12/18/customer-experience-and-print-to-mail-recovery/
Jerry Montella


Jerry Montella

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