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®
1
MTAC
Business Service Network
May 6, 2004
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2
Business Service Network
Build strong customer relationships by
providing superior service, communications,
and information to our most valuable
customers.Serve as the critical link between customers
and postal operations
Mission
®
3
Business Service NetworkBSN eService
®
4
Customer Benefits 24/7 Availability Self-service Review service requests on-line Enhanced partnership between BSN & Customer Increased customer satisfaction Consistent answers
BSN eService
®
5
Customers
86 Accounts on-line
228 Individual users
24% Service requests
BSN eService
®
6
State Farm Benefits Accessible 24 hours a day One stop to report a problem and review status Helps USPS identify trends Assigns USPS accountability for quick follow-up Ability to review all State Farm service requests Satisfaction USPS is paying attention to customers Focus on long-term USPS projects versus short-term
problems
BSN eService
®
7
Partner for Success
Business Service Network
Customer
Business Service Network