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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!
