A Company Newsletter Designed to Bring Us Closer Together
A Company Newsletter Designed to Bring Us Closer Together
Throughout our history, OSG products and solutions have been the building blocks of customer engagement, elevating client-customer relationships with critical communications.
While for many years this exclusively applied to our transactional solutions, our capabilities have developed to incorporate communications along the entire spectrum of the customer experience. Through our key acquisitions and alignments, a clear focus has emerged, which enables our clients to establish lasting, loyal customer relationships through relevant, engaging interactions.
In developing our family of companies, we sought out teams that offered a diverse skillset which both complemented and enhanced our existing capabilities. With each marketing acquisition, we gained a new team of players, experts in their field, who offered a unique set of solutions to interact and engage with customers throughout the various steps of the customer lifecycle.
Our goal this past year has been to connect these companies into one congruent marketing team, integrating capabilities from lead generation to design services, contact center services to analytics and insights. Combining industry-leading knowledge and resources, the OSG Marketing Services Group curated a comprehensive suite of solutions – establishing a one-stop-shop to help clients achieve their marketing business goals.
Today, customers expect a certain level of communication and interaction from the companies with whom they choose to engage and stay loyal to. The availability of new brands and products has created an endless buffet of options for customers, and as such, it is no longer sufficient for our clients to simply communicate with their customers through one monthly bill. The customer relationship has truly transformed to become just that, a relationship, which must be nurtured and cultivated in order to grow.
Building a long-term customer relationship is contingent upon companies appropriately leveraging each interaction in order to propel the customer further along in their journey. The OSG Marketing Services Group developed the Customer Journey Solutions program to engage customers at every critical juncture, filling in the gaps in our clients’ unique customer lifecycle marketing strategies. Coordinating with both our transactional and payment solutions, the program seamlessly ties together the entire customer experience, creating a true end-to-end process.
Executive Vice President,
Product Development
The ongoing digitization of the payments landscape has brought about an explosive growth of new payments solutions, with digital services popping up seemingly overnight. And while consumers and businesses are increasingly transacting through these new digital channels, there remains a sizeable population that continues to rely on checks as their primary payment method. In fact, check payment is so prolific in the U.S. that it currently makes up 35 percent of consumer payments and 45 percent of business payments. With the continued customer demand to use a variety of payment methods, companies are looking to invest in both digital and traditional paper processing solutions. Based on the results of our recent customer survey, our clients are no different, with 29 percent of respondents showing interest in Lockbox services.
As a leader in the transactional and payments industry, we recognize the responsibility to provide our clients with the products and services that encompass the wide range of payment methods. OSG Lockbox provides our clients with a simple, efficient means of accepting checks from their customers. Tightly integrated with our transactional suite, OSG Lockbox offers yet another route for customer payments, expanding clients' omnichannel payment capabilities. The nationwide offering helps our clients achieve check processing cost savings, reduce Days Sales Outstanding, improve service quality, gain data visibility and comply with continuously-evolving data security requirements.
It is an exciting time at OSG
Over the past several months, we have worked to develop a new brand and image that will bring together our entire family of companies under one name. This change signals a new level of unification both for our employees and for our suite of solutions. Keep an eye out for more information to come as we launch this new chapter in our company.
Showcasing Highlights Across the OSG Family
‘Tis the season for celebrations across our companies. In the last few months we’ve had everything from boat rides to annual picnics celebrating our employees and their dedication to our company. Diamond’s annual picnic included games, prizes and yes, even ice cream! AppRev held their second annual company meeting complete with a boat ride on Lake Norman. Microdynamics had double the fun with an ice cream day and their annual end of summer cookout. It's safe to say everyone took advantage of the last few warm days.
It’s not every day that a new record gets set, but MDG Milwaukee Facility employee, Andrea Groch, has done just that! In the span of her 12-hour shift, Andrea inserted 198,000 pieces, setting an all-time record high. This is an outstanding accomplishment and one most definitely worthy of recognition. Congratulations, Andrea!
Communisis Brand Deployment Division has entered a long-term partnership with Electronic Arts to design, produce and fulfill marketing materials across Europe, supporting EA’s major games launches and seasonal marketing campaigns. The team will be responsible for delivering full end-to-end campaign management processes from design through to sourcing and final execution across all of EA’s European markets. Congratulations on the win!
Recently, Miria was showcased in an IBM Analytics client testimonial video featuring John Insely, Director of Corporate Accounting for Beverage Distribution Center, Inc. In the video, John recounts his utilization of the IBM Digital Business Automation (DBA) Platform, which integrates the Miria Active Pay Solution. This integration enables clients, such as the one featured, to enhance workflows and processes.
CEO of Double Positive,
An OSG Company
In this issue of Vertical View, we sit down with John Nuclo, CEO of DoublePositive, An OSG Company, to discuss the influence of technology on customer communications across platforms. DoublePositive merges customer data and agency expertise to engage customers with relevant, targeted communications throughout the buying lifecycle.
Personalized interactions have transformed customer communication, necessitating the transition from the use of general, mass emails to timely, relevant communications. How has the continual advancement of technology (including AI and Big Data) allowed you to create 1:1 customer communications that both enhance a customer’s experience with a brand and separate that brand from the competition?
In 2020, the biggest marketing battle isn’t going to be getting in front of the right person, it will be breaking through the clutter to get their attention. 1:1 personalization across messaging platforms, creative, timelines and targeting tools utilizing data inform each step in a consumer journey, separating the winners from the pack.
Reliance on third-party data is not the future. At DoublePositive, we pair machine-learning technologies with our clients’ most valuable resource – their data. We tailor our approach to exactly where a consumer is in their buying journey by capturing customer intent signals and identifying key audience characteristics. Machine-learning technology allows us to act on these signals, align our strategy in real time and predict who will enter the buying cycle, thereby expanding audience reach and driving more LTV (Lifetime Value) contribution for our clients.
Ultimately, successful consumer interactions must rely on smart cross-channel marketing execution and messaging that actually helps consumers move through their decision-making processes.
Improvement, Growth and Insight
As we wrap up the analysis and strategic plan following this year’s transactional company survey, we wanted to take a moment to thank all of our employees for their hard work and dedication to every job, customer and request. As a testament to your hard work, the overall OSG survey score average increased year-over-year, maintaining our position as an industry leader.
Each year we look to these results as a guide for improvement and growth, seeking insight on the products our customers love, but more importantly, on the areas they feel need improvement. As we continue to develop our suite of solutions, our goal remains simple, to give our customers the best possible products and experience. It is with these ratings, comments and suggestions that we move forward in making critical decisions and investments in our suite of integrated solutions in 2019 and beyond.
Considerate Acts of Charity and Community Service
David M. Smith (OSG) and Les Slate (Diamond), participated in the Sunmark Federal Credit Union golf event held in Albany, NY this past August. Sunmark Federal Credit Union places a distinct emphasis on giving back, and our employees were proud to join their main client contact for a great day of golf supported by a powerful message of giving back. In total, $50,000 was raised for the Sunmark Charitable Community Foundation.
Looking for a quick read to brush up on some of the latest trends? Check out some of our recent blogs to hear inspiring words from women across our family of companies, learn about the micromoments along the customer journey and more!
