CSG Systems International, Inc. has provided strategic transactional document composition, design, messaging, output, and mailing services for over 25 years. Rated as a Top 10 U.S. Postal Service First Class Mailer, the company assists its clients with the production and delivery of 65 million mailpieces per month—or 780 million per year.
The service provider strives to offer its clients a genuine partnership. "CSG is truly a partner to our customers in the sense that we proactively invest in the technologies—hardware and software, workflow processes, and logistics to deliver a high-quality, efficient, and cost-effective solution," says Teresa Zwiener, VP of product management, CSG.
CSG serves a wide range of clients. Key areas include cable, telecommunications, financial services, utilities, and other vertical market segments. Most notably, CSG customers consist of the top five cable and 60 of the top 100 global telecommunications companies. Services include high-speed black, highlight, and full-color printing; TransPromo messaging; pre-sort; and advanced mailing services—including weight management, address change, and mail tracking. Additionally, CSG provides a complete portfolio of customer interaction solutions including electronic bill payment and presentment, email, SMS/text, and IVR services to allow businesses to communicate effectively with customers using a multi-channel approach.
According to Zwiener, outsourcing provides companies with a myriad of advantages over in-house document production and mailing. "Service providers bring a level of efficiency, expertise, and industry knowledge that is often out of the possibility of most in-house producers," she explains.
Outsourced providers typically have a disaster recovery plan to seamlessly switch over to other facilities to ensure mail continuity. They also focus on evaluating and implementing evolving print and mail, workflow, and logistics technologies and processes to consistently deliver higher efficiency. "Print and mail equipment requires significant, recurring capital investment, consistent maintenance, and upgrade. Plus, once the in-house provider selects a hardware/software platform, they lose the flexibility to leverage emergent technological advancements," notes Zwiener.
The economics of scale are often favorable for outsourcing, affording cost advantages and allowing companies to focus on core business. Additionally, hindrances such as evaluating and implementing postage as well as misprint waste falls to the service provider.
In addition to managing new communication channels as customer needs evolve, Zwiener notes that one of the biggest challenges faced by high-volume print and mail providers is evaluating and investing in emerging equipment and technology; balancing optimal equipment utilization to maintain a low-cost structure