custompoint - RR Donnelley

CUSTOMPOINT
®
Intelligent Print Management
Features & Benefits Guide
Print Management
& Fulfillment
Customized Print
On-Demand
Direct Mail
Campaign
Management
v1.0 02/2009
TABLE OF CONTENTS
All Module Features
3
Print Management and Fulfillment Module
Place and Manage Orders
Kitting
Inventory Management
Manage Items
Order Status
Reporting
Integration with Digital Asset Management
6
6
8
9
10
10
11
11
Direct Mail Campaign Management Module
List Upload
Supports Customer House Files and Prospect Lists
Campaign Management That Motivates
13
13
14
15
Customized Documents Module
Personalized Stationery
Short-Run Direct Mail
Customized Booklets
17
17
18
18
Implementation & Technical Support
Customer Service
ISO-Certified Implementation Process
19
19
19
v1.0 02/2009
INTELLIGENT PRINT MANAGEMENT
Features & Benefits Guide
CustomPoint® is RR Donnelley’s end-to-end print management solution that
centralizes ordering, fulfillment, content customization, and direct mail
campaign management — all in one interface!
CustomPoint is a completely integrated, Internet-based toolset that communicates directly with RR Donnelley’s
distributed network of print and fulfillment operations. The solution can enhance the quality of customer
communications, manage costs, streamline ordering processes, slash expensive obsolescence, and it provides
features that target communications to your customers and prospects.
CustomPoint Delivers Configurable Solutions in Key Industry Verticals
Retail • Franchises • Travel & Leisure • Entertainment • Managed Health Care • Insurance
Banking & Financial Management • Telecommunications & Software • Real Estate
Manufacturing • Automotive • Pharmaceutical • Non-Profit • Colleges & Universities
v1.0 02/2009
1
A MODULAR FEATURE SET
Print Management and Fulfillment Module
Manage, store, control, and track print orders that are fulfilled from
inventory, or printed on demand (POD).
Customized Documents and Stationery Module
Discover the power of on-demand variable data printing by leveraging
pre-designed templates that enable text and image customization.
Direct Mail Campaign Management Module
Personalize one-to-one marketing communications with on-demand direct
mail capabilities.
CustomPoint’s configurable feature set enables clients to provide their users maximum flexibility within strategic
sourcing guidelines and brand standards. It is responsive to multiple business units within an organization
including procurement, marketing and human resources. It supports their key initiatives such as reducing costs,
enhancing revenues, and taking full advantage of digital 1:1 technologies.
Production Capabilities
Commercial Print • Digital Print-On-Demand • Direct Mail • Template-Based Documents
Custom Brochures & Collateral Materials • Forms • Business Cards & Stationery • Kits • Labels
Pick-and-Pack • Rollouts & Pushes
v1.0 02/2009
2
ALL MODULE FEATURES
PRINT ANYTHING, ANYTIME
Desktop to Doorstep Convenience
Improve operational efficiency. Order, track
status, and receive reports — seamlessly
through the CustomPoint total print management
portal. CustomPoint supports all print
production needs:
CUSTOMPOINT® DELIVERS!
RR Donnelley’s End-to-End Print
Management Solution
Enhance the quality of customer communications,
manage costs, streamline ordering processes,
slash expensive obsolescence, and create targeted
communications online and on time.
•Preprinted materials
•Fulfilling items from inventory
•Pick-and-pack kitting
•Customized stationery
•Static digital print-on-demand
•Custom variable print
•Newsletters
•Marketing collateral
•Direct mail
•Point-of-Purchase display items
•Greeting cards
•Brochures
•Postcards
•Sell sheets
•Custom booklets
•Open enrollment communications
ONE SOLUTION
Three Fully Integrated Modules
CustomPoint’s three modules: Print Management and
Fulfillment, Customized Documents, and Direct Mail
Campaign Management, service all divisions in an
organization from HR and Procurement to Corporate
Marketing and Sales.
PROVEN TECHNOLOGY
Serving Customers Since the Early ‘90’s
RR Donnelley is committed to investing in new
CustomPoint® capabilities quarterly. The value-added
features are derived from the feedback of over 600
customers and tens of thousands of end-users. The
solution is built on a scalable enterprise platform that
can support a company’s growing business needs.
v1.0 02/2009
3
ALL MODULE FEATURES
MULTI-PLATFORM SUPPORT
Web-Based Solution Supporting Mac and PC
CustomPoint is accessible from the desktop through
an Internet browser. No hardware or software licensing
is required.
CONFIGURABLE INTERFACE
The Flexibility to Choose Features, Options,
and Determine Site Branding
CustomPoint’s vast array of features and modules are
easily enabled through powerful administrative tools,
allowing a customer to pick and choose features or
add new features according to business needs —
without costly development. The configurable user
interface and homepage can be re-branded to support
corporate standards.
FLEXIBLE APPLICATION ACCESS
Flexible entry points can be configured to allow
users immediate access to specific feature/functions
within the application. For example, users can login
and link directly to a specific category of items within
a catalog to gain access to those items ordered
most often.
•Self-registration
SECURE ENVIRONMENT
Enable System Access with Ease
CustomPoint’s flexible authentication framework
can support an organization’s access requirements
by offering:
•Manual log-in via a web page
•Different single sign-on options from secure form
post to SAML 2.0 support
•Punchout from e-commerce providers such as
Oracle, SAP, Ariba, Peoplesoft, Perfect Commerce,
Epicor/Clarus, and Lawson
Setting High Standards in Information Security
CustomPoint offers a secure environment for sensitive
transactions, and deploys the latest technology to
ensure the site remains secure.
CustomPoint utilizes Secure Socket Layer (SSL)
technology to ensure the most sensitive transactions
are secured and encrypted, and leverages a threefactor authentication model which grants access to
only authorized users. Database encryption is used to
protect critical data.
RR Donnelley is SAS70-certified, and in 2006,
CustomPoint achieved Level 3 PCI
compliance certification.
CONTENT ACCESS
Support of Multiple User Privilege Levels and Roles
Drive catalog content by user group or business
unit. Control access to modules, features and
administrative tools, messaging, reminders, and alerts.
Roles can be limited to just placing and managing
orders, or expanded to allow access to all capabilities.
v1.0 02/2009
4
ALL MODULE FEATURES
CUSTOMPOINT TRAINING VIDEOS
Prospective Customers are Now Able to Watch Video
Recordings of the Entire CustomPoint Feature Set
View innovative features in action for:
•Print Management & Fulfillment
•Customized Documents
•Direct Mail Campaign Management
ADMINISTRATIVE ACCESS
ALERTS AND REMINDERS
Be Alerted or Reminded of Critical Production
and Ordering Activity
CustomPoint’s Alerts and Reminders provide targeted
user-based messages to alert regarding: low-stock and
backorder inventory status, new campaign or data
availability, enrollment deadlines, and routing and
approval. Notices are displayed on a homepage and
emailed to a customer contact and/or an RR Donnelley
sales representative.
USER PROFILES
Save Time, Money, and Effort While Improving
Accuracy of Information Entered on Orders
A Profile contains basic user information such as
First Name, Last Name, Email, Phone, Photos and
may also contain extended information about a user.
User Profile information can be used to automatically
populate variables on a Customized Document, or
predetermine common shipping locations.
Administrative Features that Provide a Customer with
Control to Manage Their Own Site
Administrators can reset or change passwords, update
profile information (including name, email address,
phone number, etc.), and maintain a personal address
book with frequent shipping locations. Optional global
administration access provides the ability to add new
users and assign them to user groups and catalogs,
remove obsolete users, and add new or remove
obsolete items from catalogs.
MANAGE SITE IMAGES
Manage Site Image Updates
Powerful administration of site imagery provides
control and timely updates of Catalog Thumbnails,
Electronic Documents, End-User Documentation,
and Help Guides.
MULTI-LANGUAGE SUPPORT
View the Interface in Multiple Languages
CustomPoint can display select content, including
site labels, alerts, reminders, and instructions, in
the language appropriate for each business unit.
Supported languages include —
­ English, French
Canadian, Spanish, German, Italian, and Portuguese.
v1.0 02/2009
5
PRINT MANAGEMENT & FULFILLMENT MODULE
REPEAT ORDER SCENARIOS WITH EASE
No Need to Re-enter Hundreds or Thousands
of Orders
Create and save templates for complex, frequent
orders for future use. Send the exact same order to
all locations on a distribution list, repeat and modify
recent orders, or send different quantities of the
same order components to various locations on a
distribution list — all in one transaction.
PLACE AND MANAGE ORDERS
FLEXIBLE CATALOG INTERFACE
Configurable to Suit Business Needs
Categories and levels can easily be organized to
suit a company’s print needs. Powerful catalog
search options allow searches by item number,
description, and custom attributes — providing
quick ordering capability.
CONFIGURE UNIT OF MEASURE (UOM) BY ITEM
Flexibility in How an Item is Packaged and Ordered
CustomPoint can expose different units of measure
for order entry. For example, one user group can only
order a box, while another user group can select from
a box or a pallet.
CustomPoint’s flexible catalog interface supports up
to three different sized item images (small thumbnail,
medium, and large images) to ensure the correct
item is being ordered. Electronic viewable documents
can also be accessed from the catalog, for a full
representation of the ordered item.
The catalog layout can be toggled between a catalog
grid, listing up to 100 items per page, or a thumbnail
image view that can support up to 21 items per
catalog page.
Advanced features include, but are not limited to:
routing notifications, direct access to real-time
inventory information (for authorized users), access
to extended item descriptions, and visibility to
pricing tiers.
v1.0 02/2009
6
PRINT MANAGEMENT & FULFILLMENT MODULE
NOTIFICATION OF BACKORDER STATUS
DURING CHECKOUT
Provides Up-to-Date Inventory Status to Plan Your
Print Purchases Effectively
include: Zip Code, State, Country or even customerspecific criteria.
Zip code validation logic automatically populates
a valid zip code for any new shipping address or
addition to the Personal Address Book.
PAYMENT OPTIONS
Corporate Invoice or Users Pay Direct
Cost can be incurred at corporate level, or be selffunded by end-users — sales reps, agents, brokers,
dealers and franchisees. Flexible payment options
include —
­ EFT/ACH (Electronic Funds Transfer), EDI
(Electronic Data Interchange) 820, Check, or P-Card
(MasterCard, Visa, or American Express).
CHOOSE SHIP OR DELIVERY DATES
Conveniently Pre-Order Items or Specify When an
Item Must Arrive at a Specific Location
SHIPPING ADDRESS SELECTION
Flexible Shipping Address Options
Users can search for shipping addresses based on
pre-loaded information or can enter a new address
during the order checkout process. Newly entered
addresses can be stored in a personal address book
for reuse on subsequent orders. Several search options
are available for locating a stored address which
INVOICING OPTIONS
Billing Options Designed to Document Transactions
Clearly and Accurately, while Minimizing Time and
Cost Associated with Posting Transactions to General
and Departmental Ledgers
Transactional Invoice — Individual Paper Invoice
Individual invoices are created for each shipment
and are mailed directly to the customer.
Summary Invoice
The summary invoice option is designed for customers
with a high volume of activity/shipments per month.
The summary invoice consolidates activity for
payment purposes and accumulates a number of
transactions on one invoice, with one total amount
payable. The customer determines the timeframe of
summary invoice generation by selecting from a list of
frequency options and also the sort sequence based
on a list of available data fields.
v1.0 02/2009
7
PRINT MANAGEMENT & FULFILLMENT MODULE
ROUTE ORDERS FOR APPROVAL
Maintain Compliance Guidelines and Supervise
Corporate Spending
Configure order approval routing by item. Approval can
be triggered by Item, User ID, Shipping Preference,
Quantity, or Total Dollar Amount of Order. Prevent
approval delays by establishing approval queues which
support simultaneous routing to multiple approvers.
Provide the approver(s) with rights to approve, deny,
and edit order information.
Approval status and history can be tracked in the
Order Status module.
ITEM ALLOCATIONS
Flexible delivery options for summary invoicing can
provide either:
•Hard copy invoice – Mailed to the customer the day after invoice generation via US Postal Service.
•Electronic copy – Email or FTP to the customer the day after invoice generation in an Excel or Txt format. Electronic file delivery provides the greatest flexibility as it allows the file to be re-sorted
upon receipt.
•EDI (Electronic Data Interchange) 810 transactions.
Provide End-Users with Pre-Set Ordering Limits Over
a Period of Time
Define item quantity allocations available for a user
or group of users. Specify allocation timeframes and
define rollover rules.
KITTING
KITTING CAPABILITIES
Order Static, Customized, and Dynamic Kits Online
to Support All of Your Kitting Needs
CustomPoint supports RR Donnelley’s kitting
capabilities in several ways, depending on the
requirements of the client’s kitting program(s).
The application can support end-user ordering of bill
of material kits that are:
•Fully pre-kitted and ordered as finished good kits
•Partially pre-kitted with core components.
Print-on-demand elements are collated on-the-fly
•Materials fully kitted on-the-fly
v1.0 02/2009
8
PRINT MANAGEMENT & FULFILLMENT MODULE
STATIC AND CUSTOMIZED KITS
Pre-Assemble and Stock, or Assemble On-the-Fly
When kits can be assembled and then stored for
future distribution, RR Donnelley will work with a
client to determine the acceptable stocking level and
the appropriate amount. The assembled Master item
is placed into stock. When the Master item inventory
reaches its minimum threshold, the kitting process
is repeated.
CustomPoint also supports kits with personalized or
customized content, fully or partially kitted on-the-fly.
Any print-on-demand, personalized or customizable
components are added to inventoried product
(including any pre-kitted materials if applicable) for
remaining collation at order entry time.
INVENTORY MANAGEMENT
REAL-TIME INVENTORY MANAGEMENT
Manage Total Print Spend Effectively, Avoid Costly
Obsolescence, and Lower Distribution Costs
Linked directly with RR Donnelley’s extensive network
of warehouses and distribution centers, CustomPoint
provides an online view of quantities on hand by
warehouse, reorder points, shipment trends, and
usage to facilitate supply chain management.
DYNAMIC KIT TEMPLATES
Provides End-Users with Dynamic
“Kit-on-the-Fly” Capabilities
A predefined “kit template” can be created by a
kitting administrator. This controls the number of
items available in the kit, and places restrictions
on quantity. The end-user has capabilities for
customizing the kit and its contents within these
predefined boundaries.
v1.0 02/2009
9
PRINT MANAGEMENT & FULFILLMENT MODULE
MANAGE ITEMS
STORE AND MAINTAIN ITEM
SPECIFICATION INFORMATION
Provides a Central Repository for All Item
Specification Data
Maintain detailed information that describes
printed materials:
•Item type and classification
•Features
ORDER STATUS
•Construction
REAL-TIME ORDER STATUS
•Associations (kit component information)
•Catalogs (that item is ordered from)
•Notes and reminders
In addition, customer-specific data can be stored to
help further describe items.
Combine this information with inventory, job, and
shipment history to provide a complete item view.
Check Status and Shipping Details Online for Any
Order Placed Within the Last 24 Months
The order status module allows users to locate orders
with an advanced search feature that offers the
ability to search by order number, invoice number,
item number, date range, purchase order number,
cost center, geographic location or status. Users
can view the original order details and also obtain
access to shipping information. CustomPoint is linked
directly to the Internet-based tracking applications
of a number of carriers. For example, it will show
orders shipped via FedEx, UPS, or USPS by linking
directly into the carrier’s website to display details
of the shipped order. This information includes: date
shipped, current location, date delivered, signature of
receipt, and so forth.
CustomPoint maintains 24 months of historical order
status information.
v1.0 02/2009
10
PRINT MANAGEMENT & FULFILLMENT MODULE
•Order Activity
•Orders Awaiting Approval
•Routed Orders by Reason
•Routing and Approval Statistics
•Shipment Summary
•Trend Usage Analysis - Item Level
•Trend Usage Analysis - Warehouse Level
•Value of Stock Remaining
Robust report features provide the ability to add or
remove columns, filter, sort, perform calculations, or
format within the interface. Save reports in PDF, Excel
or CSV file formats.
In addition to standard reports, custom reporting can
be developed and made available upon request.
REPORTING
COMPREHENSIVE REPORTING
Tools to Help Track and Monitor Total Print Spend
to Effectively Manage and Control Costs
Over 90 standard reports are available online in
CustomPoint including:
•Backordered Item Inventory
•Backordered Order Lines
•Combination Order Analysis
•Inventory Status - Item Level
•Inventory Status - Warehouse Level
INTEGRATION WITH DIGITAL
ASSET MANAGEMENT
•Items Catalog by Item Number
STORAGE OF PRINT AND NON-PRINT ASSETS
•Inventory Status - Job Level
•Items on Order
•Low Stock Report
•Low Stock Report
(Considering Calculated Reorder Points)
•Low Stock Reports - Item Level
•Maintenance
•Open Production Orders
Powerful Storage Provides Users with Access to One
Central File System Regardless of File Type
SECURED ACCESS FOR INDIVIDUALS
AND GROUPS
Defined Access Privileges for Users in Each Workgroup
RIGHTS MANAGED
Helps Regulate Access to Assets
v1.0 02/2009
11
PRINT MANAGEMENT & FULFILLMENT MODULE
FLEXIBLE SEARCH AND BROWSE INTERFACE
CUSTOM ASSET MANAGEMENT REPORTING
With a Custom Browser Interface, Users Can Cut
Through Complex Data Relationships with a Simple
Point-and-Click
Power users can search by any criteria to quickly
locate the assets they need.
Track and Report on Asset and User History for
Up-to-the-Minute Information
INTERACTIVE CROPPING TOOL
HOSTED BY RR DONNELLEY
Helps Cut Batch Repurposing for the Web Down
to Size
ASSET UPLOAD TOOLS
Upload Assets from the Desktop
Enjoy 24-Hour Access from the Desktop without
Purchasing Additional Hardware or Software
POWERFUL FILE CONVERSION AND OUTPUT FILE
DELIVERY FUNCTIONS
Robust Tools Enable Repurposing Digital Files into
Multiple Formats Before Download
CUSTOM METADATA FIELDS
Uniquely Tag Assets to Suit Business Needs
THUMBNAIL PREVIEWS
Provides an Online Preview of Each Asset to Help
Identify and Manage Library Content
v1.0 02/2009
12
DIRECT MAIL CAMPAIGN
MANAGEMENT MODULE
LIST UPLOAD
MULTIPLE LISTS, ONE ORDER
Conveniently Market to a Wider Audience in
a Single Transaction
Increase sales efficiency by allowing users to
combine lists from multiple sources — saved lists
from previous orders, lists stored on desktop, or lists
exported from a Customer Relationship Management
System.
THE RIGHT MESSAGE AT THE RIGHT TIME
Leverage Customized Documents and Digital Asset
Management Features
Create highly targeted campaigns that drive ROI by
increasing the relevance of messaging and imagery.
LIST MANAGEMENT THAT LEADS
Upload a List or Access Corporate House Files
and Prospect Lists
MANUAL SUPPRESSION
The Right Communication to the Right Audience
Conveniently pick and choose the most relevant
recipients for a mailing from an uploaded list, but
maintain the original list for future use.
LIST CLEANSING
Save Money and Increase Deliverability
Uploaded lists are CASS-Certified for address
standardization and zip + 4 barcode accuracy.
Duplicate records are removed to ensure users are
only billed for deliverable pieces to unique recipients.
v1.0 02/2009
13
DIRECT MAIL CAMPAIGN
MANAGEMENT MODULE
SUPPORTS CUSTOMER HOUSE FILES
AND PROSPECT LISTS
PRE-LOAD A CUSTOMER, BUSINESS,
OR CONSUMER LIST
Push Powerful Data to the Salesforce
Provide 24/7 access to a corporate house file, targeted
campaign-specific lists, or prospect lists for use on
Direct Mail Campaigns. Decrease marketing and
administration overhead.
ASSIGN PROSPECTS
Increase the Value of Prospect Data
Prevent cannibalizing prospects by assigning records
to individual agents or reps for their use only. Or, set
record lock-out rules to allow use of data on a firstcome, first-serve basis for 30, 60, or 90 days.
QUERY INTERFACE
Select a Target Audience
CustomPoint’s user-friendly interface allows your
salesforce to select the right audience for their
mailing based on financial, demographic, and
geographic criteria. Or segment a list, allowing sales
reps to easily filter the list by target market.
SUPPRESSION
Maintain Market Relevance, Maximize
Marketing Dollars
Purge lists against existing customer files, do not call
lists, etc. to filter out irrelevant recipients. Send the
right message at the right time to the right audience.
RR DONNELLEY DATABASE MARKETING
Enhancing List Management Capabilities
RR Donnelley’s team of experienced direct mail
professionals can assist you in mining and procuring a
targeted list for a specific campaign or event. We can
help you consolidate and segment your house data
which can then be made available to a company’s
entire distributed network of sales reps, agents,
and franchisees through CustomPoint.
v1.0 02/2009
14
DIRECT MAIL CAMPAIGN
MANAGEMENT MODULE
CAMPAIGN MANAGEMENT
THAT MOTIVATES
CONFIGURABLE CAMPAIGN SETUP
Enable Sales and Marketing Personnel with Instant
Direct Marketing Functionality
Incorporate marketing expertise into each campaign
by bundling the right mail pieces in the most effective
sequence, with the right targeted list to drive response
in an Automated Customer Retention or Acquisition
Program. A distributed sales representative can
become a marketing expert with a few easy clicks.
MARKETING AUTOMATION
Enroll and Forget while CustomPoint Executes
Market while asleep by ordering a Multi-touch or
Subscription program which triggers a series of
communications to a mail list. Assists sales with lead
generation, increasing customer traffic, customer
maintenance & follow-up, targeting high value
customers for upsell, rewarding customer loyalty,
or create fundraising programs for non-profit groups.
CAMPAIGNS ON-DEMAND
Convenient, Branded Marketing
Provides the flexibility and convenience to order a
direct mailing anytime with the list of a user’s choice.
MULTI-TOUCH/MULTI-CHANNEL CAMPAIGNS
Raise Awareness, Change Behavior
Increase response with each “touch” to customers
and prospects. Enable multi-channel effectiveness
by reinforcing printed messaging with email.
CustomPoint conveniently executes.
SUBSCRIPTION CAMPAIGNS
Manage Customer Lifecycle Events
Subscribe to a series of Customer Retention mailings
and let CustomPoint help maintain loyalty and provide
upsell and cross-sell opportunities.
v1.0 02/2009
15
DIRECT MAIL CAMPAIGN
MANAGEMENT MODULE
MULTI-LEVEL REPORTING
Track Campaign Participation
Get a snapshot of order activity and expense estimates
for each level in an organization. Export the data for
presentation and sales comparisions.
PURLs (PERSONALIZED URLs)
BULK CUSTOMIZATION
Enter Once, Customize Many
Customize multiple documents in a complex
campaign through one order form, then easily navigate
through proofs via CustomPoint’s Proofing Dashboard.
Track Campaign Effectiveness
Adding a Personalized URL to a mailpiece allows
tracking of campaign reponse as recipients visit a
personalized microsite. Microsites can be used to
gather or update customer data, provide upsell/crosssell opportunities, collect survey responses, obtain
referrals, and prove marketing results.
ONLINE PROSPECTING
Lead Generation On-Demand
CustomPoint’s lead prospecting tool provides realtime access to a national database of consumer and
business data which can be filtered by geographic,
financial, and demographic criteria. Purchase
recipient lists on-demand for Direct Mail Campaigns
without leaving CustomPoint.
v1.0 02/2009
16
CUSTOMIZED DOCUMENTS MODULE
ROBUST, USER-FRIENDLY
CUSTOMIZATION INTERFACE
Create Customizable Documents Online Using
Rules-Based Templates
•“Drag and Drop” interface for images provides easy graphical selection
•Roller Blinds expand and collapse variable groups to roll-up screen for less scrolling
•Remaining character counter for text entry
•Ability to omit non-variable document pages from proofing process
•Force uniqueness on like variables
•Use customer-supplied data for variable selection
•Calendar pop-up for date selection
•Save customization as “work in progress”
•Upload logos & PDFs from desktop
•Spellcheck capabilities
•Word-like text editor capabilities
PERSONALIZED STATIONERY
Provide End-Users the Ability to Personalize and Order
Stationery On-Demand while Maintaining Corporate
Brand and Guidelines
Personalize business cards, letterhead, envelopes,
and memo pads. Virtually any stationery item can
be personalized to support a corporate offering.
Include invitations or note cards for special events
or to maintain client relations. Expedite the ordering
process by using stored profile data to default name,
address, and phone numbers. Include a photo to
add a personal touch to business cards. Translate
documents into various languages to support a
global organization.
ORDER FROM HISTORY
Save Keystrokes by Recalling Customization Used
in a Previous Order
v1.0 02/2009
17
CUSTOMIZED DOCUMENTS MODULE
ROUTING AND APPROVAL WORKFLOW
Integration with Order Routing Workflow Provides
Approvers the Ability to Approve, Deny, or Edit
Customization Choices
TEMPLATE ASSET MANAGEMENT
Integration with Digital Asset Management
for Powerful Storage and Selection of
Print-Related Assets
ELECTRONIC FILE DELIVERY
SHORT-RUN DIRECT MAIL
Direct Mail to Recipients or Bulk-Ship to One Location
Not “Just For Print” — Flexible Output Options
to Provide Electronic File Delivery of
Customized Documents
•Integration
with robust list management capabilities
•Upload lists at order time or select preloaded house lists or prospect data
•CASS-Certification of data to save money
and increase deliverability
•Intelligent auto-mapping of uploaded data provides fast completion of document variability
FULL-COLOR PRINT OR BLACK IMPRINT
ON PREPRINTED SHELLS
Flexibility to Provide the Right Print Options
Use full-color print to reduce inventory, or imprint on
shells to achieve even more savings.
CUSTOMIZED BOOKLETS
Generate Flexible Page-Count Documents in
Real-Time with Variable Information
•Combine variable and static content within the
same book
•Upload and include multi-page PDF
or Word documents
•Generate a dynamic table of contents
•Generate dynamic provider directories based
on geo-code
•Apply continuous page numbers, footnotes,
and header information to select document pages
•Use one or more stocks to design a book
•Interface with a corporate database for variability
•Select from specific “add-on” items to be collated with a custom booklet, as well as optional
companion items.
v1.0 02/2009
18
IMPLEMENTATION & TECHNICAL SUPPORT
Level 2 support is staffed during business days,
7:00 AM – 7:00 PM CST. It provides more subject
matter expertise than Level 1, and can assist in more
advanced problem resolution or site assistance. Level
2 support includes assisting with advanced functions,
such as user or catalog administration, item setup,
site navigation, site setup, and other more advanced
topics. Level 2 has a direct escalation path to Level 3
technical support.
Level 3 support is available 7:00 AM – 5:00 PM CST,
during business days. This team encompasses the
technical subject matter expertise for CustomPoint,
and has the ability to answer/resolve any question
or issue.
CUSTOMER SERVICE MODEL
Access to Technical Experts from Around the World,
Leveraging the RR Donnelley Knowledge Base
Day-to-day operational support will be assigned
to a Customer Service Representative who will
interface with customers to handle the routine
service questions that may arise. This CSR will
be supported by the appropriate representative at
each manufacturing facility to answer order and
production questions.
Strategic support is provided by an Account Manager
and Regional Sales Manager. These individuals will be
responsible for implementation and ongoing account
management, as well as being a primary point of
escalation when needed.
Technology Support is provided through a combination
of internal and external resources.
ISO-CERTIFIED IMPLEMENTATION PROCESS
The Key to a Successful Implementation
is Establishing an Accurate Plan That Translates
Business Requirements Into an Actionable Project
RR Donnelley has an established team of dedicated,
project management professionals whose sole
function is to implement print management programs.
While every implementation is customized to meet
the specific needs of an account, the Customer
Integration Team follows a well-proven, standardized
process to ensure that all aspects of the conversion
are defined and detailed.
RR Donnelley provides a 24x7 HelpDesk to address
Customer Service issues. This HelpDesk represents
front-line, Level 1, support. The HelpDesk can assist
with user issues ranging from login/password issues,
to general questions regarding CustomPoint. Level 1
has a direct escalation path to Level 2 support and/or
Level 3 support.
v1.0 02/2009
19
IMPLEMENTATION & TECHNICAL SUPPORT
A quick summary of the implementation
process includes:
•Project Initiation – Understanding the project’s objectives, deliverables and measurements.
•Project Requirements – Gathering detailed requirements; identifying gaps, risks
and assumptions.
•Project Solution Proposals – Developing solution options to meet customer requirements.
•Project Planning – Translating project objectives into manageable tasks and assigning resources and target dates to each task.
•Project Statement of Work – Developing the SOW to capture all elements of project deliverables.
•Project Management – Controlling project
activity, communicating progress, resolving issues and managing project deliverables.
•Project Closeout – Confirming that all project objectives were achieved and that all operational requirements have been met.
•Project Transition – Managing the handoff from implementation to ongoing program management
and maintenance.
•Project Audit – Reviewing ongoing customer needs and initial operational procedures to ensure that
the program guidelines are adequate to support ongoing needs.
RR Donnelley eases the burden on the customer by
assigning the people and using the right systems to
implement a program quickly and accurately, enabling
customers to enjoy the benefits faster.
v1.0 02/2009
20
For more information about how RR Donnelley
and CustomPoint can save you money with proven
solutions, contact us at 800.742.4455
GLOBAL PRODUCTS & SERVICES
books
business communication services
business process outsourcing
catalogs
commercial print
direct mail
directories
distribution, logistics and print fulfillment & kitting
document outsourcing & management
e-business solutions
financial printing and communications
forms, labels and office products
magazines
premedia technologies
product usage documentation and in-box materials
real estate services
retail inserts
RFID & barcoding
supply chain management solutions
Corporate Headquarters
111 South Wacker Drive
Chicago, IL 60606-4301
U.S.A.
800.742.4455
www.rrdonnelley.com
Version 1.0
02.2009
Copyright © 2009 R. R. Donnelley & Sons Company.
All rights reserved.
CustomPoint is a registered service mark of the Heritage
Preservation Corporation, a wholly owned subsidiary of RR Donnelley.