Taylor Communications SCS: Transforming to Meet Changing Market Demands

Recognizing the challenges associated with making the digital transformation in customer communications, Taylor Corporation created a new organization called Taylor Communications, Secure & Customer Solutions, Inc. (Taylor Communications SCS). This article explores how Taylor has taken its printing and mailing capabilities to a new level by integrating its communications with advanced digital platforms to enhance the customer experience.

Taylor Communications SCS blends the technical expertise of NEPS with the resources of Taylor Communications, Progressive Impressions International (pii) and Venture Solutions to create a company that is uniquely positioned within the customer communications management (CCM) industry.
The overall objective of the newly-formed organization is to offer clients a single source to create an integrated customer communications strategy in a secure environment.
To help effectively target the right customers, the Taylor Communications SCS portfolio makes it possible to map the customer journey, analyze and mine customer data, ensure effective document design for print and digital communications, and develop initiatives to drive consumers to digital channels.
Taylor Communications SCS has a web-based tool set called SCS Conductor that empowers end-users to have access to the latest marketing information while maintaining brand control and compliance.

By Barb Pellow

Introduction

With a world of information readily at hand, countless emails crisscrossing the globe every minute, and video chat instantaneously connecting people and businesses across continents with ease, consumers’ expectations for timely, personalized, and highly polished communications have become increasingly difficult to meet. Recognizing the challenges associated with making the digital transformation in customer communications, Taylor Corporation saw a need to take printing and mailing to a new level.

About Taylor Communications SCS

The result of this realization was a newly minted organization known as Taylor Communications, Secure & Customer Solutions, Inc. (Taylor Communications SCS). This new organization blends the technical expertise of NEPS with the resources of Taylor Communications, Progressive Impressions International (pii) and Venture Solutions to create a company that is uniquely positioned within the customer communications management (CCM) industry. The team of 1,000+ employees encompasses more than 300 technical specialists, including business consultants, proven vertical market and communications experts, data specialists, technology architects, and solutions creators. The organization also has a national footprint of seven geographically dispersed high-tech digital and traditional print and mail facilities across the United States.

By consolidating skills from the four organizations, Taylor Communications SCS is focused on building out B2B and B2C experiences that exceed expectations. The integrated company is leveraging traditional output and new digital technologies—social media, mobile, analytics—to shape customer engagement and deliver strong ROI. This new solution group features a seasoned team of professionals that can take enterprises beyond omni-channel communications and business support and connect strategy with strong execution. The team has the skills to align front, middle, and back office functions around needs to help better engage customers while increasing revenue and reducing costs.

The overall objective of this organization is to offer clients a single source to create this integrated customer communications strategy in a secure environment. According to Sara Schlauderaff, Vice President of Taylor Communications SCS, “Taylor understands the vital role that communications play in enabling our clients to connect with consumers. The new Taylor Communications SCS was designed to give our clients access to the right resources to get customer communication delivered when, where, and how customers want it. Our team will help companies manage critical customer communications, while also supporting initiatives for new customer acquisition and retention.”

Critical Components of Taylor Communications SCS Strategy

Schlauderaff highlighted that the objectives of this new organization are four-fold and shared her perspective on what this means to Taylor Communications SCS clients. The structure is designed to support clients with the following:

1. Targeting customers through the delivery of innovative omnichannel products and solutions

For Taylor Communications SCS, target marketing means working with clients to break markets into segments and helping them concentrate their marketing efforts on one or a few key segments consisting of the customers whose needs and desires most closely match the product or service offerings. Target marketing can be the key to attracting new business, increasing sales, and ensuring business success. To help effectively target the right customers, the Taylor Communications SCS portfolio makes it possible to map the customer journey, analyze and mine customer data, ensure effective document design for print and digital communications, and develop initiatives to drive consumers to digital channels.

2. Attracting new customers with predictive marketing analytics and marketing communication services

Although attracting new customers is no easy task, Taylor Communications SCS has committed to working with its clients to develop new and innovative strategies that make their businesses stand out from the rest. Schlauderaff elaborates, “Improving customer acquisition is one of the primary challenges that an organization faces. It is important to identify critical approaches to enhance customer acquisition power. This means acquiring the right number of attractive customers at a low cost. Our SCS organization works with clients to help them acquire new customers through well-targeted omni-channel promotional campaigns.”

Critical to the acquisition process are solutions that understand clients’ business strategies and objectives. Taylor Communications SCS offers services that analyze all data sources, including offline purchase information, consumer and business prospect lists, and online interactions (e.g., Facebook, Twitter, and cookie and mobile ID pools). The company can design and execute a campaign to reach desired high-probability consumers. Selected data files are developed, and documents with personalized messaging are properly composed and distributed via print, e-mail, SMS, or e-docs. Tools are also available to manage new leads and track the overall ROI of any marketing initiative. Taylor Communications SCS understands how to deliver new customers to its clients.

3. Managing secure customer communications

For regulated industries in today’s market, it’s difficult to ensure that both digital and physical communications are compliant. If you asked those who send out messages in regulated industries if all of their communications were compliant, the answer would likely be a hesitant "maybe." The reason for this is simple—staying compliant with the complex laws that surround digital and physical communications in regulated sectors is a big challenge. When you consider that these laws may vary from industry to industry (and in different geographic locations), compliance becomes even more difficult. Taylor Communications SCS has strong expertise in regulated industries, including financial services, insurance, and mortgage banking.

The SCS NSite Control Center is a comprehensive platform that supports secure management of a wide range of document applications for large enterprises, encompassing both outsourcing and content management requirements. The NSite Control Center can be deployed on customer premises or via a hosted model. The cloud-based delivery option ensures secure access to the most current best-fit technology without excess capital expenditures.

4. Empowering clients with self-service and production dashboard solutions

Frequently, organizations have large distributed workforces that need to get timely communications to clients to support promotions, special offers, or general information. Examples include insurance firms with agent networks, manufacturers with a distribution network, or banks with a large number of branch locations. SCS has a web-based tool set called SCS Conductor that empowers end-users to have access to the latest marketing information while maintaining brand control and compliance. The platform is currently used by over 130,000 agents, dealers, advisors, franchises, dealers, and advisors. The leading, app-based enterprise marketing platform includes:

A state-of-the-art user interface
Highly configurable templates
Customization without code
Rules & workflow options
Utilization reporting of marketing programs and promotions
Streamlined production & fulfillment through automated systems

For end-users with a focus on transactional correspondence-related communications, Taylor Communications SCS has tools that enable insurers or financial services firms to create, approve, and deliver regulatory compliant, accurate correspondence to customers across print and digital channels with no reliance on IT personnel.

The Bottom Line

In today’s ever-changing communications landscape, enterprises need a CCM capability that does more than get work done faster—it must adapt to and initiate rapid changes. Enterprises need communications that conform to multiple channels from a common source and content that aligns with the customer and the conversation. This requires streamlining customer communications management to efficiently operate at scale while keeping pace with business needs and regulatory changes.

The newly-structured Taylor Communications SCS is proving to be a reliable partner of choice. The company’s team is ready to provide enterprises with a robust set of capabilities to satisfy a number of critical communication requirements, including:

Leveraging innovative print, mail, and digital technologies without ongoing infrastructure
Improving content and organization with expert design services that are clean, understandable, and easy to navigate
Optimizing postal discounts with consolidation, commingling, and regionalization
Meeting all business and regulatory production requirements
Effectively engaging customers with targeted communications that improve customer engagement and grow revenue
Providing robust tools to simplify production in a hosted environment via a firm’s secure data center environment

In an environment where customer communications are at the heart of business, Taylor Communications SCS stands ready to deliver!

For more information, please join us Thursday, November 29, 2018, at 2 p.m. EST for a Webinar presentation. Keypoint Intelligence – InfoTrends’ consultants Barb Pellow and Karen Kimerer and Taylor Communications’ Vice President Sara Schlauderaff will provide data points and discuss market trends that are shaping the CCM industry today. Click here to register!

About Barb Pellow

A digital printing and publishing pioneer as well as a marketing expert, Barb Pellow of Keypoint Intelligence – InfoTrends helps companies develop multi-media strategies. She assists businesses in creating strategies to launch new products, build strategic marketing plans, and educate the sales force on delivering value.