The customer is a leading provider of technology solutions for small, mid-size and large firms that help them connect with customers to build loyalty and grow revenue. Many of the company’s solutions are delivered on open platforms to best organize, analyze and apply both public and proprietary data to two-way customer communications including direct mail, transactional mail and call center communications in its solution mix along with digital channel messaging for the Web, email and mobile applications.
The organization was looking to improve the efficiency of key business processes with a focus on services provided to the world’s leading online marketplace. At the heart of the project was the need to move from manual processes to a technology driven solution to support labels creation, payment processing, payment reconciliation and business reporting.
A CSG principal led this organization transformation. The project resulted in the design and implementation of a solution that allowed online market place customers across the world to purchase and generate labels for package shipping, facilitate payment for the labels through PayPal, and reconcile payment for the labels between PayPal and the USPS through a robust, highly audited reconciliation process. This highly unusual post-pay, label generation and reconciliation process was responsible for performing over 130 million transactions with over $1B of funds processed annually.
Other services include postage rating, address verification, shipment tracking, carrier pickup, record manifesting, and transaction reconciliation.