ADP, a global provider of computerized transaction processing, data communications and information services, redesigned its Retirement Plan Statement, incorporating data-driven graphics and variable messaging. The redesigned statement presents account information in a format that is more easily understood, eliminates the need for numerous inserts and improves consistency with Web-based communications.
Published 2003

All Tile, a building materials wholesaler, launched a distributor rewards program to increase customer loyalty and sales. All Tile sent personalized hardcopy program statements that contained messaging based on the distributors assigned sales target and performance to date. Sales increased by 16% in dormant accounts and 5% in active accounts.
Published 2003

Merrill Lynch, a financial management and advisory company, brought the production of statements in-house to gain better control over production and maintain the integrity of the statements by implementing a software solution that integrates personalized document creation with campaign management & tracking and multi-channel delivery. Cost savings are projected to exceed goals.
Published 2003

Schwab Retirement Plan Services, providing securities brokerage and related financial services, upgraded the design of its statements to offer more customization for plan sponsors and more educational information for participants. The redesigned statement makes use of data-driven graphics and positions key information more effectively. The new design won DALBAR award three years running, 2000-2002.
Published 2003

Slippery Rock University (SRU), a comprehensive public university in Pennsylvania, developed a personalized invitation to the freshmen orientation program in order to strengthen relationships with its incoming freshmen. The invitation booklet contained a personalized welcoming message and a pre-filled student reservation form. As a result, more than 80% said the personalized invitation positively affected their attendance.
Published 2003

Sun Life Financial/Keyport, a provider of financial products to individuals and corporations, redesigned its Accumulation and Payout Annuity statements. The statements incorporate variable messaging, data-driven graphics and highlight color to communicate account information in a clearer format. Statements are mailed within five days of end of the quarter, an improvement over the previous 30-45 days.
Published 2003

T. Rowe Price, a provider of no-load mutual funds and investment management services, redesigned its statement to make it more competitive, easier to read and more informative. The new statement design incorporates personalized messaging, data driven line and pie charts, personalized contribution summaries and a personalized investment summary. The new statement has resulted in a reduction in customer service calls.
Published 2003

Ukrop's Super Markets, a family owned grocery store chain, redesigned their Valued Customer program to created targeted reward offers based on the customer's buying history. 17.8% of customers who were not earning rewards earned a reward the next quarter. 40% of customers who had received rewards positively changed their behavior by the next quarter.
Published 2003

Ukrop's Super Markets, a family owned grocery store chain, launched a survey to build relationships with their top customers and learn what areas needed improvement. The first survey received a 23.9% response rate. The second survey was developed using response data from the first survey and personalized questions for past respondents. Response was 52% for past respondents.
Published 2003

Volvo Cars of North America launched a personalized awareness campaign for its Aftersales Business Unit incentive program. A personalized brochure was mailed to each was retailer showing their quarterly objectives and a statement indicating where they stood in comparison to those objectives. The customized printed pieces were combined with online updates. The campaign increased awareness and participation in the program and achieved budgeted sales.
Published 2003