SOURCECORP

Client Advocates

What is a Client Advocate?

Client Advocates are responsible for assisting you with the production and delivery of your critical documents. They help you make the most cost-effective and efficient decisions for your needs, and then communicate those decisions to on-site programming and production staff to ensure accurate and timely creation and delivery of your documents.

Which Client Advocate will handle my account?

SOURCECORP works with you to determine which Client Advocate will be the best fit for your business needs. Once a good fit is found, backup Client Advocates are put in place to guarantee that you have clear and consistent communication available at all times.

How do I communicate with Client Advocates?

Client Advocates communicate with you via all available communication channels including telephone, fax and email. Your client advocate works with you to determine what communication channel is best for you.

When are Client Advocates available?

Client advocates are on call and available to you 24/7. During business hours you can reach your Client Advocate by normal communication means. For contact after hours, a set of escalation procedures will be mutually agreed upon during the service level agreement negotiation.

Materials

What are the different envelope sizes offered by SOURCECORP Statement Solutions and how many pages will each hold?

SOURCECORP Statement Solutions helps you to determine which envelope best fits your mailing. The general information for each envelope used in our automated process is:

• #10: Regular letter sized envelope, can hold 1-5 pages.
• #9: Smaller than a letter size, usually included in a mail packet to return payments.
• 6x9: Larger than a letter size, can hold 6-9 pages.
• Flats: Large envelope used for heavy mailings, can hold 10-60 pages.
• Additional packaging is used for shipments in excess of 60 pages.

Will my #10 envelope be a double window or a single window with my logo and return address?

Due to our procurement process, single window envelopes with a printed return address and logo are usually the most cost-effective choice. We can work with you to determine the needs for your specific project and the type of envelope that would be most efficient.

What are the most common paper weights used by SOURCECORP Statement Solutions and which is appropriate for my documents?

Paper weight is chosen largely on the type of critical document that is being printed, as well as on your expectations. Our most commonly used paper stocks are 20 pound or 24 pound paper, which are industry standards for critical communications. We work with you to make sure that the paper chosen meets the exact specifications of your project.

Can SOURCECORP Statement Solutions help procure my marketing inserts?

Yes, we are available to help procure your marketing inserts. We can collaborate with you and our insert vendor to determine your needs and manage procurement for you.

How much stock does SOURCECORP Statement Solutions keep on hand for my jobs?

Stock is ordered according to your specifications, but we recommend allowing us to reorder as needed depending on the volume of your work. In most cases, SOURCECORP Statement Solutions recommends keeping a minimum of three months stock on hand at all times.

Programming/Operations

What data formats can SOURCECORP Statement Solutions accept and what formats are preferred?

We accept a wide range of data formats to make it as easy as possible for you to do business with us. Our staff works with you to understand your current data format, and creates a layout based on the type of documents you desire.

How many documents can be produced in a 24 hour period? What is your standard SLA?

The number of documents that can be produced is dependent upon the specific parameters of each application. Once SOURCECORP has a thorough understanding of your parameters and requirements, we work with you to make a determination on specific SLAs.

What is the difference between pre-print and in-line print and which is right for your documents?

Pre-print is used if there is a color logo or static information on each of your documents. In-line printing is used for completely variable documents. SOURCECORP provides guidance in determining which process is best for your documents.

What is the difference between simplex printing and duplex printing and which is right for my documents?

Simplex printing is when your data is printed on one side of the document, leaving the back page blank or pre-printed with static backer information. Duplex printing involves placing variable data on both the front and back of the document. SOURCECORP is happy to assist you in determining the best way to present your information.

Online Services

What are the factors that drive adoption rates for online services and how can you help me get desired results?

The biggest factor that drives adoption is ease of use. Our solution provides an easy platform to view and pay an invoice. Our team of experts helps you develop an online solution that will seamlessly transfer customers from print to online.

What can I expect as far as the online delivery adoption rate?

Based on our formal adoption program, you can expect to see substantial adoption rates—depending on the specific parameters of your project. SOURCECORP works with you to implement our techniques in the most effective ways for your needs.

What happens when my customers change email addresses?

SOURCECORP understands that change is inevitable, and verifying initial email addresses is critical. We use several techniques to verify email addresses, and we offer solutions for you and your customers to manage future changes.

Do online statements look identical to the printed version?

Online statements are a true fidelity representation of printed statements. We work with you to make sure that both print and online statements are true to your current business rules and branding, creating a seamless transition from print to online delivery.

Postage

Should I be concerned in regards to the USPS IMB (Intelligent Mail Barcode)?

SOURCECORP handles all USPS regulations and compliances, including IMB, on your behalf. We are here to make your mailings as timely and efficient as possible.

Is the IMB a tracking barcode?

The IMB incorporates the information found in the POSTNET™ barcode with the information found in the PLANET Code® barcode, as well as other data, into one barcode. Tracking capabilities are the same as PLANET Code®, offering information on movement of mail pieces within the USPS.

Does the IMB offer destination delivery confirmation?

If you require destination delivery confirmation, SOURCECORP suggests that you use USPS Certified Mail™. We offer assistance in sending Certified Mail™, transforming this manual process into an automated one.

Do I get an additional postage discount because my mail will be using the IMB?

There is not a specific discount for using IMB, but SOURCECORP helps you make sure that you are getting the best postage rate available for your needs.

How often do I need to update my address database?

SOURCECORP works with you to determine the best timeframe and method to update your mailing address database for USPS compliancy. If you are using NCOA^Link®, your mailing address databases must be processed every 95 days in order to remain USPS move update compliant.

What is the difference between Address Service Requested (ASR) and Return Service Requested (RSR) and which is best for my mailings?

Generally, ASR forwards the mail piece to its last known address and a change of address notification card is returned to the sender—ideal for time sensitive critical documents. RSR returns the mail piece to the sender with a yellow sticker containing the Change of Address Notification—a good option to correct addresses for non-time sensitive documents. SOURCECORP helps you to determine which process is right for you based on the type of documents being mailed.

Am I responsible for compliance with the USPS Move-Up-Date regulations?

SOURCECORP assists you in making sure that your database is current (move update) and correct (address hygiene). Our processes help make your compliance easier.

Does SOURCECORP Statement Solutions stay informed on USPS changes?

Yes, SOURCECORP is actively involved with the USPS. We are a member of the Postal Customer Council (PCC), attend the annual National Postal Forum and take advantage of local, regional and national USPS seminars. This assures you we are up-to-date on the USPS and its practices. We encourage our clients to direct postal related questions to us instead of wading through cumbersome USPS manuals for answers.

Does SOURCECORP Statement Solutions mail on Saturdays?

Mail normally drops at a presort facility or the USPS Monday-Friday only, unless special accommodations are required and an agreement is made. SOURCECORP can work with you on these accommodations if necessary.

How does SOURCECORP Statement Solutions determine at what level of presort my mail is metered?

We use your project information to analyze and determine the mail presort qualification rates that will best suit each situation during sales process. In many cases, we will guarantee a specific rate making your budget process easier.

What is the expected date that the USPS would begin five day delivery?

If the Postal Service implements five-day delivery, it will take effect sometime during fiscal year 2011 (Oct. 1, 2010, to Sept. 30, 2011). Though not yet approved, five day delivery would eliminate Saturday home delivery. This postal change, if it happens, will not affect SOURCECORP service regarding release of your documents to the USPS.