Client Focused


Understanding What Customers Want and Need Helps OSG Serve Them Better


OSG is going through a digital transformation. And they are not alone. OSG’s customers are going through the same kind of revolution. OSG recently created a client success team dedicated to helping understand and support clients in this new digital world.


At the helm of those efforts is Joseph Tetstone. He is now the executive vice president of client success, having previously served as the senior vice president of account management. Tetstone has been with his company for 34 years.


We asked Tetstone about OSG’s commercial operations customers and how he leads the charge to help them.


Q: Who are OSG’s clients? Joseph: OSG reaches a lot of end users, sending more than 2 billion emails monthly. Those customers are billed by clients in a variety of industries. In the past, the company had a significant client base in healthcare, including hospital billing and HOAs for rental properties. Those key verticals remain in 2022, with the company focused on financial, real estate, and government.


Buyers at those clients are typically at the vice president or senior vice president level. The goal is to start the process at as high a level as possible to gain that sponsorship before we make that presentation. We want someone who is really involved in what that entity’s relationship is with the consumer so that we


JOSEPH TETSTONE EXECUTIVEVICE PRESIDENT OF CLIENT SUCCESS


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can help make that relationship better. Often the relationship starts with the CIO or CFO and then continues with a senior vice president.


Q: How have the goals for OSG’s customer base changed? Joseph: The key goals in 2021 – and continuing in 2022 – are to get more clients to expand use of digital products by helping them make that transformation. We have launched what we call a “digital adoption journey.” We help our clients design different marketing messages, such as adding a message to an envelope exterior to encourage digital adoption. OSG’s software can track customized messages on invoices to see what helps drive that digital adoption and analyze those tools to support a 12-month or 24-month strategy. Tweaks can include changing colors, changing messaging, so that the client can see what is working.


It is an ongoing journey. We are continually working with the client to do the heavy lifting to see what is needed to enhance interactions with the consumer.


Q: How have you changed the ways in which you interact with customers? Joseph: Most meetings are now conducted via Zoom, as is the case with much of the world. While many sales leaders and client success managers miss the face-to- face interactions, one positive of the online check-ins is that people are connecting more often. The culture at


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