Zumbox CEO Steps Aside as the Company Enters its Execution Phase

Matt Swain
Aug 2, 2013

Zumbox CEO John Payne has stepped aside and is taking some time off as the company enters its execution phase. Recently-named Zumbox President, Gordon Adams, has taken over leadership and had this to say about John’s decision:

“John Payne has been an incredible visionary and played a key role in driving the digital mail industry forward. The Zumbox team is thankful for his many contributions and the market momentum we are now enjoying as a result. I am excited about opportunity to lead Zumbox and with our executive leadership team we are poised to drive the business into the next phase of our lifecycle and executing on our strategy.”

The next phase includes an accelerated onboarding of new partners, an overhaul of the look and feel of the Digital Postal Mail customer interface, as well as increased focus on a syndication model (where Digital Postal Mail content will be available through other companies’ websites). Through a partnership with KUBRA, Digital Postal Mail has a new utility live this week and a large national insurance company currently implementing the platform. Other partners continue to bring on new mailers across key verticals, with announcements forthcoming.

With these new (and forthcoming) partnerships, as well as its embrace of a syndication model, Zumbox decided it was important to place more emphasis on the brands within the user interface. While it has not been finalized, here is an early view of what the updated user interface may shift to in the coming months.

Early view of the new Digital Postal Mail user interface due in Q4 2013

Since joining Zumbox as Senior Vice President of Product and Technology late last year, Chuck Teller has focused on updating the layout of the user interface to benefit users, mailers, and syndication partners. Adams noted:

“Chuck and his team have done a great job redesigning the user experience to enhance the presence of the brands sending digital mail and to simplify the reading and organizing of documents for consumers. The new interface also seamlessly fits into and upgrades our syndication partner’s website.”

Between our 2011 study The Emergence of Digital Mailbox Services and our recently-completed research on The Future of Multi-channel Transactional Communications, several things became clear:

  1. Consumers support the concept of digital account consolidation
  2. Consumers lack familiarity with digital mailbox services today
  3. Businesses who are not partnering with digital mailbox services say that the primary reason is that their customers are not asking for these services
  4. Consumers would most trust a major bank, financial institution, or companies they already do business with to provide consolidation services
  5. Businesses want to drive customers to their own sites and are considering options for incorporating a digital mailbox service of their own

With these insights in mind, Zumbox announced a partnership with eMoney Advisor in April that is now live. In a comment about the partnership provided by Edmond Walters, Founder and Chief Executive Officer, eMoney Advisor, he stated:

“Our commitment to providing advisors with innovative value-added services has naturally led us to the integration of Digital Postal Mail. Clients can now experience the benefits of paper-free lives through the ability to pay bills, view their investment statements and archive critical financial documents through our client portal that can be securely accessed at any time, from any device.”

By offering its digital mailbox to eMoney (and other syndication partners in the future), Zumbox expects to accelerate consumer adoption through a single sign-on integration between Digital Postal Mail and its partners.

The move to syndicating content is in line with how we are seeing the market evolve. For instance, Eco-mail is a start-up that is coming strictly from an “exchange” perspective with no desire to have a consumer-facing portal. It will act as the middleman between senders and distributors, much like Fiserv does to enable e-Bill distribution through its bank channel.

Our research has led us to project that 20% of consumers will use consolidators as their primary access point for bills and statements by 2017 due to improved user experience, expanded service functionality, and increased consumer exposure to the services. With more national mailers enabling and promoting digital mailbox services–as well as growing interest in supporting content distributed through multiple existing consumer destinations–we expect to see consumer embrace of the channel accelerate.


Matt Swain
Associate Director, Document Outsourcing

Since completion of our landmark study, The Emergence of Digital Mailbox Services, InfoTrends continues to track, present on, and consult for the digital mailbox services market in addition to our broader tracking of the customer communications delivery and payment markets via studies like our recently-published study entitled The Future of Multi-channel Transactional Communications.

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