Overview

We have worked with this client for more than many years and have recently undertaken a complete revision of the end-to-end process for brochure fulfilment. This involves handling the inbound calls, and coupon responses right through to brochure pick, pack and despatch.

Summary of services used

• Data and database management
• Real-time web reporting
• Payment processing
• Inbound call centre
• Outbound call centre
• Daily print and fulfilment
• Data capture

The brief

We were at short notice required to take on and develop a response handling and fulfilment system, working to a tight deadline to ensure continuity of service. With a robust working knowledge of the brochure fulfilment requirements and an implementation team skilled in bespoke system development we were able to successfully meet the challenge, and were up and running with a solution within a month.

On average we handle take 2,600 inbounds calls, handle 18,000 coupons, and despatch over 16,000 brochure packs per month for our client.

Ship Visit Campaigns

For over six months of the year our client runs a 'Ship Visit' campaign – inviting prospects to visit a ship when it’s in port, and to enjoy the full cruise experience. A ship visit is chargeable, so as part of an integrated communication system, we set up real time payment processing, which allows the call centre to handle calls, trigger automated emails, and generate ship manifests, all to meet D-10 days.

Our client can monitor uptake on each visit through real time reporting on the web, giving visibility that help to manage the ship visit process and ultimately manage prospective customers expectations through a proactive approach to the campaign.