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Response Handling & Order Fulfilment
From your information requests and warranty registrations through to order handling and cash/credit card processing. Usually same day and always within 48 hours.
The broadest possible selection of response methodologies is available to maximise your campaign success and profitability.
| Live call handling |
In our 20 seat call centre we handle your enquiries, take orders, process cash and credit card payments, handle stock control and of course despatch the goods or information needed. |
| IVR |
Automated Voice Response available for up to 100 lines if you want to roll out in scale |
| Orderflow |
It’s your answer to web-centred ordering, stock control and despatch. Please ask for a demonstration so that you can judge the depth of its capability. |
| Productflow |
It’s your answer to taking orders on the web, payment processing, on-line stock control and despatch. Again—you have to see it in action. Ask us for a demonstration. |
| E-Mail |
Enquiries/Orders are increasing rapidly from the Internet. We operate 'response' sites on the Internet, your responders to marketing campaigns are immediately able to source more comprehensive information than they may have been possible for you to include at the initial promotional level (for example in an advertisement). |
| Hard copy |
Coupon responses from newspaper advertising campaigns still feature strongly in the equation - particularly on consumer campaigns. Written responses to personalised targeted mailing campaigns can still represent a hefty volume. |
It's our job to link your channels of communication together. For instance - a freephone number that provides information can take an enquiry/order or donation through IVR but can divert to a live operator as required.
However your traffic is received it still requires a standardised database format. Your data protocol must be capable of interpretation with clear visibility as to what media source generated each transaction and what action was taken as a result. Please see the section on database building and data-entry which covers additional services in this area.
Multi-channel response handling is more than answering the telephone and opening the post.
System integration
Is necessary whether we undertake all the activities required to receive your orders through to payment and despatch or if we are only undertaking one element. The process of receiving and processing a request through payment, stock control and fulfilment can be complicated with issues such as out of stock, failed payment transactions, purchase planning and media analysis. First Move recognises this and importantly has the systems and programming knowledge in-house to ensure your transactional processing is carried out seamlessly.
Warehousing
With 35,000 sq ft of fully alarmed production and warehousing, and 1,000 pallet spaces in the Thames Valley you have the power to deliver.
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Full system - we receive on-pack offers, verify the number of coupons, enter details into client database, produce a personalised letter, pick list and dispatch label, update stock system, pack and despatch and enter dispatch information against the customer record in case of a delivery query.
Part system - we download orders twice a day from a client web site, print dispatch notes/invoices, pick the products and despatch. Orders taken before 2pm in our clients call centre are in the mail on the same day.
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