Client Profile
The client is the owner of a major weekly magazine of news, ideas, opinion and analysis. The magazine has been in continuous publication since its establishment in 1843 and it's readership spans six countries. Its average circulation tops 1.2 million copies a week. Because of its independent and international editorial perspective, it is read by most of the world's political and business leaders.
Singapore acts as a central hub for processing the requests for new subscribers and renewal of subscription for existing subscribers.
Business Challenge
- The client was facing difficulties in following up with the customers regarding the subscription renewal for the magazines.
- The client used AMPS as the subscribers' information management system to maintain its existing subscribers, add new subscribers and renew the subscribers. AMPS was restrictive in that it accepted new and renewal subscribers information only through a defined file format.
- In the existing scenario, all renewal tele-marketing information was managed and tracked manually. There was a need to automate and have a work flow to stream line this process.
Solution
Call Management System
The Subscriber Renewal Call Management System (SRCMS) developed by Emerio serves as a central location where the information repository resides - from where subscription information is extracted, updated and imported into.
The Call Management System also provides extensive features to handle and record inbound and outbound calls.
- The system provides inputs to the fulfilment team.
- The system has an integrated campaign management system to configure and run new marketing programs and campaigns
- The system has a comprehensive system administration module to manage system usage and security
- System has extensive usage reports to track the system utilisation and performance of telemarketing officers
Service Excellence. Delivered
Emerio made a meaningful difference to the existing process, with the revamped system now having capabilities to:
- Read the renewals list from the AMPS system
- Provide a feature to list and search pending calls
- Capture call information for inbound calls
- Provide a reminder functionality for telemarketing officers
- Create fulfillment details
- Generate invoice
- Create management reports