Happy Customers and Increased Revenues... That is Worth Reading About!

Client Background

Fortune 100 subsidiary and worldwide leader in magazine and sundry sales.

Challenges and Requirements

Client had policy of using multiple vendors for order processing and mission critical services that supported a high volume customer service program. Volume spikes and inefficient vendor processes created production backlogs, missed turnarounds and lost orders. Net result of this approach were higher costs and lower than forecasted sales revenue.

The MetaSource Solution

MetaSource moved quickly in its assessment of this operation, working closely with client managers to determine areas of process refinement that would help restore reliability in the turnaround and quality process as well as reduce production costs per transaction. MetaSource implemented a fully integrated mailroom and capture program that included receipt, opening, scanning, domestic and offshore data capture, error resolution, and benefit driven knowledge processing tasks. MetaSource also implemented an image and workflow system that has provided immediate access to order information.

The Result

• Customer agents are able to access orders faster resulting in accelerated problem resolution and fewer lost orders.
• Real time order look up enabled client to reduce the average cost per order by 48%.
• MetaSource was selected as the single vendor within 12 months. We now process over 10 million orders per year.
• Client now has MetaSource manage product return processing, electronic order conversion and customer service problem resolution.
• MetaSource was selected as a Technology Partner of the Year for Contribution to Innovation and Process Improvement

Our program of continuous process improvement has not only strengthened our partnership but has enabled our client to expand its scope of services and stretch the boundary of its customer service provided to its customers.

We Can Help

Contact MetaSource for more information on our mailroom and capture program that can include receipt, opening, scanning, domestic and offshore data capture, error resolution, and benefit driven knowledge processing tasks.