Russell Thomas

Loyalty Best Practices - QBR’s Drive Continuous Process Improvement

Quarterly Business Reviews Help MetaSource Learn What’s Important to Your Business and Deliver Targeted Process Improvements

During Quarterly Business Reviews, MetaSource meets with its clients to review our performance over the last quarter and look ahead to forecasts for the upcoming quarter. However, the most important thing we do during those meetings is talk about what the client’s marketing plans are for the next quarter, how they’ll be using the data, what challenges they are having, and how the process we provide is affected by and impacts upstream and downstream events.

It makes sense, right? Instead of developing products in a vacuum, we develop them to meet specific client needs.

•  A mall-based apparel client found that its young-customer demographic produced a large number of undeliverable street addresses. Our Advanced Address Repair process was developed to address their problem. We were able to repair about 90% of their undeliverable records before they ever were added to the client database. The client calculates that those now-marketable records resulted in an incremental $40,000,000 of revenue per year and reduced their customer support call center costs by $1,000,000.
• A big-box-format chain found that while they received a high percentage of email addresses from their customers, about 27% of them were undeliverable. As email marketing became more important to the client, they asked if we could help. Our Advanced Email Repair process resulted, consistently repairing about 60% of the undeliverable email addresses across many clients and producing an incremental $19,000,000 per year of revenue for that first client.
• Two years ago a small client asked if we could expand our then 16-seat call center for a new product launch. MetaSource responded by building a state-of-the-art contact center, inviting the client to keep an office at our facility, and we now have two redundant 100-seat centers helping multiple clients with customer service.

Continuous process improvement is part of the MetaSource culture. Whether it is an external improvement to directly benefit a client as described above or an indirect benefit to our clients such as a recent work-order process improvement, MetaSource listens to and probes for client needs so that we deliver more value to our client. Many of our clients benefit from the process improvements we develop for a single client. The improvement soon becomes a best practice and is adapted by other clients.

Contact me today to learn how MetaSource may be able to help your business grow.

Russell Thomas | VP, BPO Services
115 US Highway 46, Bldg F, Mountain Lakes, NJ 07046-1673
office 973 714 2606 | email rthomas@metasource.com
 

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