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Using Experian QAS to survive the holidays

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  • Hi everyone, my name is liz mackenzie and I run marketing programs for our customers here at Experian QAS. During this holiday season we thought it would be nice to give our customer some tips they could use to help them get through this busy time.
  • The time between thanksgiving and Christmas is the busiest time for postal employees. They definitely don’t get a break. The USPS is predicting that almost 19 billion cards, letters and packages are going to be sent during this holiday season. Of those there are thousands of packages that cannot be delivered and end up at the post office recovery center. Those undeliverable packages equate to $1.7 million dollars and after some back-end rework is done only $300,00 worth of items are returned back to the sender or sent to the intended recipient. Leaving $1.4 million of items unclaimed. Take a think about what it would mean for your organization if certain packages, communications, or delivers didn’t get to your customers…what would be the impacts?
  • The holiday season is the busiest time for many organizations. You may see an increase in your order volumes, you could be sending out either holiday cards or packages to loyal customers or vendors. And when you are sending those items out you need to make sure that the delivery of those goods are done in a timely manner and if ever a customer need to get in contact with you the customer service you provide needs to be more than adequate.
  • So here are a few tips you can take along with you throughout the year… Mark packages as fragile -they will be handled with better care and not tossed around potentially ripping off the address label Place an extra address label with the delivery and return address inside a package -this will allow the package to be routed to the appropriate place if for some reason the labels on the outside of the package are removed Your sending out items you are going to want to make sure that they are not damaged when they get there. So packing them properly is essential. Using bubble wrap, packing peanuts, or paper can all help keep your packages secure as they are transported to their appropriate destination
  • If you are an organization that does see an influx of sending packages during the holidays what can that mean to your business? Well first off your business is incurring more costs. It is not free to send cards or packages and when you budget for them you have to think about what costs will be created from those that may be returned and the back end operational re-work associated with it. It doesn’t just cost your organization money but time as well to reprocess returns. Having an accurate address from the start can help alleviate some of those costs and reduce the amount of time spent on reprocessing. Another thing to note is that during this time if people are expecting things from you most likely they will be reaching out to you when the item is not received. Intern increasing call center volume.
  • So what can you do to make sure your items get to the appropriate destination? Well, first off make sure the address is correct. As a QAS customer you know the value of having an accurate address. So when you get the opportunity to confirm a customer or prospects address take it. Whether that is when they are in front of you at POS Calling into a customer care center Or updating their information online This next one may be obvious but make sure all addresses are visible. Don’t wrap packages in wrapping paper as most likely it will get ripped off and therefore taking the addresses with it. And if you are sending a large quantity of items during the holidays and want to meet mailing discounts make sure the appropriate steps are taken. Back end cleansing, National change of address…all of which Experian QAS provides
  • When we look at communication the first question an organization should ask themselves is how do you communicate with customers during the holidays? What is the frequency? What steps are taken to make sure your information is getting to the intended recipient and what are the consequences if that information doesn’t get received. By looking at the contact data you are using and the means in which you obtain that information can greatly impact the effectiveness of your communication. Many organizations have Service Level Agreements or SLA’s. When those are created and communicated to customers it looks bad on an organization when those are not met, especially when they are expecting things to arrive in time for the holidays. As funny as it sounds making sure customer data is accurate can greatly impact their perceptions of an organization. For those organizations who have field service workers that need to make on-site visits…what happens when you don’t have a correct address? Are any expectations set with your customers? If so how are they done. Being able to be true to your word and give customers the experience they expect can go a long way in retaining them. And for many organizations customer retention or loyalty fuels a business. You can increase your reliability of not only your organization but also your customer data by having the right people, processes, and technology in place.
  • I want to thank you for taking the time to listen to this webcast. If you have any questions please feel free to email, call, or visit the information on your screen. Thanks and have a great day!

Using Experian QAS to survive the holidays Using Experian QAS to survive the holidays Presentation Transcript

  • Using Experian QAS to Survive the Holidays:You Won’t Have to Check Your List TwiceLatest Experian QAS Webcast© Experian Limited 2008. All rights reserved. Experian and the marks used herein are service marks or registered trademarks of Experian Limited. Other product and company names mentioned herein may be the trademarks of their respective owners. No part of this copyrighted work may be reproduced, modified, or distributed in any form or manner without the prior written permission of Experian Limited. Confidential and proprietary.
  • What Does the Holiday Season Mean for the USPS® Holidays are no vacation for postal workers Between Thanksgiving and Christmas is the busiest time for the USPS® Almost 19 billion cards, letters and packages are mailed Thousands of packages end up in the recovery centers of post offices  They are there because the recipient information and return addresses are missing or incorrect  Packages that end up there account for $1.7 million  Of that only $300,000 are returned back to the sender © Experian Limited 2008. All rights reserved. Confidential and proprietary. 2
  • What Does the Holiday Season Mean to YourOrganization? Busiest time for many organizations  Order volumes increase  Holiday cards and packages are sent out to loyal customers or vendors  Timely delivery of goods is increasingly important  Customer service needs to be spot on © Experian Limited 2008. All rights reserved. Confidential and proprietary. 3
  • Tips to Ensure Package Delivery Mark packages as fragile Place an extra address label with the delivery and return address inside the package Make sure your package is properly packed  Bubble wrap  Foam peanuts  Paper © Experian Limited 2008. All rights reserved. Confidential and proprietary. 4
  • Impacts of Sending Higher Volumes of Items More costs incurred Increased call center volume Additional back-end operations  Shipping  Logistics  Operations © Experian Limited 2008. All rights reserved. Confidential and proprietary. 5
  • Making Sure Your Holiday Cards and Packages Getto its Destination Confirm addresses are correct  Face-to-face  Phone  Online Make sure all addresses are visible  Recipient  Return Meet mailing discounts © Experian Limited 2008. All rights reserved. Confidential and proprietary. 6
  • Creating a Happy Customer during the Holidays Communicate  Decide how to communicate with customers Set proper expectations  What SLA’s have been set Be reliable  Be available for customers to reach out to you © Experian Limited 2008. All rights reserved. Confidential and proprietary. 7
  • Please visit www.qas.com for more information. © Experian Limited 2008. All rights reserved. Confidential and proprietary. 8