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InfoCision
        Client Relations
Business Processes & Strategies

         Steve Brubaker, Chief of Staff
 Mike Herston, Vice President, IT Client Services

                October 25, 2012
InfoCision: Our history
• Founded in 1982, began making phone calls
  in 1985

• Company name derived from the words
  “Information” and “deCision”

• Under Gary Taylor’s leadership, InfoCision
  became one of the fastest growing private
  companies in America

• Grown from 4 Communicators in 1985 to
  3,500 today.
InfoCision: Today

•   $180 million annual sales

•   Provide full spectrum of direct marketing services
     – Core competency is call centers

•   Currently work with over 100 “brand name” clients
     – 11 Fortune 500 Companies

•   Multiple awards as a top employer
     – Plain Dealer Top Workplaces, NorthCoast 99

•   Average annual growth rate is 10 percent
     – Fueled by continually exceeding client expectations
Our strategy for client relationships
•   Quality
     – Highest ROI

•   Training
     – Invest in training that gives agents the best chance to succeed
     – Get client involved to make agents true brand ambassadors

•   Personalization
     – No two clients are the same
     – Reports and statistics tailored to fit their needs

•   Involvement
     – Scripts can be updated on the fly based on real-time data
Initial Engagement
• Call Center Perspective
   – What problem / opportunity is being recognized?

   – What value does an outsourced partner bring?
      • Critical for success to recognize and remember

   – What defines a successful engagement?
      • What makes the partnership successful in the eyes of the client?
Process Definition
• Define overall process
• Break the process down into steps
   – Understand the “actors” for each step of the process

   – Identify areas that are unclear or present challenges

   – Model the process “on paper”
       • Include failure paths

   – Agree upon the process model.
Customer List
Buying / Giving
History
Client-Specific
Attributes
Data Validations
Address Verification
Demographic
Attributes
Sale, Donation,
Volunteer
Appeal / Pitch Affinity
Information
Verification
Enhanced Data
Buying / Giving
Info
Affinity Info
Information Flow
• Circular process
   – Data from client (or external sources)

   – Pre-call scrub and data append

   – Call Center capture and verification

   – Feedback data to client

   – IMPORTANT  Repeat!
InfoCision
        Client Relations
Business Processes & Strategies

         Steve Brubaker, Chief of Staff
 Mike Herston, Vice President, IT Client Services

                October 25, 2012

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InfoCision Presentation for Taylor Institute CRM class

  • 1. InfoCision Client Relations Business Processes & Strategies Steve Brubaker, Chief of Staff Mike Herston, Vice President, IT Client Services October 25, 2012
  • 2.
  • 3. InfoCision: Our history • Founded in 1982, began making phone calls in 1985 • Company name derived from the words “Information” and “deCision” • Under Gary Taylor’s leadership, InfoCision became one of the fastest growing private companies in America • Grown from 4 Communicators in 1985 to 3,500 today.
  • 4. InfoCision: Today • $180 million annual sales • Provide full spectrum of direct marketing services – Core competency is call centers • Currently work with over 100 “brand name” clients – 11 Fortune 500 Companies • Multiple awards as a top employer – Plain Dealer Top Workplaces, NorthCoast 99 • Average annual growth rate is 10 percent – Fueled by continually exceeding client expectations
  • 5. Our strategy for client relationships • Quality – Highest ROI • Training – Invest in training that gives agents the best chance to succeed – Get client involved to make agents true brand ambassadors • Personalization – No two clients are the same – Reports and statistics tailored to fit their needs • Involvement – Scripts can be updated on the fly based on real-time data
  • 6. Initial Engagement • Call Center Perspective – What problem / opportunity is being recognized? – What value does an outsourced partner bring? • Critical for success to recognize and remember – What defines a successful engagement? • What makes the partnership successful in the eyes of the client?
  • 7. Process Definition • Define overall process • Break the process down into steps – Understand the “actors” for each step of the process – Identify areas that are unclear or present challenges – Model the process “on paper” • Include failure paths – Agree upon the process model.
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  • 9. Customer List Buying / Giving History Client-Specific Attributes
  • 11. Sale, Donation, Volunteer Appeal / Pitch Affinity Information Verification
  • 12. Enhanced Data Buying / Giving Info Affinity Info
  • 13. Information Flow • Circular process – Data from client (or external sources) – Pre-call scrub and data append – Call Center capture and verification – Feedback data to client – IMPORTANT  Repeat!
  • 14. InfoCision Client Relations Business Processes & Strategies Steve Brubaker, Chief of Staff Mike Herston, Vice President, IT Client Services October 25, 2012