On October 25, 2012, InfoCision Chief of Staff Steve Brubaker and Vice President - IT Client Services Mike Herston spoke to a graduate level Customer Relationship Management (CRM) class at The Taylor Institute for Direct marketing at The University of Akron. Their talk focused on InfoCision's relationship as a call center and direct marketing provider with our valued clients.

1. InfoCision
Client Relations
Business Processes & Strategies
Steve Brubaker, Chief of Staff
Mike Herston, Vice President, IT Client Services
October 25, 2012

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.

9. Customer List
Buying / Giving
History
Client-Specific
Attributes

10. Data Validations
Address Verification
Demographic
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