Case Study: A Large Telecommunications Company

Client improves customer experience and reduces cost by consolidating pre-sale fulfillment in Maritz warehousing data system.

Situation
As a result of several acquisitions, the Client was working with multiple fulfillment houses. The lack of an integrated process resulted in inconsistent branding, customer confusion and high costs in their pre-sale fulfillment of collateral materials. Sales collateral budgets were growing ten percent year over year. Customers were receiving false information. Channels were unknowingly setting false expectations. The Client needed to implement cost cutting measures while enhancing their brand image and customer experience.

Solution
Maritz conducted an audit and assessment of the inventory process. As a result they recommended that the Client move from the traditional warehousing approach to consolidation in the Maritz warehousing data system (a program combining Maritz Loyalty Marketing’s Vault technology with Maritz Rewards’ fulfillment system). By building a client-driven e-collateral management system Maritz provided:

A front-end flexible customized user interface.

  • A flexible and expandable transactional database.
  • Editing and e-storage engine
  • Hard copy storage

A back-end fulfillment engine.

  • Email
  • Traditional

Results
By moving to the Maritz warehousing data system the Client quickly recognized better control of brand image and less customer confusion:

  • Marketing operations reduced spending by 12 percent.
  • Collateral content accuracy rose to 99.9 percent on all collateral content.
  • Order/shipment improved – 99.9 percent accuracy on all orders shipped.
  • User experience and usage rates improved due to custom designed applications for end-user groups. (Brand Communications, Marketing, Channel)
  • Targeted usage rates went from below 50 percent to 90+ percent.
  • Fulfillment improved noticeably.
  • Delivery - 50 percent reduction in delivery time from previous partner model.
  • Reprints - Inventory Manager application allows for more timely, accurate and cost-effective electronic and traditional reprints.
  • Program resulted in estimated annual savings of approximately 10-15 percent in hard and soft costs.