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Case Study: A Collectible Industry Company

Case Study: A Collectible Industry Company

Client Needed to Protect Customer Relationships While Outsourcing Fulfillment

Situation
A multinational entertainment company found it difficult to deliver their popular collectibles to their dealers and collectible clubs. In-house operations had high operational costs and low efficiencies. They placed strong value on their customer relationships, but they realized that call center operations and fulfillment were not part of their core competencies. In looking for an outsourcing partner, they needed to find a company that would have a real passion for customer service.

Solution
Maritz Rewards, with its commitment to operational excellence, offered the right cultural fit. Their fulfillment experts, along with their financial and inventory reporting expertise, helped the client to streamline its product line reducing storage and carrying costs. They provided enhanced customer call center service through a dedicated staffing approach. They transitioned the entire fulfillment process (including $2M in inventory) from the in-house operation to Maritz in only 37 days. Maritz also made a number of additional recommendations regarding efficiencies and more effective processes to add to the operation of the business.

Results

The client can now measure what it costs them to fulfill an item to the dealer, which was not possible previously.
They have been able to control and reduce the amount of inventory and increase the turns of inventory, leading to positive net financial results.
Through quarterly reviews of the program, Maritz Rewards was also able to deliver valuable information, best practices, and process improvement recommendations to increase the overall efficiency and effectiveness of their program.
Maritz Rewards was able to stem some of the attrition that the client was experiencing in their club by giving their club members “white glove” treatment when they called into the call center.
Maritz was also able to reduce the head count within the call center operation and bring efficiencies into that operation.