Direct response marketers can plug any call center into SalesCenter simply by accessing the call conversion solution across Moulton Logistics’ fully integrated, web-based campaign management and decision support platform. This allows customer service agents to access a single script-driven inbound order management platform regardless of where they are located, even when multiple call centers are utilized. It also enables DRTV and other direct response marketers to add additional call centers on the fly in response to spikes in call volume, then take them offline when traffic levels decline.
“SalesCenter is the direct result of the value Moulton Logistics places on soliciting input from our direct response marketing clients on how we can further enhance the services we provide. Our DRTV fulfillment clients asked for a better way to manage their inbound orders and we responded with SalesCenter,”
SalesCenter enables seamless deployment of comprehensive script-driven order processing functions, including real-time preauthorization of credit and debit card purchases, to internal and third-party call centers as necessary. For direct response marketers in particular, the benefits of a script-driven system are numerous and include fewer input errors and customer complaints as well as increased effectiveness and output uniformity. Agents also require less training to become proficient on these systems than their form-driven counterparts, further reducing costs.
SalesCenter also enhances customer service by eliminating the need to refer callers seeking information on their existing orders to separate customer support number. This presents new up-sell opportunities by providing inbound agents with access to a caller’s purchasing history.
Finally, because orders taken through SalesCenter feed automatically into Moulton’s fulfillment system, the lag time caused when data must be exported from other systems and then transmitted to Moulton Logistics is eliminated. This results in faster, more efficient fulfillment.
“In today’s competitive DRTV industry, the quality of a direct response marketer’s customer service can mean the difference between success and failure, regardless of the quality of the products they are selling. Any glitch in the efficiency with which the initial order and any subsequent inquiries are handled to how quickly the product arrives at the buyer’s door can result in a lost sale and, worse, a lost customer,” said Moulton. “That is why Moulton Logistics goes far beyond traditional fulfillment services to provide our direct response marketing clients with powerful web-enabled tools like SalesCenter and OrderVision™
OrderVision is a web-based CRM platform from Moulton Logistics that allows DRTV and other direct response marketing clients to manage orders and customer service calls from any Internet connection. Fully synchronized with the industry’s most powerful fulfillment and distribution service, OrderVision lets direct response marketers remotely control every aspect of their operations for maximum performance and efficiency.
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About Moulton Logistics Management:
Based in Los Angeles, Moulton Logistics Management (www.moultonlogistics.com)