Moulton's OrderVision Enables DRTV Marketers to Remotely Manage Orders and Customer Service Calls

PRLog (Press Release) - Apr. 14, 2009 - With OrderVision from Moulton Logistics Management, the direct response industry’s leading provider of fulfillment, customer service and direct response analytics software, DRTV and other direct response marketers need only an Internet connection to access and manage customer service operations for maximum performance and efficiency.

OrderVision, an award-winning web-based customer relationship management (CRM) system, is synchronized with Moulton Logistics’ fully integrated campaign management and decision support platform. Order data and shipment status is pulled from Moulton’s live fulfillment database in real time, ensuring accuracy and enabling customer service agents to be more responsive to changing customer needs.  

“With OrderVision, our clients have complete visibility into their data as well as the tools they need to satisfy their customers,” said Patrick Moulton, Director of Marketing at Moulton Logistics Management.  “In addition to logging order details, agents can input individual customer data and capture comments, enabling them to offer a personalized customer service experience.  They also can use OrderVision to modify any aspect of a customer’s order – be it quantity, frequency, or payment type – without having to restructure the entire sale.  That level of insight and functionality lets direct response marketers set the service bar higher.”

OrderVision enables clients to view and manage transactions at every stage, from order entry to delivery. They can use the system to place orders and receive up-sell recommendations based on a customer’s purchase history.  If a customer wishes to establish a payment plan or adjust a continuity plan to reflect changes in the frequency, type and duration, their purchase history remains intact, allowing for more accurate performance monitoring. Once an order ships, agents can also track packages in real time via direct links to FedEx and UPS.  OrderVision even manages returned merchandise authorizations.

“OrderVision gives DRTV and other direct response marketers unprecedented flexibility,” said Moulton. “Their representatives are no longer chained to their call center desks.  If they want to handle sales at trade shows or other events, they can use OrderVision to set up new orders on the fly. And, unlike other web-based systems with scaled down or ‘light’ functionality, OrderVision is a comprehensive CRM system that can be accessed using any standard Internet connection.  It ensures a fully functional and very powerful experience regardless of location.”

Beyond its sophisticated service features, OrderVision also makes it easy for direct response marketers to track and manage service quality and agent performance. Clients can easily identify and address errors in both retail and electronic data interchange (EDI) transactions because the EDI transactions are displayed in a “human-readable” format. In addition, OrderVision attaches recordings of customer service calls to order files, enabling clients to view the entire lifespan of an order when auditing service quality.  They also can generate reports that track their agents’ up-sell and save-the-sale commissions, dispositions and charge-backs.

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About Moulton Logistics Management
Based in Los Angeles, Moulton Logistics Management (www.moultonlogistics.com) utilizes advanced technologies to provide the direct response marketing industry with turnkey direct-to-consumer fulfillment, retail distribution, state-of-the-art customer service contact centers and web-based DR analytics software. Central to Moulton’s offerings is a fully integrated web-based platform that empowers clients to manage all aspects of their campaigns in real-time, providing full back-end visibility and campaign optimization. With 40+ years of experience, automated operations and bi-coastal distribution centers, Moulton Logistics is the one-stop solution provider for the direct response industry’s outsourcing needs.