PCF Solutions. Sales & Telemarketing. Home Delivery & Fulfillment. Customer Care

Transcription

1 PCF Solutions Sales & Telemarketing Home Delivery & Fulfillment Customer Care PUBLISHERS CIRCULATION INC. FULFILLMENT,

2 Who We Are PCF is Publishers Circulation Fulfillment, with facilities across the country, ready to serve you in sales/telemarketing, distribution and customer care. Publishers Circulation Fulfillment, Inc. is a recognized leader in home delivery and newspaper fulfillment services. But we are much more too. Almost 20 years in business, PCF has grown from being a dedicated circulation support business for the newspaper industry to becoming a comprehensive sales, delivery and customer care business available to clients in diverse industries. PCF has helped customers dramatically increase circulation and improve service quality and customer loyalty. No one else in the industry offers our combination of sales, delivery and customer care. Firmly rooted in the newspaper business, PCF has realized that there is an opportunity to use our existing resources for other industries, in fact, for almost any type of business that requires or could benefit from telemarketing/sales support, fulfillment services and/or customer support.

3 Background Jerry Giordana PCF President Entrenched Sales & Telemarketing Infrastructure A solid telemarketing and sales infrastructure has allowed us to build our reputation for excellence. PCF covers strategic U.S. locations in multiple time zones with five telemarketing sites equipped with over 300 workstations. Founded in 1983 by Jesse J. Giordana, a pioneer in newspaper circulation, PCF grew up serving The New York Times. For years, PCF has sold, serviced and delivered The New York Times to countless doorsteps. Over time, PCF has grown to serve numerous other national newspapers The Wall Street Journal, USA Today, The Financial Times, Investor s Business Daily, The New York Post, The New York Daily News, The Boston Globe, The San Jose Mercy News, The World Journal, The Christian Science Monitor and, as always, The New York Times are some of our valued publication clients. Now, PCF is expanding to also provide the same outstanding services that helped create our reputation in the newspaper and publication industry to clients in other industries. Following is a summary of our services. We have the technology, training, structure, verification and reporting systems to serve your telemarketing needs. PCF can help you not just get but also retain customers. For example, our "Stop the Pending Stop" program and "Step Up," part of an Anti-Attrition program, have been proven successful. We know that customers who pay with credit cards retain longer. We work hard to convert your customers to this form of payment, with programs such as postcard mailings, gifts for converting and incentives accompanying customer bills. Reward programs help maintain loyal customers. PCF provides contact center, administrative and fulfillment services for special amenity and loyalty programs. PCF realizes that good telemarketing generates more, new and better customers for you. Experience confirms this.

4 Leading Home Delivery & Fulfillment Systems Setting the industry standard for home delivery, PCF has over 160 home delivery depots and currently provides home delivery services in 25 states and growing. With locations across the entire U.S. (see map on reverse), we have the capability to deliver virtually anywhere in the country. Always working to improve our alreadysuccessful systems, we enlist people and technology to stay on top of delivery and route status information. We employ mapping software (to maximize the efficiency of delivery, time and mileage and to reveal the opportunity for increased capacity) to streamline the delivery process. With home delivery, we also can distribute samples/ advertising inserts and we re experienced in third-party delivery management. We believe our success is directly attributable to the hard work, initiative and creativity of our roughly 2,300 employees working at facilities nationwide. Making our home delivery capabilities even stronger, we also contract the services of nearly 7,000 independent carriers. PCF maintains 3,600 routes with a circulation of 460,000 daily and 530,000 on Sundays. Our time-tested delivery system helps minimize complaints to you. Dedicated Customer Care Solutions High-quality customer care retains the customers you work so hard to get. From its inception to today, pleasing customers is the essence of fulfillment to PCF. The cost of attracting a new customer is five times greater than retaining an existing one. We can help you achieve the goal of longstanding, loyal customers while expanding and reaching out to new ones. PCF s contact centers develop and support customer relationships through world-class methods of customer-preferred contact and interaction. We provide shortened response times and efficient/reliable resolutions. We operate three inbound call center sites with over 340 stations. Strategic technologies used include integrated computer and telephone knowledge management systems and multicommunication channels. Knowledge, background and resources that PCF provides can help save you time and costly mistakes, while increasing sales and facilitating distribution. PCF has the experience, infrastructure and facilities to help you grow and organize your customer contact systems, no matter what industry is yours. See the back cover for our contact center locations.

5 Our clients say that our service and reliability allows them the freedom to do more strategizing and leads to more and better business for them. We offer our services to you as a partner in your growth. To learn more about how we can help, please contact any of the people below. Sales / Telemarketing Michael Duke michael.duke@pcfcorp.com PCF U.S. Facility Locations WA OR NV CA ID AZ UT MT WY CO NM ND SD NE KS OK TX MN WI NY MI IA PA IL OH IN WV VA MO KY NC TN AR SC AL GA MS LA FL ME VT NH MA CT RI NJ DE MD Home Delivery / Fulfillment Tom Dressler tom.dressler@pcfcorp.com & Joe Neuhof joe.neuhof@pcfcorp.com PUBLISHERS CIRCULATION INC. FULFILLMENT, telemarketing sales hubs home delivery depots areas customer care centers Customer Care Michael Duke michael.duke@pcfcorp.com

6 Contact Center Locations Pensacola, FL Orland Park, IL Revere, MA Waltham, MA Hackensack, NJ Rockleigh, NJ PUBLISHERS CIRCULATION INC. FULFILLMENT, Web Address Corporate Headquarters Publishers Circulation Fulfillment, Inc. 22 West Pennsylvania Avenue, Suite 505 Towson, MD