Multi-channel services to help organisations acquire new customers, retain market share and improve operational efficiency.

Transcription

1 Multi-channel services to help organisations acquire new customers, retain market share and improve operational efficiency. parseq.com

2 Parseq at a glance 1 BILLION INCOME RAISED FOR CHARITY 720,000 CUSTOMERS ACQUIRED BY VOICE 2 MILLION PACKS DISPATCHED 15 BILLION PAYMENTS PROCESSED 6 MILLION MAIL ITEMS SCANNED 25 MILLION DOCUMENTS DIGITISED 70 MILLION CALLS MADE 3.5 MILLION CUSTOMERS CALLS ANSWERED Our accreditations and memberships 2 Parseq - multi-channel services

3 Welcome At Parseq we provide multi-channel services to help organisations acquire new customers, retain market share and improve Whether your business goal is to increase revenue, reduce costs or both, our highly regulated multi-channel services will help you achieve them. We support operational functions that help you acquire, retain and improve, such as: \ Customer contact \ Fundraising campaign services \ Mail fulfillment \ Document management \ Finance and accounting \ Banking processing \ Data hosting We re-purpose your operational tasks into operational goldmines that deliver business intelligence and ROI far greater than you could achieve in-house, or by going elsewhere. Providing our clients with measureable benefits has helped us grow into one of the UK s leading service providers. We now have 2,500 team members working across seven UK sites. Together they handle over 70 million calls, process over 25 million items of correspondence and process 24 billion of electronic payments every year and much more. Delivering measureable benefits is also the reason why clients come to us and stay with us. They include the UK s top ten banks, leading utility and telecom providers, insurance companies, local authorities and charities, to name a few. Our work, our clients and our capability, coupled with a 30 year heritage add up to a vast amount of experience under our belts and a lot of knowledge at your disposal. Welcome to the Parseq family. Acquire Retain Improve Parseq - multi-channel services 3

4 01 Acquire Voice, Mail and Digital services designed to increase market share and sales. Voice Outbound Sales Inbound Sales Services Outbound Fundraising Mail Applications & Forms Processing Pick, Pack & Fulfillment Digital Webchat e-enquiry Handling Web Conversion e-fulfillment Our Core Acquire, Reta 02 Retain Voice, Mail and Digital services designed to build customer loyalty and increase satisfaction. Voice Inbound Customer Service Mail Inbound Mail Management Outbound Correspondence Handling Order Fulfillment Campaign Response Handling Our Core Dynamics are the DNA of our business. We align all our services around them. Here you can see what services we provide to help you achieve your commercial goals. Digital Webchat Online Mobile Payments e-fulfillment e-correspondence Social Media 4 Parseq - multi-channel services

5 03 Improve Administration, Payment Processing and Data services designed to reduce costs and improve focus on core business. Administration Archive Scanning & Indexing Workflow Management Document Management Invoice Processing Credit Control Dynamics in, Improve Payment Processing Making Payments BACS Payments BACS Contingency Receiving Payments Fines UK & International Cheque Lockbox Direct Debits Donations Payment Allocation Data Hosting Online Image Repository Cloud Services Co-location Disaster Recovery All our services can be used standalone to strengthen a specific area or combined in any configuration for an organisation or department-wide cost reduction programme. Parseq - multi-channel services 5

6 01 Acquire When the goal is to increase market share and sales our acquisition services are a solid place to start. Highly regulated and multichannel they can improve your sales conversions, speed of response, brand engagement and overall recall. You can use them standalone or integrate them for a wider solution. Either way they are designed to give you a defined and measurable contribution to your new business strategy. Acquire services Voice Our Voice services have three aims; (i) Increase the percentage of calls that convert to sales. (ii) Do so in the most cost efficient way. (iii) Give a great brand experience to the prospect. We call our advisors our Voice Acquirers. Whether working inbound or outbound they are skilled sales professionals with a target driven mindset. They work in a focused sales environment to the highest professional and ethical standards and are seamlessly aligned to your brand. Voice services include: \ Outbound Sales \ Inbound Sales Services \ Outbound Fundraising Mail Accuracy and speed are the fundamentals that drive our Mail services: Whether we are processing your forms and applications or picking, packing and fulfilling your orders we need to reach your customers before your competitors do. The team in charge here are our Mail Acquirers. For them a job well done is about being better, faster and more accurate. But not at any cost. Like all Parseq employees, they have high ethics and professional standards. Mail services include: \ Applications & Forms Processing \ Pick, Pack & Fulfillment Digital Winning sales online is the job of our Digital Acquirers. They thrive in the immediacy of the ecommerce environment. They understand that a slow response, unanswered query or an incorrect delivery can cost our client a sale and reduce the likelihood of a repeat purchase. They know they don t get a second chance to make a first impression. For them it s all about right first time. Digital services include: \ Webchat \ e-enquiry Handling \ Web Conversion \ e-fulfillment 6 Parseq - multi-channel services

7 I m really proud of what I do. I like to think of myself as a brand builder. I represent Parseq s brand to our clients. I also represent our client s brand to their customers. People are relying on me from both sides. If I have a successful day on the phone, both brands are a little stronger than they were the day before. That s a big responsibility, it s also a massive buzz and I absolutely love it. Lindsey Ottey \ Parseq Sunderland Outbound Sales Advisor Mini case study Service provided: Lead fulfillment Increasing market share Background Our client is a leading energy supplier to the UK commercial and domestic market, they provide value for money energy related products and a world class dedicated customer service, offering unbiased energy advice, innovative energy solutions and the highest quality Home Services expertise in the country. The challenge & solution Considering a new sales channel, the client identified a need for a multi-tiered contact centre solution, to support the introduction of field-based consumer lead generation and subsequent customer acquisition/up-sell. They lacked capacity within their own contact centre as well as adequately skilled advisors to do this in-house within the timescales they had set. They sought a partner who could provide: \ A complex multi-tiered solution with in a very short timescale \ A proof of concept already developed to deliver a highly productive sales channel \ A significant increase in customer acquisition at a reduced cost per sale \ An exceptional customer service comparable to their own Parseq satisfied all criteria and set about appointing a multi-skilled inbound customer service team and telemarketers. Bringing our extensive knowledge and experience to bear, we launched the new telesales channel within just 2 weeks of being selected. The results The project was implemented on time and within a year. Parseq achieved: \ More than 140,000 leads validate and converted to sale \ More than 52,000 additional product sales \ A significant reduction in cost per sale \ A significant improvement in customer acquisition and retention \ All targets met and service levels achieved The new channel has been operating since Not only did we achieve all original objectives we worked with them to develop a continuous cycle of improvement to enhance sales performance. Parseq - multi-channel services 7

8 02 Retain Building customer loyalty and retaining market share are the focus of our retention services. Through each of these services we maximise the experience your customer has of your brand to keep them happy and to keep them coming back. Our retention services deliver faster response times, faster retrieval of information and accurate provision of information. They can be deployed whether you require support in one specific channel or are developing a cross departmental strategy of existing business growth. Retain services Voice Solving problems, dealing with complaints and answering queries is the task of our Voice Retainers. Their goal is to deliver the feel good factor; plain and simple. They are naturally friendly and empathic individuals who just love to chat. They also know that helping customers when things go awry is a perfect loyalty building opportunity. Solving problems, changing moods and doing so in a time and cost efficient manner is a great day at the office for this team. Voice services include: \ Inbound Customer Services Mail Just because an interaction or transaction is happening by post doesn t mean it has to be slow or difficult. Our Mail Retainers pride themselves on providing super fast and efficient mail based communication. They love working fast, as well as gathering and sharing intelligence with your internal teams. Mail services include: \ Inbound Mail Management \ Outbound Correspondence Handling \ Order Fulfillment \ Campaign Response Handling Digital Like any business, sustainable ecommerce depends on repeat sales. A repeat sale will only materialise if a customer has had a positive previous experience. Maintaining consistently high quality experiences is the work of our Digital Retainers. Whether they are talking to a customer via webchat, processing mobile payments or fulfilling orders, every detail counts. They have your customers in their care and that s a responsibility they take very personally. Digital services include: \ Webchat \ Online Mobile Payments \ e-fulfillment \ e-correspondence \ Social Media 8 Parseq - multi-channel services

9 Sometimes we have to deal with difficult customers. But we just put ourselves in their shoes and ask ourselves whether we d be upset if the same thing had happened to us. The really great thing about our job is being able to help people. My team get to be the ones who put things right. How nice is that? Harjit Singh \ Parseq Sunderland Customer Services Manager Mini case study Service provided: Inbound contact centre and fulfillment services Increasing loyalty Background Our client represent the producers, theatre owners and managers of the major commercial and grant-aided theaters in central London. One of their services is Theatre Tokens, the UK s only national gift voucher scheme that is administered on a not for profit basis. Tokens can be used at more than 240 participating theaters throughout the UK. The challenge & solution Our client administer Theatre Tokens from their head office in London but, due to the scheme s success decided to outsource the handling of customer orders via their website and phone service to an external partner in order to respond to seasonal patterns faster and more cost-effectively. Parseq ensures that our client s inbound lines are open for sales throughout the year maintaining transparency and consistency throughout. Peaks and troughs are dealt with seamlessly through our flexible working model. For example, in November and December staff resource can increase by as much as 400%, to guarantee calls are answered within agreed service levels and that packs are completed and posted the same day. The results Parseq delivered as promised. All calls were answered and all orders were dispatched on time. Now we work with our client to devise incentives and marketing ideas to increase order value. The support that Parseq provides is unparalleled. They have a very thorough understanding of the Theatre Tokens product and their experience, expertise and technical knowledge means that we can rely on them to always deliver a good service. Parseq - multi-channel services 9

10 03 Improve Reducing the operating costs and burden of administrative functions within your organisation is where our improvement services can help. If it s a routine based action, we can do it for you. We can improve your speed, accuracy and reduce costs at the same time. And if we can leverage our synergies to show you benefits you never thought possible, we ll do that too. Improve services Administration Administration of any size can be expensive. If the administration involves routine-based tasks that haven t been assessed for some time, it can also contribute to inefficiency and missed opportunities. Here s where our Admin Improvers can help. They take the mundane and turn it on its head. They are experts in finance and document administration. They are passionate about saving money and finding transformative ways of working for every client. Administration services include: \ Archive, Scanning & Indexing \ Workflow Management \ Document Management \ Invoice Processing \ Credit Control Payment Processing Through our payment processing services we can process and manage payments of all kinds, including fines, credit control, BACS matching and payment allocation. Security and compliance and the ability to work in tightly regulated markets are essential in this area. Our processes meet some of the highest standards in the world but that wouldn t be possible without the detail obsessed number crunchers we call our Financial Improvers. With their incredible speed, accuracy and obsession for all things compliance your payment processing will be in the safest of hands and you ll reduce costs too. Payment Processing services include: \ BACS Payments \ BACS Contingency \ UK & International Cheque Lockbox \ Direct Debits \ Donations \ Payment Allocation Data Hosting It s one thing to scan paper documents for digital retrieval, it s quite another to interrogate an entire database and call up specific information to respond to customer queries in real time. This is what our online image repository does. It s ideal for those clients looking for benefits over and above standard scanning and storing. As well as hosting document data, we also provide co-location and Cloud storage facilities for those clients requiring additional security and peace of mind in the event of a disaster. Data Hosting services include: \ Online Image Repository \ Cloud Services \ Co-location \ Disaster Recovery 10 Parseq - multi-channel services

11 Sometimes when clients outsource their services to us, they expect we ll do exactly what they did in-house but at a low cost. But they re coming to the professionals. Cost is just the first objective. We ll also try and improve their speed and accuracy. Our systems are world-class and we try and leverage that to show them different and better ways of working too. Lee Fenlon \ Parseq Rotherham Project Manager Mini case study Credit Control Management Reducing overdue debt Background Our client is a subsidiary of a global brewer and is responsible for the development of their international premium brands across the UK and Ireland, servicing the requirements of a wide variety of customers, ranging from independent outlets and cash & carries, to wholesalers and large multiples. The challenge & solution Overdue debt had become an issue for our client and they made a decision to outsource their credit control function, in order to concentrate on the core activities of brand development and customer service. Parseq was chosen for its Credit Management expertise and immediately introduced a range of initiatives to reinforce our client s credit management policy, reduce bad debt risk and increase cash collections, month on month. We provided a dedicated team of people that managed their Accounts Receivable process from the release of the initial order, through to dispute resolution and on to the final allocation of cash received from the Customer. Working remotely from our client s base in Woking Surrey, the Parseq team maintains a very close relationship with their finance group, communicating on a daily basis. The results In the 6 years that Parseq has provided credit control management on behalf of us for our UK customers, the percentage of overdue debt has reduced from 34.5% to just 1.1%. The results speak for themselves, improving year on year and delivering value to back. The team in Parseq have a close working relationship with finance, sales, IT and supply chain to ensure issues are known early and resolved quickly. Their support and professionalism has allowed the business to focus on its core activities and successfully grow the business. Parseq - multi-channel services 11

12 What next? Contact us: Rotherham Lowton Way Hellaby Rotherham S66 8RY T: +44 (0) Acquire Retain Improve Sunderland 1 Victory Way Doxford International Business Park Sunderland SR3 3XL T: +44 (0) Glasgow 2nd Floor 1 Central Quay Glasgow G3 8DA T: +44 (0) London Pentonville Road Islington London N1 9HS T: +44 (0) E: [email protected] Follow Parseq Limited. All rights reserved