Dear Customer, Thank you for choosing Emailcenter as your email service provider. We understand that service is really important to you achieving your email marketing goals. While Maxemail offers a vast range of functionality, you can t achieve everything with technology alone our people and the service we offer is the key factor as to whether you can move your email marketing forward. That is why we have devised our own commitments to customers about the standards of our service. From your support needs through to how we charge you for our service, protect your data and continue to innovate Maxemail on your behalf, we have defined those standards. We appreciate that there are many other email vendors you could have choosen to work with, which is why I can assure you we will do everything to make sure the service we offer is first-class in all areas. If there is anything you feel that is below your expectations please feel free to contact me at any time. Best Wishes Nigel Williams Managing Director, Emailcenter DDI: +44 (0) 1327 810744 Email: nigel.williams@emailcenteruk.com 1
About Emailcenter Emailcenter are the UK s oldest independent Email Service Provider. Founded in 1999 Emailcenter s mission was to embrace email as a CRM tool and help clients move away from batch & blast through to relevant, automated email programmes. FACTS ABOUT EMAILCENTER & OUR PLATFORM, MAXEMAIL 100+ clients, with over 1,000 users in 40 countries 300M+ emails per month, across 5,000+ campaigns 99.9% uptime since August 2010 95/100 average IP score on Return Path s Senderscore.org 24 UK employees OUR CLIENTS 2
If you ever have a problem, have a question or just want us to check something, our team are on hand every working day via both a dedicated mailbox (support@emailcenteruk.com) or via our hotline (+44 (0) 1327 810741). Here are some of the things our team will commit to: Answer all calls within 3 rings Respond to all support emails with an immediate response and ticket number so you know we are aware of your request Resolve all basic issues ideally on the same call, but within 1 hour at the maximum. Occasionally there might be more complex issues, so we promise we will fix these within 24 hours WE CAN RELY ON EMAILCENTER FOR HELP WHENEVER WE NEED IT. THEIR SUPPORT IS FIRST-CLASS GOCOMPARE.COM Work with a single point of contact where possible throughout the length of the case, rather than pass you from pillar to post 3
At Emailcenter, we don t have a standard training programme we give to all clients. Each client s needs are understood and a tailored session is created for each one. We will also make sure that: Each client is provided with a customised training plan based upon their use of Maxemail, and the types of users requiring access is broken into multiple sessions when advanced topics need to be covered, or where the session will last for longer than 2 hours. This ensures users new to Maxemail are not overloaded with too much information in a short period of time We provide self-help resources as a refresher to users after training We work closely with your users on your first few campaigns to make sure everything runs smoothly for them and to build their confidence David Stubbs, Client Manager Most new users pick up Maxemail very quickly as it is incredibly easy to use. The initial session covers everything you need to know to get started, from managing your data, through to creating your first email and looking at the reports. Some clients have the requirement to tackle more advanced concepts such as dynamic content or Multi-variate Testing. We often run a separate 15-30 minute session on each of these, ideally setting up something real so it can be copied or tweaked by users in the future. 4
Changing ESP can be a stressful experience, but we aim to make it as painless as possible with our team. can vary tremendously from those that simply need their account and user logins created, through to those that want to integrate custom data feeds as part of a wider automation project. Our commitment to implementation includes: Providing an implementation plan and assigning an Manager to fully project manage this process Helping migrate all data from your current ESP by customising your templates to ensure all merge fields and unsubscribe links are updated THE INTEGRATION OF OUR CRM DATA WITH MAXEMAIL WAS A BREEZE THANKS TO THE GUYS AT EMAILCENTER VISIT BRITAIN Offering a full range of integration options to make it easy to integrate your existing feeds Hand holding you through your first few campaigns to make sure everything about your emails are exactly as you want 5
Strategy & As with all marketing platforms, if the underlying strategy is not right it does not matter how good your email tool is. Everyone says their personal account management is the best. Without sounding like so many other providers, here is how we strive to offer the best: YOU GET TWO ACCOUNT MANAGERS: Some ESPs provide you with an Account Manager who is essentially a sales person with a price list. At Emailcenter we will provide you with a commercial Account Manager, and also a Consultant who helps you get the most from your email marketing. EXPERIENCED TEAM: When our team help you define your email strategy, it won t be driven by what we heard at the latest industry conference. It will be based upon our real-world experience of doing it for real, and knowing where the pitfalls and challenges are. WE ARE STRATEGIC, NOT JUST TACTICAL: Most wellknown email marketing best practices are tactical in their nature, such as template tweaks or basic split testing. These will only get you so far. Our team will work closely with you to understand your business, and advise you in how you can make strategic changes to your email programme to move you from batch and blast, towards a highly relevant, automated email programme. Simon Bannister, Senior Email Marketing Consultant I ve been working in the Email Marketing industry many years and currently head up the Strategy team here at Emailcenter. We are entirely focussed on getting results for our clients it is very rewarding to see our clients performance improve and for us to pick up industry awards. The main thing I try and tell my team when advising clients, is making sure you focus on what is going to make a difference. It is very easy (and sometimes enjoyable!) to spend all of your time making design tweaks, however they won t make any real difference. We are known for helping clients make strategic breakthroughs so they move away from batch and blast to tailored, personalised emails, and that is why our clients consistently get better results once they start working with us. 6
How We Develop Our Clients Creation of personalised re-bookers campaigns increased response by 499% with an ROI of 2,882%. Complete re-work of the ecrm programme increased bookings by 76% in year 1. Automation project to personalise all cartridge and toner offers based upon the customer s printer, saving the client 2 days build time and dramatically improving performance. Designed a range of Multi-variate testing initiatives that increased clicks by over 60%. Integrating website clickstream data to trigger personalised emails with the top 10 selling holidays based upon what the customer was searching for on-site. Conversions improved by 254%. 7
Maxemail - The Most of our commitments are around the service we provide. However we feel it is also important to make sure our core offering, Maxemail, is leading the way in the industry, providing you with all of the tools you need for a best in-class email programme. We commit to the following: Innovate on your behalf, not just developing technology you tell us will be useful, but creating additional features based upon our interpretation of what you need Maintain a 100% system uptime and publish the latest uptime statistics quarterly Ensure the speed of the interface is extremely fast and responsive at all times, with sending speeds as fast as receiving ISPs will allow Keep you abreast of our product roadmap quarterly Notify you in advance of any releases and what will be available in each one Matt Serbyn, Product Manager Part of the reason our clients choose Maxemail is because of the cutting edge features we supply. When scoping-out the development roadmap, we don t only look at what our customers are requesting - if that was the case we would never be in a position to build anything new. Instead we take a step back and look at the top level goals our clients want to achieve with their email marketing and find new improved ways of achieving this. This way of working is the reason why we have been first to launch features such as a Multi-variate Testing solution for email, our revolutionary way of doing dynamic content and even why we were the first ESP to crack the Outlook junk filter. When we launch such features, expect to hear from me, as I ll be dropping full details into your inbox, or calling you to see if you would like to be the first to trial and give us feedback on the feature. 8
One of the key benefits of working with Emailcenter is our expertise and technology to get your emails into the inbox. We achieve this by: Only working with reputable brands, ensuring our entire IP reputation is not poisoned by any clients Provide the right mix of dedicated & shared IP addresses for your specific mailing patterns Maintain a suite of tools and reports to enable you to test against spam filters and monitor your overall inbox placement Alert you if we see any suspicious patterns in your lists, or if we identify deliverability issues Project manage you through achieving Return Path Senderscore Certification 9
Our customers have spent millions of pounds building their list of customers, so they should expect their ESP to provide the very best protection from theft of this data. Our range of measures include: Adhering to all of the latest security standards and technology Restricting access to your data to only Emailcenter staff that need access for support reasons, and only when using our own security keys Providing a range of security features including security keys, IP login restrictions, and configurable user access rights Conducting regular penetration tests of our infrastructure 10
Some of our clients choose us to manage their email campaigns for them, not just because of time restraints, but to access the wealth of expertise within our Client Services team. This team have a number of standards they work to: Guaranteed 48 hour turnaround from brief to deployment Dedicated team member assigned to your account for consistency Full QA process with each email campaign being checked by at least 2 team members prior to deployment Lawrence Daffurn, Email Marketing Consultant Working within the Client Services team is a really fastpaced but rewarding environment. We deal with dozens of campaigns every week where we have to quickly turnaround a brief to deployment. What we do is much more than copying and pasting text and links into a template. We are also experienced in creating dynamic content driven campaigns, or building a whole email template from scratch. 11
We know some businesses in our industry have a reputation for charging whatever they can each time they speak to you we hate that and one of our core commitments is how we charge for our services. Transparent pricing we will make our prices perfectly clear with no hidden extras, making it easy to budget without any nasty surprises Our contracts won t simply auto-renew on our terms. We will contact you well in advance of your contract renewal to discuss a new agreement that suits your future needs We can offer a flexible range of pricing and billing plans monthly, quarterly or annually, credit packs or simply get invoiced for what you have used We will happily move away from the standard industry model of a cost per email to a commission based model based upon the performance of your email campaigns, as we know what we can do for you James Steiger, Business Development Manager When we are asked to provide a quote for a prospective client we always keep it simple - one cost based upon the amount of emails you are expected to send. We might give a few different price breaks or different invoice options but essentially what we quote is what you would pay. Unlike other ESPs we do not charge fees for using the platform, support or access to Account Managers - it is all included and nothing is hidden. 12