Onene---tototo--One ne - Integrated Enterprise Solutions Ltd.

-One
o
t
e
n
O
Your ideal solution to build & maintain profitable customer relationship.
An all-in-one integrated system to manage
Direct Marketing processes effectively,
increase Customer Loyalty and
maximize your Market Share……
Introduction of the Best-in-class
One-to-One Direct Marketing System (121DMS)
Imagine an easy-to-use, collaborative system to help manage your direct marketing activities effectively,
increase efficiency, enhance brand value, and deepen customer loyalty while optimizing marketing
costs.
Is this what you have always been looking for ?
121DMS
is the system of choice for marketers seeking improved marketing practice and performance.
It is designed by a team of marketing and technology experts who posses proven experience on
marketing technology and communications over the last 10 years. It is ideally suited for companies who
offer a suite of products targeting consumers of different age, such as baby-related products, healthcare
products, cosmetics, fashion and accessories and so on.
121DMS allows you to customize marketing strategies for different targeted segments through a
membership and loyalty program. It helps organization to initiate, build and maintain interactive
customer relationship throughout the customer lifetime to increase their loyalty and profitability. It
provides tools that manage processes involved in one-to-one based direct marketing, which can be used
effectively for customer acquisition, customer retention, as well as other up-sell or cross-sell programs.
Through the use of 121DMS, you can plan, prioritize and schedule sales contact activities in the order
of customer value to optimize your marketing resources. It also provides tools to capture customer
feedback and behaviour, so that you can respond quickly to the market, targeting the right customer at
the right time, with the most profitable offer !
One-to-One Direct Marketing System (121DMS)
Page 2
Manage Customer Contact & Fulfillment at your fingertips
121DMS
provides integrated and comprehensive tools to enable you to manage all aspects of Direct
Marketing activities. It allows you to communicate and interact with your customer through
Telemarketing and Direct Mailing processes, yet both modules are seamlessly integrated together which
help you :
Turn prospects to customers : Persuade a prospect to try and continue to use your product
by giving free samples, incentive package, gifts etc.
Provide customer care service to increase their satisfaction : Provide guidance on
proper usage of products, give consultancy advice and useful tips on product-related knowledge.
Enhance brand affinity and deepen customer relationship : Schedule regular phone
contacts and direct mailings of newsletter, leaflet, gifts or coupons based on customer’s interests.
Increase customer’s loyalty and profitability : Introduce incentive and reward programs
to a selected group of high value customers.
Capture customer feedback for product development : Provide channels to receive
customer’s feedback or complaint on your products, which would serve as a source of input for
your product development and enhancement in future.
One-to-One Direct Marketing System (121DMS)
Page 3
What Makes “121DMS” Outperform Others ?
Enable internal communication & knowledge sharing
It manages all marketing activities in one integrated system. It enables your staff to
communicate and share your customers or prospects information easily and effectively
within the organization. It helps to improve resources planning and increase productivity
for the entire marketing workforce.
Maintain data consistency and integrity
What happens if your key staff is gone ? Their knowledge is always lost or inaccessible.
121DMS keeps you away from all these headaches !
All customers’ data is centralized in a single database to ensure the integrity and
consistency of customer’s information. Team members can work on the same database
from any workstations within the company’s network. It also avoids wasted
communication efforts with duplicate customer checking capability.
Segment customers for targeted marketing strategies
Do your products focus consumers of different age ? Do you want to expand your market
share by taking customers from your competitors ? Are you sure you are targeting the
right customer segment ?
121DMS provides a Membership System that maintains customers and prospects
information including demographic data, preferences, product consumption pattern &
campaign participation history etc. You can easily deploy your marketing resources on
chosen customer segment. Through this Membership System, you can selectively target
your current customers for retention program, or prospects who are using your
competitor’s products. You will spend smarter, waste less and get the best results with
your efforts focusing only on your target segment.
Use marketing resources more effectively
It differentiates customers by value. With the product consumption history of each
customer, it derives the Projected Lifetime Value (LTV) that a customer can bring in by
consuming your products. This information gives you insight to devise your marketing
strategies and deploy the appropriate marketing resources on different customer segments.
Analyze effectiveness of marketing campaign
It measures the success of a marketing campaign by deriving its response rate and return
on investment (ROI). By capturing the campaign participation history of every customer
in the database, you can easily find out who are the new customers brought by such
campaign, track the response rate and then quickly derive its ROI.
What’s more ! 121DMS helps you maximize the effectiveness of a marketing campaign.
By using the latest database technology, it identifies which kind of campaign and with
which promotion media, is more effective to bring in your targeted customers.
One-to-One Direct Marketing System (121DMS)
Page 4
Improve Results in No Time !
Ease of use
As a Windows-based system, it has a
user-friendly interface similar to that
of Microsoft Office. You will see an
immediate benefit with minimal user
training.
High-level security control
All of your sensitive marketing information
and customer data is securely locked.
Only authorized users can access your
system. In addition, 121DMS makes it
easier for your Administrator to mange the
security control process.
Easily tailored to your marketing approach
Reporting for in-depth analysis
You can get the most out of your
customer data ! With over 30 reports
incorporated in 121DMS, it empowers
you with almost any kind of information
you need to help you plan resources
effectively, measure staff’s performance,
and analyze customer profile, campaign
effectiveness, customer feedback and
much more !
121DMS is a modular solution that is simple to
deploy and provides immediate business benefits.
It is designed to be extremely flexible,
customizable, and can be easily expanded to cope
with your future growth.
Leverage technology investment
121DMS is a client-server application, which can
run on any Windows desktops with good
performance and high scalability. It is readily
deployed on Windows NT/2000 Server and UNIX
platform, with any industry-standard SQL
databases including Microsoft SQL Server and
Sybase Server. It provides a cost-effective solution
that meets your company’s needs.
Easy to install and manage
Bilingual support
121DMS is easy to set up and ready
for running in just a few days !
Apart from English, it also supports input of
Chinese character.
One-to-One Direct Marketing System (121DMS)
Page 5
Functions Highlights :
Customer Contact Management
§ One-to-One Telesales Contact Program
Select target segment from the membership database
according to certain criteria
(e.g. income, age,
marketing campaign a member has attended,
Projected Lifetime Value, members recruited from a
campaign, current customers, prospects using
competitors’ products etc) & create a Telesales
Contact Program for a Product you want to market.
The selected contact list is then maintained in a pool
ready to be picked up by the team of Telemarketers.
4 Extremely flexible to allow single or combinations of
selection criteria.
4 Quickly and precisely select any target segment to
plan and implement your marketing strategies.
4 Save redundant effort by excluding targets who have
been contacted for the same product within a
certain period of time.
§ Workforce Planner & Management
Plan weekly or monthly sales call target, assign
target to each telemarketer for each product,
reassign calls from one telemarketer to the other, or
close outstanding calls.
4 Facilitate
resources
planning
and
workforce management.
4 Provide flexibility to allow multiple
products assigned to Telemarketer each day.
4 Measure staff’s productivity easily.
4 Better manage Telemarketer’s time :
§ Call History
Save effort not to pursue those
customers who cannot be contacted
for many times.
Record number of successful calls, customers
approached, products attempted per day or week for
each Telemarketer. It also maintains call history for
individual customer including contact date/time, call
status and the responsible telemarketer etc .
One-to-One Direct Marketing System (121DMS)
Page 6
Functions Highlights :
Customer Contact Management
§ To-Do List
Provide a contact list for each telemarketer to make sales
call in his/her daily work. The list is prioritized in
chronological order according to the scheduled contact
time. Once a sales call is made, this contact is then
assigned to the telemarketer to make the follow-up call.
4 Enable effective resource utilization : The
whole team works on a pool of contacts and no
fixed contacts are assigned to telemarketers. It
avoids bottleneck when a staff is absent or
overloaded, and also eliminates the possibility
of missing out valuable customers.
4 Better contact management : All follow-up
calls are automatically scheduled in the To-Do
list. Telemarketer simply works accordingly
without missing any contacts. It ensures that you
will not lose customer feedback on your sales
effort made earlier.
§ Sales Contact Tracking
Keep contact history for each customer, track results of every sales
contact on each product and capture their response. It also records
list of promotion material and free sample coupon to be mailed as
agreed over the phone. The system will automatically schedule a
follow-up call if the customer is willing to try the samples. You can
capture customer’s feedback on your product, whether they will
continue to use it and what the unsuccessful reasons are.
4 Help analyze customer’s feedback & behaviour to
fine-tune your marketing strategies and product
development.
4 Provide integrated interface for telemarketers to
capture greatest amount of information within
shortest period of time.
4 Enable cross-selling of other products within a
single contact.
4 Better use of telemarketer’s time.
One-to-One Direct Marketing System (121DMS)
Page 7
Functions Highlights :
Direct Mailing & Customer Fulfillment Management
§ Tracking of Direct Mailing
Manage various Direct Mailing processes and track mailing history
for each customer. They include :
First-time Mailing
: A “Welcome Package” with other promotion
material subject to the target’s age.
Regular Mailing
: Promotional items that match with targets’
age mailed at regular interval.
Sales Tracking
: Promotion material and free samples coupon
to be sent as agreed with customers over the
phone.
Campaign Incentive
: Gift or promotion package as contributed by
a campaign.
Ad-hoc Mailing
: To serve ad-hoc promotion purpose.
4 Extremely powerful to create unlimited number
of Mailing or fulfillment types to deploy your
marketing strategies.
4 Significantly streamline direct marketing activities
by seamlessly integrating with the mailing and
telesales processes.
One-to-One Direct Marketing System (121DMS)
Page 8
Functions Highlights :
Features for Direct Mailing
Time-line definition
Descriptions
The first-time or regular mailing has its own time-line that is primarily based on target’s age.
It defines what promotional package should be mailed according to the targets’ age.
Benefits
Effectively manage regular mailing processes without the hassle of tracking customer’s age
and its associated mailing material.
Projected Lifetime Value
Descriptions
Prioritize calls based on Projected Lifetime Value. You can choose prospects who can bring
in the highest sales revenue for a marketing campaign.
Benefits
Deploy your marketing resources for different value customer segments in an optimized
manner.
E-mail Marketing
Descriptions
Select target customer segment and initiate e-mail broadcasting to tens of thousands of
customers while tracking what promotional content is sent out.
Benefits
4 Cost-effective alternative to deliver your marketing message.
4 Personalized content to enhance customer intimacy.
Coupon Matching
Descriptions
Capture coupon data submitted by members for redemption in order to verify whether the
gift is actually redeemed or not.
Benefits
Monitor the effectiveness of your sales effort and the accuracy of customer’s feedback.
Label Generation
Descriptions
Apart from customer’s name and address, each label bears a unique code to indicate what
material should be included in the mailing.
Benefits
Allow flexibility to cater for different sizes of labels.
One-to-One Direct Marketing System (121DMS)
Page 9
Functions Highlights :
Reporting
121DMS provides more than 30 reports that help
you get the most out of your data. They contain
critical information that assists you in making
better decisions on resources deployment and
refining your marketing strategies.
§
Staff’s Performance Summary
These reports measure the productivity of your
marketing team by comparing their productivity
against assigned targets.
§
Staff’s Performance Analysis
§ Effectiveness in customer acquisition :
It indicates how effective a telemarketer (or the
overall company) can turn a target from a
particular competitor to be your customers.
§ Performance Trend Analysis :
It shows whether a staff’s performance has
improved or degraded, so that proper recognition
or corrective action could be taken promptly.
§
Workforce Planning
These reports help you plan and manage your
resources effectively. With these figures, you can
determine whether you need to reassign
outstanding calls within the team, or simply close
these cases and plan for the next sales call exercise.
§
§
§ Required Material for Fulfillment :
For each fulfillment centre and fulfillment type, it
shows the requested quantity and inventory
balance of each promotion material within a
period.
§
For each fulfillment centre and within a period, it
shows a material list and its corresponding postage
charge, service charge and the total sum.
your choice.
4 View reports in different perspectives, ranging
from management summary to detailed
analysis.
4 Save reports in Microsoft Excel format so that
you can edit and retrieve them easily.
One-to-One Direct Marketing System (121DMS)
Brand Switching Analysis
It shows the Brand Switching Ratio in between your
products and those from your competitors to measure
your effectiveness of your marketing effort and plan
for your next marketing campaign.
§
4 Shown in different graphical presentations at
Customer Profile Analysis
These reports show the number and percentage of
customers having a common characteristic in different
perspectives such as residential district, occupation,
income, purchase place, marketing campaigns
participated, age group by products (including
competitors) so that you can plan your marketing
campaign accordingly.
Requirement on Mailing Material
§ Material list for fulfillment :
Customer’s Response Analysis
It determines the success rate of turning a prospect
into customer. Some reports also show statistics of the
reasons of failure in turning the targeted prospects to
your customers. This information is crucial for you to
refine on your marketing strategies and improve your
products or services quality in future.
Material Resources Planning
It shows the projected figure of fulfillment package
required based on a certain date so that you can
plan ahead for material acquisition.
§
§
Marketing Campaign Analysis
These reports mainly show the effectiveness of each
campaign and what kind of customers this campaign
could bring in.
Page 10
Integrated Enterprise Solutions Ltd.
IES is your Strategic Business Partner - Your ideal solution to build and
maintain profitable customer relationship.
Find out more
Request a free product demonstration by calling (852) 2838 0063, or
contact us via e-mail at iesinfo@ieshk.com. You can also visit our web
site http://www.ieshk.com for more product information.
Integrated Enterprise Solutions Ltd.
Unit 2002 Causeway Bay Plaza I
489 Hennessy Road
Hong Kong
(852) 2838 0063
© 2002 Integrated Enterprise Solutions Ltd., all rights reserved.