CASE STUDY: WORLD'S LEADING MAGAZINE PUBLISHER

A division within this leading publishing company once had several internal call center operations throughout the United States. Their 2003 business strategy was to outsource their entire call center infrastructure to a company with the expertise to effectively manage day-to-day operations without disrupting their millions of existing customers. The business plan to “significantly decrease costs while increasing profitability without disruption to their clients” would essentially save the division over $3M annually in 2004. Part of this strategy involved cross-selling into its existing customer base through various continuity programs. After testing with one of the nation’s largest call center outsourcing companies, they experienced poor service, quality and poor overall results. That is when they decided to test Fusion Contact Centers to achieve their goals and objectives. The Fusion team immediately recommended the company make the relationship a true partnership. Together, both teams went to work on the solution.

After carefully analyzing the needs of the customer, Fusion’s experienced management and implementation teams developed a comprehensive migration plan to ensure the client’s end-users were unaware of any transition. The strategy began with mutual “train the trainer sessions” provided by the company’s marketing personnel and Fusion training department. The solution involved Fusion’s interface with the client’s existing customer database to identify the specific products/services previously purchased and when. Once this information was configured to the scripting, it would allow Fusion sales associates to immediately cross sell customers according to their previous purchase.

Today, the partnership continues to expand as the client has migrated several of their internal call center operations to Fusion’s corporate facility. As the migration continues, the customer will move into a second Fusion site to provide redundancy and internal competition. The organization will not only realize over $3M in savings within the first full year of operations in 2004, but customers have experienced no disruption in service and sales continue to increase on a month over month basis. The decision to outsource 100% of their call center services to Fusion only speaks to the true partnership developed between the organizations. However, it was Fusion’s “out of the box” technical and cross-sell scripting solutions which contributed to results and mutual success of the program.