Cradle-to-Grave CRM

Effective Solicitation, enhanced Enrollment, unparalleled Processing, efficient Renewal and accurate Retirement advantages – at each touch point in the customer life cycle, Teleformix reinforces an optimum CRM program. With Teleformix as your partner, you can solve complex business and market issues, overcome encroaching competitors, and meet objectives that are critical to your business mission.

Before you can keep customers happy, you have to get them. We facilitate the solicitation process by providing Internet acquisition, post-transaction upsells, inbound and outbound telemarketing and direct mail / email campaigns customized for your marketing requirements.

Since 1998, Teleformix has developed and deployed successful marketing campaigns and platforms for some of the largest financial and retail corporations in the US. Our in-house creative staff develops the site design, copywriting, email communications (transactional and promotional) and other online and offline communications.

Included in the creative development process are offline communications (welcome kit inserts, statement inserts, marketing brochures, etc.), take-ones and others to be defined. Whether you have services, clubs, benefits or any other offering, Teleformix's end-to-end business management improves your acquisition rate and increases your ROI.

Teleformix facilitates the solicitation process through campaign development, including direct mail and telemarketing campaigns, accommodating multiple campaigns and/or offers, providing intelligent scripting for agents, enabling call routing to the most qualified agent and identifying new sales opportunities.

Because our programs are already developed and have unlimited horizontal scalability, Teleformix can bring fully customized programs to market faster and easier than our competitors can.

Enrollment is one of the most critical stages in the customer life cycle, as it is your first real chance to make a good impression on your customer and cement your relationship. The process must be quick, efficient and accurate. Using Teleformix Services, new customers can enroll online and through e-mail, and existing customers can easily be authenticated with a minimum number of clicks.

Teleformix supports manual (online) and automated (batch) enrollments. Batch enrollments are used so that third parties can submit files from telemarketing and data entry website enrollments. Enrollments can be transmitted from external centers in various formats (SFTP, Web Services, etc.). Online enrollments are processed via a customer service interface. Enrollment reconciliation can be reported by file or offer.

Benefit coordination, quality assurance, transaction reporting, call center management, loyalty programs, document processing, member retention and billing; Teleformix does it all for you through customized programs designed to meet your specific needs.

Teleformix maintains an in-house call center with representatives providing fully branded service for different clients. Teleformix is known for its world-class, 24 X 7 X 365 customer care, with 99.95% service availability and a more-than-competitive service level and abandon rate. We maintain a quality- and performance-targeted workforce through a metrics-focused management system. Critical data is constantly assessed for a complete picture of consumer transactions so that issues can be resolved quickly and satisfactorily.

Our Quality Assurance program is proactive, providing ongoing training in security, product knowledge and customer service skills. Standard training is held quarterly and is compulsory, including security awareness, Non-Public Information (NPI) awareness and quality objectives. Product knowledge and customer service skills training is custom-tailored to the needs of the workforce and is held as necessary.

Fulfillment and settlement processes are streamlined and seamlessly integrated with other protocols. Order files are managed electronically and are fulfilled based on established Service Level Agreements (SLAs). Redemptions are assigned order numbers that can then be tracked through our merchandising platform. Status of orders is provided to clients as required and announcements are provided to members (e.g., via online portal or email, or both) as directed. Order detail is provided in each fulfillment and wrong items / damaged returns are managed as required by the client, through our customer service staff or other methods.

Our platforms are designed to specifically support continuity concepts, where any combination of time increments and assigned dollar amounts is fully supported on a membership core. Our automated support system can send material requests (for enrollment), handle redemption requests and send replacement materials and other forms. From customer interaction and billing to retention and ongoing upsells, Teleformix can make any program more successful.

You have to make choices on the fly, and Teleformix provides the tools and data you need to make the best possible decisions. Our Dashboard functionality establishes the primary access point to manage Key Performance Indicators (KPIs) and standardized reporting. Data can also be manipulated to provide specific output, e.g., by date, time, spend, etc.

Teleformix provides an integrated business model that extracts the data necessary to identify your customer segments and target marketing initiatives. Data output can be facilitated to reporting tools or other client-specific platforms. With Teleformix's real-time process tools and advanced reporting and metrics capabilities, you have the information you need to make the right business decisions for the success of your CRM strategies.

Teleformix's renewal solutions help keep the communication lines open between you and your customers via Internet, direct mail, and other member notification and loyalty programs. Our platforms can smoothly process multiple campaigns, tracking new memberships and impending expiration dates on existing memberships. Teleformix provides the solutions that ensure no opportunities are missed to sell consumers new products or services during the enrollment or renewal period. Upsells and post-transaction interfaces provide your customers with added incentives to consider you their merchant of choice.

With Teleformix's customer history management and advanced analytics software, you will be able to determine which campaigns are most effective and what strategic decisions must be made to mine your current consumer base and develop new opportunities. Loyal customers can be identified and marketing efforts can be targeted accordingly.

As part of Teleformix's total business management capabilities, retirement services allow you to keep your customer files current and accurate, in addition to maintaining a comprehensive archive of past customer information. A clean, up-to-date information base is one of the best foundations upon which to base your business decisions. In addition, a comprehensive archive of consumer activities can be mined and used in developing future campaigns.

Teleformix's enterprise-class solutions ensure that you maintain the security and effectiveness of your customer information at all times. Not only will an optimized information base assist you in accurately assessing markets, but your customers will appreciate the enhanced service they experience from knowledgeable CSRs who have customer information at their fingertips.

Teleformix's advanced reporting and analytic tools create a comprehensive picture of what drives customer churn and dissatisfaction. This wealth of information allows you to go beyond determining the profitability of a campaign. You can proactively fine-tune existing campaigns and custom-tailor new ones to meet market requirements.