InfoCision Client Relations Business Processes & Strategies Steve Brubaker, Chief of Staff Mike Herston, Vice President, IT Client Services October 25, 2012
InfoCision Presentation for Taylor Institute CRM class
Dec 05, 2014
On October 25, 2012, InfoCision Chief of Staff Steve Brubaker and Vice President - IT Client Services Mike Herston spoke to a graduate level Customer Relationship Management (CRM) class at The Taylor Institute for Direct marketing at The University of Akron. Their talk focused on InfoCision's relationship as a call center and direct marketing provider with our valued clients.
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InfoCision Client Relations
Business Processes & Strategies
Steve Brubaker, Chief of StaffMike Herston, Vice President, IT Client Services
October 25, 2012
InfoCision: Our history
• Founded in 1982, began making phone calls in 1985
• Company name derived from the words “Information” and “deCision”
• Under Gary Taylor’s leadership, InfoCision became one of the fastest growing private companies in America
• Grown from 4 Communicators in 1985 to 3,500 today.
• $180 million annual sales
• Provide full spectrum of direct marketing services– Core competency is call centers
• Currently work with over 100 “brand name” clients– 11 Fortune 500 Companies
• Multiple awards as a top employer– Plain Dealer Top Workplaces, NorthCoast 99
• Average annual growth rate is 10 percent– Fueled by continually exceeding client expectations
InfoCision: Today
• Quality– Highest ROI
• Training– Invest in training that gives agents the best chance to succeed– Get client involved to make agents true brand ambassadors
• Personalization– No two clients are the same– Reports and statistics tailored to fit their needs
• Involvement– Scripts can be updated on the fly based on real-time data
Our strategy for client relationships
Initial Engagement
• Call Center Perspective
– What problem / opportunity is being recognized?
– What value does an outsourced partner bring?• Critical for success to recognize and remember
– What defines a successful engagement?• What makes the partnership successful in the eyes of the client?
Process Definition
• Define overall process
• Break the process down into steps
– Understand the “actors” for each step of the process
– Identify areas that are unclear or present challenges
– Model the process “on paper”• Include failure paths
– Agree upon the process model.
Customer ListBuying / Giving HistoryClient-Specific Attributes
Data ValidationsAddress VerificationDemographic Attributes
Sale, Donation, VolunteerAppeal / Pitch AffinityInformation Verification
Enhanced DataBuying / Giving InfoAffinity Info
Information Flow
• Circular process
– Data from client (or external sources)
– Pre-call scrub and data append
– Call Center capture and verification
– Feedback data to client
– IMPORTANT Repeat!
InfoCision Client Relations
Business Processes & Strategies
Steve Brubaker, Chief of StaffMike Herston, Vice President, IT Client Services
October 25, 2012
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