Developing close relationships with our clients is central to our focus on customer service, while listening to their feedback helps us continue to build and improve our service. Here’s how Netsend helped one of our customers…
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The Case Study
One of America’s six biggest film studios, this world-renowned film and TV production and distribution company, with a turnover of $13 billion, joined forces with Netsend in 2008.
Since then we’ve distributed all the contracts, invoices, statements and reminders for the theatrical arm of their business.
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The challenge
While the client was keen to streamline their process, speed-up despatch and support green initiatives by switching to electronic delivery, their IT department was already busy with a software roll-out.
What’s more, they were undecided on the best way to collect and maintain customer address and delivery preferences.
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The solution
Working together, we created a package covering:
- Distribution by post, fax, email and web
- Online archive of all documents
- Monitoring and management of delivery success
- Minimal IT input
- Building bespoke electronic templates to replace the client’s hard copies, including suggesting document improvements
- Targeted marketing to ensure a high customer take-up rate
- A seamless transition from print and post
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The outcome
Here’s how Netsend helped:
- Securing an 85% customer conversion rate in just one month
- Saving three days labour per week by removing printing and envelope stuffing
- Reducing annual spend on stamps by over £40,000 in the UK alone
- Delivering documents six days earlier on average
- Minimising IT involvement to simple data provision
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Client Satisfaction
And here’s our client’s take on our services:
“We are extremely impressed with both the product and excellent customer service we received from the Netsend team. We give particular thanks to Lee Allen who led the project and worked with us and our customers through the transition to allow the system to be used to its full potential. We have received praise from our customers about the benefits of the system and good customer services.”
Director of Credit International
What some of our clients say about us
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“Our customers ask… ‘Why didn't we use Netsend before?!’”
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“It saves us time printing & scanning documents – all we do now is direct (customers) to the portal for whatever documents they need.”
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”The service saves me having two staff stuffing envelopes for two days, and the peripheral jobs like franking the envelopes which all take up valuable time. One of my customers said (the web portal) was magical.“
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“What we like most about Netsend is it’s easy to use, reduces time in producing customer invoices & supplier remittances and is cost effective.”
Our clients’ view of our customer support
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“Excellent supporting staff.”
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“(Netsend) have been extremely responsive to our business needs. Any changes we may need to make permanently or adhoc, they always respond immediately without to much interaction and cost to our business.”
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“From top management through to the support team, I’ve found them competent, friendly and polite. Quick and efficient in responding to queries and resolving issues. A pleasure to work with.”
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“leur suivi est rigoureux et efficace, et le service d’excellente qualité. Toujours à notre écoute, ils sont très disponibles.”