THE CHALLENGE

A personal computer manufacturer wanted to minimize delays in computer purchases and returns related to a new software release. The manufacturer had offered customers a coupon for a free upgrade following its release. However, they required strict procedures to ensure only qualified customers could receive the upgrade.

The manufacturer required a fulfillment program that would:

• Accept the upgrade orders from customers via the Internet and mail. The coupons would be redeemable for a period lasting from one month prior to the software release until three months after the release date;
• Ensure only qualified customers could receive an upgrade offer;
• Maintain customer satisfaction by ensuring an easy ordering process and timely delivery of the new upgrade.

THE SOLUTION: AUTHENTICATION & TIMELY DELIVERY

Q·Media developed a comprehensive program that included:

• Web, mail and fax-based channels for fulfilling upgrade orders directly to the manufacturer’s customers;
• A system for authenticating orders in accordance with strict manufacturer and software publisher requirements, while simultaneously preventing duplicate orders;
• Sending e-mail order confirmations to each customer summarizing their order. An e-mail help system was also developed where customers could check the status of their order. Once the product was shipped, a second e-mail would also be sent to the customer confirming the shipment and providing a link to the courier, thereby allowing customers to verify the status of their shipment;
• Ensured further efficiencies such as real-time address verification to street level in order to facilitate timely delivery.

INCREASED EFFICIENCY & CUSTOMER SATISFACTION

Improved Cost-Effectiveness

Q·Media’s fulfillment service, media replication, kitting and other supply chain services enabled an efficient, streamlined process. In fact, over 150,000 upgrades were produced, assembled and shipped for this personal computer manufacturer over the 4-month project with very little ongoing project planning or management by the manufacturer.

Streamlined Administration

Q·Media operations and technology solutions ensured coupons and end-user orders were validated to one upgrade per coupon. Reports were provided to outline demand and upgrade activity and complete visibility was available to the computer manufacturer and the software publisher.

CUSTOMER SATISFACTION

Order and delivery performance was above expectation due to Q·Media’s order and shipping confirmations, as well as real-time address verification to reduce shipping errors. Orders were filled within 24 hours of receipt of coupon. The result was enhanced customer satisfaction.