Leading BPO Highlights Operations and Fulfillment
Capabilities
GREENWICH, Conn. — April 30, 2002 — NewRoads, the
leading business process outsourcer of fulfillment and
customer care services, offers its clients the
broadest possible range of solutions for every aspect
of their customer-related business processes. NewRoads
leverages the scale of being one of the nation’s
largest users of the postal and shipment systems to
help clients dramatically reduce their delivery costs
and achieve significant efficiencies throughout the
fulfillment supply chain.
In 2001, NewRoads delivered more than $1.2 billion
worth of product for its 200 clients; coordinated 16.2
million product shipments; and fulfilled 66 million
requests for literature and catalogs. The company’s
unique approach enables retailers to drive their brand
value through a robust customer-care network that
includes nearly 2,000 customer care representatives at
23 facilities in eight different states spanning every
time zone.
“NewRoads helps our clients save money while ensuring
their brand image is enhanced by high-quality
interaction with their customers,” said L. Michael
Shelton, NewRoads’ executive vice president for sales
and marketing. “Outsourcing gives companies a way to
maximize efficiencies, capture and use their
customer-related data to make better business
decisions, and increase the value of their customer
relationships by lowering costs while improving
customer care and support.”
The NewRoads solutions span both outsourced and
insourced management issues, specifically:
· Brand Marketing Services: NewRoads has in place the
infrastructure, systems and expertise to execute the
handling and delivery of catalogs, collateral and
promotional materials, rebates and sweepstakes, and
e-mail marketing campaigns.
· Commerce Fulfillment: NewRoads provides the scale,
reliability, best practices and technology for
end-to-end fulfillment. Services include national
coverage with bi-coastal presence; flexible
warehousing formats; customized packaging and
invoicing services; quality assurance; support from
all leading package carriers; order management;
payment processing; receiving, quality control,
preparation, put-away, kitting, assembly and pick,
pack and ship; returns management; and product
refurbishment.
· Customer Care: NewRoads’ mixture of skills,
training, quality assurance and technology enables a
“brand-specific” customer experience that includes 23
inbound call centers; skill-based routing; e-mail
response management; Web collaboration, interactive
voice response; and one-to-one customer service.
· Information Technology: NewRoads has cultivated a
120-person IT staff to implement “best-in-class”
technology as the backbone for its integration
services, hosted applications and five secure data
centers; operations and network management;
transaction processing; data storage and retention;
data transport services; knowledge management and
information reporting; and customer relationship
management applications.
· Literature and Small Package Fulfillment: NewRoads
has innovative mail processing and fulfillment
programs that speed delivery while reducing postage
costs. Today, NewRoads is the nation’s largest
fulfiller of requested catalogs as well as a major
mailer of literature and other promotional materials,
developing specialized programs in response to
specific needs in the marketplace.
· Customized Services: NewRoads embraces its clients’
culture, business requirements and goals to create a
unique experience that extends from the planning
stages of direct-to-consumer commerce initiatives to
integration with all a client’s operations and
applications.
· Logistics and Distribution: NewRoads provides a
variety of cost-saving solutions based on a client’s
inbound and outbound distribution requirements using
national coverage with bi-coastal presence; logistics
planning and execution, expediting and zone skipping;
and supply chain optimization.
· Knowledge Management: NewRoads identifies the
“return on information” for its clients through
analysis of order and promotional effectiveness;
inventory forecasting and management and supply chain
execution; data warehousing and data mining; and
general reporting, all to help them make better, more
timely business decisions.
About NewRoads
NewRoads provides business process outsourcing
solutions of fulfillment, customer care and supply
chain execution to deliver products, information
requests and rebates to customers who order over the
telephone, via the Internet, mail or by catalog. By
combining best-practices solutions and services with
its nationwide network of more than 20 distribution
and call centers, NewRoads efficiently and cost
effectively delivers its clients’ products and
enhances their customers’ brand buying experience.
Based in Greenwich, Conn., NewRoads serves more than
200 clients, including Restoration Hardware (NASDAQ:
RSTO), Godiva, Avon (NYSE: AVP) and Procter & Gamble
(NYSE: PG). For more information, visit the company’s
Web site at www.newroads.com.
# # #
Shulamit Gershenson
Articulate Communications
617.699.0799
sgershenson@articulatepr.com
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