NEWROADS’ CUSTOMER CONCIERGE PUTS CUSTOMERS IN THE DRIVER’S SEAT BY GIVING THEM CUSTOMIZED UPDATES ON PRODUCT ORDERS AND SHIPMENTS
Latest Solution Part of NewRoads’ Already Extensive
Commitment to Branded Customer Relationship Management
GREENWICH, Conn. and NEW YORK — Aug. 28, 2001 —
NewRoads, a business process outsourcer of fulfillment
services that enable retailers and manufacturers to
deliver their products more efficiently to their
customers, today at the CRM Conference & Exposition in
New York City announced the availability of NewRoads’
Customer Concierge. As part of its Customer Care
solutions, NewRoads’ Customer Concierge puts the buyer
in control by allowing them to choose if, when and how
they want to be updated on their order.
Traditionally, once an order is placed, the burden is
on the customer to call, fax or e-mail to inquire
about the status of their delivery. With NewRoads’
Customer Concierge, a customer placing an order with a
NewRoads’ client vendor can choose any number of ways
they will be proactively updated on their order – by
phone, fax, e-mail, wireless device or cell phone.
This enables the seller to drastically reduce the
number of inbound calls and messages from their
customers, helping them to streamline customer
service, support and call-center operations. And, it
leads to a better customer service experience by
providing the buyer with complete order and delivery
information, when and how they want it.
“For companies whose businesses are built on strong
brand integrity and trust, NewRoads’ Customer
Concierge is an important service to ensure that the
customer’s buying experience is a positive one, from
start to finish,” said David Himes, NewRoads’ senior
vice president.
With Customer Concierge as part of the overall
NewRoads experience, client companies can be assured
that their customers get the highest-quality
interaction – the same quality and integrity
associated with the company’s identity and reputation
– that truly makes for an optimal buyer-seller
relationship.
According to an article published by in The AMR
Research Alert on Supply Chain Management, March 26,
2001, “Many fulfillment houses in the market today
offer retailers the ability to warehouse inventory and
ship orders, but very few can support the complete
business process of direct-to-consumer and
direct-to-store fulfillment. Even fewer understand the
subtleties of retail brand management and utilize
Customer Relationship Management (CRM) technology and
sophisticated analytics to fine-tune fulfillment
activities.”
“One company that stands out in this space by virtue
of its breadth of services and commitment to brand
management is NewRoads,” the article authors wrote.
“In the direct-to-consumer world, the customer
experience is the brand and vice versa, and retailers
need partners that understand this aspect.”
About NewRoads
NewRoads provides business process outsourcing
solutions that enable retailers and branded
manufacturers to enhance their brand image while
fulfilling customers’ needs more efficiently. NewRoads
integrates back-end technology systems with
warehouse-fulfillment capabilities to deliver
products, information requests and rebates to
customers who order over the telephone, via the
Internet, mail or by catalog. Based in Greenwich,
Conn., NewRoads operates a nationwide network of 20
facilities serving more than 200 clients, including
Restoration Hardware, Abercrombie & Fitch, Godiva,
Alloy Online, Topps, Bluefly.com and Avon. For more
information, visit the company’s Web site at
www.newroads.com.
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Shulamit Gershenson
Articulate Communications
617.628.2492
sgershenson@articulatepr.com
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