Kurt Peters , Executive Editor
French Beauty Innovator Relies on NewRoads to Handle Customer Care, Order Processing, and Shipments
GREENWICH, Conn. - Oct. 15, 2001 - NewRoads, a business process outsourcer of fulfillment services that enable retailers and manufacturers to deliver their products more efficiently to their customers, today announced it will handle all aspects of customer relationship management and product orders and delivery for global cosmetic innovator CCB-Paris. NewRoads will manage every aspect of the customer relationship – from telephone and e-mail order-taking to credit-card and order processing, from inventory management and warehousing to processing merchandise returns.
Founded in 1987 in Paris, CCB-Paris (Le Club des Créateurs de Beauté) expanded its international catalog and Internet business existing in Europe and Japan to the United States in 1999. As the U.S. division’s growth is expanding, CCB-Paris is moving to a new customer care and fulfillment partner to handle its ever-growing needs.
“At CCB-Paris, our commitment is to provide the highest-quality products and to find and develop the most innovative beauty products available,” said Olivier Allender, General Manager at CCB-Paris. “The United States is the largest market for both the mail order and the beauty industry. After three very successful testing years, we plan to expand our business here in the United States. By choosing NewRoads, we have found the right partner to handle the unique needs of our customers and to provide the scalability to grow as CCB-Paris grows and expands our services and offerings.”
In the beauty and cosmetic industry, catalog and online retailers must compete on an equal footing with traditional in-store retailers, offering the incentives that consumers have come to expect. This can pose some costly challenges in terms of fulfillment and order-taking. Many fulfillment vendors simply can’t manage the complex set of incentives and promotions germane to the industry, and the key elements that make consumers return to the same cosmetic brands again and again.
“NewRoads’ vertical industry expertise gives our staff the in-depth knowledge to understand our clients’ business challenges and develop a proven system of delivering products to buyers,” said Michael Shelton, senior vice president of sales and marketing at New Roads. “We take our role as a partner in protecting our clients’ customer relationships very seriously and are honored to add CCB-Paris to our family.”
NewRoads’ services provided to CCB-Paris include:
· Customer care services via telephone and e-mail
· Order processing of all incoming orders from CCB-Paris’ catalog and Web site
· Credit-card processing
· Order fulfillment
· Inventory management
· Product warehousing and tracking
· Returns processing
· Catalog delivery
CCB-Paris, a powerful partnership between L’Oréal, the world’s largest cosmetics company, and 3 Suisses International, the pre-eminent global direct marketer, is a revolutionary concept in marketing beauty products. The company offers over 300 products that have been created by seven of France’s great names in beauty. Innovators from the worlds of fashion, interior design, hair styling and cosmetic chemistry have chosen the unique CCB-Paris catalog and Web site (www.ccb-paris.com) as their exclusive forum to present their prestige products.
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 Victoria’s Secret, Restoration Hardware, Godiva, Avon and Procter & Gamble. For more information, visit the company’s Web site at www.newroads.com.
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