January / February 2005

Welcome to the latest edition of Nutraceutical News from IFS. In this issue you'll find helpful telephone tips and techniques in our Customer Service Corner along with some clever suggestions about using surveys and research studies as marketing tools in our Marketing column. And this month's Fulfillment Notes addresses the importance of finding the best fulfillment software for your company's needs.

Plus, instead of featuring a client case study in this issue like we normally do, IFS was just featured in a December 7, 2004, column in The Wall Street Journal, so we thought you might find our own case study interesting!

For additional information about what we write here or about any of our products and services, you can always visit our website, www.ifssolutions.com. To share your feedback about this newsletter, please click here. To unsubscribe, please use the link at the end of this issue.

In this issue:


CASE STUDY
IFS: In a Routine Business, Extra Service Pays Off - as featured in the December 7, 2004, issue of The Wall Street Journal, by Paulette Thomas, page B13

IFS was selected as a feature in The Wall Street Journal's Small Business Case Study column recently because columnist Paulette Thomas liked the way IFS had identified a way to distinguish itself from its competition.
You'll find an excerpt here, but to read the complete case study, go to http://www.ifssolutions.com/news.htm.

In short, Ms. Thomas explained that IFS's first nutraceutical client "sought a fulfillment partner that could deal directly with the customers buying the vitamins." According to IFS President Keith Milburn, to meet that nutraceutical client's needs, "our call center employees had to be able to offer more robust customer service than just taking orders and sending out boxes of goods. They had to be able to answer questions about the vitamin products and their uses and limits."

As a result, Milburn - who already had hired a talented and experienced staff - began putting even more of an emphasis on hiring only highly skilled, well educated, full-time call center employees. "He assigned particular products to particular employees, who armed themselves with product studies, referrals to helpful associations of fellow sufferers, and other information." Each of them works closely with their clients on a regular basis to know the latest information and customer needs.

Soon, IFS began adding other nutraceutical clients who recognized the company's high standards, and exceptional customer service. The company now has 12 nutraceutical clients with two more starting very soon. Now that IFS has found this target niche, faster growth is expected. Ms. Thomas sums up the lesson in IFS's case study as this: Help your customers to thrive, and the benefit rebounds to you.

Needless to say, all of us at IFS were thrilled to have The Wall Street Journal talking up our success!

 


FULFILLMENT NOTES
Finding the Best Software for Your Company's Needs

Are you making do with fulfillment software that works only marginally well for your business? Don't shortchange your operation because you're unwilling to invest in the software that best fits your company's needs.

Before IFS ever opened its doors, we did a thorough evaluation of the various types of fulfillment software available. Once we made our selection, we not only became thoroughly trained on all aspects of the software, we became experts at it. In fact, other companies occasionally call us to ask questions or to learn about how we manage various capabilities of the software.

We also make a point of installing upgrades as soon as they become available, so we know we're always working with the very latest technology possible. With that in place, our entire fulfillment process - from call center orders and credit card processing to label production and shipment tracking - is one seamless operation that allows us be more efficient and cost-effective for our clients.

The right software for your company can make your business far more efficient and far less prone to errors and problems. If you have questions about our fulfillment technology, email us today at info@ifssolutions.com.

 


MAXIMIZE YOUR MARKETING EFFECTIVENESS
Using Surveys and Research Studies as Effective Marketing Tools

Want to get the attention of your target audience? Try providing them with results of a survey or research study.

Surveys and studies can be very effective marketing tools. In fact, you can often use research gleaned from a respected trade publication or a professional association to lead off an article. Just make certain you give credit to your source.

One publication that makes good use of surveys is USA Today. Look closely at the newspaper and you'll see the results of a survey or study on the front page of almost every issue. Surveys are also often included on the front pages of additional sections of the newspaper. They get readers attention because they are informative, a quick read and visually appealing.

You can do your own survey or research study quickly and cost-effectively by using fax, mail or email if you have the names and contact information of enough participants to make the survey statistically valid. Just be sure to ask a small number of reasonable questions about a topic of specific interest to your target audience.

The trick to conducting a good survey is getting enough of your target audience to respond. Try an incentive. Often, including the survey participant in a drawing for a free gift like a flat screen monitor or other product of interest will work. Also, always make sure you tell the survey participants up front how long it will take to complete your survey. If an email message says, "This will take less than two minutes of your time!" you'll have a much greater response than a vague email asking them to complete a survey.

Once you have the results from your survey, be sure to refer to them often in future marketing activities!

 


CUSTOMER SERVICE CORNER
Telephone Tips and Techniques

Providing exceptional customer service starts when the phone rings. Check out some of the suggested tips and techniques used by the talented and customer-focused call center staff at IFS:

·  Answer the phone within three rings. A prompt response starts the customer's call off on the right foot.

·  Speak slowly and clearly so every caller can understand what you are saying. Don't ever chew gum or eat candy while taking calls.

·  Don't interrupt. Allow callers to speak freely before jumping in with product information and/or questions.

·  Record your calls periodically, then listen to yourself to see how you sound and to make the necessary improvements.

·  Call center managers should also listen to their operators periodically to ensure each one is providing the best customer service possible.

·  Have necessary information at your fingertips. When taking calls about a particular nutraceutical product, make certain you not only have the product label at your desk, but you have detailed product information easily accessible as well.

·  Keep everyone who answers the phone up to date on any product promotions, current advertising or public relations efforts. Don't let your staff get caught off guard with questions about an ad or article that has appeared or a direct marketing promotion that has been sent.

·  Go above and beyond. For instance, if a customer asks you to provide them additional information by email, send it immediately. Don't put it on your "to do" list for the next day.

The bottom line on telephone tips and techniques: When you provide callers with exceptional courtesy and outstanding customer service, you'll quickly and continually see the results on your bottom line!

Want to know more about our outstanding customer service? Contact IFS's call center manager by emailing info@ifssolutions.com.

 

 

IFS is a world class, full service fulfillment operation with a track record of success. A woman-owned business, we proudly serve some of the country's most respected corporations. With a special expertise in the fulfillment of nutraceuticals, we can help you run your nutraceuticals business more efficiently and more cost effectively.



Innovative Fulfillment Solutions
210 NW Plaza Drive
Kansas City, MO 64150
www.ifssolutions.com
Toll Free: 1-888-275-3000
Local: 816-587-5880
Fax: 816-587-5881