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Case Studies
Advantage Health Solutions
FP receives inbound calls for potential leads and seminar registrations. This required FP to code specialized scripts to allow operators to take information that would qualify or disqualify the caller as a lead for insurance. If the lead was qualified FP generates an order to fulfill a packet of information to the customer. Callers are also scheduled for seminars and reminder call-backs are made the day before the event. A sophisticated call management system was developed with return call prompts and sorting techniques.
Learn More Indiana (LMI)
Learn More Indiana (LMI) is a statewide communication effort to raise the educational attainment of Hoosiers made possible through a partnership of the Indiana Commission for Higher Education, the Indiana Department of Education, the Indiana Department of Workforce Development, and the State Student Assistance Commission of Indiana, with additional support from USA Funds, Inc. and Lumina Foundation for Education. LMI came to FP in the Fall of 2006 with the desire to move it's help-line from an Indiana University to Indianapolis. Their call volume exceeds 12,000 annual inbound phone calls and range from simple order calls from counselors needing print materials (shipped by FP) to complicated and detailed calls about applications and scholarships, grants, College-goal Sunday, and other awareness programs. FP has taken their operator reference manuals and made a systematic FAQ library for quick-access to common questions.
PBS
From 1986 to 2001 FP was the primary duplicator and sole retail, institutional, and direct-to-consumer fulfiller for PBS Broadcasting and PBS Adult Learning Service. During this time FP warehoused and managed all finished goods and component inventory for PBS, determining reorder levels and duplication run quantities. Over the years, FP developed several customized reports and processing systems in response to the changing PBS business needs. In fact, when they converted to a new Oracle system, we rewrote many of our applications to fit their new business rules and new system rules. Responding to the unique, and ever-changing retail requirements, FP shipped retail orders to several different companies including but not limited to Borders, Amazon.com, QVC, and Barnes and Noble, each of which had different and strict shipping requirements. FP maintained the documentation and procedures for each retailer and ensured that each shipment met all requirements. For Amazon.com FP worked directly with Amazon to provide direct electronic communication of shipments. We processed all retail returns according to PBS business rules and direction, returning product to stock and/or to vendor for credit. Since 2001 FP has remained PBS' primary duplicator and ships VHS tapes, DVDs, and guides to GSI (the current PBS fulfiller) two times per week. At PBS' discretion, FP creates a protection master that is stored at a local, secured, off-site facility. This master is used in rare instances when the dub master is out-of-house or damaged.
Earn and Learn (E&L)
E&L contracted the payment processing services of FP for its data entry electronic guide. E&L provides the store with on-line ordering capability. During the buying process on E&L's store, FP provides online verification and authorization. FP receives the order file from E&L containing the FP authorization code in addition to the order information, and FP loads the file into the IBM i5 520 once-per-day for funds settlement. Product is delivered electronically at the time of order. We provide E&L's internal support team remote access to the FP systems through a 5250 Emulation for customer service including issuing refunds, cancelling plans, and customer inquiry and comment.
American Institute for Public Safety
FP received inbound calls from customers wanting to order the defensive driving home study course. FP verified their qualifications to participate in the program, processed order information, and provided students with information and guidance to complete the home study course. FP's contact center operators answered questions regarding shipping and receiving of the course, billing questions and test results along with providing coaching to students who failed their course. Tier 2 personnel handled BMV Hotline calls such as assisting them with problem-solving. FP programmers developed a system to scan test sheets and record results in a relational database, prepared data for transmission to BMV, created programs to print passing results on state approved certificates of completion and created various reports to ensure that each test received was properly processed: passed, failed, incomplete or waiting on additional information.
NCP Marketing, Inc. - The Billy Blank's Tae-Bo Exercise Program
In 1998 NCP Marketing, Inc. contracted FP Services as its customer service contact center for its new infomercial product: The Billy Blank's Tae-Bo Exercise Program. While West Teleservices took the initial order calls, FP handled all customer service calls initially and captured subsequent orders, as well. All-the-while handling fulfillment of 20,000 daily orders in its peak. From May to December of 2000 an additional call center was used to assist with the inbound call traffic. FP worked with AT&T to create a call allocation system to manage call flow based on operator availability at each location. The internet was used to connect the external call center to FP's applications and data. The operators at both locations had the same access to Tae*Bo data. During the May to December 2000 time period, approximately 75,000 calls were answered, 30% of which were answered by the outside call center.
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