Bookpoint Customer Services
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At Bookpoint we take pride in the service we
provide our clients and their customers. The direct contact between distributor
and customer is extremely important as an extension to the publisher sales
force. Bookpoint have built strong relationships with our customers over the
last 20 years of service to the book industry.
Ensuring customers satisfaction
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Customer satisfaction surveys
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Feedback e-mail address widely publicised
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Order keying - same day target
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Telephone enquiry - same day target
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Query resolution target within 48 hours of receipt
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KPIs published daily/monthly and form part of staff appraisal process
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Proof of delivery enquiries - Parceline website updated every 20 minutes
throughout the day
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Regular quarterly meetings with large customers
Inbound / outbound call centre
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One stop customer interface with named account representatives
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Order entry including Web Services
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Full onscreen account management systems, including sales history, preferred
delivery days, transport method, credit status
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Recorded calls for quality monitoring
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Bibliographic knowledge base
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Dedicated trainer in each department to ensure continuity of service
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Telesales service
Order Entry
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Various forms of order entry including:
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Manual input
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Standing order system
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Vista Generic Transaction Gateway
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EDI/Pubeasy
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Academic and Christmas Hotlines
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A next day service is available on request throughout the year operating within
pre-determined parameters
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Multi-currency invoicing
Direct Services
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Schools and academic institutions
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Inspection Copy Service
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Mail order including cash and credit card sales with reporting provided from
mailers using promotion codes
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Invoicing for online products and Early Learning Credits
Central Accounts
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Tailored service to individual customer requirements
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Customer Service and Debit Control function in one area for our larger accounts
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Quality control pre and post delivery
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Regular information feeds re. Pack sizes, publication / reprint dates
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Central Pre-authorisation for returns
Export
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Designated account contacts for each country and key account
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Customers set to preferred day where possible to tie in with shipper deadline
and maximise box fill on orders
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Dealing with shippers on a daily basis and raising quote for couriers as
required
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Used to dealing with consignment accounts and overseas distributors
Telesales
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Dedicated telesales team to exploit sales opportunities
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Support field sales
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Or target specific customer base
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Or target specific titles
Credit Control
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Continual monitoring of accounts and clients exposure
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Debtor analysis/reporting
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Details on payment terms and stopped accounts available on request
Publisher Services
Our Publisher Services people are the primary point of contact at Bookpoint for
our client publishers and are dedicated to ensuring the high level of service
that our clients have come to enjoy. We encourage our clients to have regular
'operational' meetings with Bookpoint to forward plan and discuss any issues
that may be facing either publishing or distributor.
Bookpoint Distribution
Order Turnaround time
Bookpoint is committed to delivering 100% of rapid orders on time, all
preferred day to retail, major account and export is monitored with again a
100% target for despatch within pre-determined KPIs.
Trade customers ordering with Bookpoint can request at no additional charge to
themselves:
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'Next day' delivery service = 2:00pm cut-off all year around for UK (minimum
order £100 retail)
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Academic and Christmas hotlines
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Wholesaler and major accounts = We agree and regularly review the service
pattern with these accounts and provide delivery days or set slots as required
Carriers
Parcel Carrier
Parceline Next day service on all UK traffic
(except Highlands/Islands)
Pallet Carrier
Oxford Logistics on all traffic. On-line Pod's are
provided for all despatches.
Bookpoint Vans
Bookpoint operates its own small fleet for time sensitive or otherwise
specified deliveries. The vehicles are equipped with GPS monitoring
and in-cab communications to ensure full track and trace.
Export Carriers
We deliver to the customers designated shipper or
direct to destination as required.
Service level agreements apply to all our carriers and are monitored daily. The
service is verified against actively sought customer feedback and with regular
meetings to discuss KPIs with our carriers.