At BTB Mailflight we aim to exceed the expectations of our clients. With over thirty-nine years experience we have developed unique client service policies and procedures, and a culture of continuous improvement.
Each one of our clients is assigned an Account Executive who is responsible for the day-to-day delivery of BTB Mailflight's fulfilment services, and they are a clients main contact. Account Executives works within a small team, and each team is supported by a Team Leader. The team-working support structure ensures that sickness & holiday cover operates smoothly without causing disruption.
Our client services department is covered by the ISO9001:2000 quality standard so all procedures are recorded and we have a documented complaints procedure (because inevitably on rare occasion things do go wrong, and it is important for us to highlight this, find out what happened, and implement a corrective action so it does not happen again!).
Clients are also allocated a Business Development Manager who is responsible for pricing and for proactively developing the account, and providing advice for on-going continuous improvement.
Your assigned Client Services personnel are always there to help, and will meet with you as required to discuss issues relating to your account. The Client Services department aim to be accessible, approachable, reliable, knowledgeable and professional. Wherever possible we will try to identify opportunities to help increase the effectiveness and efficiency of what we do for you. Service Level Agreements and Account Reviews We work in partnership with clients to set service levels as a measure of performance, and achievement against these will be discussed at regular account review meetings. Client Satisfaction Survey
Our annual Client Satisfaction Survey is used to measure our overall success at achieving the high standards that our clients have come to expect and value. Project Implementation
For large fulfilment projects we will assign a Project Implementation Team who will document the implementation process and timelines. We take a partnership approach working closely with you, your agencies, and previous suppliers where appropriate, to ensure that projects are implemented smoothly and professionally. Business Continuity Plan We are conscious of the effect of a disaster on our customers, on our employees and on the very future of the company. For these reasons we have created and documented our plans, and invested in Business Continuity resources both internal and external, for a situation that we all sincerely hope will never arise. Our fully documented plans are available on request.
Investors In People
BTB Mailflight’s commitment to the training and development of its 180 employees was rewarded in May 2003 when we achieved the prestigious Investors in People status. This recognition is particularly valued because it demonstrates our commitment to both our employees and clients. The result of ensuring that staff work in a good environment, and are given opportunities to train and improve their career prospects, is that they are more committed to their jobs, and provide better quality customer care.
Examples of fulfilment and mailings we handle include:
International Magazine Mailings | Direct Mail Campaigns | Brochure & Catalogue Mailings and Requests | Ecommerce Fulfilment | Donations & Fundraising Material | Corporate Communication | Journals | Newsletters | Point Of Sale Material | Welcome Packs | Product Samples | Financial Literature | Letters | Exhibition Material | Invoices | Magazine Back Issues | Books | Merchandise | Mail Order Products |CD's & DVDs | Conference & Event Material etc
Magazines, catalogues, direct mail, letters, invoices, postcards, packets etc
UK & INTERNATIONAL MAIL DISTRIBUTION
A comprehensive range of UK and international postal services including Mailsort and Presstream, DSA, remail, local look, direct entry, discounted periodical rates, courier and freight.
Priority and Economy services to suit.
RESPONSE HANDLING AND ORDER FULFILMENT
Fulfilment of marketing material, literature, and products. Storage, pick & pack, paperwork printing, supply packaging etc. 63,000 sq ft operation.
We develop sophisticated fulfilment systems and fulfillment reports.
UNRIVALLED CLIENT SERVICE | QUALITY STANDARDS
BTB Mailflight aim to deliver unrivalled client service by providing proactive account management, high quality standards, and competitive pricing.
We are industry accredited and are Investors In People.
BTB Mailflight's client's will be given a password so they can access a resource of useful information such as:
- A contact list.
- An organisation chart.
- Our goods-in instructions.
- Downloadable PPIs and instructions.
- Instructions regarding sending us data.
- Some of our ISO9001:2000 procedures.
- Guides to international mail.
- Our sales presentations.
.. SOLUTIONS: BTB Mailflight work with many industry sectors but have particular experience in the following areas:
