Membership and Subscriptions Management

Key to managing your direct communication with your membership or subscription customer base is your database.

We can develop a database and CRM system from scratch or work with your existing database structure. Our database management system can provide all of the following, or it can be a lot less sophisticated, it depends what is needed.

Securely hosts and manages your customers information

• Contact details, transaction history, marketing campaign responses etc.

• You will know who is in your database, how long they have been in it, how they came to be there, what they buy from you, how they buy from you etc.

• Data kept clean and audit trail available.

Drives your marketing campaigns

• Drives renewals, cross selling, acquisition campaigns.

• Campaign reports will identify which media you should use, which offers are likely to work for different target groups etc.

With access to the system online you stay in control

• Self service data selections, many options for importing/exporting the data.

• Real-time reporting including marketing campaign reports and ROI analysis to enable effective planning of marketing activity.

• Fulfilment reports will illustrate our performance against the SLA.

• Sales reports will provide all the financial information you require.

Inbound contact management
Offering your members/subscribers a variety of communication channels is key to satisfying their needs and we provide the facility for you to outsource call handling, email query handling, data capture from postal responses and faxes, and even SMS broadcasting and response handling.

Our contact centre in Bedfordshire is staffed by a hard working team experienced in customer service, sales order processing, subscriptions management, membership management and donation handling.

As well as a standard phone number you can have an 0800 / 0844 non-geographic number set up to be published on websites, packaging, stationery or media. When a caller dials the 08xx number, this routes into our call centre. The inbound call is answered in your company or campaign name, and the call agent will access your specific IT system and customer database.

With comprehensive product training and access to call guides and FAQ's call agents will answer caller queries and provide help as if they are sitting in your own in-house call centre. We are not a 'hard selling' call centre, but we can cross-sell and up-sell where customers are contacting us to place orders.

We can also set up email addresses and PO Boxes so that your customers email and postal queries are fed into our contact centre and responded to appropriately.

We provide scalability to meet demand fluctuations, and as well as live contact management we offer voicemail and Interactive Voice Response (IVR) services.

The dialling code for Bedford (in Bedfordshire) is 01234, which on it's own is quite a good phone number to promote for marketing purposes!

Outbound calling
We do not operate a cold calling hard selling call centre, but we can make cross selling and upselling calls and data collection calls to your customer database.

Email marketing
To support our direct mail services we also provide an email broadcasting service. We use a market leading system that provides all of the reporting and functionality you would expect including online access to the campaign analysis.

Data capture and data processing
We data capture from a variety of channels including:

• Postal responses (coupons, order forms, off the page)

• Phone calls

• Emails

• Faxes

• Websites

• Voicemail messages

• Returned mail etc

We have strict quality control procedures and utilise Quick Address, PAF software and other tools to enhance the accuracy of the data captured.

We can return, recycle, or archive postal/fax responses, and we provide daily data capture reports.

Payment processing
BTB Mailflight can process a wide variety of payments including cheques and card payments, our card payment processing provider is Commidea, the UK’s leading developer and provider of credit card processing systems and services.

We provide banking and reconciliation, and all payment processing is carried out in a secure environment. Our site is close to Bedford town centre which has most high street banks located in it.

Direct mail campaign fulfilment
BTB Mailflight offers a comprehensive range of direct mail services. We can handle high volume mass mailings, and smaller more complicated campaigns involving variable inserts and complex personalisation.

Typical membership / subscriptions mailings we handle include:

• Membership / subscription acquisition campaigns

• Membership / subscription renewal marketing campaigns

• Upselling and cross selling direct mail campaigns

• Mailing of statements and invoices

Our direct mail solution includes the following comprehensive range of services:

• Materials procurement & print management

• Data processing

• Laser printing: carrier-sheets, letters, forms, invoices etc

• Inkjet personalisation - high speed inkjetting onto postcards, envelopes, brochures, catalogues, polywrap etc

• Polythene wrapping

  • 5 Sitma polywrapping lines

  • up to 10 inserts

  • selective insertion

  • online inkjetting or addresses or carrier-sheet insertion

  • polybagging

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  • Label application

  • Hand inserting

  • Boxing/packaging of bulk catalogues

  • Covermounting/tip on's

  • Hand matching

Email marketing
To support our direct mail services we also provide an email broadcasting service. We use a market leading system that provides all of the reporting and functionality you would expect including online access to the campaign analysis.

A perfect example of email subscriptions marketing campaigns we handle alongside direct mail campaigns is The Economist. We produce and mail millions of direct mail pieces for The Economist, this includes quarterly, monthly, weekly and daily fulfilment. To follow up these campaigns The Economist also send out a cycle of emails with varying offer messages and emails.

We are one of the UK's leading international magazine/periodical polywrapping and mailing specialists.

We have 5 Sitma polywrapping lines and polywrap millions of magazines and newsletters each year. Our polywrapping lines are equipped with:

• Online inkjet addressing

• Carrier-sheet insertion

• Capacity for up to 10 inserts

• Selective insertion of 3 inserts

• A covermounter

• Strapper

• Missing product and double sheet detectors

Our polywrapping services are ISO9001:2008 quality approved, and as well as polywrapping and addressing we can also supply your polythene, this includes plain, printed and ‘environmentally friendly’ options.

As well as polywrapping and addressing magazines and newsletters we can also handle the postage. There are many postal operators in the UK mail market now that Royal Mail's monopoly has been ended, so to get the lowest postage costs for your UK mailings it is important you choose a mailing partner that can offer all the UK postal services now available as well as Royal Mail's services.

Send us your mailing brief and we will be able to identify our most cost effective UK postal solution which includes:

Royal Mail discounts
As one of Royal Mail's largest partners we can produce and sort your mailings to enable you to achieve Mailsort discounts and volume discounts that can be as high as 30%!

Down Stream Access postal solution
We provide our own Down Stream Access (DSA) postal solution which can provide significant discounts on Royal Mail's equivalent sorted postal service.

Alternative UK postal accounts
We can process mailings to be posted by the likes of TNT, Citipost, UK Mail, DHL, Secure Mail etc, so if you are big enough to have your own account with them we can handle your mail fulfilment. We understand exactly how to print, sort and present the mail ready for collection by these postal operators.

Injecting mail into the UK from overseas
As well as handling UK mailings for many UK companies we also work with international businesses looking to inject mail into the UK postal network and achieve postage discounts.

More about our UK postal services >>

BTB Mailflight's 63,000 sq ft order fulfilment centre processes thousands of orders a day. For many clients we undertake daily order fulfilment services i.e. ecommerce fulfilment, and brochure request fulfilment, whereas others work with us on a campaign basis and we can gear up our order fulfilment centre for peaks and troughs in demand.

Request our Order Fulfilment Pricing Calculator (Microsoft Exel file) so you can estimate the cost of outsourcing to BTB Mailflight.

Our order fulfilment clients range from Christian Aid where we fulfil hundreds of thousands of items during a two month campaign, to young ecommerce businesses for which we provide fulfilment of around 500 orders a month.

Our order fulfilment solution is truly flexible and scalable, we will commit to a Service Level Agreement (SLA) and provide online reports.

Our inhouse software developers can work with you to integrate your website and other data sources with our system to automate the order fulfilment process, and our system is linked to many postal and courier carrier systems so we can provide low mail order distribution prices.