VISIT FLORIDA Finds Ideal Call Center and Fulfillment Partner in ShipWizard
Playing Two Critical Roles: Call Center and Fulfillment Center
“We left our previous call center because we were looking for more of a business partner than a vendor,” says Heather Collins, Contracts Manager, VISIT FLORIDA. “We selected ShipWizard because we could tell from their capabilities and approach that they fit that description. We also liked their company culture because it’s the same as ours: Staff members stay a long time and become part of a corporate family.”
ShipWizard’s ability to meet VISIT FLORIDA’s needs for both a call center and a fulfillment center also played an important role in their selection. “The tight integration between the process of receiving requests and fulfilling them quickly and accurately with vacation guides was a big advantage for ShipWizard,” says Collins.
Smoothly Managing a Complex Transition
“ShipWizard was a huge help in explaining all that had to happen on the back end to make it a smooth transition from a technology point of view,” says Collins. “And we were blown away when we saw the reporting ShipWizard could do for us. They can show me exactly how many calls come in, how many transfer to a live operator, how many vacation guides are mailed domestically, and how many bad addresses and duplicated requests are removed. Nobody had given us that before. And they also showed us examples of what they’re doing for current customers so we could see how it was working in practice.”
Collins accesses the reports that ShipWizard custom-built for VISIT FLORIDA via a web portal. “As a state-funded agency,” she says, “we’re required to report monthly to our Board of Directors. When I do, I know the information is current, not three months old. We also analyze it by month, find peaks in demand, and manage our workflow more effectively. Another benefit is that it helps us make an accurate estimate of how many vacation guides to print each year, which can reduce our expenses.”
Increasing Efficiency, Adding Flexibility
Collins also credits ShipWizard with reducing expenses and increasing efficiency for VISIT FLORIDA. “We’re more efficient—we’re not mailing another guide to someone who doesn’t need it, because they requested one within the last 30 days,” she says. “That’s a cost savings right there.” She says ShipWizard also bundles mailings to get the least-expensive postage rates.
ShipWizard’s flexibility in accommodating new requests has also benefitted VISIT FLORIDA on several occasions. “Sometimes in the tourism industry, we move so fast that no one thinks through how something is actually going to get done,” says Collins. “But we know we can rely on Global. For example, last year we stopped operations in our Canadian office, so we needed to start taking website requests for French travel guides that they were handling. ShipWizard was able to modify procedures quickly to take care of that. They’ve shown on several occasions that they have the flexibility to adapt to changing circumstances.”
Creating the Right First Impression
For Collins, the dependability of ShipWizard may be the biggest benefit. “The biggest compliment I can give a vendor is saying I never have to call them,” she says. “Well, I never have to call ShipWizard. Everything works like it’s supposed to, and if there’s a problem, they’re proactive about calling me. They’re a true business partner that we can rely on.”