- Canada
Weight Watchers Magazine includes the smartest, latest ideas for losing weight right now from Weight Watchers International, the global leader in weight management services. Founded over 40 years ago, the organization provides 50,000 Weight Watchers meetings each week in countries all over the world.
With an initiative in place to improve the customer experience, Weight Watchers Magazine sought to work with a provider who had a proven reputation for offering subscribers exceptional online customer service. Through their partnership with ProCirc, a stand-alone, full-service circulation outsourcing company that offers strategic, promotional, analytical and operational support to publishers, the magazine was connected with CDS Global.
Upon conversion of their fulfillment business, Weight Watchers Magazine implemented Engage Care+, CDS Global’s optimized customer care site – a solution that is designed to offer simple, quick implementation and rich functionality, including cost-saving automated transactions and revenue-generating opportunities through up-sells and cross-sells.
With its robust customer care functionality, Engage Care+ offers Weight Watchers Magazine an enriched online experience for their subscribers and exceptional online customer service that is not only flexible, but is available 24 hours a day. The site was prebuilt with industry best practices in place, allowing for automated transactions that reduce the number of billed efforts and incur fewer manual fees while providing needed services such as seasonal changes of address.
The Engage Care+ customer care solution from CDS Global has been well-received by Weight Watchers Magazine subscribers, and the easy-to-use site has triggered a significant increase in the number of online transactions. Within the first month of setting up their Engage Care+ site, the magazine saw 200 unprompted renewals and 800 unprompted payments.
Weight Watchers Magazine has also seen considerable savings on outbound and inbound mail processing costs by encouraging customer care transactions in an online environment – notifying subscribers on printed renewals and bills that they may complete their transaction on the Web. And with more subscriber email addresses on file that were secured through Engage Care+, the magazine has additional opportunities for future communication and marketing efforts.
Additionally, the magazine can now focus their efforts on front-end marketing and circulation management and on researching new growth opportunities that will guarantee future success and add value to their bottom line.
“Engage Care+ allows Weight Watchers Magazine’s subscribers to accomplish the transactions they want to make online,” says Jim Motrinec, senior consumer marketing director at ProCirc, “giving us more time to focus on growth and other avenues ofour business."
CDS Global’s solution has provided Weight Watchers Magazine with an opportunity to take advantage of the newest technology to maximize their marketing efforts and improve the customer experience, allowing them to save money on transaction costs, increase revenue-generating opportunities, improve self-service customer care offerings and stay ahead of the competition.