Campaign Center Overview

Camapaign Center is made up o f many integrated components. All components are included with the standard installation of Campaign Center. Following is a brief overview of some of more commonly used components of Campaign Center.

Bulk import orders from call centers and shopping carts

Accept order files in multiple formats from call centers, shopping carts and other 3rd party vendors and partners. Flexible field mapping feature ensures quick setup. Set campaign policy to decide whether to recalculate sales tax or shipping charges or accept charges already contained within import file. Allows for importing of multiple payment methods for each order.

Fast and flexible order entry screens

In-house staff can enter phone orders quickly. Easy to use screen, natural flow and comprehensive error checking ensures accurate order entry with minimum training. Manager can set policy to limit price discounts. Policies can be made for mailed check with incorrect amounts, to allow orders without sales tax or S&H.

Multiple saved customer ship-to addresses are supported. Multiple payments methods are allowed for one order. So for larger orders, customers can select to divide the payment into checks, credit cards or cash. Full support for EZ-Pay and continuity payments. Orders can be tagged to be held until a certain date before processing, useful for holiday or gift shipments.

Easy product group/style entry, handy for products with size and color attributes or make and model attributes.

Process credit cards and ACH payments quickly

Support for batch and real time credit card and ACH payment processing. Policy can be set to decide whether to pre-authorize orders, ship then capture payment or capture payment prior to fulfilling order.

Multiple payment processors and merchant accounts are permitted for a single campaign. Extremely flexible in assigning payment transactions to payment processors and merchant accounts. For example, you could select to send all orders downloaded from shopping cart to be submitted to Authorize.net, while sending all MasterCard orders received from a remote call center to TransFirst. You can sort orders by transaction amount an send your highest value orders to your discount payment processor. You can even select where each individual payment should be submitted.

Campaign policy allows managers to decide how to handle declined transactions for each payment processor. For example manager can select to notify operator when payment processor network is down, notify customers by email when a transaction is declined due to excessive withdrawals. Manager can select to automatically cancel order in certain decline cases such as stolen card. This policy can be set independently for each campaign and payment processor. You can set policy to automatically re attempt failed transactions or put them on hold for operator review.

Preauthorized orders are automatically submitted for capture after shipping or fulfillment has been completed. Refunds are also automatically submitted to original payment processor for proper credit.

Allocate inventory to orders

When you are short on inventory, this program will allow you to zero in on the most critical orders and fill those first. Inventory allocation is based on pre-set policies for each warehouse. It allows the warehouse manager to create multiple allocation routines to be processed sequentially. For instance, you could create an allocation algorithm to process all web orders that opted in for next day shipping. Save that as the first algorithm. Then create another algorithm to fill those orders that you can fill 100% using the Fill Rate Ratio feature. Save that as the 2nd algorithm. Then create another algorithm to allocate to all remaining orders to be shipped in next two days using on FIFO basis. Save that as the 3rd algorithm. Launch the allocation program and it will run three times, once for each algorithm.

Allocation algorithms are saved for each warehouse manager. A manager may manage one or more warehouses.

Ship thousands of orders quickly

Shipping Console is where the warehouse manager can manage shipments in bulk or individually. Their job is to make sure that Shipping Console is cleaned up by end of business. Here they can view and manage all pending shipments or filter on client, campaign, shipping method and other parameters. They can change the shipping carriers and service as need for one or more orders, print packing lists, forms, mailing labels, manifests, etc. As orders are confirmed by pickers, they disappear from the Shipping Console.

Picking Console is where warehouse pickers confirm that they completed a shipment. Once a package is picked and packed and ready to leave the warehouse, the picker simply scans the barcode printed on the shipping form. Picking Console can recognize bar codes for tracking number, shipment id or batch. Auto-Confirm let's pickers quickly scan in many packages per minute. It will warn if the scale weight is different than expected weight and the allowable margin. Picking Console can run on PCs or handheld devices. Picking Console will be available in English and Spanish.

Powerful Customer Service Interface

All customer history is available on one uncluttered screen. No cryptic acronyms are used here and a logically laid out tabbed interface ensures fast training of new Customer Service Reps (CSR). Newest orders and important events flow to the top. Here the CSR can view very detailed information about orders, offers, continuity programs, shipments, payments, refunds, returns, RMAs, etc. They can perform routine tasks such as generating an RMA, replacement of lost package, requesting refunds and many other common tasks. An events list, shows exactly what events have happened in the order's life cycle. Events can also alert the CSR or fraud attempts, credit problems, past due payments, invalid credit card accounts and other critical customer service issues. Unlimited customer notes and order notes are shared amongst CSRs.

Returns and Refunds

When you ship thousands of packages a day, you'll receive hundreds of returns a week. Campaign Center enables you to automate the processing of returns and refunds based on campaign policies. Returns and refunds are handled in parts by different departments. A warehouse clerk receives the initial returned package and logs the return in the system using a barcode scanner, noting the return reason, product condition and whether the customer has requested a replacement package, a refund, or other requests. Based on parameters set in campaign policy, the refund request may qualify for a Rapid Refund or it may need to be further reviewed by customer service. Policy dictates maximum refund amounts and allowed replacement period. Years of experience has been built into creating realistic policies to minimize fraud and maximize efficiencies. All refunds requests have to be approved. Approving refunds is easy as all requests are categorized for batch processing.

Reports

All the usual sales, financial, inventory and performance reports are provided. A number of unique reports designed for continuity programs and EZ-Pay management give you unprecedented insight into your campaign. These reports reveal where your customers are dropping off the continuity programs. The Reports Explorer helps you find the right report quickly.

All reports are written using Crystal Reports so it's easy to create a new report. The challenge with writing a new report is usually not in creating the report itself but in creating the query screen to get user input such as starting and ending dates, sort order, filter parameters, etc. We've created a unique Report Engine that makes this process really easy for us and for your in-house programmer(s). The programmer simply asks the Report Engine to get the needed parameter. The Report Engine will then automatically create the query screen and pass the required parameters back to the calling report.

Inventory and Warehouse Management

Multiple warehouses are supported. A fulfillment warehouse may belong to one or multiple clients. A warehouse may be divided into zones and locations for product inventory storage. Zones, Aisles, Bays, Shelves and Bins are supported and tracked. Warehouse locations can be added individually or in bulk using the built in Location Wizard which can create hundreds of locations based on your warehouse design.

Simple screens enable the warehouse manager to add, adjust or move inventory. Every product receipt, movement, adjustment is tracked. Full inventory audit-trail is maintained in dedicated tables for easy export and further analysis.

In larger warehouses where a full inventory count is unpractical, cycle counts are used to count products on a predetermined frequency. The frequency can be defined as abc codes in Campaign Center where for example, high-value products are marked as "A" and counted every 7 days, the next tier of high-value products are marked as "B" an counted every 30 days and so one. Products with low values may be counted once a year. Cycle Count jobs created and assigned to warehouse pickers. Job results are entered into Campaign Center by warehouse manager.

For pick and pack orders, Campaign Center routes the picker through the warehouse in the most efficient method until the package is fully packed. Pickers will not waste time zig-zagging through a large warehouse searching for products.

Suppliers and Purchase Orders

Purchase order functionality is provided to compliment the inventory management system and track products on order. All customary PO functionality is provied plus a shopping comparison feature that displays all previous purchase prices from different vendors for a given product on one screen. A default supplier can be assigned to a product plus all other suppliers, their price points and discount levels are stored and displayed on the PO screen. Buyer may issue POs for one or all warehouses. Each PO is received at destination warehouse into the receiving zone.