The Client

The client operates in a Subscription fulfillment industry, seamlessly supporting nation’s leading magazine publishers and membership organizations.
Powered by advanced technologies, client drives customer interaction through comprehensive integrated solutions – from digital and e-marketing
technologies to high-capacity customer service and high-volume transaction processing. Their end-to-end solutions include digital entitlements, e-marketing, ecommerce, remittance processing, customer service, letter shop, direct mail and more.

The Business Challenges

Client’s one of the biggest challenges is to achieve a 360° integrated view across their 7 portals. They were in need of a enterprise level framework to integrate newsletter management, subscription management, content management and content delivery across multiple channels.

Other challenges were
  • Multiple application platforms were used for performing similar tasks e.g. there were different customer service solutions – Phone, self service,email, chat and different ecommerce systems such as Subscription & donation. Hence there was need for unification
  • Since there were different databases for various application platforms, there was a need to integrate these databases for creating consolidated profiles
  • The client was unable to establish a link between subscription fulfillment, e- commerce and customer service
  • Consumer behavior analytics was absent in legacy system. This called for intelligent targeting based on real time analytics
  • Legacy system did not have ability to provide customization abilities to publishers in creating offer pages
Diaspark’s Solution

Diaspark assisted the client by enhancing the existing systems i.e. unifying three application platforms (Page Builder, Shopping Cart and Customer Service) into one application that served the whole purpose.

The following enhancements and features were provided in each application
Page Builder
  • Decoupled reusable page templates & configurations
  • Flexibility to drag & drop widgets on different pages
  • Provision for Dynamic Donations as per customer’s past donations
  • 3rd Party communication library
  • Single interface to configure 3rd party paid coupons
  • Product creation and tiered pricing on offer item level
  • E-cards library & enhanced Gift orders with tiered pricing
  • Ability to schedule future delivery date for gifts
  • Introduction of reward for referral
  • Robust and simplified renewal
  • Gift Renewals with improved functionality
  • Improved Invoice upsell offers (secondary upsells)
  • Integrated entry page for print to online renewals and invoicing
Shopping Cart
  • Integrated Shopping Cart with page builder
  • Widgets to provide greater flexibility for creating pages
  • Easy to configure store
  • Ability to sell subscriptions in shopping cart
  • Real time and batch inventory management
  • Surveys in shopping cart
  • Integrated Product Review management
  • Ability to manage abandoned cart settings
  • Shared tax rate table across the board
  • Ability to view and export customer’s searches
  • Ability to view and export customer’s wish lists
  • E-gift cards in shopping cart
Customer Self Service
  •  Enhanced capability to view Shopping cart orders and page builder
    transaction on single interface
  • Integration with CDB
  • Ability to customize different pages & menu navigation
  • Enhanced and robust digital upgrade offers using matrix
  • Integrated social media widget
  • Scalable reward system
  • Enhanced and real time process for report missed/damaged issues
  • Configurable Order cancellation
  • Configurable Snow birds feature
  • Configurable Stop and Hold feature
  • Configurable Gift renewals
  • Ability to share wish lists on email
Benefits to the Client
  • Intelligent Offer Engine: Consumer behavior analytics provided
    intelligent targeting and consolidated profiling for ecommerce vertical
    and enhanced cross-selling and up-selling
  • Unified shopping cart for Subscription, Membership, Donation and
    products as well
  • Customer Service was integrated with Page Builder and Shopping Cart
    which provided a better experience to customer
  • With unification, management of various application platforms
    became easier and simpler
  • Page Builder: Improved Page builder functionality helped publishers
    create dynamic offer pages on the fly without technical support and
    hence they were able to rapidly create offers and test them to
    optimize financial performance

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