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 Publishers Service Associates was started by Mark Hintz in 1999, created from his disappointment with the available fulfillment services. Mr. Hintz's publishing company Sovereign Media had first used a small local fulfillment house with disastrous results...their homegrown software could not count deferred liability correctly. Then, he moved to one of the mega fulfillment houses with equally disastrous results...missed renewal efforts, sporadic batching and caging resulting in wild swings in cashflow, monthly reports on green bar, and a constantly changing account rep.
So, Mr. Hintz decided to start a fulfillment operation built for publishers by publishers. Mr. Hintz went to Williamsport PA, where he had worked as circulation Manager for Grit Magazine, which had just moved its headquarters to the Midwest, leaving in-house fulfillment staff without jobs. Mr. Hintz reassembled this fulfillment staff and Publishers Service Associates was born! |
Today, PSA services dozens of publishers and hundreds of publications, large and small. But we're different from other fulfillment organizations.
Here's why:
THEM: Assembly-Line "Factory" Fulfillment model
Up until now, subscription fulfillment has been handled as a manufacturing process, with one department opening your mail, another department batching, caging and depositing mail, another department performing data entry, and yet another department handling customer service and incoming phone calls. It looks like this:
Open  Batch/Cage Deposit Data Entry Customer Service
These departments were often in different rooms (or even different countries), and one department had no idea what the other department was doing. So errors were never picked up either in the actual mail itself, or in the function performed on the mail. The result? Error riddled subscription fulfillment, missed email and address updates...well, poor customer service.
PSA: Custom Fulfillment Performed by CSR Teams-Working Only on your Pubs
At Publishers Service Associates you have a team of CSRs which work only on your account. It looks like this (it's very simple);
Your CSR Team handles all functions of your account
The same team opens the mail, batches, cages, deposits, does data entry AND handles all aspects of customer service. When they talk to a subscriber on the phone, they often remember processing their request when the order first came in. The result? They catch errors in your mail, make the customer feel special, update your database with phone numbers and email addresses, and make sure the data is entered correctly the FIRST time. Also, your customers receive personal, customized service from your team of CSRs.
There's just no comparison. PSA's program is the model for high quality subscription fulfillment. |
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