CAPABILITIES – FULFILLMENT

Omeda Fulfillment Services

As part of our overall integrated database services, Omeda has been providing industry-leading B-to-B circulation fulfillment services for over three decades, with an outstanding track record in serving audited controlled and paid titles.  The majority of our clients have controlled and/or paid BPA-audited titles, and we also support numerous titles audited by AAM (formerly ABC). We utilize this experience to enable our clients to maximize their audience development and marketing efforts across multiple channels.

On the Omeda system, controlled and paid records are maintained on the same integrated database for a comprehensive view of your audience.

Subscription and Data Processing

Omeda processes millions of controlled and paid transactions per month across our client base, with data inputs from multiple channels. Our data processing application is a rules-based application that takes input data from a variety of sources (web pages, data entry, telemarketing, event files, and various types of electronic media) and validates, cleanses and standardizes all data before applying it to the production database. Invalid data is rejected, and questionable data is held up from processing for manual review as needed.

To ensure address accuracy on each database, we perform various validation steps within the address at the state, region, postal code, country code and region code levels. In addition, we are fully integrated with USPS’ ACS process to ensure all address changes and nixies are captured and processed in our database. We also provide CASS and NCOA services for our clients, as requested. Omeda’s data standards have earned us an outstanding track record with the leading audit bureaus.

Post-processing duplication checks are conducted regularly on all databases, with special attention paid to the interim and analyzed issues. Since the majority of the publications at Omeda are audited by BPA or AAM, duplication checking is a multi-level process to ensure that each file is as clean as possible.

Audit-related Services

Omeda’s fulfillment operations are in full compliance with all BPA and AAM (formerly ABC) auditing requirements. Each Omeda account manager is completely familiar with BPA/AAM rules and regulations, and, in fact, we employ numerous former audit staff in various departments of Omeda. In addition, the client services staff is supported by our Internal Audit department, which is the main interface between BPA/AAM and our clients. They organize all of the audit requirements, and are consistently on top of all of BPA/AAM’s latest rules and guidelines.

The majority of our clients are audited by either BPA or AAM. Thus, we have worked with both bureaus to streamline our procedures for getting them the information that they need. We supply statistical reports already in the BPA/AAM format; therefore, clients can submit the publisher’s statements themselves, or Omeda can prepare/submit the statements for them using our tools and the audit bureaus’ online tool.

Customer Service

Omeda provides customer service for the majority of our clients, and we have extensive experience in handling a wide variety of transactions. Our Customer Service department processes and responds to all telephone, electronic and hard-copy customer service requests on a timely basis. In addition, our customer service web pages allow your customers to go on-line to get instant access to subscription services, including address changes, reporting missing issues and canceling subscriptions.  Customer service can also be handled by the client, using the same tools as our customer service representatives.

Omeda’s “Audience Search” program allows users to view, add, delete, or modify individual customer records. Users can search for individual customers via various criteria, including name, company/organization, zip code, email address, customer ID, old customer ID, and selection. Customer records feature a multitude of contact, demographic, behavioral and transactional data, as well as valuable information on all product touchpoints, to provide a comprehensive view of each customer.

Fulfillment Feature Summary

1 – Controlled Circulation Management

1.1 – Demographic qualification business rules

Omeda allows any number of unique processing rules to be created based on your rulesets.  For example, new customers who provide demographics which are ‘qualified’ would be processed to your Qualified Addbank/Reserve.  Those who do not qualify would process to another status (defined by you).  In addition, web pages can be created to identify those who do not qualify and send them to a paid subscription page.  This can also be expanded to customers who provide incomplete demographic data.  Those customers can process to a “need more information” class for easy follow-up.

1.2 – Issue file handling (additions/removals, issue splits, print/digital issue splits)

We provide both ad hoc and rules-based processing for issue files to ensure clients meet their rate base.  Clients can easily run a query of the records they would like added and/or deleted (or this can be run by the Omeda account manager), and once the client provides the instructions the add/kill process is then performed by the Omeda account manager.  In addition, our Audience Builder (OnQ) tool features “modeling” fields, where users have the ability to model their circulation using both active and prospect/reserve names.  Since the reserve/inactive names are maintained on the same on-line system as the qualified/active names, you can model various “what if” scenarios.  For example, you can see what your active file demographic categories would look like if you were to activate 5,000 reserve names, or if you deleted all three-year records. You can also make inquiries, run statistics, ad hoc reports, etc. on these reserve names just as you can with the active file.   One of the truly exciting features of the Omeda system is our BCTGEN program, which allows for easily and automatically creating split lots.  For example, if a particular issue was to have a cover wrap for two-year-old names, a special ad insert for presidents, another special ad insert for manufacturing companies, and still a third insert for all subscribers in Illinois, the system would allow for the creation of all of the different splits automatically on-line in less than 10 minutes.  In this way, the printer can be informed well in advance of quantities and bindery requirements necessitated by the lot creation process.  There is, of course, no additional charge for the use of this feature on the Omeda system. This program has handled publications requiring several hundred splits. Print and digital issues are maintained on the same master database, and each group (print, digital, both) can be easily pulled via Audience Builder (OnQ).  Once instructions are provided and selections are made, files are sent to the appropriate printer or digital issue vendor.  We routinely provide this service to hundreds of titles for our clients.

1.3 – Document processing (data entry, telemarketing/3rd party file uploads)

Omeda processes millions of controlled and paid transactions per year across our client base, with varying update frequencies from multiple channels, including web, telemarketing, postal mail, email, and web subscription and paid subscription agencies. Omeda’s data standards have earned us an outstanding track record with the leading audit bureaus.   Our data processing application is a rules-based application that takes input data from a variety of sources (web pages, data entry, telemarketing, event files, and various types of electronic media) and validates, cleanses and standardizes all data before applying it to the production database. Invalid data is rejected, and questionable data is held up from processing for manual review as needed.

1.4 – Reporting (for audit and all demographics)

Standard database and fulfillment reports, including complete circulation, audit statistical summaries, and demographics, can be run on the entire database or any subset of the database at any time.   Omeda’s fulfillment operations are in full compliance with all AAM and BPA auditing requirements, and our data standards have earned us an outstanding track record with these leading audit bureaus.  Each Omeda account manager is knowledgeable in AAM/BPA rules and regulations, and the client services staff is supported by our Internal Audit department, which is the main interface between AAM/BPA and our clients. They organize all of the audit requirements, and are consistently on top of all of AAM/BPA’s latest rules and guidelines. The majority of our clients are audited by either AAM or BPA, and we provide all necessary AAM/BPA reporting for controlled and paid circulation. We have worked with both bureaus to streamline our procedures for getting them the information that they need. We supply statistical reports already in the AAM/BPA format; therefore, clients can submit the publisher’s statements themselves, or Omeda can prepare/submit the statements for them using our tools and the audit bureaus’ online tool. Standard Reports feature dozens of reports to support circulation, audit, database, and paid subscriptions, including: Circulation Reports (including operating and audit-compatible) Demographic Reports Paid Reports (including Financial, Accounting and Paid Marketing reports) Data Tracking Reports

1.5 – Customer Inquiry/Look-up

Omeda’s “Audience Search” program allows users to view, add, delete, or modify individual customer records. Users can search for individual customers via various criteria, including name, company/organization, zip code, email address, customer ID, old customer ID, and selection. Customer records feature a multitude of contact, demographic, behavioral and transactional data, as well as valuable information on all product touchpoints, to provide a comprehensive view of each customer. In addition, we provide an interactive reason activity report allowing our clients to analyze the types of customer service calls and emails being processed by various criteria. Criteria includes date range, reason type, transaction type, and processing agent, and report totals are interactive, i.e. when you click on a number, you can see a listing of customer details.

1.6 – Web subscription forms (creation, management, post submit options, email confirmation)

In addition to creating and hosting a wide array of controlled and paid web subscription forms (> 800 web forms, including mobile friendly registration pages), Omeda hosts a number of preference center and customer service web pages for the majority of our clients.  Our customer service web pages allow your customers to go online to get instant access to subscription services, including address changes, reporting missing issues and canceling subscriptions. Our web services include subscription landing pages which can trigger confirmation pages/offers and confirmation emails, and well as dynamic question capabilities and the ability to pre-populate forms using any information on the customer record.   Via Omeda’s customer service web services, customers can place orders for new orders and renewals, and perform other functions such as: renew a subscription make a payment change or update credit card information for auto-renewal opt-out of auto-renewal request an address change report a missing or damaged issue cancel a duplicate subscription send an email to customer service get a digital subscription cancel a subscription We also have a partnership with Unbounce, which provides an array of self-service web form options and templates for subscription forms, surveys, webinar registrations, etc. to facilitate initiatives in lead generation, marketing, and audience development.

1.7 – Co-registration for newsletter as part of magazine subscription form

We have the capability to facilitate co-registration for newsletters on the magazine subscription form, as well as the capability to set up separate forms for various product types.

1.8 – Promotion Tracking Codes and Reporting

Omeda allows our clients to create their own promotion codes within our Campaign Management tool.  By entering the valid codes, description, and start/end dates, our reporting system can accurately help you determine the ROI for each of your efforts. Our reporting can also provide detailed analysis on promotion codes for promoting multiple products. For example, on your new name subscription effort, you can track how many people only signed up for the magazine versus how many people signed up for the magazine and two of the newsletters. This allows you to effectively determine the attribution for each product.

2 – Paid subscription management

2.1 – Qualified Paid/Controlled hybrid publication management

Omeda maintains both paid and controlled records in the same integrated system.   Omeda offers a wide variety of fulfillment options to support controlled and paid products such as magazines (print and digital), newsletters, website access, single-copy sales, site licenses, etc. Omeda processes millions of controlled and paid transactions per year from multiple channels, including web, telemarketing, postal mail, email, and web subscription and paid subscription agencies. Omeda serves over 150 publications with paid circulation, and we are very familiar with the unique requirements of paid circulation, including individual, group, agency, and sponsored subscriptions.  We provide the processing of web paid subscriptions via numerous Omeda-hosted client web pages as an authorized/SSL payment site, and we coordinate the flow of web subscription revenue via your merchant account and preferred bank.  Within our Audience Builder (OnQ) query, analysis and reporting application, users can access any combination of controlled and paid subscribers across all products.  Non-web/physical paid documents are keyed by our Paid department after receipt in the mailroom, including physical orders accompanied by credit card information or check. Standard Reports feature dozens of reports to support circulation, audit, database, paid subscription, and email marketing, including: Circulation Reports (including operating and audit-compatible) Demographic Reports Paid Reports (including Financial, Accounting and Paid Marketing reports) Data Tracking Reports Omail (email) reports Sample reports can be provided separately.

2.2 – Financial reporting

For all paid products, we provide comprehensive, multi-dimensional financial reports on a client-specified frequency (e.g. weekly, monthly) for a deeper understanding of activities, including pivot-table functionality, where applicable, to allow users to customize the reporting criteria for specific analysis.

2.3 – Renewal and Billing Series handling

Invoices and renewals are run at client-specified intervals, and reporting is included in our paid reporting package.  We routinely output the invoice/renewal files and interface with the client’s preferred letter shop, making this process seamless to the client.  Email invoices/renewals can also be sent via our Omail services, and this process is set up and run on a regular basis by the Omeda account manager.

2.4 – Automatic Renewal

Omeda’s auto-renewal subscription capabilities are handled via our versatile paid subscription services. With completely customizable price structures, auto-renewals can be processed against a wide variety of campaigns and price points within any given product.   Key Features include: Fully automated run-time scheduling by day, week, month, or quarterly Open to subscription-based product types whether magazine or website Ability to run multiple auto-renewal terms, i.e., daily, monthly, annual, etc. Ability to run multiple price-points simultaneously within a single product Reduce auto-renew fail rate by sending advance notice via email to upcoming credit card expires Ability to send an immediate receipt via email following each successful auto-renew Ability to send an immediate notice via email when a charge fails to allow the customer to renewal online and keep the subscription current Ability to send 30-day advance notification to annual autorenews Complete online customer service capabilities including changing or updating the credit card associated with auto-renewals and/or opt-ing out of auto-renewals Re-tokenization of existing credit card data on in-bound client migrations (dependent on CC vendor)

2.5 – Trial Subscriptions

Omeda accommodates trial subscriptions of various terms, with reporting and automated de-activation based on client business rules.

2.6 – Promotion Tracking Codes and Reporting

The Omeda system is extremely flexible in maintaining and tracking client promotion source codes. The system can be driven not only by source codes, but any other code stored on the record, such as price code, premium code, pay status or any combination thereof.   Promotion code reporting is included in our standard reports, and custom reports can run via our Audience Builder (OnQ) application.

2.7 – Managing Price points

Clients create their promotion codes and pricing offers in the Omeda Campaign Management tool. Pricing can also be further defined by geographic areas – i.e. domestic versus foreign pricing.  Once this is established, the promotion code can dynamically create web page offerings.  For example, a promotion code parameter of ‘gold’ within the URL for the web page would show pricing of $100, versus a parameter of ‘bronze’ displaying pricing of $199.

2.8 – Subscription Agency Order handling

We routinely process agency orders (both new and renewals, from various subscription agencies.  The sales channel is keyed based on each specific agency, and full reporting is available on agency orders.

2.9 – Non-qualified paid subscription management

Non-qualified paid subscription orders are processed in the same general manner as qualified paid orders, with the key difference being that non-qualified orders are classified as such based on the client’s specific business/processing rules.   Via our web hosting services, we also provide the capability to re-direct potential subscribers meeting certain criteria (such as individuals from foreign countries who do not qualify for a controlled subscription) from a controlled subscription page to a paid page.

2.10 – E-commerce solution for paid subscriptions

Omeda provides processing of web paid subscriptions, including integration with leading vendors/services such as PayTrace, PayPal, and Authorize.net.

2.11 – Group subscriptions

Omeda offers several options for managing group subscriptions based on client requirements.  The platform allows for processing and maintenance of both controlled and paid group orders.  Audience Builder (OnQ) (query) and Audience Search (customer maintenance) tools give the client and Omeda customer service reps the ability to locate a group, and the ability to add, modify or remove records from a group. Users can search for groups and individual customers via various criteria, including name, company/organization, zip code, email address, customer ID, old customer ID, group ID, and selection.

3 – Customer Service

3.1 – Email, phone and postal inquiries from subscribers

Omeda provides customer service for the majority of our clients, and we have extensive experience in handling a wide variety of transactions. Our Customer Service department processes and responds to all telephone, electronic and hard-copy customer service requests on a timely basis.  Our customer service reps use the same interface as our clients, which is our “Audience Search” program that allows users to view, add, delete, or modify individual customer records. Users can search for individual customers via various criteria, including name, company/organization, zip code, email address, customer ID, old customer ID, and selection. Customer records feature a multitude of contact, demographic, behavioral and transactional data, as well as valuable information on all product touchpoints, to provide a comprehensive view of each customer.   We provide an interactive reason activity report allowing our clients to analyze the types of customer service calls and emails being processed by various criteria. Criteria includes date range, reason type, transaction type, and processing agent, and report totals are interactive, i.e. when you click on a number, you can see a listing of customer details. In addition, via Omeda’s customer service web services, customers can place orders for new orders and renewals, and perform other functions such as: renew a subscription make a payment change or update credit card information for auto-renewal opt-out of auto-renewal request an address change report a missing or damaged issue cancel a duplicate subscription send an email to customer service get a digital subscription cancel a subscription

3.2 – Nixie and change of address handling

We are fully integrated with the USPS ACS process to ensure all address changes and nixies are captured and processed in our database. We also provide CASS and NCOA services for our clients via a partner service, as requested.