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United Magazines book club mobile customer management system
Case Study
Home > Products & Services
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United Magazines Ltd. is the market leader
of Finnish magazines and periodicals,
publishing 37 different magazines. United Magazines Group owns
Suur Eesti Raamatuklubi AS,
the biggest book club in Estonia.
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Challenge
Suur Eesti Raamatuklubi (SERK) book-club has tens of thousands of subscribers.
Every month they are offered a full catalogue of books to choose from. In addition,
there is a club-book, which is sent to everybody, unless they
choose to pass. If you wanted to pass the club-book, you had to call the company
and you were assisted by an operator.
As the number of the subscribers to the book-club grew, the manual handling of all
the phone-calls became a major expense for United Magazines.
United Magazines was looking for an automatic cost-efficient way to handle all the incoming
calls. At the same time, they wanted to maintain the high quality of customer
service.
The challenge to Mobi Solutions was to provide a mobile solution that would also be usable by
elderly people, who make up a significant share of SERK subscribers.
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Solution
Mobi Solutions came up with 2 new user interfaces:
 SMS-interface for
experienced and younger subscribers for sending information quickly.
Voice-interface, based
on Mobi IVR platform for
older and less-experienced users: an user can call and enter their club membership id and information
about the books with mobile keypad. If the client makes a mistake, or has any kind of
problems, she is automatically connected to customer service.
The data gathered via SMS and voice was automatically transfered to SERK database and integrated
with their subscription management system.
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Results
Within 3 months, the new solution cut the amount customer service time by 80%. In addition, its
simplicity contributed to the growth of the number of subscribers to the book club.
In a few months, United Magazines extended the SMS and voice system to also handle
book-orders. Mobi Solutions was again chosen as the solution and service provider.
A few months later, United Magazines started to send SMS-notifications to subscribers via
Mobi Solutions group messaging solution.
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More information:
Veiko Raime
veiko.raime mobisolutions.com
+372 52 71 030
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