01 June 2008

Surprise Win for ESco - The Chartered Institute of Personnel and Development

CIPD the professional body for the increasingly important/powerful HR industry publish a range of  Subscription Information Services which are promoted and sold as high value subscriptions with accompanying books, newsletters and updates which replace sections of the product which is sent out at the commencement of the order.

Increasingly sophisticated marketing requirements and security systems to prevent abuse of this valuable information were bumping up against the limits of the incumbent bureau and in early 2007 CIPD appointed a publishing industry consultant to research the market to find a bureau that could manage the customer database, process orders via post, phone and an e-commerce solution, manage stock levels and provide warehousing for the stock, could operate a sophisticated pick and pack operation, deal with returns from the Money Back Guarantee subscriptions and produce full sales reports. Critically, it was important to be able to filter and forward customer feedback to keep CIPD in tune with their market.

Over the course of the four month tender process, which ESco entered as the token long shot, a number of meetings took place, initially with the consultant and then with CIPD, before the field was narrowed to two horses with ESco eventually emerging as the winner.

“I have been delighted to work with Esco over the last few months. As well as managing our work efficiently and accurately they have taken great care over customer service issues, and have given us some great marketing ideas.” commented Nathan Harris, Operations Manager.