| Frequently Asked Questions |  |
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Your DIRECT MAIL questions answered… Is all your work carried out on site? Yes, we don’t use homeworkers to pack envelopes or prepare our mailings, so you can be sure that everything has been through our rigorous quality control checks. How do I pay postage? There are lots of ways to arrange postage. Stamps might be the obvious choice, but you wouldn’t want to lick too many! We can use a printed postage paid impression (PPI) on all of your mailed materials, even if you don’t have a Post Office account – we can set one up for you or if time is short, we’ll use our own and invoice postage to you as part of the job. How do I know my mailing has gone to plan? We hope you will know by the fact that your phone starts ringing and you are busy following up and converting new enquiries, but in any event once your mailing has been issued, we’ll keep tabs on the items returned as undeliverable and will report back to you with a list of ‘goneaways’. You can update your own database from that, or of course we can take care of it for you. Can Cambertown manage my mailing list long term? Yes, we can manage everything from beginning to end and regularly do for some of our clients. We keep them informed with regular reporting and meetings to review mailings and to make sure we’re making the best of our opportunities. What if I need to make changes to my database once I’ve sent it? We can accommodate changes once you’ve sent your database. You’ll have a project manager to keep in touch with so they can ensure your changes are made. Obviously there will be a cut-off point once the mailing is in process, but if it’s not gone into production, we’ll do what we can to help! Is there a minimum/maximum number of mailings you can handle? Not really – we tend to use the choices we have in how we carry out your mailing using a mixture of machines and people to make any scale of mailing as efficient as possible. Plus with 65,000 sq ft of storage space, we don’t have any trouble holding large scale mailings until they’re ready for despatch. For more information see our Direct Mail pages.. Your E-COMMERCE questions answered… Is e-commerce secure? We use a system called Actinic, trusted the world over, and secure web hosting facilities on our own server that help ensure the security of ordering and making payments online. The site will be SSL secured and all data encrypted for extra protection. How quickly can Cambertown despatch an order? As soon as you order is received, it will go through for processing. That means that if it’s completed before our final carrier collection leaves, your customers can enjoy same day despatch. What happens if a customer wants to return goods? The policy on returns is for you to decide and should be made clear on the e-commerce section of your site. Whatever you decide, we can ensure that policy is applied to all of your transactions. And of course, if necessary, our customer service advisors in our call centre can deal with these requests and make sure your customers are kept happy! I have a website already – can you add e-commerce to that? Yes, we can create e-commerce sites that simply attach to your existing site, using the look and feel your customers are familiar with. Our system is modular so you can add new sections as they become relevant too, developing the shopping experience as your product range grows. If we do attach to your existing site, a click on the ‘back’ button will take visitors back to your main site. What does Cambertown take care of? Everything! We’ll start with design, we manage hosting and domains, we’ll even set up merchant accounts on your behalf if required. We’ll see orders through to collation and despatch and after that can generate invoices for your customers, sales reports for you, and manage your stock levels in our depot. All you need to do is promote your site well to make the best of the opportunities that e-commerce gives you. For more information see our E-Commerce pages... Your FULFILMENT questions answered… Can Cambertown handle all the payment administration? Yes – we can either use your existing merchant set-up or alternatively facilitate setting up a new or additional credit card merchant account for you. Does it matter how my orders arrive? Not really, as long as they get to us! We have response teams ready to handle orders that come in via post, fax, e-mail, phone or via your e-commerce site, which we can build and manage in-house. We will work with you to refine order processing to ensure that we’re doing things in a cost-efficient way. I’d like an e-commerce facility to help sell my products – can Cambertown help? We can do it all, from registering your domain, to building your website and e-commerce offer, and managing all the related fulfilment. You can see our e-Commerce section for more information. Is there a minimum order expectation? We’ll want to know roughly how many orders you expect, partly so that we can be prepared, especially for any specific times of year you expect to be busy. We can iron all of that out in conversation about your job. How many pallets can Cambertown stock for me? We have a 3.5 acre secure site with three separate but linked warehouses. All in all, there’s not much we can’t store! Is there a dedicated call centre to handle my orders? We have a call centre to work to high standards of customer care, because we know it’s important for us to behave as you would to your customers. We can set up free phone or non-geographic numbers for them to call orders through, if these numbers don’t already exist. We will always be polite, courteous and constructive. What do you need to know to give me an estimate? There’re a few questions we’ll have which, if you can answer, will mean that our advice, estimate and proposal will be as accurate as possible. When you call us to talk about fulfilment, it will help us to handle your enquiry more quickly if you have answers to the following ready: For more information see our Fulfilment pages... | |
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