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Case Studies : DBF Supports Direct Sales Growth for Britain's Favourite Home Diary

Contact centre consultants at DBF are now in the second month of pre-Christmas peak sales for the 2016 Dairy Diary which, with sales of over 30 million since its launch in 1982, remains firmly established as Britain's most popular home diary.

During a short but busy peak period through October to December, DBF expects to sell around 50,000 copies of the Dairy Diary and associated products, and to process orders and despatch for up to 150,000 more that are sold to the dairy trade for doorstep deliveries by the UK's 5,000 plus milkmen. Since DBF was appointed to manage the operation in 2008, Dairy Diary's direct-to-consumer sales have leapt 44%.

"Diaries are, perhaps, just about the most seasonal consumer products imaginable," says Nick Rowe, Divisional Manager at Eaglemoss Consumer Publications, who publish the diary. "That means its vital for us to have a flexible resource to manage telephone, postal, email and online sales, order processing and fulfilment. Outsourcing was our only realistic option and DBF has proven to be our best possible choice."

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DBF does much more than simply take orders for the Diary. It processes payment through its PCI/DSS compliant system and manages despatch in direct contact with its fulfilment house. "This is a complete outsourced operation," says DBFs UK Managing Director, Peter Gale. "Nick and his team rely on us to manage the whole operation." However, though the operation is outsourced, Eaglemoss retains full visibility. "We have real time access to DBF's order management and fulfilment system, which allows us to see the status of every sale and track every order to completion," says Nick.

Nice Rowe appreciates not only the operational flexibility that DBF brings, but the quality of teh experience they deliver to Dairy Diary's loyal but demanding customers. "Every year around 65% of sales volume is repeat purchase - often to individuals and families who have relied on the diary for years," says Nick. "They feel a personal connection to the brand, which has to be reinforced by an excellent customer experience when they call to make their order."

Launched by the Milk Marketing Board to support doorstep milk sales in 1982, the Dairy Diary faced the risk of decline as the UK's population of milkmen began to fall. It was acquired by Eaglemoss in 2000 and a strong focus on direct-to-consumer sales has maintained the diary's poll position. "If the Dairy Diary were qualified to enter, it would make the top 5 of the UK's hard back non-fiction best seller list every year," says Nick.

Dairy Diary is one of many products DBF supports for the international partworks publisher, Eaglemoss. The company creates around 80 partwork magazine collections every year for which DBF provides a subsciption and fulfilment operation across Europe, in multiple channels and languages. DBF has successfully managed sales and end-to-end customer experience for over a million partwork subscribers for over ten years, generatign £150 million in revenues for Eaglemoss.

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Today's Tip of the Day - Printing Telephone & Fax Numbers

Read today's tip or listen to it on podcast.

Published: Thursday, November 26, 2015

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2020 Buyers Guide Recording

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

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