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Case Studies : Sappi Fine Paper

"R&R" usually means Rest & Relaxation – but when it comes to the call center services OnBrand24 provides for Sappi Fine Paper, it stands for Responsiveness & Relationships.

OnBrand24 is a full-service call center based in Beverly, MA, that uses a full range of services in support of Sappi, a preeminent North American producer of coated fine paper with production capacity of 1.3 million tons of paper annually. Each year, OnBrand24 transacts hundreds of thousands of communications with Sappi customers all over the U.S. and Canada.

The OnBrand24-Sappi relationship, rare in the call center industry for its longevity, dates back to 1990. OnBrand24 is integrated throughout Sappi’s CRM strategy – from inbound customer service, order processing and mail fulfillment, to outbound marketing awareness, to email outreach and database maintenance, to product warehousing and archiving.

The centerpiece OnBrand24 service is rapid and accurate response to specialized paper sample requests from Sappi customers, who include designers, printers, paper merchants and publishers. Hundreds of complex sample orders are handled every day by OnBrand24 agents, who process the orders and export them to Sappi’s shipping center in New Jersey. This requires thorough knowledge of Sappi’s product line, accurate reporting of the sample order (including brand, weight, color and size) and real-time tracking information.

OnBrand24 is measured on timeliness and accuracy, and the call center consistently measures up well.

"OnBrand24 is very reliable," said Patti Groh, Director of Marketing Communications, Sappi Fine Paper North America. "We depend on them to seamlessly handle the critical first phase of the sales cycle – the sample request – and also to relate to customers on a personal level that represents Sappi well and reflects our culture."

Over the years, OnBrand24 staffers have developed strong relationships with Sappi customers.

"Some customers like to take their time, tell us about their weekends or their kids, while others are all business – they just want quick detailed response and rapid feedback," said Mark Fichera, OnBrand24 CEO and President. "So calls can last anywhere from 1 minute to 15. We know how to treat each customer, how to handle any situation. We get the order details right and we handle the relationship right, too."

OnBrand24 also works closely with Sappi’s regional sales representatives, processing high volumes of sample orders over the phone, by email, fax or online. Orders can be highly complex, requesting that 25 separate sample items be sent to 15 different customers. All of them are dispatched quickly and with maximum attention to detail.

And because OnBrand24 is in operation 24/7/365, the call center is always available to provide order shipment tracking updates in real-time.

Managing Sappi’s sample order operation is just the start of the paper company’s relationship with OnBrand24. The call center’s outbound services are used to support Sappi industry award programs.

OnBrand24 assists Sappi with two of their award programs, Ideas that Matter and Printers of the Year. The "Ideas That Matter" award, is an annual grant program that helps designers support and transform their creative ideas into a powerful force for social good, such as anti-smoking and environmental conservation. The Printers of the Year awards, a highly prestigious industry honor given for excellence in printed communication.

For both, OnBrand24 serves as a "call for entries" generator, calling thousands of contacts and encouraging them to participate in the awards competitions.

In addition, OnBrand24 manages Sappi’s email outreach program, which includes maintaining their email database, updating and editing tens of thousands of customer email records and developing segmented, specialized lists. Those lists are critical to rapidly notifying customers about special promotional offers, price changes, new products and targeted offers for market segments.

"The typical email service firm would put Sappi at the end of a queue and make them wait their turn, but we get their emails out in a matter of one or two hours," said Cecilia Thompson, OnBrand24, Director of Major Accounts. "Managing their emails is very detail oriented with a lot of real-time edits and alterations. But Sappi is in a highly competitive, fast-paced industry, and that’s the kind of agility and quick turn-around they need. We’ve optimized our operation to meet that need."

OnBrand24 also handles brochure and literature fulfillment for Sappi promotional programs, with mailings numbering over 10,000 annually.

And the call center serves as archivist of Sappi promotional and advertising campaigns going back more than 10 years. Hardcopy content is kept available for Sappi marketing staff or their ad agency for review of previous creative work.

"OnBrand24 is woven into the Sappi fabric – we think of them as an extension of our own staff," said Groh. "We have complete confidence in their ability to respond rapidly to our customers and maintain great relationships with them. They know Sappi so well – and they know our customers so well – that they’ve become an important part of our success."

About OnBrand24:
Company LogoWe are a Massachusetts call center services provider serving clients in the Boston area, New England and nationwide. For 30 years, OnBrand24 has delivered domestic, 24/7 outsourced telemarketing, telesales, inbound order processing, help desk, outbound B2B lead generation and appointment setting. Our mission: Enhance the customer service and sales revenue of our clients and lower their business costs.
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Today's Tip of the Day - Plan Training In Advance

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

Published: Wednesday, August 4, 2010

Printer Friendly Version Printer friendly version

2021 Buyers Guide Training


Charlotte Purvis
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.


Call Centers
Contact Centers
Admin Training
Supervisor Training

Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)

Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.

Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page
(read more)


CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.

OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.

Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.


VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge

Service Quality Institute

Customer Service Training Programs
We have over 20 customer service training programs you can use on-site. With our technology, we eliminate 95% of all travel expenses for participants and trainers. The design of our programs reduces the training time by 80% which is the most expensive part of training and we eliminate the need for professional trainers and facilitators.

The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.

About us - in 60 seconds!

Latest Americas Newsletter
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