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Client Since:
Products used:
EchoMail® Customer CareTM
EchoMail® Direct MarketingTM
EchoMail® Data WarehousingTM
EchoMail® Web FormsTM
EchoMail® SFATM
Number of E-Mails processed
Average monthly E-Mail volume
51,000
Service Solutions
Customer Care
Direct Marketing
Data Warehousing
Web Forms
SFA
Types of Services Provided
Strategic Consulting
Database Marketing
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Holistic approach to Market Research
Success Story: Taylor Nelson Sofres plc
Company Overview
TNS-NFO is one of North America’s leading research
Agencies with its headquarters at New York; its merger with the NFO worldwide
group gave it a worldwide presence. The size of its network and scale of its
operations can be gauged by the fact that it has 14,000 regular employees on
its rolls worldwide. TNS-NFO adopts a holistic approach to market research and
does not treat it as mere information collection, it offers customizable
research services to suit the industry specific, product specific, region and
need specific requirements of its clients. It adds value to its services by
stretching beyond the confines of market research and doing analysis,
interpretation and forecast of the data it collects. TNS-NFO provides low cost
solutions through constant innovation and investing in technology. It is a global
company with local expertise and knowledge and quite often conducts social and
political polling, which need a lot of local exposure.
Before EchoMail
Given the nature of its business the electronic mail
became a vital component for TNS-NFO and a huge E-Mail traffic was a natural
consequence given its scale of operations. It began to weigh various options
through which the benefits of this medium could be optimized both internally
and externally. It had to cope with a large inbound as well as outbound volume
of E-Mail. TNS-NFO used E-Mail right from the web forms that respondents needed
to fill up to tracking its field force and felt the need for effective E-Mail
management for better operational efficiency.
The EchoMail Deployment
TNS-NFO chose EchoMail as its strategic partner to streamline its entire web based activities.
EchoMail reviewed the client’s needs in depth and realized that a
broad-spectrum strategy needed to be adopted in view of the varying nature of
E-Mail usage. It was a challenging assignment and called for the deployment of
multiple solutions. EchoMail® Web Forms™ made it easier for respondents to give
their views online. This was a double benefit making it less time consuming for
the respondents and helping TNS in getting higher number of responses.
EchoMail® SFA™ was used to keep track of its large and scattered field force,
EchoMail® Customer Care™ channeled the huge number of responses coming in
everyday to the relevant departments, EchoMail® Data Warehouse™ played a key
role in storing complex reports Across inbound and outbound data, better
management and easy access of the same, EchoMail® Direct Marketing™ was
deployed to reach out to its highly spread out respondents and also to its
customer base.
After EchoMail
TNS-NFO was able to
improve its overall performance; better E-Mail management became evident in
every sphere of its activity. Reaching out to a critical mass as required by
the client is always a daunting task for most research agencies since
respondents do not have time for lengthy questionnaires, web forms facilitated
easy response and helped in getting over this issue, Customer Care helped in
routing research feedback to the right departments and analyzing the message in
them for a better understanding of the market. Storage, categorization,
management and easy retrieval of data according to category are essentially the
key elements for the successful functioning of a research agency and Data
Warehouse helped in both qualitative and quantitative improvement in these areas.
Direct Marketing became a convenient tool to send out response campaigns,
maintain relationship with clients through regular mailing and also reach
potential clients effectively.The synergy of EchoMail solutions helped TNS-NFO to offer better service to its customer
base resulting in their satisfaction and retention and also in acquisition of
new business.
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