FAQ

• What makes you different from your competition?
  We're a subsidiary of one of the world's largest subscription publishers and that gives us a unique insight into the importance of customer service and customer retention to bottom-line profitability. We act as a true marketing partner to our clients. What's more, we provide two quite distinct business models to manage your fulfilment needs: for magazines and for direct mail/continuity marketing.
• What exactly do you mean when you say you're a marketing partner to your clients?
  The key reason is that we're proactive rather than reactive, and we work closely with our clients to improve their business. For example, we look at the speed of data entry, the volume of customer service queries, renewals and invoicing series and timing, and come up with tactical and strategic tests to improve all facets of the business under our control.
• How are you different from the third party payment processors?
  We have direct local banking relationships in 14 countries in Europe alone, as well as agreements with the major credit card companies and processors. We trade on our total volumes from premium global clients to get the best pricing, and we pass these benefits on to our clients.
• Does TW4 support both US and UK ABC audits?
  Yes, we support ABC US and UK filings, and we're currently implementing automated UK ABC reporting. ABC media storage is archived electronically for ease of audit.
• Can I get the same discounts as your premium global clients?
  Yes: as a client you will benefit from the very attractive pricing that we have negotiated on postage costs, banking commissions, paper, packaging, printing and all other third party services.
• Where are your offices located and where are your headquarters?
  Our fulfilment and customer contact centres are in Amsterdam, Hong Kong, Japan and Johannesburg. Latin American subscriptions are managed from either Amsterdam or our Tampa, Florida office. Our international headquarters are located in Amsterdam and should be your first point ofcontact us.
• Can I contract services separately?
  We're always happy to discuss new opportunities, and we often receive requests for servicing specific fulfilment tasks. You'll find that by using our complete service, you will gain maximum benefit.Contact us to talk about your needs and how we can help.
• Can you manage my international circulation, and transmit data to another bureau for my global audit?
  Yes, we are happy to work with multinational clients who submit one global audit statement.
• Can you help us determine if product extensions make sense for our magazine?
  Yes we can. We have extensive experience in extending magazine brands into new product areas, and we often help clients through planning, implementation, and rollout. We can act as your support staff in merchandise or product sourcing/acquisition through to distribution and analysis.
• Do you offer assistance with renewal and invoice creation?
  We'd be delighted to show you our document creation systems - simply contact us. If you need a totally comprehensive service for your renewal and invoicing promotion, we can deliver it.
• How do you protect the integrity of the data of competitive magazines that you fulfil?
  We're well aware of the need for total security, and the customer and product data for each client is stored in physically separate databases: this guarantees that there is no risk of mixing data between competing (or non-competing) clients.
• When working for multi-title publishers, do you keep a central customer record, with individual properties linked to the core record, or do you manage each title's subscription data separately?
  For every client we offer total data integrity, so that customer subscriptions can be handled at whatever level you require.
• How would you service our independent pan-European subsidiaries?
  With discrete systems and using staff speaking the local language - but we would price it on total volumes to give you global cost benefits.

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