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You can choose which services you require, and the full offerings include:
- EDI ordering
- Credit control and collection
- Web based P&A and ordering Customer services
- Customer Services
Customer Services
The Customer Services team will meet your customer services needs for price and availability, order status queries, invoice and credit queries, and order entry. They are able to provide information to customers about the book and also any promotions in place. Customers are also able to obtain P&A information from the Pearson NZ website.
Order entry is currently via EDI, fax, email, or phone. From December 2005 this has been expanded to allow account holders to order direct from the PearsonNZ website.
The team receive over 4500 calls a month with a 95% call answer rate. Average wait time is under 10 seconds. Our investment in phone management systems enables Pearson NZ to provide a very responsive and personalised phone response.
Credit and Collections
Our dedicated team of 2 Credit controllers provides a focussed management of the collection of debt. Through scale they are able to invest time in working with the larger customers in improving their cashflow, and also follow up with the long tail of smaller customers.
Our level of sales with customers often means we are able to get their attention in paying debt on time.
The team is focussed on establishing strong working relationships with customers including visits to improve this relationship.
Cash is paid to the client publisher on a formula based on collection history, but generally 70% in the month following invoice then 20% then 10%.
Debt risk will normally remain with the client publisher, although this can be negotiated.
Website
In December 2005 Pearson NZ launched a new website to enable customers to check the price and availability of books plus place orders direct from the website. Stock availability is updated five times a day. The Website accessed by entering in www.pearsonnz.co.nz
One huge advantage of this service is the ability to see pricing and availability plus place orders at weekends and nights when bookstores are open.
Account customers are set up with secure order sections.
Future developments will enable the pearsonnz website to use this site for the marketing of publishers’ product as well as administrative information such as invoices and statements.
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