user group highlights


Michele Bardell, Supervisor of The Circulation SuperStore^SM, was the guest speaker at the User Group X. Michele informed the group of a new service Kable is looking to provide to it's clients - Subscription Performance Data. This service tracks the delivery times of magazine issues, invoices, renewals etc. This type of data could be extremely helpful to a client in determining whether there is sufficient or too much timing between order receipt, first issue, first invoice, etc.
The reporting of this data also may point out possible errors in the overall timing. The publisher can then examine their marketing reports for further analysis. Kable will be providing this data in hopes that it will help our clients take steps to save money by changing timings or overall strategies. We will open this new service to all clients once pricing has been established.

For further information please contact Michele Bardell at 815-734-5961 or you may send her an e-mail at mbardell@kable.com.

The group was introduced to Lisa White, Director, Customer Service. Lisa has extensive call center and customer service experience as well as a dedication to providing quality service for all Kable clients. She explained to the group that she is personally dedicated to cross training the customer service staff, to quality assessment and process improvement, and continuous training. A new quality program and further training is scheduled to begin in November.

The increasing volume of e-mails and the growing need for additional staff to handle this volume was discussed. As some Group members are getting thousands of e-mails

per month developing a increasing need for reports, the Group eagerly suggested that Kable develop a reporting system for these customer service inquires. It was noted that e-mail does have drawbacks with the greatest being that some subscribers tend to want to chat causing a drain on resources. Lisa expressed that extra care is being taken to minimize these occurrences.

Lisa also shared that using a list supplied by one client, Customer Service has started a small outbound "soft sell" test campaign. As the results of this "test" become known and prove positive, this service will be offered to our other clients.

Gordy Jones, Director, Corporate Data Center, was also a guest speaker. He presented a general overview of Kable's current and future Internet and E-mail capabilities. Among many initiatives in the works -- Kable will be able to provide

broadcast e-mail services and sending renewal notices over the Internet. The end result... substantial postage and printing savings for our clients. We'll keep you posted on when this service is available.

New E-Mail System
IN THE WORKS

Starting in November, Kable will begin implementation of our new corporate e-mail system, Microsoft Exchange. This software will allow employees to send and receive attachments and should be completed in the first quarter of 2000. Kable has also formed alliances with some well established Internet services in providing the necessary support to keep e-mail addresses accurate and up to date.

The creation of a "Discussion Board" on the Kable web page was discussed and met with great interest.

E-Mail Addresses Needed

Kable would like to test mass e-mail distribution before January. If you haven't already, please provide your Account Executive or Vicki Kessel with your address(es). Vicki can be reached at
815-734-5970 or via e-mail at v.kessel@kable.com.

New Kable Summary Reports
Kable has developed a series of one page summary reports of ongoing activity on renewal performance, pay-up performance, etc. These reports are still in the testing stage and should be completed once the imaging initiative and development of automated scheduling systems is accomplished.

Your User Group Representative
Kable will be assigning each of our clients a User Group representative to act as "your" voice during Group meetings. You will be provided with the representatives name, phone number and e-mail address and we encourage you to contact them with any questions/topics you would like discussed. REMEMBER -- the User Group is not Kable's, it is yours - your mouthpiece to represent your issues.


Michele Bardell, Supervisor of The Circulation SuperStore^SM, was the guest speaker at the User Group X. Michele informed the group of a new service Kable is looking to provide to it's clients - Subscription Performance Data. This service tracks the delivery times of magazine issues, invoices, renewals etc. This type of data could be extremely helpful to a client in determining whether there is sufficient or too much timing between order receipt, first issue, first invoice, etc.	The reporting of this data also may point out possible errors in the overall timing. The publisher can then examine their marketing reports for further analysis. Kable will be providing this data in hopes that it will help our clients take steps to save money by changing timings or overall strategies. We will open this new service to all clients once pricing has been established. For further information please contact Michele Bardell at 815-734-5961 or you may send her an e-mail at mbardell@kable.com.

The group was introduced to Lisa White, Director, Customer Service. Lisa has extensive call center and customer service experience as well as a dedication to providing quality service for all Kable clients. She explained to the group that she is personally dedicated to cross training the customer service staff, to quality assessment and process improvement, and continuous training. A new quality program and further training is scheduled to begin in November. The increasing volume of e-mails and the growing need for additional staff to handle this volume was discussed. As some Group members are getting thousands of e-mails	per month developing a increasing need for reports, the Group eagerly suggested that Kable develop a reporting system for these customer service inquires. It was noted that e-mail does have drawbacks with the greatest being that some subscribers tend to want to chat causing a drain on resources. Lisa expressed that extra care is being taken to minimize these occurrences. Lisa also shared that using a list supplied by one client, Customer Service has started a small outbound "soft sell" test campaign. As the results of this "test" become known and prove positive, this service will be offered to our other clients.

Gordy Jones, Director, Corporate Data Center, was also a guest speaker. He presented a general overview of Kable's current and future Internet and E-mail capabilities. Among many initiatives in the works -- Kable will be able to provide	broadcast e-mail services and sending renewal notices over the Internet. The end result... substantial postage and printing savings for our clients. We'll keep you posted on when this service is available.
New E-Mail System	IN THE WORKS
Starting in November, Kable will begin implementation of our new corporate e-mail system, Microsoft Exchange. This software will allow employees to send and receive attachments and should be completed in the first quarter of 2000. Kable has also formed alliances with some well established Internet services in providing the necessary support to keep e-mail addresses accurate and up to date. The creation of a "Discussion Board" on the Kable web page was discussed and met with great interest. E-Mail Addresses Needed Kable would like to test mass e-mail distribution before January. If you haven't already, please provide your Account Executive or Vicki Kessel with your address(es). Vicki can be reached at 815-734-5970 or via e-mail at v.kessel@kable.com.	*New Kable Summary Reports* Kable has developed a series of one page summary reports of ongoing activity on renewal performance, pay-up performance, etc. These reports are still in the testing stage and should be completed once the imaging initiative and development of automated scheduling systems is accomplished. *Your User Group Representative* Kable will be assigning each of our clients a User Group representative to act as "your" voice during Group meetings. You will be provided with the representatives name, phone number and e-mail address and we encourage you to contact them with any questions/topics you would like discussed. REMEMBER -- the User Group is not Kable's, it is yours - your mouthpiece to represent your issues.