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case study

Media August Home Publishing

With transactional emails, we were able to secure up to 300% more customer interactions.

August Home Publishing, a large publisher founded in 1979, publishes five national, bimonthly publications for over 1 million home enthusiast subscribers. Their mission is to “publish guidance and inspiration in four core areas: woodworking, gardening, cooking and home improvement.” They also operate a wholesale division, a mail-order business, their own Woodsmith Store, and produce Woodsmith Shop, America’s newest woodworking TV show.

CHALLENGESKnown for a strong sense of community within its business, with its customers being seen as part of a family, August Home Publishing needed a way to build and sustain key relationships with its customers. For August Home, customer loyalty is key and leveraging brand recognition is paramount. The company relies almost entirely on revenue from subscriptions rather than advertising. Therefore, they needed an efficient way to effectively interact with their subscribers, ensuring brand loyalty.

SOLUTIONSTo better manage their customer relationships, August Home Publishing utilizes CDS Global’s transactional email solution, which sends emails to subscribers once their order has been applied to CDS Global’s fulfillment system. With this solution, the publisher can not only send emails to subscribers to notify them of their orders, they can also provide subscribers with account numbers, start issues, expire dates and much more within their email correspondence. Customers with paid orders can sign up for weekly e-tips, and those with unpaid orders are welcomed into the August Home family, giving them a prompt and positive initial interaction with the publisher.

RESULTS• With CDS Global’s transactional email offering, emails sent to

August Home subscribers are more personalized than before and provide relevant information – including links to August Home’s customer care website, saving unnecessary calls to customer service.

AUGUST HOME PUBLISHING

2200 Grand Avenue

Des Moines, IA 50312www.augusthome.com

August Home Publishing

Paige Rogers Senior Circulation Manager August Home Publishing

�� CUSTOMER SERVICE �� MARKETING SOLUTIONS�� SUBSCRIPTION FULFILLMENT

CDS GLOBAL SOLUTIONS

case study

www.cds-global.com PAGE

02Media August Home Publishing

REVISED: 11/12/13

RESULTS CONTINUED

• CDS Global’s solution automatically selects and sends messages multiple times daily, so customers receive their emails within six hours after transactions are applied to the fulfillment system.

• By expediting communication with customers through an electronic channel, August Home Publishing can easily up-sell their other products and reduce the costs of their future renewal efforts.

“With transactional emails, we were able to secure up to 300 percent more customer interactions,” says Paige Rogers, senior circulation manager for August Home Publishing.

• Subscribers with unpaid orders now have the opportunity to pay online. And because this offering is not limited to orders received via the Web, August Home is able to send subscription data to customers who have placed their orders through the phone, the Web and traditional mail.

• By using CDS Global’s transactional email solution, August Home Publishing provides their customers with true order confirmations that are relevant, timely and welcomed by the subscriber.

• Emails are deployed within hours of an order being placed, and because more subscribers receive the confirmations, August Home Publishing is able to reach more customers and increase positive interactions with their brand.