BrightKey focuses on member loyalty and retention, whether it’s answering a member question, making a reminder call about renewal, or shipping a book order. With strong association experience since 1988, BrightKey brings a high level of service to every transaction, building member and customer loyalty with every interaction. From full-service operations for membership, publications, subscriptions, certification, and meeting programs, to outbound telemarketing, research, and strategy, BrightKey delivers results. Our full-circle approach means that we meet your specific needs, whether for a single project or a total customized solution.
BrightKey’s services include:
Call Center and Data Processing
BrightKey provides customer service and order processing from our 125-seat call center in Annapolis Junction, MD. A dedicated Customer Care team works on each program to ensure consistent product and membership benefit expertise. Project teams are well-versed in handling complex orders, renewals, customer service, and up-selling and cross-selling initiatives. The in-depth client knowledge also leads to valuable support at on-site events and conferences. Data entry teams work directly in our clients’ software or BrightKey’s in-house Personify System. Customer Care Professionals have strong experience in iMIS, Personify, Impexium, netForum, Aptify, Salesforce/Nimble/Fonteva, NetSuite, proprietary systems, and more.
BrightKey’s Strategic Outreach team places the traditional outbound call into a customer service context and delivers strong results, as well as insights that inform messaging, acquisition, and retention efforts. Integrated email follow-up and pledge callback programs increase engagement and campaign success. Campaigns support the full member journey, including due-to-renew/lapsed/winback programs; new member welcome calls; check-ins for new members and those at vulnerable transition points; conference registration; research and surveys. Our lead warming experts identify and deliver qualified prospects to internal sales departments for high-end membership and corporate sales. The Strategic Outreach team functions as an extension of your staff and drives revenue to your bottom line.
Warehousing and Fulfillment
BrightKey operates two warehouse and fulfillment centers in Maryland, totaling 250,000 square feet. Specializing in fulfillment services, BrightKey offers straightforward Pick, Pack & Ship Services and can add call center capabilities for full-service TurnKey operations. BrightKey ships over 1.2 million orders annually for publications, journal back issues, and merchandise, with close to 100% order accuracy. Capabilities include print personalization and complex kit collation services. Gasch Printing, located at BrightKey’s Odenton facility, specializes in small–to–medium digital print runs that help reduce unnecessary storage and shipping expenses. In addition to the printing of publications, BrightKey offers conversion and fulfillment of electronic documents, eBooks, and flipbooks.
BrightKey’s KeyOnsite Solutions division offers onsite and offsite mailroom management and mail screening capabilities. Mailrooms managed by BrightKey also provide scanning, accountable mail tracking, sorting, distribution, retrieval, bulk mailings, copy center management, courier services, all from the client's facility. Over 15 million letters and packages are processed annually by BrightKey's onsite mailrooms with staffing ranging from 1–100+ employees depending on client requirements. In addition to managing fully staffed secure mail screening centers in your facility or ours, KeyOnsite Solutions can install mail screening units in almost any location and we can also provide reliable backup with our mobile screening mailroom. Check out our video for more information. [Link to: https://youtu.be/KOpNodxAY7U]
BrightKey delivers brand-driven, benefit-focused, and budget-savvy expertise to solve tough marketing problems and take campaigns to the next level of excellence. Our unique 360-degree view of the association marketplace includes a deep understanding of health sciences, education, science/technology, publishing, professional services, and other industries. Specialized services include retention program evaluation, and re-design and implementation of integrated renewal campaigns, incorporating the most cost-effective mix of mail, email, and telemarketing. In addition, qualitative marketing research addresses messaging relevance, member satisfaction, and other communications and program issues. Other services include PURL-driven database cleanup and targeted communications, acquisition, and brand development. Our proprietary “QuickStart” research approach delivers effective short-term tactics and long-term ROI.
Mailing and eBlast Services
Committed to premium quality and expedited service at competitive rates, BrightKey offers both automated and manual mailing services. Our Mail Processing Center provides top quality personalized mailing preparation, processing, and distribution. The full range of services includes direct mail packages and self-mailers, welcome kits, renewal notices, statements, and catalogs. And our full-range of email capabilities integrate with all marketing/membership campaigns, including onboarding, renewal, membership acknowledgement, and product introduction; data integrity programs; and telemarketing support