Charles Schwab - Unlimited Technology Solutions
Charles Schwab offers financial products and services tailored to fit the needs of individual investors, independent investment advisors and companies of all sizes. Each year, Charles Schwab provides a variety of incentive programs to reward its customers and employees. At the onset of our business relationship in 2001, Links Unlimited was employed as a fulfillment partner for their golf ball incentive program. After the first year it was clear that a web-based solution would better cater to the needs of Charles Schwab’s audience, allow additional flexibility in product offerings, and streamline the redemption process.
SERVICE SOLUTION
In response to the customer need, Links Unlimited first designed, built, and hosted the site for the golf ball program. The site went live, was well received, and based on its success, Links Unlimited went on to create and host redemption sites for all Charles Schwab incentive programs.
While technology is central to the solution, Links provides procurement, warehousing, fulfillment, and call center services in support of the program.
- Product selection is focused on the program audience, while choosing items that can be utilized across categories and seasons.
- All products in the program are warehoused at Links facilities; as orders are placed on the sites they are fulfilled within 48 hours.
- Customer service center personnel are trained to walk in-bound callers through the questions required to fulfill any custom orders and to answer customer inquiries.
REWARDS WEBSITE
This web-based redemption solution replaced a previously manual process. The Links system generates certificates numbers, which Charles Schwab then provides to their customers. Links hosts and manages the site, supports any customer service inquiries, and warehouses and ships the products displayed on the site. Both Charles Schwab and Links Unlimited can view orders real-time. The ultimate goal to streamline the process for the Charles Schwab customers was successfully met.
