BMI Summary Of Services

BMI Fulfillment Services
Providing Direct Marketers with Unmatched Flexibility since 1976

1 Mechanic Street
Norwalk, CT 06850
203-663-6000
www.bmigroup.com

SUMMARY OF SERVICES


EXECUTIVE SUMMARY

Since 1976, BMI has custom built Order Management Systems for direct marketing organizations.
Every system is created to meet the client's specific needs and can be modified or have new features
added upon request. Due to this “custom systems” approach, we spend a great deal of time with our
clients on an ongoing basis to ensure that the system will meet their needs on both a short- and long-
term basis. We are often able to provide assistance and advice based on more than three decades of
experience building and maintaining custom fulfillment systems for many different types of clients.

BMI is unique in that our fulfillment systems are able to process all of your customer orders under a
single Customer Master Account. Lifetime value, Response Analysis, Credit terms and other
applicable information or processes can therefore be systematically determined based on all
combined activity for each customer, including Catalog, One-Shot, Continuity/Negative Option,
Newsletter, Loyalty Programs, Rebates and all other interactions between you and your customers.

Our systems support the following functions:

ORDER PROCESSING

Customers have the ability to place an unlimited number of individual one-shot orders and can also
join an unlimited number of continuity programs (within specifications determined by each client)
under a single consolidated customer account.

Import orders from client’s website or third party call-center in batch mode or real-time
Alternately, provide call center with order entry module for real-time order entry directly into BMI’s system
Receive and enter mail orders into the system (either at BMI or at an outside location).
If orders are generated as a result of direct mail, we may utilize a Finder File and OCR/Barcode scanning for
maximum efficiency and accuracy during order entry.
Automatic duplicate account identification during import or entry
Foreign (non-US) order processing, including multiple currencies

CONTINUITY PROCESSING

BMI builds the continuity rules to meet each client’s specifications (and will provide assistance and
recommendations in determining those specifications). BMI specializes in continuity fulfillment and
can integrate new features, improvements and added flexibility for customers in order to help improve
retention, increase sales, reduce customer service inquiries and reduce bad debts.

For continuity orders, the system will automatically apply the appropriate items/continuity
program/credit rules/pricing/etc. based on the source code and possibly the order channel (web vs.
mail) or other information, such as credit scores on pre-screened mailing lists, to meet each client’s
requirements.
Specifications vary for each project, but the system may include (but not be limited to) the following
functions:

Online access for members to check on their account and perform transactions

1 Mechanic Street, Norwalk, CT 06850 (203-663-6000) www.bmigroup.com 2


Online access for client to check inventory status, run reports, look up orders and perform various other functions
“Wheel” based continuity programs
Automatic replenishment programs
Negative option programs
Loyalty clubs
Unlimited number of different continuity series/wheels
Revealed and unrevealed continuity options
Variable priced items within a single continuity series
Variable continuity shipping frequency/quantity/installments/product selection at the customer level
Installment billing options within a continuity series
Multiple payment options: Bill with ship, variable credit rules, auto-cc bill
Incentives for members to authorize automatic cc billing, i.e. premium, discount, etc.
Premium fulfillment: Sent after nth shipment, with first paid shipment, etc.
Option for members to receive special offers/discounts on one-shot orders
Option for member to suspend shipments until a future date
Option for member to add “extra” items to next scheduled shipment
Option for periodic extra shipments to be sent to members outside of standard program
Auto-generate conversion/renewal offers as appropriate
Variable product selection rules by client ((may be based on inventory levels, “selection of the month”, or other
criteria, which may vary by program).

“ONE-SHOT” ORDER PROCESSING

BMI has built scores of systems to handle orders generated via catalog, websites, DRTV, DR Radio,
direct mail and space advertising, Our systems are able to support the following functions:
Multiple/variable shipping & handling price structures
Variable quantity discounts
Gift Cards
Premium offers
Variable credit terms
Variable shipping methods (i.e. Standard vs. 1, 2 or 3 day service)
Foreign (non-US) orders
Utilize Finder Files for fast/accurate data entry
24 hour (or same day) turnaround on mail order entry
Gift wrapping and Hand-written gift cards
Personalized items
Installment payments (including variable installments by item within a single order)
Frequent buyer programs
Automatic email notifications to customers throughout the fulfillment process
Multiple shipping locations/drop-shippers
Retail/Wholesale/Distributor orders

ADDITIONAL SERVICES

BMI offers a wide variety of other services, all of may be included in a fully integrated Order
Management System or may be provided as “stand alone” services, including (but not limited to):

Rebate processing (including option for online client approval for high-value rebates)
Membership/Non-Profit organizations
Newsletters
Sweepstakes/Contests



Loyalty Programs
Literature Fulfillment
Premium Fulfillment
Barcode/OCR Scanning
Remittance Processing
Project Management
Consulting
Business to Business order processing

PAYMENT PROCESSING

BMI works with multiple payment processors/merchant banks. We provide detailed reporting to
ensure that all payments are in balance internally (within our system) and externally (with the
banks).
Process Checks, Money Orders, Credit/Debit Cards, PayPal
Automatically hold orders paid by check for check clearance (optional – may only apply for checks exceeding $x)
Gift card processing
Pre-authorize credit cards prior to releasing to warehouse, settle upon receipt of shipment confirmation (optional)
Automatic credit card billing options (for continuity programs)
Installment payments
For credit cards, BMI works with each client to determine the appropriate level of address verification to be utilized
(to prevent fraudulent charges).
BMI can generate and send letters, postcards or emails daily for customers whose credit cards were declined,
expired or did not send sufficient payment with their order. For credit card declines, we can, at the client’s option:
Resubmit in future runs
Contact customer via mail or email requesting alternate payment
Transmit a report to the call center for outbound calls on credit card declines.
For check payments, we will cage, enter, endorse and balance check payments into the system and deposit
checks into the client’s bank account. Detailed verification procedures and reporting are utilized in order to ensure
the accuracy of all payment processing. Check payments can also be entered into the system in real-time from an
outside location.

SHIPPING/INVENTORY CONTROL

Shipment run scheduling varies by client and project, i.e. we may perform daily (or more frequent)
shipment runs for one-shot orders and weekly or monthly runs for continuity shipments. BMI will
coordinate with the shipper(s) for the timely and accurate transmission of inventory data, invoice runs
and shipment confirmations between all parties.
Support multiple warehouses/drop shipping
Utilize up-to-the-minute inventory data from the warehouse (or warehouses)
Select all orders that are eligible for shipment based on payment/account status, inventory availability, credit
rules, etc.
Variable text/messaging on invoices (i.e. customized messages based on customer payment status, automatic
credit card billing offers, gift messages, preview of next item, etc).
BMI can provide data files to the shipper(s) in virtually any format requested for import into the shipper’s internal
WMS, or can provide the shipper with all of the necessary programs to generate invoices, manifests and support
documentation in-house.
Record and utilize P.O. data for future product deliveries for sales, projections and reporting purposes



Backorders: BMI works with each client to try to minimize the occurrences of backorders. All systems, procedures
and policies are in compliance with applicable FTC requirements. BMI will generate and send FTC notices to
consumers via mail or email.
Kitting/sets (prekitted or “on the fly”)

CREDIT RULES/DUNNING

BMI works with each client to determine the credit and dunning rules to be followed. The system rules
may include (but not be limited to) the following options:

Variable credit rules based on source code, order channel (web vs. phone vs. mail), price point, credit scoring,
comprehensive customer history, etc.
Ship ahead/Bill-with ship
Prebill – generate and send series of prebill statements
Variable installments
Variable “acceptable underpayment” amounts for check payments
Credit prescreening by third party
Credit limit testing on control groups vs. test groups
Reporting as appropriate to analyze and compare results of credit rules

Dunning series: We will help to develop a series of dunning letters (or multiple series) that are
appropriate for each project. We can print and mail dunning efforts or transmit the necessary data to
a third party lettershop at the client’s option.

If applicable, BMI will also help arrange for a collection agency and arrange for data to be transmitted
between BMI and the collection agency as necessary.

RETURNS

BMI will receive and process returns in-house or they can be processed at any outside location by
accessing BMI’s system via the internet (in real-time). Upon receipt of a return, the system will
generate either a reshipment, refund or otherwise process as requested by the customer within
parameters defined by the client.

BMI will process credit card refunds automatically. For check refunds, BMI can print and mail the
checks on the client’s behalf or can send a report or data file detailing checks to be issued. At the
client’s options, all refunds can be held pending client approval.

For continuity programs, the system may be designed to automatically cancel continuity memberships
upon return of initial shipment or suspend accounts (and generate notification letter) for members
who return consecutive shipments, which would require the member to contact customer service in
order to reactivate their account.

BMI’s system can support Return Merchandise Authorizations (RMA’s) if applicable.



CUSTOMER SERVICE

CSR’s are able to easily retrieve and toggle between all orders for a member and make decisions
based on the customer’s full order history. The system will allow CSR’s to retrieve orders and perform
various customer service functions as appropriate for each project, including (but not limited to):

Screens and functions custom-built for this project to provide the best possible information for the CSR’s to help
your customers.
View summary and detailed transaction history for all orders
Linked lookup so all activity for a member can be accessed from a single account.
Ability to process reships, adjustments, post comments, modify continuity program options, defer dunning efforts,
make upsell offers, cancel-save offers, etc. as defined by the client
Generate reports showing summary of calls handled by reason code
“Click to track” with link to carrier’s website.
Variable functions/access by user
Flexible systems: We are constantly modifying and improving the system based on feedback from the customer
service group in order to help them to better serve your customers.
Mail or email inquiries: The system can generate “canned” responses via email or hard copy for mailing, which
are specific to each project. Some include options for operator key-in data as appropriate.
Generate automatic emails to customers to confirm order receipt, shipment date (with tracking info if applicable),
and upon receipt of a return to meet each client’s specifications.

We can also set up the system to allow customers to retrieve their own order information via a link
from the client’s website, including the ability to maintain/make changes to continuity accounts within
parameters defined by each client.

REPORTING

BMI provides a wide variety of reporting, including:

Sales/Marketing Analysis reporting
Continuity Analysis reporting
Inventory reporting
Financial reporting
Miscellaneous custom reporting

Please see the separate attached spreadsheet BMI Report Samples.xls, which is representative of
the types of reports BMI currently provides. During the initial implementation process BMI works
closely with each client in order to determine which reports are applicable for the project and to define
any necessary modifications or new reports that may be needed.

Reports can be provided as Excel spreadsheets, comma-delimited data files, PDF, hard copy or
various other formats. Reports can be run remotely via the internet or automatically emailed to
variable recipients as specified by the client. The reporting delivery system is completely flexible, so
different reports can be sent at variable frequencies to variable recipients (i.e. inventory report to
sales staff daily but accounting weekly, sales reports to sales staff with daily info as well as weekly
and monthly summaries to additional recipients, etc).



INTEGRATION WITH CLIENTS’ INTERNAL SYSTEMS

If necessary, BMI will provide data exports to be imported into our clients’ internal accounting,
financial or other management or inventory management systems.

BMI will work with your IT staff to facilitate this transfer of information. BMI can provide the necessary
data in whatever format is required for import and can set up the system to automatically transmit
data file updates as necessary via FTP or other means.

DATA CONVERSION

BMI has performed many data conversions in the past for both continuity and one-shot clients. We
begin by working closely with the client to determine exactly what the current systems requirements
are as well as any possible future requirements. We then create extensive documentation and
procedural checklists to be followed during the conversion including:

Cross references between the existing data structure and BMI’s data file structures
Create list of key systems requirements and reports. Verify that we will be converting and retaining all necessary
data elements for each
Document and implement detailed verification processes and procedures to confirm that the conversion data is
accurate
Pre-run of conversion prior to project launch with full verification process
Post run “freeze” on system in order to run reports, create backup and verify data before going live
Perform pre-run for initial continuity shipment selections, dunning selections, etc. and compare selections vs.
projections based on prior runs/timing/reports/etc.
BMI will retain all data provided by former processor in case anything is missed initially

Basically, we will take every reasonable step we can think of to ensure that the conversion runs
smoothly, customer data is accurate, reports are in balance, etc. We will encourage and expect the
client to be an active participant in the conversion process in order to help us better understand and
evaluate the data being converted and to help ensure that the conversion process is “invisible” to the
members.

CLIENT SUPPORT/CONSULTING/QUALITY CONTROL

Most client contact and account management is handled by the principles or top staff members at
BMI, all of whom are seasoned direct marketing professionals. We don’t limit our involvement to
issues related specifically to order processing, but are also often able to provide insight or advice
when clients are considering new opportunities or challenges.

During project launch, BMI will oversee the entire initial implementation process. Please see attached
spreadsheet Sample Implementation Checklist.xls for an example of the typical controls utilized by
BMI to ensure a seamless and successful launch. We generally use this checklist as the “agenda” for
weekly conference calls between all involved parties from the time the agreement is made until
project launch. Similar checklists will be utilized on an ongoing basis for new projects or major
systems modifications.



Thereafter, BMI will manage and oversee the day to day operations. We have an ongoing quality
control program in order to ensure that the systems and data are all correct and in balance. We
continually create programs that automatically compare data between different data files, processing
runs, etc. and automatically notify us via email of any aberrations or discrepancies. We take the time
to manually cross-reference data from various reports against one-another in order to verify their
accuracy. We recognize that our clients use the data we provide them in order to make important
decisions and understand that it is therefore our responsibility to be sure that the information we
provide is accurate.

If we encounter a problem, whether on BMI’s end or not, we will not only immediately notify the client
of the situation but will always provide our recommended solutions along with a complete explanation
of why and how we plan to implement that solution. We will also create additional checks and
balances in the system in order to prevent re-occurrence, as well as trying to anticipate other similar
issues or problems that might occur.

We will also help to coordinate transfers of information or processes between the client, third-party
vendors and BMI in order to ensure a smooth transition and working relationships, and we constantly
strive to look for any opportunities that may benefit our clients as well as anything that could disrupt or
harm the fulfillment, sales or management processes.

Global-
INTERNATIONAL ORDER MANAGEMENT SYSTEM – BMI Global-OMS ®

BMI has also created BMI Global-OMS, an Order Management System which allows clients to
process orders in multiple countries, utilizing multiple languages, currencies and even multiple
character sets (i.e. Cyrillic) within a single fulfillment system. The system is actually able to “know”
which language each user speaks and all online screens (i.e. system menus, order entry, customer
service lookups, transaction processing, etc) are displayed in the appropriate language. BMI’s
International system can support a centralized distribution center/warehouse, or support multiple
warehouses throughout multiple countries. System rules may vary by country within a single system,
based on the unique requirements of each country (i.e. ship methods, customer service and credit
policies and payment processing may vary dramatically from country to country but can all be
supported within a single BMI system. Reporting may likewise be set up to report on a single-country
or multi-country level. And, of course, all of the other functions described in this document would be
available in the International system.

WHY CHOOSE BMI?

BMI will provide you with a level of systems flexibility that is unparalleled in the industry. Since each
client system is separate and unique, we are able to accommodate virtually any programming
requests without having to be concerned with affecting other clients. New projects can be launched
quickly, but carefully, with fastidious attention to detail. Systems or reporting changes can often be
implemented in hours or days rather than the weeks or months required by our competition. Our
ability to link all customer history and transactions via a single Customer Master Account provides
you with the best possible information about your customers. And, we will give your account the
attention that it needs in order to ensure a trustworthy and reliable order management solution.



TESTIMONIALS

Here’s what our clients have said about us:

“BMI has provided fulfillment for our book clubs for nearly twenty years. Several years ago we left BMI for a
competitor but soon returned to BMI because nobody else could provide the same level of service, systems
capabilities and convenience. Their online systems allow us to handle our own customer service, our
customers are happy, and, they saved us a bundle of money.”
-Publisher, book clubs

“BMI gives us an invaluable solution that supports all of our continuity programs and an array of other unique
offers. In addition to creating a fast, accurate and flexible system to fulfill our orders, they’ve worked extra hard
to provide superior customer service while keeping costs at a minimum. Most importantly, the staff has always
gone the extra mile to meet the ever-changing needs of our business.”
-VP Marketing, collectibles company

“I’m pleased to offer a letter of extension to our contract agreement. We are very pleased with the fulfillment
process established by BMI. Your staff is very friendly and accommodating. We appreciate the special touch
given our account.”
-Special Projects Manager, magazine publisher

“BMI’s participation was incredibly valuable during our project launch. You kept everyone on schedule and
made sure that all of the pieces fell into place. I don’t know how we would have managed without you. Thank
you again for helping us with such a successful launch.”
-Marketing Director, packaged goods company

“I have worked with BMI Fulfillment Services in establishing fulfillment processing for various companies. They
have a system designed for rapid deployment and which enables client specific configuration. The IT staff is
very knowledgeable and understands the client’s needs. BMI is a very professional organization that puts
emphasis on the client’s requirements and on-going success.”
-Vice President of Application Development, third-party fulfillment company partner

“BMI did a superlative job of creating and managing the order and shipping processing platform for my
eCommerce business. Their great service and attention to detail allowed me to focus attention on other areas
of the business where my time was better spent. I'd highly recommend BMI to potential new clients.”
-Owner/President, collectibles continuity business

“I have had the pleasure of working with BMI on three different order management projects over the last two
years. BMI was always able to make their technology work in very difficult circumstances while always
delivering on time.”
-Vice President of Business Development, third party call-center business partner



PARTIAL LIST OF BMI’S PAST & PRESENT CLIENTS


BMI Summary Of Services

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