What type of facility does FillTek have?
FillTek has a 304,000 square foot Class “A” facility, with 28-foot clear ceilings. In addition to the floor space, we have a 40,000 square foot mezzanine. Our building can be expanded by and additional 250,000 SF on the same plot. The warehouse has an ESFR sprinkler system and has a complete alarm system monitored 24/7 by ADT. FillTek has implemented proven multi-use technologies to provide the maximum flexibility in material handling output for managing a wide variety of products, order demographics and direct to consumer campaigns. The model has been time tested and proven to be productive in both standard catalog and high volume direct to consumer operations.

Do you offer Call Center Services? How many agent seats do you currently utilize and what is your capacity?
Filltek operates a full service contact center located at: 5389 E. Provident Drive, Cincinnati, Ohio, and an additional contact center located at 110 E. Hotchkiss, Hotchkiss, Colorado

FillTek provides customer service, sales and technical support on a 24x7x365 basis through email, online Chat, fax, telephone, Self-Help and mail. FillTek’s ability to serve customers and track customer information across multiple channels enables us to consistently provide outstanding service on behalf of our clients FillTek has combined the latest in software switch technology from Interactive Intelligence (I3) with contact center functionality from Sigma Micro to create an exceptional customer service experience. The I3 technology allows for transactional based routing where calls, email, web chats and faxes are directed to the appropriate agent based on assigned skills and ACD software logic. This allows for more effective use of staff, as well as provides a diverse work environment when dealing with customer service issues.

FillTek currently has a 100-seat call center, expandable to approximately 200 seats

Who are your current systems providers?
FillTek uses Sigma Micro’s Controller + product and Interactive Intelligence Software (CIC) for all front-end operations. Our clients, including Avon, ESPRIT, Tommy Hilfiger, American Greetings, etc, use our systems. We at FillTek see this as a benefit to our clients. Since we use the same systems as the “big guys”, additional functionality is driven by their increased demand for continuous improvement.

Why should we consider outsourcing our fulfillment operations?
Fulfillment lends itself to outsourcing, for the following reasons:
A. Fulfillment is a business process, not a transaction.
B. Fulfillment is operationally and systemically complex
C. Fulfillment consumes many resources within your company to manage it.

Is there a lack of control when you outsource? Do we lose our connection with our customers?
There is no loss of control or contact provided you select the right provider. FillTek’s scalable systems provide remote agent monitoring, management reports, and several other avenues by which close customer contact is nurtured.

We are not sure that FillTek can handle fulfillment as well as we do ourselves.
FillTek can do better because of better systems, better project management and it is our core competency. In addition, we are able to provide more accurate benchmarking than you do internally.

We have heard that 3rd party fulfillment is great for a start up or a small company, but when companies get to a certain size, they should take fulfillment back in-house.
A competent 3rd party provider such as FillTek will have tried and true best practices that are not available in-house. In addition, bringing the business back in-house may prove cost prohibitive. FillTek has the capacity and infrastructure to support our clients’ growth.

3rd party providers will never be capable of providing the quality of fulfillment and customer care currently offered by the L.L. Beans and Land’s Ends of the world.
An outsourcer such as FillTek employs the same management techniques and systems as the largest E-commerce and catalogers.

Who are some of your current clients?
FillTek clients do business in a variety of vertical industries including Catalog, Retail, Affinity Clubs, Wholesale, Manufacturing and Web-retail. From cosmetics, gift and home decor, videos, CD’s, DVD, apparel, and nutritional supplements FillTek is adept at providing exceptional services regardless of the commodity.

Can FillTek provide remote access to our inventory?
FillTek can provide our clients with the ability to remotely access their inventory and run management reports. This access can be through either direct dial or through web browser.

Can we monitor the performance of our customer service reps?
We welcome feedback from our clients, thus we offer a Remote Listening-in feature to them. By dialing to your own 800# and selecting a private code when entering the IVR, the Client is able to open—line listen to agents as they become available on live calls. The system also allows our clients to run management reports and statistics.

Your mission statement reads:
“Provide a single source for premiums and products, customer relationship management and fulfillment services that drive market share, margin, and a competitive advantage for our clients”

What steps do you take to fulfill your mission statement?
How we accomplish our mission:•

• Provide an attractive economic model for our Clients
• Offer a Full line of Services, Premiums and Products
• Support Clients with a Strong, Experienced Management Team
• Leverage World Class Technology to react to changing Markets
• Focus on the Customer

You state that FillTek is located in the heart of the direct to consumer delivery matrix. What is the direct to consumer delivery matrix and why does it benefit your clients?
FillTek firmly believes it is critical to have a location close to the Delivery Matrix to best serve the Direct to Consumer and Retail channels at the lowest possible shipment cost. FillTek is within 45 minutes of the top Parcel Carriers. Proximity to these hubs benefits our clients by “lengthening” the day for receiving and processing of orders, and providing unprecedented performance guarantees for merchandise shipment at the lowest possible blended cost. Our clients benefit from reduced shipping costs and reduced transit times. In addition, we can process late/rush orders and deliver them directly to these parcel sortation hubs late at night.

Your web site mentions optional services for sourcing merchandise. Can you provide more details?
FillTek’s CustomQuest Division has a strong services model supporting program development and financing, promotional products creation and merchandise sourcing from our manufacturing channels in the Far East. As CustomQuest has perfected its product development capabilities and sourcing channels many of our existing clients are reducing their merchandise costs by 10-50% through our economies of scale, our outstanding value proposition and through the elimination of costly Letters of Credit.

Beyond sourcing value priced merchandise for our Client’s, CustomQuest has developed a reputation for promotional program creation including product development, associating the marketing message and personalization at the consumer level. Personalization adds a unique quality to the goods that leverages that client’s brand while providing marketing benefits to the merchandise recipients. All CustomQuest programs are priced assuming merchandise sales via a Client Purchase Order. Since most merchandise has been traditionally sourced off shore requiring a Letter of Credit, Merchandise sourced through a Purchase Order to CustomQuest makes working capital available for 60-120 days while avoiding expensive Letter of Credit administrative costs.

What is your “no surprises” flat rate per order offer and how does this benefit my business?
One of our stated objectives as an operating model is to offer not only the required services to support your business but also that we build an operating model and partnership that supports shared risks and rewards. Our Flat Rate Price has been well received in the marketplace because it includes ALL services with NO surprises. Because our Flat Rate Model is an ALL-inclusive offer, many services that are typically “extras” with other offers are provided in our solution (e.g. receiving, storage, pick/pack/ship, customer service, long distance charges, etc.). This model simplifies and clearly details how much you should expect to pay for services while balancing the risks and rewards of any great business partnership.