It’s been some time since we’ve sent any updates about Topspin Fulfillment. We have some updates to the service we offer our integrated fulfillment customers and some exciting news that’s going out tomorrow, so we wanted to make sure you had all of this information in one place. This is all important information and there is some action required, so please do read through this entire email carefully. In the event that you’re lazy (you know who you are), and you are currently a Topspin Fulfillment customer, we need you to fill out this quick form so we know where to send your stuff.
For more information, read on!
One of the many advantages of Topspin Fulfillment is that we handle all of the customer service for your fans. We’re constantly looking at customer service data to figure out ways to improve the experience that your fans are having with Topspin. While you may not notice the iterative changes we make on the customer service side of things, your fans most definitely do. Across all of the artists using the platform (not just those using Topspin Fulfillment), our satisfaction rating is nearly 90%, which we’re incredibly proud of.
We realize some customers prefer to speak with someone on the phone, so beginning June 4, 2012 customers will be able to talk to a real live human being located in our office in Santa Monica, CA. While most customers are very happy corresponding over email, we understand the need to provide customer service assistance on the phone. Customer support via phone will be available to fans of all artists, no matter what service level or who they are using for fulfillment.
We’ve got some pretty big news and you’re the first to hear about it. Tomorrow morning a press release will be going out to announce that our US warehouse partner, Audiolife, has been acquired by Alliance Entertainment. We'll be posting a link to the press release on our blog, so please do keep an eye on that tomorrow morning. We wanted to make sure you not only had all of the information, but also wanted to take a moment to let you know what this means for Topspin Fulfillment US customers and some of the incredible opportunities this acquisition brings to our customers.
Alliance who? Simply put, Alliance is the best in the business. They currently handle clients like Target, Amazon, Best Buy, Barnes & Noble and many others. They are the largest wholesale distributor of home entertainment audio and video software in the United States as well as an accomplished distribution channel for apparel, hardware and accessories. Their state-of-the-art fulfillment and distribution capabilities ensure products are stored safely, picked and packed accurately, and arrive at their destination on-time. Their order accuracy has been audited to be over 99.9% accurate.
What will Alliance's acquisition of Audiolife mean for me? Topspin Fulfillment will now be backed by Alliance, and Topspin customers will receive the pricing and attention of a boutique fulfiller with the infrastructure and performance of a world-class logistics warehouse in the center of the United States, plus a number of new features no other direct-to-consumer software provides.
We are working closely with Alliance to make it possible for our customers to make their products available to all of Alliance's retail partners. This means that while your exclusive products are made available from your web site, stores like Best Buy, Barnes & Noble, Amazon and others will also have the opportunity to carry your products. As soon as we have more details on these and other opportunities, we'll let you know.
Additionally, you will be able to sell any of the more than 200,000 CDs, vinyl, DVDs, and merchandise in Alliance’s current catalog to your fans. This means you can sell your current and back catalog, regardless of the label, without needing to buy stock; simple for you, no hassle for your label. You could even sell music from your favorite artists in your store on your site. More details on this functionality to come, too.
In the short term, it's business as usual and your fans will continue to receive the same great customer service we've always provided.
I'm concerned that I won't get the same personal service now that you guys are working with Alliance. Is there anything you can say to set my mind at ease? We pride ourselves on being able to offer industry-leading services on all fronts while maintaining a personal touch when it comes to our integrated fulfillment. We will be working directly with Alliance and have been assured that they plan to maintain the same excellent level of service established by Audiolife. Their goal is to provide a boutique feel to their operation and we will be working with them to ensure our customers receive the best service on the planet.
What if I have other questions that you haven’t covered? As always, the best way to get in touch with us is either by submitting an Artist Support ticket or if you are a Plus or Enterprise customer, just log into your account and use live chat. We’re here to answer your questions.
Please make sure you check out the Artist Support Center for all of the latest information, announcements and discussions. We’ll be adding information about the Alliance deal in the coming days and weeks as we have more information.
Thanks again for being Topspin customers and putting your trust in us to provide you with the best fulfillment services and customer service in the business. We appreciate that you have choices and that you have chosen Topspin for all of your direct-to-fan services.