Netalab, Inc. is based in Miami Beach based continuity marketer of wellness products including weightloss aids, teeth whitening systems, anti-aging solutions, skin care products, detox products and more.  Their offers generally offer a free 14-day trial – customer pays a small shipping charge.  If consumers are satisfied with their trial product, they are billed for the trial product on the 15th day and be billed for and receive the same or a similar product each month until they elect to stop receiving them. 

Netalab has contracted TransactPlus to provide the full suite of services for them including:

• Order Fulfillment & Inventory Management
• Product Development & business analytics

• Initial & Recurring Transaction Processing
• Call Center Support Services
• Chargeback and Customer Issue Management

Transaction Processing:  As part of our transaction processing, we facilitate the initial free trial signup transaction for the company as well as all subsequent charges (day 15, day 30, day 60, day 90, etc.).   All the customer’s information is displayed in the TransactPlus CRM along with transaction history.   Any refunds are also processed through the CRM and documented.

Reporting:  All transactional data is stored in the CRM and available within a few keystrokes.  The company can view the re-bill rates of their customers for any time period.  For example they are able to determine what percentage of their signups for a certain date or date range are successfully retained at day 15, day 30, day 60, day 90, etc.  

Additional reports show them sales trends, by product, by marketing campaign, by affiliate and sub-affiliates.  Other custom reports are also available to them by special request.

This service is billed on a per-transaction basis with no upfront fees

Netalab also uses the TransactPlus Call Center Support Solution.  All of their customer service calls are handled by our team of dedicated agents specifically trained on their program.  Calls are answered 24/7 with hourly interval reports emailed to Netalab management showing detailed call data including average handling time, abandon rates and average hold times.

The Netalab team is also trained to retain customers through an aggressive save program.  Customers calling in to cancel their subscriptions are offered aggressive offers and incentives to help retain their business.

This additional service is billed on a per-transaction basis with no upfront fees

Netalab also uses our Chargeback & Customer Issue Management Solution. 

Chargeback Defense:  Credit card chargebacks are routed to our Chargeback department where we quickly assess the issue and respond quickly to the chargeback with a defense and supporting documentation.    We provide periodic reporting to Netalab management to allow them to make any necessary adjustments to their business model and to effectively manage their merchant accounts.

Customer Issue Management:  Any customer complaints whether coming directly from the customer or through a regulatory agency such as the Better Business Bureau are routed to our Escalation Team which researches each case individually and resolves the issues according to the business rules established by Netalab.  Reports are provided to management so they can use the compiled data to better manage their business.

This additional service is billed on a per-transaction basis with no upfront fees

Netalab has contracted with one of our preferred fulfillment partners under a special contracted rate.  As TransactPlus clients, they receive special rates with no upfront fees.  The suite of services offers for Netalab includes the following:

• Ordering and maintaining shipping supplies as cost
• Receiving and stocking of inventory
• Packing and shipping orders as they are submitted within 24 hours
• Automated low-stock notification alerts so they never run out of stock
• Discounted shipping and postal rates
• Returns processing
  
  

Each day at midnight, the prior days orders are automatically transmitted to the warehouse where they are promptly packed and shipped within hours.

This additional service is billed directly by the fulfillment company at special pre-negotiated rates

When Netalab came to us initially, they already had one product they were effectively marketing.  As they added additional products, they found that not all of them performed equally.  Re-bill rates, conversion rates, refund rates and profitability were varied. 
We approached the management of Netalab with a proposal to evaluate additional products they were contemplating.  As part of our service, we helped them do the following:

• Identify which products would be best accepted by affiliates and consumers alike
• Properly price the product to maximize profitability and conversions
• Assist in branding and product placement
  
  

This service is FREE of charge to our existing clients