Vistaprint 2009 Annual Report Download - page 19

Design, Sales and Service Customer Experience
We are committed to providing high levels of customer service and support. We offer e-mail
support for customers on most of our localized websites. We augment our e-mail support and our
online tools with knowledgeable, English and German-speaking, trained service, sales and design
support staff.
Our English-language customer support, sales and design center is located in Montego Bay,
Jamaica and our German-language support is in Venlo, the Netherlands. These were staffed by over
350 customer service and design employees as of June 30, 2009. Using our proprietary design
software applications, combined with voice over internet protocol telephone transmission technology
and call center management tools, we believe our agents and designers provide a high quality
customer service experience.
Customers that do not want to design themselves or to design online in real-time cooperation with
our sales and design personnel can instead call our design services hotline toll-free and purchase
design services. Our agents are trained to be proficient in the use of our design software tools. Thanks
to our proprietary design tools and low-cost, high- volume service operations, our cost, design time and
revision turn around are significantly less than typically available from traditional graphic designers.
We conduct a short interview process with customers during which we gather information
regarding the customer’s design and copy needs and ideas, the business or social image the customer
desires to convey, and other information relevant to the design and copy process. Our designers and
copywriters then create customized and professional marketing materials for the customer to review
and approve.
Post-Design Check-Out Process
Customers purchasing products check out either via a standard e-commerce self-service
shopping basket or by providing their order and payment information via telephone to one of our
service agents. We offer a variety of secure payment methods, with the payment options varying to
meet the customs and practices of each of our localized sites. All of our orders require pre-payment,
whether by credit or debit card, check, money order or wire transfer. During the check-out process,
customers are also typically presented with offers for additional products and services from us and our
marketing partners. Using our automated VistaMatch product design capabilities, customers who
designed products using our content can be shown images of automatically generated matching
products. For example, a customer purchasing business cards can automatically be shown matching
return address labels, magnets, calendars, T-Shirts, pens, websites and similar products. Each of
these automatically generated product offers can be quickly and simply added to the customer’s order.
The Manufacturing and Delivery Process
As orders are received, we automatically route production jobs, often aggregated by our
VistaBridge technology, to the type and location of production system that is most appropriate and cost
efficient for the type of product ordered. Printed products ordered in larger quantities, such as business
cards, postcards, letterhead and the like, are typically produced using a single pass on state of the art
automated, high-volume, offset, professional quality printing presses. Products produced in smaller
quantities or using special materials, such as holiday cards, apparel, signage, invitations, return
address labels, and magnets, are typically produced on digital equipment. In most cases, individual
orders from multiple customers are aggregated to create larger jobs, allowing multiple orders to be
simultaneously produced.
Form 10-K
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