CDS Global

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CDS Global
Subsidiary
Industry Business Process Outsourcing
Founded April 1, 1972
Area served
North America, U.K., Australia
Key people
  • Debra Janssen, President
  • CEO Malcolm Netburn, Chairman
Services
Number of employees
2,400
Parent Hearst Corporation
Website www.cds-global.com

CDS Global, Inc. is a multinational corporation based in Des Moines, Iowa, that provides business process outsourcing and customer data management to various industries worldwide.

They handle 710 million consumer sales promotions, 65 million customer service interactions and 1 billion transactions annually, including 180 million payments totaling $7.1 billion,[1] through 16 facilities in the U.S., Canada, U.K. and Australia.[2]

CDS Global is a wholly owned subsidiary of Hearst Corporation and is the largest magazine fulfillment house in North America.[3]

History[edit]

In 1971, Look magazine built a computer system that, for the first time, stored the names and addresses of their customers on magnetic tape.

Two months later, when Look ceased publication, six employees took this new fulfillment service to Edward Downe, Jr., publisher of Ladies Home Journal and The American Home. He agreed to be their first client, and owner, opening Downe Computer Services April 1, 1972, with 172 employees.[4]

In 1977, the Charter Company in Jacksonville, Florida, bought out Downe Communications’ stock and renamed the company Charter Data Services (CDS).

Hearst Corporation acquired two Charter Company properties in 1982, Redbook and CDS, which they rechristened Communications Data Services and then, in 2007, CDS Global.[5]

The number of magazine titles served increased as CDS Global acquired other fulfillment companies, including Tower Publishing[6] and Optima[7] in the U.K. and INDAS[8] in Canada. Electronic payment capabilities were expanded when CDS Global acquired PayDQ in 2011.[9]

Debra Janssen was named president and CEO of CDS Global in 2014, having served as chief operating officer since 2012. She joined CDS Global from MasterCard Worldwide and is a 30-year veteran of the payments and data industries.

Malcolm Netburn, the company’s CEO since 2007, is the company’s chairman.[10]

Divisions[edit]

CDS Global supports 1,141 brands[11] with marketing, order management, order fulfillment, payment processing and document presentment services.

Media[edit]

CDS Global is the largest magazine fulfillment service provider, managing more than 1,000 print and digital magazine titles.[12]

Nonprofit[edit]

CDS Global provides donations processing, donor acknowledgements, marketing services and customer service to nonprofits.[13]

Higher Education[edit]

CDS Global provides gift processing, donor/alumni acknowledgements, fulfillment services and customer service to higher education institutions.

Consumer Products[edit]

CDS Global provides ecommerce and web store solutions,[14] including cross-selling and conversion marketing.

Utilities[edit]

Public utilities use CDS Global’s electronic billing and payment services, with additional support for customer service, resource management, cash flow and regulatory compliance.

Services[edit]

Customer service[edit]

Customer care agents deliver mail, online, email, chat and phone support, for billing, sales and level-one technical issues.[15]

Data[edit]

CDS Global manages 159 million customer files[16] for nearly 60 percent of the publishing industry and advises businesses on transactional, communication and service best practices.[17]

Ecommerce[edit]

Client-branded web stores are supported by order management, payment processing, warehousing, fulfillment, distribution and customer service.

Mailing[edit]

Services include printing, personalization and presorting of acknowledgements, bills and renewals.

Marketing[edit]

710 million personalized print and digital communications, delivered via email, mail and phone. 95,000 online marketing pages managed.[18]

Order management and fulfillment[edit]

In addition to physical product delivery, CDS Global handles subscriptions, recurring billings, digital access[19] and account services.

Payment[edit]

CDS Global supports paper, electronic, mobile, walk-in and interactive voice response options with:

Warehousing and distribution[edit]

Facilities in the U.S., Canada, U.K. and Australia provide inventory management, kitting and assembly, integration and logistics.

References[edit]

  1. ^ Santana, Marco, "Data protection critical for CDS", Des Moines Register, July 9, 2014
  2. ^ "Company Overview of CDS Global, Inc", Bloomberg Businessweek
  3. ^ Mickey, Bill, "Chart 1 - PDF", FolioMag.com, February 6, 2013
  4. ^ Elbert, David, "Good Idea Grows Out Of Tragedy", The Des Moines Register p. 1G-2G. Retrieved 2008-05-23, October 26, 1997
  5. ^ "CHARTER, HEARST PACT", New York Times. P. Business, May 1, 1982
  6. ^ "British Venture For Hearst Unit", New York Times. P. Business, April 22, 1993
  7. ^ Mickey, Bill, "CDS Global Buys Optima", Audience Development, February 2, 2010
  8. ^ "The Deals", FolioMag.com , February 1, 2003
  9. ^ Mickey, Bill, "Hearst's CDS Global Buys PayDQ", FolioMag.com, October 4, 2011
  10. ^ Mickey, Bill, "Executive Shuffle at Hearst-Owned CDS Global", FolioMag.com, June 27, 2014
  11. ^ "Company Overview of CDS Global, Inc", Bloomberg Businessweek
  12. ^ Mickey, Bill, "Chart 1 - PDF", FolioMag.com, February 6, 2013
  13. ^ "Finding the Right Balance Between Print and Digital: The Mr. Magazine™ Interview with the New CDS Global President & CEO Debra Janssen", Mr. Magazine, July 3, 2014
  14. ^ "Company Overview of CDS Global, Inc", Bloomberg Businessweek
  15. ^ Mickey, Bill, "The Customer Service Implications of Tablet Editions", Audience Development, May 10, 2013
  16. ^ "Finding the Right Balance Between Print and Digital: The Mr. Magazine™ Interview with the New CDS Global President & CEO Debra Janssen", Mr. Magazine, July 3, 2014
  17. ^ Oppenhuizen, Kyle, "Think Big", BusinessRecord.com, April 26, 2013
  18. ^ "Finding the Right Balance Between Print and Digital: The Mr. Magazine™ Interview with the New CDS Global President & CEO Debra Janssen", Mr. Magazine, July 3, 2014
  19. ^ Raphel, T.J., "Seamless Integration Is An App Must-Have", Audience Development, July 13, 2011

External links[edit]