How We Do Business

Company History & Profile:

• Basch Subscriptions, Inc., 10 Ferry Street, Suite 429, Concord, NH  03301
• Incorporated in Delaware and New Hampshire, 1995
• Federal Tax ID#: 02-0485760
• President and CEO: N. Bernard "Buzzy" Basch

Customer Service:

• A single Customer Service team handles each account.
• Hours of service:  7:00 AM to 6:00 PM EST - Monday through Friday

Order Processing:

• Orders may be submitted via EMAIL, BOSS, fax, mail or telephone. BISAC and/or EDI/Edifact interfaces are developed with major automated library system vendors as requested by customers.
• Basch Subscriptions uses a flexible internal system with the sophistication to handle complex fund and departmental controls, individual cost centers and multiple variable ship-to addresses, and service to named individuals as well as the subscription requirements of libraries and information centers.
• On receipt of an order - for a new subscription, or a renewal - the title is researched in our 252,000 record database of print and electronic titles. If the title is not listed, or the subscription details have not been recently validated, we phone the publisher (US or foreign) to establish current service conditions.
• Rush orders are placed daily by telephone, email or fax when publishers accept credit card payment, or via express delivery when payment by check is required.
• Routine orders and subscription renewals are processed on a weekly schedule. Orders are released (with payment) two months in advance of the subscription start date.
• Foreign orders are processed using the same procedures as orders to domestic publishers. We work directly with foreign publishers by phone, email and fax.
• For routine orders and renewals, the agency invoice serves as an order acknowledgement. Procedures for advising receipt and processing of rush orders and additional services are customized to meet the unique requirements of each client.

Turnaround:

• Turnaround within Basch Subscriptions is keyed to the start date for the subscription. Rush orders are placed within 24 to 48 hours of order receipt; regular orders within one to two weeks; and renewals two months prior to start date.
• Once Basch has placed the order, with payment, fulfillment is in the hands of the publisher. Performance varies from publisher to publisher. Publishers' policies and publication scheduled determine when the first issues are dispatched. Procedures for notification if the standard turnaround time cannot be met are developed in consultation with each client.

Claims Processing:

• Claims can be submitted by EMAIL, fax, telephone, BOSS and mail. Claims are recorded and processed to publishers daily. All claims for a client are handled by our claims department. For urgent claims, the claims specialist calls the publishers directly. Standard claims are processed, printed and emailed or faxed to the publishers. Results of claiming activity are monitored by the customer service representative who often conveys the information directly to the client. Formal reports on claims are sent out to the clients on a monthly basis - or more often if requested.

Returns/Cancellations:

• Any subscription can be canceled. Cancellation and refund procedures vary with circumstances. There is a fee for canceling orders that have been placed with the publishers. We accept requests for immediate cancellations or "cancel at expire" instructions. For immediate cancellations received before the order is placed, we will cancel the subscription; if the publisher has been paid, we notify the publisher of the cancellation and inquire about the availability of a refund. (Refunds for orders already placed with the publisher depend upon publisher policies. Our standard service includes energetic pursuit of refund opportunities on behalf of our clients.) Titles set to "cancel at expire" are deleted from the client's renewal invoice.

Invoicing and Payment:

• Payment terms and conditions: the pricing quoted depends upon payment of invoices within 30 days of receipt.
• For new orders, we invoice daily upon entry of orders from clients. For renewals, our standard practice is to generate a single annual renewal invoice. However, this procedure can be varied to meet client needs. Some clients choose six-month renewal invoices, or a quarterly schedule. For renewals, our standard practice is to generate a checklist for review and a single annual renewal invoice.

Technical Capabilities:

• Basch Subscriptions uses a PC-based journal check-in system to receive, claim, process and assemble journals for clients using our Consolidation Service. Materials are shipped to clients on an agreed schedule -  daily, weekly or less frequently.
• We exchange data with clients via ftp or diskette transfer, and develop BISAC and EDI/Edifact interfaces with major automated library systems at clients request.
• Basch Subscriptions maintains a Web site. We are able to offer our customers use of BOSS - the Basch Online Subscription Service system - a web-based information system that provides customers direct and immediate access to details of their subscription accounts.

Managerial Reports:

• All managerial reports are customized. Our subscription system includes a flexible report writer which can profile orders on any available variable, including: ship-to name/address, cost center, order control, frequency, start date, pricing, etc.. We usually require 5 to 10 working days to generate the first report in a new customized format.
• Some reports can be generated dynamically on BOSS and downloaded instantly.

Quality Process:

• The best judge of the quality of our service is the recommendation of our customers.

© 2004-2010 Basch Subscriptions, Inc.

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