One of the cornerstone's of VIA's success is its Client Advocate system, where a member of VIA's client-focused staff provides single-point account management for its clients. It is the responsibility of the Client Advocate to act on behalf of the client to ensure that the client's issues always take precedence.

Q: Sandy, what is a Client Advocate?

A: Each client is assigned an Advocate to manage all aspects of the services that VIA provides, whether fulfillment, direct mail and/or data management. It's more than just an Account Manager - we're considered part of the client's organization, an on-site representative of the client's company. Typically, CA's are former business owners and corporate types. My own experience is in banking, on the marketing and customer service side. So we're looking at things from our client's operational perspective, versus order administration.

Q: What do you like best about this role?

A: As a CA, I have a unique "overhead" view of the client's business operations since we work with multiple departments or operational areas. It gives me opportunities to think proactively and solve problems that save my client's time and money. I get to work with them as a part of their team, where I'm really in a position to get them what they need, and in a hurry. It's all about the client's satisfaction.

Q: Does this cause friction?

A: I don't think that this CA system could work everywhere. Management needs to have a real commitment and sense of trust that the CA can make decisions and deploy resources. All of our CA's have that support and everyone who works here is on the same page. Think on behalf of the client, get it done right and on time.