Because whether you are a pharmaceutical manufacturer or healthcare provider, understanding patient behavior, how we view them as “whole people” both inside and outside their condition, determines patient choice and patient adherence. Understanding a patient’s motivation and decision-making architecture directly influences all outcomes.

At Harte Hanks Health, we’ve learned that success rests on getting to the very heart of your patient.

Patient support is as urgent as medical support.

Brand engagement in healthcare is likely to be a long, ongoing odyssey. Chronic engagements can last years or a lifetime. Even acute situations require ongoing patient support. Healthcare providers are constantly dealing with customer questions, clarification or complaints.

Harte Hanks Health, supported by a world-class technology stack, creates optimal patient-centric digital brand experiences. We have the digital platforms, tools and expertise to anticipate, accommodate, facilitate and advocate so that every patient feels cared for and heard. Within their digital channel of choice — a dedicated site or portal, SMS, chat or email. Our call center offers live phone support when the highest touch level is needed.

Our digital support solutions can also feed invaluable patient data back into the system to help continually improve the patient experience and enhance our marketing efforts.

Harte Hanks Health. Nothing but the patient.

All our competencies are viewed through this lens.

No matter how complex a program, what matters is unambiguous.

The patient defines your brand. Your brand owes its very existence to better patient outcomes.

Our ground-breaking Allink 360 Logistics transportation management system may be your logistics team’s missing link. This carrier-agnostic technology platform fully automates your complex freight transport and logistics management, with flexible functionality for transportation services:

• Shipment planning: Autonomously optimizes shipment parameters for small package, LTL, truckload and intermodal transportation, choosing the best rate, route, delivery method, schedule, and carrier
• Order execution: Inputs and executes orders, including validating addresses and printing labels
• Reporting and analysis: Provides dynamic, real-time visibility and tracking from order input to delivery confirmation and generates activity reports
• Systems integration: Integrates with external systems via APIs, including with accounting systems for a seamless billing process

We’ve gone all-in on the details of Allink for transport logistics so you can stay focused on the details of your business. The platform was developed specifically to meet the transportation needs of companies that frequently ship packages or pallets to save you time, money and team resources.

The system’s comprehensive functionality and minimal learning curve puts you ahead of the curve quickly. Multiple configurations enable quick and easy installation without the need for dedicated equipment. Configurations can optimize for central management (Desktop), browser-based control (Office), or integration with your online order entry system (Merchant).

Core offerings

• Cutting-edge transportation services technology solution
• Freight rate shopping
• Real-time shipment tracking
• Address standardization and verification for U.S. locations
• Manifesting, bills of lading, trailer plans, pallet placards and certified label generation
• EDI/API/web-service/email communication gateway services
• API for customer to integrate ERP into TMS
• Advanced shipping notice email notification
• Audit and reconcile exceptions for electronic invoices
• Inbound logistics management

Whether we’re delivering one piece or ten thousand pieces, the most important piece our logistics services deliver is “peace of mind,” knowing that your brand has arrived. This confidence in our capacity to seamlessly deliver product at any scale arises from our optimal mix of:

• Streamlined logistics management processes
• Ground-breaking transportation management software
• A solutions-oriented team
• Decades of experience

Our long-standing relationships with 9,000 trucking companies across parcel, truckload, and ltl carriers — with fleets ranging from one to thousands of trucks — ensure that you get the best service and rates for your needs. Building on this strong foundation, our 3pl logistics services include:

• Freight brokerage for full loads, ltl freight, intermodal trucking, and rail
• Managed distribution and freight forwarding for a hands-on approach to delivering your product to its final destination
• Expedited freight rescue to quickly and accurately course correct deliveries despite extenuating circumstances
• Customized final mile delivery services, bringing together intuitive technology, human ingenuity, and specialized last-mile delivery providers who care for your packages as if they are their own

We value ourselves as a transparent, cost-effective and nimble logistics company Throughout our logistics process; order, shipment and delivery details are visible, and our advanced transportation technology platforms have precise built-in, real-time cost controls so we can keep track of financials as efficiently as we keep track of deliveries.

Core offerings

• End-to-end logistics management capabilities
• Freight brokerage and shipping, including truckload, LTL and small parcel
• Browser-based quotes/rates
• Full cost transparency and real-time cost controls
• Transparency across orders, transit and delivery
• Shipping and metrics reporting integration
• EDI/API direct integration for ERP and eCommerce
• Responsive account management

What a wonderful world that would be. But customers’ attitudes and behaviors are often out of sync. At Harte Hanks we seek to understand why customers do what they do — the uncommon insight. Our charge is to unmask the interplay between behaviors and attitudes.

Our team consists of ethnographers, cultural anthropologists and human geographers. Social scientists in the pursuit of understanding the psychology of motivation.

Our methodologies are sometimes unconventional, but always effective.

Knowing what truly moves people can turn customers into advocates and advocates into apostles.

Core offerings

• Harte Hanks Behavioral Index™
• Marketing and CRM strategy
• Channel and partnership marketing
• Account-based marketing
• Communications and content planning
• Journey mapping

You’d never go into battle without good reconnaissance. You’d never go into surgery without good imaging. And you’d never attempt to successfully build a brand without good data.

At the core of Harte Hanks, everything starts with data.

But while data may be a brand’s most valuable resource, like a precious metal it needs to be mined, extracted, cleaned, arranged and crafted to unlock its true worth. This requires the deep expertise of our data strategists and engineers, along with a proven protocol.

Core offerings

• DataView
• Audience identification and prioritization
• Predictive modeling
• Measurement framework
• Performance dashboard
• Data hygiene

Data Management

aggregates all viable and relevant sources of data from our clients, vendors and lists. These are the puzzle pieces that begin to define, in broad strokes, the customer base.

Data Acquisition and Data Enrichment

is an expedition to collect key information, often from unlikely sources, based on sets of brand-relevant criteria and variables. In addition to exploring outside data sources and reports, we will tap into Harte Hanks DataView, a proprietary database of 240 million potential customers (18 & over) across 1,200 individual demographic attributes and 323 million business contacts across 200 firmographic attributes to help extend the potential customer base beyond current expectations.

Data Quality

is our digital remediation crew. They are our very own “hazmat team.” They ensure that the data is fit for its intended marketing purpose. They don’t just scrub, they power wash. They merge and purge, validate and verify. They attack every list, address, URL, email, phone number and social handle. Identify compliance and privacy concerns. Compile and catalogue demographic, psychographic and interest attributes. All in an effort to achieve an immaculate customer database. Optimized and prepped for maximum results, equipping our clients with the ability to make accurate decisions around their data marketing needs.

When our data team is done, you will be armed and ready to attack any marketing challenge, across each and every channel.

Data Analytics

Harte Hanks Analytics Group. Think of them as a highly trained forensics team.

The world is awash in data. But data points are like clues and evidence. They are fodder from which we draw conclusions, create testable hypotheses and glean insights. Data holds the key to more effective customer interactions, achieving greater revenues and enhancing brand loyalty. But the mystery still needs to be solved.

Beyond the data lies analytics. Our Analytics Team is all about unlocking the most unique and compelling insights buried within the data. Extracting these insights allows for the highest degree of customization and personalization for all subsequent marketing programs and initiatives. Deep-dive analytics allow us to work with the hints, the clues, the evidence, to develop a better understanding of our clients’ customers. Who are they? What drives them to act? And what might their future behaviors look like? We also save our clients time and resources by identifying superfluous directions that can distract from the mission, essentially eliminating “the noise.” So our clients can confidently focus marketing efforts on key consumer drivers.

We employ the talents of consummate data science professionals, supported by cutting-edge technology tools and platforms. And futuristic machine learning that’s taking customer modeling to places it has never been.

Our Analytics group works across all industries and data sources, from basic data marts to complex ecosystems. But the endgame is simple: Turn intricate customer data into approachable and usable customer narratives.

At Harte Hanks we speak “customer.” We start by digging deep into data to extract meaningful insights. Then, adding a touch of imagination and ingenuity, we turn those insights into words, visuals and experiences that are motivating, compelling and often unexpected.

Everything our talented Creative team does is designed to deliver impact. To get people talking, energize the uninspired and bring clarity to the complex. Data and Analytics give us tools to engage customers’ minds. Our Behavioral Index shows us ways to touch their hearts. It’s the intersection of the rational and emotional that provokes action.

Whatever your creative marketing needs, Harte Hanks can deliver. All the way from global multichannel campaigns to social media ads and everything in between.

People expect more than an ad.

They want brands to inspire their loyalty.

Core offerings

• Creative concepts
• Integrated campaigns
• Email, direct mail and display
• Social media
• Website and app
• DRTV and video

27% of CMOs are afraid they are falling behind the marketing technology curve. At Harte Hanks we’re turning that fear into fortitude.

While marketing technology seems mind-numbingly complex, at Harte Hanks we strive to make it intuitively simple for every client. From developing websites and apps, to constructing and managing databases, to providing marketing intelligence, data asset management and automated program execution — we have in-depth capabilities to build and manage your entire digital infrastructure.

Our toolbox is deep, having invested millions of dollars in solutions so that you don’t have to.

Core offerings

• eCommerce
• Website and app
• Content and asset management
• Platform architecture
• Database build and management
• Marketing automation

In a data-driven digital landscape, successful customer engagement has become a monumental challenge. The complexities of required resources, and the choreography necessary to synchronize all the moving pieces, require capabilities and competencies beyond the scope of any singularly focused enterprise.​

In-house departments tend to be unscalable, slow to react and daunting to staff.​ BPOs are often narrow in scope and lacking a strategic or innovative focus.​

Enter Harte Hanks Marketing As A Service (MAAS). A flexible, outsourced marketing operations solution built to deliver all aspects of data and analytics, campaign automation and demand generation that optimizes efficiencies, lowers cost, and can scale instantly in any direction.

MAAS engages in a deep analysis of your marketing needs and forms customized, interdisciplinary teams of professionals to address exactly what is required to execute and implement the optimal set of operations and workflow for your business. The team will continually evolve to meet changing needs and market conditions.​

​Our employees and expertise can be seamlessly embedded within your company or operate off-site as a comprehensive marketing services extension of your business model. Or anything in between. Our capabilities offer our clients access to talent and expertise around the globe. ​​

Dramatically lower costs. Greater flexibility. Total control. Absolute scalability.

That’s not lip service. That’s Harte Hanks Marketing As A Service.

Core offerings

• Project management
• Strategic planning
• Data and analytics
• Data operations
• Marketing technology
• Creative services and social media

B2B has often been looked upon as minor league when compared to the dollars, effort and human resources expended against B2C. The commonly held belief is that B2B efforts are primarily price-driven, service-oriented, purely rational and fact-based. But here’s a revelation. Business-to-business is not all business. You are still selling goods and services to humans. Customers who are psychologically motivated by the same emotional triggers in their professional lives as they are in their personal lives.

At Harte Hanks, we give B2B marketing a human touch. With methodologies designed to uncover behavior-based insights that will drive customer engagement, enhance customer experience and accelerate sales. This forms the foundation on which we build data models and technology platforms that are reliable, content and channel strategies that captivate and marketing operations that are intuitive and scalable. It enables us to deliver unparalleled data-driven digital and direct marketing programs, every time, for every B2B client.

We support a growing list of global blue-chip companies from our offices globally. Our industry expertise spans technology, telecom, media, industrial, manufacturing, automotive, pharmaceuticals, and business and professional services. Our resource offerings provide the most comprehensive, end-to-end portfolio of services in today’s B2B marketing space.

Come and experience how our protocol can capture the mind and touch the heart of every one of your customers. And how that leads to optimization of every B2B initiative.

You’ll see why at Harte Hanks, “Business to Business” is never business as usual.

Automated technology can drive down the cost of customer support.

But customer service technology can also drive away your customers when it’s not done well. Your self-service website or app should deliver an easy-to-navigate user experience. If not, you risk frustrating customers and driving them to your contact center where an agent must first defuse the situation before any resolution can happen

AI that’s efficient and effective.

Your help center, chatbots, and other technology tools may be efficient. We’ll make them effective. Our human-centered team approach to increasing customer satisfaction while reducing costs looks like this:

SELF-SERVICE HELP CENTERS

Our self-service help centers provide tested design and functionality to increase resolution without engaging an agent. It’s much more than FAQs!

CONTENT DEVELOPMENT TEAM

Our expert content development team drives self-service resolution through relevant and effective articles, graphics, and videos to build your Knowledge Base.

CRM INTEGRATION AND CUSTOMIZATION

Our CRM integration and customization takes your technology to the next level by configuring your systems to operate efficiently and to talk to each other rather than operating in silos.

We begin by tracking the path of your customer’s inquiry to ensure a seamless interaction. Every search, every click, every email, chat, and question, should result in a positive outcome. We track these outcomes using our suite of CX data and analytics tools to continuously optimize the experience.

The result is digital transformation. Your automation is transformed. Customer assistance is improved. You get the data you need for continuous improvements and satisfied customers.

We are 2,000 customer care associates who provide full CX support.

Don’t think of us as reps in a call center. Think of us as your counselor, social worker, problem solver, mediator, and on occasion, friend. Our agents are channel agnostic. Email, chat, or SMS…our associates are your brand’s advocates no matter how they engage with your customers. We recognize that every interaction is an opportunity to win a new customer or a lifetime of loyalty from an existing customer. Our channel management experts will guide you through understanding which messaging solutions your customers expect and best resolve their issues.

The varied expertise of our agents means we can assist your customers with everything from technical support to social media monitoring to troubleshooting unique requests.

We’re your reconnaissance team. We uncover problems and find solutions. Whether communication is asynchronous or in real time, in-app or over the phone, our customer service associates are trained to look between the words. Because what isn’t said is often more important than what is.

For an exceptional customer experience, Harte Hanks provides these core offerings:

• Customer care
• Technical support
• Social monitoring and engagement
• CX data and analytics

We understand that when your customers try your brand, they are more likely to buy your brand. That’s why we prioritize getting more brands into more hands with our end-to-end D2C eCommerce fulfillment solutions.

Keep your brand and products top-of-mind by promoting your products and sharing product samples with your customers where they live and shop. We’ll ensure the products, samples, coupons and communications you use in your direct-to-consumer eCommerce initiatives arrive on brand, on time and at the right address for guaranteed product placement and an enhanced customer experience.

You can rely on our industry-leading fulfillment and logistics expertise to guide you every step of the way in implementing product fulfillment, sampling programs, retail distributions, and kitting and packaging for your marketing campaigns, including procuring promotional items for swag bags and subscription boxes.

We recognize that your B2B fulfillment marketing efforts can require creativity and perseverance. While you work to gain consensus for your offering among decision makers, you can rely on our unmatched end-to-end B2B fulfillment capabilities to help you seamlessly and effectively reach your target audiences at any point in your sales process.

Our industry-leading technology enables us to immediately scale to maximize brand visibility from B2B distribution of your promotional products and sales literature, as well as branded displays shared at point of purchase, events and trade shows. Our deep understanding of B2B marketing and our dedicated and tenured client service resources allow us to offer you a concierge fulfillment experience for everything from custom kitting to ensuring sales literature remains in compliance.

From procuring premium items and curating corporate gift boxes to managing branded point-of-sale displays and trade show materials, we handle fulfillment so that you can focus on winning more business.

Core offerings

• Custom subscription boxes
• Procurement of merchandise, electronics, sports equipment and apparel
• Point-of-purchase (POP) and point-of-sale (POS) distributions
• Event and trade show procurement, distributions and storage
• Personalized and customized mailings and distributions
• Alternative Investments fulfillment

Trust equates to reliability and consistency over time, and we earn your trust by embedding quality management into the core of our business. Our proven and trusted quality management system emboldens us to expect an exceptional customer experience, every time.

Our quality management system helps us implement consistent and repeatable processes, which result in favorable quality service delivery and operational metrics. We strive for continuous improvement in our operational model to systematically remove and reduce variation in the customer experience. We achieve this virtuous cycle of improvement by focusing on consistent process control to predict and prevent issues from arising. Our approach to quality control includes process documentation, employee training and testing, process auditing and performance measurement – each with built-in feedback loops for iterative improvements.

We rely on system-driven analytics to identify issues, compile data-based projections and recommend remedial action plans. We track measures including accuracy metrics and timeliness/cycle time against targets and benchmarks to ensure that what gets measured, gets managed.

From strategic planning and process control to improvement and performance measurement, our operations are guided by the principles and requirements of our enterprise quality management system.

Core offerings

• Metrics reporting and tracking for full transparency
• Closed loop quality management process
• Transparency and traceability throughout the entire process
• Elimination of delays and risks
• Reduce compliance and audit challenges

Your customers rely on you to seamlessly deliver products across hundreds or thousands of miles. And you can rely on our team to go the extra mile for you. Our decades of supply chain and logistics expertise and experience empower us to:

• Resolve your most complex supply chain challenges
• Collaborate on solutions to optimize your supply chain operations
• Flawlessly execute programs with an unwavering dedication to your success

We leverage our solutions-focused skill set and responsive account management to customize and scale solutions to meet your needs. Our market rate analysis and freight visibility software enable us to hone processes, reduce errors and save time and money with dynamic routing, automated load optimization, zone skipping and other solutions for your specific supply chain gaps.

We also offer dedicated support to help you optimize your supply chain strategy and ensure you receive the most value from your supply chain companies. We remain flexible to ensure your supply chain remains consistent. Dedicated resource services include:

• Outsourced freight management to bolster your team’s bandwidth
• RFI/RFP management for your supply chain logistics providers, including vetting solutions to reduce environmental impact across your supply chains and fleets

Core offerings

• Dedicated account management from supply chain experts
• Supply chain provider RFP/RFI management
• Collaborative problem solving for complex supply chain issues
• Freight visibility software to optimize supply chain and logistics
• Outsourced freight management

Our award-winning nexTouch™ order management technology is a powerful and reliable portal that centralizes all digital print, literature and product fulfillment orders via a unified, customized dashboard.

We simplify and streamline the ordering process through our eCommerce fulfillment software, even for complex variable data digital print, dynamic content and custom kitting. You can easily update, personalize and collate materials to send to your customers via digital delivery or mail, all directly from the platform.

We also underpin our software with proprietary technology that secures least-cost shipping options based on zone and zip code. You can rely on our software to automatically find the best rate, route, schedule and carrier for your needs, and to track and trace your shipments from origin to destination.

Our nexTouch™ fulfillment platform offers flexible integrations between external systems and data optimization for inventory management and order fulfillment. Intuitive and customizable real-time reporting provides a holistic view of all transactions, supports compliance regulations, and remains flexible to support the ever-changing needs of your business.

Core offerings

• Integrated eCommerce order fulfillment software
• Order subscription and refill options
• Dynamic kitting and custom build-a-book
• Integrated digital print on demand functionality
• Real-time, dashboard reporting
• Integrated with global and regional carriers

Even in an increasingly digital-first world, you still need cost-effective and scalable print services for your promotional materials and customer communications. But there’s a balance to strike. Print too few copies and you risk diminishing your brand visibility over time or failing to keep pace with regulatory requirements for disclosure. Print too many copies and your materials may become outdated while you waste precious resources, including money, time and paper.

We’ve optimized our printing process for today’s fast-paced marketing campaigns and ever-changing dynamic communications. Our in-house print center enables us to act as your single source for print management, using the latest print technologies for digital printing services including print on demand for just-in-time inventory replenishment. Our online ordering software easily manages printing needs for personalized communications. We also leverage our network of local print partners to supplement your commercial print and large format professional printing services needs.

Core offerings

• In-house, full-service digital print-on-demand center
• Obsolescence and waste control strategies
• Full print management and forecasting – let us do the work
• Industry-leading print management software
• Digital print best practice consultations

With our seamless warehouse and inventory management, you can trust that your customers will receive their orders quickly and cost-effectively from our strategically located warehouses on the East Coast and in the Midwest. We optimize every aspect of the warehouse and inventory fulfillment process for an efficient, cost-effective and error-free experience, from receiving and picking to packing and shipping.

Our GMP-certified, FDA-certified and climate-controlled facilities can handle complex and sensitive inventory management needs, including secured storage. Our newest, FDA-licensed center of excellence in Kansas City features 300,000 square feet of climate-controlled secure storage. From this warehouse, we offer same-day pick and pack fulfillment services for customers in highly regulated industries, including pharmaceutical companies and healthcare organizations that require strong inventory management and product tracking experience (e.g., products with time-sensitive expiration dates).

Our best-in-class warehouse management system offers superior inventory management services to help you assess your inventory levels at a glance from a single dashboard. This visibility enhances our client services team’s ability to work with you to keep the inventory you need on hand to prevent product shortages while avoiding inventory overstocking.

Core offerings

• FDA certified distribution capabilities
• Automated inventory control management
• Climate-controlled, secure warehouse space
• Strategic warehouse locations to maximize speed to market
• Low-cost storage options