Case Study Examples:
True engagement comes from authentic, consistent participation across the connection channels your customers use. Use these channels as a way to communicate the truth about who you are. Listen hard. Deliver an experience that people can’t help talking about.
direct sales support
CLENTS: a) national broadband company, b) direct sales company, and c) third-party callcenter.
PROBLEM: Lower than expected sales installation rates creating expensive wasted truck-rolls, scheduling problems, and lost opportunities.
SOLUTION: Our team developed SmartXSP, an app for use on any smart mobile device allowing direct sales reps to get real-time customer tracking updates from the callcenter. Potential problems or changes in customer status could be addressed immediately while the agents were still in the field, improving the likelihood of successful installation.
RESULT: The coordinated use of the SmartXSP app with callcenter support improved installation completion rates by 50% for this client.
Home security upgrade
CLIENT: A national broadband company
PROBLEM: Conventional wisdom suggests the more products/services you’re able to provide to a household the better for longterm customer retention. But, what’s the most efficient and cost effective way to present new products/services to your customers that require specialized installation, support and significant up-front investment?
SOLUTION: We developed a targeted outbound contact campaign for this company’s home security service. The campaign included standard product pricing – no discount on the monthly subscription price or service installation fee. In addition we supplied inbound customer care and installation support.
RESULTS: Sales close rates were above expectations with 70% of sales successfully installed, representing a 35% + increase in performance over previous campaigns.
Advanced Voice analytics
CLIENT: A national Telco
PROBLEM: This client handles thousands of customer care calls on a daily basis. Although every effort is taken to resolve all issues, customer retention rates suggest a different story.
SOLUTION: An experiment was proposed to use Voice Analytics to identify customers who might be “at-risk” even though their issue was marked resolved. These customer files were delivered to our outbound care agents who contacted them to reinforce that the (client) company was concerned in their 100% satisfaction.
RESULT: The formerly “at-risk” customers appreciate the extra effort resulting in fresh satisfaction rates of 94%. The project that started as an experiment has been revised, updated and been running for eight years.
1. CUSTOMER LIFECYCLE ASSESMENT
2. CUSTOMIZED PROJECT TEST
3. EVALUATE RESULTS