Boosting the Bottom Line by Increasing Conversion on Sales Calls

Boosting the Bottom Line by Increasing Conversion on Sales Calls

Case Studies, Sales/Customer Service/Support
How could Trupanion drive an increase in conversion of inbound sales calls? Background Trupanion, the second largest and fastest growing medical insurer for cats and dogs in the United States, was looking to convert more sales from the calls being handled by its inbound sales team. The Challenge The challenge was twofold. Trupanion’s sales team was made up of individuals with varying degrees of sales experience and the company was desirous of polishing their efforts. In addition, Trupanion wanted to augment the onboarding training new sales team hires received which had been focused on training about the company and its insurance products but was light when it came to selling those products. As the company continued to expand the team to support its growth requirements the need for a more…
Read More
Sales/Customer Service/Support – Millennials can Sell, Too!

Sales/Customer Service/Support – Millennials can Sell, Too!

Case Studies, Sales/Customer Service/Support
How could evo drive a huge increase in sales performance among its non-commissioned customer service team made up mostly of twenty-somethings? Background evo, a national e-commerce leader among outdoor and action sports retailers is well-known among skiers, skaters, boarders, bikers and more for the great product information they offer on their website and through their customer service team. To complete the package they have a vast selection, extremely competitive pricing and offer compelling adventure travel vacations and packages. The Challenge When it comes to hiring, evo values interest in action sports and product knowledge over sales acumen in order to deliver the evo-style customer experience it has built its business around. That said, management couldn’t help but feel that there were opportunities to improve the sales being generated from inquiries…
Read More
Digital Marketing – Churn Reduction

Digital Marketing – Churn Reduction

Case Studies, Digital Marketing, Machine Learning
Background One of the biggest issues facing one of the four largest wireless carriers in the U.S. in continually driving growth for their Prepaid business unit was a churn rate running between 6-6.5%. Research showed that the two biggest reasons given by customers for terminating their service and moving to another carrier were finding a perceived better deal elsewhere (37%) and poor coverage (32%). While little could be done to solve the coverage issue, management felt that overcoming the price/value perception would go a long way towards reducing churn and increasing customer lifetime value. The Challenge Past churn save efforts implemented by the Prepaid team to entice customers to stay longer had provided some valuable insights. They had shown that conditional offers were more effective than immediate offers in impacting…
Read More
Digital Marketing – Machine Learning

Digital Marketing – Machine Learning

Case Studies, Digital Marketing, Machine Learning
Background One of the top four wireless carriers in the U.S. with millions of prepaid subscribers was looking for ways to reduce churn and increase revenues generated from their customer base. They primarily relied on SMS and email channels to message their customer base and were seeing response rates to their marketing efforts slowly decline over time. The Challenge Due to the size of the customer base, the myriad of segments and the relatively small marketing team, it was difficult to deliver customized messages that its customers would find both, relevant and compelling. The resulting one-size fits all marketing approach drove results but the over-messaging involved was expensive, drove list fatigue and contributed to customers opting out of receiving future messages. The Solution The carrier selected a big data company…
Read More
Sales/Customer Service/Support – Using Customer Service Training to Differentiate Your Business

Sales/Customer Service/Support – Using Customer Service Training to Differentiate Your Business

Case Studies, Sales/Customer Service/Support
How could Pacific Medical Centers significantly improve the ability of their personnel to deliver an excellent customer experience Background Pacific Medical Centers, a health care organization with nine clinics in the Puget Sound area was looking for ways to differentiate themselves from their ever increasing competition. While they understood that their customers expected to get good care from the providers they were seeing, Pacific Medical Centers wanted to take this a step further and ensure a positive experience from the time their customer pulled into the parking lot until they left the clinic. The Challenge With so many different potential touch points and interaction scenarios involved with a typical customer visit, Pacific Medical Centers found it difficult to find a training program that could adequately address the needs of all…
Read More
Sales/Customer Service/Support – Three Steps to Doubling Effectiveness

Sales/Customer Service/Support – Three Steps to Doubling Effectiveness

Case Studies, Sales/Customer Service/Support
How could this client and its customer service outsource provider, Interact Services, Inc., dramatically increase the sales retention rate of its media membership? Background Interact Services, a leading contact center outsource provider, wanted to help its largest client increase its sales retention rate. This client, a large publicly traded software company headquartered in the Seattle area, is the global leader in Internet media delivery. Their most recent software and service membership is used by more people to experience audio and video content than any other software. The Challenge How could this client and its customer service outsource provider, Interact Services, Inc., dramatically increase the sales retention rate of its media membership? The Solution Real Marketing Solutions partners were brought in to increase the effective skills of the Interact customer service…
Read More
Sales/Customer Service/Support – Increasing Revenue Per Call by 50%

Sales/Customer Service/Support – Increasing Revenue Per Call by 50%

Case Studies, Sales/Customer Service/Support
How could Adobe Systems take a group that had previously concentrated solely on customer service and get them to increase their focus on sales? Background Adobe Systems, one of the world's largest PC software companies, wanted to extract more revenue from the calls coming to its customer service group. The Challenge Take a group that had previously concentrated solely on customer service and get them to increase their focus on sales. The Solution Real Marketing Solutions Partners developed and implemented tactical sales training and incentive programs that gave the customer service agents the strategies, tactics, confidence and impetus they needed to increase their close rates and revenue per call. And they did it while maintaining the high level of customer satisfaction that Adobe has become known for. Step One: Call Review…
Read More
Sales/Customer Service/Support – Tripling Support Contract Customer Base

Sales/Customer Service/Support – Tripling Support Contract Customer Base

Case Studies, Sales/Customer Service/Support
How could Adobe Systems significantly increase the sales of support contracts when most of its customers were unaware that these programs existed? Background Adobe Systems, one of the world's largest PC software companies, had achieved a very high penetration rate among creative professionals for their industry-standard design tools such as Photoshop and Illustrator. Due to this, it was increasingly difficult for Adobe to maintain the consistent revenue growth they were looking for as a company. The Challenge One area that Adobe identified to help fuel this additional growth was the sales of support contracts. However, this was a place that Adobe hadn't really concentrated on in the past and most Adobe customers were unaware that these programs existed. The Solution Real Marketing Solutions partners participated in the development of a new…
Read More
Digital Marketing – Maintaining Mindshare with email Newsletters

Digital Marketing – Maintaining Mindshare with email Newsletters

Case Studies, Digital Marketing
How could Korn/Ferry maintain local mindshare as the preferred provider of executive human capital when needs arise? Background Korn/Ferry is the premier provider of executive human capital solutions, with services ranging from corporate governance and CEO recruitment to executive search, middle-management recruitment and Leadership Development Solutions. The Challenge While corporate marketing provides materials for the more than 70 Korn/Ferry offices worldwide, the Seattle office wanted to do more to maintain the type of mindshare with local executives that is so important in helping to keep them the preferred provider when human capital needs came up. The Solution Real Marketing Solutions partners developed and implemented an email newsletter campaign designed to reinforce Korn/Ferry's position as the premier provider of executive human capital solutions in a timely and unobtrusive way. By delivering content…
Read More
Digital Marketing – Reenergizing Your Email Marketing Efforts with Content Refresh

Digital Marketing – Reenergizing Your Email Marketing Efforts with Content Refresh

Case Studies, Digital Marketing
How could The Avalon Clinic breathe new life into its primary lead generation program? Background The Avalon Clinic is a leading provider of cosmetic surgery services to women who are interested in improving the way they look and by extension, the way they feel about themselves. The Clinic relies heavily on email to move prospects that have inquired about cosmetic surgery from the “show interest” stage to the “contact/call” stage by taking action in the form of attending a tele-consult or participating in a telephone consultation. The Challenge The results that were being generated by the existing email program weren’t meeting management’s expectations. Furthermore, the look-and-feel of the internally created email template wasn’t aligned with the high-quality image that The Avalon Clinic’s brand represents. The Solution Real Marketing Solutions partners…
Read More