The Client

This client has fitted over a million market-leading security and telematics systems to vehicles. They have been leading the way in the field of stolen vehicle recovery and fleet telematics since 1993.

The Opportunity

This client engaged SCO to create a retention campaign, with an additional focus on increasing acquisitions of core vehicle tracking products, grow sales revenue and improve customer loyalty.

Our Solution

We spent time getting to know the client’s business, and once we understood them better we concluded that we needed to focus on the data that was being supplied to us and identify opportunities to get more leverage and impact.

A Tailored Approach

We designed a campaign, supported by bespoke training plans and scorecard reporting. Using the client’s own data, we identified more core-streams to pro-actively dial to enhance the overall performance – contacting new and existing customers, managing win-back opportunities, operating out of hours call handling and segregating the data to focus on specific vehicle types.

We ran four key campaign types, with a multi-skilled team working across all four campaigns: Retention | Win-back | Cross-sell |Webchat

From a base of one campaign, and having established SCO as a trusted partner, we were running a total of six proactive campaigns with more FTE supporting them

Becoming an Extension to the Client's Brand

As well as supporting the client with the core campaigns, we were an extension to their team and recently provided support with the end-to-end process of a new product launch, including lead generation, proactive dialling and distribution of the new product. The successful outbound dialling campaign, supported by the data strategy we designed together resulted in faster sales acquisitions, increasing revenue and continued customer loyalty.

About SCO

Step Change Outsourcing is based in Stevenage, offering UK based outsourced contact centre solutions. We partner with some of the UK’s biggest brands, and we are experts in acquiring and retaining customers by providing outstanding sales campaigns as well as delivering brilliant customer service campaigns. We are proud of our unique offering, delivered by a team of highly trained experts supported by a combination of analytics and the latest technology.

About
Step Change Outsourcing

Founded in 2009, Step Change Outsourcing provides outsource solutions for customer engagement campaigns on the phone and online.

Working with some of the UK’s best known brands, we are experts in acquiring and retaining customers by providing sales campaigns as well as delivering brilliant results.