Category Archives: Case Studies


Case Studies
Travelodge

Transactional inbound contact centre for sales and enquiry calls
The challenge

Inbound sales line project with the overall objective to increase sales performance in line with Travelodge strategy to operate 70,000 rooms in over 1,000 hotels by 2020.
To proactively cross-sell alternate hotel bookings when the original requested hotel is fully booked.
Proactively up-sell additional extras including breakfast, early check-in and late check-out options and WiFi.
Selling special rates for British Airways, easyJet, Thompson Airline and Norwegian Airlines personnel.

Our Solution

Team of up to 100 dedicated English, Spanish, French, Italian and German native telesales agents, providing telephony support for enquiry and sales calls from the UK, Ireland and Spain, with growing markets in France, Germany and Italy
Extended working hours, Monday to Sunday from 9am to 23.30pm CET
Dedicated management team of 11, including 6 team leaders coaching and developing agents to achieve challenging sales targets through sales skills, product knowledge and competitive incentives
Providing insight into trends and call mix, forecasting inter and intraday call arrival patterns to provide the best coverage and staffing solution, while minimising costs.

Results

Handle an average of 28,000 calls per week
90% service level/ 10% abandon rate
33% conversion rate
45% conversion of extras

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Case Studies

Consumer Electronics High-advice Sales Experts

CPM Australia providing consumer electronics high-advice sales experts to support sales and retailer relationships

The challenge

For our global consumer electronics client, Retail Safari developed an assisted selling program to support our client’s sales and retailer relationship needs. Our client was looking to us to for high-advice brand ambassadors to strengthen their reach, brand, in-store presence and store relationships. We deployed a community of experts nationwide covering 30 of JB Hi-Fi’s top performing stores.

Our Solution

In order to bring our client’s product to life, deliver exceptional in-store experience, and garner sales our priority was to invest from the get go in training and development. We sought the best talent and ensured that our training was geared to meet the needs of our client as well as the right fit for JB Hi-Fi. By tapping into relevant consumer market insights and through embracing the use of social media, our dedicated team of brand ambassadors were equipped with the know-how to ignite meaningful conversations.

Results

The program still continues to this day. Stakeholder feedback has been overwhelmingly positive. Sales continue to be on the rise and individual retail store relationships have strengthened. On average, our sales teams continue to generate 76 branded conversations and activate 17 sales weekly per store.

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Case Studies

Retail Merchandising Program

CPM Australia Retail Merchandising Program driving sales in toy category

The challenge

CPM Australia appointed to manage Retail Merchandising Program by toy client to regain their share of business in the toy category. Through effective merchandising by our field sales team, our job was to increase “awareness, availability, and visibility” of key core brands. With over 1,400 product lines, our brief was to maximize our client’s in-store brand presence covering a territory of 2,000 stores.

Our Solution

By increasing awareness of our client’s core brands, our first job was to deploy dedicated field merchandising team per retail banner. This gave them the opportunity to build individual relationships at store level and become experts on those retail banners. Once these store alliances were secured, our merchandisers were able to attain at least 3 additional off location displays per outlet. By doing so, meant we were able to accommodate and customize in-store activity across the individual retail banners.

Results

Our excellence in field continued, we provided the field merchandising capability to activate a competitive advantage during periods of peak sales. Our client’s sales volumes and shelf presence increased dramatically resulting in a 16% sales spike and a 34% shelf presence increase.

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Case Studies

Microsoft Field Sales Team

CPM Ireland provide a dedicated, full-time field sales team across Ireland for Microsoft

The challenge

CPM provide a full time field sales team across the Island of Ireland for Office, Surface & Windows in Harvey Norman, PC World, Independent Retailers and xBox in Smyths & Gamestop.
CPM also provide a Digital resource, a SME Business Development resource and a Breadth account Manager for Microsoft.

Our Solution
  • Team in place for 10 years, extensively trained and deployed across top Irish retailers representing Microsoft
  • The team are tasked with delivering across the key pillars of retail execution in all Microsoft product categories.
  • Priority focus -attach, product sales & delivering messaging on the Modern PC.
  • Team concentrate on training & relationships in store to drive advocacy.
  • The team deliver insights from their experience in retail to drive Microsoft strategy.

Results

All KPI’s achieved in FY16.
2,300 calls completed, 2,369 RP Training Impressions, 137% achieved on Expertzone.

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Case Studies

Eir

CPM Ireland manage eir SMB Inside Sales Team

The challenge
  • Customer acquisition for eir business providing fixed line, mobile, Broadband and Wi-Fi to SMB customers.
  • CPM’s inside sales team support new customer acquisition through the provision of Sales Management, Digital Executives and Lead Generation Executives.
  • CPM also provides account management services for a portion of high value SMB customers.

Our Solution
  • CPM provide an outsourced telephone account management team of 10 full time permanent sales professionals dedicated to Inside Sales for eir.
  • CPM manage all recruitment, HR, staff management and performance of these staff on behalf of our client in the eir SMB business channel.

Results

  • Digital Executives increased Sales volumes by 200% compared to previous outsourced partner.
  • Lead Generators cost 57% of a Field sales resource and have improved the channels sales performance by 12% by having quality appointments set for the field teams.
  • Each Telephone Account Managers proactively manages a base of 400 SMB accounts along with dealing with inbound care queries and upsells to both groups of customers.

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Eir

CPM Ireland delivers Direct Sales for eir in the Consumer Market

The challenge

eir and CPM’s consumer sales relationship has existed for over 16 years. CPM currently recruit, train, and manage over 80 full time field sales representatives nationwide in a tough sales and regulatory environment. We also provide excellent operational support in terms of HR, order processing, complaint handling, data management and customer Insight. CPM regularly utilise venue and event marketing to increase eir sales opportunities on a campaign basis.

Our Solution

The CPM/eir consumer sales team provides a flexible and dynamic channel to market consisting of 1 Client Service Manager, 1 National Sales Manager, 6 Regional Sales Managers and 80 Field Sales Representatives. Activity covers all 26 counties and a lead base of over half a million potential customers in every city, town and village in Ireland.

eir Consumer Markets & CPM Management teams work in partnership to develop strategies and action plans that deliver business objectives.

Results

  • 2,080 calls (per day)
  • 900 customer contacts
  • 100 sales closed and processed on site
  • Average 2.4 products sold per customer
  • Detailed tactical information collected from every sale
  • Daily product and customer insight provided to client from 6 regional hubs

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Case Studies
Federal Mogul Sales Force

CPM Germany increasing brand awareness and raising demand within the independent automotive workshop sector

Federal-Mogul is a global automotive supplier with two  independent business parts. Federal-Mogul Motorparts delivers a huge product portfolio with more than 20 worldwide known brands to the global automotive aftermarket. Furthermore the company supplies the producers concerning the OEM division with products like brake linings, chassis parts and wipers.

- Collecting and checking data of independent automotive workshops (target group)

- Generation of Insights based on the needs of the target group

- Sensitization of independent automotive workshops for existing OEM-Status

- Presentation of FM4ME-program within the target group

- Registration of workshops to FM-CAMPUS

- Recruiting experienced sales reps with automotive experience

- First contact to workshops is initiated through our International Contact Centre in Barcelona

- Client visits and interviews about current market situation based on questionnaire with approximately 50 questions on parts usage, current wholesaler etc.

- Participating in wholesale fairs with Federal Mogul sales team

- Registering Leads & Cases and immediate delivery to Federal Mogul

- Weekly supervision through team leader incl. progress reviews and handling of individual cases

- Digital daily reporting via Retail Motus

50% initial visit success rate in regard to 100% questionnaire completion!

- Total numbers of independent automotive workshops: approximately 5.700

- Total number of planned visits: 3.780

- Total number of field staff: 3

- National team leader

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Case Studies

SSE Airtricity

CPM manage SSE Airtricity Field Sales

The challenge
  • To provide a high quality ethical sales solution to acquire new customers for SSE residential market. Selling Electric and Gas.
  • To capture tactical information from all customer contacts that is submitted to SSE to support enhancement of customer product & service propositions.
  • To provide the sales support function that allows for timely order fulfilment for customers.

Our Solution
  • CPM have built an outsourced team of 40 full time permanent sales professionals.
  • The sales team is supported by a National Sales Manager, Regional Sales Managers and Team Coaches.
  • Ancillary support is provided by a Learning & Development Specialist and a Sales Support Executive.
  • CPM manage all recruitment, HR, staff management and performance of these staff on behalf of our SSE Airtricity client.

Results

  • CPM acquired 5,300 customers for SSE from May – December 2016
  • Forecasting acquisition of over 12,000 customers in 2017

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Case Studies
LoveScout24 Meetic

Consumer Activation, Events and Promotions
The challenge

CPM assist in identifying and selecting the venue, then make an appointment with the owner. Once we verify that the venue meets the criteria of Meetic we will present the concept to the owner and negotiate the best offer in a face to face meeting. We will validate all the contractual terms and conditions and proceed to book the venue for the event.

CPM will collect all data elements needed to validate the activation.

Welcome drink offered to all first time attendees as an icebreaking mechanism.

Our Solution

To fulfil the clients requirements we have taken the following steps:

  • 2 Events per month in Bern and Zurich.
  • 2 Field Sales Mangers for each city.
  • Venue selection, negotiations and activation – relationship with 3 bars per each city.

Results

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Case Studies
Aviva

Consumer Activation, Events & Promotions
The challenge

As a CSR initiative, Aviva wanted to create book wall to collect old books, recycle it and distribute new books to under privileged children.

Our Solution
  • Create India’s longest book wall at Ansal Plaza ampetheatre using iron structure and flex branding.
  • Larger than life size dummy of the logo.
  • Using street play to communicate how education is important for under privileged children

Results

  • More than 130,000 books collected
  • The effort was graced by Education Minister of Delhi and Cabinet Minister, Govt. of India and appreciated the cause

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