Quality

Client: Fortune 150 company

Date

April 28, 2020

Tags

Case Study

Background

Credico identified the opportunity to increase the level of quality on a national retail sales campaign for one of the largest telecom companies in the US.

 

Client Need

The client needed strong sales volume with high approval rates, high customer satisfaction, and low customer churn.  This was a challenge because of their decentralized organizational structure and the need for “one source of the truth” for sales reporting.

 

Approach

We leveraged Credico’s Business Intelligence capabilities and cross-functional team to make quality the central priority for this national campaign. We created a scorecard to manage KPIs and keep everyone up to date on campaign initiatives. This automated scorecard is utilized by Credico, the client, and the field. We decreased churn, increased the percentage of new customers, and increased the activation rate. This was accomplished while increasing the NPS score.

 

Results

We accomplished improvements across all key metrics:

Global Reach

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