“Rewardsco is setting a really great example for all centres! Please continue to cherish and celebrate these intentional customer experience improvement behaviors.”
In response to MTN's challenge, we devised a multifaceted solution:
Lead Generation (FIND):
- We collaborated to develop lead generation strategies.
- We integrated lead-to-sales processes, including credit vetting, dialler integration and customer outreach.
- We implemented a customer profiling system to segment leads and optimise the vetting process.
- To protect the integrity of the sales channel, we instituted fraud mitigation measures.
Sales Acquisition (WIN):
- By enhancing the supply chain integration, we ensured a smoother post-sale experience.
- The overall customer experience was drastically improved through the implementation of key methodologies and operational integrations focused on reducing time to touch.
- Ongoing sales operation iterations then turned into increased sales and customer loyalty.
Customer Care (RETAIN):
- The volume of customers that were being acquired through the online channel needed integrated post-sales services which developed alongside the frontline sales operation.
- Integration into customer journeys and partner processes allowed for improved customer experience and higher success rates.
- Ongoing collaboration with MTN allowed this channel to grow sustainably and build up a large customer base for MTN.
- The next step was to manage proactive retention strategies to maximise lifetime value. We collaborated with MTN to create strategies that maintained the quality of service post-acquisition.