Category Archives: Brands


Case Studies

Royal Mail B2B Sales

CPM UK Driving Revenue by Sourcing, Identifying and Closing Opportunities with Both Existing and Prospect Customers

The challenge
    CPM UK CPM have delivered B2B sales in the SME market for Royal Mail since 2008. The structure includes 3 key business streams:

  • Proactive New Business
  • Territory Account Management
  • Reactive New Business Lead Response

The common objective across all of our teams is to grow revenues across all Royal Mail products, including domestic and international solutions in a highly competitive market.

Client Objectives:

Our vision is to be recognised as the best delivery company in the UK and Europe.

Our three-part strategy – centred on parcels, letters and customer - aims to deliver this, whilst generating sustainable shareholder value, and supporting the continued provision of the Universal Service.

We are focussing on our core business. We’re also finding new ways to grow in those strategic areas – parcels, letters, customers

Our Solution
    The activity is delivered from our high performance sales Contact Centre in Warrington and utilises a high calibre sales team of 50 professionals along with a fully dedicated management structure.

  • Proactive New Business – Our Business Development Managers create and close opportunities to generate new revenue sources. This is a sophisticated, consultative sell requiring an in depth understanding of the customer’s needs and close pipeline management. The team work in close partnership with the Royal Mail field teams to secure the sale where appropriate. This collaboration has secured deal values as high as £2million.
  • Account Management - Maintaining and growing revenue by building excellent relationships and really understanding existing Customers businesses. Proactively protecting a portfolio of Customers from competition threat. CPM manage an overall Customer base of over £200m in value.
  • Reactive New Business Lead Response – Responding quickly to prospect enquiries to understand their needs, match them to the right product/service and encourage them to become a new Royal Mail Customer. This team are also aim to provide a fantastic first impression of the Royal Mail brand.

Results

  • CPM have delivered over £280m of new sales revenue since 2008.
  • Average delivery against Royal Mail stretching targets exceed 110% year on year.
  • Driven improved ROI from £7:1 to over £12:£1.
  • Created an in depth sales pipeline management system & performance management “Plan for Success” programme, both now adopted by client’s in-house sales team

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Case Studies

Nissan Corporate Sales

CPM UK delivering corporate sales and engagement through an insight led, omni-channel solution to fleet sales

The challenge

CPM UK started working with Nissan in October 2015 following a competitive tender process. Initially Nissan’s aim was to outsource their face to face Corporate Sales team. CPM responded by developing a data led, omni-channel solution to fleet sales, incorporating data and insight, CRM and digital marketing, contact centre lead generation, and a face to face sales team.

Client Objectives:

  • Increase database visibility of the fleet market
  • Increase number of corporate customers with a direct relationship with Nissan
  • Manage and develop a Salesforce CRM platform
  • Recruit, manage and train a team of highly skilled sales professionals

Our Solution
  • Our insight led approach to fleet sales focuses on identifying a customers propensity to purchase based on the information captured at every touch point.
  • By implementing an omni-channel solution, we have been able to increase customer engagement, tailor individual customer journeys, and create personalised content to increase engagement.
  • CPM’s B2B contact centre division integrate into this customer journey, contacting prospects at the right time, and delivering the right message.
  • The team of face to face corporate sales professionals were recruited based on the behaviours and skills we know delivers success. They had a mix of experience, however were inducted into the world of automotive and fleet through our ‘Fleet Sales Academy’ program, a 6 month course designed to give fleet sales professional the skills and tools to deliver successfully in their role.

Results

  • In year 1, the team of Area Managers developed 1,008 new corporate relationships.
  • Our approach to data increased market visibility from 30% to 92.5% in 12 months.
  • CRM has delivered an increase in customer engagement, an increase in advocacy, and a 11% increase in leads generated.
  • CPM’s custom Salesforce platform has now been adopted as Nissan’s central corporate database – driving all fleet activity and fleet marketing communications in the UK.

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Case Studies

Telecommunications

CPM deliver on SME sales targets for Telecommunications company

The challenge
  • To acquire new customers for a telecommunications company providing fixed line, mobile, Broadband and Wi-Fi products via Field, Inside and Digital sales
  • To capture tactical information that is electronically fed back into the client's customer database to enhance customer product & service propositions.
  • To provide the sales support function that allows for timely order fullfilment for customers.

Our Solution
  • CPM built an outsourced sales team of 34 full time permanent sales professionals.
  • CPM manage all recruitment, HR, staff management and performance of these staff on behalf of our client in the SME business channel.
  • CPM have 26 back office staff working in the offices of the client supporting various sales functions.

Results

12,000 net customer acquisitions per year in line with delivery plan with results delivered within budget

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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

Now TV

Field Sales

The challenge

CPM provide a full time field team across Ireland for NOW TV in leading Electrical retailers. The full-time field team drive in store sales by training staff and ensuring stores are merchandised with stock and the latest POS.

CPM also provide additional tactical staff for larger or ad-hoc campaign activations.

Our Solution
  • Team in place since launch, extensively trained and deployed across top Irish retailers representing NOW TV.
  • Team concentrate on training & relationships in store to drive advocacy.
  • The team deliver insights from their experience in retail to support NOW TV strategy.
  • A flexible merchandising team nationwide when required.

Results

  • All stores supported via a monthly call file.
  • Leading nationwide grocery retailer merchandised for a promotional launch.
  • Key retail stores staffed with tactical blitz staff on weekends throughout June ‘17 to support NOW TV launch.

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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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MarketStar

CPM Barcelona manage Telephone Account Management for one of the market leading IT companies
The challenge

We are the Scale Software Alliances Team part of the Software and Services Group at one of the biggest IT companies worldwide.
Our role is to provide software and solution development companies with the resources necessary to help them in the development endeavours resulting in revenue generation for both parties.Telephone Account Managers have to be technically, sales and marketing savvy – able to switch from advising on optimum development code to negotiating partner benefits for their accounts.

Our Solution
  • CPM provides a team of 20 multi-lingual Enabling Managers providing telephone, email and face-to-face Account Management & Inside Sales service to software development companies.
  • We do this by
    • Providing the accounts with the technical disclosures and engineering resources to define, build, test and deploy their software solutions for the Architecture and Hardware Platforms.
    • Guiding the accounts through the testing of their software and solutions at various stages of development.
    • Ensuring access to sourced marketing benefits, such as promotions, white papers, webinars, events participation.

Results

We are part of a global team for spanning 5 GEO areas. Since the team is based in Barcelona we constantly delivered at or above expectations on goals, demonstrating a quick adaptability to a challenging business environment. In FY 2016 the EMEA team exited the year with a performance at over 300% of the cumulated goals.

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Case Studies
FMCG Brand EMEA

CPM Barcelona managing the multilingual consumer careline for FMCG Brand in our International Contact Centre
The challenge

CPM Barcelona manage the consumer careline for UK, ROI, Spain and Portugal for FMCG Brand EMEA brand portfolio in our International Contact Centre. Launched 3rd of February 2014 with 2 dedicated FTEs the team is now 3.5 FTEs plus a multilingual overflow to support peak in contacts. Our customer service focused team undertook induction training at client offices to ensure the team were fully immersed in the client brand and values.

Our Solution
  • CPM Barcelona provides our FMCG client with 3.5 English, Spanish and Portuguese speaker agents.
  • The team handle all matters of consumer support from general enquiries and complaints right through to hot topics including foreign bodies, or the amount of sugar in the products.
  • Bespoke, multichannel communication response via phone, email, white mail ensuring our client’s consumers receive a first class service and an exceptional customer experience.

Results

During last year more than 20.000 contacts were managed across the 4 countries
98% of calls handled within 30 seconds (80/30 target)
Exceptional Customer Experience delivered to each customer to drive customer satisfaction.

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