Category Archives: Case Studies


Case Studies

Match

CPM hosts Match single events in Dublin and Belfast

The challenge

CPM hosts “singles events” for Match in Dublin and Belfast, these events are called Match Nights. Match Nights are a great opportunity for singles to meet in real life and not only on the app. Match members get to gather for drink in a relaxed and enjoyable environment. We create a fun night where new connections can be made.

Our Solution
  • Select the best venues in Dublin and Belfast to host Match Nights.
  • Recruit a brand ambassador to host the event and create a fun and relaxed environment so attendees can get to know each other.
  • Brand ambassador are always available to provide support and guidance and to coordinate the best ice-breakers activities to incentivise communication.
  • Provide detailed event reports with useful insights to the client.

Results

  • 8 events in Dublin and 2 in Belfast were successfully executed.
  • 98% satisfaction rating from guests.
  • Relationships established with 7 partner venues.
  • Approx. 60% of guests attended more than 1 event.

Case studies

Connect with us

Can we contact you in the future? Enquiry today only New products and services Marketing Newsletter News and updates Jobs

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

Case studies

Connect with us

Can we contact you in the future? Enquiry today only New products and services Marketing Newsletter News and updates Jobs

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.

Contact us today for more information

Case studies

Connect with us

Can we contact you in the future? Enquiry today only New products and services Marketing Newsletter News and updates Jobs

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

Case studies

Connect with us

Can we contact you in the future? Enquiry today only New products and services Marketing Newsletter News and updates Jobs

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

Case studies

Connect with us

Can we contact you in the future? Enquiry today only New products and services Marketing Newsletter News and updates Jobs

Case Studies

Best in Class Specialty Cheese Expo

CPM Australia deliver 'Best in Class Specialty Cheese Expo'

The challenge

CPM Australia was engaged to create an exciting and innovative in-store retail activation program to provide shoppers with greater confidence and knowledge when purchasing specialty cheeses. In effort to break down the existing consumer barriers surrounding specialty cheeses, our mission was to create an entertaining environment where consumers could discover the versatility of these products.

Our Solution

To bring our speciality cheeses to life, a range of stimuli was used. To emphasize the local flavour, we created a welcoming ‘Farmers Market’ atmosphere where shoppers could relax, learn, taste and purchase. Plus, each ‘Farmers Market’ was equipped with a digital display to visually showcase how these recipes could be replicated and enjoyed at home.

Results

The campaign was deemed ‘Best In Class’ by retailers and consumers alike. The ‘Market’ zone became an experiential sampling hotspot which was a leap forward from standard in-store sampling and demonstrations. Due to these premium brand activations, our client reaped the benefits of high sales as well as converting hundreds of thousands of local shoppers into advocates of specialty cheeses. As an added sweet spot, our demonstrators were recipients of awards from the retailers for their in-store efforts.

Case studies

Connect with us

Can we contact you in the future? Enquiry today only New products and services Marketing Newsletter News and updates Jobs

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.

Case studies

Connect with us

Can we contact you in the future? Enquiry today only New products and services Marketing Newsletter News and updates Jobs

Case Studies

National Telco Store Opening Program

CPM Australia manage in-store national telco store opening program

The challenge

Over a five year period, CPM Australia were engaged to create a dynamic local area marketing program that supported the launch of more than 350 newly transformed retail stores across Australia to generate awareness.

Our Solution

In order to drive traffic into store and create hype within each store’s local community, we knew we needed to better understand the local area dynamics store by store. Our strategy was backed by key insights into factors such as local attitudes towards our client’s brand as well as their local media preferences. Understanding the nuances of each individual community, helped us determine the best channels per individual outlet. Our tailor-made programmes attracted the right visitors which supported our ultimate goal of triggering purchases.

Results

Across the launch days, a substantial increase in foot traffic was experienced. In many instances, the amount of visitors recorded jumped on average from double to triple. The increased foot traffic on launch days correlated in a strong increase in awareness and notable sales uplifts were realized.

Share thisShare on FacebookTweet about this on TwitterShare on LinkedIn

Case studies

Connect with us

Can we contact you in the future? Enquiry today only New products and services Marketing Newsletter News and updates Jobs

Case Studies

Australian Energy Provider

Outsourced Direct Sales

The challenge

With nearly 15% of consumers regularly switching energy providers, Australia has one of the most competitive retail energy markets in the world. In this environment, our energy client recognized that the ability to engage directly with consumers was paramount to. Our job was to provide a compelling and influential platform to convert or ‘sell in’ and retain gas and electricity contracts. CPM Australia has been managing the outsourced direct sales campaign since 2001

Our Solution

A tailor-made program was delivered around involving invaluable intelligence surrounding consumer engagement and the customers’ optimal points of influence. CPM provided solutions involving in-field sales teams, inbound and outbound contact centre channels, as well as channels to assist web related enquiries. We developed industry specific technology solutions which enabled us to consistently deliver high sales and quality scores. Ensuring our energy sales agents were well equipped, the success of the program also relied heavily on sales and retention training.

Results

Since our engagement in 2001, CPM has consistently exceeded KPIs. The relationship continues today as the longest partnership between an energy retailer and an outsourced sales acquisition company in Australia. We believe that our long standing relationship is due in part to our operational excellence, customer centric approach, multi-channel strategy and our ability to deliver profitable customers.

Share thisShare on FacebookTweet about this on TwitterShare on LinkedIn

Case studies

Connect with us

Can we contact you in the future? Enquiry today only New products and services Marketing Newsletter News and updates Jobs

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.

Share thisShare on FacebookTweet about this on TwitterShare on LinkedIn

Case studies

Connect with us

Can we contact you in the future? Enquiry today only New products and services Marketing Newsletter News and updates Jobs



WATCH OUR SHOWREEL
CPM JOBS
Top