Category Archives: IT / Technology


Case Studies

Eir

CPM deliver on eir SME business sales targets

The challenge
  • To acquire new customers for eir business sales 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 eir’s customer database to enhance customer product & service propositions.
  • To provide the sales support function that allows for timely order fulfilment 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 eir SME business channel.
  • CPM have 26 back office staff working in eir offices 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

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.

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Case Studies

Telco Retailer

Training Support Program

The challenge

Our client – a large multinational telecommunications company – who manages their own in-house contact centres and retail outlets were seeking a training partner to help outsource additional Learning and Development trainers during peak demand periods. The client had recently undergone a reduction of their own Learning and Development workforce. With a reduced internal Learning and Development department now achieving full utilization, their need for flexibility was heightened. In order to cut-down on internal resources, they sought out a partner who could provide on-demand training resources.

Our Solution

To be able to have the flexibility to turn resources on and off, our client was seeking a training provider with national coverage who thoroughly understood the retail and contact centre environments.

Results

Through face-to-face facilitation and the development of training content, we continue to be engaged on projects big and small both here in Australia and for their overseas contact centres. Our largest engagement involving 18 trainers – simultaneously – played a key role in nationwide product launch. We continue to receive repeated offers to come back and support our client’s Learning and Development needs. We believe that this is a sure sign that our clients have chosen a trusted training partner.

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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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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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HTC

Merchandising, Visual Merchandising

The challenge

Ensuring product visibility at 2,440 Retail Outlets (1,861 GT + 579 MT) across India with a team of 39 Visual Merchandisers and 1 Team Manager.

Our Solution
  • Seasonal / Festive creative visual merchandising with cube boxes in GT + MT outlets as per space availability.
  • Provide a creative visual POSM to attract customer interest and drive sales.
  • Rotate stock to maximise best before end dates.
  • Close relationship with Visual Merchandising and Brand Ambassador.
  • Real time reporting & tracking.

Results

  • Increased brand visibility of HTC products.
  • Created consumer engagement with demo devices.
  • Increased sales of HTC products.
  • Improved relationship with retailler and merchandising team.

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HTC

Consumer Activation, Retail Activation

The challenge

CPM’s Retail Activation team managed the new product launch of the HTC Sensation and HTC Chacha mobile phones in top metros.

The objective of the activity was to promote both phone models amongst youths in metro cities like Delhi & Mumbai. The activity was interactive including a Compare engaging with the crowd outlining the features of the phones . Other activities included a photo opportunity with picture taken using the Sensation to highlight the 10 megapixel quality.

Our Solution

CPM conceptualised and designed the entire activation programme. The touch points were shopping malls where the footfall is high and visited by younger generation.

Results

  • 1084 product demonstrations were given over a period of 4 days
  • 12 phones sold

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HTC

Consumer Activation, Events and Promotions

The challenge

HTC along with CPM decided to run an event and promotional activity at the Indian Super League in 2015 during which various promotional activities were conducted during the course of the tournament.

Our Solution

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

  • A hot air balloon was stationed near the stadium in order to improve brand awareness.
  • Interactive consumer activations to promote the HTC brand.
  • Live music on HTC branded stage.

Results

  • Increased brand awareness.
  • Substantial number of consumer activations and interactions.

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