Category Archives: IT / Technology


Case Studies

HTC

Consumer Activation, Active Selling

The challenge

Ensuring brand visibility and product training with 1,400 in-store demonstrators, 40 team leaders and 2 trainers across India.

Our Solution

1. Creating awareness by engaging shoppers, removing the barriers to purchase and increasing sales and brand loyalty.
2. Helping the customers understand HTC products.
3. Ensuring all In-store demonstrators and trainers are up to date
4. Provide real-time sales reporting & tracking.

Results

Increased brand visibility of HTC.
Help to create live experiential demonstrations to engage shoppers.
Help to increase sales of HTC products.
Relationship development with retailler and consumers.

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Case Studies

Microsoft

CPM provide a dedicated, full-time field sales team across Ireland for Microsoft

The challenge

CPM provide a full time field 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

Microsoft

Merchandising, POS Merchandising

The challenge

CPM on a Campaign basis provide merchandising services for new Office, Surface and Windows POS throughout Harvey Norman, PC World and independent PC retailers across the Island of Ireland.

Our Solution
  • A flexible merchandising team nationwide.
  • Deployed within 48 hours.
  • Due to the tactical nature of the Campaign reporting provided via CPM App Tactical Retail Force rather than Microsoft’s own REP Tool.

Results

Merchandising completed in all stores within agreed timelines ROI not measured on this activity

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Case Studies

Lenovo

Sales, Sales Acadamy

The challenge

We partnered with Lenovo India to deliver engaging, memorable training to increase product knowledge and sales of Lenovo computing products. We engaged with the PAN India internal sales, retail, channel & distribution teams with the help of 13 members from the Sales Academy Training Team - Master Trainer, Route Trainers and the coordinator.
We measured our success through knowledge gain, level of engagement and sales figures.

Our Solution
  • We analysed the current situation and identified a strong requirement of need based selling.
  • Created contents customised as per customer profiling.
  • Training consisted of both product training and selling skills.
  • Post training score & training feedback helped to fill the gap and make necessary changes either in the content or in the delivery style.

Results

Received feedback from Lenovo Senior Management & Sales Team that the quality of the promoter pitch has improved.

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Case Studies

Hardware Club

Consumer Activation, Active Selling

The challenge

After launching its first shop-in-shop in Harrods in London, Hardware Club decided to open for business in Paris.
Connected devices were probably the most coveted gifts last Christmas. For the young firm Hardware Club, this opportunity was also a challenge: how to attract attention and get a foothold in the French market by representing 25 young start-ups and their products? To take up this double challenge of brand awareness and sales, and to open the brand’s first shop-in-shop in France, Hardware Club saw CPM France as the ideal partner.

Our Solution

Hardware Club joined up with a sales expert able to provide a skilled and efficient sales team, one that could meet the brand’s goals within the deadline. The Hardware Club shop-in-shop opened in the Fnac Ternes , the most important of Paris ,for 6 weeks, during the festive season, and had four sales assistants supervised by 1 manager, with the stand open 7 days a week. The stand stocked 25 products from various start-ups belonging to the club.

Results

The CPM sales staff, through detailed product demonstrations and finely tuned sales pitches, encouraged clients to adopt the products, and made up to 50 sales per day.

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Case Studies

Microsoft

Consumer Activation, Brand Ambassadors

The challenge

Retail Safari were appointed in July 2016 to provide a Field Labour & Evangelism team to the top 54 technology stores in greater BKK focusing on qualifying consumers around Surface and Windows.

Our Solution
  • Recruit a dedicated team of 54 Brand Ambassadors with an emphasis on “cultural fit” for both Microsoft and the retail partners to deliver an exceptional experience in store.
  • Create a community of experts and interactive portal through a social media platform ensuring continuous engagement and visibility of achievements.
  • Collect detailed session reporting and provide sales, product, customer and market insights to Microsoft via the Microsoft global reporting program - RepTool.
  • Rollout of tablets and training for Brand Ambassadors and Program Management team on effective use, process and compliance of RepTool.

Results

  • Thailand ranked #1 worldwide in H1 2017 for device sales in Premium stores.
  • 56% of interactions results in a demonstration.
  • 1 in 3 demonstrations results in a sale.
  • Stakeholder feedback has been positive with the team viewed as a major asset in-store and back to the Microsoft business.

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Case Studies

Airbnb

Multi-Lingual Customer Experience via our International Contact Centre

The challenge

CPM are one of 10 global partners delivering a high performance, high quality, culturally focused first and second tier customer service.  We support the Airbnb community of guests and hosts worldwide.
Our multilingual, CX crewbies all have a passion for travel and great life experiences.
To ensure that Airbnb guests receive “Exceptional Customer Experience” in line with Airbnb values.
Our mission is to support Airbnb to become the Most Loved CX Team across the Globe.

Our Solution

For the first phase rollout, CPM recruited and trained 15 multilingual, highly skilled customer service specialists. Due to the success of Airbnb and their trust in the CPM account team we have grown over 5 years to 600+ customer specialists (Crewbies), operations managers, leads, certified trainers and QA coaches, real time analysts and work force managers.
The team provide a multichannel, first and second tier customer support handling trip and non trip related enquiries and situations.
Ongoing, in-depth product knowledge training provided to promote brand advocacy and ensure an Exceptional Customer Experience is provided to all Airbnb customers.
A culture bearer team set up to ensure preservation of Airbnb’s culture through events and team lead activities.

Results

In 2016 our CPM Crewbies had the highest NPS scoring across the entire global network for 8/12 months
In 2017 we are 30% more productive than the second closest vendor and have maintained NPS at the vendor benchmark.
The team handled over 1,5 million contacts last year.

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Case Studies

Agilent Technologies

Telephone Account Management Team Driving Sales for Agilent

The challenge

To create opportunities and generate increased sales revenue for the Service and Support Division (SSD), after sales division (maintenance and warranty mainly), communicating directly with the end-user and closing the sales cycle (Germany, France, Benelux, Spain, UK, Italy, Denmark, Sweden, Finland and Russia).

Our Solution
  • CPM Barcelona has 15 dedicated Telesales & Telephone Account Management Consultants covering 10 countries in the EMEA region.
  • 10 Telesales Consultants manage Agilent’s Deal-Trade business (Germany, France, Benelux, Spain, UK, Italy, Denmark, Sweden and Finland). The team receives repairing quotes already sent to the clients, analyse them, and offer special offers to transform them into maintenance contracts.
  • 3 Telesales agents are part of Agilent’s transactional team. This team manages specific accounts within a region or territory, selling contracts and other services to the clients.
  • 1 Telesales agent is managing Agilent’s educational business in Russia, selling seminars to potential clients.
  • 1 Telephone Account Manager is offering sales support to Agilent’s Key Accounts, helping the On-Site Sales team to increase revenues from these specific accounts.

Results

CPM generated a sales volume of 18M $ during the first half of Agilent’s fiscal year 2017 (November 2016-April 2017).

This project creates a ROI of 37 (37 € sales generated for every 1 € invested in the CPM team).

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