Category Archives: Case Studies


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

Cosnova

Beauty Bar Roll-out L.O.V 1m

Cosnova Beauty is the company behind the strong cosmetics brands essence,

CATRICE and L.O.V.  The brands have achieved a rapid growth within the beauty industry. With the launch of L.O.V in 2016 Cosnova now holds the highest market share in the German cosmetics market.

CPM Germany were appointed to provide a sales field team to support the merchandising of:-

  • German and Swiss Rollout of the new 1m L.O.V beauty bar
  • Installation of the new beauty bar, placement of new merchandise and products

This include route planning consideration and time of action, plus briefing all retail partners on how to correctly manage the Beauty Bar to optimise sales and brand awareness

CPM recruited and managed a nationwide field sales team who had a high level of experience of merchandising and installations.  Through continuous training and coaching the team successfully installed all the Beauty Bays in the retails to a high standard and within the allocated time.

Germany:

Over the course of three weeks which equated to 306 action days, CPM's field sales team rolled out all of the Beauty Bars with the help of 40 professional installers.

Switzerland:

Over the course of three weeks which equated to 30 action days, CPM's field sales team rolled out all of the Beauty Bars with the help of 2 professional installers.

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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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Case Studies

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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Case Studies

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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Case Studies

Federal Mogul Sales Force

CPM Germany increasing brand awareness and raising demand within the independent automotive workshop sector

Federal-Mogul is a global automotive supplier with two  independent business parts. Federal-Mogul Motorparts delivers a huge product portfolio with more than 20 worldwide known brands to the global automotive aftermarket. Furthermore the company supplies the producers concerning the OEM division with products like brake linings, chassis parts and wipers.

- Collecting and checking data of independent automotive workshops (target group)

- Generation of Insights based on the needs of the target group

- Sensitization of independent automotive workshops for existing OEM-Status

- Presentation of FM4ME-program within the target group

- Registration of workshops to FM-CAMPUS

- Recruiting experienced sales reps with automotive experience

- First contact to workshops is initiated through our International Contact Centre in Barcelona

- Client visits and interviews about current market situation based on questionnaire with approximately 50 questions on parts usage, current wholesaler etc.

- Participating in wholesale fairs with Federal Mogul sales team

- Registering Leads & Cases and immediate delivery to Federal Mogul

- Weekly supervision through team leader incl. progress reviews and handling of individual cases

- Digital daily reporting via Retail Motus

50% initial visit success rate in regard to 100% questionnaire completion!

- Total numbers of independent automotive workshops: approximately 5.700

- Total number of planned visits: 3.780

- Total number of field staff: 3

- National team leader

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Case Studies

Boots

Boots vitamins Active sell driving sales in store

The challenge

6/10 shoppers visit the vitamins Aisle in Boots stores with the intent to purchase but leave without purchasing because there is too much choice.
We were approached by Boots to deliver an effective sales solution. Our approach was to create a team of experts who would advise shoppers in store and drive sales in the vitamins category.

Our Solution

In order to help Boots increase the value of the overall vitamin category, CPM have deployed a team of active sellers (known in store as Vitamin Advisors). Focussed mainly in the vitamin area of the store, our team of Vitamin Advisors are tasked with the following:

  • Proactively approach customers
  • Use questioning guidelines to understand the customer need and recommend the appropriate product
  • Work with store staff and H/O to ensure on shelf availability is excellent
  • Raise awareness of the on going 3 for 2 promotion

The Team

  • In Central London, we created a team of 22 Vitamin advisors, working 30 hours per week, Wednesday to Saturday
  • The in store hours are bespoke to each store, maximising the busy periods
  • We provided colleague training to enhance the knowledge of the team, with each advisor completing an NVQ
  • The team is supported by a full time Territory Manager and Client Service Manager, who are responsible for in store coaching, driving advisor performance and sales while ensuring the strategic direction of the campaign is in line with expectation.

Results

  • 33,824 Customer interactions
  • 93% of customers rate their experience in store as ‘Excellent’
  • 98% suggest they are ‘Very Likely’ to go on to purchase after interacting with an advisor
  • Over 20,000 samples distributed directly to customers
  • We have ordered 7,728 SKU’s over 8 weeks via Head Office (with a monetary value of £38,408.16)

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