CAS Corp. increases
its conversion rate by 54%
inConcert developed a customized and integrated sales solution for Corporate America Solutions Corporation (CAS Corp.). The solution included direct selling, proactive selling, automation, and workforce offshoring strategies. The result: the conversions increased throughout the sales cycle.
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Sector
Retail
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Positions
250
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Operations
Miami, EE.UU.
conversion rate
improvement
of global sales come
from re-orders
new workstations
conversion rate
improvement
of global sales come
from re-orders
new workstations
conversion rate improvement
de ventas globales
provienen de re-órdenes
new workstations
Let’s hear from the protagonists
Let's hear from the protagonists
"Thanks to inConcert we have obtained a significant productivity improvement. We also managed to increase the conversion rate to sales by more than 50%".
Luis Cariola,
Group Cariola CEO
Features
- Autodialer
- Automated voice and SMS messages
- Intelligent distribution
- Recording
- Monitoring
- Custom management app
- Reports
Solutions
Features
- Autodialer
- Automated voice and SMS messages
- Intelligent distribution
- Recording
- Monitoring
- Custom management app
- Reports
Solutions
The challenge
CAS Corp's main challenge was improving its conversion rate and increasing the number of leads through the diversification of strategies.
To achieve this, the company had to:
- Control media performance: To optimize decision making, they needed to have full control of the campaign’s performance in the different media, obtaining statistics in real-time.
- Increase global sales: It was proposed to increase global sales by creating a “Re-orders” area, with the purpose of generating new sales to existing customers. “Re-orders” would have their own sales targets, equivalent to 30% of the organization's total sales.
- Delivery tracking and control: To reduce costs and increase customer satisfaction, CAS Corp defined a leveraged logistics process with strategies at the level of the contact center and the management application.
and improve conversion rate.
and improve conversion rate.
Solution
inConcert developed a comprehensive solution capable of covering, globally, CAS Corp.'s direct sales strategy. This included the customization of contact center functionalities and the development of the front-end for the management of the complete cycle, integrating both platforms to enhance the results.
Automatic messaging and predictive dialing
To increase the number of leads, new sales strategies were defined through contact centers, which accompanied the campaigns in the television media.
These strategies consisted of:
The sending of emails, SMS and voice blasters was automated with information and notifications to taxpayers:
- Massive and automated voice and text messages.
- Press-one campaigns.
- Telemarketing through predictive dialing campaigns.
In turn, lead management was optimized through:
- Automatic distribution of leads.
- Automatic call-back of abandoned calls.
- Monitoring, recording, and rating of sellers based on configurable attributes.
Hosting and remote agents
The functionality of remote agents with the ability to operate from multiple locations was implemented, keeping logistics and the core of the processes centralized.
Media management system and performance indicators:
The developed front-end application included tools for media management, including:
- Advertising guidelines administration
- Inventory and administration of Toll-Free Number
- Allocation of budgets for each campaign
Additionally, decision-oriented performance indicators (conversion by means, cost per call, cost per order, etc.) and tools for campaign profitability analysis and response were generated.
Automatic dialing to increase "Re-orders" productivity
Predictive dialing campaigns were implemented for the "re-orders", fully integrated into the management application. The strategy was based on applying business rules and filters to the existing customer base, generating lists that the predictive scoreboard processes every day.
Follow-up activities and automatic shipping management
The front-end application allowed the logging of the following activities:
- Payment confirmations and shipments to customers
- Claims or rejections
- Reshipments.
- Changes in the payment method
- Up-sell.
The results
The implementation of the integrated sales solution and custom applications allowed CAS to obtain the following results:
of global sales come from re-orders
daily calls
new workstations
new workstations
- It increased the conversion rate by an average of 54%.
- Sales generated in the re-order area reached 38% of global sales, exceeding the initial target by 8 points.
- Daily management of 23,000 calls.
- Daily "Talk-Time" around 50 minutes per hour for each seller.
Additional operational growth was achieved from 80 workstations distributed in Colombia and Peru and another 65 teleworkers connected to the system from home in Colombia and Mexico.
CAS Corp.
The relocation and teleworking strategies were carried out maintaining absolute control over resources, processes and adherence to quality standards.
Founded in 2003, it has achieved a prominent position in the Direct Selling industry due to its high conversion rates and loyalty strategies.
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Sector: Retail
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Positions: 250
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Operations: Miami, EE.UU.