CASE STUDIES

Fortune 1000 CX Satisfaction Program leads to Increased Life Time Value

Fortune 1000 CX Upsell

Expanded Nr. of sales per customer, substantially increased upsales into full array of services, and improved better customer retentions.

A Bank with several hundred branches wanted to consistently acquire and serve affluent bank customers. The bank wanted to make cost-effective use for their teams providing their financial advisory services.

The existing financial advisors (FAs) and support teams were busy servicing walk in traffic in their branches, and existing clients. They didn’t have the bandwidth or resources to reach out to new potential affluent clients which did not already have their assets with their bank.

This hindered the bank’s ability to properly advise affluent customers and resulted in lost monetization opportunities for the bank.

Solution

Steps planned and implemented by EagleONE as part of a customized solution for meeting the Challenge:

  • Trained our Seasoned Outbound Proactive Customer Service Team to make outbound calls to qualified bank customers.
  • Implemented the use of our Five9 communications platform to capture all call metrics and increase communications efficiency.
  • Instituted new disciplines for evaluating project status and progress, including established KPIs.
  • Booked Appointments for Branch FAs to meet in person with qualified candidates.
  • Gathered Intelligence on prospects who chose not to book an appointment for future marketing initiatives.

Results

The Mid-West Bank Branches are Booming!

Key benefits to the client as a result of EagleONE Deployment:

 

  • 40% overall increase in bank customers subscribing to additional services offered by the bank because of increased awareness during conversations with FAs in meetings.
  • 15% increase in current customer base choosing to move assets to the bank.
  • Trained our Seasoned Outbound Proactive Service Team to make outbound calls to qualified bank customers.
  • 25% reduction in outreach responsibilities for the FAs, allowing for more time to analyze, propose and close new assets for the bank.
  • ROI expectations were vastly exceeded, resulting in additional strategy discussions for improvements in other areas of the bank
Improved customer satifaction, loyalty and ROI with personalized, multi-faceted CX program

CX as a Profit Center

EagleONE turns CX experience into a Profit Center for Coffee Maker and Coffee Shop Chain.

An independent coffee shop chain grew their brand for many years by word of mouth and referrals. Sales held steady but identifying and retaining happy employees for excellent CX was difficult. The lack of reliable staff caused a myriad of problems, including long wait times, missed calls, no time for marketing. The owners brought in EagleONE to turn their dilemma into improved ROI by improving their CX by providing psycho-analytics, team training, metrics. This resulted all around better service as well as improved ROI.

Solution

EagleONE believes in data, discipline and managed strategies. Every mission we deploy on behalf of our clients is quantifiable, seamless and built-to-suit. The results are Insights with Impact via our proprietary process of Engage, Evolve & Elevate. Steps planned and implemented as part of a customized solution for meeting the Challenge:

 

  • Deployed business to consumer marketing program that included our loyalty and social media programs.
  • Designed and implemented a customized Inbound CX program to improve customer experience, increase and capitalize on all potential sales, and leveraged up-sell, cross-sell strategies.
  • Instituted Local Thanks & Loyalty Superstore incentives to monetize the current and future customer base.
  • Offered incentives to all customers, including cash back rewards in custom built national loyalty program / mall.
  • Deployed customized social media programs to penetrate Facebook, Twitter, LinkedIn and Instagram and capitalize and grow the customer base.

Results

Coffee Sales and ROI are Up & Customers are Ecstatic!

Costs associated with EagleONE deployment were less than the cost of a new employee per month, until client could afford to expand the program due to improved ROI. Key benefits to the client as a result of EagleONE Deployment:

 

  • 40% increase in captured sales from inbound Customer service calls.
  • 15% increase in sales from up-sell and cross-sell strategies.
  • 70% increase in consistent, social marketing solutions in Facebook, Twitter & Instagram.
  • 20% increase in customer base through Loyalty Superstore & Local Thanks Strategies
  • Quantifiable progress reports allowing Coffee Shop to measure progress with data.
  • Marked improvement in marketing messaging, market penetration, and sales.
  • Marked improvement in ROI through improved customer satisfaction and endorsements.
  • Substantial increase in customer referrals
Tech Start Up rapidly gains sales in US and Canada

Jump Starting Tech Start Up

Fortune 1000 style sales and analytics set up, analytics, allowed client to test, analyze, learn, and focus on improving ROI

EagleONE believes in data, discipline and managed strategies. Every mission we deploy on behalf of our clients is quantifiable, seamless and built-to-suit. We deploy Fortune 1000 style AI and ML based analytics and strategic advice.

A California based ERP Software company wanted to expand their client base by targeting mid-sized to large manufacturing companies within the U.S. and Canada. To achieve this goal the client needed to prequalify the companies to ensure they were viable candidates, before allocating their new business, client management and tech deployment teams. Additionally, their marketing team wanted to hone their marketing messaging, differentiate their services from those of their competitors, etc. The company’s finance team and their investors wanted to makes sure the company focused available funds on steady, yet rapid growth.

After the project initiation fee, which included strategic planning, EagleONE provided the services on a fully scalable basis, allowing the tech company to build sales qualifications, marketing, into their cost of sales, improving their business model. Once the program was decided on the company was charged on cost per call basis.

Solution

Steps planned and implemented by EagleONE as part of a customized solution for meeting the Challenge:

 

  • Trained our Seasoned Outbound Prospecting & Reconnaissance (OPR) Team to make outbound calls to pre-qualify mid-sized manufacturing companies across the U.S. and Canada.
  • Implemented the use of our Five9 telephony platform to capture all call metrics and increase dialing efficiency.
  • Instituted new disciplines for evaluating project status and progress, including established KPIs.
  • Gained important reconnaissance information on behalf of the client.
  • Disqualified any mid-sized companies that did not met the clients specified requirements. 

Results

Key benefits to the client as a result of EagleONE Deployment:

 

  • 70% increase of qualified candidates that the client can engage with.
  • 25% increase in the sales opportunities give to their internal sales team.
  • ROI expectations were exceeded by the number of slosed sales made possible by prequalifying and pre selling targeted businesses.
Increased Life Time Value per Customer, lowered Client Acquisition Cost

CX and Big Data Analytics improve ROI and Employee Satisfaction

EagleONE Deploys Big Data and Analytics to improve Customer Experience

A retail business was consistently losing customers because of long wait times. The internal customer service team was understaffed, had problems related to antiquated technology. Employee satisfaction was low, the company suffered constant turnover, increased training cost, loss of productivity. Their customer experience suffered, their social media expposure was negative or non-existent. Management brought in Eagle ONE to course correct the company, improve CX, increase up-sell and cross-sell opportunities and improve Brand Awareness and Preference.

Solution

Steps planned and implemented by EagleONE as part of a customized solution for meeting the Challenge:

 

  • Created Situation Analysis of Existing Issues
  • Mapped out Strategic Course Correction Plan
  • Trained our 24/7/365 Inbound CX Team to field all incoming calls.
  • Instituted new disciplines for evaluating project status and progress. Established sales leads analysis process and goals.
  • Developed new processes to identify and track KPIs and systems to improve yields.
  • Realigned and prioritized CX Priorities and Responsibilities to ensure better VOC endorsements based on better CX by tracking intelligence on prospects who chose not to buy for future marketing initiatives.
  • We turned customer services into a profit center by improving the Up-sell & Cross-Sell verbiage and methodologies.

Results

Improved CX based on both psychology based training and metrics. Exponential Growth Across all Brands – All While Reducing Costs!

Key benefits to the client as a result of EagleONE Deployment:

 

  • 40% increase in customer service satisfaction, reduced handle times, reduced wait times, and more efficient data for forecasting.
  • 15% overall increase is primary brand sales year one.
  • 25% reduction in outreach responsibilities for the FAs, allowing for more time to analyze, propose and close new assets for the bank.
  • 25% increase in current clients buying more than one brand of products.
  • ROI Expectations exceeded instigating additional strategy discussions for other areas of the bank
  • 20% reduction in internal staff required for the client.
  • 5% reduction in needed office space, office furniture, and savings on payroll and benefits.

A Million Inbound Calls

EagleONE Deploys Call Center / Emergency Response for Donation Increase

A Non-Profit Organization required a quick setup and turnaround to handle taking donation for a severe weather disaster. In order to meet the customer’s requirements, the campaign needed to be created, CX teams trained. We were up and running within a short period of time. This was a crucial demand by the client, due to the large volume of calls expected to be received.

Solution

Steps planned and implemented by EagleONE as part of a customized solution for meeting the Challenge:

 

  • Trained our Seasoned Inbound Customer Reps in record time.
  • Our experienced team took calls and accepted donations within hours.
  • Instituted new disciplines for evaluating project status and progress, including established KPIs.

Results

 

  • Handled a call volume of over 1 million calls within the first four-day time period.
  • Disaster Victims received needed services in time and ROI expectations were exceeded.
  • Key benefits to the client as a result of EagleONE Deployment:
  • Ensured campaign was running within a minimum of Four hours after notification.
  • ROI Expectations were exceeded by the number of donations that were made possible by the EagleONE team’s willingness to go above and beyond in their job duties.