Consumer Rewards Solution
Challenge
A leading telecom and entertainment provider places a high priority on new client acquisition and increased customer loyalty behaviors for its television, internet and home telecommunications lines of business. Their goal was to increase and retain customer base and drive loyalty behaviors among millions of customers.
Solution
Group O established an enterprise-wide customer rewards program. Group O provided the following services:
• Program strategy & Information analytics
• Creative and printing
• Web development and hosting
• Reward card fulfillment and distribution
• Premium Reward sourcing & fulfillment
• Customer care and inbound sales
Results
• Hundreds of active rewards campaigns managed annually for client
• Over $2.2 billion in reward face value prefunded by Group O since 2014 counting towards clients diversity spend
• Over 21 million Visa rewards fulfilled by Group O since 2014
• Over 8.7 million calls handled by Group O reward center agents since 2014
• Thousands of incremental monthly sales achieved by Group O sales team
Since 1999, Group O has been providing customer care and call center support for our client's customer rewards programs. Over time, Group O’s responsibilities have grown and evolved into the management of hundreds of active loyalty programs and customer acquisition campaigns. Group O provides program strategy, creative services, web development and hosting, reward card fulfillment, print management, distribution, customer care, and program analytics for their Rewards.
Bottom Line Impact
In 2016 alone, Group O has managed more than 3.5 million redemption letters and over 2.5 million rewards. Each year, Group O fields more than 1 million live agent customer care calls for this telecom client, with an additional 1 million customer care calls handled through self-servicing option within Group O’s IVR.
With Group O, our client has realized a direct savings of more than $9 million over the last three years — without any decrease in reward value provided to customers. For them, it's easy to appreciate results that help it stay better connected.
