At Group O, our incentive marketing division specializes in creating and managing successful incentive programs that drive behaviors and deliver results. One such program managed by Group O’s Adrienne Novitske is for one of the world’s largest telecom companies. In this Q&A session, Adrienne shares insights into the program, its success factors, and the collaborative effort behind its achievements.

Q&A with a Customer Success Manager, Adrienne Novitske 

Q: Tell us about a successful program you were involved with.

Adrienne: Since joining Group O in 2011, I have managed various reward programs for one of the largest telecom companies. One of their most successful programs was created for their in-store sales channel to boost customer acquisition at the point of sale.

Q: What was the program and what made it successful?

Adrienne: This customer acquisition program gives the sales agent the opportunity to offer an additional reward to select customers who are “on the fence” about purchasing services. The reward comes in the form of a prepaid Visa Reward Card, and it has been remarkably successful in closing additional sales.

Q: What was your role in the project?

Adrienne: As the designated Customer Success Manager for this program, I am the single point of contact for our client as well as the territory managers to ensure that the sales force in the field have access to these exclusive offers. Customer data is submitted through either a stand-alone, Group O hosted website or by integrating with the client’s systems to initiate the reward fulfillment process. I also work closely with the Group O technology team to communicate business rules for each promotion.

Q: How did the team collaborate to ensure the program's success?

Adrienne: We set a series of deadlines each calendar month to ensure that the promotions are available to selling agents based on the client's business requirements. These requirements include, but are not limited to, selling agent IDs, service requirements (such as speed or package), reward denominations, record validation, budget constraints, etc.

Q: Are there any specific tools or methodologies that were particularly effective in this program?

Adrienne: Group O has built an “Admin” website specifically for the management of the reward program. Users are granted permissions based on their role at the company and the channels they support so that they can make immediate configurations to defined business rules as it applies to the agents and customers that they are supporting.

Q: Is there anything about the program that makes it unique?

Adrienne: Since these rewards are to be used only as a final sales tactic to gain new business, the number of times an agent can use these offers is limited over the course of a month in most cases.

Q: Can you give us any details of the outcomes or impact of the program?

Adrienne: In 2023, there were more than 310,000 orders captured through our reward program process, resulting in more than 120,000 rewards fulfilled.

Q: If the client provided any kudos or positive feedback we can reference, can you provide that information?

Adrienne: Group O received excellent feedback from our client's team. Here is some client feedback:

"Thank you for the effort needed to launch the reward program for the month of May. We appreciate all of the work that you and your teams have put in overnight to launch. Thank you for all that you do!"

"Thank you for the focus and driving us towards another successful launch."

"I want to sincerely thank you and all of the developers for making this launch possible. We are continuing to be pressed on our side for more and more with little to no time to adjust. This team continues to outperform when we need it the most. Thank you for all that you do!"

"You’ve been a lifesaver this week!"

"Thank you for all of the hard work and getting us launched."

"Thank you so much for the hard work and the flexibility needed for this month’s launch. We absolutely could not have done this one without you."

Making an Impact

The reward program for our telecom client is a prime example of Group O’s capability to create impactful incentive programs that drive performance. Adrienne Novitske and her team's dedication and strategic approach have made this program a resounding success, highlighting Group O’s expertise in incentive marketing. To learn more or to design your own program, reach out to our incentive marketing team at 866-476-8761 today.