Highlighting the successes of our incentive programs showcases Group O’s capabilities and the dedicated people who manage these initiatives. This Q&A with Ashley Cramer, one of Group O’s Customer Success Managers, explores a recently completed project with a client in the food and beverage industry, demonstrating how our collaborative approach and innovative solutions contributed to the program's success.

Q&A with a Customer Success Manager, Ashley Cramer

Q: Can you tell us about a successful program you were involved in?

Ashley: Group O recently completed the onboarding of a new client from the food and beverage industry. This client utilized new development partners and features, including Optical Character Recognition (OCR). We also implemented digital payment options like Venmo and PayPal. The consumer website was set up in a remarkably short timeframe. Due to the positive response at the start of the project, the client made additional requests, including bulk orders, a reloadable program for their tasters, and a rebate website for their non-alcoholic beverages.

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

Ashley: The program involved a reward offer that allowed consumers to quickly enter claims on a reward site. With the addition of new payments and the capabilities of OCR, claims were quickly paid out, contributing to the program's success.

Q: What was your role in the project?

Ashley: I work daily with the client stakeholders and their marketing team to ensure that all artwork aligns with promotions, that promotions are up for consumers on time, and that claim and appeasement payments are sent as required. I also handle development requests, escalations (both consumer and client), issues with the consumer or backend site, and manage incoming data from the previous vendor to ensure it gets uploaded to the site for consumer review.

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

Ashley: We followed a series of deadlines over each calendar month to ensure proper promotion display to selling agents, based on the client’s business requirements, including selling agent IDs, service requirements, reward denominations, record validation, and budget constraints.

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

Ashley: Group O's use of our project management software eased the process of promotion uploads. The development team created a robust website that addressed the complexities requested by the client and Group O. The admin side allows the client to pull reports and view claims and promotions, while consumers can either make one-time entries or create a profile for multiple entries, with the ability to track all submitted claims.

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

Ashley: Several unique aspects stand out: consumers have the option to create a profile but aren't required to, the site includes age gating, multiple payment options (physical or virtual card, check, PayPal, Venmo), OCR capabilities for online claims, and an admin portal that provides different access levels for Group O and the client.

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

Ashley: Since going live in April, we have received over 172,780 online claims and processed 77,758 mail-in claims. Over 149,000 payments have been sent, valued at more than $1.1 million. Additionally, 500 appeasements have been created, not including the bulk orders, Tasters Rewards, and non-alcoholic rewards site.

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

"Our consumer care team is experiencing a decrease in escalated calls."

"Group O provided solutions that allowed CMG team members to save time when entering programs, enabling them to duplicate offers and enter multiple offers simultaneously. This provides significant value to us as agency partners."

"Ashley and the team have consistently been prompt and proactive in communicating any concerns and have been readily available when needed."

"Any issue that has been brought forward has been promptly addressed."

"Despite some initial backlogs, their emphasis and conviction in getting things done ASAP and the right way have never been in question."

Group O Can Manage Complex Incentive Programs with Ease

This case study highlights Group O's ability to effectively manage complex incentive programs, leveraging innovative tools and collaborative efforts to meet and exceed client expectations. The success of this program underscores our commitment to delivering efficient and tailored solutions, ensuring both client and consumer satisfaction. To learn more or work with Group O on your next incentive program, contact us today at 866-476-8761.