Category Archives: Case Studies


Case Studies

Eir

CPM manage eir Consumer Customer Care Team

The challenge
  • CPM manage Customer Sales & Service (CSS) calls from eir customers with queries on service and billing
  • The customer care team handle an average of 20,000 calls per month
  • CPM recruit, train and manage the KPIs for the eir Consumer Customer Care Team
  • CPM have service level and customer satisfaction targets to achieve daily
  • Sales through service also being completed to support eir in hitting their sales targets

Our Solution
  • CPM have a team of 25 based in eir HSQ building serving the CSS queue
  • CPM provide the management team and processes to deliver the service levels & customer satisfaction performance
  • CPM present back to eir SMT weekly and monthly against set targets

Results

  • Over 104,000 calls managed over a 6 month period
  • 1,225 RGU sales completed over 3 months of Sales through Service
  • CPM create a positive culture within the eir building by managing CPM values and there customer care motto “Ownership is Caring”

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Case Studies

Match

CPM hosts Match single events in Dublin and Belfast

The challenge

CPM hosts “singles events” for Match in Dublin and Belfast, these events are called Match Nights. Match Nights are a great opportunity for singles to meet in real life and not only on the app. Match members get to gather for drink in a relaxed and enjoyable environment. We create a fun night where new connections can be made.

Our Solution
  • Select the best venues in Dublin and Belfast to host Match Nights.
  • Recruit a brand ambassador to host the event and create a fun and relaxed environment so attendees can get to know each other.
  • Brand ambassador are always available to provide support and guidance and to coordinate the best ice-breakers activities to incentivise communication.
  • Provide detailed event reports with useful insights to the client.

Results

  • 8 events in Dublin and 2 in Belfast were successfully executed.
  • 98% satisfaction rating from guests.
  • Relationships established with 7 partner venues.
  • Approx. 60% of guests attended more than 1 event.

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Case Studies

Eir

CPM deliver on eir SME sales targets

The challenge
  • To acquire new customers for eir business providing fixed line, mobile, Broadband and Wi-Fi products via Field, Inside and Digital sales
  • To capture tactical information that is electronically fed back into eir’s customer database to enhance customer product & service propositions.
  • To provide the sales support function that allows for timely order fulfilment for customers.

Our Solution
  • CPM built an outsourced sales team of 34 full time permanent sales professionals.
  • CPM manage all recruitment, HR, staff management and performance of these staff on behalf of our client in the eir SME business channel.
  • CPM have 26 back office staff working in eir offices supporting various sales functions.

Results

12,000 net customer acquisitions per year in line with delivery plan with results delivered within budget

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Case Studies

Now TV

Field Sales

The challenge

CPM provide a full time field team across Ireland for NOW TV in leading Electrical retailers. The full-time field team drive in store sales by training staff and ensuring stores are merchandised with stock and the latest POS.

CPM also provide additional tactical staff for larger or ad-hoc campaign activations.

Our Solution
  • Team in place since launch, extensively trained and deployed across top Irish retailers representing NOW TV.
  • Team concentrate on training & relationships in store to drive advocacy.
  • The team deliver insights from their experience in retail to support NOW TV strategy.
  • A flexible merchandising team nationwide when required.

Results

  • All stores supported via a monthly call file.
  • Leading nationwide grocery retailer merchandised for a promotional launch.
  • Key retail stores staffed with tactical blitz staff on weekends throughout June ‘17 to support NOW TV launch.

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Case Studies

Nielsen

CPM provide Market Research services to Nielsen

The challenge

Nielsen has been working with CPM since 2015. For this project, CPM was responsible for surveying all independent grocers & newsagents as well as pubs, nightclubs, hotels, sports & social clubs in certain electoral districts in a given time frame.

Our Solution

CPM recruited 18 experienced survey agents and 2 team leaders and provided them with tablets. Our client delivered the training along with the assistance of the account manger. Our team leaders conducted back checks on the work done by the field to ensure all data was captured correctly.

CPM has introduced advanced technology to:

  • Geo-locate/geo-map outlets across the Island of Ireland.
  • Integrate territories into Google maps so survey agent could go right down to street view within their given territory.
  • Use validations and routing on surveys to ensure accurate data received.

Results

    All surveys were delivered in the given time frame. All post survey queries were dealt with in a timely manner. Client was very satisfied with the service received and enhancements made to the project.

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Case Studies

SSE Airtricity

CPM manage SSE Airtricity Field Sales

The challenge
  • To provide a high quality ethical sales solution to acquire new customers for SSE residential market. Selling Electric and Gas.
  • To capture tactical information from all customer contacts that is submitted to SSE to support enhancement of customer product & service propositions.
  • To provide the sales support function that allows for timely order fulfilment for customers.

Our Solution
  • CPM have built an outsourced team of 40 full time permanent sales professionals.
  • The sales team is supported by a National Sales Manager, Regional Sales Managers and Team Coaches.
  • Ancillary support is provided by a Learning & Development Specialist and a Sales Support Executive.
  • CPM manage all recruitment, HR, staff management and performance of these staff on behalf of our SSE Airtricity client.

Results

  • CPM acquired 5,300 customers for SSE from May – December 2016
  • Forecasting acquisition of over 12,000 customers in 2017

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Case Studies

Eir

CPM delivers Direct Sales for eir in the Consumer Market

The challenge

eir and CPM’s consumer sales relationship has existed for over 16 years. CPM currently recruit, train, and manage over 80 full time field sales representatives nationwide in a tough sales and regulatory environment. We also provide excellent operational support in terms of HR, order processing, complaint handling, data management and customer Insight. CPM regularly utilise venue and event marketing to increase eir sales opportunities on a campaign basis.

Our Solution

The CPM/eir consumer sales team provides a flexible and dynamic channel to market consisting of 1 Client Service Manager, 1 National Sales Manager, 6 Regional Sales Managers and 80 Field Sales Representatives. Activity covers all 26 counties and a lead base of over half a million potential customers in every city, town and village in Ireland.

 

eir Consumer Markets & CPM Management teams work in partnership to develop strategies and action plans that deliver business objectives.

Results

  • 2,080 calls (per day)
  • 900 customer contacts
  • 100 sales closed and processed on site
  • Average 2.4 products sold per customer
  • Detailed tactical information collected from every sale
  • Daily product and customer insight provided to client from 6 regional hubs

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Case Studies

Max Factor

Sales, Sales Force, Merchandising

The challenge

In 2010 Procter and Gamble decided to outsource their sales force and focus on their core strengths, making innovate products and bring them to markets. As CPM where already delivering their supermarket sales force P&G / Max Factor decided to contact CPM in order to maintain their sales and merchandising in drug stores. CPM took over liability of their people and continued with the field team and agreed strategy.

Our Solution

After we took on board the field team we started optimising the store planning, changed some regions using the latest optimisation technology available in our group and brought our experience and expertise in from clients sharing and re-applying our success into the newly designed field sales team.
We directly saw the positive effect on sales climbing up to I X 108 managing the make-up units and selling custom-made year plans to the retailers. In 2015 P&G sold Max Factor to COTY. Although the strategy of COTY made some changes we are still successfully working with Max Factor with a passionate team of Sales Development Representatives that still have a great and trustful relation with the retailers.

Results

Year on year growth for the Max Factor brand in-store, being one of the best represented make-up brands in drug stores in The Netherlands with a strategy change that worked and still gets tuned quarterly to maintain the success and keep the pace.

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Case Studies

Mercedes-Benz

Merchandising, Visual Merchandising

The challenge

Mercedes-Benz contacted CPM Nederland looking for an outsourced sales agency with the goal to continuously improve the look and feel of their dealerships in the Netherlands. This included supporting the dealers by implementing and (re)place seasonally all their POS materials as per 2012 in and around the dealers. In addition to providing a team of merchandisers CPM was also responsible for the full coordination of this process and implementation.

Our Solution

We developed a dedicated and passionate team of Visual merchandisers including project coordination and support taking into consideration all necessary facilitating from Mercedes-Benz

CPM Responsibilities:

  • Performing the Visual merchandising activities in 3 rounds every year (spring, summer, autumn)
  • Collecting license plate information in-field
  • Merchandising activities:
    • (Re)placement of visual in-store merchandising;
    • (Re)placement of promotion displays;
    • (Re)placement of car information stands;

Results

  • 19 Events , 6850 Attendees & 2022 Enquires in 2017 as on 31st March.
  • 63 Events, 17117 Attendees & 5391 Enquires in 2016

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Case Studies

VISA

Consumer Activations, Event and Promotions

The challenge

Demonetization come up with an opportunity to push digital transactions across India. Therefore, Visa along with CPM planned to deploy the decals across major cities in India for consumer activation activity.

Our Solution

TRO manages Visa’s Operation Code blue Program . Wherein we have deployed the branding elements (Soft POSM) across 8 different cities.

POSM included:

  • Stickers, Danglers, Acrylic Stands
  • Major Cities – Delhi, Mumbai, Bangalore, Kolkata, Goa

Results

42,526 Stores covered within 8 weeks.

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