Category Archives: Case Studies


Case Studies

Telecommunications

CPM deliver on SME sales targets for Vodafone

The challenge
  • To deliver SME fixed, broadband and mobile customer acquisition through a face to face field based sales team
  • To capture tactical information that is electronically fed back into the client's customer database to enhance customer product & service propositions.
  • To provide the sales support function that allows for timely order fullfilment for customers.

Our Solution
  • As market leaders in their respective industries, a partnership between CPM and Vodafone was a natural evolution for both organisations within the Irish telecoms sales market.
  • CPM, with nearly 20 years experience operating high performing Direct Sales teams in both the B2B & B2C telecoms markets, provides a full-service contract for Vodafone Business. Key functions include the recruitment, training, and management of a team of highly experienced Business Development Managers across ROI.
  • As part of this specialised and dynamic route to market, CPM also provides excellent operational support through HR, asset management, data handling, compliance oversight and customer insight.
  • The CPM/Vodafone SME team consists of a Head of Sales, National Sales Manager, Team Leader, Ops Support, and a growing Team of Business Development Managers.

Results

  • 4,000 Fixed Line (Voice & BB) Sales
  • 1,800 Mobile Sales
  • Sales Team growth to 15 BDMs

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Case Studies

Dogs Trust

CPM manages Dogs Trust’s Direct Fundraising Team

The challenge

CPM was set the task to acquire new donors for the committed giving program of Dogs Trust through Residential Field Sales.

Our Solution
  • CPM provide a high performance, best in class service through a partnership approach.
  • We provide a nationwide team of Fundraisers. We manage the donor acquisition campaign from end to end including recruitment, HR, training, processing, compliance and technology.
  • We provide a complete Donor acquisition service including mandate completion on tablet technology.
  • We have market leading cancellation / 1st payment rates.

Results

  • CPM acquire long term, ongoing donors
  • 1,907 confirmed donors for Dogs Trust in 2018
  • Average monthly donation of €12.25
  • Average 1st donation rate of 91%

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Case Studies

MSF

CPM manages MSF’s Direct Fundraising Team

The challenge

CPM was set the task to acquire new donors for the committed giving program of MSF through Residential Field Sales.

Our Solution
  • CPM provide a nationwide team of 6 to 10 Fundraisers, 1 Team Leader and 1 Fundraising Manager for MSF. We have responsibility for recruitment, HR, training, development and performance management of staff.
  • We provide an end to end Donor acquisition service from mandate completion to data processing.

Results

  • 1,700 confirmed donors for MSF in 2016
  • Average Monthly donation of €14
  • Average 1st donation rate of 95%

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Case Studies

Telecommunications

CPM manage a Consumer Customer Experience Team in the Telecommunications industry

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

Our Solution
  • CPM have a team of 25 based in client's building serving the CSS queue
  • CPM provide the management team and processes to deliver the service levels & customer satisfaction performance
  • CPM present back to client's 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 client's building by managing CPM values and there customer experience 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

Telecommunications

CPM deliver on SME sales targets for Telecommunications company

The challenge
  • To acquire new customers for a telecommunications company 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 the client's customer database to enhance customer product & service propositions.
  • To provide the sales support function that allows for timely order fullfilment 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 SME business channel.
  • CPM have 26 back office staff working in the offices of the client 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

Telecommunications

CPM delivers Direct Sales for a telecommunications company in the Consumer Market

The challenge

CPM 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 sales opportunities on a campaign basis.

Our Solution

The CPM 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.

 

CPM Management teams work in partnership with the client 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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