Enhancing Customer Experience and Driving Revenue Growth for an Advanced Incontinence Product Provider
The client is a leading provider of advanced incontinence products, offering discreet, high-performance solutions like disposable underwear, pads, wet wipes, and towels. Designed with comfort and dependability in mind, their product line serves a mature customer base seeking day-and-night protection they can trust. With a strong direct-to-consumer model—driven by direct mail, phone sales, and continuity programs—the brand needed a partner who could elevate the customer experience and maximize order value without increasing marketing spend.
Key Results
Challenge
The client’s existing call center struggled with:
- Inflexible staffing models
- Poor performance and inadequate reporting capabilities
- Missed revenue opportunities due to inefficient agent staffing
Solution
ITM Marketing stepped in to transform the client's call center experience by:
- Hybrid Staffing Model: Implementing an optimized combination of dedicated agents (for performance) and shared agents (for flexibility).
- Custom Sales Scripting & Screen Pops: Creating effective agent scripts and intuitive screen pops to enable confident upselling and cross-selling.
- Outbound Callback Strategy: Developing a follow-up system targeting abandoned calls and non-orders to drive additional revenue.
- Real-Time Custom Reporting: Providing comprehensive dashboards with metrics like continuity sales performance and average order value (AOV).
Results
- ✅ Customer experience improved by at least 20% through faster call response times and reduced handle durations.
- ✅ Revenue efficiency surged by 30% per marketing dollar spent.
- ✅ Decision-making agility improved, enabling hourly program adjustments instead of daily.
- ✅ Client marketing efficiency improved, with upsell reporting enabling rapid A/B testing and refined segmentation.
Testimonials
The order entry platform ITM built for our team has been a game-changer. It’s intuitive, flexible, and directly impacts our ability to convert and upsell with confidence.
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