Questions? Feedback? powered by Olark live chat software Nutraceutical Marketer Increases Call Center Productivity

Solution Applied

Industry

Nutraceuticals

Channel

Call Center

Industry:

Nutraceuticals

Channel:

Call Center

Challenge

A marketer offering nutraceutical products on an auto-ship program required a decisioning tool to improve conversion and profitability within its in-bound call center. Specific goals included increasing up-sell revenue and minimizing cancellations.

Solution

Alliant developed a custom model to rank inbound callers — in real-time — for product affinity and loyalty behaviors. Higher scores prompted operators with sales scripts that encouraged bonus shipments or up-sell offers to qualified consumers. Riskier consumers received incentives to pre-pay for enrollment.

Results

The solution identified up-sell segments with profit per customer ranging from 92% to 195% above campaign average; these groups received load-up offers and cross-sells of other products.

 

The model successfully identified low-profit per customer segments; these groups received incentives to pre-pay for shipments.

 

The client developed plans to test additional qualification of top groups for future marketing efforts with direct mail flags, age appends and other descriptive data.

Insight at Work

A continuity marketer discovers the power of a predictive model

92-195%

Average increase in profit per customer