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A leading utility company that uses the telephone to generate sales was suffering excessive processing costs and wasted resource due to inefficient internal systems. Members of the UKChanges bureau team noticed that addresses and telephone numbers were being submitted for repeated processing and suggested a hosted database solution that reduced wastage while enabling the utility provider to keep track of campaign history and add feedback on recent calls.
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As a leading supplier of gas and electricity to the UK market, our client invests a great deal of time, effort and expense in telephone-based prospecting campaigns to win customers and increase its market share. UKChanges already provided a range of data cleansing and enhancement services, adding and updating telephone numbers as well as regularly screening calling lists against the TPS and Corporate TPS files. Repeated TPS screens and the re-submission of known prospect records for re-appending of telephone number information were identified as issues by the UKChanges bureau team and a solution to the problem was offered. To avoid unnecessary processing costs and calls to non-responders or uninterested consumers, it was suggested that the client should maintain a record of the calls made and the dates of the campaigns that these telephone numbers were included in, as well as any additional details relating to the call. UKChanges now host a copy of the utility provider’s telecanvassing database and undertake enquiries on behalf of the company, interrogating and maintaining their calling lists, taking extracts, providing information on campaign history and adding agents’ feedback from recent calls. The hosted database solution has helped the client to reduce processing costs, optimise campaign performance and avoid wasted resource. The ability to feedback in to the system and maintain up to date records of calling history has also provided a truer picture of the company’s prospect universe and allowed the marketing team to understand their data and campaign response levels; even suggesting when ‘new’ input data is required to refresh the prospect pool. UKChanges can now provide online access to this type of service, allowing clients to undertake remote counts and selections or feed information back in to the system to ensure that they always have an up to the minute view of the data that is available. |