In the competitive telecommunications industry, driving increased levels of client acquisition and loyalty behaviors is an ongoing priority. Our client sought to continue their growth across their home telephone, IP television and high-speed internet lines of business.
Group O was selected in 1999 to begin providing customer care and call center support for our client's customer reward programs. Since then, Group O has accepted additional responsibilities, including overall management of Consumer Wireline Rewards. Group O provides program strategy, creative services, web development and hosting, reward card fulfillment, printing, distribution, customer care and information analytics across hundreds of active customer acquisition and loyalty campaigns.
In the last three years alone, Group O has fulfilled more than 10 million redemption letters and postcards. Group O also handles more than 3 million customer care calls annually for our client, with 2 million of those via a live agent.
In 2009, Group O recommended that our client move from using printed checks for its reward programs to prepaid Visa® reward cards. This switch resulted in direct savings of more than $9 million over the last three years — without any decrease in reward value provided to customers. For our telecom client, it's easy to appreciate results that also help it to stay better connected.
One of the world’s leading tire manufacturers was seeking to increase customer acquisition and drive incremental revenue through its independent dealer channel and national retail locations.
Group O was selected to create a web-enabled Consumer Rewards Program in early 2012. In addition to providing prepaid MasterCard® reward cards to tire customers, Group O designed and hosts a brand-compliant rewards website that enables online redemptions, reward card activation, status checks and product information.
Customers can start the rewards process at the tire dealer, immediately upon purchase. Smart phone users can visit the online Rewards Center and activate their rewards from scannable codes included on Point-of-Purchase displays at dealer locations. Group O’s customer care center provides additional support online and over the phone. Group O also serves as a one-stop shop for POP warehousing, assembly and distribution — making things easier on our client's dealers and consumers.
While the rewards program is relatively new, our client is already experiencing significant lift. Within three months of launch, the online Rewards Center was handling 48% of redemptions — and online reports are providing new levels of visibility into reward activation. For this tire manufacturer, the results are gaining good traction and starting to roll.