About InTouch Solutions » Why InTouch Solutions » Applications » Capabilities » Success Stories »
 
     
 

“Our response rate increased by 50% by using InTouch Solutions. They found a way of uniquely positioning our service. ”
-B. C. Chief Marketing officer large home services company

“InTouch Solutions was the only company we could trust to protect our brand image.” – S. A. Executive Director international telecommunications firm

“We’ve had customers call in and tell us how much they enjoyed receiving a message from a world champion boxer. They were truly entertained and we were delighted with the results.” –
A.W. Marketing Category Leader large entertainment provider

"InTouch Solutions was right on target with their advice; the quality and timing of the message was excellent.” --C.S., Candidate (and now Member), Prince William County Board of Supervisors

“We’re saving millions of dollars by driving un- necessary calls out of our live agent call centers.”
P.C. Director International Telecommunications Company

  
     
 
 
Large Telecommunications Provider
 
Problem:

“How can we cost effectively notify hundreds of thousands of customers in real time that their order has been fulfilled?”

That is just one of the many questions one of the world’s largest telecommunications providers asked InTouch Solutions to solve.  They needed to contact new customers in real time to inform them that their DSL installation kit had been shipped. The communication needed to be timely and personalized with relevant information.  Live agent calls were too expensive, and direct mail wasn’t timely or reliable.
 
Solution:
InTouch Solutions partnered with the provider to deploy a platform that contacts customers on a daily basis and provides them with customer specific information. This proactive approach reduced expensive and time consuming inquiry calls, while improving customer satisfaction.  
 
Benefits:

Timely Communications: Customers no longer have to wait for the mail to arrive, and the provider does not have to hope that their telemarketing reps make it through a customer contact list in a timely manner. Calls are made 6 days a week utilizing live data feeds to deliver calls on the right day at the right time.

Personal Touch: InTouch Solutions personalizes each and every contact for by adding customer names, work order numbers, order dates, and ship dates. Customers also have the option of hearing the message in Spanish. This makes for a much personal interaction and improves the customer's perception of the brand.

Reduced Operating Costs: Operating expenses were significantly reduced by proactively delivering information to customers that had been the source of inbound phone calls after the sale.

Improved Customer Satisfaction: Customer satisfaction scores with the installation process have improved as customers are more aware of their order status and appreciate the proactive and timely messages. 
 
 
  »Back
 
Home :: About InTouch Solutions :: Why InTouch Solutions? :: Applications :: Capabilities :: Success Stories :: Contact us