CUSTOMER SUCCESS:

Appliance Repair

A Four-Year Track Record of Successful Commercial and Residential HVAC Repair Lead Generation.

Outcome
Since 2001, CustomerLink has generated leads for a commercial and residential HVAC client. The closing percentage has reliably surpassed expectations: in 2001-77%, 2002-64%, 2003-61%, 2004-81%.

The Challenge

1. To position the client’s sales force for success by generating strong sales leads for the HVAC Program.
   
   
2. To receive and service incoming calls from customers enrolled in the HVAC Program having problems with their appliances.

The Solution

Outbound
CustomerLink generates leads using the utility’s customer database, contacting potential customers and distributing high-interest, qualified sales leads back to the client’s sales force.

Inbound
CustomerLink answers the calls from customers enrolled in the HVAC Program that have service issues with their appliances. During business hours, CustomerLink transfers customers to a qualified contractor. After investigating the magnitude of the issue; i.e., is the appliance really malfunctioning, or could it be a simple problem, such as a tripped circuit or unplugged appliance? A short series of questions help determine whether or not the utility needs to spend the money to send a contractor out to check a customer’s appliance. Contractors are selected based on the service type, geographic area and availability. If customers need service after business hours, CustomerLink sets the appointment with the contractor and follows up with the contractor the next morning. Whenever possible, preference is given to contractors offering after-hours service.

The Results

	2001	2002	2003	2004*
Leads	4,500+	3,000+	1,900+	800+
Presentations**	5,900+	4,800+	3,000+	1,000
Closing Percentage	77%	64%	61%	81%
Total Calls	7,000+	6,100+	3,900+	1,300+

*Not the annual total.
**A call is considered a presentation when the CustomerLink sales agent has read the whole sales script to the customer, and the customer makes an “informed decision”.