CUSTOMER SUCCESS:
Surge Protection
Exceeding Surge Protection Sales Goals for the Second Consecutive Year.
Outcome
Exceeded the client's expectations by upselling over 16,000 existing customers.
The Challenge
To increase the profitability of existing utility customers. To get as many of the utility's existing customers to:
- Sign up for the monthly surge protection program.
- Buy strip surge protection units for use in the home.
The Solution
The utility, in concert with CustomerLink, launched a surge protection program to existing customers, offering customers protection against lightning strikes and electrical surges.
Multiple products were offered in the program, and CustomerLink’s sales representatives aimed to upsell enrollment in the monthly surge protection plan to existing customers of the utility. If customers were reluctant to see the benefits of the monthly plan, CustomerLink communicated the benefit of at least purchasing a strip surge protection unit.
Inbound
CustomerLink received calls from residential customers responding to a direct mail piece, inquiring about the surge protection program. CustomerLinks sales representatives sold the customer the surge protection, and handled the administrative enrollment process.
Outbound
CustomerLink called on the utility’s existing customers and promoted the surge protection program, sold them the service, and enrolled the customers in the monthly program.
The Results
CustomerLink made over 9,000 inbound sales, 95% of which were for the monthly surge protection plan. CustomerLink also collected valuable information regarding why customers were reluctant to sign up for the program and relayed this information to the utility provider, so the company could refine future offers.
Inbound
|
Total incoming calls |
24,000+ |
|
Total Sales |
9,000+ |
|
Total Qualified Calls |
13,000+ |
|
Closing Percent |
72% |
Outbound
|
Total Presentations |
60,000+ |
|
Total Sales |
7,300+ |
|
Closing Percent |
12% |
|
