Results

The pilot of Allconnect’s solution for the smart usage program launched in February 2016 yielded strong results, exceeding the utility’s expectations.

52

PERCENT

Order conversion

is at 52% versus

the initial goal

of 30%

104

PERCENT

Cross-sale

conversion is at

104% versus initial

goal of just 20%

111,999

GROSS SALES

Over 110,000

gross sales since

program launch

70,124

CUSTOMERS

Since program

launch, we’ve

spoke to over

70,000

customers

30

MONTHS

Lifetime value

more than doubles

after 30 months

Allconnect in Action

Driving Conversion for Product Suites

Situation

Stagnant consumer revenue growth and the rising cost of maintaining / upgrading existing assets have caused regulated utilities to lean heavily on non-regulated products to close the revenue gap. Marketing high value protection plans such as surge, water heater repair and water/sewer line protection allows utilities to leverage a strong brand perception and create additional value for customers.

 

While working with the energy solutions arm of a large East coast utility, Allconnect identified a gap between marketing strategy and sales execution. Although their direct response marketing strategy was strong, they were not effective in positioning their product suite beyond the call to action of the initial marketing piece. In 2015, looking for ways to optimize their call center’s performance of 25% conversion, they decided to launch a champion/challenger pilot with Allconnect to test our sales assumptions.

 

With lifetime value projected to increase by tens of millions of dollars, Allconnect has provided this partner with a sales and service platform that will support their current and future product and revenue goals.

Solution

Allconnect mobilized its sales and marketing platform to customize the experience and optimize the campaign. A dedicated team, trained to focus on product education, customer consultation and cross sales, engaged customers and tested sales strategies.

 

Allconnect approached the situation in three phases, which allowed for quick and agile improvements.

Phase 1: Identify Opportunities

  • Determine customer barriers to purchase products over the phone.
  • Identify the optimal customer experience.
  • Coach agents and implement system changes to increase performance.

Phase 2: Implement Best Practices

  • Improve sales approach to overcome barriers via rebuttals.
  • Enhance customer dialogue and consultation.
  • Streamline product positioning.

Phase 3: Optimize and Standardize

  • System requirements
  • Call flow and sales process
  • Agent incentives

Due to the overwhelming success of the pilot, it was an easy decision for the partner to move all sales and service activity to Allconnect, and, in March of 2016, Allconnect built a dedicated sales program to handle 500K calls year. All call types were fully transitioned in October of 2016, and with Allconnect managing the call center, the month-over-month results continue to grow.

Pilot Success:

  • Exceeded 30% conversion goal by over 80%
  • Cross-sell production of over 60%.
  • More than doubled per-customer-revenue at a lifetime value north of 30 minutes.

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Stagnant consumer revenue growth and the rising cost of maintaining/upgrading existing assets have caused regulated utilities to lean heavily on non-regulated products to close the revenue gap. Marketing high value protection plans such as surge, water heater repair and water/sewer line protection allows utilities to leverage a strong brand perception and create additional value for customers.

 

While working with the energy solutions arm of a large East coast utility, Allconnect identified a gap between marketing strategy and sales execution. Although their direct response marketing strategy was strong, they were not effective in positioning their product suite beyond the call to action of the initial marketing piece. In 2015, looking for ways to optimize their call center’s performance of 25% conversion, they decided to launch a champion/challenger pilot with Allconnect to test our sales assumptions.

 

With lifetime value projected to increase by tens of millions of dollars, Allconnect has provided this partner with a sales and service platform that will support their current and future product and revenue goals.

Pilot Success:

  • Exceeded 30% conversion goal by over 80%
  • Cross-sell production of over 60%.
  • More than doubled per-customer-revenue at a lifetime value north of 30 minutes.