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.

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.

• Determine customer barriers to purchase products over the phone.

• Identify the optimal customer experience.

• Coach agents and implement system changes to increase performance.

• Improve sales approach to overcome barriers via rebuttals.

• Enhance customer dialogue and consultation.

• Streamline product positioning.

• 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.