CAS Corp. increases sales conversion rate by 54%

CAS Corp.'s main challenge was to improve its sales conversion rate and increase the number of leads through the diversification of strategies.

To achieve this, the company required:

• Monitor media performance: To optimize decision-making, they needed to have control over the performance of campaigns in different media, obtaining statistics in real time.
• Increase global sales: It was proposed to increase global sales by creating a “reorder” area, in order to generate new sales to existing customers. Reorders would have their own sales objectives, equivalent to 30% of the organization's total sales.
• Tracking and delivery control: To reduce costs and increase customer satisfaction, CAS Corp. defined a logistics process leveraged with strategies at the contact center and management application level.

Inconcert developed a comprehensive solution capable of covering, globally, the direct sales strategy of CAS Corp. This included customizing contact center functionalities and developing the front-end for full cycle management, integrating both platforms to boost results.

Automatic messaging and predictive dialing.

To capture more leads, new sales strategies were defined through contact centers, which accompanied the campaigns in the television media.

These strategies consisted of:

The sending of emails, SMS and voice blasters with information and notifications to taxpayers was automated:

• Massive and automated voice and text messaging.
• Press-one campaigns.
• Telemarketing through predictive marking campaigns.

In turn, lead management was optimized through:

• Automatic lead distribution.
• Automatic call-back of abandoned calls.
• Monitoring, recording and rating sellers based on configurable attributes.

Hosting and remote agents.

The functionality of remote agents was implemented with the ability to operate from multiple locations, keeping logistics and the core of the processes centralized.

Media management system and performance indicators:

The developed front-end application included tools for media management, including:

• Managing advertising guidelines.
• Toll Free Number inventory and administration.
• Budget allocation for each campaign.

Additionally, performance indicators were generated aimed at decision-making (conversion by means, cost per call, cost per order, among others) and tools for analyzing profitability and response of campaigns.

Automatic marking to increase “Re-order” productivity.

Predictive marking campaigns were implemented for “re-orders”, fully integrated into the management application. The strategy was based on applying business rules and filters based on existing customers, generating lists that the predictive scoreboard processes every day.

Follow-up activities and automatic shipping management.

The front-end application allowed the recording of all follow-up activities:

• Payment and shipping confirmations to customers.
• Complaints or rejections.
• Forwarding.
• Changes in the form of payment.
• Upsale.

In addition, the shipping process was automated through marking campaigns.

With Inconcert, we have achieved a significant improvement in productivity and managed to increase the conversion rate to sales by more than 50%. - Luis Cariola, CEO of Cariola Group.

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