Save Tool

Fortune 200 Company Retains Peak Systems to Retain its Clients

The competitive landscape of the American telecommunications market is complex and challenging. The Fortune 200 client that hired Peak for this project offers a wide variety of services and, as a result, competes with many different companies. These competitors include telephone companies, cell phone service providerss, cable companies, ISPs and VOIP purveyors. Making the marketplace even more competitive is the relative ease with which customers can switch to another provider for any of the above services.

Services Provided

Application Development, Graphic Design, Hosting

Solution

To help the client thrive in this fiercely competitive environment, Peak Systems designed a customer retention application to minimize the number of customers that terminated their service. The application helps our client’s sales representatives articulate the benefit that their services provide to their customers, helping them to see through the fine print of competitors’ short-term oriented promotions. 

The remarkably easy to use application takes representatives step by step through a series of automatically generated, regionally appropriate questions to ask the customer. The representative then selects the customer’s response from a list of available options. Then the application displays a list of reasons why they should not cancel their service, tailored to that specific customer. 

It enables the company’s sales reps to educate customers by directly comparing their service offerings to those of competitors. The tool also has a feature that allows reps to share the successful strategies that they have used with their colleagues. Built-in analytics show the save rate of every rep in every call center and each call center manager.

Results

The results have been fantastic. In the first month of their use of the Save Tool, our client’s Small Business division more than doubled the save rate from the previous month, increasing it from 27% to 55%.

Additional Screenshots