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CASE STUDIES

Case Studies

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CASE STUDY

Empowering customer retention beyond expectations

Distribution company

35%

EXPECTATIONS
EXCEEDED BY

The requirement

A distribution company invited its existing customers to join a new marketing campaign, offering credits and significant future discounts to those who participated and met the minimum shipping requirement. However, their initial approach using traditional marketing methods like eDM and direct mail yielded a disappointing response rate of only 3%, far below the expected 40%. Seeking a substantial improvement, they turned to us for assistance.

Our solution

After delving deep into their campaign, we rallied our team and took proactive steps to make a difference. We kicked off a tele-profiling campaign on their behalf, personally connecting with their 8,000 contacts. Our friendly agents reached out to each customer, highlighting the exciting perks of joining the campaign and ensuring they didn’t miss out on the incredible benefits.

The result

Our customer couldn’t have been happier with the outstanding outcome of our campaign, as we achieved a remarkable success rate of 54%. It was a moment of pure delight, surpassing all initial expectations and showcasing the power of our efforts. We take great pride in delivering exceptional results for our clients, and this accomplishment further motivates us to continue pushing the boundaries and creating extraordinary opportunities.

CASE STUDY

Empowering customer retention beyond expectations

Distribution company

35%

EXPECTATIONS
EXCEEDED BY

The requirement

A distribution company invited its existing customers to join a new marketing campaign, offering credits and significant future discounts to those who participated and met the minimum shipping requirement. However, their initial approach using traditional marketing methods like eDM and direct mail yielded a disappointing response rate of only 3%, far below the expected 40%. Seeking a substantial improvement, they turned to us for assistance.

Our customer launched the campaign utilizing traditional marketing methods, such as eDM and direct mail. Unfortunately, they had a very disappointing response rate of only 3%. Their expectation was 40%. They came to us with a challenge to significantly increase the response rate.

Our solution

After delving deep into their campaign, we rallied our team and took proactive steps to make a difference. We kicked off a tele-profiling campaign on their behalf, personally connecting with their 8,000 contacts. Our friendly agents reached out to each customer, highlighting the exciting perks of joining the campaign and ensuring they didn’t miss out on the incredible benefits.

The result

Our customer couldn’t have been happier with the outstanding outcome of our campaign, as we achieved a remarkable success rate of 54%. It was a moment of pure delight, surpassing all initial expectations and showcasing the power of our efforts. We take great pride in delivering exceptional results for our clients, and this accomplishment further motivates us to continue pushing the boundaries and creating extraordinary opportunities.

CASE STUDY

Leveraging intelligent profiling and enrichment for business growth

Global software company

11,000

EXECUTIVES
PROFILED

The requirement

A global leading software company sought to enhance its customer insights and expand its prospect base. They engaged our profiling services to optimize their existing database and identify new, targeted contacts through an acquisition process using our extensive Data Bank.

Our solution

Over a five-month period, we conducted a comprehensive data matching process, aligning the customer’s database with our extensive Data Bank. We extracted crucial information such as employee count, PC and server inventory, turnover, and industry sector. Furthermore, we enriched the database by adding functional contacts from target organizations, including IT and Technology decision makers, influencers, purchasing/procurement, finance, and C-level executives.

With the enriched and populated database in hand, our dedicated call center embarked on a tailored profiling campaign, focusing on a carefully selected target group. The profiling involved probing questions related to their current database software usage, application purpose, license count, budget allocation, future growth plans, and more.

Upon enriching their database with relevant demographic information and populating it with key decision makers, our call centre undertook a custom profiling exercise with a selected target group. This included questions on their existing database software usage, purpose of application, number of licenses, budget, future growth plans and more.

The Result

Our team is proud to have delivered exceptional results for our client, profiling 11,000 executives and creating a highly functional database for future marketing initiatives. With our expertise in intelligent data profiling and enrichment, we ensured that all contacts were accurate, qualified, and fully profiled for their various targeted marketing campaigns. Our customer now has the confidence to execute successful campaigns with the assurance that their data is reliable and effective.

CASE STUDY

Leveraging intelligent profiling and enrichment for business growth

Global software company

11,000

EXECUTIVES
PROFILED

The requirement

A global leading software company sought to enhance its customer insights and expand its prospect base. They engaged our profiling services to optimize their existing database and identify new, targeted contacts through an acquisition process using our extensive Data Bank.

Our solution

Over a five-month period, we conducted a comprehensive data matching process, aligning the customer’s database with our extensive Data Bank. We extracted crucial information such as employee count, PC and server inventory, turnover, and industry sector. Furthermore, we enriched the database by adding functional contacts from target organizations, including IT and Technology decision makers, influencers, purchasing/procurement, finance, and C-level executives.

With the enriched and populated database in hand, our dedicated call center embarked on a tailored profiling campaign, focusing on a carefully selected target group. The profiling involved probing questions related to their current database software usage, application purpose, license count, budget allocation, future growth plans, and more.

The result

Our team is proud to have delivered exceptional results for our client, profiling 11,000 executives and creating a highly functional database for future marketing initiatives. With our expertise in intelligent data profiling and enrichment, we ensured that all contacts were accurate, qualified, and fully profiled for their various targeted marketing campaigns. Our customer now has the confidence to execute successful campaigns with the assurance that their data is reliable and effective.

CASE STUDY

Long-term outsourced data enrichment for sustainable growth

Global logistics company

Monthly

NEW
TARGETS

The requirement

A large global logistics company needed to continuously update their prospects across the various States of Malaysia. Their goal was to ensure their database was always current and included all key prospects in this vital market. We had an on-going relationship with this customer to continuously feed new prospects in their database.

Our solution

Every month, we perform a comprehensive de-duplication process between the customer’s database and our data bank. Any new prospects that meet their specific criteria are identified and made available for purchase by our customer. These prospects are seamlessly integrated into their existing customer/prospect database, ensuring a streamlined and up-to-date information repository.

The result

Each month, our dedicated team works tirelessly to provide our customer with fresh and relevant prospects, ensuring their database remains up-to-date and effective. With our industry-leading data enrichment services, we deliver fully qualified leads with accurate and detailed contact information, ready to be seamlessly integrated into their CRM system. Our commitment to excellence and continuous improvement means our customer can rely on us to provide a steady stream of high-quality leads, driving their success and growth in their target market.

CASE STUDY

Long-term outsourced data enrichment for sustainable growth

Global logistics company

Monthly

NEW
TARGETS

The requirement


A large global logistics company sought to maintain an up-to-date prospect database spanning the different States of Malaysia. Their objective was to ensure their database remained current and encompassed all significant prospects in this critical market. We established an ongoing partnership with this customer, consistently providing them with new prospects to enrich their database.

Our solution

Every month, we perform a comprehensive de-duplication process between the customer’s database and our data bank. Any new prospects that meet their specific criteria are identified and made available for purchase by our customer. These prospects are seamlessly integrated into their existing customer/prospect database, ensuring a streamlined and up-to-date information repository.

The result

Each month, our dedicated team works tirelessly to provide our customer with fresh and relevant prospects, ensuring their database remains up-to-date and effective. With our industry-leading data enrichment services, we deliver fully qualified leads with accurate and detailed contact information, ready to be seamlessly integrated into their CRM system. Our commitment to excellence and continuous improvement means our customer can rely on us to provide a steady stream of high-quality leads, driving their success and growth in their target market.

CASE STUDY

Local data and local knowledge increases results

World's largest CRM consultancy

85%

DATA SUCCESSFULLY
TRANSLATED

The requirement

Our client entrusted us with the task of maximizing the value of their data through our comprehensive data enhancement and localization services. With a vast database encompassing dual byte data from China, Taiwan, South Korea, and Japan, our objective was to ensure reliable and accurate translation between English and the respective native languages. By enabling the client to access the data in its native language, they can effectively utilize it for mailing campaigns and other marketing-related activities, ensuring seamless communication and impactful outreach across diverse markets.

Our solution

We meticulously mapped the diverse input files to ensure uniformity of output formats, aiming for a streamlined and consistent process. Leveraging our advanced Postal Address File and transliteration engine, we seamlessly converted the data from local languages to Roman English and vice versa. This enabled us to maintain data integrity while facilitating smooth communication and effective cross-language operations.

The result

We achieved an impressive success rate of up to 85% in translating the data, surpassing the initial data quality of 60%. Through our dedicated efforts and expertise, we were able to enhance the accuracy and reliability of the translated information. This significant improvement demonstrates our commitment to delivering exceptional results and ensuring that our clients can confidently leverage their data for impactful marketing and communication activities.

CASE STUDY

Local data and local knowledge increases results

World's largest CRM consultancy

85%

DATA SUCCESSFULLY
TRANSLATED

The requirement

Our client entrusted us with the task of maximizing the value of their data through our comprehensive data enhancement and localization services. With a vast database encompassing dual byte data from China, Taiwan, South Korea, and Japan, our objective was to ensure reliable and accurate translation between English and the respective native languages. By enabling the client to access the data in its native language, they can effectively utilize it for mailing campaigns and other marketing-related activities, ensuring seamless communication and impactful outreach across diverse markets.

Our solution

We meticulously mapped the diverse input files to ensure uniformity of output formats, aiming for a streamlined and consistent process. Leveraging our advanced Postal Address File and transliteration engine, we seamlessly converted the data from local languages to Roman English and vice versa. This enabled us to maintain data integrity while facilitating smooth communication and effective cross-language operations.

The result

We achieved an impressive success rate of up to 85% in translating the data, surpassing the initial data quality of 60%. Through our dedicated efforts and expertise, we were able to enhance the accuracy and reliability of the translated information. This significant improvement demonstrates our commitment to delivering exceptional results and ensuring that our clients can confidently leverage their data for impactful marketing and communication activities.

CASE STUDY

Global inbound product re-call campaign

Global software company

6 months

EXTENDED SUPPORT
SERVICE

The requirement

One of the world’s leading software companies faced an unexpected challenge with power outage issues in its newly launched tablet PC. To manage the global recall campaign effectively, they sought a call centre partner with a global presence and a strong focus on delivering exceptional customer experiences.

 

CNCData was chosen as the dedicated call centre provider for Singapore, Malaysia, and Thailand. We diligently followed our customer’s stringent audit process, ensuring compliance with all standard procedures to qualify each recall. In line with our client’s requirements, we seamlessly relocated agents from our Thailand call centre to Malaysia, establishing a centralized support system for the duration of the campaign.

 

To streamline communication, we provided dedicated hotline numbers for each country, enabling direct access to our knowledgeable agents. Our agents were extensively briefed on guiding respondents through the replacement process with utmost clarity, ensuring a superior customer experience and fostering a clear understanding of the necessary steps at each stage.

 

With our expertise and commitment to excellence, we played a crucial role in managing the recall campaign, facilitating smooth communication, and ensuring customers received the necessary support and guidance during this critical period.

CNCData were selected to support Singapore, Malaysia, and Thailand from a single dedicated call centre. We were required to adhere all the standard processes to qualify each recall using our customer’s stringent audit process. Our customer expected centralised call centre support re-locating agents from our Thailand call centre to Malaysia call centre for the duration of the campaign.

We provided dedicated hotline numbers for the respective countries and all the enquiries were channelled to our agents directly. The agents were clearly briefed to advise respondents on how to activate the replacement process for this campaign with clarity. Ensuring a high-quality customer experience and clear understanding of what to do at each stage.

Our solution

We established a dedicated call centre, prioritizing the security and confidentiality of operations. To ensure a protected environment, we implemented robust measures such as secured bio-metric fingerprint access for attendance tracking and individual lockers to safeguard agents’ personal belongings. Additionally, we employed a secure virtual private network (VPN) exclusively dedicated to our customer’s servers, enhancing data protection.

To maintain a comprehensive record of all interactions, we utilized our advanced call centre system, enabling the seamless recording of conversations. These recordings were securely shared with the customer through cloud-based storage, ensuring transparency and accountability. Moreover, our agents were granted direct access to the customer’s CRM system, facilitating real-time updates on call outcomes.

By prioritizing security and leveraging cutting-edge technology, we provided our customer with peace of mind, knowing that their data and operations were safeguarded. Our commitment to maintaining a secure environment and delivering efficient call centre solutions allowed us to effectively support their recall campaign and provide an exceptional experience to both agents and customers.

The result

The initially planned 2-month campaign with CNCData surpassed all expectations, thanks to our exceptional support and customer service management. The outstanding results and positive feedback prompted our customer to extend the campaign for an additional 6 months, highlighting the trust and satisfaction they had in our services.

As the campaign progressed, our team continued to deliver impeccable support, ensuring every customer inquiry was handled with care and efficiency. We maintained open lines of communication, providing timely resolutions and building strong relationships with callers. Our dedication and commitment to delivering exceptional customer experiences allowed us to successfully manage the campaign until its conclusion.

As the campaign reached its peak and customer inquiries naturally dwindled, we implemented a seamless transition by forwarding incoming calls to a recorded voice message. This ensured that even during the campaign’s final stages, our customers received clear instructions and guidance.

The success of this extended campaign is a testament to the value we bring to our clients, and it further reinforces our commitment to delivering outstanding results and exceeding expectations.

CASE STUDY

Global inbound product re-call campaign

Global software company

6 months

EXTENDED SUPPORT
SERVICE

The requirement

One of the world’s leading software companies faced an unexpected challenge with power outage issues in its newly launched tablet PC. To manage the global recall campaign effectively, they sought a call centre partner with a global presence and a strong focus on delivering exceptional customer experiences.

 

CNCData was chosen as the dedicated call centre provider for Singapore, Malaysia, and Thailand. We diligently followed our customer’s stringent audit process, ensuring compliance with all standard procedures to qualify each recall. In line with our client’s requirements, we seamlessly relocated agents from our Thailand call centre to Malaysia, establishing a centralized support system for the duration of the campaign.

 

To streamline communication, we provided dedicated hotline numbers for each country, enabling direct access to our knowledgeable agents. Our agents were extensively briefed on guiding respondents through the replacement process with utmost clarity, ensuring a superior customer experience and fostering a clear understanding of the necessary steps at each stage.

 

With our expertise and commitment to excellence, we played a crucial role in managing the recall campaign, facilitating smooth communication, and ensuring customers received the necessary support and guidance during this critical period.

Our solution

We established a dedicated call centre, prioritizing the security and confidentiality of operations. To ensure a protected environment, we implemented robust measures such as secured bio-metric fingerprint access for attendance tracking and individual lockers to safeguard agents’ personal belongings. Additionally, we employed a secure virtual private network (VPN) exclusively dedicated to our customer’s servers, enhancing data protection.

To maintain a comprehensive record of all interactions, we utilized our advanced call centre system, enabling the seamless recording of conversations. These recordings were securely shared with the customer through cloud-based storage, ensuring transparency and accountability. Moreover, our agents were granted direct access to the customer’s CRM system, facilitating real-time updates on call outcomes.

By prioritizing security and leveraging cutting-edge technology, we provided our customer with peace of mind, knowing that their data and operations were safeguarded. Our commitment to maintaining a secure environment and delivering efficient call centre solutions allowed us to effectively support their recall campaign and provide an exceptional experience to both agents and customers.

The result

The initially planned 2-month campaign with CNCData surpassed all expectations, thanks to our exceptional support and customer service management. The outstanding results and positive feedback prompted our customer to extend the campaign for an additional 6 months, highlighting the trust and satisfaction they had in our services.

As the campaign progressed, our team continued to deliver impeccable support, ensuring every customer inquiry was handled with care and efficiency. We maintained open lines of communication, providing timely resolutions and building strong relationships with callers. Our dedication and commitment to delivering exceptional customer experiences allowed us to successfully manage the campaign until its conclusion.

As the campaign reached its peak and customer inquiries naturally dwindled, we implemented a seamless transition by forwarding incoming calls to a recorded voice message. This ensured that even during the campaign’s final stages, our customers received clear instructions and guidance.

The success of this extended campaign is a testament to the value we bring to our clients, and it further reinforces our commitment to delivering outstanding results and exceeding expectations.

CASE STUDY

Unleashing event potential: Connecting with fresh audiences and boosting engagement

Global hardware manufacturer

2,700

FRESH AUDIENCE
REGISTRATIONS

The requirement

Our esteemed global hardware manufacturer client entrusted CNCData with the task of driving registrations for their highly anticipated annual forum. This exclusive event aimed to unveil their cutting-edge products, offer specialized workshops tailored to selected Line of Business (LOB) executives, and host an extraordinary CXO night. Their ambitious goal was to attract a total of 1800 unique participants from diverse LOBs, ensuring a vibrant and dynamic two-day experience.

 

While our client possessed an extensive database of existing customers and prospects, they sought to invigorate the forum by engaging a fresh audience, with a target of 50% new participants. Their objective was to generate promising sales leads for their upcoming fiscal year, showcasing their innovative products and solutions. Additionally, the diverse range of workshops designed for various LOBs posed a challenge, as their existing database lacked sufficient contacts. Recognizing our expertise in this field, CNCData was honored to be awarded this remarkable project.

Although, the client had their own existing customers’ and prospects’ database, their objective for this forum was to bring in 50% new audience in order to create fresh sales leads for their products and solutions for the next physical year. Furthermore, they had multiple workshops targeted to various LOBs, but they had insufficient contacts in their database. Therefore, they awarded this project to CNCData.

Our solution

Upon signing the contract, we embarked on a focused campaign with a timeline of 3 months. Our objective was to reach out to a select group of 15,000 highly qualified executives, carefully chosen for their suitability to attend the event. While our client provided us with their prospect base for invitations, their existing customers and partners received personalized invitations from their dedicated sales team. To ensure seamless execution, we assigned a dedicated team of 18 exceptional agents who were well-versed in driving registrations.

The creative content for the campaign was supplied by our esteemed client, enabling us to craft compelling email blasts that were sent to the targeted audience at strategically planned intervals. Each agent was assigned specific daily and weekly registration targets, allowing us to maintain a focused and efficient approach. To maximize the impact of our tele-invitations, we prioritized contacts based on their engagement with the initial eDM, including click-through rates, open rates, and email replies.

Throughout the 3-month duration, we remained in constant communication with the registrants, nurturing their interest and addressing any concerns to minimize the dropout rate. Our dedication to proactive engagement and personalized interactions ensured a successful campaign that propelled registrations for the event.

Every agent was assigned with their own target per day and per week. Tele-invitation was prioritized based on the behaviors of the eDM click through, open rate and email replies. Continuous communication and engagement with the registrants were maintained throughout the 3-months duration to minimise the drop-out rate.

The result

The event surpassed all expectations, with an outstanding turnout of nearly 90% of the targeted audience. Our campaign efforts resulted in a remarkable total of 2,700 registrations, showcasing the immense success of our approach. In addition to our initial phone invitations, we implemented SMS reminders and email notifications, strategically designed to reduce the drop-out rate and ensure maximum attendance.

We take pride in delivering not only quantity but also quality in our registrations. The client was elated as we successfully attracted participants from diverse job functions, meeting their objective of engaging a broad range of attendees. This achievement opened new avenues for the client’s internal enterprise sales team and channel partners, generating a wealth of opportunities that will shape their entire fiscal year.

Our client’s satisfaction was a testament to our unwavering commitment to excellence and our ability to deliver exceptional results. The positive impact of the campaign will leave a lasting impression, contributing to their continued success in the market.

CASE STUDY

Unleashing event potential: Connecting with fresh audiences and boosting engagement

Global hardware manufacturer

2,700

FRESH AUDIENCE
REGISTRATIONS

The requirement

Our esteemed global hardware manufacturer client entrusted CNCData with the task of driving registrations for their highly anticipated annual forum. This exclusive event aimed to unveil their cutting-edge products, offer specialized workshops tailored to selected Line of Business (LOB) executives, and host an extraordinary CXO night. Their ambitious goal was to attract a total of 1800 unique participants from diverse LOBs, ensuring a vibrant and dynamic two-day experience.

 

While our client possessed an extensive database of existing customers and prospects, they sought to invigorate the forum by engaging a fresh audience, with a target of 50% new participants. Their objective was to generate promising sales leads for their upcoming fiscal year, showcasing their innovative products and solutions. Additionally, the diverse range of workshops designed for various LOBs posed a challenge, as their existing database lacked sufficient contacts. Recognizing our expertise in this field, CNCData was honored to be awarded this remarkable project.

Our solution

Upon signing the contract, we embarked on a focused campaign with a timeline of 3 months. Our objective was to reach out to a select group of 15,000 highly qualified executives, carefully chosen for their suitability to attend the event. While our client provided us with their prospect base for invitations, their existing customers and partners received personalized invitations from their dedicated sales team. To ensure seamless execution, we assigned a dedicated team of 18 exceptional agents who were well-versed in driving registrations.

The creative content for the campaign was supplied by our esteemed client, enabling us to craft compelling email blasts that were sent to the targeted audience at strategically planned intervals. Each agent was assigned specific daily and weekly registration targets, allowing us to maintain a focused and efficient approach. To maximize the impact of our tele-invitations, we prioritized contacts based on their engagement with the initial eDM, including click-through rates, open rates, and email replies.

Throughout the 3-month duration, we remained in constant communication with the registrants, nurturing their interest and addressing any concerns to minimize the dropout rate. Our dedication to proactive engagement and personalized interactions ensured a successful campaign that propelled registrations for the event.

The result

The event surpassed all expectations, with an outstanding turnout of nearly 90% of the targeted audience. Our campaign efforts resulted in a remarkable total of 2,700 registrations, showcasing the immense success of our approach. In addition to our initial phone invitations, we implemented SMS reminders and email notifications, strategically designed to reduce the drop-out rate and ensure maximum attendance.


We take pride in delivering not only quantity but also quality in our registrations. The client was elated as we successfully attracted participants from diverse job functions, meeting their objective of engaging a broad range of attendees. This achievement opened new avenues for the client’s internal enterprise sales team and channel partners, generating a wealth of opportunities that will shape their entire fiscal year.


Our client’s satisfaction was a testament to our unwavering commitment to excellence and our ability to deliver exceptional results. The positive impact of the campaign will leave a lasting impression, contributing to their continued success in the market.

CASE STUDY

Event management re-defined: Using market focus and data Insights

Telecommunications company

500

INTERESTED
LEADS

The requirement

We were approached by a leading telecom provider in the Asia Pacific region with a unique challenge: to effectively target and engage a new audience for a major event. Their goal was to generate valuable leads for their sales team, focusing specifically on IT decision makers from companies with multiple geographical offices within the region.

Although, the client had their own existing customers’ and prospects’ database, their objective for this forum was to bring in 50% new audience in order to create fresh sales leads for their products and solutions for the next physical year. Furthermore, they had multiple workshops targeted to various LOBs, but they had insufficient contacts in their database. Therefore, they awarded this project to CNCData.

Our solution

Using a meticulous approach, we leveraged our expertise in data analysis and combined our customer’s database with our extensive IT and technology decision makers data bank. This enabled us to launch a comprehensive profiling campaign, ensuring that every prospect we engaged with was fully qualified.

Over a span of six weeks, we conducted detailed phone interviews, asking specific questions to meticulously match the prospects with our customer’s precise requirements. Once we identified the ideal candidates, we extended invitations on behalf of our customer to attend an exclusive event. We took charge of managing the entire follow-up and registration process, ensuring a seamless experience for the target audience.

Every agent was assigned with their own target per day and per week. Tele-invitation was prioritized based on the behaviors of the eDM click through, open rate and email replies. Continuous communication and engagement with the registrants were maintained throughout the 3-months duration to minimise the drop-out rate.

The result

Our client achieved remarkable results with 500 highly interested leads that perfectly met their requirements. Our exceptional campaign exceeded expectations, delivering targeted and cost-effective opportunities for their event. We provided invaluable and impactful leads, ensuring their success with a market focused and efficient approach.

CASE STUDY

Event management re-defined: Using market focus and data Insights

Telecommunications company

500

INTERESTED
LEADS

The requirement

We were approached by a leading telecom provider in the Asia Pacific region with a unique challenge: to effectively target and engage a new audience for a major event. Their goal was to generate valuable leads for their sales team, focusing specifically on IT decision makers from companies with multiple geographical offices within the region.

Our solution

Using a meticulous approach, we leveraged our expertise in data analysis and combined our customer’s database with our extensive IT and technology decision makers data bank. This enabled us to launch a comprehensive profiling campaign, ensuring that every prospect we engaged with was fully qualified.

Over a span of six weeks, we conducted detailed phone interviews, asking specific questions to meticulously match the prospects with our customer’s precise requirements. Once we identified the ideal candidates, we extended invitations on behalf of our customer to attend an exclusive event. We took charge of managing the entire follow-up and registration process, ensuring a seamless experience for the target audience.

The result

Our client achieved remarkable results with 500 highly interested leads that perfectly met their requirements. Our exceptional campaign exceeded expectations, delivering targeted and cost-effective opportunities for their event. We provided invaluable and impactful leads, ensuring their success with a market focused and efficient approach.

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