CASE STUDIES

Read our case studies to find out what we have done for our clients

 

 

Case Study 1: Telecommunication Company

A large telecom provider in Asia Pacific engaged us to target a new audience for a major event and to build new sales Leads for the sales team.

The requirement: The target audience was very specific – delegates attending the event needed to be IT business decision makers working in companies with multiple geographical presences in this region.

Our solution: We analyzed the customer’s database and combined it with our IT and technology decision makers Data Bank. We then executed a very detailed profiling campaign to ensure we had qualified prospects. This campaign included detailed phone interviews over a six week period, asking eight questions to ensure the prospects met our customers’ exact requirements. We then invited the potential target audience for an event on behalf of our customer, managing the follow-up and registration process.

The result: Our client received 500 interested leads that fit their exact requirements. We provided a high-value, targeted and cost-effective campaign that gave our customer relevant and targeted leads for their event.

 

Case Study 2: Global Distribution Company

A large distribution company invited its existing customers to enroll in a new marketing campaign. All customers who enrolled in this campaign that shipped a minimum amount within the campaign period would receive credits, resulting in significant future discounts. Our customer launched the campaign utilizing traditional marketing methods, such as eDM and direct mail. Unfortunately they got a very disappointing response rate of 3%. Their expectation was 40%.

The requirement: Coming to us, they asked how we could significantly increase the response rate for this campaign. After studying their campaign in depth, we trained our staff and took further action by launching a tele-profiling campaign on their behalf.

Our solution: Engaging our call center, a team of five agents followed up with all customers directly, highlighting the benefits of enrolling in this campaign. We also profiled their database of more than 8,000 contacts.

The result: Our customer was delighted when we achieved a 54% success rate, far exceeding their initial expectations for this campaign.

Case Study 3: Software Manufacturing Company

One of the world’s largest software companies wanted to acquire new prospects and profile its existing database to ensure they understood their customers and prospects.

The requirement: Utilization of our profiling services to clean up their database and identify new, targeted contacts from our Data Bank through an acquisition process.

Our solution: Over a five month period, we matched the customer’s database with our Data Bank, extracting relevant information, such as number of employees, number of PCs and servers, turn-over and industry sector. We also populated the database with functional contacts across the target organizations, such as IT and Technology decision makers and influencers, purchasing/procurement, finance and C-level contacts. Upon enriching their database with relevant demographic information and populating it with key decision makers, our call center 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: A happy customer with 11,000 executives profiled with a fully-functional and usable database for future marketing initiatives. All contacts are now accurate, qualified and fully profiled for their various Target Marketing Campaigns.

Case Study 4: Logistic Company

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.

The requirement: We had an on-going relationship with this customer to continuously feed new prospects in their database.

Our solution : Every month we de-dup the customer’s database with our Data Bank and all new prospects identified that meet their criteria, are bought by our customer and integrated into their own customer/prospect database.

The result: Every month, this customer receives new targets, with all relevant contact information to be integrated into their CRM system.

Case Study 5: CRM and Database Consultant

A world largest CRM consultant engaged us to leverage on our data localization services.

The requirement : Client has a large database for dual byte data across China, Taiwan, South Korea and Japan and that needed to be translated reliably from English to the applicable native language and also from native language to English. Therefore, customer can use the data in native language for mailing and other marketing related actives.

Our solution: We mapped the various input files to identical formats on output in order to strive for a consistent process and leverage on our Postal Address File and Transliteration engine to convert the data from local language to Roman English and vice versa.

The result: Almost 85% of the data were successfully translated although the initial data quality falls beyond 60%

Case Study 6: Inbound Call Centre Management

One of the world’s largest software companies, produced its tablet personal computer, which was later deducted to have power outage issue. The company decided to execute a Recall Campaign globally and were seeking out for qualified Call Centre Companies to manage the in-bound call flow..

The requirement : CNCData was selected to support Singapore, Malaysia and Thailand from a single dedicated call centre. We were required to adhere all the standard process in order to qualify Customer’s audit process. Customer expected a centralised call centre support and we have to re-locate agents from our Thailand Call Centre to Malaysia Call Centre for the said duration. Dedicated hotline numbers for given for the respective countries and all the enquiries were channelled to our agents directly. Once the agents were briefed on the Recall – Replacement process, they have to advice each respondent on the process and activate the replacement process for this campaign

Our solution:

CNCData setup a dedicated call centre and implemented a fully secured environment including secured bio-metric fingerprint access for all in and out attendance, lockers to store all personal belongings of agents prior to access their work stations, secured virtual private network only to customer servers and a full monitored CCTV cameras. We leveraged on our internal call centre system to fully records all the conversations and shared the conversation over the cloud with customer. Agents were given full access to customer’s CRM system to directly update the outcome of the call.
CNCData allocated total of 16 dedicated agents – 4 for Singapore, 4 for Malaysia and 4 for Thailand to handle the inbound calls from 9am to 7pm daily, excluding weekend and public holidays.

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The result: The campaign was planned to execute only 2 months through CNCData and after that move back to Customer directly. However, due to our good support and well customer service management, it was extended to 6 months eventually. We ended the campaign once there were no more incoming calls and eventually the lines were forward to a recorded voice message.

Case Study 7: Event Management for Global Hardware Manufacturer

One of our existing client, a global Hardware manufacturer appointed CNCData to drive registrations for their annual forum to unveil their new products, conduct specific workshops for selected Line of Business (LOB) executives and a CXO night. Their main objective was to bring in a total of 1800 unique participants from various Line of Business (LOB) executives for the two-day event.

The requirement : 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 had about 3 months to execute the campaign. Total of 15,000 new suitable executives were selected and targeted for this campaign. Client also shared their prospect base for us to use for the invitation. However, their existing customers and partners were invited by their own sales team. A 18-agents’ team were assigned to drive the registration. Creative content was supplied by the customer and we executed an email blast to all the targeted audience on a scheduled time period intervals. 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. We achieved a total of 2,700 registrations during the course of the campaign. In addition to the initial phone invitations, we also sent SMS reminders as well as email reminders to reduce the drop-out rate

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The result: The event was extremely successful as the turnout was almost 90% of their expected targeted audience. In addition to that, the client was extremely satisfied that we managed to bring in the audience from multiple job functions (LOBs) that they were targeting at. Furthermore, their internal enterprise sales team and their channel partners managed to create more new opportunities eventually, for the entire physical year.

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