APPROACH
We proposed to address this need with a three-step process.
- Identify key metrics like past transactional behavior of customers, upcoming projects, potential of the customer, number of child branches to determine which customer to target and when.
- Provide a sequential flow of these metrics and generate a consolidated priority score for customers, to help predict the behavior of the customer.
- Convert the whole process into a one stop interface where the client could access Customer-360 profiles. Using this interface, the Sales reps could further navigate to any details related to their customer.
KEY BENEFITS
- The solution enabled the client to understand customer requirements better through details of their past transactional behavior
- They were able to strategize which customer to target for maximum profits
- The reps were able to plan their day and optimize the tasks being assigned to them
- The client was able to track their customers and ensure that they do not lose important customers.
RESULTS
The client was able to:
- Increase cross sell and up sell success rates
- Effectively identify drivers that define the output of Sales reps and benchmark their activities
- Create targeted strategies to stop customer churn