Helping Shade Americans with Customer Acquisition
A leading supplier of high-ticket awnings and other outdoor equipment has had a long-term partnership with The Connection® to help them with all aspects of their customer acquisition cycle.
Client Needs
The Client has had varying and growing needs over the many years including:
- High volume DRTV lead capture
- Sales of large ticket items, e.g. manual and electronic awnings
- Customer service and customer care
- Full tech support to assist customers with everything from installation, to trouble shooting, to parts replacement and installation.
The Connection® Solution
The Connection® provides a broad solution with a multi-pronged strategy to incorporate all of the client’s needs including:
- Shared group of agents to handle DRTV spikes
- AI voice and lead capture that calls can roll to during peak periods
- Dedicated customer care team that grows and shrinks with the sales seasons
- Highly competent tech support agents who know every aspect of the products and can walk customers through their issues
- Quality sales team that knows how to close the deal, up-sell and down-sell as necessary
- Ability to ramp up these core teams during peak season, offload important personnel with key capabilities during the off-season so that they can return the following year.
By providing an integrated, self-contained team that includes various groups of agents for all of the different needs, as well as Supervisors, Training, Q.A. personnel, and Workforce experts, the Client always has people at the ready to fulfill every necessary function and aspect of the Client needs.
Results
A close working relationship between the Client and our organization includes:
- Annual strategic planning to review successes and always look for new opportunities
- Seasonal tactical planning to ensure a successful ramp-up of all the various teams
In this fashion, the Client and their long standing partner continue to find success and enjoy the opportunity to grow and improve the operation every year.
