Customer Reactivation Case Study

 

1,444 Call Hours

 

7,183 Conversations

 

3,350 Sales Leads

 

360 appointments

Vodafone Australia provides mobile voice, text and data services to more than 5.7 million customers across Australia. As Vodafone was about to launch a new service, they wanted to engage with previous clients. The idea was to call past clients, promote the new services and try to win them back as customers.

The Requirement

Vodafone approached FMG with the aim of reconnecting with previous corporate clients. This was to be done through relationship building telephone calls. The key focus for Vodafone was on the quality of the conversation and the information gathered on the phone call. Vodafone wanted FMG to focus on the positive reinforcement of their brand.

Our campaign strategy was designed with the following objectives:

  • A focus on rebuilding relationships. To be done through honest conversation. This included obtaining feedback on their previous experience.
  • Promoting new services as well as communicating infrastructure improvements.
  • Updating customer records and gaining opt-in for future email marketing.
  • Generating interest and booking appointments for the Vodafone sales team. The sales team could then re-engage these warm prospects to win them back.

 

The Results

Over a 3 month initial partnership, FMG conducted over 1,440 hours of calls for Vodafone. Our call centre agents spoke with over 7,100 decision makers. We booked more than 360 appointments with decision makers at companies whose mobile phone contracts were about to expire.

The decision makers at an additional 2,000 companies whose contracts were expiring in the future were also identified. Follow up calls to these people were scheduled for a future date. The idea was to call them and set an appointment with them at a time closer to the contract expiry date.

Of the 7,100 decision makers contacted, over 3,350 were identified as a sales lead. Either an immediate or future / longer term sales lead. Appointments were booked for the immediate sales leads. And for future sales leads and nuture plan was implemented with a future call scheduled.

Thousands of records were also updated with correct information. Additionally an email marketing list for lead nurturing was created.

As a result of our open door policy, Vodafone management were able to visit our office. They met their agents, provide training, listen to calls and provide immediate feedback. This was invaluable for both parties. It gave Vodafone confidence in our approach. Additionally it gave our team insight into Vodafone and their plans enabling us to further improve the strategy. This close partnership ensured the best results were achieved.

As a result of the successful customer reactivation campaign, Vodafone chose to work with us on a new customer acquisition campaign.

Outsourced Customer Engagement

Learn more about how we can support your marketing initiatives by delivering the right message at the right time to your customer database.

Get In Touch

Make an Enquiry

Tell us a bit about what you are looking for and we'll be in touch right away.

Who Are You Targeting?
Monthly/Project Budget ($)

Download Our Lead Generation Timeline

When considering outsourcing lead generation many are unsure what to expect, and how long it will take to generate results. So we have put together our lead generation timeline - showing what to expect month by month from your lead generation campaign when working with FMG.

Achieve Your Sales & Marketing Targets

Our clients range from large to small, across all industries. Our proven approach ensures we deliver exceptional results.

Read our case studies to learn how we could help achieve your sales and marketing targets.

Partner with Australia's best Contact Centre

We know every business requires a different approach. Our client partnerships give us insights to tailor winning strategies that deliver results.

Don’t just take our word for it – hear the success stories from others who have chosen to partner with Forrest Marketing Group to service their customers and win more business.

tester

tester

EL Blue


"The results that FMG get are easily the best that we have ever seen."

tester

tester

Grays Online


"Partnering with FMG meant we could really drive our business as we had the right people doing the right things."

tester

tester

Jayex Healthcare


"We needed to work with someone our prospects were going to trust right from when they take the first phone call."

tester

tester

GPSM


"With Forrest Marketing Group you get a professional product and you get it all the time."

tester

tester

Genesis Instore Marketing


"It's reassuring for me to know if I am busy, there is someone else working on keeping our sales pipeline full."

We Support & Comply with Industry Associations

Get In Touch
close slider