Large national retailer offers store cards to build client loyalty, earn revenue, and collect data.

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Decrease in calls per individual

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Lift in talk rate

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Lift in engagement rate

The Problem

The retailer was having difficulty reaching customers that had late or missed payments. Those who couldn’t be reached were in jeopardy of default, which means their accounts could be put on hold or closed. This led to frustrated customers, a higher call volume, and a decrease in revenue for the company.

The Solution

The retailer sought a branded calling solution so that they could increase answered call and engagement rates. After implementing INFORM, the company was able to identify themselves on their customers’ incoming call screens – helping lift engagement and conversion rates and decreasing the number of repeat calls.

The Results

With First Orion’s INFORM branded calling solution, retail businesses results included:
  • Higher customer satisfaction
  • Fewer calls for the retailer
  • Increased revenue