Case Study

Large Furniture Retail Chain Increases Answers and Decreases Declines with a Branded Calling Solution

A major furniture retail chain provides not only top-tier furniture products but top-tier delivery services. With the help of branded calling, the furniture chain was able to connect with customers at a higher rate and confirm deliveries that were often missed due to unknown calls.

Product

INFORM

Industry

Retail

Use Case

Delivery Confirmation

Country

United States

18%
Answer Rate
46%
Decline Rate
22%
Engagement Rate
Overview

When customers are expecting a delivery, they want to know when to expect a call and who’s making the call

When a customer finally finds that dream bedroom set or the perfect, comfy couch, getting it from the showroom floor to their doorstep should be a breeze. For a large furniture retail chain, their delivery drivers must have clear contact with customers to confirm delivery windows.

Problem

Drivers face difficulties reaching customers, even when they expect a delivery

Despite customers anticipating deliveries, drivers had difficulty getting customers to pick up the phone when calling from an unknown number. The result? Wasted time and costly missed deliveries.

Solution

With Branded Communication, the retail chain saw more successful deliveries and happier customers

By using INFORM, declined calls dropped off, and more people were picking up the phone the first time to confirm deliveries. The retail chain saw an 18% answer rate boost along with a 22% lift in customer engagement.

Company Background

A Leader in Debt Settlement Since 2002

Pacific Debt Relief has been a leader in the debt settlement industry since 2002. Known for their superior customer service and strong client advocacy, they consistently maintain high customer satisfaction ratings.
Problem

Impact of Spam and Scam Tags on Customer Engagement

In 2023, Pacific Debt Relief faced substantial issues with their outbound call success rates due to calls being mislabeled as spam or scam by some carriers. This mislabeling significantly impacted their ability to communicate effectively with clients, affecting overall business operations. Legitimate business calls were frequently tagged as spam or scam, which severely hindered customer engagement. Additionally, the technical team spent considerable time manually validating numbers, which was inefficient and costly.
Solution

Implementing AFFIRM for Automated Call Monitoring

Pacific Debt Relief implemented AFFIRM, First Orion’s reputation monitoring solution, to monitor how their outbound calls were labeled across major carriers. AFFIRM provided automated monitoring and alerts for any calls tagged as spam or scam, allowing them to take immediate corrective action.
Results

Significant Improvements in Call Success and Efficiency

Implementing AFFIRM significantly improved Pacific Debt Relief’s call success rates and overall business efficiency. Key results included:
  • A reduction in spam tags across all carriers, with spam tags dropping to zero over time.
  • Automation freed up substantial human resources, equivalent to four full-time hires.
  • A 20-30% increase in daily business, translating to as much as $700,000 in additional monthly enrollments.
  • Savings of approximately 617 person-hours per month, equating to $3,940 per month compared to manual dialing.

Learn How
AFFIRM Can Benefit Your Business

AFFIRM empowers your business to maintain a trusted call reputation, ensuring your customers can confidently connect with you.