Experience / Case Studies / DIRECT TO HOME SATELLITE SYSTEMS (USA) - LOSS MANAGEMENT
The client is one of the largest direct to home satellite service providers in the US market.
Objective :
The whole objective of starting loss management was to create a downward trend in customer cancellations, upward trend in customer retention and to see that customer’s don’t churn.
Achievements:
It helped the largest direct to home satellite service providers to get customer’s mindshare and we could keep the customers updated about the new promotions.
We proposed to start Loss Management with 3 reps as a start up process. We applied the following method :
Customer Account Set Up Via Telemarketing
Welcome/Confirmation Call Next Day
Customer Feedback Call after 2 days of Installation.
Customer Satisfaction Survey Call after 2 weeks of going Active
Retention and Customer Satisfaction Survey Call after 2 Months
We understand that our client benefits only when the customers are retained. We are extended arm of our clients and not just associates.
