Goodyear asked CPM Netherlands to help with the promotion of Goodyear tires at various dealers like Mercedes-Benz, Jaguar/Landrover and BMW. At first Goodyear needed market information before they could roll-out the promotion wave. For wave 1 the goal was to gather information by completing a survey per dealer. In the 2nd wave the promotion team did a promotion around a campaign, where dealers received a discount by ordering a certain amount of tires. The end goal for this promotion is to gather information, to increase the Goodyear visibility at the dealers and to promote the campaign, so the dealers will buy and sell more Goodyear tires.
Our Solution
We created a team of 2 enthusiastic female sales promoters. They received an intensive training, enough POS materials and a mini with Goodyear tires. In the first wave they asked the dealers to participate in a small survey. In this round they received information, so we could measure the potential for Goodyear at all the dealers. Based on this information we organized wave 2, where the promoters were able to place POS materials and sell in the campaign.
CPM Responsibilities:
Make the dealers participate in the survey
Create a sell-in plan based on the gathered information
Place POS materials
Sell-in the campaign
Results
We were able to explain the campaign at 89% of the visited dealers.
At 81% of the dealers we were able to talk about the market and the campaign
The outcome of the waves was so successful, that Goodyear decided to do 4 waves with CPM the next year
CPM Ireland provide a full time field sales team for Now TV
The challenge
CPM provide a full time field team across Ireland for NOW TV in leading Electrical retailers. The full-time field team drive in store sales by training staff and ensuring stores are merchandised with stock and the latest POS.
CPM also provide additional tactical staff for larger or ad-hoc campaign activations.
Our Solution
Team in place since launch, extensively trained and deployed across top Irish retailers representing NOW TV.
Team concentrate on training & relationships in store to drive advocacy.
The team deliver insights from their experience in retail to support NOW TV strategy.
A flexible merchandising team nationwide when required.
Results
All stores supported via a monthly call file.
Leading nationwide grocery retailer merchandised for a promotional launch.
Key retail stores staffed with tactical blitz staff on weekends throughout June ‘17 to support NOW TV launch.
CPM Ireland provide a dedicated, full-time field sales team across Ireland for Microsoft
The challenge
CPM provide a full time field sales team across the Island of Ireland for Office, Surface & Windows in Harvey Norman, PC World, Independent Retailers and xBox in Smyths & Gamestop.
CPM also provide a Digital resource, a SME Business Development resource and a Breadth account Manager for Microsoft.
Our Solution
Team in place for 10 years, extensively trained and deployed across top Irish retailers representing Microsoft
The team are tasked with delivering across the key pillars of retail execution in all Microsoft product categories.
Priority focus -attach, product sales & delivering messaging on the Modern PC.
Team concentrate on training & relationships in store to drive advocacy.
The team deliver insights from their experience in retail to drive Microsoft strategy.
Results
All KPI’s achieved in FY16.
2,300 calls completed, 2,369 RP Training Impressions, 137% achieved on Expertzone.
Customer acquisition for eir business providing fixed line, mobile, Broadband and Wi-Fi to SMB customers.
CPM’s inside sales team support new customer acquisition through the provision of Sales Management, Digital Executives and Lead Generation Executives.
CPM also provides account management services for a portion of high value SMB customers.
Our Solution
CPM provide an outsourced telephone account management team of 10 full time permanent sales professionals dedicated to Inside Sales for eir.
CPM manage all recruitment, HR, staff management and performance of these staff on behalf of our client in the eir SMB business channel.
Results
Digital Executives increased Sales volumes by 200% compared to previous outsourced partner.
Lead Generators cost 57% of a Field sales resource and have improved the channels sales performance by 12% by having quality appointments set for the field teams.
Each Telephone Account Managers proactively manages a base of 400 SMB accounts along with dealing with inbound care queries and upsells to both groups of customers.
CPM Ireland delivers Direct Sales for eir in the Consumer Market
The challenge
eir and CPM’s consumer sales relationship has existed for over 16 years. CPM currently recruit, train, and manage over 80 full time field sales representatives nationwide in a tough sales and regulatory environment. We also provide excellent operational support in terms of HR, order processing, complaint handling, data management and customer Insight. CPM regularly utilise venue and event marketing to increase eir sales opportunities on a campaign basis.
Our Solution
The CPM/eir consumer sales team provides a flexible and dynamic channel to market consisting of 1 Client Service Manager, 1 National Sales Manager, 6 Regional Sales Managers and 80 Field Sales Representatives. Activity covers all 26 counties and a lead base of over half a million potential customers in every city, town and village in Ireland.
eir Consumer Markets & CPM Management teams work in partnership to develop strategies and action plans that deliver business objectives.
Results
2,080 calls (per day)
900 customer contacts
100 sales closed and processed on site
Average 2.4 products sold per customer
Detailed tactical information collected from every sale
Daily product and customer insight provided to client from 6 regional hubs
CPM Barcelona manage Telephone Account Management for one of the market leading IT companies
The challenge
We are the Scale Software Alliances Team part of the Software and Services Group at one of the biggest IT companies worldwide.
Our role is to provide software and solution development companies with the resources necessary to help them in the development endeavours resulting in revenue generation for both parties.Telephone Account Managers have to be technically, sales and marketing savvy – able to switch from advising on optimum development code to negotiating partner benefits for their accounts.
Our Solution
CPM provides a team of 20 multi-lingual Enabling Managers providing telephone, email and face-to-face Account Management & Inside Sales service to software development companies.
We do this by
Providing the accounts with the technical disclosures and engineering resources to define, build, test and deploy their software solutions for the Architecture and Hardware Platforms.
Guiding the accounts through the testing of their software and solutions at various stages of development.
Ensuring access to sourced marketing benefits, such as promotions, white papers, webinars, events participation.
Results
We are part of a global team for spanning 5 GEO areas. Since the team is based in Barcelona we constantly delivered at or above expectations on goals, demonstrating a quick adaptability to a challenging business environment. In FY 2016 the EMEA team exited the year with a performance at over 300% of the cumulated goals.
CPM Barcelona managing the multilingual consumer careline for FMCG Brand in our International Contact Centre
The challenge
CPM Barcelona manage the consumer careline for UK, ROI, Spain and Portugal for FMCG Brand EMEA brand portfolio in our International Contact Centre. Launched 3rd of February 2014 with 2 dedicated FTEs the team is now 3.5 FTEs plus a multilingual overflow to support peak in contacts. Our customer service focused team undertook induction training at client offices to ensure the team were fully immersed in the client brand and values.
Our Solution
CPM Barcelona provides our FMCG client with 3.5 English, Spanish and Portuguese speaker agents.
The team handle all matters of consumer support from general enquiries and complaints right through to hot topics including foreign bodies, or the amount of sugar in the products.
Bespoke, multichannel communication response via phone, email, white mail ensuring our client’s consumers receive a first class service and an exceptional customer experience.
Results
During last year more than 20.000 contacts were managed across the 4 countries
98% of calls handled within 30 seconds (80/30 target)
Exceptional Customer Experience delivered to each customer to drive customer satisfaction.
CPM Germany increasing brand awareness and raising demand within the independent automotive workshop sector
Federal-Mogul is a global automotive supplier with two independent business parts. Federal-Mogul Motorparts delivers a huge product portfolio with more than 20 worldwide known brands to the global automotive aftermarket. Furthermore the company supplies the producers concerning the OEM division with products like brake linings, chassis parts and wipers.
- Collecting and checking data of independent automotive workshops (target group)
- Generation of Insights based on the needs of the target group
- Sensitization of independent automotive workshops for existing OEM-Status
- Presentation of FM4ME-program within the target group
- Registration of workshops to FM-CAMPUS
- Recruiting experienced sales reps with automotive experience
- First contact to workshops is initiated through our International Contact Centre in Barcelona
- Client visits and interviews about current market situation based on questionnaire with approximately 50 questions on parts usage, current wholesaler etc.
- Participating in wholesale fairs with Federal Mogul sales team
- Registering Leads & Cases and immediate delivery to Federal Mogul
- Weekly supervision through team leader incl. progress reviews and handling of individual cases
- Digital daily reporting via Retail Motus
50% initial visit success rate in regard to 100% questionnaire completion!
- Total numbers of independent automotive workshops: approximately 5.700
Field Research team provide Auditing and Service visits for Chep across Europe
The challenge
CHEP is a global provider of supply chain solutions serving in more than 60 countries. CHEP offers a wide range of logistics and operational platforms and support services that are designed to increase performance and lower risk while improving environmental sustainability. CHEP’s 12,500 employees and approximately 300 million pallets and containers deliver comprehensive coverage and exceptional value, supporting more than 500,000 customer touch-points for global brands such as Procter & Gamble, Sysco and Nestlé. These products can generally be recognized by their blue colour and CHEP logo.
Our Solution
CPM provides a range of services to support CHEP with locating, auditing and recovering their assets. Field research agents ensure the location behaviour adheres to CHEP policy with the aim of improving flow in the CHEP distribution and return model.
Results
Improved turnaround time for returning empty pallets to CHEP
Real-time monitoring about pallet status/situation
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