Transcript Slide 1

General Capabilities
Prepared by: Dave Masi
OneTouch Direct
In conjunction with:
Marketing & Communications Services
Phone: (866) 751-8188
Email: [email protected]
Proprietary and confidential
Table of Contents
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One Touch Direct (OTD) Overview
Solutions
Channels
Call Center
Business Mix
Pricing Model
Strategic Advantage
Client List
Case Studies
Proprietary and confidential
Overview -OTD
One Touch Direct is an international sales
and marketing company providing call
center solutions and marketing strategies.
We focus on driving additional revenues
for our clients while protecting the
sanctity of the brand and positively
impacting the customer experience.
Proprietary and confidential
Overview – Company facts
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Founded in 1998 and privately held (ITI - OTD)
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Call Centers in St. Catharines (Ontario) and 2 in Tampa,
FL….450 station capacity
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1000 employees and 350 stations
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Satellite offices in Seattle, NJ and Toronto
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External call center partners…5,000 seat capacity
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$20 million - annual revenues (2004) and $0 debt
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Executive leadership team with over 90 years of
(combined) Direct Marketing and Call Center
experience.
Proprietary and confidential
Overview – Services / Programs
Overview - Solutions
•Sales and Marketing Strategy
•End to end selling
•Order Management Systems
•Lead Generation
•Information Services
Managing the
Customer
Experience
CBM
•New Product Launches
•Sales and Promotions
•Business Partner Support
•Loyalty Marketing
•Affinity Programs
•Up-Sell and Cross-Sell
•Survey
Grow
Acquire
•Cross Sell – Up Sell
•Marketing Campaign Support
•New Customer Orientation
•Market Research / Survey
•Affinity Programs
Retention
•Loyalty Marketing
•Customer Satisfaction Assurance
•Collections/ Billing Services
•Customer Save Group
•Winback
Blended Inbound and Outbound Multimedia Contact Centers
Proprietary and confidential
Overview – Channels
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Inbound
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Direct Mail
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Affinity Partnership
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Alternative Media (Val Pak, New Movers)
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Probe and Transfer (Access to Millions of Calls / Month)
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Internet
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Outbound
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Internet
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Auto Dialing
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Direct Sales Force (Access to over 1K reps)
Proprietary and confidential
Overview – Services cont.
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When needed, we outsource and manage our clients
call center / marketing programs if we are at capacity.
– Partner companies (access to 5,000 seats)
– On-site management
– One point of contact
– Strict quality standards and metrics
– Seamless to our clients
– Expand and contract
– Win / Win
Proprietary and confidential
Technology
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People
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Strategic hiring
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Low turn over
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Continuous training
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Career path
Quality
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Regular monitoring
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Regular coaching
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14/1 ratio
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Digitally record
Overview – Our Centers
Fully blended
Flexible reporting / scripting
Redundancy
Web based environment
Centralized data
Proprietary and confidential
Security
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Redundancy
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Secure data / offsite
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Secure access to center
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Agent logins
Overview – Business Mix
2004 Inbound / Outbound Mix
Outbound
55%
Inbound
45%
2004 Distribution Mix
Other
10%
Sales/
Sales Support
40%
Customer Base
Marketing
50%
Proprietary and confidential
Overview – Pricing Model
Our pricing model and philosophy: We structure our client relationships so that a portion if not all
of our compensation is on a performance basis. We feel this builds a strong partnership,
manages costs and drives results.
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Contract marketing
Hourly
Pay for performance
Volume based
Proprietary and confidential
Overview – Strategic Advantage
• Small to Medium Sized Centers
• Unique Testing Methodology
“OTD is a significant
part of our indirect
broadband sales
efforts. They have
the ability and
creativity to impact
results and maintain
quality at a fixed
price.”
-Steve Skornia,
Director of Indirect
Sales, Earthlink-
– Acquire responsive data
– Develop creative, offers, premiums, etc with our
clients
– Develop contact management strategy by
segment
– Develop test cells matrix
– Market via affinity, alternative media, targeted
data, etc.
– Analyze results by multiple segments and
variables
– Test…Test…Test
Proprietary and confidential
Overview - Partial Client List
Proprietary and confidential
Telco Case Study – Acquisition / CBM
Verizon communications, one of the worlds largest communications companies, chose OTD as one of 3
centers to call into their customer base in the USA and sell LEC/ LD Bundles. OTD has supported Verizon for
over a year.
“OTD does a great job of
delivering quality results
and keeping its promises
every month. I would
recommend OTD to any
company looking to
increase revenues
through customer base
marketing and or new
customer acquisition
programs.”
-Bryan Goodell, Account
Director, Kipany /
Verizon-
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The Challenge
Increase customer revenues
Increase number of products per customer from 1-2 to 4
Reduce customer churn from aggressive competition and new entrants to the
market space
Exceed results of internal centers
The Solution
Tested external vendors and chose OTD (1 of 3) to sell their products and
services
Given immediate, full information access to Verizons customer base and
marketing provision system
Roll out internal CBM program
Roll out new acquisition program
Success Stats
Ongoing….Over one product sale per rep hour
Helped reduce churn to the industries best
Increased number of customers and products per customer
Proprietary and confidential
Wireless Case Study – Retention / CBM
Verizon Wireless a Fortune 100 communications company serving more than 40 million customers in the USA,
chose OTD as one of 3 centers to call into their customer base and performa multiple base marketing
initiatives. OTD has supported Verizon wireless for over a year.
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The Challenge
Increase customer revenues
Reduce customer churn from aggressive competition and PNP
Manage the brand / experience
Exceed results of internal centers
The Solution
Tested external vendors and chose OTD (1 of 3) to sell their products and
services
Given immediate, full information access to Verizons customer base and
marketing provision system
Launched (Contract renewal, rate migration, equipment upgrade and
technology upgrade programs
Success Stats
Ongoing….Over one sale per agent hour
Helped reduce churn to the industries best
Helped increase customer satisfaction
Proprietary and confidential
Wireless Case Study - Acquisition
Cingular a Fortune 100 communications company serving more than 47 million customers, chose OTD as one of 5
national agents to sell it suite of wireless rate plans, phones and features via multiple channels of distribution. We
have been supporting Cingular since 1998.
“OTD is a valuable asset to
our distribution portfolio
and one of our largest
partners over the past 2
years.”
-Doug Bell, Director of
Sales, Cingular
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The Challenge
Increase national sales from coast to coast to increase market penetration
Integrate into AT&T Wirless’s systems for provisioning and support
Build fulfillment center
The Solution
Build nationwide marketing strategy to support sales from multiple channels
of distribution
Build order management, entry system and fulfillment to support
Given full information access to AT&T Wireless’s billing / provisioning system
Success Stats
Ongoing….10K new customers a month
Low churn
High revenue per sub
*Over 2 million subscribers*
Proprietary and confidential
Broadband Case Study - Acquisition
Earthlink, a leading provider of dial up and broadband service chose OTD as a national agents to sell Broadband,
DSL and Dial up to targeted leads throughout the United States. We have been supporting Earthlink since 1998.
• The Challenge
“OTD is a
significant part of
our indirect
broadband sales
efforts. They have
the ability and
creativity to impact
results and maintain
quality at a fixed
price.”
-Steve Skornia,
Director of Indirect
Sales, Earthlink-
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Increase national sales from coast to coast to increase market penetration
Exceed internal call center results
Exceed other contracted call center vendor results to prove out the model
Integrate with their order management system
• The Solution
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Build nationwide marketing strategy to support outbound sales
Build order management, entry system and fulfillment to support
Test other channels for success
• Success Stats
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Ongoing….over 1K new customers a month
Low churn
On going distribution channel testing
Proprietary and confidential
Thank You.
Please contact
Marketing & Communications Services
if you have any questions or require additional
information.
[email protected]
Proprietary and confidential