Case studies
Track record of success - worldwide
Here are just a few examples of the business services we have delivered for a range of business partners across the globe, providing increased revenue, good customer service, reduced costs and a host of added-value benefits.
Inbound card activation for leading retail bank
Following a steady decline in the success of outbound telemarketing, CPP developed an inbound card activation / safe-receipt service for the bank. This involved customers calling CPP (acting on behalf of the bank) to confirm safe receipt of their cards in the post or to activate their new cards. During this call, CPP agents have an opportunity to promote relevant products to the customer.
By providing this service, CPP created an opportunity for the bank to drive incremental revenue through a relevant customer touch-point and, at the same time, reduce costs, since there is no charge for the service call. Through this new channel, CPP actively promoted Card Protection and Identity Protection insurance to the bank's customers, giving them a complete activation and protection service in one phone call. It enabled the bank to offer a quality, co-branded service as well as providing a highly effective card fraud prevention process.
Outsourcing and marketing services for leading retail bank
Having built up trust through a close working relationship with the bank, CPP was able to tailor specialist software to provide a secure connection to the bank's IT system so that CPP could provide an effective card activation service for its customers.
Both the bank and CPP operated the strictest data protection controls to safeguard customer information. As well as promoting relevant protection products during the calls from customers, CPP was able to gather valuable customer information for the bank, which could be used for future marketing
and customer service campaigns.
This unique hybrid of business process outsourcing and marketing services has proved to be a highly successful combination. CPP can now offer various commercial models to suit the needs of different business partners.
Product development for high-street retailer
When a leading British retailer re-launched its store card, it challenged CPP to provide a product suitable for in-store card applications. CPP product development specialists came up with CPP OneCall - a simple freephone card loss reporting and replacement service.
Crucially, this was a non-regulated product, which allowed the business partner to sell it through the retail channel. The specially developed product offered a simple sales process for staff and clear value for money for customers, with all operational processes managed by CPP.
End-to-end servicing for T-Mobile
CPP has been providing mobile phone insurance for T-Mobile customers since 2002. CPP provides a full end-to-end customer process for the insurance offered on these phones. All claims for loss, damage or theft are handled by CPP over the phone. Most claims are settled and new phones despatched to customers within 24 hours.
The business model for this service involves CPP providing T-Mobile with an up-front commission, plus a continual share of the profits - delivering a continuous revenue stream for T-Mobile. A connected contract scheme means that T-Mobile staff are able to sell handset insurance in store without the need to be appointed as representatives.
To find out more about our range of bespoke business solutions, call CPP today on 01904 544 220.