How to Best Leverage Outsourced CRM Solutions

Introducing

Stephen GriggsPresident/Owner

Infinity Contact, Inc.

Ed McGuigganVP Global eCommerce

Nuance Communications

Economic pressures are forcing Board Rooms to seek alternatives to traditional distribution channels

Traditional field sales staff can be costly and inefficient

Forces Driving Change

“If a window of opportunity appears, don't pull down the

shade.” ~Thomas

Peters

There is Room for Optimism

It’s a proven model that is

industry agnostic.

Benefits• Simple, flexible and scalable

• Ease of inspection

• Increase focus on strategic products

• Expedite speed to market

• Reduce training time and cost

• Enhance measurement and reporting

• Real-time refinement

• Valuable information collected to enhance future marketing efforts

3815 River Crossing Parkway, Suite 20 • Indianapolis, IN 46240 • 317.816.9336 • www.ataconnect.org

Challenge Solution

Product focus Dedicated agents

Cost of Acquisition

Variable cost, lower cost labor, shared risk/reward

Retention Targeted team, process, metric driven

Sales Management

Metrics, Inspection

Design the Right Solution

Client Overview• 57th largest international software company

• Offer world’s largest portfolio of speech and imaging products

• Consumer and enterprise solutions

• Annual revenues exceed $950M

• Infinity Contact client since 2005

• Headquarters: Burlington, Massachusetts

• NASDAQ: NUAN

• Dragon Naturally Speaking

• OmniPage

• PaperPort

• PDF Converter

Product Lines

Outcomes Create a viable telesales channel Maximize customer lifetime value Define and manage data strategy Expand telesales program

*2006 compared to 2008

Creating a Viable Telesales Channel• Analyzed customer purchase information

• Audited performance of previous contact center provider

• Designed a segmented contact program including customized offers, scripts and reporting

• Implemented initial and established ongoing agent training and certification

• Hand selected agents dedicated to this program

RESULTS:

• Expanded annual revenue generated by $3M* compared to first year after launch

Maximize Lifetime Value• Scheduled campaigns to leverage upgrades and cross-selling

opportunities

• Segmentation strategies focused on prospect type and stage of product lifecycle

• Integrated telesales efforts with other direct marketing initiatives

• Incorporated a customer loyalty model

• RESULTS: • Stabilized and increased non-upgrade period RPH 31%• Increased upgrade cycle RPH 34%

Define and Manage Data Strategy• Integrated backend data systems (order entry, payment processing, CRM,

purchase history)

• Outlined data entry standards

• Managed ongoing reporting and analytics

• Received and incorporated updates on purchases made via other distribution channels

• Administer all DNC compliance requirements

RESULTS:

• Increase average order size 21%

• 30% reduction in cost of sales

Expand Program • Continually refined program based on results (scripts, offers, process)

• Integrated additional product lines to maximize cross-selling opportunities

• Established scorecards to track key process indicators

• Integrated product releases/upgrades into overall campaign activities

RESULTS:

• Infinity Contact delivers 30% of e-commerce division revenue—25% increase

Results$20+M Generated Since Program Inception

14

Nuance Cumulative Revenue by Quarter

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$2,000,000

$4,000,000

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$20,000,000

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“Infinity Contact has become a true partner. Our product upgrade programs continue to exceed our expectations and surpass our sales goals through their ability to incorporate their customer loyalty model into our business needs.

Their world-class representatives and conscientious management team have risen to the challenge and realized success through their marketing strategies.”

Ed McGuiggan Vice President, Global eCommerceNuance Communications, Inc.

Testimonial

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