Case Studies
- AFFINA Client Since:
- 1988
- Transaction Types:
- B2C
- Client Industry:
- Consumer Products
- Services Provided:
- Inbound Customer Service, Sales, Technical Support, Literature Fulfillment
For nearly 20 years, AFFINA has managed the customer service program for this global home appliances leader, in support of its full product line of vacuum cleaners. Via the client's toll free number, we provide product and technical support to customers as well as proactive sales.
In 2004, we partnered with the client to launch a direct-to-consumer sales program for accessory and maintenance supply orders. The subscription plan program was initiated through a service-to-sales inbound model. When customers contact us for post-sales inquiries, our CSRs provide up-sell and cross-sell of subscription plans as well as components. Since the inception of the service-to-sales program, we have generated more than $8 million in sales revenue for this client, with an annual net revenue contribution of about $300,000, clearly transforming this cost center program into a true profit center. Further, our sales conversion rate has increased on our subscription sales program (service-to-sales) from less than one percent at its inception to nearly five percent today.