| Odysii’s Targeted Messaging Solutions for |
| Cellular Stores Helps Provider to Increase Sales |
| and Boost Customer Education and Experience |
| |
 |
| |
|
Challenge:
|
|
Improve Customer Education Regarding New
|
| Services/Devices; Optimize 1-on-1 Marketing |
| Capabilities to Maximize Up-sell offers; |
| Enhance Customer In-store Experience |
|
A cellular store operator approached Odysii requesting an in-store messaging system that would help improve customer education, maximize up-sell offers and enhance the in-store experience.
Introducing the public to the plethora of new devices and service packages which routinely debut at cellular stores is a major challenge in today’s attention deficit reality.
|
|
Cellular store customers are often reluctant to learn about all of the new features available on the latest mobile devices, and are hesitant to delve into the details of service packages which were put together for the benefit of the customer. Another major challenge is high churn rates stemming from a saturated market and the low barriers that exist when switching between providers.
|
| |
|
| |
|
Solutions:
|
|
Educate Customers via Targeted In-store Messaging
.jpg)
|
|
Representatives from Odysii collaborated with the cellular operator’s management to establish Odysii’s Marketing Intelligence rules set. The rules set was set up to optimally implement the business needs of the cellular operator, forming the foundation upon which specific conditions in the store (inventory levels, new devices) triggered targeted promotions and messages that were displayed to customers. For example, the cellular operator specifically requested that special “older model” device promotions would be displayed two weeks prior to the shipment of new devices to the service center.
|
|
Odysii implemented their Cellular Store solutions at 4 different service centers. The implementation consisted of the installation and deployment of elements of Odysii’s suite of Cellular Store solutions including Match N’ Go, SmartShelf and QMS, with each solution providing a different function:
|
| |
 |
|
Match N’ Go
Installed on customer-facing screens on the cash register with the purpose of optimizing 1-on-1 marketing capabilities to maximize up-sell offers. |
| |
|
|
 |
|
SmartShelf
Situated in the proximity of products with the goal of improving customer education and maximizing up-sell offers. |
| |
|
|
 |
|
Queue/Lobby
Located in the lobby to enhance the in-store customer experience and to display targeted up-sell/upgrade products. |
|
| |
|
| |
|
Result:
|
| Stores which had implemented Odysii’s solutions |
| experienced a 8% increase in new device upgrades |
| and customized service package adoption rates |
| jumped by 6% |
| |
|
Service centers implementing Odysii’s Cellular Stores solutions compared their new device sales rates to a similar (demographically, socio economically) control group and found that Odysii-powered service centers had significantly outperformed the control group in terms of new devices sold and service package adoption rates. Furthermore, a survey comprised of Odysii-powered store veteran customers found that they were knowledgeable of many of the features incorporated on the latest devices; the survey also showed that customers were highly satisfied with the levels of service provided by the Odysii-powered service centers.
|
|
 |
|
| |
|
Overall, the service centers that had implemented Odysii’s solutions benefited from:
|
.gif)
|
|
Boosted up-sell acceptance rates. Odysii-powered service centers experienced an 8% increase in new device upgrades while new services grew by 6%.
|
|
|
|
Enhanced in-store customer experience. Surveys filled in by customers exiting Odysii-powered service centers showed that 83% of customers were highly satisfied with the level of service; queues were deemed “not too long” and customers felt that the service center “did their utmost” to ensure a pleasant service experience.
|
| |
|
Improved customer education. Surveys showed that customers from the Odysii-powered service stations knew far more about the latest devices and service packages than customers from the control group. 70% of the customers who exited the Odysii-powered service centers could name the latest device offered by the service centers while only 48% of focus group customers were aware that a new device was available in the focus group service centers.
|
|
|
|
|
|
| |
| |