Case Study: How We Helped a Major Internet Provider Achieve Higher Activation Rates

Our goal is to connect quality customers with our home service provider partners. And we invest a lot of time and resources into the vital marketing and sales efforts needed to make this happen. However, we also employ powerful support tools and a professional support team to deliver an upgraded post-sale experience for new customers. That’s why one of our key core competencies that separate us from our competitors is our support team and process, whose value involves improving customer retention after the sale has been made. We do this to achieve higher service activation rates for our partners, as well as higher levels of customer satisfaction and long-term brand loyalty.

Our support team, aided with technology, provides new customers with valuable assistance from the time an order has been placed until their services are successfully installed. If the customer has any questions about their recent order, our support team is available to answer them. We thoroughly train our team with an expert knowledge of our partner’s products or services so they can handle any inquiries in a confident and competent manner.  Likewise, if a customer has any issues or concerns with their order, our support team is there to provide a solution and will proactively reach out and follow up until the customer is satisfied.

In addition, our support team also provides value through highly personable and friendly interaction. First impressions can be very important to the new customer relationship. And since a new customer is likely experiencing our partner’s brand for the first time, we strive to ensure that any interaction with our support team leaves a lasting positive impact. We do this because we know that better customer service can result in higher levels of long-term brand loyalty and can impact the likelihood of a customer staying with a brand over time.

Taken all together, our support team and process has produced a quantifiable improvement in customer retention as measured by service activation rate. Through better servicing and handling of post-sale customer pain points, we have driven higher levels of service activation rates for our home service provider partners. More specifically, with our support process fully implemented, one of our home service partners has seen a 10%-15% increase in service activation rate compared to the service activation rate when working with our competitors. When you’re dealing with a high volume of new customers, this 10%-15% improvement can have a significant impact on our partner’s customer retention rate and their overall return on investment. This is why our support team and process is integral to the value we offer our partners at BlueIn Group. We have found that optimizing the post-sale experience can have a clear effect on ROI. And providing our partners with the highest ROI possible is built into our mission and everything we do – from marketing, sales, technology, and, as outlined, support.

Join us as we continue to find new, unique ways to drive more quality customers for the world’s leading home service brands.