Save Teams

Situation

• Over the years, Patrick Solutions has had several clients that utilized “Save Teams.” These teams
  attempted to keep customers from disconnecting their services. The Save Teams were usually geographically separated from each other and from the Marketing Department employees who were tasked with creating “save offers.” Save offers were slow in coming, because the Marketing Departments had no
  real data upon which to base their offers.

Solution

• Patrick Solutions create several web-based applications to facilitate communications between the Save Teams and the Marketing Departments. The applications recorded critical information about each save attempt:
  • Why was the customer leaving?
  • Where was the customer going?
  • What was offered to save the customer?
  • Was the offer successful?
  • What would have been successful if available?
  
  The information was compiled and made available to the Marketing Departments on a real-time basis.

Results

• The clients were able to create save offers based upon current empirical data. Quite often, the clients were able to respond to competitive challenges within 24 hours. The clients’ churn rates were driven increasingly lower.