Vision Loyalty™
Solution Overview
In the retail and distribution market sectors, effective gathering, collating and utilisation of customer information is becoming ever more critical in the battle for loyalty and increased spend from a known customer base. PCMS can build and deliver a total solution for the capturing, mining, reporting and utilisation of customer data alongside the services required to interface with and support the customer.
Key Business Benefits
- Exploit Customer Data
- Increase Customer Spend
- Increase Customer Loyalty
- Maximise Marketing Spend
Capturing Data
The quantity and quality of data is obviously critical to an effective loyalty scheme, therefore data is captured from all possible sources through feeds, interfaces and integration.
Collating and cleansing data
Where data is being received from multiple sources, it must be collated to create a single source of cross referenced information. All data must be cleansed to ensure all data protection rules are met and de-duplicated to ensure quality of approach to customers.
Reporting and profiling
No real benefit has been gained purely from capturing and collating data, it is only when this data starts to be effectively utilised that the real value can start to be realised. Reports can provide valuable information on trends, patterns and profiles of a customer base, all of which can be utilised for better business planning.
However the real value is to use the data to achieve enhanced customer spend and loyalty, which can only be achieved with the combination of specific technologies combined with retail knowledge and experience as provided by PCMS.
Consultancy
A loyalty scheme must be created that will be effective relative to the type and image of the retailer combined with what will best interest the customer. Significant knowledge and experience of loyalty schemes and the retail market are essential to achieve this. With over 25 years experience in the retail market and over 8 years running Loyalty Schemes with over 2.5 Million members, PCMS is ideally placed to provide consultancy and support to maximise the potential of any Loyalty scheme.
Technologies
- E-mail centre – an email centre can help minimise e-mail response times by classifying incoming e-mails and routing them to qualified agents, automatically suggesting one or more responses increases the responsiveness (by reducing response times) to customers.
- CTI Integration - telephony applications can improve efficiency and response times by providing intelligent incoming call routing and queuing and the execution of outbound calling campaigns, functioning as a calling list management tool, coupled with predictive dialing.
- iSupport - a knowledge-base could be employed to help reduce service centre call volumes and call durations. Used either within existing service centre or via the web (iSupport), a knowledge-base will allow agents and customers to search for published answers to typical queries and problems.
- Telesales - telesales integration into marketing offers the capability to execute outbound campaigns and registration for events.
- Loyalty Scheme Management
- Contact Centre - effective customer contact is essential to support any loyalty scheme, whether it is via telephone, email or white mail. The response must be prompt, accurate and useful to ensure customer confidence.
- Marketing - PCMS's marketing services and applications will greatly assist in the management of marketing campaigns, advertising and event programmes, enabling the group to segment, analyse and target core customers and prospects with key messages.
Fully Managed Solution
PCMS offer a complete end-to-end solution provided as a fully managed service with all aspects integrated.
Group Wide Solution
The customer loyalty management system enables the introduction of a group rather than a line of business system. It starts the process of bringing customer information into a central repository, giving the ability to perform more detailed analysis and targeted marketing/communication activities.