Driving Customer Loyalty and Increasing Profits with Predictive Analytics

Winning Meant Winning Back.

When a client was looking to drive more members to its loyalty program, they turned to a group that could transform information into insights—and win back their valued customers.  

THE CHALLENGE

• Increase adoption of their loyalty program
• Improve the win-back of members who hadn’t used
• the loyalty program for more than six months

THE OUTCOME

• Increased loyalty activations by 20%, and annual transactions by 17%
• The program generated a profit of $10 million—130% of the client’s goal
• The full solution improved sales results more than 25% over the control group, and 19% over the client’s internal sales team

THE CLIENT

So here’s what happened. A major car rental client had in place a member loyalty program for Small/Medium Business (SMB) accounts. The client sought to increase adoption of the loyalty program, and to improve the win-back of members who hadn’t used the loyalty program for more than six months. Enter Alorica. Cue the music.  

THE PROGRAM

• Phase 1 of the solution involved utilizing Alorica’s data scientists from the Alorica Center of Analytical Excellence (CAE) to build an effective sales coverage plan and digital sales strategy. A resulting welcome program (Scoring Model), comprised of targeted acquisitions and customer prospect/profiling, was thusly launched.
• Phase 2 implemented said Scoring Model (built by those alluring data scientists of ours) to win-back current loyalty program members.
• Phase 3 saw Alorica providing full account management of the client’s loyalty program accounts with a focus on maintaining and increasing the client’s profitability. Meanwhile, a sales CRM system and digital sales strategy intelligently evaluated existing customer accounts using predictive analytics. And our CAE came through in the clutch, delivering actionable insights and a comprehensive view of the end customer, resulting in an optimal contact strategy, increased positive customer experiences and higher revenues.

THE RESULTS

The revised Welcome Program increased loyalty activations by 20%, and annual transactions by 17%. Meanwhile, the win-back program increased usage by 37%, generating a profit of $10 million – 130% of the client’s goal. And to top it off, the full account management and analytical solution improved sales results more than 25% over the control group, and 19% over the client’s internal inside sales team.

Turns out, when you don’t do everything by the numbers, you end up with some pretty good numbers.

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