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Often branches / outlets / stores would love to remain in contact with regular / semi regular customers but capacity prohibits much pro active behaviour. bxp's centralised data approach gives a central contact centre or even a bpo BPO (Business Process Outsourcer) the ability to appear as if closely connected to the branch.
=== Role: Digital marketing spend tracking ===
Media Manager is a tool that was expressly built into bxp to allow for far greater refinement and support of marketing based activity.
The standard tools for interacting with customers are forms in bxp. These allow for logic branching. As part of the script it is possible to add a field to allow the capture of a media code. At the very bottom of the script it is also possible to include the media schedule for previous 2 hours and the forth coming hour. This listing of media events allows agents to be made aware of what's coming up to ask more probing and meaningful questions as to "Where did you hear about us?".
Using this engine a number of advantages are facilitated:
* Agents can check against actual advertisements going out
* For TV and Radio ads, better staffing can be attained as people don't go on break when a big ad is going out
* Response to ads can now be properly allocated
The bxp engine allows for the marketing department to manage the Media Schedule without adding overhead to operations. Schedules can be loaded weeks in advance. Most importantly demographic tracking is available in real time to marketers and 3rd party marketing companies to leverage real time response figures in assisting spend decisions.
bxp has demonstrate-ably been used to :
* Reclaim money from Advertising companies who did not put an ad out at all
* Reclaim money from Advertising companies who deliver ads not to schedule
* Improve response rates by staffing appropriately to ad schedules
* Directly influence marketing spend to maximise Return On Investment based on response rates
* Allow for real time shuffling of schedules to maximise return (ad slots were move to drive time home slots as people didn't call whilst in work)
Find out more about our Media Manager: [[Module_-_Media_Manager]]
Where marketing and intelligent tracking solutions such as ResponseTap are used, these can also be integrated to provide end to end reporting [[ResponseTap]]
=== Role: Satmetrix NPS facilitating tool ===
[[File:Telcos_001.png|frame|Improving Customer Retention]]
[http://www.satmetrix.com/ Satmetrix] are the providers of the Net Promoter Score model. [http://www.satmetrix.com/nps-score-model/ NPS Info] bxp provides operational integration tools that allows automation of interactions whilst not increasing AHT. Where the internal IT team may state it will take a long time to adapt, bxp is frequently used as the tactical solution to immediately get the solution up and running. The resulting feedback can be set to be an automatic campaign with queued records to be rung to immediately deal with detractors. Find out more about NPS and bxp here [[Net_Promoter_Score]] === Role: Scheduled Marketing marketing tool === bxp has a scheduling heart beat which executes every 5 minutes. On these beats can be attached events, such as sending emails or SMS messages. Schedule marketing facilitates programs such as [[File:Scheduled_comms_001.png]] # The potential customer (A), interacts with an employee in a branch / store (B)# If a customer's (A) need is identified for the future, the employee (B) logs the contact details of potential (A) in a bxp form# The information is stored in a secure campaign database.# At scheduled intervals approximately 20 days before the key renewal date an email is sent to the potential customer (A) # At scheduled intervals approximately 7 days before the key renewal date an SMS and / or Email is sent to the customer (A)# At scheduled intervals approximately 3 days before the key renewal date the contact centre based team (C) contact the potential customer (A)
=== Role: Mass Marketing tool ===
bxp has the ability to send group texts and emails. With "clickthru" technology integrated into the messages allows for instant campaigns to be self build to allow tactical responses to be compliacated but require no IT integration overhead.
All n One's vast experience in this area and ability to consult and support any solution allows us to give you the very solution.
* Email : [[Email_-_Start_Here]]
* Email : [[Communications_-_Email_Clickthru]]
* Email : [[Email_-_Improving_Delivery_Rates]]
* Social Media : [[Scenario_-_bxp_and_Social_Media]]
* SMS: [[Comms_SMS_Engine_Enhancements_2014_04]]
* Communications articles [[:Category:Topic:Communications]]
* Marketing articles [[:Category:Topic:Marketing]]
