Showing the Importance of Retention Effort at a Healthcare Provider

  • Dramatically increased retention

     

  • Increase of employee engagement

Davies’ insight and analytics services help you learn from previous interactions to identify the sales techniques and tactics that work best – so you can streamline offers and train your team to increase cross-selling and upselling and maximise retention.

Upskilling team to support greater sales effectiveness

The Overview

Davies’ insight and analytics services help you learn from previous interactions to identify the sales techniques and tactics that work best – so you can streamline offers and train your team to increase cross-selling and upselling and maximise retention. On average, our input leads to a 10% rise in conversion rates.

Each team of sales advisors will have its champions; interaction analytics helps you find out why and build those findings into new training for the whole team.

The Situation

Davies was asked by a healthcare provider to support them with their customer retention exercise. Our expert team was able to provide analytics that opened the eyes of the frontline team at a leading healthcare provider to the major impact their efforts could have on customer retention, as well allowing us to identify which offers were the most successful when it came to keeping customers.

Our Approach

We developed a retention effort metric that proved to the team that where they put more work into retaining a customer – listening to their concerns and selecting the most appropriate retention offers from those available – they had a good success rate. We then worked alongside the insurer to improve training, offer upskilling and increase the team’s understanding of the different components of the retention toolkit, including what offers were most appropriate for what types of concerns.

The outcomes were immediate – it was soon evident that the newly developed knowledge of the customer team – was making a positive impact.

Return on Investment

As a result, retention dramatically increased, well above expectations. This also led to employee engagement rising, as teams appreciated the targeted coaching we provided, and felt more motivated in their place of work, allowing them to achieve greater goals.

For more details of our analytics services or to discuss how we can help you generate richer insight from your customer interactions, contact:

Lee Mostari

Director of Insights & Analytics

lee.mostari@davies-group.com

Michael Anderson

Vice President – US/Canada

michael.anderson@davies-group.com

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