Omnichannel Customer Service
Customer Acquisition and Sales
Generating Smart Customer Service Impact
Genpact's Customer Acquisition and Sales solutions, part of our Omnichannel Customer Service portfolio, leverage our deep industry experience as a global provider of business process management and analytic solutions. We generate impact for companies by maximizing the benefit from each customer contact. We design, transform, and run intelligent business operations that help organizations identify new customers and assess risks, while creating strategies that increase up-selling/cross-selling opportunities, improve the customer experience, and instill long-term loyalty.
Successful customer acquisition and sales begins with the right mix of people, process management, technology, and analytic expertise. Genpact helps organizations achieve that mix through its Lean DigitalSM approach, which combines design-thinking principles with Lean practices, digital technologies and analytics, and deep domain expertise. This approach reimagines organizations beyond the front, middle, and back office to deliver end-to-end digital solutions that optimize and accelerate the customer acquisition process.
By leveraging Genpact's advanced operating models, organizations target customers with strategies that improve the effectiveness of up-sell and cross-sell opportunities while providing effective end-to-end customer experience management. Combined with well-trained customer service representatives, this significantly improves the effectiveness of opportunities to develop new sales leads.
Our services include:
- Sophisticated pricing models
- Lead generation
- Sales force effectiveness
- Campaign execution
- Market-mix modeling
- Customer acquisition strategies
80% response rate to a marketing program for a major bank
A major bank wanted to introduce a new card to the U.S. market. In the absence of historical information, Genpact analyzed the credit behavior of the targeted population and discovered seven distinct market segments. By customizing specific offerings to these individual segments, the bank realized an 80% response rate from its marketing program.
40% higher sales conversion rate for a leading domain name registrar
The company's sales conversion rate suffered from low customer engagement during calls, and mismatched offers to customer needs. Key performance indicators focused on service rather than sales performance. Genpact reimagined the customer engagement process by embedding analytics and technology to ensure that the calls were routed to the right agents, enabling them to focus on sales. Genpact’s solution drove sales conversion rates up by 40%, and increased customer satisfaction and first-call resolution by 5% each.