Customer Case Study – Promotional/Consumer Goods Handling Nearly 1.25 Million Calls and Logging Almost Two Million Minutes, FDVS Promotional IVR Applications Help Company Successfully Launch New Products

Executive Summary

Industry

Promotional/Consumer Goods

Business Challenge

  • Develop an easy way to inform callers about new promotion
  • Implement an IVR solution for promotional applications able to handle high call volumes

Solution

  • FDVS created tailored IVR script
  • IVR solution told callers how to enter, options to win and prize redemption procedures

Results

  • FDVS has completed more than 55 campaigns with this company in a six-year period
  • Since 2004, FDVS has provided support for more than 25 successful applications ranging from information lines to concert locators
  • FDVS has handled 1.25 million calls from consumers while logging over 2 million IVR minutes
  • With the support of the FDVS account team, the company has been able to maintain a high level of brand awareness with existing and newly launched products

Challenge

An international soft drink company was seeking ways to improve the impact to consumers of its ongoing product promotions. The decision to launch a major promotion for its flagship soda revealed two challenges: enabling consumers to easily participate in the promotion and handling the expected large number of caller responses.

This promotion employed multiple media outlets over an extended period of time. With consumer interest high, the company wanted to ensure that callers understood the sweepstakes offer and could easily navigate the rules of participation.

First Data Voice Services (FDVS) was asked to develop a communication channel that would fully support the company’s promotional requirements and the custom script needs of the caller.

Solution

FDVS assigned a dedicated account management team to create a tailored IVR script. For this promotion, consumers were to search under the bottle cap or package for a toll-free number. The consumer was to call the number to participate in the promotion. Reaching the FDVS IVR call script, callers quickly understood how to enter the sweepstakes, winning options and the procedures to redeem sweepstakes prizes. Because of the media blitz surrounding the promotion, the peak volume of calls was high, and the FDVS IVR promotional solution was able to handle every call.

Results

FDVS has continued to work on various types of large, regional and smaller niche programs with this company, completing more than 55 campaigns in a six-year period.

Since 2004, FDVS has provided support for more than 25 successful applications ranging from information lines to concert locators. FDVS has handled 1.25 million calls from consumers while logging over 2 million IVR minutes.

With the support of the FDVS account team, the company has been able to maintain a high level of brand awareness with existing and newly launched products.

For More Information

To discover how First Data Voice Services can help you find flexible, affordable IVR solutions that satisfy your customers, call 800-428-2400 and ask for the sales department.