Case Study IBM

Expectations

IBM needed to solve an issue with a low renewal rate for one of its key services.  This was an issue across the whole of Western Europe.
They needed a company with European reach yet ideally in one location for easier management.  They also needed to work with a company which had profound IT experience.

Process

TEMA set up language teams to cover the following markets:  France, Germany, UK, Netherlands, Nordics, Benelux, Austria, Switzerland, Spain, Italy and Poland.  As the service was very similar in each country training was simplified.
We also created a large number of cross border opportunities from our UK Headquarters.

While initially it was TEMA’s Pan-European telemarketing facility which drove the programme we quickly developed in conjunction with the telemarketing a sophisticated digital marketing renewal programme.

TEMA also built a multilingual website which allowed customers to perform warranty look-ups.

To promote the services we regularly send out email marketing campaigns to existing and potential new clients.

Results

Within 6 years we had achieved a turnover of US$7,000,000 per annum and additionally expanded outside Europe into South Africa and Australia.

Conversion rates from telemarketing activity are typically over 30% in all markets.