GROW

Our Client, a fortune 50 manufacturer/distributor of consumer products, did not have an in house solution to provide service to their Tier 3 customers and looked to the Dialogue team to provide a solution to meet these customer needs cost effectively. The unique solution for Tier 3 account management allowed our Client to provide a solution, that met the needs of these small customers cost effectively.

The Situation
Customer loyalty and profitability on Tier 3 accounts was waning and our Client was interested in developing a solution that maintained the quality of interactions with their customers while providing a more cost effective solution to these smaller accounts. A system and process needed to be developed to meet these expectations and increase the service offerings available from our Client.

The Solution
Dialogue personnel developed a custom application and participated in the launch of the Client nationwide program. In addition, processes have been developed to implement, manage, and grow the service offerings provided by our Client, including:

• New Account Welcome Calls
• Outbound Program Introduction
• Inbound Service Calls
• Order Processing
• Sales Implementation
• Integration with Regional Distribution Centers
• Account Management and Customer Service

The Results
Dialogue has helped turn a profit drainer into a profit center for our Client, while reducing delivery costs and increasing capacity for Tier 1 and Tier 2 accounts. Account growth in markets that have implemented the Dialogue program has exceeded those in other markets and is showing positive growth where those yet to implement the program are continuing to see a decrease in account activity.