Portrait Tieto

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Inbound Marketing case Merryl Lynch

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Portrait Tieto

  1. 1. Merrill Lynch Perspective Inbound Campaign Management<br />Neil Skilling<br />Portrait Software <br />On behalf of<br />Aaron Tellier<br />Director CRM Strategy<br />Merrill Lynch <br />
  2. 2. Agenda<br />What is Interaction Management?<br />Why Interaction Management?<br />Video testimonial<br />Results achieved<br />© 2010 Portrait Software - A Pitney Bowes Business Insight Company<br />2<br />
  3. 3. Merrill Lynch and Interaction Management<br />Interaction management IS: <br />The consistent application of a tailored customer experience<br />Best when applied across all customer touch points <br />Analytically based and technology enabled<br />The actualization of 1:1 marketing<br />Interaction management IS NOT:<br />An independent technology platform<br />Just for customer service<br />DOES NOT necessarily require sophisticated analytical models<br />The solution to all of your marketing/sales challenges<br />An all or nothing proposition<br />© 2010 Portrait Software - A Pitney Bowes Business Insight Company<br />3<br />
  4. 4. Why Interaction Management?<br />“Inbound marketing techniques have about 10 times the response rate of non-targeted outbound campaigns.” <br /><ul><li> Gartner, “Five Business Benefits to Be Gained From CRM Multichannel Campaign Management Inbound/Outbound Integration” , Adam Sarner, Gareth Herschel</li></li></ul><li>Why Interaction Management?<br />Without Interaction Management you can probably: <br />Define a client experience<br />Measure results<br />Track representative behavior<br />Offer concessions and incentives<br />Route clients<br />Score clients<br />Make predictions<br />With Interaction Management you can also: <br />Ensure consistent delivery of a client experience<br />Measure the marketing funnel from end to end <br />Match representative behavior with client response <br />Implement real-time random control groups<br />Dynamically route clients and change rules intra-day<br />Score clients in real-time <br />Simulate results<br />© 2010 Portrait Software - A Pitney Bowes Business Insight Company<br />5<br />
  5. 5. Merrill Lynch – Results Achieved<br />Interaction Optimizer Implementation<br />Automated routing using IVR integration<br />Delivery of Inbound Real-Time Recommendations in Siebel call-centre<br />Development of Internet Channel <br />Retirement Business<br />300% improvement on offer rates<br />26% uplift in new customer cross-sales<br />Investment Management<br />Identified 90% of all customers at risk of attrition <br />Improved save rate by 40%<br />20% reduction in overall attrition rate <br />ADMA Presentation: http://www.portraitsoftware.com/Aaron-Tellier<br />© 2010 Portrait Software - A Pitney Bowes Business Insight Company<br />6<br />

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