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Exceeding sales expectations for leading UK energy retailer and distributor
E.ON UK, part of E.ON the world’s largest investor-owned power and gas company, is the second largest electricity generator in the UK and owns the second largest energy distribution network in the UK. In order to enhance its position within an increasingly competitive marketplace, E.ON chose to expand its outbound sales activity relating to home energy products (gas and electricity). As part of the strategy to complement its inhouse capability, E.ON sought a professional outsourcer with a proven track record in telesales.
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In March 2006, Tobacco Control legislation was introduced in Scotland
In March 2006, Tobacco Control legislation was introduced in Scotland to ban smoking indoors (excluding private homes). This includes restaurants, bars, cafes, hotels, theatres, bingo halls, sports centres, shopping centres, public transport, schools, hospitals, and clubs. The Scottish Executive (TSE) needed to establish a 'Smoke Free Compliance Line' service to provide members of the public with a means of reporting breaches of the new legislation. It was important that they provide an unbiased service when handling ‘alleged breach’ calls.
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Successful retention campaigns build loyalty for international insurance company
With a presence in twenty countries, our client provides a wide range of tailored corporate and personal insurance solutions for a diverse portfolio of clients. Towards the end of 2008, they contacted Stellar with a requirement for an inbound customer retention project. The expertise of a team with a blend of sales and customer service skills coupled with the analysis and reporting capabilities of our business intelligence system, has provided our client with a truly unique approach to protecting their customer base.
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National Telco
Over a decade delivering outstanding results for major Australian telco
In 1998, a market leading telecommunications provider selected Stellar to deliver acquisition, cross-sell, up-sell and customer retention services.
The client required an ongoing strategic benchmark for their internal call centres, as well as a high level of resource flexibility to support strategic changes to their business. An outsource provider was required that could seamlessly transition call volumes, identify potential service improvements and cost savings and achieve exceptional sales results.
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Energy Retailer
Offshore collections service significantly improves contacts to conversion ratio
One of Stellar’s long-term Australian utility clients wanted to benchmark their current debt collection performance against Stellar’s offshore solution.
Within the first month, Stellar had exceeded the targets set by the client and out-performed the onshore incumbent supplier. Further, Stellar implemented voicemail detection technology, significantly reducing customer non-contacts and increasing the contacts to conversion ratio by 15-20 % overnight.
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Early Collections
A positive customer experience with a strong credit outcome
- Proven experience in early collections
- Australian blue chip organisations
- Telecommunications, Financial Services, Energy and Utilities industries
- Onshore and offshore capability
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Inhouse to outsource transition for mobile telco
Transition to outsource model great for the client, customers and employees
The client, a major mobile provider, both in Australia and overseas, was seeking an outsource partner to take over the management of their in-house customer care, collections and information services. Like many companies, the client wanted to focus management time and effort on strategy and core business activities while using a specialist outsourcer to manage their call centre services.
Stellar needed to ensure a seamless transition of the in-house service and employees, while at the same time identifying potential service improvements and operational efficiencies.
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VEC
Specific hiring profile ensures quality service for high-profile Government project
The Victorian Electoral Commission (VEC) needed to establish a Telephone Enquiry Service (TES) to respond to public enquiries regarding the 2006 Victorian State Election in Australia. After a comprehensive tender process, Stellar was selected as their partner.
The TES is a critical channel for communicating with the Victorian public regarding the election process, and is one of the most highly visible touch-points of the entire election campaign, which is seen to be independent from Government although the VEC is a State Government entity.
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Bakers Delight
Optimised Accounts Payable processes improves relationships with suppliers and franchisees
Bakers Delight, a successful chain of bakeries, needed an Accounts Payable automation solution to support their network of 700 stores across Australia and New Zealand.
With the growth in the number of retail stores across Australia and New Zealand came a dramatic increase in the amount of invoices that needed to be managed by the accounts payable office, reaching in excess of 5,000 invoices received every month. The manual system was causing delays in processing and retrieval putting stress on relationships with suppliers and franchisees.
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Hyatt
Document management system reduces operational costs for luxury hotel chain
Hyatt International, a renowned chain of luxury hotels, needed a scanning and document management solution to support the accounts payable process for their nine Australian hotels.
Every month, Hyatt receives over 15,000 invoices, comprising almost 45,000 pieces of paper. In the past, Accounts Payable employees would manually sort, key in data from, and file invoices shipped daily from Hyatt hotels to the Hyatt Services Australia (HSA) shared services unit in Melbourne.
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International bank
Effective management achieves solid results for international bank
The client, part of one of the world’s largest financial services organisations, needed a call centre outsourcing partner to manage new customer enquiries in response to direct marketing and advertising campaigns.
A structured project management plan was collaboratively developed addressing the design, implementation and launch of the optimum solution that also covered mail fulfilment and detailed performance reporting to measure the effectiveness of different offers used in their direct marketing campaigns.
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