Track Record
Intelligent Customer Acquisition
Improved sales revenue by 20%
For a leading retailer we improved sales revenue by 20%, simply by analysing the results of previous campaigns to improve targeting and to profile those customers most likely to buy.
70% conversion
An inbound sales programme for a leading UK financial services organisation achieved conversion rates of 70%, 40% higher than client expectations. Vertex sits at the heart of an alliance programme designed to market combined gas, electricity and telephone services, supported by single billing, to the clients of a leading UK bank.
As well as customer service, Vertex is directly responsible for the centralised billing , payment processing and sales; with conversion rates of around 70%, the client base is currently growing by more than 10,000 clients a month.
Innovative Contact Management
A leading high street retailer
Vertex provides complete lifecycle management to customers of a leading UK retailer, including front office order processing, customer service, after-sales support, e-commerce support, finance and accounting, credit control and fulfillment.
We process 950,000 orders a year on behalf of them, generating £57 million in annual revenue.
Integrated Front & Back Office
Tesco
When Tesco entered the telecoms market in the summer of 2003 its partnership with Cable & Wireless was underpinned by a customer management agreement with Vertex. Vertex provides a fully integrated front and back office solution combining customer service and sales support with fulfillment - via introduction letters and starter packs - as well as a full billing and payment processing service.
Credit Management
Recovery of debt & reduced debt outstanding
Vertex operates a pan-European transaction and reconciliation service for a leading management consulting and IT services company. In 2003 we recovered over £838 million of debt, and reduced debt outstanding by more than two months from 20% to 8%.
Fraud investigation
We’ve undertaken fraud investigation programmes for a number of clients, helping them to identify sources of fraud and allowing them to be closed down. In one instance losses have been mitigated by 47% while, working with regional police forces, the team has achieved five prosecutions, with several others pending. All of this in addition to building revenues from £47m to 144m in just four years.
Sales Through Service
49% conversion
When using email to cross sell ISP services to pay as you go customers of a leading UK mobile operator, we achieved conversion rates of 49%.
Outbound Cross & Upsell
Increased sales by 22%
A leading UK retailer has a successful B2B operation selling Christmas hampers to corporate clients. In 2002 we beat the order forecast by 50%, increased sales by 22% and generated around £300,000 additional revenue. This was achieved by a careful analysis of the previous year’s campaign results and the creation of a propensity model that identified the characteristics of those companies most likely to buy.
White Labelling
Alliance
Vertex sits at the heart of an alliance programme designed to market combined gas, electricity and telephone services - supported by single billing - to the clients of a leading UK bank.
Churn Reduction
£310,000 savings
Our retention programme for a leading UK utility persuaded nearly 1,000 customers a week not to defect, saving the company annualised revenues of £310,000.
28% of customers reversed decision
Our programme for a leading mobile operator tackled customers who had expressed a desire to cancel their contracts. We used an incentive programme to convince 28% of them to reverse their decision and sign up for another 12 months.
Win Back
£12m revenue gain
Our 'win back' programme for a leading UK company regained 40,000 customers in one year – a revenue gain of £12 million.