CONSUMER CARE - CASE STUDY Problem Situation A world leader in cosmetics, skin care, fragrance and personal care needed an innovative consumer care solution to support a new brand launch. The company wanted to offer their consumers personalized professional service to build loyalty and increase sales through big box retail channels. Alta Resources Solution Alta Resource’s integrated solution included highly trained representatives to conduct personalized consultations, along with Alta CRM to integrate those insights to create a two-way dialogue with their consumers. People – Dedicated beauty specialists receive in-depth training on the product line and the consultation process to deliver a differentiated experience for the big box retail consumer. Identifying unique consumer needs and retail purchase preferences allows for a one-to-one marketing response to drive initial trial and brand loyalty through retailers. The solution required precise management of staffing to meet national advertising spikes and consumer preferences for call times. Customized hiring, training and coaching techniques ensure an extremely positive and tailored brand experience. Process – Alta Resources provided expertise in open call flow techniques to develop an unscripted interactive consultation with the consumer, and leveraged the consultation information into one-to-one marketing programs and campaigns. The integrated consumer information allows for the creation of individual communications and offers, as well as a loyalty program to increase the size and value of their most loyal consumer segments. Fulfillment of customized correspondence and samples is provided, communicated seamlessly through Alta CRM based on consumer profile data and preferences for the more than 40 unique sample products. Technology – Alta CRM provides the capability to gather consumer specific demographic, psychographic and behavioral information and, in coordination with our sophisticated business intelligence platform, turn that information into targeted marketing communications. Our integrated product recommender also supports real-time product recommendations from an exhaustive list, as well as targeted up-sell messages based on consumer specific data gathered during the consultation. In addition, an integrated telephony and reverse directory lookup service deliver the caller’s name, phone number and address into Alta CRM as the call is delivered to the specialist, saving time and dramatically improving the accuracy of consumer data. Results Alta Resources delivered this complete solution in a 60 day implementation window. The solution is currently handling over 4000 consumer consultations per day.