Customer Success: Driving Customer Acquisition & Retention

A global leader in diagnostic medical devices was experiencing decelerating market share and penetration rates when compared to its competitors. The Company was also experiencing a higher than normal attrition rate, and suffering on the marketing and customer acquisition fronts due to disparate technologies. Because of the challenges within its marketing processes, the Company was unable to analyze customer behavior and couldn't manage or facilitate the deployment of proactive multi-channel customer interactions.

Quaero enabled the Company to maximize results from marketing and sales efforts and
improve market share year over year by implementing several critical solutions:

• The enablement of a customer loyalty program that provides resources and tools via multiple channels from online communities to basic educational materials
• Process improvements (organizational & technical) to enhance the turnaround time of direct response fulfillment programs
• The automation of data collection across channels (live call center, IVR and web) for the utilization of fulfillment and promotional purposes

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