This mid-sized IVR company had recently merged with a smaller competitor. To reduce its support costs and drive revenue growth, the objective was to migrate customers to its new, combined platform.
The problem the company faced was limited follow through by the sales force with the installed base, combined with inconsistent messaging to encourage the migration and upgrade.
Working with marketing and the inside sales team, Market Builders identified the top 250 accounts to upgrade, updated and expanded the customer database to include current titles and contact information, and conducted a series of campaigns to them to promote the benefits of migration.
This included incentive programs and calls to action with free training, specialized consulting services, and implementation guides.
Within 18 months, 63% of the installed base had undertaken migration. This saved the company $7M in support costs and generated an additional $11M in revenue.