Month: October 2020

Long-term activation of Continental Opony Polska Business Partners – B2B program

The competition on the market of B2B programs is high and usually the biggest challenge is the difficulty in building the expected involvement
of Partners.The ContiPartner loyalty program to support B2B sales has been on the market since 2015, but previous editions were conducted
in a dispersed environment, which resulted in prolonged order lead time and little involvement of the Participants.

In 2019, together with Continental’s experts, we were faced with a big challenge: rebuild the trust of the Partners, adjust the whole Program
to individual needs and expectations that have changed since the beginning of the Program and maximise the activity of the Participants.

The main emphasis was put on the intuitive use of the program, because we know that in the B2B market, time spent on operating the program is one of the biggest challenges.  An important aspect was the preparation of a platform that was equally intuitive and easy to use, also with a smartphone.

Solution:

  • New ContiPartner sales support program in the B2B model was developed on an integrated platform referring to an online store, where the accumulated points are your currency.

  • To meet the expectations of the Participants, in 2020 the integration of online payment for orders was implemented, which allowed Partners to get the prizes not only in exchange for accumulated points, but also made it possible to pay for them from their own budget. This proves that the prizes are so attractive and well-suited to the Participants’ needs that they are ready to pay for their orders additionally from their own resources.

  • In the process of recruiting new Partners, Continental own sales force was involved, and their task was to ensure that the persons representing a given company in the Program were at the same time the decision-makers and those having the greatest influence on the common business.

  • An important element of the changes was the refreshment of the creative concept and targeted communication activating Participants sent at key moments of the program depending on sales priorities. It also applies to seasonal/special events and information about new products in the prize catalogue, opportunities to earn additional points and occasional greetings.

Results:

A B2B program does not have to be complicated in its mechanics to be effective. On the example of ContiPartner we show that we have achieved the goals that are particularly important for Business Partners: fast and intuitive operation, rewards that meet business needs and trust. The effect of our actions is an increase in the registration to the Program and the activity of existing Partners, as well as a minimum number of the complaints received. The improvements in the program also contributed to a significant increase in the number and value
of prizes ordered.

96% of the logged-in Participants placed at least one order. The waiting time for the prize was shortened from 25 working days (edition 2018),
to 3 working days after placing an order (edition 2019), with the statutory delivery time declared to 10 working days. Compared to the 2018 edition, the number of complaints was also minimised in 2019 with
a 78% decrease.

The success achieved was preceded by a detailed analysis of data, processes and, above all, market needs. We have prepared a dynamic, step-by-step plan to adjust the Program to the current needs of the Partners and its development strategy for the future, which proved
to be a great success.

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Golden Arrow

Data Science

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How to transfer the best practices of your kitchen planning services to online form within 7 days?

The pandemic and the closure of brick-and-mortar stores forced one of the leading retail chains to adapt the offline kitchen planning service to online service overnight. Inability to make direct contact with the customer and to sell through brick-and-mortar stores was a huge challenge for the company. The challenge for us was to move a specific service, based on direct contact with the designer, to a remote form in just a few days.

Our Client wanted to keep kitchen sales at a constant level, so we were responsible for upgrading communication, tools and resources for transferring the services – which were based on direct contact between an employee and a customer – to the Internet.

Solution:

  • We have adapted the tools available to quickly adapt to the new conditions and maintain continuity of sales.

  • We have extended the possibilities of remote contact at every stage of the purchasing process: The Online Customer Service team consisting of only few persons was expanded to include employees from specific stores who were trained to handle online kitchen planning within just a week.

  • We provided remote support for after-sales processes in order to maintain a high level of satisfaction: We increased the effectiveness of the online complaint process.

Results:

The expansion of technical capabilities in the field of “Remote Kitchen Planning”, combined with an increase in the number of planners and, at the same time, lowering the price to PLN 1, resulted in an increase in the number of services provided by 6200% compared to the previous period. When the price was changed to PLN 49, the increase remained at the level of 1900% in relation to the period before the pandemic.

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Maja Dąbrowska

Graduate of WSH (Journalism and PR). Over 10 years of experience.

Expert in the field of Project Management, Incentive and Loyalty Programs and consumer activations.

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Artur Jasiński

Graduate of SKEMA Business School, Kozminski University and Warsaw School of Economics.

More than 18 years of experience in the areas of management, marketing, sales and project management. Involved in building loyalty for more than 7 years.

Expert in the area of relationship marketing and loyalty building using MarTech solutions and in project management. At work as well as in private, he is guided by “can-do” tasks and “out-of-the-box” thinking while maintaining the right life balance.

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Piotr Kruk

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Adam Kudelski

Graduate of the Warsaw University
of Technology (Computer networks and telecommunications) and WSCS (IT Project Manager). Almost 15 years of experience.

Expert in CRM, Project Management and Loyalty Programmes
and Motivational. The scope of specialist knowledge gained during the studies, supported by many years of experience in the area of business analysis and Marketing Automation implementations as well as loyalty programs, makes it easy to understand the customer’s needs
and will propose individual solutions tailored from a technical point of view and, above all, bringing tangible business results.

A happy husband and dad. Passionate sports enthusiast, including football and long-distance running.

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Patryk Mazurek

Graduate of the Warsaw College
of Promotion (Marketing and Management). Involved in the industry for 15 years.

Expert in the areas of CRM, Project Management and Optimisation of Business Processes.

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Bartłomiej Murawski

Over 20 years of experience in relationship marketing of which almost a decade managing the VITAY Programme in PKN ORLEN.

Expert in transformations and optimization of business processes related to sales and customer service.

Enthusiast of human-to-human approach in the area of marketing communication.

Practitioner applying the methodology of “common sense” and “thinking by opportunities, not by constraints” when building strategy and implementing engagement programmes.

A graduate of the Political Science Institute of the University of Warsaw and the Center for East-Central European Journalism with a specialization in radio and privately a do-it-yourselfer and a naturalist.

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Paweł Oliwa

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