Case Study

Intuit executes voice campaign, improves delivery success rate and ROI

“We’ve generated great results with SPLICE. The team is helpful and flexible, and the product is so easy to manage … It’s a big part of our company’s program now.”

Leanne Martin

GSB Enablement Manager

SITUATION

INTUIT a provider of accounting software and hosted services to both B2B and B2C markets, differentiates its products and services through a heightened customer experience. With delivery success rates sliding, Intuit was looking to reduce product returns and lost products without increasing labor costs or call center resources. Email campaigns were ignored by consumers and other channels were slow to market.

A personalized communication solution that could connect to their customer database immediately and drive delivery success rates was the answer. Turning to the SPLICE Delivery Notification Solution, INTUIT achieved immediate results, increasing successful deliveries and corresponding payments while reducing labor costs.

Market Challenges

Cost Maintenance

Costs associated with delivery of product has always been high; these costs increase significantly with incorrect addresses on file and incorrect payment information. A solution was required to ensure timely, cost-effective updating of this information PRIOR to delivery being attempted.


Constrained Resources

Due to the company’s size, protocol and other marketing commitments, limited resources were available for this initiative. Looking for a solution that streamlined costs, and internal resources, Intuit turned to SPLICE.

An effective campaign strategy was designed and launched using SPLICE’s unique humanaudio platform to help update account information and enable superior customer engagement.

Driving Results

INTUIT implemented a Pilot Project to use SPLICE’s Delivery Notification Solution to confirm payment and address information prior to delivery. A personalized and friendly voice message, promoting their corporate image and brand, was delivered specifying the confirmation being requested and the associated benefits. Customers were provided with several options for
immediate interaction:

  • Press one to confirm your information in real-time
  • Press two to have a Call Center Representative call you back to obtain the correct information
  • Press three to leave a message with the correct information

A Better Customer Experience

INTUIT operates in culturally diverse regions with a specific brand identity. In order to maintain their brand standards, the messaging had to be a perfect match. With the SPLICE Team of Linguists and Voice Talents, scripting and messaging was developed to fit the brand as well as to emphasize the call-to-action.

Building on Success

INTUIT found that integrating SPLICE into their existing systems was fast, efficient and cost effective. Plus, the impact on their IT resources was minimal.

 Results

product-returns-reduced-intuit-case-study-2payment-processing-increased-intuit-case-study-2more-engaged-customer-base-intuit-case-study-2

 

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