Some Case Histories


Objective
RETENTION OF PHARMACIES

Solution
Mercurio Misura on behalf of the client, a Pharmaceutical company, created and manages a telephone service dedicated to Pharmacists, to receive orders and collect their requests for information.

Results: in 5 years, the average order increased by 79,5%.




Objective
INCREASING THE EFFECTIVENESS OF SALES FORCE APPOINTMENTS

Solution
: After an early analysis to identify the critical network behaviors, Mercurio Misura organized Training seminars and workgroups for District Managers on Brand Policy and Persuasive Communication, with production of educational audiovisuals for the follow-ups.

Results: Shift of the focus from Product to Brand and to the Relationship with the Doctor. For the first time, after 3 years, the pharmaceutical company has reached its sales budget.



Objective:
BRAND IMAGE SEARCH ON DOCTORS AND PATIENTS

Identify the reasons for missed calls and the tolerance on waiting times.


Solution: Mercurio Misura detected the experience on telephone relations with the pharmaceutical company compared to the expectations of doctors and patients, through a telemarketing operation with a survey of 15 questions.

Results: Mercurio Misura interviewed 400 doctors and 100 patients with high satisfaction: the activity did not produce waste. Following the operation, the pharmaceutical company restructured its Call Reception System.
 
 


Objective: LAUNCH OF BIOMOLECULAR-TARGET DRUGS

Cancer diagnosis requires the Oncologist to carry out a molecular diagnostic test on a tissue taken by an anatomical pathologist, who uses a specialized laboratory: the results allow her/him the most appropriate therapeutic choice, but for the doctor and the patient this implies time and travels.


Solution: the close collaboration between Mercurio Misura, the Pharmaceutical Company, and a Software House has generated the Onco-Tele-Web system that allows an immediate interaction between Doctor, Patient, Laboratory and the Pharmaceutical company, solving communication, logistic and privacy problems.

Results: n.945 Pathologists (of which 745 Pathological analysts), n.1027 Oncologists and n.31 Molecular Biology Laboratories have enrolled in the system.


 




Objective
SALES FORCE REINFORCEMENT 

Renew a network of about 150 agents that visited only important customers, neglecting the "marginal" and the "uncomfortable" target, with a significant loss in revenue.

Solution:
mailing + telemarketing operation on 15,000 customers, with the creation of a Direct Line for customers and a better organised catalog to pilot the supply.

Results:
14% of conversion rate in the 1st Canvass and 13% in 2nd Canvass.





ObjectiveINCREASING IN RESERVATIONS FOR COMPANY LEADER IN THE NAVIGATION MARKET

Increasing the ratio of tickets issued / calls received in the Booking contact

center; increasing the average value of tickets and selling additional
services (insurance, prepaid meals, priority landing).

Solution: Mercurio Misura organized, in the Customer's offices, courses on Sales Techniques for groups, dedicated to the staff of the Contact Center and to the commercial networks.

Results: the conversion rate grew from 23% to 40%.
In the two following years, the structure reached the set budget, and there was a significant improvement in the corporate climate.




ObjectiveSUPPORTING MARKETING AND SALES DEPARTMENTS IN REAL ESTATE COMPANIES

Solution
: Mercurio Misura on behalf of the Client created a Direct Line to:

  • accept requests for information from all activated channels (social network,
    advertising, mailing, flyers, etc.);
  • transform requests for information into appointments with the
    agents.

Direct Marketing Operations by telephone and e-mail to:
- show the advantages and news of the Real Estate project;
- support promotional activities and inviting customers to events.

Results: Over 50% of calls turned into appointments and 25% of those who asked for information went to the info point.
Collection of useful information for future Real Estate activities with the construction of a relational database daily updated.







Objective
OUTSOURCING CUSTOMER SERVICE
Customer retention, showing a perfect service image. 
Supporting the sales process and make additional and complementary sales.

Solution: Mercurio Misura made available for Client a dedicated structure with staff specialized in Direct sales and trained in professional communication.

Results: KPI over 93% of calls accepted, 70% of which within one minute.
Over 90% of the requests managed by Mercurio Misura Operators.
 
 


ObjectiveCUSTOMER SATISFACTION ON DELIVERY SERVICES

1000 interviews with new customers to find out their opinion on the products and the level of satisfaction with the delivery service


Solution: CATI survey

Results: all the interviews made n 4 working days, and presentation of a commented report within 5 days from the end of the operation.




ObjectiveREMIND OF PAYMENT 

Solution: in the first phase of contact with the consumers, Mercurio Misura Contact Center worked closely with the the client company offices, verifying the reason for non-payment of the payment fees and collecting useful information for the Sales Control Center.

Results: Recovery of over a third of unpaied fees, keeping the relationship with the active Consumers in post-sale contact.






Objective: CONTACT BACK CUSTOMERS in the transition to the new generation of a highly successful model of car

Solution

  • Direct marketing operation: 150.000 mailing + personalized calls to geolocated customers;
  • Management of appointments for the Dealer network;
  • Management of the feedback outcome on visits;
  • Monitoring (by sample) of customer experience.

Results: sales increased above the expected and planned results.




















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