On-Demand Identification

Application Examples

Clothing Retailer Collects Customer Information at the Point-Of-Sale for Marketing Purposes and Loyalty Programs

A clothing retailer was gathering names, addresses and phone numbers from its customers at the point-of-sale for its loyalty program.

But since it required that customers fill out forms with their contact information, the process was slow and often resulted in inaccurate data — from messy handwriting or intentionally wrong information. And most customers did not want to spend the time needed to fill out the information.

What's more, it was costing the retailer significant resources and money to transcribe the information into its database — and leaving the retailer open to data errors. Because of this process, loyal customers often were not added to the marketing database for 45 days.

But now with On-Demand Identification, the retailer can collect precise data in a quick and easy manner. By merely asking customers for their phone number at the point-of-sale, the retailer can instantly capture their names and addresses.

The solution has eliminated the hassle of forms and transcription errors. Plus it has ensured that new customers can be contacted, even as soon as the day they sign up for the loyalty program.

So the retailer's process is faster and less expensive than before. What's more, the company can be assured that the information gathered is accurate.

Now customer compliance has dramatically improved — and so have the retailer's direct marketing efforts. Coupons and mailers are reaching its most loyal customers, resulting in greater store traffic and increased revenue.

Nationwide Chain of Child-Development Centers Immediately Put Consumers on the Right Track

A nationwide chain of child-development centers offers over a hundred different programs to its customers. So when they're contacted by a potential client, the chain's service agents must quickly discern which path best meets the consumer's needs.

With On-Demand Identification, the centers' sales representatives can now tailor their pitches and offers to every consumer who calls. This simple solution puts customized scripts, based on buyer propensity profiles, at the agents' fingertips for more effective selling.

What's more, this in-depth information allows the centers to identify and focus on their most profitable customers. So every time a high-value prospect calls, the centers can offer them immediate and personalized service.

Even if prospects don't immediately become customers, they don't slip through the cracks. By automatically capturing their name and address information, the centers can continue to reach out to them until they are ready to buy.

Weight-Loss Centers Convert More Customers with Automated Follow-Up Marketing

A national chain of corporate-owned weight-loss centers was spending over $50 million in advertising, so it was intent upon showing a high return on its marketing. The key was converting a higher percentage of callers to its 800-number into customers.

The chain started using a combination of On-Demand Location to route calls to the correct center and On-Demand Identification to fuel an automated remarketing program.

Now the weight-loss company is assured that callers are sent to the most appropriate center for their needs. What's more, the company instantly captures name and address information for each person, even the ones who do not convert or abandon the call before they speak to a representative.

With that information, TARGUSinfo sends a personalized direct mail piece to each prospect — and it's all done within 24 hours, while their interest level is still high.

As a result, the centers are able to contact significantly more of the callers who did not convert and add them to the center's marketing database.

Now, through a combination of intelligent routing and leveraging knowledge about callers, the weight-loss company is seeing greater returns from its advertising than ever before.

Multinational Consumer Electronics Company Gains New Opportunities from Accurate Consumer Information

A multinational consumer electronics company had an enterprise-wide CRM system to manage its customer information, but still found that too many customers were getting frustrated with call-center agents.

A related problem was causing the electronics company even more trouble. When the company followed up customer calls with direct mail offers, a high percentage were getting returned.

At the root of these problems, the company needed consumer data that it could trust. Its CRM database was only as good as the data that fueled it, but too often that data was errant or was missing information.

Every time an unknown consumer called, an agent had to spend valuable time transcribing a name and address. Even if a customer was already in the database, the agent often had to devote significant time at the start of the call to correcting missing or faulty information.

This transcription time frustrated callers and it did not prevent agents from making mistakes while entering contact information. The company's CRM system was still riddled with poor contact data, so the company's direct marketing efforts became an exercise in missed opportunities. And returned mail costs continued to rise.

Now, with On-Demand Identification, the electronics company has the right information the first time — and every time — a consumer calls.

TARGUSinfo instantly delivers accurate name and address information to the company at the start of every call. Since agents only need to verify contact information instead of transcribing it, they can focus on what's important — selling and building customer satisfaction.

What's more, with verified consumer data flowing into its database, the electronics company has more confirmed targets for its direct marketing efforts. And returned mail costs have been virtually eliminated.