Are you making the most of every interaction with your customers? Vertex uses transformational strategies that analyze the process, technology, and business aspects of your organization to identify opportunities for upsell and cross-sell. We enable to you realize increased brand value and enhanced customer relationships, ultimately resulting in increased share of wallet, margins and revenue.

1. Cross-sell
upsell
Optimising your
customer base
Key facts
£90 • Utility company – Vertex • Utility company – campaign to
million delivered £90 million worth of
revenue through a series of cross
and upsell campaigns. This included
sell insurance to customers from
inbound calls achieved conversion
rates of 5% against the 2%
worth of revenue
delivered a 5% conversion rate on another expected by the client.
programme to sell dual fuel, as Our programme to generate
well as a 9% conversion rate on telephone sales exceeded the
another to sell gas to SME client’s expectations by 78%.
customers, exceeding the client’s • Telecoms company – our
target by 80%. cross-sell campaign led to an
80% uptake for its picture
messaging service, exceeding
client expectations by 14%.
Exceeded
client’s
target by
80% • National charity – 82.4%
Gift Aid conversion rate.
uptake from
78% cross-sell
programme
To find out more about how we 82.4%
can help your organisation, call Gift Aid
us on 0845 051 8400 or visit conversion rate
www.vertexgroup.com
prop/0087/ds/01/oct09/je www.vertexgroup.com

2. Building deep relationships The cross-sell
with your customers upsell cycle
Are you making the most of every interaction with your customers? Are you confident that
your business has a deep understanding of the new channels available to engage with them?
More importantly are your customers confident you are able to deliver? Vertex understands
the pressure on organisations to optimise their capability to seek out, capture and manage
additional opportunities to add more value.
Customer enhanced
relationship
Increased brand value
Customer experience
Improved lifetime value of customer
White mail
Are your Propensity
modelling
Web
customers Cross/upsell
methods Digital TV
confident Trained CSA’s
Email
you are able Hosted
infrastructure
Social
to deliver? ...to the ‘right’ Outbound
campaigns
network
Phone
customer at Analysis
Face to face
the ‘right’
time... Financial bene ts
delivered
Increased share of wallet
Increased margins
Increased revenue
Reduced cost to sell
...through
We identify the‘right’
the ‘right’ channel How we do it
product or You need to feel reassured that there aren’t any upsell and cross-sell. Our approach has been
service... areas in your service process where customers
can ‘fall through the gaps’. Our approach is to
applied to organisations worldwide, delivering
extraordinary return on investment through
identify the ‘right’ product/service to offer to the predictive analytics, decision science and
‘right’ customer at the ‘right’ time through the response modelling to ensure maximum
‘right’ channel. This is the cornerstone of our benefits for clients.
leadership in advisory services, operational Put simply, we help you make the most of every
Growing share of wallet design, decision science and analytics. This interaction with your customers. We assess
consists of strategic assessment, operational, your strategic approach, the quality of your
Once the right structures are in place, business can become self-generating as technology and customer assessment. team, their ability to identify sales opportunities,
customers experience increased satisfaction, brand trust and lifetime value.
We use transformational strategies that analyse implement ‘sharper’ technologies for accurate
A customer who feels valued and understood will keep coming back and over time the process, technology and business aspects of scaleability and the quality of your customer
the benefits become tangible, leading to increased margins. your organisation to identify opportunities for intelligence.
www.vertexgroup.com