Client: Jayeye Ltd  

Based in Leeds, Jayeye supply high quality, stylish and innovative products to the Garden Centre industry. Their product range includes gardening, leisure and outdoor lighting products.

Prior to a major infrastructure investment Jayeye’s directors decided to examine their business from their customer’s perspective and develop a totally fresh approach to their marketplace.

Abtel was asked to provide tactical and marketing support on several fronts:

First they needed to investigate what the market wants from a supplier in terms of product, and equally important, service – and all without alerting the competition!
Abtel conducted a market investigation campaign that confirmed Jayeye’s suspicion that there are very few suppliers/manufacturers that consider service and speed of delivery an integral part of their business structure (the industry norm is commonly 3 – 4 months from order to delivery).

Next, Abtel developed a dynamic business development strategy based around the findings of the market investigation campaign. A proactive order processing system was developed where specialist Abtel telemarketers took the Jayeye “message” to the market, simplifying the whole ordering process and making it easy for customers to order goods and open accounts.

We also set up an inbound order and inquiry line where customers can re-order goods, request a sales appointment, direct their general inquiries and even be put straight through to their local account manager.

Jas Gill – Director at Jayeye stated:

“The immediate benefits of outsourcing to Abtel means we don’t have the hassle or expense of setting up processes, hiring personnel, investing in training or purchasing expensive telephony systems.

But the main benefit is that Abtel has been a significant factor in the structure of our business. Their total solutions approach to marketing fits perfectly with Jayeye’s commitment to our customers.”

A comprehensive statistical report of all marketing activity is delivered to Jayeye at agreed intervals and Abtel constantly monitor and develop alternative methods of market penetration for Jayeye.

Client:  Health & Beauty Mail Order Company

Our client originally commissioned us to provide an inbound sales line to supplement their in-house resource. Such is the success and strength of our relationship that Abtel now provide a full, dedicated support facility including credit card processing, mailing, fulfilment and returns service.

We also extend the organisation’s daily operating hours as well as providing a full weekend service. We now provide the same service levels to their subsidiary companies.

Client: National Medical Research Establishment.

A nationally recognised medical research organisation needed an outsourced service to record details of people phoning in to register for medical trials.

This involved us designing a database to record sensitive in-depth medical information from each volunteer which would allow our client to assess the volunteer’s suitability for a variety of trials.

We have been providing this service to our client for over three years and have built up a great working relationship with our client's marketing department, who co-ordinate national press advertising.  Our client knows we can handle the increased call traffic this activity generates whilst still maintaining the professionalism that is so important.

Client: Major European Electronics Manufacturer

When a major Electronics giant wanted to provide a European Helpdesk facility for its speech recognition product and software installation, it chose Abtel for a six-month trial.

We supplied specialist operators to cover every European language and our relationship was so successful that the six-month trial was extended for a full five years!

Client: Scottish Management Consultancy

Early in 2000, the Managing Director of a successful Management and organisational development consultancy realised his company was missing important telephone calls from clients. He also knew the value of having a professional and courteous person answer calls on his behalf – not a machine!

The consultancy turned to Abtel and pretty soon all of the company’s inbound call traffic was either diverted to the relevant member of their management team or e-mailed to head office on a daily basis.

This arrangement was so successful that Abtel now provide our client with a number of proactive telemarketing services when required.

Client: National Brewery

A major Scottish brewery had thousands of website visitors register for their newsletter. The main purpose if this was to develop an opt-in list of contact details and mobile telephone numbers, so it was decided that a competition line would be the best way forward - and turned to Abtel for support.

As speed was paramount we quickly set up a database of registrants and sent text messages or e-mails out with the competition details. The response was almost overwhelming and the campaign was viewed by all concerned as extremely successful – particularly bearing in mind the short timeframe.

Client: UK Business Advisory Body

Our clients control the National Standard which sets out a level of good practice for training and developing people to achieve business goals.

Our client is keen to understand its customer profiles and has an active Customer Retention Management strategy in place to address this. Abtel play a pivotal role in providing a host of integrated services including:

Business development campaigns
Appointment setting campaigns for business advisors
Customer satisfaction surveys
Non member surveys
Database build/cleanse/augmentation
Event attendance management

We have provided these services to various Local Enterprise Companies for several years and have been the foundation for an excellent ongoing relationship.

We are always happy to discuss how we can provide an integrated approach to Customer Retention.

Client: UK Vehicle Roadside Rescue Organisation

Our client’s Business Services division wanted to develop a robust process of interrogating their marketplace in order to accurately target specific services to specific customers.

Abtel carried out an in-depth satisfaction survey to a large number of customers about their experiences with our client’s Business Services division. This provided a direct channel of communication which allowed our client to achieve its objective.

This type of survey also gave valuable feedback regarding positive and negative aspects of their sales approach, allowing our client to adjust tactics where necessary.