Client Retention Outreach:
CHS Re-engage CAMPAIGN
Situation
Prior to rebranding from the Canadian Hearing Society to what is now Canadian Hearing Services, the marketing team wanted to go through their existing client contact list to qualify all of the old information they had and ensure that all old clients were re-engaged and still using the services provided by Canadian Hearing Services.
Task
Conduct a scripted phone outreach campaign between March – September 2017 to re-engage inactive clients in Ontario by:
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Booking hearing-test appointments
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Updating client information within the Canadian Hearing Services CRM
Action
I filtered through all CRM client data to pinpoint exactly which clients have not had hearing appointments in the last year or had incomplete info (missing address, contact info etc.). After doing this I setup a targeted outreach list to contact via phone.
I drafted a phone script and got it approved by the Canadian Hearing Services marketing team and then reached out to the clients on the targeted outreach list to re-engage them by scheduling a hearing test and updating their contact info.
Results & KPIs
