AI-Fueled Speech Analytics Boost Mileage Revenue and Loyalty Program Activations for Car Rental Company
Engaging Customers After the Beep
WHAT WE DO
Inside Sales
Strategic Account Management
AI-Fueled Speech Analytics
INDUSTRY
Transportation
RESULTS
3% Boost in Loyalty Program Activation Rate
84% Increase in Customer Sentiment
20% Increase in Tone Positivity
Nearly $900 Increase in Mileage Revenue Per Customer
Out-of-Tune Sales Strategy Created Customer Disconnects
Our client—a car rental agency—relied heavily on outbound calling to reach its loyalty program members and guide them to successful rentals. Because few customers answered these calls, sales associates frequently left voicemails. Few customers returned associates’ calls, however, and those who did failed to make a reservation. The client engaged MarketSource to boost customer engagement and drive loyalty member rental revenue.
CHALLENGES
Ineffective use of outbound sales channel
Declining loyalty member rental revenue
Low call back rate
84%
increase in our our Call Polarity Index—a proprietary measure we use to gauge overall call sentiment—and tone positivity improved by 20%.
KEYS TO SUCCESS
Advanced, AI-fueled speech analytics
Inside sales
Proprietary Call Polarity Index
Continuous improvement framework
AI-Fueled Speech Analytics Transforms Voicemail Messaging into a Strategic Sales Asset
Through our Continuous Improvement framework, we evaluated our client’s sales strategies to pinpoint areas that were undermining their success. Our assessment revealed strategic voicemail messaging as a gap that could improve call back and loyalty program activation rates and boost rental revenue.
We used our proprietary Natural Language Processing (NLP) and Natural Language Understanding (NLU) technologies to analyze voicemail messages for effectiveness, sentiment, tone, polarity, and duration.
The team identified the highest performing messages, then reconstructed them to be emotionally resonant, brand-aligned, and to include engaging calls to action designed to prompt return calls. We then trained associates to deliver them in compelling ways.
The team applied AI to the high-performing messages, creating repeatable sales workflows designed to optimize customer engagement.
Real-World Results
3% Boost in Loyalty Program Activation Rate
84% Increase in Customer Sentiment
20% Increase in Tone Positivity
Nearly $900 Increase in Mileage Revenue Per Customer
From program inception, our Call Polarity Index—a proprietary measure we use to gauge overall call sentiment—increased by 84%, and tone positivity improved by 20%. The client also realized a 3% increase in their loyalty program activations, a 20% increase in customer callback rate, and a nearly $900 per customer increase in loyalty member mileage revenue.